Fibank Named Bulgaria's Best Bank for Customer Experience by Euromoney at the 2025 Excellence Awards

First Investment Bank rises as Bulgaria’s leading force in customer experience, propelled by a strong year of financial performance, digital transformation, and a robust expansion strategy across Europe. The bank has earned Euromoney’s prestigious Best Bank for Customer Experience award among Bulgarian institutions, marking Fibank’s second Euromoney honor in the institution’s history and underscoring its ongoing commitment to placing client needs at the center of every strategic decision. The achievement is framed not only as a recognition of service quality but also as a validation of a comprehensive program that blends redesigned physical spaces with seamless digital channels and purpose-driven product offerings. In the wake of this accolade, Fibank’s broader performance and strategic initiatives reveal a bank that is redefining modern banking in Bulgaria while preparing for measured expansion in neighboring markets and the wider European landscape. This article delves into the full scope of Fibank’s achievement, the financial momentum behind it, the customer-centric transformation it has championed, the digital and geographic expansion plans it is pursuing, and the broader industry context in which these developments are taking place. The discussion draws on the bank’s demonstrated results, the recognitions it has earned, and the strategic priorities it has set for the near term, offering a detailed, SEO-friendly view of how Fibank is shaping customer experience as a differentiator in a competitive banking environment.

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Euromoney Award and Industry Significance

Fibank’s recognition as the best Bulgarian bank for customer experience at the Euromoney Excellence Awards sets a high-water mark for service quality, client engagement, and financial clarity in the Bulgarian banking sector. Euromoney, a leading international publication covering global financial markets, holds a distinguished position in assessing and benchmarking financial institutions across multiple dimensions, including customer service excellence, product innovation, and operational reliability. By earning the “Best Bank for Customer Experience” distinction, Fibank demonstrates a strategic alignment between its customer-centric initiatives and the measurable outcomes that Euromoney’s evaluators expect to see in a modern, well-governed financial institution. This award is particularly meaningful in a market where customer expectations have become increasingly sophisticated, with clients seeking not only competitive rates and secure transactions but also intuitive digital interfaces, personalized guidance, rapid issue resolution, and a consistent cross-channel experience. Fibank’s achievement therefore signals to customers, investors, and regulators that the bank has embedded a culture of excellence in service delivery, reinforced by systematic process improvements, digital-enabled convenience, and a product suite designed around real, client-defined objectives.

The achievement is described as Fibank’s second Euromoney honor, following a prior Euromoney recognition as Bulgaria’s Best Bank in a different category. The absence of a date in this framing belies the enduring significance of the award: the continuity of recognition across years indicates sustained performance and persistent investment in customer experience, rather than a one-off accomplishment. In practice, this dual recognition communicates a clear narrative to stakeholders: Fibank is not only delivering solid financial results but is also consistently elevating the quality of customer interactions—from in-branch consultations to remote digital experiences—and aligning these interactions with measurable outcomes for clients, such as faster access to services, clearer information, and easier problem resolution. These elements are increasingly critical as clients compare traditional banking with fintech-enabled experiences, where convenience, speed, transparency, and personalization set the standard. The Euromoney accolade, thus, serves as both a validation and a spur—encouraging Fibank to continue investing in people, processes, technology, and governance that elevate customer experience in both the domestic market and as a platform for cross-border growth.

Beyond the prestige, the Euromoney award also functions as a signal to the market about Fibank’s broader strategic direction. The recognition aligns with the bank’s emphasis on end-to-end digital journeys, redesigned physical branches, and product offerings tailored to customer goals. It reinforces the narrative that customer experience is a strategic performance metric, not merely a marketing slogan. In practical terms, the award can influence customer acquisition and retention by building trust and differentiating Fibank in a crowded market. It also supports the bank’s narrative to investors and potential partners—that an integrated approach to CX (customer experience) can be a driver of sustainable revenue growth, improved asset quality, and disciplined risk management. In short, the Euromoney distinction acts as a catalyst for Fibank’s ongoing investment in client-centric innovation, while signaling to the broader market that Bulgaria’s banking sector is capable of delivering global-standard service with local relevance and scale.

The recognition is accompanied by a broader suite of accolades that collectively validate Fibank’s reputation as an innovator within the Bulgarian financial services ecosystem. The combination of awards underscores a consistent record of performance across multiple dimensions, including technology-enabled customer engagement, service reliability, and process optimization. In a market where customer expectations evolve rapidly, the Euromoney award serves as a clear external benchmark, motivating Fibank to maintain its trajectory and push further in areas such as digital onboarding, real-time support, and transparent product information. The award thus acts as both a milestone and a benchmark, marking past progress while informing future commitments—especially as Fibank expands its footprint into Greek digital markets and pursues cross-border opportunities within Europe. For stakeholders, the Euromoney accolade is a concise signal of a bank that is serious about delivering high-quality customer experiences at scale, supported by strong financial performance and a proactive, future-oriented strategy.

In sum, the Euromoney Best Bank for Customer Experience award confirms Fibank’s leadership in customer-centric banking within Bulgaria and reinforces the bank’s broader ambition to translate exceptional customer experiences into sustainable competitive advantage. The recognition is both a culmination of deliberate, strategic investments in people, processes, and technology, and a platform for continued growth that seeks to extend Bulgaria’s CX leadership into neighboring markets and beyond. As Fibank continues to invest in branch redesigns, end-to-end digital journeys, and objective-driven product suites, the Euromoney accolade stands as a reminder of the bank’s core purpose: to make finance faster, clearer, and more inclusive for a growing and diverse client base. The award, therefore, is not an endpoint but a stepping stone in a long-term program of customer experience excellence, governance discipline, and international expansion that Fibank has committed to pursuing with discipline and clarity.

Key drivers behind the award

A cohesive strategy integrating redesigned branches with digital-first journeys, ensuring clients experience consistency whether they visit a branch or log in remotely.
A product portfolio aligned to customer objectives, designed to help clients achieve specific financial goals with clarity and speed.
A governance and risk framework that supports fast delivery while maintaining high compliance standards and prudent risk management.
A multi-channel approach that prioritizes seamless handoffs between in-branch interactions and digital touchpoints, reducing friction and building trust.
A culture of continuous improvement supported by metrics, feedback loops, and a clear escalation path for client issues.

Financial performance and momentum

Fibank delivered a year characterized by strong financial momentum, marked by a record level of profitability alongside significant growth in assets. The bank reported a historical profit milestone, underscoring its ability to translate revenue and efficiency gains into tangible earnings for shareholders and a stronger capital base. The expansion in total assets—an indication of the bank’s scale and balance sheet strength—reached a notable rate of 13.5%. Such growth is a clear signal of the bank’s capacity to attract and deploy capital effectively, backed by a mix of lending, investment activities, and liability management that supports sustained performance over time. The asset base expansion not only reflects the bank’s revenue-generating activities but also embodies its risk management philosophy: growth is pursued with attention to quality and resilience, ensuring that assets under management align with risk tolerances and regulatory expectations.

The year also saw Fibank recording market shares in two critical retail and business finance segments that demonstrate its competitive positioning within the Bulgarian market. Deposits from individuals accounted for an 8.9% share, reflecting the bank’s ability to attract and retain customer deposits in a competitive landscape where liquidity and funding stability are essential. Loans to enterprises represented a 9.7% share, illustrating Fibank’s role as a credible partner for business clients seeking financial solutions to support growth, working capital needs, and investment projects. These shares are not merely numerical indicators; they reflect customer trust, product relevance, and the bank’s capacity to reach and sustain relationships with both retail and corporate clients. Maintaining a balanced and diversified mix of deposits and lending is central to the bank’s strategy for funding stability, pricing discipline, and risk management.

Liquidity remains high, a fundamental precondition for operational resilience and the ability to service customer needs efficiently, particularly in a challenging macroeconomic environment. High liquidity supports a bank’s capacity to meet withdrawal demands, fund new lending opportunities, and manage short-term obligations without compromising longer-term strategic objectives. Coupled with this is the robust position of capital adequacy, which remains above regulatory requirements. This indicates a conservative and disciplined approach to capital management, ensuring that the bank can absorb potential losses and absorb shock from adverse economic scenarios while continuing to pursue growth initiatives. A capital buffer above regulatory minima also provides leeway to invest in strategic initiatives—especially digital transformation, branch modernization, and cross-border expansion—without compromising the bank’s financial stability. Combined, these indicators reveal a bank that has not only grown in size but also strengthened the underlying financial fundamentals that support sustainable performance, long-term value creation, and resilience against market volatility.

The year’s financial results are complemented by a suite of qualitative drivers that underpin the quantitative metrics. Efficiency improvements, productivity gains, and the monetization of digital channels have likely contributed to improved margins and higher earnings. The bank’s ability to sustain profitability in tandem with asset growth signals effective pricing, risk management, and resource allocation. In addition, Fibank’s financial performance has been achieved while maintaining high standards of liquidity and capital adequacy, a combination that positions the bank to pursue its strategic objectives with confidence. Such a profile helps build credibility with customers, investors, and regulators, and lends support to expansion plans that require careful capital planning and risk-adjusted return considerations.

From a strategic standpoint, the financial momentum aligns with Fibank’s broader transformation program. The combination of improved profitability, robust asset growth, stable liquidity, and above-minimum capital adequacy creates a solid base from which the bank can invest in digital ecosystems, service design, and international growth opportunities. It also reinforces the bank’s ability to weather cyclical fluctuations and potential stress scenarios, while continuing to deliver value to clients through enhanced service levels and diversified product choices. The result is a virtuous circle in which customer experience enhancements support engagement and profitability, while the bank’s financial strength reinforces its capacity to invest further in customer-centric initiatives. This synergy between financial performance and customer-centric transformation is central to Fibank’s strategic narrative, and is likely to be a key driver of its competitive differentiation in both current markets and prospective expansion geographies.

Performance drivers and risk management considerations

Customer acquisition and retention through enhanced service delivery channels, including the blend of in-branch and digital experiences.
Revenue diversification through innovative product offerings and cross-sell opportunities that align with customer goals.
Operational efficiency gains from process optimization, automation, and data-driven decision making.
Sound liquidity management that ensures the bank can fund growth while maintaining stable funding profiles.
Conservative capital management that preserves buffers above regulatory requirements and supports growth initiatives.

Customer experience transformation in Bulgaria

Fibank’s strategy to redefine customer experience in Bulgaria is anchored in a deliberate fusion of redesigned branches, end-to-end digital journeys, and products oriented to customer objectives. This approach reflects a holistic view of the client journey, recognizing that a positive experience emerges not from isolated touchpoints but from the seamless integration of physical spaces, digital channels, and outcome-focused product design. The result is a banking experience that is not only faster but also more inclusive, enabling a diverse range of clients to access financial services in ways that suit their preferences, capacities, and goals. The emphasis on end-to-end digital journeys indicates a commitment to removing friction at every stage of the customer lifecycle, from onboarding and authentication to transaction execution and ongoing account management. In practice, this means streamlined onboarding processes, intuitive digital interfaces, real-time insights, and proactive support that anticipates client needs and addresses concerns before they escalate.

Central to this transformation is the redesign of physical branches to complement digital capabilities rather than compete with them. Fibank’s strategy involves creating spaces that encourage comfortable, productive interactions with bankers who can provide guidance on complex financial decisions while offering access to integrated digital tools. The redesigned branches are intended to reduce waiting times, improve information availability, and support multi-channel engagement. They serve as hubs for learning, advisory services, and hands-on demonstrations of digital services that clients can later access remotely. This blended approach is designed to ensure that clients experience consistency, ease, and clarity regardless of whether they choose to engage in person or online. The emphasis on “objectives-driven” products also reflects a shift toward outcomes rather than simply selling financial instruments. By aligning products with clients’ stated goals, Fibank aims to deliver more relevant solutions that meet real needs—such as saving for education, planning for retirement, financing growth, or managing day-to-day liquidity—with clear and transparent terms.

The bank’s progress in 2024 highlights a concrete implementation of this strategy. Fibank opened two pilot offices that feature digital zones, serving as controlled environments where clients can explore and interact with advanced banking technologies. These pilot spaces are designed to test and refine digital experiences that can later be scaled across the network. The success of these pilots is expected to inform broader rollout plans, enabling the bank to standardize best practices in digital onboarding, remote assistance, and self-service capabilities. In parallel, Fibank has continued expanding online banking options for customers, evolving the user experience to be more intuitive, responsive, and secure. The cumulative effect of these efforts is a customer journey that reduces friction, accelerates service delivery, and increases client satisfaction, while enabling the bank to gather richer data on customer preferences and behaviors to drive further improvements.

The customer experience initiative is not limited to domestic markets. Since the summer, Fibank has introduced digital products in the Greek market, signaling a deliberate cross-border dimension to its CX strategy. This expansion into Greece represents a strategic step toward building a regional footprint and leveraging digital platforms to scale customer engagement across national borders. By delivering digital products in multiple languages, currencies, and regulatory contexts, Fibank demonstrates its capability to adapt its digital architecture to diverse client segments and regulatory regimes. The cross-border ambition aligns with a broader European expansion plan that targets additional countries, seeking to replicate the success of its Bulgarian CX model in new markets. The approach emphasizes risk-aware growth, ensuring that expansion is guided by market demand, compliance standards, and sound governance while remaining anchored in customer-centric principles.

The outcomes of Fibank’s customer experience transformation are reflected in industry recognitions beyond Euromoney, including honors such as Celent Model Bank, Engage Awards, and Mystery Shopper Bank. These awards speak to various dimensions of customer experience—from the sophistication of digital platforms and the quality of customer interactions to third-party assessments of service standards. The convergence of these recognitions with the Euromoney award presents a multi-faceted validation of Fibank’s CX strategy, illustrating that the bank is delivering measurable improvements across multiple stakeholders, including customers, partners, and independent evaluators. The cumulative impact of these efforts is a refreshed brand perception that positions Fibank as a forward-looking, customer-centric institution capable of delivering value through a blended, technology-enabled approach to banking.

Concrete elements of the CX program

Redesigned branches that enhance accessibility, comfort, and the visual presence of digital tools.
End-to-end digital journeys that minimize steps, reduce friction, and provide real-time support.
Objective-driven product design that aligns financial solutions with client goals and life plans.
Digital zones within pilot offices to showcase new tools and capture real-time feedback for improvements.
Online banking enhancements that improve usability, security, and cross-channel integration.
Cross-border digital product launches that extend the CX model to new markets.
Ongoing measurement and feedback mechanisms to assess customer satisfaction and identify areas for improvement.

Digital transformation in action and cross-border ambitions

Fibank’s digital transformation is a cornerstone of its customer experience strategy and a central driver of its expansion ambitions. The bank has focused on building seamless, end-to-end digital journeys that enable clients to complete a wide array of financial activities with minimal friction. The digital platform supports onboarding, product discovery, transaction execution, and ongoing account management with an emphasis on speed, clarity, and security. The continued development of online banking options is a key enabler of this transformation, empowering clients to access services remotely at their convenience. A critical feature of this approach is the adoption of user-centric design principles, which place client needs at the heart of product development and interface design. This results in intuitive navigation, coherent workflows, and meaningful feedback loops that empower customers to take control of their financial activities.

The Greek market entry underscores the cross-border dimension of Fibank’s digital journey. By launching digital products in Greece, Fibank demonstrates its capability to adapt its platform to different regulatory environments, languages, and consumer preferences while ensuring compliance with local standards. This strategic move not only broadens the bank’s customer base but also serves as a proving ground for scalable digital solutions that can be exported to additional European markets. The extension into Greece illustrates a deliberate approach to regional growth, leveraging digital capabilities to reach new clients without immediate reliance on physical footprints in every market. It also provides opportunities to cross-sell, share best practices, and optimize operations through regional synergies and economies of scale.

In parallel with digital onboarding and cross-border product launches, Fibank’s strategy emphasizes the integration of technology with service excellence. The bank’s efforts include continuous improvements to cyber-resilience, data protection, and fraud prevention to maintain client trust as digital interactions grow in volume and complexity. The emphasis on security is essential for sustaining customer confidence and ensuring that clients feel protected when engaging in online transactions, remote consultations, and digital product purchases. The combination of customer-centric design, robust security measures, and scalable digital infrastructure positions Fibank to deliver a superior experience across channels, while enabling rapid adaptation to evolving regulatory requirements and market expectations.

The results of these digital initiatives are reinforced by public recognitions and industry accolades, reflecting the alignment of technology-enabled customer experience with business performance. The bank’s ability to deliver digital products to new markets and to refine its digital ecosystem through ongoing feedback and iterative improvements demonstrates a practical pathway for other institutions seeking similar CX outcomes. At the same time, the cross-border strategy reveals potential for additional growth, diversification of revenue streams, and stronger regional positioning within Europe. This approach also informs risk management considerations, as expansion must be conducted with disciplined governance, regulatory compliance, and proactive risk assessment to ensure sustainable success in new jurisdictions.

Core digital capabilities and future opportunities

A scalable digital platform capable of supporting onboarding, product discovery, and transactions across multiple markets.
User-centered design and continuous improvement processes to adapt interfaces to client needs.
Robust security and risk controls to protect client data and ensure safe digital experiences.
Cross-border product development that respects local requirements while maintaining a consistent CX framework.
A data-driven approach to personalization, with privacy protections and consent management integral to engagements.
An expansion roadmap that identifies target markets, timelines, and integration plans for regional growth.

European expansion strategy and market implications

Fibank’s strategic vision extends beyond national boundaries, with an explicit emphasis on expansion into other European countries. The approach is anchored in the belief that a superior customer experience—delivered through a combination of redesigned branches, digital excellence, and products aligned to customer goals—can be scaled across diverse markets with careful adaptation. The expansion is driven by a carefully staged plan that prioritizes markets with favorable demand for digital banking solutions, supportive regulatory environments, and potential synergies with Fibank’s existing capabilities. By leveraging its digital platform and cross-border capabilities, Fibank positions itself to reach new client segments and diversify revenue sources while maintaining stringent risk management and governance standards. The European strategy also signals a broader shift in the Bulgarian banking sector toward regional integration, as institutions seek to apply successful domestic CX models to nearby countries, thereby increasing competition and accelerating innovation.

The cross-border path requires careful navigation of regulatory regimes, consumer protection standards, anti-money laundering controls, and capital adequacy requirements across jurisdictions. Fibank has shown a willingness to adapt its product architecture and operational processes to meet the specificities of each market while maintaining a core CX blueprint that ensures consistent client experiences. The Greek market entry serves as a case study in how digital products can be deployed across borders with sensitivity to local preferences and compliance obligations. The company’s expansion plan also implies investments in local partnerships, talent, and customer outreach to build trust and credibility in new markets. In addition, the bank’s growth strategy will likely be supported by ongoing enhancements to data analytics, real-time risk monitoring, and governance frameworks that allow rapid scaling without compromising safety and reliability. The European expansion trajectory is expected to contribute to Fibank’s long-term resilience by diversifying revenue streams, expanding its network effects, and enabling the transfer of best practices across markets.

Strategic implications for stakeholders

For clients: expanded access to digital services and cross-border capabilities that maintain high CX standards.
For investors: a clearer path to revenue diversification and regional growth, underpinned by strong liquidity, capital adequacy, and a track record of innovation.
For regulators: a demonstration of stakeholder alignment between market-friendly expansion and prudent risk management.
For employees: opportunities to be part of a growing, globally oriented bank with a culture centered on customer experience and technology-enabled service.
For partners: a scalable platform that enables collaboration across markets and accelerates joint value creation.

Industry recognitions and a broader awards portfolio

Fibank’s year-long achievements extend beyond Euromoney and reflect a broader industry acknowledgment of the bank’s innovation and service excellence. The bank has earned recognition as a Celent Model Bank, which highlights exemplary use of technology to improve customer outcomes and operational efficiency. Celent’s Model Bank designation emphasizes the practical, demonstrable impact of digital and tech-driven initiatives in delivering superior CX, a core objective at the heart of Fibank’s strategy. In addition, Fibank has been honored with Engage Awards, which spotlight outstanding customer engagement practices and the ability to create meaningful interactions that enhance client loyalty and satisfaction. The Mystery Shopper Bank recognition further reinforces the bank’s commitment to external evaluation and continuous improvement, as third-party assessments help identify opportunities to elevate service levels and ensure consistent quality across branches and digital channels. The confluence of these accolades—Celent Model Bank, Engage Awards, Mystery Shopper Bank—alongside Euromoney’s Best Bank for Customer Experience solidifies Fibank’s reputation as a diversified innovator in the realm of customer-centric banking. The recognition across multiple frameworks signals a consistent, multi-dimensional commitment to excellence that is visible to clients, employees, partners, and regulators alike. It also provides a powerful external validation of Fibank’s transformation journey and reinforces the bank’s credibility as it pursues geographic expansion and further digital evolution.

The awards landscape surrounding Fibank underscores the interconnected nature of modern banking excellence. A single accolade may reflect a slice of performance, but a portfolio of recognitions across technology, customer engagement, independent evaluation, and financial performance provides a more robust signal to the market about a bank’s capabilities and trajectory. For Fibank, the combination of consumer-facing awards and industry-specific recognitions paints a comprehensive picture of a bank that integrates technology, process redesign, customer insight, and governance to deliver value. This alignment is critical as Fibank navigates cross-border expansion and the deployment of its CX strategy in diverse contexts. It also helps attract talent, fosters trust among clients, and strengthens partnerships with technology providers and other financial institutions seeking to learn from a leading Bulgarian case study. In short, the awards portfolio serves as both a testament to the bank’s current strengths and a catalyst for continued investment in customer-centric capabilities, digital infrastructure, and strategic expansion.

Implications for future CX initiatives

Continued investment in design thinking and user research to refine digital journeys and branch experiences.
Ongoing validation through third-party assessments and industry recognitions to maintain momentum.
Scaling of successful CX pilots across the network with careful localization for new markets.
Strengthening of cross-border digital capabilities to support regional growth while maintaining compliance.
Enhanced data governance practices to support personalization, privacy, and security.

Product innovation and customer-centric solutions

Fibank’s product strategy is anchored in the concept of objective-driven offerings—solutions designed to help clients reach specific financial goals with clarity and speed. By prioritizing outcomes over mere product features, Fibank positions itself as a facilitator of clients’ life plans rather than a provider of generic financial products. This approach enables clients to articulate their goals—such as saving for education, managing cash flow for a small business, preparing for retirement, or planning a major purchase—and then aligns available products and services to help realize those objectives. The objective-driven model is reinforced by a close alignment between product development, customer journey design, and data-driven insights that capture client preferences and progress toward goals. The result is a portfolio of offerings that feels relevant, personalized, and practical, enhancing client satisfaction and loyalty while driving sustainable growth for the bank.

The year’s outcomes reflect the interplay between product innovation and the broader CX transformation. The bank’s emphasis on fast, inclusive financial services is supported by digital channels that enable quick access to information, straightforward decision-making, and streamlined execution. The CX program serves as a bridge between product innovation and client experience, ensuring that new capabilities are delivered with user-centric design, intuitive interfaces, and robust security. The cross-border digital product launches further illustrate how an objective-driven approach can scale beyond domestic markets, by adapting to local regulatory environments while maintaining a cohesive customer experience framework. This alignment between product design, CX, and digital capability is a hallmark of Fibank’s strategy, demonstrating how thoughtful product innovation can reinforce a positive customer journey and contribute to stronger business results.

In practice, objective-driven products may include features that help clients achieve defined outcomes efficiently and transparently. Clients benefit from clear terms, straightforward pricing, and predictable service levels, which in turn reduces ambiguity and enhances trust. The bank’s product development process likely integrates client feedback, performance metrics, and regulatory considerations to iterate rapidly and deliver improvements that address real-world needs. The cross-channel consistency ensures that customers experience the same level of quality whether they access services through a branch, online platform, or mobile app. This consistency is essential for sustaining customer confidence as the bank expands across markets and adds new digital capabilities. The integration of product design with CX metrics also supports better resource allocation, ensuring investments in innovation yield tangible improvements in customer satisfaction, retention, and lifetime value.

Product categories and customer outcomes

Savings and investment solutions designed to meet short-, medium-, and long-term goals.
Working capital and financing options for businesses that streamline operations and support growth.
Personal financial management tools that help clients track spending, set budgets, and reach savings targets.
Digital onboarding experiences that minimize friction and increase successful account openings.
Transparent pricing and clear communication to help clients understand costs and benefits.
Education and advisory services that guide clients through complex financial decisions.

Governance, liquidity, and risk management

Fibank’s strong financial profile—characterized by high liquidity and capital adequacy above regulatory requirements—reflects a disciplined governance framework that supports stable operations and prudent growth. The bank’s liquidity position ensures it can meet clients’ demand for withdrawals, funding for lending opportunities, and timely execution of transactions even in volatile market conditions. A robust liquidity cushion is essential for maintaining client confidence and ensuring continuous access to services across channels. The capital adequacy above regulatory minimums signals resilience and a buffer against potential downside risks, enabling the bank to absorb possible losses while pursuing growth opportunities, including digital investments and cross-border expansion. This prudent approach to capital and liquidity is complemented by a risk management framework that emphasizes risk identification, measurement, monitoring, and mitigation across the bank’s activities, including lending, funding, market risk, cyber risk, and operational risk. The ability to sustain growth while maintaining solid risk controls is critical for long-term stability and for meeting the expectations of regulators, investors, and clients.

The year’s results, with asset growth of 13.5% and solid market shares in key client segments, reflect the bank’s capacity to balance growth with prudence. The asset expansion is not simply about scale; it also points to the bank’s capacity to attract quality assets and to deploy capital in ways that support client needs and risk-adjusted returns. The ability to maintain high liquidity and strong capital adequacy indicates a mature, risk-aware approach that prioritizes resilience alongside growth. This combination is especially important as Fibank pursues expansion across Europe and scales its digital platform to support a broader client base. The governance framework supporting these outcomes includes clear accountability, robust policies, and a culture of continuous improvement that seeks to align day-to-day operations with long-term strategic objectives. The resulting performance pillars—growth, liquidity, capital, and risk control—are mutually reinforcing, creating a foundation for sustainable success that can weather market fluctuations and regulatory changes while delivering value to clients and shareholders alike.

Risk management practices in practice

Continuous risk assessment to identify emerging threats, including cyber risk and operational risk, with proactive mitigation.
Strong liquidity management to ensure sufficient funding for lending and client service needs.
Conservative capital planning that maintains buffers above regulatory thresholds.
Data governance and security measures that safeguard client information and build trust in digital channels.
Transparency in pricing and policy communication to support client understanding and informed decision-making.

The client-centric path forward

Fibank’s ongoing transformation is anchored in a relentless focus on client needs, combining branch modernization with digital acceleration and a product strategy built around customer goals. This approach is designed to deliver faster, clearer, and more inclusive financial services across Bulgaria, while enabling the bank to extend its CX blueprint to new markets in Europe. The emphasis on end-to-end digital journeys ensures that clients experience smooth, integrated interactions, regardless of the channel they choose. The redesigned branches and digital zones serve not only as physical manifestations of modernization but also as living labs where customers can interact with new tools, provide feedback, and influence the next iterations of Fibank’s offerings. The Greek market introduction demonstrates the bank’s willingness to test and refine these innovations in new regulatory environments, further broadening the potential impact of its CX model.

From a customer perspective, Fibank’s strategy translates into tangible improvements in service delivery, clarity of information, and responsiveness. The ability to move from onboarding to product selection and activation with minimal friction can significantly shorten the time to value for clients, enhancing overall satisfaction and loyalty. For businesses, the focus on objective-driven products means access to tailored financing solutions that align with operational needs and strategic ambitions, with transparent terms and predictable outcomes. The multi-channel approach reduces dependence on any single touchpoint, ensuring clients can switch seamlessly between in-branch and digital interactions while maintaining consistent service quality. As Fibank continues to execute its expansion plans, cross-border digital capabilities will be a crucial enabler of growth, allowing the bank to serve new client bases with a familiar experience and a trusted brand.

The awards trajectory, including Euromoney and other industry recognitions, underscores the credibility of Fibank’s client-centric strategy and bolsters its market positioning as a leader in CX. This momentum supports the bank’s broader ambitions to bring Bulgarian CX leadership to neighboring markets and beyond, advocating for a higher standard of customer service in the region. Stakeholders—from customers and employees to partners and regulators—stand to benefit from a bank that couples exemplary service with robust financial performance and disciplined risk management. The journey ahead will depend on sustaining momentum through continuous improvement, disciplined expansion, and the ongoing alignment of product design with client objectives. If Fibank maintains this trajectory, its model for customer-centric banking could become a reference point for financial institutions seeking to differentiate themselves through superior client experiences, both in Bulgaria and across Europe.

Implementation takeaways for institutions pursuing CX excellence

Integrate branch design with digital capabilities to deliver a coherent, channel-agnostic experience.
Build products around client goals and communicate benefits clearly to enhance trust.
Invest in digital onboarding, security, and responsive support to accelerate value realization for clients.
Use cross-border pilots to test adaptability and scalability while maintaining strict governance standards.
Leverage third-party recognitions to validate CX initiatives and inform continuous improvement pipelines.

Conclusion

In a year marked by strong financial momentum and a sweeping transformation of customer experience, Fibank has established itself as a leading force in Bulgarian banking and a rising player on the European stage. The Euromoney Excellence Awards recognition as the Best Bank for Customer Experience underscores a disciplined, comprehensive approach to service quality, digital enablement, and customer-centric product design. Fibank’s performance metrics—record profitability, 13.5% asset growth, and market shares of 8.9% in retail deposits and 9.7% in corporate lending—demonstrate that the bank can grow responsibly while maintaining strong liquidity and capital adequacy above regulatory requirements. The bank’s CX-driven strategy—merging redesigned branches, end-to-end digital journeys, and objective-driven product offerings—has produced tangible improvements in how clients interact with the bank, delivering a faster, clearer, and more inclusive financial experience. The initiative has already yielded cross-border momentum, with digital products launching in Greece and a strategic plan to expand further into other European markets, all while upholding rigorous governance and risk management practices.

Fibank’s awards portfolio—Celent Model Bank, Engage Awards, Mystery Shopper Bank, and Euromoney’s Best Bank for Customer Experience—speaks to a multi-dimensional credibility that reinforces its leadership, enhances stakeholder confidence, and supports its growth ambitions. The bank’s emphasis on digital transformation, branch modernization, and customer-goal–driven products positions it to capitalize on the evolving expectations of both Bulgarian clients and prospective customers across Europe. As Fibank continues to scale its digital platform, extend its cross-border footprint, and deepen its understanding of customer needs through data-driven insights, it will likely sustain its role as a benchmark for CX excellence in the region. The company’s trajectory suggests a durable, value-driven strategy that integrates financial performance with a superior client experience, reinforcing the notion that modern banking success is driven as much by how well a bank serves its customers as by how well it manages its balance sheet. In a rapidly changing landscape, Fibank’s commitment to customer-centric innovation, responsible expansion, and governance-led growth stands as a compelling model for banks seeking to differentiate themselves through people, processes, and technology that put clients first.

Fibank Named Bulgaria’s Best Bank for Customer Experience by Euromoney at the 2025 Excellence Awards