April 21, 2016, Vienna - Sberbank participated in the 5 Annual Customer Experience Management in Banking Summit, which took place in Vienna on April 19-21. At the event, Yana Pavlova, Director of Sberbank's Customer Relations Department and Alexandra Altukhova, Director of the Department for Modernising Customer Experience presented the bank's client-centric business model, key projects, and the methods that Sberbank uses to measure client satisfaction.

Sberbank's client-centric model is based on the principle 'I treat the client as I would like to be treated myself', said Yana Pavlova. Components of the model include accessibility of services via any channel, dealing with clients' issues when they are communicated to us, comprehensive financial security, and the idea that the client is right.

'At this summit major international banks are sharing experience on how to make interaction between clients and banks simpler, more convenient and more useful, as well as how to increase client satisfaction as a result of interaction,' commented Yana Pavlova. 'Sberbank too has accumulated a good amount of experience in this area, and we are delighted to share it with others.'

The Customer Experience Management in Banking Summit is one of the largest industry events focusing on the quality of customer service. The summit is attended by top managers from major international banks who are responsible for increasing the quality of customer service. Key topics of the summit this year include: building a client-centric model, the client's voice in the digital world, omni-channel communications with clients, and methods for measuring client experience.

Sberbank won the award 'Consumer Rights and Quality of Service 2015' for being Russia's most client-centric bank.

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Sberbank
Alexander Baziyan
Press Office
Tel. +7 (495) 957 5721
media@sberbank.ru

Sberbank is Russia's largest bank and a leading global financial institution. Sberbank holds almost one third of aggregate Russian banking sector assets, it is the key lender to the national economy and the biggest deposit taker in Russia. The Central Bank of the Russian Federation is the founder and principal shareholder of Sberbank owning 50% of the Bank's authorized capital plus one voting share, with the remaining 50% held by domestic and international investors. Sberbank has more than 135 million individual customers and more than 1 million corporate clients in 22 countries. Sberbank has the largest distribution network in Russia with almost 17,000 branches, and its international operations include UK, US, CIS, Central and Eastern Europe, Turkey and other countries.

The Bank holds the general banking license No.1481 issued by the Bank of Russia. Official websites of the Bank: www.sberbank.com (Sberbank Group website), www.sberbank.ru.

Sberbank issued this content on 21 April 2016 and is solely responsible for the information contained herein. Distributed by Public, unedited and unaltered, on 26 April 2016 12:06:26 UTC

Original Document: http://www.sberbank.com/news-and-media/press-releases/article?newsID=a24e392c-9c8c-4b1c-91ff-0ae9583b17e4&blockID=7®ionID=77&lang=en&type=NEWS