Digitalization is one of the global trends deeply influencing every part of life. Digital transformation is driven by developments in many different areas from the internet of things to cloud technology, from big data to artificial intelligence. As internet access and smart phone usage become far more widespread, customers change their preferences to reach products and services in favor of more simple, useful and time-saving channels which they can access from anywhere, turning away from traditional methods. It is now more important to deliver a customer experience where customized solutions are offered, going a few steps beyond just meeting customer expectations.

Constantly investing in digital platforms to provide unrivaled customer experience, transaction convenience, and pioneering solution suggestions, and to increase the share of digital channels in sales is one of the strategic objectives of Garanti BBVA. The Digital Transformation strategy is to deliver a full-fledged banking platform covering various banking transactions and services that are convenient, accessible and customized through all channels. Therefore focus is placed on omnichannel banking which enables customers to perform seamless transactions. Accordingly, the Bank’s main concern is to listen to customers’ needs and answer them in a prompt manner. The goal is to bring the age of opportunity to everyone, and Garanti BBVA is aware of the fact that this process will commence at the branches.

Digital transformation led the banking sector to develop effective risk management tools in many areas including ensuring customer information security and privacy, and managing the increasing cyber threats. While continuously investing in IT systems guaranteeing information security, Garanti BBVA takes precautions against all risks that could prevent secure and uninterrupted service, and measures the results within the context of customer satisfaction on digital platforms.

For Garanti BBVA, digitalization is a key material topic, as identified by both our internal and external stakeholders. Therefore, technology is an integral part in the decision-making mechanism, which supports process efficiencies and continuously drives the Bank forward. With a single source of data and common understanding, technology is used within Garanti BBVA as an enabler for top-down fast decision-making and strong communication. It is reflected in the way we do business, from advanced CRM applications and segmentation, to innovative products and services, and to a paperless banking environment. We want to offer an unrivaled customer experience by constantly investing in digital platforms.

Garanti BBVA supports the idea of all individuals benefiting from the opportunities created by digitalization, and develops solutions to enable use of banking services by more people, by focusing on digitalization, we are actively contributing to Sustainable Development Goal 9: Industry, Innovation and Infrastructure.

* Digital and mobile customer figures are provided for “active customer” definition, which refers to at least one login in the last 3 months. 2017 figures are for Dec’17 active & 2018 figures are for Dec’18.