PKO Bank Polski was the first bank in Poland and one of the few in the world to independently provide its customers with a Buy Now Pay Later (BNPL) service, PKO Pay Later. By developing its offer in the e-commerce market, the bank has become more competitive with fintechs and carved out a niche in the banking sector.

Banking customers these days are increasingly more demanding: they don’t just want a good standard product; they want choice and control, with the ability to customise the offering. When engaging with their financial institution, they don’t just want smooth experiences; they want them personalised and tailored to their preferences. The Celent Model Bank Empowering the Customer award recognises a financial institution’s commitment and efforts to put customers in the driving seat by delivering choice, control, and superior experiences.

PKO Bank Polski demonstrated such commitment with two separate initiatives: PKO Pay Later and Value-Added Services Platform. This is Part I of the award-winning case study, which profiles the PKO Pay Later solution. Part II covers PKO Bank Polski’s Value-Added Services Platform.