A new maib brunch dedicated to the retail customer experience: a warm, open, and constructive conversation
In a warm and friendly atmosphere created especially to listen to the voice of customers, answer questions, and look together at banking processes through the eyes of those who use them every day, maib held a new edition of its brunches dedicated to the customer experience. The event brought together clients from various segments, who shared personal experiences and offered direct feedback about their interaction with maib products and services.
“Today, at this brunch, I was once again convinced that you truly care about your clients”, said one of the event participants. The feedback came as a result of several moments that shaped the atmosphere of the event: maib team took notes on the aspects that matter to customers and their expectations regarding certain banking services and products; they offered behind-the-scenes insights into the motivation behind certain business decisions; they presented the advanced features of the maibank app, and they also announced, for the first time, new projects that are soon to be launched on the market.
The voice of the customers was, as always, the most relevant part of the event.
A parent told us: “My son’s financial education has improved thanks to maib, especially the maib junior card. For that, thank you!”
Another client spoke about the importance of quick reactions: “I reported an issue through maibank and was contacted immediately. Then I commented on social media and received an instant reply. Today, at the brunch, I was once again convinced that you care about your customers.”
Simplicity and clarity were other appreciated elements: “I like that you explain complex things in simple language and that I can make transactions with just one click.”
Moreover, the transformation of maib in recent years was noticed directly: “I’ve had more difficult experiences in the past, but in the last three years you’ve truly made a revolution for the better.”
Aliona Stratan, First Deputy of CEO of maib:
“Customers are our compass. We understand that modern banking is not just about technology, but also about open conversations, constructive feedback, empathy, and the desire to improve constantly the experience of every customer who interacts with maib. I want to thank the customers who shared negative feedback, because we learn from every experience, and I also want to thank the customers who insisted on saying ‘thank you’, reassuring us that we have set the right direction and that interactions with maib are meeting — and even exceeding — expectations”.
Customer experience events will continue in 2026, as part of maib’s commitment to building convenient and intuitive banking — digital at scale and deeply human in every interaction.
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