Page 52 - Annual Report 2023

52 BANKA KOMBËTARE TREGTARE

HR &

DEVELOPMENTS

GROUP

DIGITAL BANKING

2023 was a year of important milestones on BKT’s digital transformation journey,
culminating in significant strides across various sectors. The bank witnessed an
impressive over 60% surge in its digital-active customer base within both retail
and business segments. This success can be attributed to a harmonious blend
of CRM initiatives, promotional activities, and the dedicated efforts of branch
staff. Remarkably, 80% of transactions that can be digitally processed are now
executed through digital channels, a substantial leap from just 15% four years
prior. This achievement is particularly notable in Albania, a market yet to reach
saturation in digital banking utilization. Additionally, Euromoney has recognized
BKT as the digital leader in Albania.

BKT boasts the most extensive range of digital services in the Albanian market.
However, the bank sets its sights beyond local benchmarks, aiming to facilitate
all transactions digitally. Throughout the year, BKT has been diligent in enhancing
its digital offerings, with the integration of E-Albania payments being a highlight.
This feature allows for the first-time digital payment of all e-state services in
Albania, significantly easing the customer experience for accessing state
services digitally, without the need for physical visits to state or bank offices.

BKT’s ATMs offer a unique tablet-like user experience, providing a wide array of
services. Recent additions include bill payments, money transfers, cash deposits
and withdrawals via QR code, and a novel feature allowing customers to send
money to an ATM. Moreover, BKT introduced an innovative digital overdraft
service through ATMs, enabling customers to get immediate an Overdraft
Limit effortlessly with just a couple of clicks. 2023 emerged as a transformative
year, especially for business clients, with the total recreation of international
money transfers and salary payment processes, leading to a surge in usage.
The introduction of QR-based e-fatura and barcode-based tax payments have
set new records, along with a unique cash deposit feature for business clients,
further establishing BKT’s position as a pioneer in Albania’s financial sector.