Delivering personalized insights and enriching campaigns with new capabilities in İşCep Qorus Banking Innovation Awards 2023
Submitted by
İşbank Group
As a result of its historic commitment of contributing to the industry of the country, Isbank has acquired numerous participations over time and has taken part in the establishment of certain industries. Although the Bank has disposed many of these, it still has an extensive participations portfolio. By the end...
TurkeyCategory
Reimagining the Customer ExperienceKeyword
Customer experience, Customer service, Innovation, Digital channels & Omnichannels, Strategy & Business model, Data, Corporate branding, Retail banking
Innovation presentation
With our vision of becoming the “Bank of the Future” and strong digital banking infrastructure, we have been improving ourselves to meet the financial needs of our digital customers by using technology in the most efficient and up-to-date form. In line with our human-oriented technology approach, we have set ourselves the goal of providing the right solution at the right time by knowing, listening and understanding our users. Our mobile banking strategy is focused on hyper-personalization and is supported by generative AI-powered scenarios. Our aim is to leverage the power of advanced technologies such as AI, machine learning and data analytics to create a dynamic and client-centric mobile banking experience. By leveraging generative AI and predictive analytics, we will be able to provide customers with tailored financial solutions that are not only relevant but also proactive. We keep improving our mobile banking application İşCep, which is at the center of our personalized banking services, for our 13 million users. Our new feature improvements allowed users to effortlessly display personal insights and offers directly from İşCep homepage. It transformed static campaign notifications to interactive gateways enabling users to seamlessly explore campaign details with a single click. And, integration of location-based campaign delivering feature provided presenting campaigns and offers in real-time based on user proximity, thereby achieving a notifiable improved level of personalization. After our customers allow İşCep to access their location info, they are notified instantly when they go somewhere where our campaigns exist such as shopping malls, airports, rest areas etc. Moreover, with the redesign of our campaign menu, our customers started to follow popular campaigns and their earnings from campaigns. More dynamic and timely interactions with our customers foster deeper connections and increase participation rates in campaigns and offers which improves topline growth. The improved level of personalization bolsters our customers’ loyalty and provide notable improvement in retention rate.
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