Akbank’s data-driven customer engagement strategy and innovative digital wealth platform have transformed personalised banking experiences, driving strong customer adoption and interaction which earned the bank three awards at the Digital CX Awards 2026.
Akbank, one of Turkey’s largest private banks has made data-driven personalisation and digital intelligence central to its customer strategy. The bank launched two major initiatives in 2025 namely the Micro Profile-Based Customer Insights programme and the Akbank Live Markets experience to show how the bank is shifting beyond transactional banking toward a model centered on relevance and engagement.
The Micro Profile-Based Customer Insights initiative builds on an existing ecosystem of around 60 data-driven insights delivered through Akbank’s mobile app. Customers are assigned to interest-based micro profiles with categories such as “Tech Lovers, Coffee Lovers, Sports Lovers, Pet Owners, Car Owners, Travellers” to name a few, with the aim to make financial insights more personally relevant for the consumer.
Rather than delivering uniform messages, the system activates profile-relevant content enriched with interactive elements such as mini quizzes and contextual prompts that direct users toward relevant in-app features or products, said Akbank.
While performance tracking is still in the early stages, the bank noted that around 485,000 micro-profile-based insights have been generated and delivered to customers via the mobile app since the launch. The bank has also reported that customers’ like rate per insight has doubled.
Meanwhile, the Akbank Live Markets initiative consolidates investment tools into a single real-time mobile experience. It features a unified dashboard which consolidates live data across Turkish stocks (BIST), mutual funds, currencies and global markets, eliminating the need for third party apps. There is also a detailed ticker page combining price performance, relevant news, financial indicators and related indices, as well as a new search function covering stocks, funds and currencies. The platform also delivers artificial intelligence (AI) generated insights for global stocks, alerting users to how past events have influenced price movements. For users who don’t have time to manage their portfolio, the bank’s ‘Digital Portfolio Management’ provides access to professionally managed, fully trackable portfolios with a relatively low minimum entry point of 100,000 TL or 3,000 USD.
With a vision to be the “Financial Intelligence at Your Fingertips”, the bank said it saw a recorded 500,000 unique users using the markets function and over seven million interactions within one month of the launch, with transaction funnel rates rising by an average of 10%.
These projects were developed by leveraging Akbank’s in-house data,analytics and technology capabilities, together with the support of technology and service partners where needed. They reflect the bank’s broader digital trajectory where 87.4% of its customer base is now digitally active.
For these achievements Akbank was honoured at the Digital CX Awards 2026 for its outstanding achievements in customer experience and digital innovation, winning three prestigious accolades: Best Wealth Manager for Digital CX – Turkey, Best Wealth Manager for Digital CX – Eastern Europe, and Best Customer Insights Initiative – Turkey.
