Kuveyt Türk's Empatika Lab: A Neuro Way to Understand Customer Feelings on the Digital Channels
Kuveyt Türk stands out as the first and only Turkish bank to establish a fully equipped neuromarketing laboratory, known as Empatika. This presentation explores an analytical study designed to uncover the cognitive and emotional responses of our customers as they interact with our digital platforms. By leveraging advanced neuroscience tools—such as eye-tracking and EEG—the study reveals how different elements of the digital interface influence customer engagement and satisfaction. These insights offer strategic value for enhancing digital customer service and optimizing user experience across our digital channels.

Okan Acar, EVP, Digital Banking and Payment Systems - Kuveyt Türk, Türkiye

Ukraine Insight: Digital Transformation for Customer Centricity in the Challenges of War
What was once simple personalisation in banking, like addressing a customer by name, has evolved globally. Now, it's about delivering highly relevant, individualised offers amidst a surge of information. Notably, Ukraine's retail banking sector is actively pioneering this global trend, moving decisively from inefficient mass messaging to sophisticated, client-centric engagement, even under challenging circumstances.

Dmytro Musiienko, Member of the Management Board (Chief Retail Banking Officer) - PrivatBank, Ukraine