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
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
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.