Customer

Enhancing Customer Experience across Branches

The Bank has elevated its role from a product provider to a strategic partner with a deep understanding of both customers’ business needs and personal lives. This approach emphasizes close collaboration with multidisciplinary teams of experts, integrating perspectives on lending, payments, and suitable investment solutions, to ensure comprehensive and long-term support for customers across both business and life dimensions.

In addition, the Bank continues to pursue service excellence to strengthen brand trust and create sales opportunities. This is achieved by instilling a strong service mindset through the Service DNA concept, together with clearly defined service roles, to establish consistent service standards across the organization. The Bank also continuously enhances service capabilities and product knowledge through ongoing training programmes.

Enhancing Customer Experience across Online Channels

KBank continues to enhance its digital service channels to enable customers to access banking services seamlessly and efficiently, while elevating the customer experience to meet diverse needs with convenience and security.

Cybersecurity and Data Privacy​

KBank places emphasis on the effective supervision of IT and data security management, recognizing them as key risks under its group-wide risk management framework. Indicators regarding cyber risk incidents, including number of incidents and duration of management, have been set as one of the main targets for assessing KBank’s operational efficiency. Focus is also on the Three Lines of Defense (3LOD) guideline.

The Board of Directors approves the risk appetite and risk limit. It has assigned various working groups to jointly oversee the IT Security Policy applied across the organization and external parties, accounting for data security of customers, employees and all stakeholders, as well as the Bank’s system stability. Oversight is exercised under a roadmap for cyber risk controls prevention, detection, and response covering all business processes and critical systems of the Bank, along with remediation measures for cyber threats. This will help to ensure the stability of the Bank’s operational systems and the Thai financial landscape.

In managing cyber risks, in addition to implementing measures to prevent attacks on IT systems, KBank places strong emphasis on the protection of personal data in order to enhance consumer confidence in KBank services, recognizing them as key risks under its group-wide risk management framework. KBank strictly complies with the Personal Data Protection Act B.E. 2562 (2019) and conducts a test of personal data breach response plan to enhance preparedness and further strengthen the effectiveness and robustness of its processes. These efforts cover incident reporting to relevant regulatory agencies, investigation, corrective action, and remediation.

In 2025, Total number of information security breaches was 0 case. Consequently, no customers or employees were affected by data breaches.​

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Customer Relationship Management

KBank places strong emphasis on Customer Relationship Management (CRM) across all customer segments, including individual customers, small and medium-sized enterprise (SME) customers, and corporate customers. KBank leverages data-driven insights to understand the specific needs of each segment, design appropriate value propositions and service channels, and provide ongoing post-sales support to foster long-term customer engagement. These efforts are carried out in accordance with the Fair Treatment of Customers principles, supported by clear mechanisms for listening to customer feedback, with the aim of enhancing the customer experience across all channels and building sustainable trust.