United Arab Emirates
The new customer experience for the connected age
Emirates NBD established this Future banking Lab, designed by allen international, as a key initiative of its digital strategy that will enable and accelerate the development of next generation digital and mobile banking services with the aim to increase smart service adoption in the UAE.
The innovative digital branch incorporates both physical and digital designs created by allen international. This innovative design incorporates 3 seamlessly connected zones:
The Digital Banking Zone
This zone provides convenient self service banking facilities where customers can use Intelligent Tellers Machines (ITMs) providing video connections to remote service staff should they require assistance with any of their daily transactions. The backdrop of this space is the super sized digital wall through which the ITMs/ATMs/CDMs are presented. Measuring at over 10m long this wall creates a truly immersive experience for this 24hr zone and presents allen international’s unique digital ‘Horizons’ animations providing a strong visual expression of Emirates NBD’s coverage and position as the bank of choice in the UAE. It also demonstrates the brands commitment to delivering innovative, convenient means to bank across Dubai and the UAE 24/7.
The Future Banking Zone
A ‘Future Banking’ lab is the first of its kind in the UAE. In this space Emirates NBD showcases digital innovations developed with technology partners such as the Visa ‘Connected Car’, MasterCard ‘Virtual Shopping Experience’ and SAP’s ‘Augmented Reality Real Estate and Mortgage Digital Solutions’. This changing interactive exhibition space will provide a lab environment for customers to trial and collaborate in the development of innovative products and services pre-launch to the UAE market.Emirates NBD will continue to evolve and change this showcase as it works with other future technology partners developing progressive, next generation digital banking services.
Speaking from the launch in Dubai, Richard Benson, Innovations Director at allen international, said, “We are really excited by the possibilities this new branch design presents for the Emirates NBD brand and their customers. The design utilises all 4 aspects of allen international’s philosophy and expertise: It provides fully immersive physical and digital interactions, it represents the very unique essence of the Emirates NBD brand personality, and inspires the optimum staff culture and behaviors. All combining to create a connected customer experience unlike any other. A real glimpse of Future banking, today.”
The Relationship Zone
The heart of the space and Emirates NBD offer is the consultation area of the branch. A contemporary design provides a relaxed environment for customers to browse the banks products and services and meet one to one with Emirates NBD’s financial advisers. A quick service desk provides an immediate location for customer to make enquiries or resolve problems, whilst the interactive lounge presents tailored digital apps and online/mobile banking demos, to inform and entertain the customer whilst they wait. The branch has also been fully designed to provide accessibility for all, with service points, interactive tablets, meeting pods and assisted transaction counters all designed for wheelchair users and ease of use for Emirates NBD older clients.
Michael Allen, founder and Group CEO of allen international, said, “This has been a very exciting project for all of us at allen international. It has been a great opportunity to work with Emirates NBD who had the will and the imagination to break the mould of retail banking and to allow us to use our creative and banking experience to truly create the experience of the future.“
Since the successful launch of the futuristic Emirates Towers branch, we are getting very positive initial customer/visitor feedback through the survey conducted by lobby managers (results based on feedback from visit to Partner Exhibits and Advisory Section)
Overall Emirates Towers visit satisfaction (mean) score is 8.8 (9.0 among the ones who visited partner exhibit). For comparison purpose, branch satisfaction score from the monthly CSAT survey (IPSOS) is 8.5.
93% (Top 3 Box score) customers are likely to recommend Emirates NBD to their friends/ family. For comparison, 75% (T3B) customers are likely to recommend Emirates NBD to their friends/ family based on their branch experience (feedback captured from the monthly CSAT survey.)
79% visitors (Non-Emirates NBD) are likely to open an account with Emirates NBD based on their visit experience.