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A 'Workplace in your hand': ONE Krungthai, the bank's internal platform, seeks to go beyond streamlining HR tasks; to transform EX into one of purpose, connection, and everyday appreciation.
Krungthai Bank’s employee experience (EX) strategy centres on connection, recognition, and continuous improvement. Its all-in-one platform, ONE Krungthai, equips employees with tools for daily work, development, and engagement – all in the palm of their hand.
The team's investments in EX earned it a bronze win for 'Best Use of Technology to Enhance Employee Engagement' at the Employee Experience Awards 2025, Singapore.
In this interview, the team shares how it built an impactful, scalable platform and why small gestures like peer appreciation can go a long way in shaping workplace culture.
Q How does your team define "employee experience", and what aspects do you prioritise most?
At Krungthai Bank, we define employee experience as the complete journey that an employee takes with the organisation – from onboarding to offboarding. Our goal is to ensure that every stage of that journey is positive, meaningful, and empowering. We prioritise key aspects such as people development, recognition, career growth, wellbeing benefits, and a strong, inclusive culture.
In addition, we place significant emphasis on environmental, social, and governance (ESG) principles, ensuring that our workplace is responsible, ethical, and forward-looking. By focusing on both individual needs and broader organisational values, we aim to create an experience that supports employees personally and professionally.
Q Can you walk us through your most high-impact EX initiative that led to your success at the awards this year? What business need did it solve, and how was success measured?
One of our most impactful initiatives was the ONE Krungthai mobile app – an internal platform designed to be a true 'Workplace in your hand' for our employees. Built around five core pillars – communication, daily work tools, employee engagement, HR management, and personal development—the app addresses key pain points in the employee journey. We continuously add new features to support these pillars and elevate the overall experience.
A standout example is the “hearts” feature, which fosters a culture of peer recognition and has generated over 1.3mn recognitions to date.
The app’s effectiveness is clear: it achieved a 4.69/5 satisfaction score in 2024, and 71.89% of employees use it daily.
This initiative earned us the bronze award for 'Best Use of Technology to Enhance Employee Engagement'.
Q How do you balance personalised employee needs with scalable EX programmes?
For our ONE Krungthai project, we use a structured, collaborative approach to strike the right balance. Our team applies design thinking to deeply understand employee needs and expectations. Feedback is collected through surveys and focus groups, then grouped into what employees like, what needs improvement, and what features should be added. We also gather requirements from business units and evaluate whether they align with our five core pillars, while identifying the primary user groups.
Proposed features are reviewed and prioritised by the ONE Krungthai Steering Committee, which ensures we focus on high-impact initiatives that meet both individual and organisational goals. By combining bottom-up input with top-down alignment, we continuously improve the platform in a way that is inclusive, sustainable, and impactful across diverse needs.
Q What are some underappreciated drivers of employee engagement that you think deserve more attention?
Two often overlooked drivers of employee engagement are micro-recognition and social interaction. ONE Krungthai has made it easier to recognize or express appreciation for one another. Each month, every employee receives a set number of in-app “hearts” which they are encouraged to give to others. They can simply send these hearts accompanied by a short message of appreciation or gratitude to their colleagues. This simple yet powerful form of recognition fosters a culture of mutual respect, boosts morale and motivation, and strengthens workplace relationships.
Equally important is the presence of casual community spaces. In hybrid work environments, employees often miss informal connection. Our in-app social feature lets them engage in online communities and casual dialogue beyond work tasks.
These interactions build trust and improve retention but are often overlooked in engagement strategies that focus only on productivity or formal programmes.
Read more interviews on why organisations have won trophies for their HR practices - head over to our Winning Secrets section!
Photo: Provided
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