OPINION PIECE
Middle East Banks Double Down on Digital Customer Experiences Post-Pandemic Mike Plimsoll Global Head of Industry Marketing, Sitecore sees that our region is enthusiastically forging ahead with digital banking innovation but that they should also consider mobile access, user experience, compliance, pervasive security and the right tools for success in this new era of digital banking
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he pandemic has fundamentally s h i f te d h ow M i d d l e E a s t banks deliver on customer experiences, rapidly shifting from a branch- centric, in-person approach to one that is digital-first, across websites, mobile apps, and customer call centers. Having one flexible and composable digital platform that can unify how banks engage with their customers across all channels is vital for optimizing customer experiences and retaining their loyalty. Banks should evolve their thinking from “the next best content” or “the next best option” towards combining the right content with the right insights in realtime to deliver “the next best customer experience.” In order to keep pace with the rapid pace of technological change,
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banks need to adopt an adaptable and composable architecture to deliver more relevant, consistent, and high-quality customer experience – regardless of new and emerging platforms or channels. G ar tner predicts that by 2023, organizations that have adopted a Composable Commerce approach will outpace the competition by 80% in the speed of new feature implementation. Leaders are adopting a MACH approach: Microservices, API-First, Cloud-Native, and Headless. A l re a d y, t h e M i d d l e E a s t h a s been among the global leaders in transforming customer experiences. According to a recent YouGov survey of more than 650 IT decision-makers across the Middle East and North Africa, 88% said they fundamentally changed
Banking and Finance news in the MEA market
Mike Plimsoll Global Head of Industry Marketing, Sitecore
their customer experiences in response to the pandemic, leading to deeper customer engagement.
Emirates NBD and Mashreq Bank Lead Digital Banking Innovation In the Middle East, leading banks such as Emirates NBD, and Mashreq Bank are all driving digital innovation to optimize employee and customer experiences. At Emirates NBD, a new app and website with engaging, personalized banking and lifestyle content has helped Liv. to shake up the UAE financial market and become one of its top service providers. Sitecore’s platform
