At the summit, which brought together 1,500 people from the finance world as well as senior government and business leaders from both Turkey and Azerbaijan, participants exchanged views on topics such as digitalization processes in Azerbaijan, the application of artificial intelligence, the development of cashless payments, and the development of the financial sector in the region.
As the Premium Sponsor of the event, we organized the panel titled “Experience and Process Management Technologies in a Regulatory and Secure Framework: Best Practices in Turkey” with the participation of leading financial institutions from Turkey: HangiKredi, Aktif Bank, Alternatif Bank, and Kuveyt Turk Participation Bank.
The speakers of our panel were Akın Adıyaman, Head of Contact Center at Aktif Bank; Özer Gülce, Information Security Director at Alternatif Bank; Mehmet Hilmi Koçak, Customer Contact Center Manager at Kuveyt Turk Participation Bank; and Yiğit Demirelli, CTO of HangiKredi. They shared best practices and achievements in Turkey across different areas, from customer experience to process management, from the use of artificial intelligence to information security governance.
The opening speech of the panel was delivered by Next4biz Sales Manager Kadir Efe: “Next4biz is an end-to-end platform that works with more than four hundred customers in more than thirty countries in customer experience and business process management. We have CRM, CSM, and BPM applications. We offer you a system where you can manage all your internal processes, from customer experience to business process management, as no-code. Finance is also among our priority sectors, because IT teams in the finance world carry a very heavy workload.
Within this intensity, they need products that will simplify workflow processes and leave no room for error, because they do not have time for trial and error. As Next4biz, we accompany the leaders of the finance sector by building an end-to-end user experience process. Today, we are here with sector leaders to share their experiences.”
HangiKredi CTO Yiğit Demirelli: HangiKredi has been operating since 2006. It has continued its activities by highlighting its vision of being its customers’ financial assistant and making banking services easier to compare, more accessible, and simpler. At its current point, it is the market leader in banking service comparison with a 60% share. HangiKredi follows a strategy of expanding its services into brokerage firms, investment services, SMEs, and e-money, and moves forward with a structure that can support customers in all their financial needs and connect them with suitable partners.
We also have a separate company called HangiPara in the e-money field, and under this company we are building our own infrastructure through which we will offer all products under the e-money umbrella, such as payment systems intermediation, open banking, banking as a service, digital wallets, and POS products. We will launch it within this year. Since e-money is subject to many regulations, there are many business processes and workflows. We attach great importance to digitalizing these flows, and we track our workflow processes digitally by working with Next4biz in both CRM and BPM.
Hangikredi.com receives 15 to 16 million unique visitors per month. This is a very large figure, and a great deal of data is collected from it. With the recent expansion of our investment areas, we have had the opportunity to obtain more customer journeys. While organizing this data, we actively benefit from artificial intelligence. Together with artificial intelligence, we continue our journey with a valuable business partner like Next4biz in CRM, CSM, and BPM so that we can deliver much more work with much less effort in our digitalization processes.
Kuveyt Turk Participation Bank Customer Contact Center Manager Mehmet Hilmi Koçak
Kuveyt Turk Participation Bank is Turkey’s 10th largest bank and the leader of the participation banking sector. In addition, as the customer contact center, we try to contribute to our bank’s mission of ensuring the satisfaction of our 8.5 million customers.
Contact centers are the first point of contact we establish with customers, and the experience we provide here directly affects brand value. As Kuveyt Turk, we see customer experience as one of the foundations of long-term success.
We first started using artificial intelligence in customer experience through human resources. Together with our human resources, organizational development, and training teams, we launched a program under the title Data Science Academy. At Architecht, the IT company that is a Kuveyt Turk subsidiary, our data scientists train artificial intelligence models and use them actively in daily workflows.
Being able to classify and analyze such a large amount of data is also very important, and this is where our collaboration with Next4biz comes into play. With Next4biz, we can view all customer data and interactions from a single screen. Since there are multiple modules in banking processes, being able to take action from a single screen makes our processes more practical.
The feature that automatically converts comments from various sites into records also allows us to track our customers across every channel. We also perform this classification automatically with artificial intelligence support.
We can resolve 30% of complaints automatically. We also use artificial intelligence for personalization. Based on the digital traces left by customers, we can analyze customer behavior. We integrate these analyses into our flows. Thanks to these flows, we can categorize customer calls and route them correctly.
By transferring calls to the right customer representative as quickly as possible, we observed increases of 15 to 20 points in our NPS scores. By tracking customers’ digital footprints, we also shortened IVR call times, made the right routing decisions, and increased customer satisfaction scores. We improved customer satisfaction through real-time alerts and escalation protocols within the application.
Aktif Bank Head of Contact Center Akın Adıyaman
At Aktif Bank, we provide a very wide range of services in financial technologies, from insurance to portfolio management, from international money transfers to international payments, ticketing, and event management. The bank has approximately 16 million registered customers at its base, and we are in annual contact with 8 million of them.
Our customer base is quite broad, and we need to produce practical and fast solutions suited to each customer’s needs. Therefore, it is very critical for us that the actions taken by our customer representatives to help customers proceed in a planned and efficient way. By tracking customers’ digital footprints across multiple channels through Next4biz, we know the questions they may ask before they even contact us, and this allows us to make the customer experience seamless.
Alternatif Bank Information Security Director Özer Gülce
Information security governance is one of the most critical topics in the digitalizing world for every institution and organization exposed to reputational risk, especially in the finance sector. Information governance is essential for corporate security and for business processes to continue in a healthy way. Investing in information security is extremely important for the right organizational structures. Electronic banking and information security regulation are a strategic roadmap for us. Accessibility, security, and accountability are among the most fundamental points of information security governance.
