COUNTRY FOCUS : TURKEY
Isbank has invested in a data analytics and action platform to create seamless customer journeys through its touchpoints . H . Mete Güneş , Isbank ’ s Digital Banking Division Head , explains the benefits of working with Commencis and how the bank has been able to successfully improve its customer experience .
Turkey ’ s largest private bank Commencis Dataroid platfor the customer experience
Hagia Sophia in Istanbul
Turkey ’ s largest private bank , Isbank , has decided to work with Commencis and its enterprise-level Big Data analytics and engagement platform , Dataroid , to have a better understanding of user behaviour across digital channels and improve the customer experience . Dataroid helps enterprises to enhance every individual customer experience through deep customer insight , data science modelling and omnichannel customer engagement . Isbank uses the Dataroid platform to gain real-time visibility of customer journeys , gather customer intelligence and take real-time actions .
“ Our priority is to deliver a seamless and secure customer experience in all touchpoints by using the latest digital technologies and analytical methods with an innovative mindset ,” said Yalcın Sezen , Deputy Chief
Executive Officer at Isbank . “ With this priority in mind , we are trying our best to take advantage of Artificial Intelligence ( AI ) and advanced data analytic models to offer a personalised experience to our customers at the right time with the right content .
“ With the Dataroid platform offered by Commencis , we obtain insights on digital user experience derived from real-time analyses based on behavioural data . “ With Dataroid , we have analysed the journey of 9 million unique digital customers in the last one-and-a-halfyear period . Since the past year , we have created more than 20 million interactions with over 100 contextual action simulations . Using these interactions , we offer our customers a seamless customer experience by meeting their expectations immediately and creating fast solutions to their problems ."
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