Making video banking a part of personal banking Case study SNS Bank The mission. Banking with a human touch - personal and local ‘Banking with a human touch’ , is De Volksbank’s mission statement. As part of De Volksbank, SNS puts human advice and a personal relation with customers first. One way to achieve this was a franchise model for its shops. But then in 2019 the bank decided to decentralize all customer contact, by opening local shops. This local model means that SNS clients are always assisted and advised by their own local team of financial advisors - through all channels. However, SNS Bank also aims to better serve customers in a human way by digitizing processes and innovating its core banking services. The challenge. Digitizing processes while remaining local & per

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