We continue to develop our cooperation with the PZU Group, strengthening our position in the bancassurance market and offering clients comprehensive insurance solutions. We integrate leasing and factoring services within the Pekao Group to provide complete financial support, particularly for micro, small, and medium-sized enterprises. Consistently pursuing synergies from this collaboration enhances the Bank’s offer and supports revenue diversification.
Pekao on the Polish financial services market
Key intangible resources
Bank Brand and Client Relationships
A strong, highly recognisable brand and a comprehensive product offering reinforce the Bank’s market position and foster client loyalty. We build long-term client relationships based on the principles of the client experience management model introduced in 2025. This model is grounded in delivering professional, transparent and empathetic service – regardless of clients’ financial needs, life stage or preferred contact channel. We focus on security, trust, responsiveness to signals, and anticipating client needs. Insights gained from internal and external research, as well as complaints, are used consistently to raise service quality and design solutions aligned with actual client expectations.
We pay particular attention to understanding client needs across life stages. For our youngest clients, we offer savings products and accounts, including the gamified PeoPay KIDS app, which supports financial literacy. We are continuously enhancing our value proposition for Young clients (under the age of 26), addressing their lifestyle and passions. We also cater to individual and private banking clients by offering deeply personalised products and services. Drawing on our specialists’ experience and expertise, we provide comprehensive solutions for businesses. These actions contribute to a steady improvement in how Pekao is perceived by clients, as reflected in higher satisfaction scores, an improved NPS, and favourable market publications.
Employee Competencies and Organisational Culture
We support the development of employee competencies and an organisational culture that promotes decisiveness, agility, and openness to innovation. An aspirational work culture enables efficient operations and the implementation of modern solutions within the Bank. This is evidenced by the Friendly Workplace 2025 certificate awarded to the Bank in recognition of initiatives that support workplace comfort and employee development. These actions contribute to an environment where our values – Simply, Together, Courageously, Responsibly, With Determination, Openly, Honestly – form the foundation of all our activities.
Corporate Governance System and ESG
The Bank’s value creation chain is built on the integrated use of key intangible assets that support the execution of our strategy and strengthen our market position. Central to this are the development of digital platforms, a data ecosystem and AI technologies, which enable process automation, intelligent information analysis, and the implementation of innovative solutions such as next-generation conversational banking. These technologies improve operational efficiency and enable service personalisation, leading to higher client satisfaction. The Bank’s strong brand and long-term client relationships – built on trust and accessibility – represent another value driver, supported by a comprehensive product offering and innovative remote channels (PeoPay, Pekao24, PekaoBiznes24). Strategic collaboration within the Pekao Group and PZU Group expands the service portfolio and diversifies revenue streams. Employee competencies and an innovation-driven organisational culture, combined with high standards of corporate governance and ESG initiatives, ensure responsible management and support sustainable growth. The integrated use of these elements enables the Bank to create value for clients, shareholders, and society, reinforcing its position as a modern, responsible financial institution.