ADIB Recognised At Gulf Customer Experience Awards For Its Digital Transformation Strategy

Abu Dhabi Islamic Bank (ADIB), a leading financial institution, was recognised for its leading digital banking services at the 2021 Gulf Customer Experience Awards, securing the accolade in the Digital Transformation category.

The Gulf Customer Experience Awards celebrate excellence in customer, digital and employee experience across industry sectors. Each category has a panel of three to six judges, with the scoring criteria endorsed by Cranfield University and the Customer Experience Professionals Association.

Commenting on the award, Philip King, Global Head of Retail at ADIB, said: “At the onset of the pandemic, ADIB’s progressive digital transformation strategy allowed us to adapt quickly to changes in customer behaviour without any disruption. We are proud to be recognized for our digital initiatives, a testament to our commitment to ensure customers always receive the best digital banking experience. As demand for digitisation in the banking sector continues to increase, we look forward to introducing new technologies that provide customers with secure and convenient banking services, in line with ADIB’s ambition to become a leading digital Islamic bank.”

The award recognised ADIB’s digital banking offerings, a core aspect of the bank’s growth strategy. Following the Covid-19 pandemic, demand for ADIB’s digital services accelerated, with the bank witnessing high levels of adoption across its retail and corporate banking services. More than 78% of all customers are now active on ADIB’s digital banking channels.

During the past year, 52% of new ADIB customers opened their accounts digitally and 99% of retail financial transactions, including payments and fund transfers, have been conducted digitally. ADIB has also introduced several innovative initiatives centered around enhancing convenience for its customers, such as its remote sales platform which allows customers to interact with ADIB and apply for personal finance, covered cards, takaful, and other banking products digitally.

Now in its sixth year, the Gulf Customer Experience Awards enables businesses across the Gulf to compete for the ultimate accolade in the world of customer experience. The Gulf Customer Experience and Digital Experience Awards celebrate and recognise the very best across multiple categories. The awards aim to support organisations and businesses as a vehicle for sharing best practices and for promoting continuous improvement, learning and personal development.