Abdelaal sees customer expectations – not just technology – as the primary force behind banking transformation in 2025. “People want things to be seamless, secure and instant,” he says. “That hasn’t changed – and it won’t.” For Mashreq, meeting this demand means combining cutting-edge digital capabilities with a legacy of client-centric service.
The bank’s digital-first strategy is anchored in AI, cloud-native platforms and embedded finance. Abdelaal highlights innovations such as voice banking, proactive AI-driven advisory and API-led partnerships with platforms like Etisalat and Noon, which integrate Mashreq services into users’ daily digital journeys. “The future of banking,” he says, “is about anticipating needs – not reacting to them.”
Yet, for all the focus on automation, Mashreq is equally committed to what Abdelaal calls “humanising banking.” The goal is to create emotionally intelligent experiences that blend data-driven insights with human judgement. “Technology should not just work fast,” he notes. “It should feel right.”
Empowering people remains central to this vision. Abdelaal outlines how Mashreq fosters innovation through inclusive programmes such as We Rise and Reignite, which support talent across functions and life stages. “Without empowered people,” he says, “even the best technology won’t get you far.”
With active expansion in markets like Egypt, Pakistan and Oman, Mashreq is scaling its UAE-born digital propositions – including NEO for consumers, NEO BIZ for SMEs and NEO CORP for corporates – across a broader regional footprint. Through AI-powered, embedded solutions tailored to local needs, the bank is positioning itself to play a leading role in the next chapter of financial innovation in the Middle East and beyond.
