Dubai – MENA Herald: Emirates NBD, a leading bank in the region, bagged ‘Best Customer Experience – Banking’ at the 2016 Customer Experience in Financial Services Asia (#CXFS Asia) Awards in recognition of its exceptional commitment to provide superior customer experience in 2015.
Emirates NBD’s strategic focus on offering an enhanced customer experience in recent few years has significantly contributed to the massive growth of the bank. With increasing consumer demand for digital and social banking, Emirates NBD has made great strides in offering a sophisticated and convenient omnichannel banking experience, with a particular focus on new digital solutions via its online and mobile portals.
Commenting on the win, Suvo Sarkar, Senior Executive Vice President & Group Head – Retail Banking and Wealth Management, Emirates NBD, said: “We are honoured to receive the award for Best Customer Experience. Providing a superior customer experience has been at the core of both our business model and corporate culture. Since our multichannel transformation, we have been successful in offering an unparalleled customer experience on each of our platforms, be it at our branches or via digital banking.”
Emirates NBD’s recent AED 500 million commitment towards digital innovation in banking has largely contributed toward increasing the bank’s customer experience proposition. Almost all of the bank’s products and offerings are available both on its website as well as the Emirates NBD mobile banking app resulting in 87 percent of the bank’s customers transactions now taking place via digital channels. Highly commended for its user-friendliness and connectivity, the platforms empower customers to process all their everyday banking needs, manage and track their finances and conduct sophisticated transactions remotely and securely at their own convenience while still having access to the bank’s service ambassadors at all times.
Sarkar added, “As the largest bank in the UAE, we have taken great steps in the past few years to educate and engage people in digital banking and offering an unmatchable range of mobile and online products and services to enable a healthy, flexible and highly convenient financial lifestyle for our customers.”
The bank’s customer experience proposition is built around a strategic organisation-wide platform called ‘Customer Service Excellence Program’ (CSEP) that ensures customer experience related initiatives such as ‘Customer Journeys’ which involves redesigning the customer experience across segments, products and services; ‘Proactive Services’ and ‘TOP (Trust, Ownership, Personal Touch)’ service model are implemented and sustained across all channels while ensuring service consistency.
The CXFS Asia) Awards, organised by Timetric, an independent provider of online data, analysis and advisory services on key growth economies and sectors, recognise excellence by financial institutions in various geographies. The awards have been created to identify industry leaders, individuals and organisations setting new standards in customer experience and engagement for the retail financial services sector.