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.