CASE STUDY
The bank has expanded its digital services , integrating features like balance transfers , digital onboarding , and IPO subscriptions , meeting evolving customer demands and optimising operational efficiency .
ADIB is undergoing a CRM modernisation to rethink how it engages with customers , ensuring interactions are seamless and personalised . This initiative integrates data across all touchpoints , enhancing customer insights and driving consistent service delivery .
The bank ’ s focus on an omnichannel approach , including services through mobile applications and messaging solutions like WhatsApp , aligns with these efforts to meet the expectations of tech-savvy users who prioritise speed and convenience .
Meeting customer expectations
With over 80 % of its customers using digital channels , ADIB focuses on providing customer-centric digital
solutions that offer personalised experiences while ensuring privacy and trust .
The mobile application now offers over 110 features , including balance transfers , digital account opening , and IPO subscriptions , transforming the customer journey into a seamless , tailored experience .
The bank ’ s investment in cloud infrastructure , AI-driven analytics , and blockchain technology facilitates real-time decision-making , predictive insights , and heightened security measures . ADIB ’ s two-speed IT architecture ensures rapid updates for customer-facing systems while maintaining stability for core platforms .
As part of Vision 2035 , ADIB is exploring emerging technologies such as Generative AI to enhance digital offerings .
Through ADIB Ventures , the bank collaborates with fintech startups to pilot and implement innovative solutions , ensuring the technology landscape evolves to meet market and customer needs effectively .
The CIO ’ s perspective
Balancing digital transformation with regulatory compliance is a significant challenge . Implementing new technologies while adhering to global standards and Sharia principles demands a comprehensive governance framework . The complexity of evolving cybersecurity threats necessitates robust solutions and proactive management .
Talent retention remains a key focus , with ADIB investing in continuous development and innovation to attract and retain top professionals . This ensures that the bank ’ s technology landscape evolves in step with both business needs and market demands , adhering to architecture principles like agility and standardisation to optimise operational efficiency .
Business and IT heads within ADIB collaborate closely through an innovationdriven approach to ensure alignment between business goals and digital transformation initiatives . ADIB integrates its business strategy with IT goals , supporting the bank ’ s vision of becoming the most innovative Islamic bank globally . The use of agile methodologies enables the alignment of technology initiatives with business objectives .
Regular communication through governance forums and joint planning sessions fosters a shared understanding of priorities . These collaborative efforts emphasize customer-centric solutions , with both teams jointly developing roadmaps and tracking progress against key performance indicators to ensure that technology investments deliver measurable business outcomes .
ADIB ’ s digital strategy leverages cloud technology , advanced analytics , and a microservices-based architecture to remain agile and responsive to customer needs .
The hybrid cloud approach gives ADIB the flexibility and scalability of Microsoft Azure combined with the security and reliability of its on-premises systems . This setup allows the bank to innovate rapidly , deploying new services and features without compromising the stability of core banking operations .
Future vision
ADIB ’ s Vision 2035 is to redefine Islamic banking by leveraging technology and innovation . The bank prioritizes data as a strategic asset , integrating advanced technologies such as AI , blockchain , and cloud solutions to deliver personalised , datadriven services .
Through ADIB Ventures , ADIB collaborates with fintech startups to pilot and implement cutting-edge technologies , ensuring the bank ’ s offerings evolve to meet market needs .
This vision reinforces ADIB ’ s position as a leader in digital transformation , aligning its technology strategy with its goal of setting new standards in global Islamic banking . p
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