Customer service experts to convene at 2nd annual Emirates NBD Customer Experience conference

Emirates NBD, a leading banking group in the region, is convening its second annual Customer Experience (CX) conference on 24 October 2019, providing a platform for industry leaders from various sectors to discuss enhancing customer experience in the UAE and wider region.

The event will bring together 200 key executives and senior management from Emirates NBD and its business partners to discuss current trends and innovations in delivering outstanding CX. The conference is part of Emirates NBD Group Customer Experience Month, an annual initiative that has underpinned the bank’s relentless focus on customer excellence over the years, with participation from staff across Emirates NBD’s operations and branches in the UAE, Egypt, KSA and Emirates Islamic.

The 2019 edition of the Customer Experience Month is being held under the theme #iownit, reflecting the bank’s vision of empowering employees at every level to take ownership of customer happiness and satisfaction. In addition to the conference, the bank will roll out a series of programmes and activities engaging staff, senior management and customers, including customer experience workshops with external experts, under the themes: Creating a lasting impression, Boosting innovation; and Inspirations from real life customer experiences.

The bank will also run a social media campaign centred around the hashtag #YouMakeUsBetter, with the aim of soliciting suggestions from customers on further improving the banking journey. To date, the bank has implemented over 50 ideas and suggestions made by customers.

Emirates NBD’s annual CX month provides a valuable opportunity for staff across business units and teams to exchange ideas, put forward suggestions, and strengthen their commitment to customer service excellence. The event’s theme for this year, #iownit represents the bank’s commitment to investing in its customer experience strategy and initiatives in order to not just solve customer pain points but also successfully cater to the evolving needs of the market and simplify everyday banking for customers.

The Emirates NBD Customer Experience Month 2018 event last year saw over 8,000 staff participate across various segments, units, and locations, with a total of 400 employees recognised through spot and weekly awards.

Earlier this year, the bank was recognised at the Gulf Customer Experience Awards for its customer-centric ethos and championing of excellent customer experience as a key driver for business success. Emirates NBD secured awards in four categories: Business Change and Transformation, Best CX Strategy, Customer Complaints and Customer Experience Team. In recent years, the bank has also made investments towards customer service excellence focusing on both cultural re-engineering programmes for employees as well as adopting technology-driven solutions to enhance and simplify customer engagement points.