Case Study: BKT - Partnership to Boost Albania’s Most Prominent Financial Institution’s CX Efforts

Founded in 1925, Banka Kombëtare Tregtare (BKT) is both the largest and oldest bank in Albania. Having a consolidated capital structure and extensive and dynamic competitive advantages, the bank began a new phase of growth and sustained success. Being the oldest bank and the first provider of financial services in the country, BKT has the deep-rooted experience, in-depth local knowledge, solid corporate culture and a more innovative approach to support its vision.  

Going forward confidently on the path of sustainable growth, BKT continues to offer products, services and innovative solutions by adding value for a wide customer base through a robust platform of services with its 94 branches in both Albania and Kosovo.   

This case study describes how Pisano helped BKT Bank improve its Customer Satisfaction.