The study examined customer experience and service delivery across the retail banking sector in UAE and Egypt. The objective was to understand how banks are responding to changing customer expectations, increasing digital adoption, and growing competition, with a focus on experts experienced in customer strategy, digital banking, and service transformation.
Targeted recruitment and screening were used to identify senior banking professionals with direct experience in customer experience, digital channels, and retail banking operations. In-depth interviews explored digital onboarding, mobile banking adoption, personalization, service quality, customer retention, and the challenges of delivering consistent experiences across branch and digital channels.
The study provided insights into the key factors shaping customer experience and retention in retail banking. Findings highlighted the importance of seamless digital journeys, personalized services, effective omnichannel delivery, and operational improvements in strengthening customer relationships and maintaining competitiveness across rapidly evolving banking markets.
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