Şebnem Dönbekçi, vice president of CRM and marketing at Garanti Bank, spoke to Finextra at a recent NCR branch transformation event in London.
This short interview covers:
- How Garanti Bank has built on the success of its self-service channels to invest in the branch network and increase efficiency and sales opportunities
- How it is has made innovative use of ATM functionality and mobile phone payments
- Its use of Net Promoter Score for measuring customer satisfaction
- The importance of pilots when initiating a branch transformation initiative