Page 53 - Annual Report 2023

ANNUAL REPORT 2023 53

The BKT Smart app has solidified its status as the most 100 years history. Oldest (historical branch) has been
utilized banking application in the country, with active converted to the most modern branch by preserving
users increasing by 60 percent and maintaining the historical characteristics of the building. Working model
highest app rating based on customer feedback. The year is more customer centric and complementary with digital
saw the introduction of new utilities, insurance products, channels in line with the omni-channel “phygital” banking
digital credit cards, and overdrafts. BKT Smart has also strategy.
introduced a wallet service, aggregating all loyalty cards
from retail stores and supermarkets, eliminating the need As the oldest and largest bank in Albania, BKT is
to physically carry such cards. committed to serving all customer segments and
promoting financial inclusion. This commitment involves
Alongside digital advancements, BKT has launched the accommodating a wide array of customers and
“EASY” program to enhance customer experience within transactions, from pensioners to students and social aid
branches. The initiative seeks to simplify processes, recipients. While striving to deliver exceptional service to
reduce branch workload, and improve service quality. every customer group, BKT is dedicated to optimizing
By focusing on empathy and customer feedback, BKT service and channel strategies. This involves migrating
aims to streamline operations according to a hierarchy of routine transactions to digital channels, encouraging
actions-prioritizing elimination, automation, digitization, digital adoption, and reallocating branch resources
centralization, and process improvement within branches. towards more profitable activities, thereby enhancing
The first model branch reopening inaugurated in Durres overall efficiency and customer satisfaction.
which is the symbolization of the BKT with the almost