Information unaudited Information ungeprüftDigitalisation and infrastructure

Digital transformation

Digitalisation, an important project at the LLB Group, is being driven by our ACT-26 strategy and the comprehensive LLB.ONE programme. The LLB Group wants to become more agile, more digital and more scalable in the coming years. To achieve this goal, we are continually modernising our products, services and internal processes. The Group CDO Division coordinates this digital transformation and ensures that the development of the project is in line with the Group’s strategy, that all resources are efficiently employed and that clients and employees are involved in the process.

LLB.ONE

The goal of the LLB.ONE programme is to drive the further development of our products and services, whereby the emphasis lies on improving customer experience, process efficiency and growth. We have converted our working methods to agile value streams to be able to critically evaluate existing processes and adapt them where necessary. This enables us to achieve an even sharper focus on clients’ requirements and closer coordination between all participants. By the end of the current strategy period in 2026, CHF 100 million is to be invested in the LLB.ONE programme.

Efficieny and digitalisation with LLB.ONE

Implementation in 2024

In the 2024 business year, the LLB Group reached the following milestones in its digital transformation:

We have completely redesigned our client advisory centre and can now care for our clients even more efficiently. In a parallel step, we introduced “Salesforce”, a new customer relationship management system (CRM), at the advisory centre to make client services more responsive and personal.

In 2023, we developed three “LLB Daily” account packages and successfully introduced them in 2024. This enabled us to harmonise our basic products and services, making them simpler and more in tune with client requirements. LLB Daily products offer tailor-made solutions for various phases of life and comprehensive services such as free transactions and mobile payments. In addition, clients can individually adjust their settings and benefit from both digital and physical personal services.

We have also implemented numerous improvements in our lending process, for example with automatic loan extension requests. This has significantly speeded up the process and made it more efficient and transparent for clients.

Since the beginning of this year, our clients have the possibility of digitally onboarding themselves at the bank (See the online special LLB in flux). Furthermore, they can utilise even more products online, for example, fixed deposits available since autumn 2024.

In 2024, we introduced our new mobile banking programme and successfully migrated our clients to this new improved app.

Digitalisation of banking business

The LLB Group has made further progress in strengthening its position as a modern, innovative bank. As an important part of this process, we have made substantial investments in expanding our digital services and channels. We are one of the few banks to independently develop, test and implement our own digital offers.

Innovative digital solutions for professional investors

For us, innovative digital solutions are the key to maintaining flexible, close ties with professional investors. We are constantly expanding our offering of digital services for the collaboration with intermediaries and independent asset managers. One example of this is the “LLB FIX” interface in the “LLB Xpert Solutions” product range. This enables external asset managers to boost their efficiency in their interaction with us. The completely digital onboarding process for EAM end clients has been running smoothly since 2024. This enhances the effectiveness of work processes both at the external asset manager and at the LLB Group, creating more time for caring for clients.

Mortgage clients

At LLB, mortgage clients benefit from a flexible, digital service offering. They can extend their money market mortgages online, change products if desired and receive discounts for self-service. Furthermore, during the pilot phase, digitally supported financing advisory services will be available to facilitate the process.

wiLLBe

Our wiLLBe investment app provides clients with the possibility of saving safely and investing responsibly. The app combines preferential saving conditions with a selection of investment possibilities.

Following its launch for investment activities in 2022, a savings option was added in 2023 and the possibility of opening time deposits in 2024. Our clients now also have the possibility of saving in the currencies CHF, EUR and USD at attractive interest rates.

For us, wiLLBe is not just a platform for investment and savings, it also acts as a driver of technological innovation. At the end of the year under report, wiLLBe counted more than 28ʼ000 satisfied customers.

Digitalisation of payment systems

The digitalisation of payment systems enjoys a very high priority at the LLB Group. We therefore offer our clients the following digital solutions to facilitate easy payments: QR invoices, eBills or our own payment app LiPay. In addition, our clients can use mobile payment apps such as Apple Pay, Google Pay, Samsung Pay and Twint (LLB Schweiz).
We are continually upgrading and enhancing our mobile and online banking programmes thus enabling us to incorporate client wishes and drive technical modernisation forward at the same time. Moreover, we are currently in the process of implementing an instant payment option. Since the beginning of this year, we can instantly receive payments in Swiss francs in Liechtenstein and Switzerland.

Shared Service Center

Thanks to the operation of the Shared Service Center by the Group Shared Services Division, the LLB Group can ensure and maintain high quality, efficient, internal services to support the Group companies in implementing the Group and their corporate strategies. These internal services start with client onboarding and include payment systems, securities, foreign exchange and money market trading, as well as securities administration. In 2024, a new record was attained with over 28 million transactions being processed. Group Shared Services is also responsible for physical banking operations including building infrastructure. Their flagship project, Campus Giessen in Vaduz, is making rapid, clearly visible progress (see chapter Infrastructure and the online special LLB in flux).