Leveraging technology to enhance the client relationship

The launch of Banque de Luxembourg’s new mobile app reflects its commitment to better supporting clients in their day-to-day banking needs.

First published in PaperJam on July 16, 2025.

The launch is the result of a collective reflection, and also the symbol of a private bank that remains close to its clients — even in a digital age. It demonstrates how innovation, when placed at the service of relationships, can strengthen trust and the clarity of the Bank’s commitment.

We are pursuing a demanding digital transformation, yet one that remains faithful to our valuesJérémy Willaume, Head of Marketing & Communication, Banque de Luxembourg

“Our clients now want to interact with our services through a variety of channels, depending on their needs. In our opinion, autonomy does not create distance. On the contrary, it is a means to enhance the client-advisor conversation. Fewer requests for routine operations means more time for in-depth subjects and long-term considerations. The app facilitates this balance: it extends and reinforces the relationship—it does not replace it,” explains Émilie Bade, Head of Client Services, Transformation department at Banque de Luxembourg.

“We are pursuing a demanding digital transformation, yet one that remains faithful to our values. This is not a race towards digitalisation, but a controlled evolution, shaped by our clients’ expectations. The objective remains constant: to make digital technology a driver of simplicity and proximity. We will continue to ensure that every advancement has purpose, linking it to our promise of tailored support. At Banque de Luxembourg, technology is always at the service of the relationship. That, in my view, is what makes our approach unique,” adds Jérémy Willaume, Head of Marketing & Communication at Banque de Luxembourg.

Starting with users' expectations

It is essential for this digital transformation to be rooted in a clear understanding of client needs and expectations.

We took the time to listen to our clients, in order to offer truly relevant solutionsÉmilie Bade, Head of Client Services, Transformation department, Banque de Luxembourg

“That is why we took the time to listen to our clients, in order to offer truly relevant solutions. They are not necessarily looking for a multitude of features—they want a reliable, clear, and refined environment. They expect an intuitive tool that reflects the same trust and exacting standards inherent in wealth management. We believe that good design is one that fades into the background, leaving space for what really matters. As such, we have enhanced clarity of information, fluid navigation and speed of access. The elegance of the user experience also reinforces our promise of personalised support,” says Émilie Bade.

Given the diversity of our client base and varying levels of digital maturity, particular attention was paid to accessibility, anticipating regulatory requirements that are now becoming standard. “Incorporating accessibility criteria—stronger contrasts, screen-optimised information structure, easy-to-use features — is essential to ensuring that every user enjoys an optimal experience,” adds Émilie Bade.

A comprehensive transformation approach

Digitalisation at the Bank goes far beyond the rollout of a mobile application. “Our clients are increasingly informed, autonomous, and demanding — in short, more expert. At the same time, regulation is increasing and our offering is becoming more complex. Technological robustness and security are also key factors in any digital transformation strategy. We are therefore encouraged to rethink our internal operations and systems to improve efficiency — and to avoid transferring this complexity onto our clients. All stakeholders in the Bank’s value chain must evolve to deliver simpler, more efficient processes that ultimately serve our clients better. That is the essence of the digital transformation we have been implementing over the past few years,” concludes Jérémy Willaume.

With this in mind, the Bank is also exploring the potential of artificial intelligence as a powerful tool for streamlining operations and strengthening the connection between clients and their bank.