Transforming SME distribution: A strategic framework for customer engagement

in partnership with

VeriPark

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VeriPark is a global solutions provider enabling financial institutions to become digital leaders by placing Customer...

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SME Banking
12/03/2025Study

SME banking is evolving, and banks must adapt to meet the changing needs of their customers. That’s why, following extensive research and collaboration with leading SME banking executives worldwide, VeriPark and Qorus have developed a powerful new resource to help banks optimize their SME distribution strategies.


This report, "Transforming SME Distribution: A Strategic Framework for Customer Engagement," brings together insights from surveys, interviews, and real-world case studies to provide a comprehensive guide to:

  • Segmentation – Understanding SME customers at a deeper level
  • Channel Optimization – Balancing digital efficiency with human-led engagement
  • Service Unification – Creating seamless, integrated banking experiences


Introducing the Customer Engagement Capability Framework


Building on this research, we have developed the Customer Engagement Capability Framework—a structured model designed to help banks assess, benchmark, and enhance their engagement strategies across digital and human-led channels.

With this framework, you can:

Set clear strategic goals

Evaluate your current engagement maturity

Align business objectives with SME customer expectations

Download the full report

Study contributors

profile picture of Ken Burke

Ken Burke

Qorus

SME Banking Community Chairman & Senior Advisor

profile picture of Andrii Hidulian

Andrii Hidulian

Raiffeisen Bank International

SME Segment Lead

profile picture of Don Ludlow

Don Ludlow

Royal Bank of Canada

Vice President Small Business, Business Financial Services Strategy & Partnerships

profile picture of Melis Özdeğirmenci

Melis Özdeğirmenci

Akbank

Senior Vice President-SME Marketing

profile picture of Konstantinos Kanavos

Konstantinos Kanavos

National Bank of Greece

Manager, Business Banking & Key Accounts Segments

profile picture of Maurice Lisi

Maurice Lisi

BPER Banca

Head of Digital Business

profile picture of Jenine Zachar

Jenine Zachar

Standard Bank

Head Value Propositions & Client Experience; Business & Commercial Banking SA

profile picture of Jack de Mooij

Jack de Mooij

Rabobank

Director SME

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