Yapi Kredi's journey: Navigating digital transformation and the AI frontier

Bora Üzüm, Director of Analytics and Data Governance at Yapi Kredi Bank, shares his insights on what's happening at Yapi Kredi and in Turkey. He summarizes his insights in three key points: Digital Transformation, Earthquake Response, and Artificial Intelligence (AI).

He begins by discussing the significance of digital transformation for a bank and the challenges it presents, including regulatory and procedural hurdles. Yapi Kredi has embraced digitalization by offering a wide array of customer-centric functions.

Üzüm then delves into the tragic earthquake that struck Turkey this year, highlighting the complexities faced by banks in assisting and supporting customers affected by the disaster. Yapi Kredi's digital and flexible approach allowed them to make a difference in this challenging situation.

In the final point, Üzüm emphasizes the importance of integrating AI into banking. However, he notes that AI's current applications are limited, with the exception of chatbots. He points out that most AI-based interactions do not provide a truly personalized customer experience, which is essential for customer satisfaction. He underscores that interactions cannot be reduced to algorithms, as we live in an interactive world rather than a purely algorithmic one. Many companies overlook this, leading to customer dissatisfaction and financial losses.