Sandrine De Vuyst (Banque Raiffeisen): Evolving to Meet Client Needs in a Digital and Sustainable World

Sandrine De Vuyst, Member of the Management Board at Banque Raiffeisen, discusses how the bank is evolving to meet client needs in an increasingly digital and sustainable world. She highlights Raiffeisen’s client-centric approach, emphasizing both digital innovation and human support. She also outlines the bank’s vision for the next five years, focusing on enhanced digital services, sustainability initiatives, and maintaining strong client relationships. Interview.

Could you briefly introduce Raiffeisen in a few words?

Banque Raiffeisen, is a Luxembourg-based independent cooperative bank with a longstanding presence in the country. In 2026, the Bank will celebrate its 100th anniversary, marking a century of commitment to its clients and cooperative values. It meets the needs of its clients residing, working or having a business in Luxembourg by offering easy solutions for every key phase of their lives or projects through the channel of their choice within the framework of sustainable and trust-based relationships. The Bank has a personalized and client-centric approach aligned with its values of proximity. Through its network of branches located all over the country as well as its three Business Hubs, it offers tailored support for lending, investment and savings for retail, private and corporate banking clients. As a cooperative bank, Raiffeisen Bank allows its clients to become members and benefit from exclusive advantages.

How are your customers' needs changing, and how are you adapting to them?

Client needs are evolving due to digitalization, sustainability challenges, and the necessity to adapt to changing economic landscapes. Clients are looking for both digital and intuitive banking solutions as well as advice to navigate through increased complexity —all with the expectation of speed and efficiency. This means that daily transactions are mostly done through digital channels which we continue to enhance with self-service options, instant payments and strengthened security. At the same time, we maintain a strong human-centred approach, with dedicated advisors able to offer solutions tailored to the needs of each private or corporate client. Clients expect fast and seamless service. That’s why we are committed to continuously improving our response times and the implementation of our solutions, ensuring that we meet their expectations efficiently. We support sustainable initiatives by offering specific financing and advice on responsible investing. By remaining focused on our clients' needs, we ensure that our services bring answers to their challenges and opportunities.

"Clients are looking for both digital and intuitive banking solutions as well as advice to navigate through increased complexity — all with the expectation of speed and efficiency."

What is Raiffeisen’s vision for the next 5 years?

Over the next five years Banque Raiffeisen intends to intensify its role as a trusted partner, placing its clients at the heart of all its actions. With its cooperative identity, the bank aims to provide increasingly personalized, accessible financial solutions aligned with the evolving needs of its clients, while maintaining an authentic relationship of proximity. In a world undergoing transformation, Raiffeisen will invest further in digitalization to offer a seamless, modern experience, while preserving the quality of human support through its network of branches and business hubs. Furthermore, the bank will strengthen its commitment to sustainability by offering responsible products and services and supporting initiatives with a positive impact on society and the environment. This vision reflects its ambition: to innovate while remaining true to its values.