Emirates Increases both Customer Engagement and Profitability with Siebel CRM

Emirates NBD Group is a leading financial services brand in the MENAT region. They have operations in the UAE, Egypt, India, Türkiye, the Kingdom of Saudi Arabia, Singapore, the United Kingdom, Austria, Germany, Russia and Bahrain and representative offices in China and Indonesia.

Many banks stumble when it comes to executing their digital strategy on the global stage. In 2012, Emirates NBD Bank established a strategic vision and began to execute its digital transformation program. Five years later, the bank has achieved remarkable business results, increasing both customer engagement and profitability.

Key innovations in Siebel CRM include their "CRM Cockpit" offering a full customer 360 view for users with access to 14 different systems all from a single screen. They have also created automated processes to reduce manual intervention and improve efficiencies. Using Straight-Through Process Automations they now have 64% processes fully automated, which helps to ensure around 140 million digital loans are dispersed. The bank has also introduced face banking, voice biometrics, & AI for sales acceleration.

Key achievements:

• Bank of the Year - UAE (2019 FT, The Banker)
• Best Digital Bank in the Middle East - 2019 Euromoney Awards
• Best CX Strategy - 2019 Gulf CX Awards

• Emirates NBD are a recognised Solution Innovator, not an Oracle Customer Reference.