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Gulf Bank 2022 – Digital Breakthroughs and Quality Services

From launching the new Gulf Bank application, to the development of the Call Center and with the introduction of Apple Pay, Gulf Bank marks major accomplishments in 2022

  • Mohammad Al-Qattan: The customer experience has become easier and accessible to everyone, everywhere, and at any time
  • Gulf Bank reaped the benefits of its strong technological infrastructure by taking the lead when launching Apple Pay
  • Gulf Bank began the implementation of the Omni Channel towards the end of 2020, and is getting closer to its completion
  • Gulf Bank has achieved a major milestone by increasing its number of branches to 53 and by completing customer transactions in a record time
  • Gulf Bank has increased the debit card instant issuance services, and further developed its ATM and ITM services
  • Gulf Bank has cooperated with Visa to provide FIFA World Cup 2022 tickets, and has signed a strategic partnership agreement with Mastercard
  • Gulf Bank has won the best ‘Click to Pay’ launch experience across the Middle East and North Africa
  • Gulf Bank has launched successful marketing and advertising campaigns throughout the year, gaining millions of views on social media

General Manager of Gulf Bank's Retail Banking Group, Mr. Mohammed Al-Qattan, stated that Gulf Bank’s service offerings represent a revolutionary leap in customer experience and has achieved multiple milestones throughout 2022. These milestones fall under the framework of the digital transformation plan which is developing with great success.

Al-Qattan has showcased the most prominent digital transformations achieved by Gulf Bank over the past year as part of its strategy for 2025, which aims to consolidate the Bank’s leading position as the Kuwaiti Bank of the Future, by providing customers with the best banking solutions and services.

Al-Qattan also stated that the new application on smartphones is a major leap in the customers experience – creating a smoother experience between the bank and customers, available to everyone, everywhere and at any time; through a simple, fast and secure interface.

Gulf Bank has managed to successfully surpassed the list of banks that launched the Apple Pay service and has also updated its Easy Pay service to become the first of its kind in Kuwait.

In addition to the digital transformations, Al-Qattan mentioned that Gulf Bank branches have witnessed unprecedented booms after increasing their number to 53 branches, which lead to a reduction in the average completion time of banking transactions and added quality services to the instant issuance of debit cards, and the development of Automated Teller Machines (ATMs) and Interactive Teller Machines (ITMs).

Al-Qattan also noted that the bank's adoption of the latest version of the IVR system in the Call Center has been a major contribution in meeting the increasing demands for digital services from customers, reducing the customers’ branch visits for certain transactions.

Furthermore, the marketing and advertising campaigns launched by Gulf Bank since the beginning of 2022, with the implementation of its slogan "With You Always", witnessed major success. More details of the latest developments include:

The Launch of a Brand-New Smartphone Application

As part of its efforts to complete its digital transformation plan and its continuous endeavor to improve the customers experience, Gulf Bank has introduced a brand-new version of the Gulf Bank application for smartphones – characterized by smart design, ease, and simplicity of use.

The new application includes plenty of features and unique services, of which include the quick payment service via link on the external interface of the application, the steps to transfer money on one page, as well as enabling customers to set the limit of transfers and have control over their expenses with the freedom to amend them at any given time.

Bringing Apple Pay to Customers

Gulf Bank has gained the benefits of its strong technological infrastructure, by being one of the first Kuwaiti banks to introduce one of the latest digital payment revolutions to its customers, Apple Pay which is a safer, private, and more convenient way to pay for in-store, in-app, and online purchases. The Apple Pay service launch has been successful and widely accepted by customers.

Upgrading The Easy Pay Service

Gulf Bank has announced the launch of "Easy Pay Plus” – an updated and enhanced version of the Easy Pay program, which now enables Gulf Bank credit card holders to pay for high-value local and international purchases, in 12 monthly installments at 0% interest, with a minimum value of KD 300.

Finalizing the “Omnichannel” Banking Experience

Gulf Bank has announced that it will be finalizing all the phases of its Omnichannel banking experience within the first quarter of 2023, which has been a progressing since 2020. Gulf Bank’s Omnichannel experience will include a series of systems and programs designed to enhance the customer experience, including the launch of an updated mobile application. The system includes four main channels: The Customer Contact Center’s automated response system (IVR); digital banking services for personal and corporate banking; and updated ATM and ITM services.

Adoption of the Latest Version of The IVR System in the Call Center

The IVR system at Gulf Bank's Call Center witnessed a great leap in 2022. Considering that the Call Center receives around 5,000 calls per day, faster responses were achieved for customer calls using the IVR system, reaching a speed of just 20 seconds. In parallel, the means of communication between the Call Center employees and customers also experienced a boom, reaching an average speed of two minutes per call.

Unprecedented Shifts in Gulf Bank Branches

Gulf Bank branches have witnessed unprecedented shifts after increasing their number of branches to 53, which lead to a reduction in the average completion time of banking transactions and added quality services to the instant issuance of debit cards by developing its Automated Teller Machines (ATMs) and Interactive Teller Machines (ITMs). The Bank’s Airport branch also began operating 24 hours a day, for seven days a week, with a "Safe Deposit Box" service available at the branch for traveling passengers.

A Strategic partnership with Mastercard

Gulf Bank has signed a long-term strategic partnership agreement with Mastercard – a testament to the Bank’s ongoing efforts to keep pace with the latest banking requirements, and to consolidate its position as the Kuwaiti leading Bank of the Future. Mastercard will connect Gulf Bank to solutions and products that suit their customers’ evolving needs and requirements, in addition to providing consultancy, training and other services to the Bank.

Partnering with Visa for the FIFA World Cup 2022

In partnership with Visa, Gulf Bank launched the FIFA World Cup “Infinite” and “Signature” Visa credit cards with a 3-month campaign, which was concluded with a digital draw, giving 30 winners the opportunity to attend the FIFA World Cup in Qatar.

On the occasion of the FIFA World Cup being hosted in Qatar, Gulf Bank produced the song "Gulf Pulse" and dedicated it to Qatar and its people.

Winning an Award for the Best Launch of "Click to Pay" in the Middle East

Gulf Bank won an award for the best launch experience in the Middle East and North Africa for the innovative and integrated "Click to Pay" service in the latest version of "Hosted Checkout" technology, powered by Mastercard's payment gateway services. Gulf Bank's MOUJ Prepaid Cashback Card was also awarded the "Most Rewarding Prepaid Card in the Middle East and Africa".

Special Offers and Discounts for Customers

As part of its ongoing efforts to reward its customers, Gulf Bank has launched exclusive offers for all its credit card holders at select restaurants from Alshaya Group in Kuwait, with discounts of up to 15% off. The Bank has also given an exclusive offer for Rose Gold credit card holders, offering them 25% cashback at all restaurants, cafes and online orders in Kuwait.

Successful Advertising and Marketing Campaigns

Gulf Bank's marketing and advertising campaigns that have been launched since the beginning of 2022, continued to garner millions of views and social media interactions, including the "Amthal Tdoom” video series launched in the Holy Month of Ramadan, the Diraya “Say No” video campaign, and other various exclusive offers for customers.

The Al Danah Millionaires and Salary Account Prizes

Known as the most popular draw and savings account in Kuwait since 1998, and with numerous opportunities to win valuable cash prizes throughout the year, the Al Danah Millionaire account continued to prize more winners in 2022 – this includes one KD 1,000,000 and one KD 1,500,000 winner, two draws for KD 100,000 and 10 winners for the monthly draws of KD 1,000.

As part of the Salary Account draws, 3 draws were performed to win a 2022 Mercedes-Benz G 500 and 3 draws to win 12 times your salary.

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’s 2035 vision “New Kuwait” and works with various parties to achieve it.


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