Banks are losing money due to the gap between online and offline

In Bishkek, banks continue to lose customers and revenue due to a lack of alignment between their online and offline channels. This was stated by Dmitry Vakin, co-founder of InteriseGroup, at the presentation of the Customer Choice Index 2026.

According to him, the key problem facing the market is the absence of a unified customer experience. Banks develop their digital services and branches separately, whilst customers perceive them as a single space.

“People do not divide their lives into online and offline. They live in both spheres simultaneously and expect a seamless transition between them”, — noted Vakin.

As a result, banks face a paradox: the same customers come through different channels, yet financial institutions continue to pay to re-acquire them through partners and agency networks. Experts estimate that up to 35–40% of such customers are already served by the bank.

Additional pressure is created by a lack of coordination within the organisations themselves, with different departments working towards unrelated goals, which reduces overall business efficiency.