İşbank is Central and Eastern Europe’s best digital bank, thanks to the consistent embedding of digital thinking across its franchise and the successful rollout of its new digital solutions.
At the core of the bank’s offer is mobile banking app İşCep, launched back in 2007 but comprehensively rebuilt during the review period. The refresh was not just cosmetic – users are now able to personalise the interface, add widgets for frequent tasks and toggle between old and new layouts.
Daily traffic averages 20 million visits from more than 6 million active users, who can choose from 750-plus functions on the app; in all, over 15 million customers interact with the bank through İşCep. Four out of every five of the bank’s transactions now take place on mobile, rising above 90% for money transfers and investment orders.
“We have been developing İşCep as a smart, innovative, personalized finance and lifestyle application through collaborations with our subsidiaries and third-parties,” says deputy CEO Sezgin Lüle. “Under the concept of My Life with İşCep, we offer integrated services across My Car, My Home, My Travel and My Family sections, reaching over six million active users. In 2025, İşCep grew to 15.4 million customers and more than 800 functions, supported data-driven personalisation, proactive financial guidance and AI-powered insights. These innovations helped us achieve 88.1% customer satisfaction and rank number-one in Net Promoter Score among peers, reinforcing our leadership in digital banking.”
Equally as impressive is how İşbank layers services on top of this core. The Maxi digital assistant handles conversational banking in Turkish and English, completes instant payments and offers spending insights; usage reached 11.5 million customers and 103 million dialogues in 2024.
The tool is already being extended with generative-AI “greeting”, “investment” and “credit” modules that will shorten the distance between question and answer for retail clients.
Nays … has attracted 4.5 million sign-ups since its 2022 debut – half of them non-İşbank customers
Open banking is further evidence of İşbank’s execution over the review period. More than 1 million people have consolidated external accounts into İşbank channels, driving a five-fold annual increase in volume during the review period. For corporate users, remote onboarding, cash-management file automation and real-time POS dashboards have had the same effect in treasury terms.
The bank also uses its scale to widen financial inclusion. Nays, a standalone gamified wallet, has attracted 4.5 million sign-ups since its 2022 debut – half of them non-İşbank customers. On the small-business side, the DijiKolay marketplace gives SMEs free access to e-invoice, e-commerce and digital-admin tools; following the service’s release on İşCep, average monthly applications rose by more than half and sales volume more than two-thirds within two months.
Finally, the bank’s product innovation is anchored in partnerships, such as the Maximiles Business Startup Card developed with AWS and Visa. This offers Turkish startups cloud-credit rebates; by the end of 2024, more than 1,500 companies were already using the card.
Taken together, these initiatives show how the bank has achieved full-scale customer-grade delivery of product innovation over the review period. İşbank’s measured and continuous rollout of mobile, AI and open-ecosystem capabilities makes it the clear recipient of this year’s best digital bank award for Central and Eastern Europe.
