Reducing the average transaction time across various branches to a record time

• Basel Al-Assad: The new service is available across 28 branches, with plans for full implementation to be completed by the first quarter of 2023
• Gulf Bank’s new smartphone application, ITMs, and the Customer Contact Center have all contributed to reducing the need to visit a branch

As part of its 2025 strategy and its ongoing digital transformation, Gulf Bank has achieved unprecedented leaps and successes in its banking services and customer experience. Gulf Bank has increased its number of branches to 53 local branches, reduced the average banking transaction time, and added quality banking services, including the immediate issuance of automatic debit cards and the enhancement of its ATMs and interactive teller machines (ITMs).

The Deputy General Manager of Consumer Banking – Head of Branch Banking at Gulf Bank, Basel Al-Assad, added that Gulf Bank is working through a clear strategy that prioritizes customer experience at the Bank through an ongoing digital transformation plan that touches products and banking transactions offered by Gulf Bank. Essentially, this strategy is designed to simplify banking with Gulf Bank, and making the banking experience accessible to everyone, everywhere, and at any time.

He explained that Gulf Bank has recently launched the instant issuance service for debit cards in more than 28 of its branches. The service is currently being implemented at the Bank’s remaining branches, with the expected roll-out to be complete by the first quarter of 2023.

Al-Assad pointed out that Gulf Bank has succeeded in reducing the average transaction time across various branches to a record time, an accomplishment attributed to recent milestones achieved by the Bank. One of these developments is the launch of Gulf Bank’s all-new smartphone application, which is characterized by smart design, ease, and simplicity of use. The launch of the application has contributed to alleviating pressure on local branches, empowering customers to complete their banking transactions quickly and securely through the application. With Gulf Bank’s new app, customers can open accounts in just one minute, make local and international transfers, complete payments and digital financing, and manage credit cards, automatic withdrawals, and other transactions.

Al-Assad indicated that among the main factors that have contributed to improving banking transaction speed is the provision of multi-purpose ATMs which enable customers to withdraw and deposit cash anytime, anywhere. In addition, Gulf Bank’s wide network of ITMs are available from 8:00 AM to 11:30 PM, with Gulf Bank recently launching the first drive-through ITM service in Kuwait.

He noted that the Bank's adoption of the latest automated response system technology in its Customer Contact Center also contributed to meeting increasing demand from customers for digital services, reducing the need for customers to physically visit a branch.

He stated that Gulf Bank is keen to provide customers with a 24-hour banking experience across various channels, whether through its website, the Gulf Bank smartphone application, the Customer Contact Center, social media, ATMs, ITMs, and its network of branches.

He pointed out that the continuous training and development of employee talent, as well as employees’ adherence to internal and regulatory authorities’ procedures and policies, have contributed significantly to the speedy nature of transactions.

Al-Assad concluded his remarks by saying, "Gulf Bank's digital transformation is progressing rapidly in keeping with the Bank’s five-year strategy that aims to consolidate its leading position as the Kuwaiti Bank of the Future. By providing simple and innovative services, Gulf Bank is able to facilitate customers' lives and achieve sustainable growth."

Gulf Bank's vision is to be the leading Kuwaiti Bank of the Future. The Bank is constantly engaging and empowering its employees as part of an inclusive and diversified workplace in recognition of every employee’s role in delivering customer excellence and serving the community at large. With its extensive network of branches and innovative digital services, Gulf Bank is able to give its customers the choice of how and where to conduct their banking transactions, all while ensuring a simple and seamless banking experience.

Gulf Bank is committed to maintaining a robust sustainability program at the community, economic, and environmental levels through sustainability initiatives that are strategically selected to benefit both the country and the Bank. Gulf Bank supports Kuwait Vision 2035 “New Kuwait” and works with various parties to achieve it.