Türkiye’s pioneering participation bank addressed customer experience from both a human and a technological perspective at the “Customer Experience Day: In the Age of Technology, in the Footsteps of People” event held on Tuesday, October 13, at its banking base in Şekerpınar. Held with the strong participation of senior executives from Kuveyt Türk Finance Group subsidiaries, technology partners and bank employees, the event featured talks, panels and interactive experience areas that drew great interest from attendees.
“Technology is valuable to the extent that it serves the customer”
Delivering the opening speech at the event, Kuveyt Türk Deputy General Manager for Digital Banking and Payment Systems Dr. Okan Acar highlighted the services offered with various solution partners throughout the customer journey and touched on the research methods that reveal Kuveyt Türk’s perspective on customer experience. Acar stated: “Technology is valuable to the extent that it serves the customer. Approaching the way we do business with this vision, we ask ourselves, ‘What aspect of my work touches the customer?’ and design all our processes around an axis that puts people and customer experience at the center.”
“The importance of co-creating value and transformation in customer experience was emphasized”
At the “Experience Together” panel held during the event, representatives of Kuveyt Türk and its subsidiaries Neova Sigorta, Kuveyt Türk Portföy, Kuveyt Türk Yatırım, Sağlam Pay and Katılım Emeklilik shared how they create value together at different touchpoints along the customer’s financial journey, as well as their customer experience strategies. At the “Experience in the Age of Technology” panel, representatives of Architecht, Dataroid, Gartner, Microsoft and Neurons discussed changing customer expectations in the age of artificial intelligence and the new definition of experience.
Neuromarketing booth attracted great interest
Kuveyt Türk established the Empatika Research Center to understand customer experience not only through traditional measurement methods but also through customers’ emotions and mental processes. At the neuromarketing booth in the event area, attendees were able to try out neuro-measurement devices such as EEG and eye-tracking, which are used in the work of the Empatika Research Center. With these devices, attendees had the opportunity to closely observe the impact of experience on people.
In competitions held with devices that measure brain activity, attendees competed against each other using their mental activity. At the AI-powered robotic drawing experience, attendees watched as a robot turned images into hand-drawn-style pictures.
In the area set up with the slogan “Listen, Understand, Solve,” a customer call simulation was held. Invited to the game with the question “There is a customer on the other end of the line. Are you ready to give them an unforgettable experience?”, attendees took on the role of a customer representative and experienced a one-on-one conversation with a customer.
About Kuveyt Türk
Kuveyt Türk was founded in 1989. Effectively bringing its distinguished financial products and services to savers and investors, Kuveyt Türk maintains its pioneering position in the sector through its customer-focused approach, technology and innovation efforts, and the steps it has taken toward digital transformation. The first participation bank to step into gold banking, Kuveyt Türk also carried out the world’s and Türkiye’s first sustainable sukuk transaction. Named “Türkiye’s Best Employer” six years in a row, Kuveyt Türk was also ranked first as Europe’s Best Employer in 2021. Serving its customers through 451 branches across Türkiye and its digital channels as of today, Kuveyt Türk sits at the heart of the Kuveyt Türk Finance Group, whose umbrella also includes Neova Katılım Sigorta, Architecht, Kuveyt Türk Portföy, Kuveyt Türk Yatırım, Körfez GYO, Katılım Emeklilik, Sağlam Ödeme ve Elektronik Para Hizmetleri, KT Sağlam Gayrimenkul and KT Bank AG in Germany. Alongside its operational activities, Kuveyt Türk has undertaken important social responsibility projects grounded in societal values and the preservation of cultural assets; in line with its “We grow with our values” approach, it has carried out numerous restoration projects, supported humanitarian aid campaigns and produced lasting works such as books and documentaries.