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Hellenic Bank Reports €284 Million Net Profit By Q3 2024 Amid Strong Capital Growth

Hellenic Bank, Cyprus’ second-largest bank, announced a net profit of €284 million for the nine months ending September 2024, reflecting an annual increase of 28%. The bank attributes this growth to robust organic capital generation and a favourable interest rate environment, resulting in a capital ratio boost of nearly four percentage points. However, quarterly, the bank noted a slight decline in net interest income in the third quarter, affected by recent ECB rate cuts.

As Hellenic Bank’s first financial report as a subsidiary of the Greek Eurobank Group, CEO Michalis Louis stated that this transition marks “a new chapter” for the bank. He emphasized that, despite global challenges, the Hellenic Bank maintains a strong capital base and surplus liquidity, enabling it to support economic growth and meet the needs of both individual and business clients. Over the nine months, net interest income (NII) reached €455.6 million, a 20% increase year-on-year, although it remained stable at €151 million between the second and third quarters. Non-interest income also rose by 15% to €98.1 million.

The bank’s capital ratios improved significantly, with the CET1 capital ratio reaching 26.7% and the total capital ratio standing at 32.51% as of September 2024. Total expenses rose by 11% year-on-year to €216 million, with staff costs comprising 46% of these expenses. The cost-to-income ratio decreased slightly to 38.9%, compared to 41.7% for the same period last year, reflecting the bank’s efforts to optimize costs.

New lending for the nine months dropped by 22% year-on-year to €705 million, mainly due to high interest rates that dampened loan demand. Total loans by the end of September stood at €6 billion, down from €6.16 billion the previous year. Non-performing exposures (NPEs), as per the European Banking Authority directive, were €404 million, representing 6.7% of total loans; excluding loans covered by the Asset Protection Scheme (APS), NPEs amounted to €100 million, or 2.6% of loans.

Customer deposits stood at €14.9 billion at the end of September 2024, compared to €15.3 billion at the end of 2023. The bank’s Liquidity Coverage Ratio remained robust at 583%, bolstered by €5.3 billion in Eurosystem placements that benefited from current interest rates. Total assets were €17.61 billion at the end of September, reflecting a decrease due to ECB refinancing repayments under the Targeted Long-Term Refinancing Operations program.

Zendesk Acquires Forethought To Strengthen AI Customer Support Tools

Zendesk, a company known for customer support software, has announced the acquisition of artificial intelligence startup Forethought. The deal is expected to close by the end of March and represents another step in the growing use of AI to automate customer service operations.

Strategic Innovation In Customer Service

Forethought has been developing AI tools for customer support automation for several years. The company first gained industry recognition after winning the TechCrunch Battlefield competition in 2018, well before the widespread adoption of generative AI tools.

Since then, Forethought has expanded its customer base to include companies such as Grammarly, Airtable, Upwork and Datadog. By 2025, the platform was processing more than one billion customer interactions each month, highlighting the growing role of automation in support operations.

Pioneering Leadership And Industry Recognition

Deon Nicholas, Forethought’s co-founder and chairman, hailed the acquisition as a milestone in a recent LinkedIn post. According to Nicholas, advances in AI over the past several years have accelerated adoption across multiple industries, particularly in areas that rely heavily on customer communication and service management.

Enhancing Zendesk’s Product Portfolio

The integration of Forethought’s technology is expected to expand Zendesk’s AI capabilities across its product suite. Company executives said the acquisition could accelerate development of several planned features by more than a year. These capabilities include specialized AI agents, systems that improve automatically through usage data and more advanced voice-based customer support tools. Zendesk has previously expanded its platform through acquisitions, including companies such as Zopim and BIME Analytics, which added messaging and analytics functionality to its products.

Implications For The Future

The acquisition reflects a broader shift in the software industry toward AI-driven automation of customer service tasks. Companies are increasingly using AI systems to handle routine inquiries while human agents focus on more complex cases. Zendesk’s move highlights how enterprise software providers are investing in AI technologies to improve efficiency and scale customer support operations as demand for digital service channels continues to grow.

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