Raiffeisen Bank’s B2B Customer Experience Case Using Service Design Recognized as the Best

Raiffeisen Bank received the top award from KA Group at the Ukrainian CX Excellence 2025 for its outstanding service design initiative.

In 2024, Raiffeisen Bank underwent the largest transformation in its history—centralizing accounting and transitioning to a single MFO (300335). This required closing all existing client accounts and opening new ones.

The change impacted 10,000 corporate clients, including the country’s top companies.

*"Instead of turbulence and a simple ‘Sorry for the inconvenience!’, we chose to deeply immerse ourselves in the customer experience, executing the largest service design project to date. We did this together with clients—for clients. We conducted research with 100+ clients, analyzed daily scenarios, understood their needs and pain points, stepped into their shoes, prototyped solutions, validated them with clients, and—most importantly—created innovative services that turned a forced change into a new standard of banking,"* shared Yulia Pokrovska.

As part of the project, the bank’s IT team developed a range of services ensuring continuity, transparency, and control for all clients:

Automatic payment routing – over 3 million transactions were redirected to new details without client involvement.

Account reservation – enabling clients to prepare for changes in advance.

SWIFT payment tracker – improving transparency and speeding up foreign currency operations, allowing clients to track incoming payments like a regular package.

Personalized support and migration plans – including 40,000 calls from service managers and 12 tailored emails per client.

Thanks to this systematic approach, Raiffeisen’s team achieved the impossible: centralized accounting without losing a single client, even attracting new ones, while turning a technical transition into a wow experience. This is a story of empathy, service design, and teamwork.

"This isn’t just a transformation. It’s a revolution in B2B banking customer experience. Thank you, KA Group, for this recognition!" – said Yulia Pokrovska.