Petia Dimitrova: Sustainable banking in the digital era must put the customer at the center of every innovative solution
Mrs. Dimitrova, what was 2025 like for the sector from your perspective as Chair of the ABB Management Board?
The Bulgarian banking sector is among the most stable and well-capitalized in Europe. The capital adequacy, liquidity, and sustainability of the system are above the EU average. Non-performing loan levels are among the lowest in the union, which is an indicator of good risk management and responsible lending.
It is important to note that we operate in a context of geopolitical complexity and uncertainty, accelerated technological transformation, and expectations for sustainable growth. In these conditions, the Bulgarian banking sector has demonstrated stability and maturity by transforming business models, accelerating digitalization and developing new opportunities for partnerships and growth.
How do you deal with competition from fintech companies and new financial services—do you see them as a threat, partners, or a stimulus for innovation?
We are seeing increasing integration between traditional banking services and fintech solutions, as well as greater flexibility in response to changing customer needs. This is a clear sign that the sector is not only adapting to global trends but also actively working to create innovations that originate here in Bulgaria.
The digitization of banking services is already at a very advanced stage—bank transfers are initiated through digital channels that provide fast, easy, and convenient banking via mobile devices at an affordable price.
Digital innovations around the world are on the rise, and the banking sector’s contribution in this direction is extremely significant. The accelerated implementation of high-tech solutions improves the overall consumer experience. In this way, banks provide their customers with even higher quality, faster, and more efficient financial services, because the most important thing in banking is the relationship between the consumer and the financial institution. Instant transfers in euros are also set to develop, with banks actively working to provide opportunities for such transfers after the euro is adopted as the official currency in the country.
Technology is changing the very architecture of banking—from back-office processes to front-end solutions for end users.
That is why the sector supports initiatives to increase financial literacy, raise awareness of digital risks, and protect personal data. We believe that sustainable banking in the digital age must put people—the customer—at the center of every innovative solution.
In three weeks, we will officially switch to the euro. Is the banking sector ready?
The banking sector is fully prepared for joining the eurozone – it is stable, competitive, and well-prepared. In addition to their financial role, banks also have a key task in communication, as they are the most direct intermediary between people and the new currency. They ensure open and transparent dialogue with customers, partners, and suppliers. Through digital channels, contact centers, and consultations in offices, citizens receive timely information and answers to their questions, which is crucial for building trust and overcoming concerns about the change.
In recent years, banks have invested over BGN 400 million in modernizing their systems, training staff, and effective communication. The aim is to ensure a free, smooth, and secure transition to the euro for both businesses and citizens. These efforts are seen as an investment in the future because, with the joint efforts of institutions, businesses, and society, Bulgaria will take this step confidently, responsibly, and successfully. It is important to emphasize that this is not just about the technical introduction of a new currency. In fact, we are talking about a qualitatively new stage in the development of the Bulgarian economy. Joining the eurozone means deeper integration into European markets, greater competitiveness for our companies, and more sustainable economic growth. This is a process that will strengthen investor confidence, facilitate trade, and provide new opportunities for the development of both businesses and citizens.
In this sense, the challenge becomes an opportunity—an opportunity for modernization, for strengthening economic stability, and for closer integration of Bulgaria into the European economic area. That is why this stage can be seen not simply as a change, but as an opportunity for growth and progress.
In the context of digitalization at Post Bank, how do you see the future of banking services?
The rapid development of technology is fundamentally changing the financial sector, and Post Bank is among the institutions setting the direction. The digital transformation at the bank is not just a plan, but a reality, supported by over 100 planned initiatives involving artificial intelligence, covering key areas such as customer service, lending, communication, risk, operational processes, marketing, security, and data analysis.
Post Bank’s digital transformation is distinguished by a clear focus on efficiency. The program covers improving customer’s experience, optimizing processes, modernizing key operations, and developing employees, thereby achieving its main goal—to make technology work for the benefit of the customer and the employee. As part of our vision for digital transformation, at the beginning of the year we implemented a completely new digital banking platform, which just a few months later demonstrated exceptional results and key achievements. The intuitive and modern design, as well as the introduction of several new features in mobile and internet banking, have transformed personal finance management into a different experience—hyper-personalized and easily accessible. We are seeing impressive results, to mention just a few: over 95% of all transactions are online; 113% growth in the volume of transfers via mobile banking over the last year; over 127% growth in the use of digital wallets and a 60% increase in transactions via m-Postbank.
What AI solutions are you developing at Post Bank?
Since this year, our bank has been operating two AI development centers, and currently 12 AI projects have already been fully implemented, with another 8 in the process of being implemented by the end of the year, with a combined effect of increasing productivity equivalent to over 105,000 employee hours. AI tools, including chatbots, GenAI assistants, and automation platforms, free employees from routine repetitive tasks and allow them to focus on strategic decisions and spend more time serving customers. The gradual implementation of artificial intelligence has improved customer service by more than 30% and the efficiency of the bank’s processes by over 70%, saving more than 420,000 hours of customer time. We believe that when humans and artificial intelligence work together, we deliver faster, more flexible, and more personalized solutions. Innovation creates real value for our customers and employees, opening up new horizons for the financial sector. That is why we have developed an internal platform for AI + RPA solutions, implemented in over 24 departments. They automate part of the processes in key activities such as credit eligibility checks, call center workload forecasting, customer feedback analysis, and many others. All employees at the bank can use AI in their daily work, saving time on activities such as summarizing documents, calculations, content creation, text merging, and many others. Our ambition is to be not just a bank, but a technology company with a banking license that creates real value for customers and society.
At the heart of this transformation are innovations that are changing the way Post Bank operates and serves its customers. These include intelligent AI assistants that support both employees and customers – from the EVA AI Voice Bot, a voice-based digital advisor that will handle calls to the bank’s call center from the beginning of 2026 and provide immediate assistance 24/7, to the internal AI Chat Assistant, which provides access to procedures and information in seconds, reducing customer service time by over 100,000 hours per year. AI solutions automate communication, analyze customer data in real time, and optimize a range of internal processes and customer service inquiries. The result is faster, more accurate, and more personalized service, and employees have more time for what really matters—taking care of the customer.
Post Bank invests heavily in employee training and development—can you share more about the philosophy behind this approach and what effect it has on the team and the business?
We have launched a large-scale internal training and development program for our employees — the Future Skills Academy — which once again confirms our leading position as a top employer in Bulgaria. This long-term project is aimed at all company employees and focuses on building their digital and personal skills.
It is a comprehensive human potential development program aimed at building the skills needed to cope in an increasingly technological world where people play a key role. The program is part of the company’s long-term strategy for sustainable development and its vision for “digital transformation with a human face.” Our goal is to prepare employees for both the present and the future by giving them the knowledge and inspiration to grow in their careers, confidently using technology. We are convinced that investing in the team is the most sustainable investment for any organization. Because the future will not belong to the largest companies, but to those who have the courage to change together with their employees and learn the fastest. We invest in knowledge, team building, and shared values so that we can continue to grow with the people with whom we achieve success every day. Technology is the tool we use to change the way we work today, but people are the real drivers of change. We believe that growth starts from within, and that is why we will continue to develop together. The future is happening now and is being created by people who learn, dream, and believe that they can change the environment.
Recently, during the annual General Meeting of Trustees, you were elected chair of the Board of Directors of the Burov Foundation. What will your goals in this organization be?
Yes, that was one of the points, but let me remind you that during the meeting, the foundation’s program of activities was also adopted. It envisages attracting new trustees and donors from the financial and industrial sectors.
During the meeting of the General Assembly of Trustees, it was decided that the foundation will focus its activities on a stronger public presence and sustainable impact by supporting young talents in the field of economics and finance. Specifically, in response to your question, in the year marking the 150th anniversary of Atanas Burov’s birth, I was honored to be elected chair of the board of directors of the foundation. I accepted without hesitation, and we are ready to develop and implement several key objectives that will strengthen the institution’s public influence, making it “the new modern.” The foundation will continue to be the guardian of banking traditions, but it will also be a driver of educational and financial innovation. We are inspired by the legacy of Atanas Burov, but we are looking to the future to shape responsible financial culture and education.
You recently received the Mrs. Economy 2025 award. What does this recognition mean to you personally and to the bank?
To be better every day than we were yesterday, to be pioneers in innovation and digitalization, and to develop the economy and business forward. Our customers are our greatest incentive to keep moving forward. This award would not have been possible without the support of my colleagues, our partners, and the shareholders of the Eurobank Group for their inspiration and shared vision, so I would like to thank them all.
What do you expect in 2026?
In the coming months, the banking sector will focus its efforts on the new opportunities that membership in the eurozone opens. This is not limited to the internal development of the banks themselves – the opportunities will have a direct impact on households and businesses, which will continue to receive support from banks as strategic and reliable partners.
Finally, allow me to extend my congratulations on Nikulden and Banker’s Day. I wish everyone celebrating their name day all the best in the name of Saint Nicholas the Wonderworker.
At the same time, this is a day that reminds us of the power of trust, stability, and professionalism—values that are at the heart of the banking sector.
Therefore, I wish all colleagues and employees a holiday that brings them health, inspiration, and confidence in their work. Let us continue to build a stable and competitive financial system that supports businesses, households, and society.
