This summer, Oradea Fortress will host the 5th edition of UNCHAIN Festival (on 17–18 June 2026), a high-level finance summit bringing together over 900 senior leaders and decision-makers from more than 40 countries, including financial institutions, regulators, technology providers, and industry leaders.

Marking its anniversary edition as the premier summit of CEE, UNCHAIN Festival 2026 is honoured to welcome as Keynote Speaker Prof. Marek Belka, former Prime Minister and Finance Minister of Poland—a leading voice at the intersection of economics and public policy, and an economist with a distinguished career spanning academia, government, and international institutions. Over the course of his career, he has held a series of influential international roles, including Head of Economic Policy in Iraq’s Coalition Provisional Authority, Executive Secretary of the UNECE, and Director of the European Department at the IMF, before going on to serve as President of the National Bank of Poland and later as a Member of the European Parliament.

He will be joined by prominent officials and central bank governors from across Central and Eastern Europe, as well as key decision-makers from private and international financial institutions, including the European Commission, the European Banking Authority, and regulatory bodies from Romania, Bulgaria, Hungary, Croatia, Serbia, Moldova, and the Czech Republic.

By fostering high-level dialogue and cross-border collaboration on the most pressing issues shaping the future of finance in the region, the UNCHAIN Festival reinforces its position as the premier summit for decision-makers in banking, fintech, insurance, and technology across Central and Eastern Europe.

The agenda will address key topics including the digital euro (Europe’s upcoming CBDC aimed at modernising payments and preserving monetary sovereignty), the European Unique Identifier (EUID) for streamlined cross-border KYC and verification, cybersecurity and operational resilience under DORA, AI governance and its responsible applications in banking, instant payments (SEPA SCT Inst), asset tokenisation using DLT to enhance capital market efficiency, and the evolving open finance framework under PSD3 to drive innovation and competition.

A dedicated section of the UNCHAIN Festival will spotlight the region’s most dynamic ecosystems, showcasing top disruptors and innovative companies driving transformation across financial services. This initiative is designed to give early-stage and stage disruptors a prominent platform to present regional business opportunities, innovation frameworks, and cutting-edge solutions poised to redefine the financial landscape.

Applications are open until May 15th via https://unchainfestival.com/startups/ inviting the most ambitious innovators to step forward and take part in shaping the future of finance on a regional stage.

Under this initiative, a carefully selected group of companies representing countries from across Central and Eastern Europe and the Baltics will take the stage to share their national perspectives on the future of finance and the disruptive technologies shaping the industry.

“UNCHAIN Festival was created as a platform for meaningful dialogue among financial industry leaders, and the 2026 edition marks a significant step in shaping the future of finance in the region. With our new initiative spotlighting top disruptors from across CEE and the Baltics, we aim to elevate national perspectives and connect ecosystems that can collaborate to accelerate innovation,” said Alexandra Pollack, Founder and CEO at UNCHAIN.

Continuing its annual tradition, UNCHAIN Festival 2026 will recognize excellence in financial services and technology, presenting awards to the most outstanding disruptors and innovators from Central and Eastern Europe.

All of this is made possible thanks to the essential support of key players in the fintech ecosystem, such as Visa—the event’s Main Partner—along with Raiffeisen Bank Romania, BRD Groupe Société Générale, and Banca Transilvania as Banking Partners, Payten Romania as Gold Partner. The event’s sponsors, who support innovation in the CEE region, are Garanti BBVA, fme Romania, SurePay, Worldline, Profile Software, Axe Finance, TSYS, Finshape, Namirial, CMS Cameron McKenna, and VeritaHR.

CEE finance leaders return to the UNCHAIN Festival each year. Early Bird tickets offering a 30% discount are available at https://unchainfestival.com/tickets/ for a limited period of time until April 22nd. Prices will increase after this date.

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Prof. Marek Belka – Biography

Prof. Marek Belka (1952) is an economist with a distinguished career in academia, government, and international institutions. He has been affiliated with the Faculty of Economics and Sociology at the University of Łódź for most of his career and has held research fellowships at Columbia University, the University of Chicago, and the London School of Economics.

He twice served as Deputy Prime Minister and Minister of Finance (1997; 2001–2002) and was Prime Minister of Poland from 2004 to 2005. His international roles include leading economic policy in Iraq’s Coalition Provisional Authority (2003–2004), serving as Executive Secretary of UNECE (2006–2008), and heading the European Department at the IMF (2008–2010). He was President of the National Bank of Poland (2010–2016) and a Member of the European Parliament (2019–2024).

In 2024, he was appointed Chair of the Audit Board of the Ukraine Facility, overseeing financial support for Ukraine’s recovery.

About UNCHAIN Festival

UNCHAIN Festival is the leading finance and technology summit in Central and Eastern Europe. Since 2022, it has connected banks, fintechs, regulators, and industry leaders in Oradea, Romania, fostering cross-industry collaboration and turning emerging trends into actionable strategies for regional growth and resilience.

Fuel cards have evolved into essential credit instruments, providing SMEs with working capital, VAT recovery, and toll management. By integrating financing into daily workflows, transport operators can bypass traditional bank loans to manage leased assets and cash flow gaps.

Telematics and real-time data are now central to fleet strategy. Providers use vehicle patterns to predict credit risks and insolvency before they happen. These insights also fuel dashboards that help drivers optimize routes and manage costs per kilometer through predictive planning.

The industry faces a regulatory and green transition mismatch. Current ID laws struggle with vehicle-based users, while the shift to EVs creates tension between seamless charging and in-store retail sales. The future points toward virtual, interoperable systems that replace physical cards entirely.

This is what the latest UNCHAIN White Paper – “Fintech in Fleet & Fuel – Between Regulation, Data and Daily Operations” explores. Based on insights from the Fleet & Fuel roundtable at the 4th UNCHAIN Fintech Festival powered by VISA, it gives a front-row view of how financial institutions are adapting to change.

ACCESS THE FULL WHITE PAPER NOW

Unlock the full perspective after download—dive deeper into detailed analyses, actionable insights, and the strategies driving how the Central and Eastern Europe’s fintech in fleet & fuel is evolving in real time.

Retailers are evolving into fintech ecosystems, embedding payments, credit, and digital wallets directly into the shopping journey to boost retention. This blur between commerce and finance prioritizes long-term customer value over one-off sales.

Traditional points and cashback are giving way to gamification and “invisible” rewards. Modern shoppers, especially younger cohorts, value seamless digital experiences and emotional engagement over simple transactional incentives.

Despite moving toward a “two-tap” checkout, retailers must navigate regulatory hurdles, like mandatory physical receipts, that disrupt digital flows. Ultimately, the industry is prioritizing frictionless speed to meet modern consumer demands despite these legacy barriers.

This is what the latest UNCHAIN White Paper – “Beyond Transactions – Rethinking Loyalty, Credit, and Embedded Finance in Retail” explores. Based on insights from the Retail roundtable at the 4th UNCHAIN Fintech Festival powered by VISA, it gives a front-row view of how financial institutions are adapting to change.

ACCESS THE FULL WHITE PAPER NOW

Unlock the full perspective after download—dive deeper into detailed analyses, actionable insights, and the strategies driving how the Central and Eastern Europe’s retail banking is evolving in real time.

Over the past five years, the financial ecosystem across Central and Eastern Europe has undergone a quiet but profound transformation. What began as an urgent push for digitisation has evolved into a deeper reconfiguration of how finance is built, distributed, and experienced, from the unbundling of legacy banking infrastructure and the rise of embedded finance to the convergence of payments, credit, loyalty, and data-driven decision-making.

Insights gathered across previous editions of UNCHAIN Festival and distilled in its sector whitepapers point to a clear direction: finance in CEE is no longer defined by isolated products or institutions, but by ecosystems. Banks are navigating legacy “spaghetti” infrastructures while experimenting with parallel core systems and AI-driven internal automation. Retailers are moving beyond transactions toward experience-first models where payments, lending, and loyalty blend seamlessly into the customer journey. Meanwhile, fintechs are no longer challengers at the edges, but integral players shaping interfaces, expectations, and speed.

Against this backdrop, UNCHAIN Festival returns to Oradea on 17–18 June 2026, offering unparalleled networking opportunities, exclusive industry insights, and strategic connections for over 800 senior leaders and decision-makers from more than 40 countries. This event marks its 5th anniversary and has evolved into a comprehensive platform that connects financial institutions, regulators, technology providers, and industry leaders at a time when alignment has become a strategic necessity.

“During the first four years of the UNCHAIN Festival, we have seen a lot of international cooperation and merchant integration. Technology combines various verticals even more closely. Many non-banks are now entering the financial services market by offering embedded finance options or loyalty/crypto products to their customers. There are many challenges with regulation, but this is exactly why we’re bringing everybody to the same table – so law can keep up with innovation, and vice versa. Technology adoption, as in digital-first and customer-vertically specialized, continues to develop. Neobanks, digital brokers are getting more and more prolific,” says David Pollack, Managing Partner at UNCHAIN.

From Fintech Disruption to Financial Integration

As geopolitical uncertainty, regulatory pressure, and economic fragmentation continue to test Europe’s resilience, UNCHAIN 2026 positions itself at the intersection of these forces, fostering dialogue around regional integration, trust, and execution. The event aligns with the emerging EU Inc. vision and aims to strengthen Europe’s internal economic cohesion, making it a vital platform for stakeholders committed to regional resilience and innovation.

In its fifth year, UNCHAIN reflects the maturity of the ecosystem it serves. Fintech is no longer a vertical; it is embedded across banking, payments, retail, mobility, and public infrastructure. The 2026 agenda will cover critical topics such as programmable capital markets, embedded financial models beyond checkout, hybrid digital–human banking experiences, and the role of AI as an internal efficiency engine rather than a blunt customer-facing tool.

These discussions build directly on patterns observed over time at UNCHAIN: banks seeking clarity over ownership versus partnership, merchants pushing back against outdated loyalty and cashback mechanics, and regulators grappling with frameworks designed for a world that no longer exists.

Industry Voices on Innovation and Regulation

Erik Barna, Co-Founder of FaraGrija.ro, highlights the growing exchange between banking and insurance: “Insurance is the smallest brother of banking. Instead of borrowing from insurance, banking can inspire innovation in insurtech. Directives like PSD2 boosted fintech startups; we need something similar for insurance.”

Similarly, regulators are navigating new challenges at the intersection of data, AI, and innovation. Ivana Jolic, Director at the Croatian National Bank, explains: “Credit risk AI needs vast data, but GDPR restricts usage. We must find a balance for keeping systems safe while fostering innovation.”

Michal Vodrážka of the Czech National Bank adds: “Instant payments should be the norm without over-reliance on law. We focus on improving existing infrastructure while monitoring developments like the digital euro.”

From the merchant perspective, Ciprian Pîrv, Country Managing Director at Payten, observes: “Merchants want seamless payment methods that are stable and error-free. Innovation drives adoption when it delivers direct benefits and competitive advantage.”

Scale, Continuity, and Regional Relevance

What started as a 350-delegate gathering has grown into one of the most influential financial platforms in the region. Across its previous editions, UNCHAIN has brought together well over 2,000 participants, creating a cumulative, cross-border community of decision-makers shaping the future of finance in CEE.

With approximately 75% of attendees from the financial sector, UNCHAIN has become a reference platform for meaningful, outcome-driven conversations that can shape how finance is understood in CEE.

“The fifth anniversary represents more than just a chronological milestone; it marks a fundamental shift in our regional impact.

We are moving beyond the ‘fintech’ label because the challenges of 2026 — liquidity, credit access, and risk management — require a unified ‘Finance’ front. By transitioning from the ‘Fintech Fortress’ to the Finance Fortress, we are inviting the entire spectrum of the financial industry to Oradea to ensure that CEE remains a cohesive, innovative, and resilient economic bloc within the European Union. EU Inc. will definitely be a big topic this year at UNCHAIN“, says David Pollack, Managing Partner at UNCHAIN. 

Reflecting on the momentum behind the 2026 edition, Eliad Saporta, Founder & CEO of Coriunder and long-time UNCHAIN contributor, notes: “What we are seeing across banking and payments is not a race for the next shiny feature, but a recalibration of roles. In 2026, the real competitive advantage will come from institutions that understand context, knowing when to automate, when to intervene, and how to stay visible in the moments that matter most to customers. This is exactly the type of conversation UNCHAIN.”

Mr. Saporta’s contribution at UNCHAIN 2026 will further explore how infrastructure choices, AI governance, and embedded finance models are reshaping short- and medium-term strategies across Europe’s financial institutions.

A Platform for Connection and Execution

Hosted within the historic Oradea Fortress, UNCHAIN 2026 continues to combine strategic content with a highly curated networking environment, offering brands and institutions full exposure to the CEE market in a single setting. The event brings together private-sector leaders alongside central banks, regulators, and global networks such as Visa, reinforcing its role as a bridge between policy, innovation, and real-world execution.

As Central and Eastern Europe moves from catching up to actively shaping Europe’s financial future, UNCHAIN Festival stands as the place where that future is debated, challenged, and built.

Tickets and Registration

Hundreds of finance leaders keep coming back to Unchain each year. This year, they have the chance to access Super Early Bird tickets for UNCHAIN Festival 2026 now available for a limited period of time, offering a 50% discount until January 31st  https://unchainfestival.com/tickets/. After this period, prices will increase.

Banks are changing, but not all at the same pace — and not always in the same direction. Some are rebuilding core systems from scratch, while others are layering new tools onto decades-old infrastructure. Meanwhile, fintechs are no longer just challengers: they’re partners, competitors, and sometimes even acquisition targets.

At the heart of it all is the customer. People expect speed, transparency, and flexibility — whether it comes from a bank, a fintech, or a collaboration between the two. Delivering that experience, however, often means navigating messy trade-offs behind the scenes.

This is what the latest UNCHAIN White Paper – “Between Legacy and Leap: Rethinking Infrastructure, AI, and Partnerships in Banking & Payments” explores. Based on insights from the Banking & Payments roundtable at the 4th UNCHAIN Fintech Festival powered by Payten, it gives a front-row view of how financial institutions are adapting to change.

‘Merchants want to integrate as many payment methods in their acceptance system so it’s a seamless experience for the customer and then they want everything to be error-free, stable and these are the three things we most often hear. They are changing a little bit their perception, their attitude, we can say that there is a small disruption and this is coming from the desire to challenge the existing status quo, merchants are looking more in how they can improve their system, how they can make sure that they have the latest innovations on board, how they can outcompete their direct competitors. So, all in all, I think innovation will drive adoption but as long as it comes with direct benefits for the merchants.’

Ciprian Pîrv
Country Managing Director 
Payten

ACCESS THE FULL WHITE PAPER NOW

Unlock the full perspective after download—dive deeper into detailed analyses, actionable insights, and the strategies driving how the Central and Eastern Europe’s banking and payments landscape is evolving in real time.

The company is not a generic e-signature tool. As a Qualified Trust Service Provider under eIDAS, Evrotrust delivers remote identity verification (KYC/KYB), qualified electronic signatures (QES), electronic timestamps and electronic delivery services. It is an EU-notified eID scheme, audited and supervised at European level, and listed on the EU Trusted Lists with the highest assurance for qualified electronic signing in regulated and cross-border workflows. Today, the company supports over 2 million users from 61 nationalities and more than 200 enterprises, including 15 of Europe’s leading banking institutions.

“Trust is the new user interface. Evrotrust gives Romanian organizations a single, compliant platform to verify and sign digitally, while reducing fraud and unlocking cross-border growth.”, said Konstantin Bezuhanov, CEO at Evrotrust.

EU industry estimates point to e-signature spending growth from €2.33B in 2025 to €23.05B by 2032. Digital identity verification is also expected to expand at a robust, double-digit pace over the same period. In Romania, digital rails are already mainstream, 662,713 electronic ID cards were issued as of Oct 2, 2025, and ADR’s Government Private Cloud is budgeting RON 867.5M to migrate over 30 systems online. Meanwhile, the EU Digital Identity Wallets move from policy to implementation, making public-sector acceptance mandatory by the end of 2026, a clear runway for remote onboarding and QES at national scale.

“The new investment enables Evrotrust to scale EU-grade digital identity in Romania faster – localizing audited, cross-border trust services for banks, businesses, and the public sector. With a free mobile app and an EU-recognized qualified certificate at no cost, we make trusted digital transactions simple and accessible. Financial institutions benefit immediately from identity reuse across services, delivering faster onboarding and a smoother user experience. Proven in Bulgaria with fully online passport issuance, our secure and compliant approach now comes to Romania to put digital trust in everyone’s hands and accelerate national digitalization.” shared Valentina Dragomir, Country Manager for Romania at Evrotrust.

For Romanian businesses, Evrotrust’s expansion means faster, fully compliant onboarding and signing flows that cut abandonment and cost while meeting KYC, AML and eIDAS 2.0 obligations. Banks, insurers, fintechs, e-commerce, telecoms and utilities can consolidate identity verification, qualified e-signatures, timestamps and electronic delivery into a single, audit-ready platform with Romanian language support, EU data-residency options and sector-specific controls. Citizens benefit from simpler remote access to financial services and public administration, with cross-border recognition and stronger protection against fraud.

About Evrotrust

Evrotrust is a leading identity verification and qualified trust service provider with a mission to help businesses and governments digitally transform their processes and build sustainable digital channels. The Evrotrust platform is an end-to-end solution for remote electronic identification and digital signing with qualified signatures that enables users to register and authenticate for services using only their smartphone. www.evrotrust.com

About 3TS Capital Partners

3TS Capital Partners is a leading European growth capital investor supporting technology and innovation-driven companies. 3TS partners with exceptional teams to build category leaders across Europe, providing capital, expertise and access to an extensive network. www.3tscapital.com

At UNCHAIN, the fortress is just the setting. The real story is the people. In this edition of Finance Legends, two sides of the same transaction meet.

Ciprian Pîrv, Country Managing Director at Payten Romania, has spent years on the infrastructure side of payments, making sure the systems that move money work seamlessly. 

Dorin Branza Danciu, Team Lead for POS Systems at Auchan Romania, lives on the other side of the counter, where technology meets real customers, queues, and expectations.

Together, they map the frontier between fintech and retail, between what’s possible and what’s practical. Their perspectives are different, but the challenges and roadmap are the same. Ultimately, both aim to make every checkout invisible, every payment instant, and every failure virtually impossible.

When it comes to payments, retailers are juggling speed, volume, and reliability all at once. What does that pressure look like from your side?

Dorin Branza Danciu → Auchan Romania
For large retailers managing high-volume checkout systems, everything starts with keeping the flow uninterrupted. Orchestration must prioritise a fast and frictionless checkout process: minimising transaction and wait times, ensuring reliability, and adapting to the growing diversity of payment methods. Mobile wallets, contactless cards, and wearable devices all need to work seamlessly.

This doesn’t stop at technology. It’s also about throughput. Investing in efficient POS hardware and well-trained staff keeps lines moving and satisfaction high. The goal is always the same: a quick, reliable, secure payment that customers barely notice.

Ciprian Pîrv → Payten Romania
From our side, two things keep retailers up at night: lost revenue and operational drag. Fragmented in-store setups (multiple terminals, uneven acceptance) create friction and unnecessary cost. That’s why we built POS Sharing, a single-terminal model that consolidates checkout operations across the network.

In Romania, that means one device covering covering close to 90 percent of locally issued cards, integrated with RoPay instant payments, and leaning on hardware maintenance. The result is fewer points of failure, faster queues, and predictable costs. When the checkout works as it should, everything else follows.

How has the consumer demand for digital and contactless payments changed your approach to POS orchestration?

Dorin Branza Danciu → Auchan Romania
Modern payments are continuously evolving, and for this reason, we have to consider several points of view.

The rise in consumer demand for digital and contactless payments has compelled large retailers to redesign their Point of Sale (POS) orchestration to prioritise speed, convenience, and security. Contactless payments allow transactions to be completed within seconds without physical contact, eliminating the need for cash or manual PIN entry. This results in faster checkouts and reduced in-store queues, thus enhancing customer satisfaction and throughput.

At the same time, large retailers now implement POS systems capable of handling a broad range of digital payment options, including mobile wallets (Apple Pay, Google Pay, Samsung Pay), RoPay, contactless cards, and wearable devices. POS orchestration embraces near-field communication (NFC), QR codes, and tokenisation technologies to ensure compatibility and security across platforms. This multi-modal support accommodates diverse consumer preferences and future-proofs payment infrastructure.

Another key point is security and compliance. Heightened consumer and regulatory focus on data protection has shifted POS orchestration toward end-to-end encryption, tokenisation, and real-time fraud detection. Retailers invest in robust cybersecurity frameworks within their POS ecosystems to maintain trust, comply with PCI DSS standards, and mitigate fraud risks inherent in digital payments.

Beyond these technical and operational layers, Auchan’s approach to payments is also about scale and coordination. The digital shift is forcing retailers to think omni-channel by design: connecting in-store and online payments so that customers get a consistent experience across every touchpoint. 

It also drives efficiency on the back end. Automation reduces cash-handling costs, eliminates manual errors, and accelerates reconciliation, giving large retailers clearer visibility over daily operations and cash flow.

Orchestration promises flexibility across channels. What benefit matters most: reliability, cost, data, or something else?

Ciprian Pîrv → Payten Romania
Reliability first, then acceptance uplift. If the terminal is down or the flow is slow, nothing else matters. POS Sharing is built on Payten’s rails that handle 2 billion-plus EFT transactions per year across around 1.7 million terminals in 14 countries, with 24/7 monitoring and real-time dashboards, so uptime and speed are bank-grade. Once reliability is assured, retailers see higher approvals (broad card coverage, installments), cost discipline (one device, shared infrastructure), and better data (standardised reconciliation from a single source).

After reliability comes scale, and with scale comes complexity. If the checkout works flawlessly in one store, the next challenge is making it work the same way across hundreds of locations, apps, and online touchpoints. That’s where orchestration stops being about hardware and starts being about data.

Integration across e-commerce, app, in-store, and loyalty systems is complex. What’s been the biggest orchestration challenge for you recently?

The primary and biggest challenge is ensuring real-time, seamless, and scalable data synchronisation across highly disparate systems while maintaining system compatibility and security.

The integration often involves legacy POS systems, modern e-commerce platforms, mobile apps, and loyalty programs, each with different data formats, APIs, and architectures. This heterogeneity creates barriers in communication and data exchange, making seamless orchestration very complex. Legacy systems with outdated tech or customisations resist easy integration and slow down real-time synchronisation efforts.

Unified commerce also demands real-time updates of inventory, orders, customer profiles, and loyalty points across all channels (online, app, and physical stores) to avoid issues like overselling, inconsistent pricing, or delayed rewards. Failure to synchronise accurately leads to poor customer experience and operational inefficiencies.

Beyond these core technical challenges, the hardest work often happens behind the scenes. As volumes grow, integration must scale without performance bottlenecks while keeping data secure under strict GDPR and PCI-DSS requirements. 

The human side adds another layer. Teams need shared ownership, integration know-how, and constant coordination to keep systems aligned. Middleware plays a crucial role here too: diverse APIs, rate limits, and platform updates demand automation, error handling, and continuous monitoring to keep everything stable.

On Payten’s side, the same complexity looks different. Where retailers fight to keep systems aligned, providers must build infrastructure sturdy enough to absorb change, constantly adding new features without breaking what already works.

Payten supports online, in-store, ATM, tokenisation, and mobile. How do you balance innovation with stability?

Ciprian Pîrv → Payten Romania
We ship features on top of a proven, certified acquiring stack. For POS Sharing, that means: versioned software updates, remote device management, PCI-compliant kernels, canary releases/instant rollback, and SLOs on latency and success rates. Innovation (like RoPay instant at the POS, installments, and tokenisation for repeat customers) is introduced without disrupting live operations.

Innovation at the infrastructure level only matters if customers can feel it. Once the system is stable, the next frontier is experience, and that’s making payments not just reliable, but personal.

What’s one customer-centric capability few merchants offer, but should?

Ciprian Pîrv → Payten Romania
Portable shopper identity across channels—linking a network/tokenized profile so a customer recognized online gets the same one-tap experience in store (saved payment credentials, account-to-account via RoPay, easy exchanges/returns). POS Sharing makes this practical: one device, one flow, consistent consent and receipts—so loyalty isn’t trapped in a single channel.

If Payten’s view highlights the invisible layer connecting a shopper’s identity across every touchpoint, Auchan’s perspective looks toward the ways identity itself may soon evolve.

As coordination across systems tightens, what emerging trend in in-store payments are you keeping a close eye on?

Dorin Branza Danciu → Auchan Romania
The emerging trend in in-store payments to watch as coordination across systems tightens is the rapid expansion of biometric payments. This includes technologies such as palm scanning and facial recognition, moving beyond the familiar phone tap methods at checkout. 

Major companies like JPMorgan Chase and Amazon are already conducting tests indicating a swift adoption curve for these biometric payment methods in retail environments. This trend reflects a push towards more seamless, secure, and convenient payment experiences that integrate tightly with evolving payment infrastructures and customer verification systems.

After exploring the layers of technology and customer experience, the conversation naturally circles back to perspective: what each side of the ecosystem takes away from moments of exchange. 

What did you take with you from UNCHAIN 2025?

Dorin Branza Danciu → Auchan Romania
My experience at Unchain 2025 enriched my understanding of the fintech landscape’s dynamic growth, strengthened valuable industry connections, and equipped me to bring back practical innovation strategies.

For Payten, the same event was less about discovery and more about validation. The conversations confirmed that retailers are asking the same questions they’ve been building toward: resilience, simplicity, and usable data.

Ciprian Pîrv → Payten Romania
Merchants want resilient checkouts, lower total cost, and usable data, and they’re open to mixing card and instant rails to get there. POS Sharing aligns directly: it reduces hardware/OPEX, adds instant payments alongside cards, and normalises data for faster reconciliation. In short, fewer moving parts at the till, more approvals, and clearer insight into what actually converts.

What connects Payten and Auchan is a shared obsession with what happens in the split second between intent and transaction. One builds the rails that make payments work everywhere, while the other turns them into moments that customers barely notice.

Both see the same future coming: payments that are faster, more intelligent, and increasingly invisible. Whether it’s through shared terminals, instant payments, or biometric recognition, the goal remains the same.

In that sense, fintechs and retailers are no longer on opposite sides of the counter. They’re part of the same ecosystem, moving toward a version of commerce where experience and infrastructure finally run at the same speed.

At UNCHAIN, the fortress is just the setting. The real story is the people. Finance Legends brings forward the voices shaping finance. The ones building, adapting, and rethinking the systems that keep money moving. This time, we sat down with Raul Alexandru Risnita from Banca Transilvania to talk about the efforts of bringing digital banking closer to Romanian businesses.

Raul has spent much of his career at the intersection of business and technology. As Director Companies Digitalization Department at Banca Transilvania, he works on the products and processes that keep businesses connected to the bank’s services, from everyday transactions to full digital ecosystems. His approach is pragmatic rather than theoretical, built on understanding how technology can solve real operational challenges for companies that are still learning what “digital” means in practice.

Corporate digitalization has become a strategic priority for many banks. In your view, which area of the digitalization process makes the biggest difference for corporate clients?

Digitalization has become a mainstream priority in most domains and has become more interconnected between segments than ever. For full digital experiences or automation, some domains become dependent on others. Corporate customers focus mostly on creating efficiency in internal processes and automating redundant employee work, very similar to what we, as a large bank, are trying to do.

And from the bank’s side, what does that mean in practice?

We need to be able to offer them transactional frameworks, accessibility, and connectivity to their transactions, accounts, and banking activity. Extending this to customizing statements, recurrent or bulk payments, auto-reconciliation, and adapting to their more personalized needs, like direct integrations with ERP systems, payroll systems, and so on. In other words, we need to facilitate accessibility in whatever touchpoint a customer needs.

Looking at it, we get the sense that the story of corporate digitalization isn’t really about the technology itself. It mostly centers around habits. About how companies, often run by people who built them long before “digital” became a department, start rethinking the way they work. 

That same idea is what shaped BT Go, the platform that slowly grew from a practical tool into something closer to a companion for entrepreneurs who just want banking to get out of the way.

BT Go is well-regarded among SMEs. What do you think has been the key to building an app that business users choose to adopt?

I think we have built BT Go with the thought of it becoming more than a banking application. We mainly focused along the way on understanding how we can solve the day-to-day problems and struggles that entrepreneurs face. Most of the time, it has been a close collaboration between real customers and product owners, trying to discover together what the best experience would look like and how we can adapt and offer more seamless services. 

There is still a long way ahead for BT Go and its plans, but I am most confident about its success because we totally changed the product development mindset and perspective on how it needs to be developed, starting from real needs being solved with the latest technology.

With BT Go, the front door felt settled. The next question sat behind it: how do you handle the knocks that come at all hours? Where do you put help when people don’t want to open another app? That’s where a “little” WhatsApp experiment came in, one that even carried his name.

You’ve launched tools like the “Raul” chatbot on WhatsApp. What role do you believe automation plays in transforming client service at scale?

I think it solves exactly what the question expresses — “scale.” Depending on processes, the only way you can reach high numbers and volumes is by automating whatever can be automated, restructuring unnecessary steps, and creating simple and intuitive workflows.

How far can that automation go before it starts to replace the human element?

We have managed to reach more than 60,000 customers with a chatbot embedded in WhatsApp that has been built around simple automated processes. I believe most companies should focus on using automated or AI capabilities to figure out potential scalability paths that open up through this type of technology. Close and offline customer relationships still remain a very important aspect of the experience, but when it comes to servicing high numbers and volumes of simple requests, we should let technology do its thing.

Automation helped BT serve more people, faster. Inside the bank, that created a different kind of work: aligning teams, untangling approvals, redrawing processes. We asked Raul what has to shift on the inside for the strategy to stick.

Digitalization isn’t just about technology, and it also requires internal transformation. What organizational change do you think is essential for making these strategies work?

A very good question. I think technology is the last thing that comes in the digital transformation process. Basically, it’s the enabler, not the starting point. I think that a combination of a forward-looking mindset together with business knowledge, customer insights, and process design is the most important thing when thinking about transforming businesses and organizations. Once your strategy is clear, your processes are designed based on real needs and customer understanding, tand he technology will come to enable these changes.

And culturally, what needs to change inside the organization for that to work?

I am a great fan of creating a safe environment where people can create, think outside the box, push the boundaries, and just try. No matter if they fail, if the trying never stops, in the end you will find a good solution or develop a good product. So, to conclude, it’s mostly about the right people with the right skill set who can work within a safe and innovative culture. It’s itself a great process of aligning all this together.

After culture comes direction. Once the teams, processes, and guardrails are in a decent place, the open task is simple enough on paper: decide where to put the energy to evolve.

Looking ahead, where should Banca Transilvania focus next when it comes to supporting businesses through digital innovation?

I’m really not a great future predictor and I think the way things are looking nobody can truly say what will happen in the next couple of years. Nevertheless I think that there are some areas where we should be more present or focus more, like embedded finance for example. People and businesses are more and more on the go. We are seeing more and more superapps being developed which leads to the fact that we need rapid access to multiple services in the same place, quickly and with lower effort.

This creates a future based on API capabilities and services, not a fight for the most beautiful interface. The touchpoint will be wherever the customer feels most comfortable and attracted to enter. Who knows, maybe we will no longer have any applications in 10 years from now but just one… a super AI search engine and assistant that provides personalized content without us even making a slight effort.

All of this lands only when people keep comparing notes in real life. Direction is set inside the bank. Calibration often happens out in the open: on stages, in hallways, around a table after a panel. From there, the role of industry meetups becomes hard to ignore.

UNCHAIN has become a key meeting point for fintech and banking professionals across the region. From your perspective, what role do events like this (and particularly UNCHAIN) play in shaping collaboration and innovation in the industry?

Unchain Festival is a venue for innovation that has managed to improve year after year. Something rare in the Romanian landscape of fintech and technology events, and it’s something that needs to be sustained continuously. We need to focus more on bringing great people and minds together, facilitating and investing in their ideas and discussions so the entire ecosystem benefits from it. 

It’s exactly what these kinds of events bring together: great minds and people with no limits in opening a great dialogue for collaboration between them. It’s also a great place for people to be seen, for ideas to rise and, why not, for people to start co-creating together.

Overall, Raul talks about digital change in a way that stays close to the work. Start with real problems and map the process. Let the technology come in when there’s something clear to enable. For companies, the value shows up in operations: access, connectivity, integrations, and service that holds up when demand surges.

Looking ahead, his instinct stays modest. Companies should build what helps, meet people where they already are, and don’t make the tool the story. It’s a practical view for a market that moves on habit as much as on hype. If the coming years reward builders who keep usefulness at the centre, Raul’s work is already pointing in that direction.

FINANCE LEGENDS

At UNCHAIN, the fortress is just the setting. The real story is the people. Finance Legends is a series that shines a light on the individuals whose choices and ideas leave a mark on the region’s financial landscape. Each edition looks at a leader whose work is influencing how banks, fintechs, and regulators think about progress and act on it. In this edition, the focus is on Serban Negrescu, the Garanti BBVA executive whose work in digital transformation raises some of the most pressing questions facing banks today.

Serban Negrescu has built his career on the idea that banking should always follow progress. At Garanti BBVA, he leads the push on digital transformation and product development, a role that puts him in the middle of one of the biggest questions in finance today: how do you keep the bank relevant when customers expect everything to happen instantly, on their phones, and without issues? In today’s market that challenge is amplified: customers are quick to embrace digital tools, yet institutions often struggle to keep pace. Serban sits at that fault line, pushing Garanti BBVA to move with the agility of a fintech while carrying the responsibility of a bank.

What does real digital transformation in banking require today, beyond the hype?

Real digital transformation in banking goes far beyond adopting flashy front-end apps or simply digitizing existing processes. It demands a deep, strategic shift across the entire organization, one that rewires both the technology stack and the operating model

At Garanti BBVA Romania, we are replacing our core systems with scalable, cloud-ready platforms that allow for faster integration, real-time data processing, and continuous delivery of new digital services. Old legacy systems are too rigid and slow to support the agility of today’s market demands.

So it starts with technology, but where does the customer come in?

Technology is only the foundation. Real transformation also means redefining how value is delivered to the customer. That starts with putting customer journeys at the center, not just digitizing offline processes but completely rethinking them to be intuitive, accessible, and efficient. In my experience, aligning business, IT, and data teams around this goal is key.a teams are all aligned around the same goal.

And what about culture inside the bank? Many institutions still struggle with risk-aversion.

A successful transformation also requires a culture of agility and experimentation. Traditional banks often struggle with siloed structures and risk-averse mindsets. To drive change, we need empowered, cross-functional teams, rapid feedback loops, and leadership that supports bold decisions. At Garanti BBVA, we’re fostering this by adopting agile methodologies and collaborative governance across departments.

You also mentioned data. How central is it to this transformation?

It’s critical. True digital transformation means becoming a data-driven organization, where insights guide decision-making, personalization, and operational efficiency. This goes beyond dashboards; it’s about embedding intelligence into every customer interaction and internal process.

All of these moving parts (technology, culture, data, and compliance) point to the same conclusion: digital transformation is a complete rethinking of how a bank operates. It takes leadership willing to make structural changes, teams willing to experiment, and above all, a constant focus on the customer. 

How would you describe Romania’s progress in digital banking compared to other countries in Central and Eastern Europe?

It is a solid fact that Romania has made significant strides in digital banking, particularly in the past five to seven years, but its progress is a mixed picture when compared to other countries in Central and Eastern Europe (CEE).

On the positive side, Romania has seen strong innovation in mobile banking and fintech adoption. The local market responded rapidly to global trends like NFC payments, instant onboarding and lending, and mobile wallets. The appetite for digital experiences is there, and Romanian consumers are digitally savvy and willing to adopt new solutions quickly when the value is clear.

What role have banks played in that shift?

Banks (both local and subsidiaries of international groups) have invested heavily in core modernization and digital channels. Initiatives such as replacing legacy infrastructure, launching fully digital lending products, and integrating RPA or AI-based services are no longer exceptions, they are part of the new norm.

Still, progress has been uneven. Serban points out that while there are success stories, the pace and consistency of implementation lag behind markets like Poland or the Czech Republic. Many banks are still early in their digital journeys or working with fragmented strategies, which makes scaling harder.

Another weak spot is public digital infrastructure. In countries such as Estonia (and increasingly in Hungary), tools like digital IDs, electronic signatures, and open data have created the foundation for seamless financial services. In Romania, those pieces exist but remain underdeveloped or underused.

What about inclusion? Has digital closed the gap, or widened it?

That’s still a challenge. Financial inclusion and digital literacy continue to present barriers in rural or underserved communities. There’s a need for broader efforts across the ecosystem (banks, regulators, fintechs, and government) to ensure digital doesn’t widen the accessibility gap

Even so, Serban believes the fundamentals are strong: talent, appetite for innovation, and consumer readiness. What Romania needs now, he argues, is scale, speed, and closer cooperation between public and private players. Only then will the country be able to match (maybe even surpass) its peers in the region.

At Garanti BBVA, you have overseen fully digital onboarding and AI-powered personalization. What were the main lessons from implementing those capabilities?

One of the key lessons we learned is that digital onboarding and AI personalization are not technology projects. They are transformation enablers that require deep alignment across the business, IT, risk, legal, and customer experience functions.

What did you discover when it came to digital onboarding specifically?

The first major lesson was the importance of customer-centric design. It’s not enough to digitize forms or replicate the branch process online. We had to rethink the onboarding journey entirely, simplifying steps, eliminating friction, and ensuring compliance and security without compromising user experience. Getting KYC, digital signature, and identity verification to work seamlessly required intense collaboration between compliance and tech teams, and sometimes even regulatory dialogue.

That collaboration, he adds, was not just a technical exercise but a cultural shift inside the bank. Compliance and technology don’t always sit at the same table, and digital onboarding forced those conversations to happen in real time.

Did everything work smoothly from the start?

We realized the importance of agility and testing in live environments. What worked in pilot did not always scale as expected. We had to continuously monitor drop-off rates, customer feedback, and operational data to iterate quickly and optimize the funnel. Real transformation came from being willing to adapt and improve fast, even after launch.

And when it comes to AI personalization?

Personalization must serve a clear value to the customer, not just push offers. When used right, AI helps us anticipate needs, simplify navigation, and make financial decisions easier. But relevance is key. Irrelevant recommendations erode trust fast, so the AI has to be smart, explainable, and continuously trained.

The broader lesson was about ownership. Digital onboarding and personalization touched nearly every part of the bank. Success depended on breaking silos and aligning everyone around the same goal: creating a simple, intuitive, and meaningful customer experience. These initiatives, he says, are now treated less as standalone projects and more as pillars of a scalable digital bank.

Looking ahead, where do you think banks still fall short when it comes to delivering truly personalized customer experiences?

While many banks have made progress in collecting data and segmenting customers, most still fall short in translating those insights into real-time, context-aware, and emotionally intelligent experiences. Personalization today is often superficial, driven by marketing rules or product triggers, not by a true understanding of customer intent or life context.

What’s the core problem behind that?

One of the key shortcomings is that banks think in products, not in customer needs. Most personalization efforts still focus on pushing offers (a credit card when spending is up, a loan when income drops), but that’s not truly personal. Real personalization starts with anticipating behavior and offering relevant guidance, sometimes even before the customer realizes the need. That requires a shift from transactional thinking to relationship thinking.

Serban points out that this shift requires more than clever targeting. It means building an understanding of customers that cuts across silos, something most banks still struggle with.

Is data integration the missing piece?

Yes. Many banks still operate in silos, with fragmented views of the customer across channels and products. Without a unified customer profile (enriched with behavioral, transactional, and even contextual data), it’s impossible to deliver consistent and meaningful personalization. The data exists, but it’s often underutilized or locked in legacy systems.

Beyond data, what else gets overlooked?

Banks also underestimate the importance of timing and delivery. Personalization is not just what you say, it’s when and how you say it. A push notification during salary week can be relevant; the same message during a financial hardship moment can be tone-deaf. Understanding context and emotional state is critical, and AI can help, but only if designed and trained thoughtfully.

He adds that timing without trust doesn’t get far. Customers today are more aware of how their data is used, and if personalization feels intrusive or manipulative, it can backfire quickly. Transparency, control, and a focus on genuine financial well-being matter just as much as the sophistication of the algorithm.

So what will separate the leaders from the laggards in the years ahead?

I would say agility. By the time a personalized campaign is built, approved, and deployed, the moment of relevance has often passed. Embedding real-time intelligence into customer interactions (from app navigation to contact center conversations) is where the future lies. And that requires not just technology, but a cultural shift toward experimentation and continuous learning.

That shift, he argues, will define tomorrow’s leading banks.

How did you enjoy your time at UNCHAIN this year?

UNCHAIN this year was truly inspiring, both in content and in energy. It brought together exactly the kind of community we need more of in the region: bold thinkers, digital doers, and people genuinely passionate about reshaping financial services. What I appreciated most was the honesty of the conversations. It was less about buzzwords. It had actual substance. Whether it was about embedded finance, open banking, or AI in customer journeys, the discussions reflected a maturity that shows how far the ecosystem has come.

Part of the value was also personal. Stepping outside the day-to-day pressure of execution gave him space to reconnect with peers from fintechs, banks, and regulators across CEE. The mix of perspectives (and even the constructive disagreements) offered both validation for what Garanti BBVA is already doing and sparks for what could be improved.

Another standout for me was the diversity of voices, not just geographically, but also across disciplines. You had product leaders next to founders, data scientists next to policymakers. That kind of mix creates the right tension, and some of the most insightful conversations happened outside the formal panels, over coffee or during side chats.

Too many conferences stay in the clouds; Unchain managed to balance inspiration with practical use cases and lessons learned, including some failures, which are just as important to hear. All in all, it was time very well spent.

That sense of shared purpose also mirrors his own approach at Garanti BBVA. He has never spoken about technology as an end in itself, but as a means to build relevance and trust. Whether it’s digital onboarding, AI-driven personalization, or the broader cultural shifts inside banks, his message is that transformation only matters if it makes people’s lives simpler and more meaningful.

In a region still defining its digital future, transformation is not a showcase of technology but a test of relevance: whether banks can remain trusted, useful, and human while rethinking their foundations. Serban’s work at Garanti BBVA shows that the future of finance in Romania (and in the wider region) will belong to those who can turn ambition into execution without losing sight of the people they serve.

At UNCHAIN, the fortress is just the setting. The real story is the people. Finance Legends is a series that highlights the people shaping finance in Central and Eastern Europe. Each edition focuses on a leader whose work influences how banks, fintechs, and regulators think and act. This time, that spotlight is on Rik Coeckelbergs, a voice that has become familiar across Europe for bringing bankers and innovators together and keeping questions of trust and values at the centre of the conversation.

Rik Coeckelbergs has spent the past decade turning conversations about banking into a career. Known across Europe as a moderator, writer, and community builder, he usually asks the questions that others tend to avoid. With his latest book, A New Ethos in Banking, he’s pushed the debate even further, challenging banks to look beyond quarterly results and reconnect with the values that once defined them. In a time when the industry is still trying to balance digital speed with human trust, Rik has become one of the voices reminding us that finance is, at its core, about people.

You’ve spent years observing and moderating conversations across Europe’s banking scene. What’s the biggest shift you’ve noticed in how banks approach their role in society?

It’s fascinating how banks have approached their role in society, because it often mirrors how society views them. After the global financial crisis and the digital shake-up that followed, banks were on the defensive. They were seen as greedy, slow, and out of touch — bailed out by the public but not giving much back. Whether or not that was fair, it shaped how people looked at them, and banks had to carry that perception.

Between those years of playing defence, there was another challenge. As Rik points out, banks had to accept their position as “semi-public institutions.” That meant more than balancing the books. It meant financing the economy to keep jobs alive, investing in the green transition, and pouring money into digital projects. That had to happen while making sure those who struggled with new technology weren’t left behind.

Do you feel like that perception is finally changing?

What I now observe is that banks are gradually recovering from this negative perception, after twenty years, and are adopting a more proactive societal role. Banks are resisting non-productive regulations, recognising the digital divide, and launching initiatives to keep every consumer engaged.

And what about sustainability? That’s become a defining part of banks’ responsibilities.

We can’t ignore it. Sustainability has evolved alongside geopolitics, with investments in the defence industry serving as a striking example. This used to be a clear “no” for many institutions when defining ESG safe investments; today, the landscape has changed significantly.

After years of moderating conversations, Rik decided to capture some of those ideas in writing. What began as a series of events around “ethos in banking” grew into a book that pushes the debate further, asking banks to reconnect with values that go beyond short-term performance.

Your latest book, A New Ethos in Banking: Embracing Values and Ethics for a Meaningful Transformation, explores values in the financial sector. What inspired you to write it now, and what response has surprised you the most so far?

Back in 2023, we organised three events centred on “Ethos in Banking,” where numerous CEOs and other executives shared their interpretations of ethos and their visions of its significance for the industry. It was fresh and presented banking within a context I had not encountered before. That is why I wanted to continue that dialogue through a series of interviews, which eventually culminated in the book now available worldwide.

From my observations, the banking industry has somewhat lost its original character by merely copying successful strategies from others. The book is not primarily about ethics but about translating a bank’s ethical principles into its daily operations and transformation efforts, whether that involves digital innovation, sustainable practices, or other forms of change.

Beyond the events that inspired it, Rik describes the book as a call to action, a push for banks to bring their identity and values back into the heart of transformation. That message has resonated. Readers have praised the work for putting trust and social contracts at the centre of banking’s future, and for highlighting the intersection of ethics, innovation, and purpose-driven leadership.

When you talk about an ‘ethos’ in banking, what does that mean in practice for a traditional bank trying to modernise?

Embracing an ethos in banking means going beyond digital transformation to embed a deep, values-driven culture across the institution. For a traditional bank, it’s about reconnecting with its foundational purpose: helping customers and communities thrive, not just processing transactions or selling products.

In practice, this starts by articulating a clear long-term mission, one that resonates internally and externally. Ethos demands a shift from quarterly performance to generational relevance, anchored in trust, empathy, and responsibility. 

And what role does technology play in this?

Critically, an ethos-driven transformation humanises technology. Digital banking often failed to connect with customers emotionally. Banks must now infuse empathy into design, ensuring services are inclusive and meaningful, particularly for vulnerable groups.

That requires leadership to set the tone, right?

Leadership plays a crucial role. Ethos isn’t about slogans but about behaviour, especially when no one is watching. As Cor Herkströter put it, “principles that change every year become worthless for employees.” Consistency in values through leadership transitions is essential. 

Ethos also changes how banks think about compliance. It’s not enough to tick boxes. The shift is from doing only what is legally allowed to doing what is right. Rik stresses that “For traditional banks, modernisation with ethos is not optional. It’s how they remain trusted, human, and meaningful in a digital world.”

Through The Banking Scene, you’ve built a strong community around banking innovation. What’s one lesson you’ve learned from curating all those dialogues?

All these people act with the best intentions within their own context. Often, changing a bank is less about the individuals and more about the environment they operate in, whether that is culture, leadership, work methods or the bank’s identity, in short: its ethos.

That also means the same question will spark very different answers, depending on the bank. For Rik, this diversity is what makes real change possible. The Banking Scene is a platform for people to share their stories to help others re-evaluate the status quo.

Have you noticed differences between smaller and larger banks?

Yes. Smaller banks are often modest in taking the stage, although they are often the heroes that successfully drive change with much fewer resources, and remain a relevant competitor for the big players. That is often underestimated in my opinion. They may innovate less, but be much more focused on developing the right services.

Looking ahead, Rik suggests the bigger challenge is not just about the size of institutions, but about their relevance. It’s a theme he’s already planning to put at the centre of The Banking Scene’s 2025 agenda, and it connects to questions of technology, risk, and even sustainability.

What do you see as the next big conversation the industry isn’t having yet, but should be?

Anything from digital transformation to societal and economic relevance in a world that seems to be embracing some aspects of the free banking era again, with the rise of stablecoins. I’m not just talking about payments, but also the impact of stablecoins on banks’ credit policies, etc.

The relevance of banks is also being challenged in fraud prevention. The rise of AI is completely reshaping how fraud is committed and how it should be countered. What should banks do here? The same applies to the responsible use of AI, not only within banks but also in interactions with the outside world. What happens when I start using an AI agent to manage my finances, and what is the role of a bank in that context? 

Sustainability is part of that same conversation. As Rik points out, climate change already leaves a mark on the balance sheets of banks and insurers. The question is how much further the sector should go in keeping responsibility high on the agenda, and in pushing society to act on it.

Against that backdrop of relevance, risk, and responsibility, it’s no surprise that the events Rik values most are the ones that open space for honest dialogue, events like UNCHAIN.

You’ve been to countless fintech events. What stood out to you about UNCHAIN?

What made UNCHAIN different was that it really felt like a festival, not just another conference. Beyond the panels, there were informal moments – pre-drinks, the evening concert, even a city tour — that created space for genuine dialogue. The setting, a fortress in Romania at the crossroads of Eastern Europe, gave it a distinctive energy, and the organisation was seamless. It brought together regulators, banks, and innovators in a way that felt open and collaborative.

That mix of structured debate and informal exchange is exactly what Rik has tried to foster throughout his own work. He never approached banking as just numbers and regulations. Through his activities (from moderating debates to writing about values and ethos), he’s shown that finance is inseparable from the society it serves. The Banking Scene has become his way of keeping that dialogue alive, drawing together voices from across Europe to ask what relevance, trust, and responsibility really mean in 2025.

At a time when the industry is reshaped by AI, sustainability pressures, and shifting geopolitics, Rik’s message is a reminder that banks are more than institutions. They are part of the social fabric, and their future depends on whether they can stay human while adapting to change.