28 April, 2026
Highlighting its commitment to customer-centricity and digital transformation, Bank of Valletta (BOV) reaffirmed its pledge to put customers at the heart of the organisation. This happened during the second annual BOV Customer Experience (CX) Conference, held on 31 October 2025 at the Radisson Blu.
Opening the conference, CEO Kenneth Farrugia stated, “Customer experience is not a trend. It is our compass. Every decision we make is guided by the principle of staying relevant to our customers in a fast-changing world.”
The conference brought together around 180 colleagues from across the organisation alongside guest speakers and industry leaders. A key part of the agenda was a panel discussion featuring experts from hospitality, healthcare and artificial intelligence. They were Nico Sarti, Angie Balzan, Charlotte Sant Portanier, and Dr Gege Gatt. They emphasised that while technology is vital, genuine service is built on trust and human connection.
A highlight of the day was the BOV CX Hackathon, where six employees presented creative solutions designed to make banking more intuitive and meaningful. Following a live vote by attendees, the winning concept was a digital self-service tool to support customers during bereavement. It will now be developed and implemented as part of the Bank’s transformation journey.
As Chief Customer Experience Officer, Theodoros Papadopoulos reflected, “For me, this isn’t just another conference. It’s proof that courage, creativity, and heart can redefine what a financial services institution stands for.”
The 2025 BOV CX Conference reinforced a powerful message. Customer experience is not a project with an end date, but it is a mindset. By listening, learning, and acting with purpose, BOV ensures every change adds up to a better experience for its customers.
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