Customer needs determine which products Kaspi.kz develops and which it abandons. Mikhail Lomtadze, CEO and co-founder of Kaspi.kz, said this during a panel discussion at the Kazakhstan Growth Forum, according to infohub.kz.
As an example, he cited the history of the company's branch network. After launching a new brand in 2008, the company opened one branch every three days. Later, as more customers began using Kaspi.kz's online services, the need for branches declined. The company began closing branches at the same rate.
As Lomtadze explained, the company's goal is not to build branches but to meet customer needs. That is what determines whether to open or close them.
"Our conversation is always the same: does the customer need it or not? If the customer doesn't need it, we close it. If the customer needs it, we develop it," he said.
According to Lomtadze, a product must be developed together with the customer, taking into account new opportunities to better solve their problem. This requires a willingness to reconsider how the company itself is structured.
"We think about the customer first. If we need to change, we will change," the head of Kaspi.kz emphasized.
The company is applying the same approach to its next stage of development — creating a personal AI assistant for everyday tasks.
Banking activities are licensed in the Republic of Kazakhstan.