A front-runner in retail banking innovation, Emirates NBD is committed to continuously improving the customer-centric banking experience. This has yielded benefits with positive impact on their Customer loyalty scores, brand value of US$4.13 billion and remarkable business results, increasing both customer engagement and profitability.
Watch this session, originally presented at Forrester CX EMEA (November 2020), to learn how Emirates NBD has focused on Culture, Crisis Management (featuring a state-of-the-art Command Centre), Connections, Content and Compliance to consistently deliver amazing customer experiences, at scale, even during challenging pandemic times.
How context ensures that content resonates and builds connections.
Compliance: Governing and tracking CX across systems, policy & performance.
How the bank adapted and upgraded to effectively manage the current pandemic crisis.