EMIRATES NBD AUTOMATION AND DIGITISATION FOR THE BENEFIT OF MIDDLE EAST CONSUMERS PRO J EC T PA R T N E R
AUTOMATION AND DIGITISATION FOR THE BENEFIT OF MIDDLE EAST CONSUMERS
Winning a number of banking awards in 2017, Emirates NBD’s digital service offering stands out in the region
R
enowned as a leading retail banking franchise in the UAE, Emirates NBD has remained ahead of the curve within the digital banking space. Encompassing over 9,000 employees across the UAE, Egypt, the UK, China, Singapore, India and Indonesia, the business has adapted its traditional brick and mortar stores and increased the number of its ATMs in order to cater to consumer demand, whilst expanding its digital service offering. Awarded ‘Best Private Wealth Bank in the UAE’ at The Asian Banker Private Wealth Awards 2017,
Middle East and Africa and the ‘Outstanding Global Private Bank – Middle East’ award for the third consecutive year at the 2017 Private Banker International (PBI) Global Wealth Awards, Emirates NBD has seen over 90% of all its financial transactions and requests conducted outside of its 221 branches. Developing key, strategic relationships with corporate customers has been key to the bank’s success. Developing digital solutions which its customers demand, the number of customers visiting brick and mortar stores has declined.
w w w. e m i r a t e s n b d . c o m
5
Now, up to a million customers utilise services, traditional brick and Emirates NBD’s digital banking mortar stores have not been left services on a regular basis. untouched. Identifying that a large Such shift in customer demand percentage of its customers are has therefore led Emirates NBD continually on the go, the bank has to transform its IT infrastructure introduced automated banking, in and adopt digital tools such as addition to its teller-less branches. big data and cloud services, and This will therefore allow the bank to strengthen these with worldtap into different regions and areas class security features. which will have previously Popular self-service proved challenging, and mobile banking and will provide the technologies are manpower needed now accessible, to deliver traditional easy to use and commercial hyper-secure. banking services. Number of employees Additionally, the It is clear to see at Emirates NBD bank has moved a that by working with number of its services partners to provide its to another data centre, services to locations out of providing not only contingencies area, Emirates NBD is stepping out and triangulations, but can be rest of its comfort zone, whilst ensuring assured services are able to run it offers the best services without at all times for its customers. dissecting its overall service delivery. Its digital investment also filters Transforming brick and into Emirates NBD’s paperless mortar branches ambitions and the consequent Despite such digital trends, where launch of its first paperless digital Dh500mn has been allocated to branch. Located at the Dubai World transform Emirates NBD’s digital Trade Centre, it will provide 24-7
10,000+
6
TURN EVERY CUSTOMER INTO A NEW CUSTOMER.
©2017 SAP SE or an SAP affiliate company. All rights reserved.
BANKING IS LIVE. With SAP for Banking, you can bring every customer the right products and services at precisely the right time. By predicting their needs–live and in the moment. So you can build lifelong relationships, one customer at a time. sap.com/livebusiness
The world’s first truly Composable Infrastructure. HPE Synergy. Put the speed and flexibility of cloud in your own secure data center with "infrastructure as code". HPE Synergy delivers fluid resource pools, software-defined intelligence, and a unified API. Now you can automate compute, storage and fabric for applications in just minutes. And create new value across your business-instantly and continuously. Interact with on-demand videos, infographics, articles, and more with Forrester
Accelerating infrastructure
© Copyright 2016 Hewlett Packard Enterprise Development LP. Intel and the Intel logo are trademarks of Intel Corporation in the U.S. and/or other countries.
Visit us at: www.condoprotego.com
Best Technologies + Best Local Support = Best Value Proposition From large enterprises to SMEs, Condo Protego delivers Best-of-Breed solutions for IT Infrastructure, Data Management and Information Security. This includes 24/7/365 local support coverage and an unmatched 30-minute response time.
• Data Backup & Archiving • Consulting & Support Services • Cloud-based solutions
• High Availability & Disaster Recovery • Data Centre Infrastructure • Business Continuity
• Hyperconverged Systems • Information Management Solutions • Information & Cyber Security
BUSINESS SERVICES
‘Dh500mn has been allocated to transform Emirates NBD’s digital services’ support and offer a number of online and self-service solutions. Not only will service ambassadors provide customer support at all times, the bank’s artificial intelligence powered humanoid robot, named Pepper, will also distribute information regarding the bank’s personalised services and what offers may benefit customers most. All future ideas and innovations at the bank will be further established
within its Innovation Lab, where future ventures will be addressed.
Business strengths The bank’s extensive growth would not be possible without its commitment to its customers. Pledging to remain transparent across its operations, Emirates NBD plans to build 100 new branches and improve the visibility of its 760
w w w. e m i r a t e s n b d . c o m
9
‘NBD’s paperless digital branch, located at the Dubai World Trade Centre, will provide 24-7 support and offer a number of online and self-service solutions’ THE REGION’S NUMBER ONE PROVIDER OF IT SOLUTIONS
DRIVE REAL BUSINESS RESULTS WITH OUR LATEST IT TECHNOLOGIES COGNITIVE SOLUTIONS
IOT
CLOUD
SECURITY
ANALYTICS
www.gbmme.com
10
ATMs across the UAE. This will enable the bank to cater to both existing and developing markets, such as millennials, who all want digital banking services which are user-friendly and fuss-free. To support its mobile and contactless payment services, Emirates NBD’s partnership with Apple Pay will further support customers. By adding their details from the Emirates NBD mobile banking app, customers will be able to undertake banking transactions on the move, guaranteeing increased flexibility and convenience. Building partnerships has therefore become a strong focus for Emirates NBD, both nationally and internationally. Its recent partnership with the Dubai Electric and Water Authority (DEWA) has also seen the banks’ credit card users gain the ability to pay their bills in installments online or utilise Emirates NBD mobile banking services. Users will not be charged interest on their bills over the 12 months, enabling increased convenience and support within its local communities.
With an increasing budget for its digital services, Emirates NBD will remain committed to developing digital solutions with the customer in mind, whilst driving employee growth and providing essential training opportunities. Adopting a talent management programme, continuous improvement remains a strong driver for the business across its operations. Fully placing the customer at the heart of its services, Emirates NBD’s digital channels have grown in response to essential customer feedback, and will see it continue to remain a leader within the Middle East banking sector. Continually focused on improvement, the future of Emirates NBD depends on its ability to listen to its customers and understand their requirements and needs in order to remain competitive across the Middle East.
w w w. e m i r a t e s n b d . c o m
11
Emirates NBD Bank PO Box 777 Deira, Dubai United Arab Emirates +971 600 54 0000