ČSOB (part of the KBC Group) is one of the largest banking groups in the Czech Republic, known for its focus on innovation and customer-oriented approach. As a leader, ČSOB naturally seeks to benchmark itself against global competition, and the Qorus Global Banking Innovation Award provides an excellent opportunity to gain visibility.

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Qorus is the world’s largest global association of retail banks and insurance companies. It organizes numerous in-person and online activities for its 1,500 members from 156 countries, aiming to foster knowledge sharing, best practices, and networking, thereby promoting innovation and new retail financial services.

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As a long-term technology partner of ČSOB, Etnetera is directly involved in digital innovation, so we took a partnership approach to participating in this competition. Modern banking is not just about financial services but also about supporting a better life for everyone. The Market 24/7 feature, in particular, exemplifies a technologically advanced service that resonates with users and has many additional positive impacts, a quality that aligns with Etnetera's values.

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Out of nearly 400 entries from 177 banks across 57 countries, we advanced to the Top 3, and on October 8, 2024, ČSOB representatives won the first prize at a gala event in Faro, Portugal. The expert jury and voters from financial institutions worldwide were impressed by the Market 24/7 service’s integration of banking identity with retail systems, its impact on local communities in small towns, and its support of local businesses.

Why Have Market 24/7?

How often have you found yourself needing to quickly buy something only to find the store is already closed? Or you discover it’s a public holiday, and all nearby stores are shut? Operating hours can be limited, especially in smaller towns and villages. Despite the high online availability of goods today, there’s still a need for the convenience of shopping in a physical store anytime, regardless of the day or time.

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ČSOB, along with partners like the COOP Group and PVA Systems, is fully aware of this challenge and, with the help of Etnetera Flow, implemented Market 24/7 in ČSOB’s DoKapsy app in 2023. The vision of automated stores is becoming a reality, opening a new chapter in accessible and efficient shopping, even in small communities.

How Market 24/7 Works

For unrestricted shopping, you’ll need the DoKapsy od ČSOB app, which uses your Bank ID for fast and secure access. Thanks to bank-verified identity, the automated store prevents the sale of alcohol or tobacco products to customers under 18.

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In the app, simply select a store, verify your identity, and generate a QR code for store entry. Once inside, you can shop without worry. After shopping, just scan your items at the self-service checkout and pay conveniently by card. When leaving, use your QR code again to exit. Easy, right?

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You might wonder how theft is handled in this system. The answer lies in artificial intelligence, which detects suspicious customer behaviour with exceptional accuracy. AI analyzes camera data and continuously monitors the store.

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Pricing management is also innovative. Digital price tags enable easy and flexible remote price adjustments. Items can be quickly repriced based on current needs, such as discounting soon-to-expire products without manually changing labels.

Service Performance and Impact

• In the year and a half since the service launched, a network of 63 stores from seven retail chains (COOP, Můj obchod, PVA, Flop Top, Bala, Super Zoo, ESO) has been established.
• Over 320,000 users now have access to Market 24/7, and more than 300,000 unique QR codes have been generated for store entry.
• About 30% of purchases are made between 9:00 PM and 6:00 AM.
• QR code generation on public holidays has increased by approximately 232% compared to regular weekdays.
• QR code generation on weekends is about 70% higher than on weekdays.

Implementing automated stores through Market 24/7 in smaller towns improves customer service and enables retailers to operate efficiently during off-peak hours, reducing labour costs.

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The ČSOB DoKapsy app and the Market 24/7 feature represent the future of shopping—convenient, secure, and tailored to the modern lifestyle of consumers. At Etnetera Flow, we will continue to refine and advance the project together with ČSOB and other project partners such as COOP and PVA Systems, making stores even more accessible, efficient, and better equipped to meet the everyday needs of customers.