Tinkoff has been recognised for its innovative banking solutions as the Most Innovative Digital Bank in Central and Eastern Europe at Global Finance magazine’s 2021 World’s Best Digital Banks awards.
In 2020, Tinkoff unveiled its AI Banking strategy that aims to transform its customer offering through personalisation with the help of artificial intelligence across all products and services.
To that end, Tinkoff has expanded the use of AI across its financial and lifestyle services to provide tailored advice, interface personalisation, automation of repetitive financial tasks and interactive content that drives engagement and improves the customer experience.
Oliver Hughes, CEO of Tinkoff Group, commented: “We are honoured to be recognised at the World’s Best Digital Banks awards for the seventh consecutive year. Tinkoff places tech innovation at the forefront of its efforts to revolutionise financial services. Winning this nomination is a testament to the innovation that makes the Russian tech industry a leader on the global stage, with Tinkoff being a significant contributor to this success.”
Winning banks were selected based on the following criteria: strength of strategy to attract and serve digital customers, success in getting clients to use digital offerings, growth of digital customers, breadth of product offerings, evidence of tangible benefits gained from digital initiatives, and web/mobile site design and functionality.
The winners were chosen from entries evaluated by a world-class panel of judges at Infosys, a global leader in consulting, technology, and outsourcing. The editors of Global Finance were responsible for the final selection of all winners.
Joseph D. Giarraputo, publisher and editorial director of Global Finance, commented: “With the global pandemic forcing people to conduct their personal and professional banking activities from their phones, tablets and computers, digital banking took on an importance and prevalence far beyond anything that had come before. Banks were forced to respond to this drastically altered landscape, and those that met the challenge most successfully are being honored as Global Finance’s World’s Best Digital Banks 2021.”
An online fintech leader
Founded in 2006, Tinkoff is an online financial and lifestyle ecosystem centred around the needs of its customers, offering a full range of financial services for individuals and businesses. All Tinkoff services are accessible via our mobile applications and Tinkoff.ru. At the core of the ecosystem is Tinkoff Bank, now one of the world’s largest independent digital banks serving over 15 million customers. It provides banking and lifestyle services via the Tinkoff super app, the first super app developed by a financial institution in Europe.
Tinkoff is implementing its AI Banking strategy and actively using AI and machine learning technologies to streamline communications. Tinkoff’s voice assistant Oleg handles 40% of customers inquiries in chats with no employee involvement and takes 40 seconds on average to resolve a customer’s question coming to the company’s call centre. All Tinkoff products and most of its IT systems have been developed in-house. Some 80% of the bank’s HQ staff are IT professionals.
In 2018 and 2020, Global Finance named Tinkoff Bank the world’s Best Consumer Digital Bank, in 2020–2018, 2016 and 2015, the Best Consumer Digital Bank in Russia, and in 2020–2019, the Best Consumer Digital Bank in Central and Eastern Europe. In 2017 and 2013, the Banker recognised Tinkoff Bank as the Bank of the Year in Russia and in 2020, the Best-performing Russian Bank. In 2020 Forbes included Tinkoff at top-3 the Best Russian Employers.
