Maia Gorgiladze, Deputy Chief Digital Officer at Bank of Georgia

Welcome to SettleMint’s newsletter, Chief Digital Heroes.?

Every week, we interview an expert leading the charge on all things digital transformation at the world’s most innovative banks and financial institutions, then write up a summary of the top actionable lessons you can learn from them.?

We recently spoke with Maia Gorgiladze , Deputy Chief Digital Officer at Bank of Georgia . Here are the top takeaways from the interview.?

1. How the Bank of Georgia is making their digital transformation impactful.

"We at the Bank of Georgia have been putting a lot of effort and money into making our bank better through digital transformation. What that means is we are using some of the latest technologies to make our work more efficient, make our customers happier, and create new and better services and products.

“We are using tools like cloud computing, which let us store and access data and programs over the Internet. We are also diving into artificial intelligence and machine learning, which help us make sense of all the data we have and make smart decisions based on that. And of course, we are digging into data analytics to understand our customer needs better.

“But it's not all about the tech. We are also changing the way we do things, making sure we put our customers at the center of everything, and making sure we can quickly adapt to whatever our customers need."

Actionable Takeaway: Digital transformation isn't just about onboarding new technologies. It's about making work more efficient, making customers happier, and creating new and better services and products.?

2. How artificial intelligence and machine learning can enhance personalization and engagement.

"One of the major trends I'm particularly excited about is personalization. With the help of AI and ML, we are now able to analyze vast amounts of data to understand individual preferences and behavior. This enables us to create highly personalized experiences of the users.

“Personalization is not just about enhancing user experiences. It also drives better engagement, increases customer satisfaction, and can significantly boost conversion rates. By understanding and anticipating the needs of the user, we can deliver more relevant and meaningful interactions, which ultimately benefit both the user and the business."

Actionable Takeaway: Customers today want personalization. Leverage new AI capabilities to provide those personalized messages and services to them to drive engagement, increase customer satisfaction, and boost conversion rates.?

3. How to improve customer experiences with gamification and chatbots.

"I will single out two exciting projects I'm working on. The first is gamification in our mobile banking app. This is new for me, and I was not sure how it would go, but we started it four weeks ago, and now 40% of the people who use our application are playing these games. And I'm really happy about this.

“Second project is about selling more deposits through chatbot. So the chatbot will use artificial intelligence and machine learning to help us talk to our customers in a smarter way. I think this will help to give our customers better offers, make them happier, and sell more."

Actionable Takeaway: You don't have to adopt large-scale technology initiatives to benefit your customers. Implementing a game in the app can boost engagement. Programming your chatbot with a new feature can streamline their tasks. Look at small ways you can implement digital initiatives at various customer touchpoints.?

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