Nextgen SME sales and service model Phygital Customer Onboarding Experience

Nextgen SME sales and service model Phygital Customer Onboarding Experience
by Akbank Service Design Team

• Awarded April 15, 2026
• CLIENT: AKBANK T.A.Ş.
• 26.124

Akbank Service Design Team integrates customer digitization and diverse products on one platform with a Phygital approach for access outside branches. Unlike competitors, they offer personalized multi-product bundles in a single flow, enabling digital activation of up to 7 products. Their first point of mobile use innovation eliminates paper and physical presence through digital contract approvals. They employ a reward-based sales model to increase both customer relationship depth and sales efficiency.