KIB strengthens its digital infrastructure and records notable growth in the use of online banking channels in 2025

In 2025, Kuwait International Bank (KIB) continued to implement its strategy to advance digital banking services and enhance product efficiency by launching innovative financial solutions that elevate the customer experience and provide greater flexibility in managing finances and completing transactions easily and securely around the clock. This initiative reflects the Bank’s ongoing focus on strengthening its digital infrastructure and adopting the latest technological best practices, in line with rapid developments in the banking sector and consistent with its main slogan, ‘Bank for Life’.

As part of KIB’s Retail Banking Division efforts to deliver an integrated digital banking experience, the Bank introduced a series of high-impact enhancements and value-added services in 2025 through the KIB Mobile app, alongside expanding its Interactive Teller Machine (ITM) network. These initiatives support easier customer access to banking services, strengthen the efficiency of digital channels, and address the needs of diverse customer segments.

In this context, Nawaf Al-Khrayef, Deputy General Manager of the Retail Banking Division at KIB, said: “The year 2025 marks a pivotal milestone in KIB’s journey to strengthen its infrastructure, as we laid the foundations for a fully integrated digital ecosystem centered on efficiency, sustainability, and customer experience. We have enhanced our digital banking channels in line with the highest standards, with a strong focus on simplifying the banking journey, expanding self-service capabilities, and elevating levels of security and reliability. As customer needs evolve, KIB is continuously investing in advanced digital solutions that deliver tangible impact in managing everyday financial needs and support a more convenient and flexible lifestyle.

These services and enhancements delivered positive results in 2025, including an approximately 85% increase in transactions conducted through the Bank’s app and online channels, in addition to a 20% rise in the number of customers registered on the app and the KIB Rewards Program during the year.

Moreover, 2025 recorded significant growth in deposit activity, with the number of deposits increasing by approximately 474% compared to 2024. Deposits completed through the Bank’s app rose by around 230%, while transactions conducted via the WAMD service increased by 88%.

New Features on the KIB Mobile App

KIB has enhanced its digital platform for retail customers, KIB Mobile, by introducing a range of new features as part of its comprehensive digital strategy. These updates aim to elevate the customer experience by offering greater convenience, security, and ease of use across digital banking channels, while enabling more efficient access to products and services that align with customers’ needs, expectations, and modern lifestyles.

Among the features introduced by the Bank to its digital platform in 2025 was the children’s account linking feature, which enables parents to more effectively monitor and manage their children’s accounts. Additional enhancements included the integration of Western Union services to facilitate fast and convenient international money transfers, along with features enabling customers to manage financial limits and card limits and reactivate frozen accounts through the app.

The new features also included expanding eligibility for the data update service, enabling all customer segments to update their personal information anytime and from anywhere, whether within Kuwait or while traveling abroad, through the KIB Mobile app. In addition, the app offers enhanced controls for managing transfer and card spending limits.

Expansion of Interactive Teller Machines

In 2025, KIB continued to expand the footprint of its Interactive Teller Machines (ITMs) across various areas of the State of Kuwait. The Bank also strengthened its network through the launch of six digital branches, with the aim of delivering more accessible and convenient banking services to customers. This expansion contributed to a notable increase in the use of digital channels, with transactions conducted through ITMs rising by 40%, reflecting growing customer adoption of digital banking solutions.

This initiative forms part of the Bank’s strategy to develop online channels and enhance customer experience by offering innovative, fast, and round-the-clock services. ITMs combine the ease of services provided through traditional ATMs with the personal touch of branch banking, enabling customers to carry out a wide range of banking transactions, including cash withdrawals, cash deposits, cheque deposits and encashment, card printing, as well as handling general inquiries with the support of service staff via high-definition video calls.

In addition to the features offered through Interactive Teller Machines, KIB customers can continue to benefit from the Bank’s extensive ATM network across Kuwait to complete all basic transactions, such as cash withdrawals and deposits, account-to-account transfers, PIN management, and cardless cash withdrawals using the Civil ID and mobile phone number. The network also provides a range of additional services, including KIB credit card payment settlement, activation of new cards, subscription to SMS banking services, redemption of KIB Rewards points for cash back, and top-ups for KIB prepaid cards.

Contact Center and Social Media

During 2025, KIB’s Contact Center recorded an approximate 11% increase in the number of calls compared to the previous year, underscoring the service’s ease of use, speed, and efficiency in meeting customer needs at any time, seven days a week. Engagement across KIB’s social media platforms (@KIBPage) also increased by 9.5% compared to 2024.
In addition to the interactive WhatsApp service, the Contact Center successfully handled all inquiries and requests from the Bank’s customers.

As part of enhancing response efficiency and customer protection, the Contact Center has added a number of services through the automated response system. The highest priority is given to calls related to fraud and card blocking, helping customers reach the Center’s representatives more quickly and enabling immediate action to be taken.

It is worth noting that in 2026, KIB aims to continue implementing its comprehensive strategy to strengthen its digital infrastructure by adopting the most advanced banking and financial technologies in line with global standards, while tailoring these solutions to meet the needs of customers in Kuwait and enhance their experience across all levels.