wellness

Akbank VP Gökhan Gökçay On Driving Engagement And Financial Wellness

Gökhan Gökçay, executive VP of Technology at Akbank, explains how his bank—named the World’s Best Consumer AI Bank—uses AI and partnerships to tailor service and secure data.

Global Finance: What impact has Akbank’s AI-powered digital assistant had on customer loyalty, and how does it contribute to your 96% digital migration rate for sales?

Gökhan Gökçay: Akbank Assistant has become a cornerstone of our customer engagement strategy by delivering fast, personalized, and seamless banking experiences across all channels. By enabling customers to complete more than 200 types of transactions autonomously and resolving 250,000 monthly support sessions through the “Help Me” module, it has significantly enhanced convenience and satisfaction.

The Assistant’s proactive and context-aware guidance, combined with human-like voice interaction, has fostered stronger emotional connections and loyalty. This trust and ease of use have been key drivers in Akbank’s remarkable 96% migration rate of transactions, including sales and inquiries, to digital channels.

Moreover, the Assistant’s recommendation engine, powered by advanced analytics and large language models, has increased product conversion rates from 2% to 18%, demonstrating that intelligent personalization directly translates into customer engagement and business growth. Customers now engage with our digital platforms over 700 million times daily, reflecting a deep behavioral shift toward mobile-first, AI-supported banking.

GF: Akbank uses AI to provide “Banking IQ” insights to customers, such as cash flow analysis and spending patterns. How do these insights directly translate into better financial habits for your customers, and what is your approach to turning these insights into proactive, personalized product recommendations?

Gökçay: Through AI-powered “Banking IQ” insights, Akbank analyzes customer cash flow, spending patterns, and savings behavior to provide meaningful, actionable financial guidance. These insights empower customers to make smarter financial decisions, such as optimizing savings, avoiding overdrafts, or rebalancing investments, based on real-time data.

The same infrastructure supports our agentic recommendation engine, enabling customers to better understand their financial habits, stay in control of their goals, and develop long-term financial wellness, turning data into trusted everyday advice that drives healthier financial behavior.

GF: Given your use of AI to create hyper-personalized customer experiences, how do you balance the drive for personalization with customer data privacy concerns, and what specific measures are in place to ensure compliance and maintain customer trust?

Gökçay: At Akbank, personalization is built on trust, transparency, and ethical responsibility. All AI systems are designed in full compliance with Turkey’s banking and data protection regulations. In 2025, we introduced the Akbank Responsible AI Manifesto, publicly affirming our commitment to ethical and responsible AI. The manifesto defines a set of nonnegotiable principles—fairness, transparency, accountability, inclusiveness, and data privacy—that guide every stage of our AI lifecycle, from model design to deployment.

Our dedicated AI governance framework continuously monitors model behavior, bias, and data use, while regular audits ensure compliance with both regulatory and ethical standards. By embedding these principles into our technology, we ensure that personalization always empowers customers, strengthens trust, and reinforces our long-term human-centered AI vision.

GF: Can you describe how Akbank LAB collaborations with fintechs and tech companies accelerate AI innovation, and what role these external partnerships play in Akbank’s overall long-term AI strategy?

Gökçay: Akbank LAB acts as the innovation bridge connecting our bank’s internal R&D ecosystem with fintechs, startups and global technology pioneers. Established in 2016, Akbank LAB has become one of the world’s leading financial innovation centers, recognized as part of Global Finance’s Innovators 2025 list.

Collaborations with companies like Personetics and Jasper accelerate the development of advanced personalization, conversational intelligence, and generative AI capabilities. However, Akbank’s open innovation approach goes beyond specific partnerships. We value every collaboration that enhances or personalizes our customers’ experience. We believe in the power of the ecosystem where shared innovation drives transformation and progress across the financial landscape.          

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I went to the beautiful city home to wellness spas, amazing sushi

Collage of three images showcasing winter activities and one image of a snowy mountain overlooking a city.

WE all know that reindeer pull Santa’s sleigh – but did you realise his entire fleet of magical-hooved creatures is female?

“We know this because of their horns,” Diego Osorno tells me, pointing towards Vixen, one of Grouse Mountain’s resident herd.

Grouse Mountain, a 4,100ft tall peak that towers over the city of VancouverCredit: Destination Vancouver
The Sun’s Sophie Swietochowski at Grouse MountainCredit: Supplied

At that moment, she decides to depart her hay-filled lodge and gently plod off through the snow, tilting her antlers towards the shimmering Christmas lights in a well-timed performance.

Males shed their antlers in the winter months, while females cast theirs in summer, the knowledgeable Diego shares. He is one of a few rangers here at Grouse Mountain, a 4,100ft tall peak that towers over the city of Vancouver, on Canada’s western coast in British Columbia.

This magnificent landmark will be celebrating its 100th birthday next year, and for those already planning their 2026 wintry getaway, few places offer more Christmas cheer, aside from Santa’s home in the North Pole.

A small “skating pond” sits just beyond the reindeer shelter, where kids can twirl on ice in front of snow-topped fir trees listening to festive music echo between the trunks.

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Elsewhere on the peak, you can trudge through fresh white powder on a snowshoe experience, weaving through the frosty woodland which, at this time of year, is dripping in twinkling lights.

These lights are almost as magical as the ones glimmering up from the city of Vancouver at night.

Birds-eye views of the city are spectacular from the cliffside restaurant, The Observatory, and you can soak them up while you dive into fondue — a bubbling pot of rich, gooey cheese served alongside thick slices of charcuterie, pickles and hunks of bread for dipping.

Of course, there’s skiing and snowboarding, too. In fact, visitors will have their pick of three mountains for snowsports when staying in Vancouver, which is partly what makes this region one of the best in the world for night skiing.

You can hit the slopes in a mere 25 minutes from the city centre, including the cable car journey. And Vancouver’s breathtaking nature doesn’t end with its mountains. At the foot of the snow-capped cliffs lies a huge harbour, filled with ships, fishing boats and humming seaplanes — and plenty of wildlife, too.

Winter isn’t the season for spotting whales, but you’re still in with a chance of catching something emerging from the waters, especially if you decide to take a stroll around the seawall of Stanley Park.

This is Vancouver’s answer to Central Park in New York, except it’s roughly 20 per cent larger, boasting 1,000 acres of lush green space bang in the centre of a skyscraper city.

A pal had spotted seals here only a few days earlier, but during my morning run, I only spied black squirrels (cool, nonetheless) and a seagull cracking into a crab that it had plucked from the water for breakfast.

Messy but fun

That sight hammered home just how fresh the grub here really is.

With a huge body of water on its doorstep, wild salmon is, unsurprisingly, very popular in Vancouver. It’s also a staple in the diets of the indigenous communities around these parts. Sushi is big, too. In fact, it turns out Vancouver is where the California roll was invented, supposedly by Japanese-Canadian chef Hidekazu Tojo, although there is some debate over this.

One of the best places in the city to sample this is Miku Waterfront, near the cruise port. This restaurant has rightly earned a place in the Michelin guide for its extremely high-quality dishes at prices that won’t break the bank.

I polished off clean plates of oshizushi, a sushi block made from layered rice and slabs of fresh tuna or mackerel, dolloped with a smattering of saffron as well as perfectly-crafted nigiri, which I was instructed not to dip in soy sauce as the seasoning had already been meticulously balanced.

Right they were.

An extremely filling lunchtime Shokai consisting of ten pieces of traditional sushi, rolls and nigiri with appetisers and miso soup, will set you back just under £25, in a swish setting.

For more snacking with a festive twist, there are two Christmas markets in the cityCredit: Destination Vancouver
Undercover ice-skating in domeCredit: Ian Harland

Asian influences can be seen throughout a large number of restaurants in Vancouver due to a wave of Cantonese and South Asian communities immigrating to the city over recent years. Anh And Chi at the northern end of Main Street serves immaculately executed Vietnamese classics, including DIY rice paper rolls that you construct at the table. Messy but fun.

During the festive period, however, you can’t go wrong with a slap-up Christmassy meal within a sparkling globe-style dome at H Tasting Lounge.

Order the 24-hour braised beef shank, which is lit on fire tableside, the smoky smell of rosemary and meat engulfing the dome.

Cold plunge pools

If you simply can’t decide what tickles your fancy, book on to a food tour with foodietours.ca around the public markets of Granville Island.

This industrial area has become a hub for arts and food, and more than 50 independent vendors flog their homemade delights to not just tourists and locals, but A-list celebs, too.

Pop star Harry Styles once bought Hobbs Pickles’ entire stock of sweet pickles in one day. I had to resist doing the same after sampling their dill flavour.

Vancouver-born actor Seth Rogen, on the other hand, regularly makes a beeline for Lee’s Donuts, which sells the classic ring-shaped bake in all manner of flavours, from cinnamon to honey-dip.

For more snacking with a festive twist, there are two Christmas markets in the city. The main Vancouver Christmas Market (entry from £3.80), offers a more commercial atmosphere with wooden stalls selling all the classics.

Seafood restaurant Miku is in Michelin GuideCredit: Destination Vancouver
A snow-covered Cypress MountainCredit: Destination Vancouver

Meanwhile, the Shipyards markets on the North Shore are a little more crafty and free to visit, serving quirkier titbits like pickled spruce tree tips.

They taste like capers, if you’re wondering.

I was also grateful for the city’s emphasis on wellness after gorging one too many poffertjes (mini Dutch pancakes).

Spas have become a large part of the culture here and the two-hour thermal circuit at Circle Wellness will ensure every ounce of stress is extracted from your body through specially designed hot pebble floors, Himalayan salt chambers and cold plunge pools.

From my private shipping container, I watched the steam billow from my cedar tub, clashing with the air’s chill.

Some things are just made for winter. And Vancouver is one of them.

GO: VANCOUVER

GETTING THERE: Air Canada flies from Heathrow to Vancouver from £712 each way including one checked bag. See aircanada.com.

STAYING THERE: Rooms at The Westin Bayshore cost from £202 per night on a room-only basis. See marriott.com. For more information, see destinationvancouver.com.

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