Corporate Customer Care: Personal or Digital?

The banking industry, more than almost any other industry, is in a state of upheaval. In the last two decades, a wide variety of reasons have brought about constant changes for the institutions and their employees. This paper examines the question of how digitalization in banks affects the support of small and medium-sized enterprises in the region of Styria. Sales staff in particular stand for quality and are the "figurehead" of a bank. The recognition of economic contexts, complex and solution-oriented thinking is the order of the day for these employees. These existing qualities are now to be supplemented and expanded by new digital possibilities.