Emirates NBD wins Best CX Business Model at Digital CX Awards 2021


Bank received recognition for its Multiplier Effect Framework

Dubai, UAE: Emirates NBD, a leading banking group in the MENAT (Middle East, North Africa and Turkey) region, was recognised for its unique customer service (CX) business model at the Digital CX Awards 2021, presented by The Digital Banker.

The bank secured the win for its revolutionary Multiplier Effect Framework, an end-to-end framework for customer personalisation, allowing organizations to move from a product-led approach to one that is customer-led. The unified approach focusses on the three key attributes of Customer Preference, Business Profitability and Effective Communication, leading to higher campaign conversion rates. The Multiplier Effect Framework aims to put customers above products, thus improving overall customer experience.

Commenting on the win, Vikram Krishna, Executive Vice President, Head of Group Marketing & Customer Experience, Emirates NBD, said, “Emirates NBD understands the importance of providing an exceptional customer experience as a foundation for success. We are honoured to win this award for our Multiplier Effect Framework. For us, this recognition highlights not only our core customer-centric philosophy, but also brings to the fore our ability to continuously innovate.”

He added, “In a world where customer behaviour is so dynamic, companies are constantly on their toes to keep customers engaged and attract new ones. Emirates NBD’s Multiplier Effect Framework focuses on a unified approach, giving importance to all three attributes of whom to target, what to sell and how to communicate. This way, customers are relieved from the communication bombardment of all products, allowing them to receive communications based on their needs and preferences.”

The Digital CX Awards recognise the world’s leading Financial Services Organisations that blend the best technology and innovation with the power of their people to provide a superior customer experience and reinvent their industry.

About Emirates NBD:

Emirates NBD (DFM: Emirates NBD) is a leading Banking Group in the MENAT region. As at 30th June 2021, total assets were AED 694 Billion, (equivalent to approx. USD 187 Billion). The acquisition of DenizBank represents a significant milestone for Emirates NBD with the Group expanding its presence to 13 countries, servicing over 14 million customers. The Group is ranked among the top 20 in the Forbes’ list of the World’s Best Regarded Companies, securing a leading spot among global brands. 

The Group has a significant retail banking franchise in the UAE and is a key participant in the global digital banking industry with 94% of all financial transactions and requests conducted outside of its branches. The Group announced the creation of E20., a digital business bank for entrepreneurs and SMEs while Liv., the lifestyle digital bank for millennials continued to be the fastest growing retail proposition in the UAE. Emirates NBD was named ‘Best Bank in the Middle East’ and ‘UAE’s Best Bank’ in 2021 for a seventh consecutive year by Euromoney. In addition, Emirates NBD received the ‘Excellence in Leadership in the Middle East’ award, introduced in 2020 in light of the Covid-19 impact, as a recognition of its efforts in responding to the Covid-19 crisis. Emirates NBD ranked 5th in Forbes’ Top 100 companies in the Middle East for 2021. The Bank is ranked 87th in The Banker’s list of the World’s Top 1,000 Banks.  Emirates NBD was named ‘Bank of the Year – UAE 2020’ for the sixth year and ‘Bank of the Year – Middle East 2020’ for the third time by The Banker. In addition, Emirates NBD has been assessed as the ‘Strongest Bank in the UAE’ and ‘Fifth Strongest Bank in the Middle East’ by The Asian Banker 500 Largest and Strongest Banks Rankings.

The Group has operations in the UAE, Egypt, India, Turkey, the Kingdom of Saudi Arabia, Singapore, the United Kingdom, Austria, Germany, Russia and Bahrain and representative offices in China and Indonesia with a total of 905 branches and 4,044 ATMs / SDMs. The Group has a large social media following, being the only bank in the Middle East ranked among the top 20 in the ‘Power 100 Social Media Rankings’, compiled by The Financial Brand for 2019. Emirates NBD is a major player in the UAE corporate segment and has strong Islamic banking, investment banking, private banking, asset management, global markets & treasury and brokerage operations.Emirates NBD is an active participant and supporter of the UAE’s main development and community initiatives, in close alignment with the UAE government’s strategies, including financial literacy and advocacy for inclusion of People with Disabilities under its #TogetherLimitless platform. The Group is recognised for the pioneering efforts in employee volunteering and corporate social responsibility by IMPACT2030, the corporate volunteering arm of the United Nations. Emirates NBD Group is a Premier Partner and the Official Banking Partner for Expo 2020 Dubai.