Customer experience (CX) is increasingly the true battleground in retail banking – and Emirates NBD is setting the standard in the Middle East. The UAE’s second-largest bank has undertaken a sweeping CX transformation over the past 18 months, embedding it across every level of its operations, governance, culture and technology infrastructure. The results speak for themselves.
Emirates NBD’s CX strategy is built on three interconnected pillars: customer journeys; metrics and governance; and people and culture.
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