Garanti BBVA has been recognized as the ‘Best Consumer Digital Bank in Turkey’ in Global Finance’s World’s Best Digital Bank Awards program. This award highlights the bank’s excellence in consumer digital banking, focusing on its effective use of technology to enhance client experience, including AI and personalization, payment solutions, security measures, innovation, and customer engagement.
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Central to Garanti BBVA’s digital banking success is the Garanti BBVA Mobile app, which offers features tailored to clients' everyday needs. By 2025, the app had garnered 17.9 million active mobile users, with 86% of sales occurring through digital channels and 99% of transactions completed outside traditional branches. The bank also maintained a leading position in mobile client experience, measured by its mobile Net Promoter Score (NPS).
Artificial intelligence plays a significant role in enhancing the customer experience at Garanti BBVA. The bank's intelligent assistant, Ugi, has evolved from a reactive support tool into a proactive financial companion that anticipates client needs and provides personalized solutions in real-time. By 2025, Ugi had facilitated 73.4 million interactions with 8.2 million clients, offering tailored recommendations and financial guidance.
Ceren Acer Kezik, Deputy General Manager of Garanti BBVA, emphasized the bank’s focus on a Radical Client Perspective, which prioritizes designing processes that simplify banking for customers. She stated that digital banking, supported by AI and data technologies, allows the bank to understand client needs timely and deliver relevant experiences. Kezik expressed gratitude to the teams involved in achieving this recognition, which underscores the bank’s commitment to excellence in digital banking.