Kiwibank –

Kiwibank's digital transformation with, elevating customer security and engagement

About KiwiBank

Kiwibank is the largest New Zealand-owned bank and the fifth-largest bank by assets, with a market share of approximately 9%.


1 Million


Key result:


activity increase in digital channels

Bridging the gap between promise and experience amid rising scams


In the past year, New Zealanders suffered losses amounting to $9 million as a result of scams. Kiwibank recognized the need for a digital transformation to not only enhance customer security but to make everyday banking easier and more convenient for their customers. The challenge lay in maintaining their commitment to providing a top-notch customer experience while taking on the introduction of messaging in secure channels like their mobile app and internet banking.


The integration of played a crucial role in enhancing the security of customer interactions by moving crucial messages into authenticated digital channels like the Kiwibank mobile app and internet banking web portal. 

When a cyclone devastated parts of the North Island in 2023, Kiwibank needed to get messages out quickly to those impacted. gave them the ability to build, test, and deploy in-app messages at speed, achieving a remarkable 93% read rate from their support messages

In moments when scams did inevitably arise, Kiwibank was able to swiftly send in-app messages that not only notified customers of a new SMS scam, but included an image of the exact scam and provided helpful ways to keep safe. Overall, Kiwibank holds an impressive 87% read rate with in-app messages – outshining traditional channels like email, SMS and phone.

Within their first year of implementing, Kiwibank saw their banking customers seamlessly make the switch to secure, digital channels. Self-service home loan maintenance through the web and mobile apps experienced a noteworthy 45% growth compared to it’s previous year. In addition, 90% of taxation accounts and 88% of credit cards were initiated through digital channels.

Key takeaway

By combining’s best-in-class technology with a customer-centric strategy, Kiwibank achieved a significant reduction in security risks, boosted engagement in digital channels, and solidified their reputation as an innovative institution committed to providing a safe and satisfying digital banking experience for all Kiwis.

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