Best Frictionless Omni-Channel Integration Initiative in Indonesia - PermataBank

With this bank’s UX and CX teams, it seamlessly bridged the gap between its digital platforms and physical channels. The meticulously designed experience, ranging from advanced technological features to locale-specific artwork, ensures that customers enjoy an uninterrupted journey as they transition between digital and brick-and-mortar interfaces.

By introducing their 'Model Branch' concept, they showcase its commitment to a holistic banking experience. Through the incorporation of cutting-edge technologies like API banking, blockchain, and AI-driven call centers, the bank presents a broad array of services without any fragmentation, epitomizing the essence of a true omni-channel approach.

With the instilled concept, customer acquisition increased by 22% in 2022, their total bank portfolio by 30%, its total revenue by 82%, and its cost to income ratio decreased by 9%.

With their progressive leap accompanied by their consistent and holistic service portfolio, the Best Frictionless Omni-Channel Integration Initiative in Indonesia is PermataBank.