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Emirates NBD, one of the leading banks in the region has embarked on a pioneering initiative that will engage and empower customers to co-drive innovation at the bank.
The bank's new 'Better Together' platform will bring together a panel of customers from all walks of life to actively engage in co-creation and beta testing of new innovations as well as carry out mystery shopping of the bank's offerings, helping improve user experience and customer satisfaction.
As part of the programme, selected customers will work alongside Emirates NBD to co-create and design new products and services before they are rolled out to the public, with opportunities to share ideas and feedback along the way. The panel will also assist with carrying out mystery shopping across the bank's branches and digital channels and provide in-depth feedback on their experience including suggestions to enhance the same.
Commenting on the initiative, Suvo Sarkar, Senior Executive Vice President and Head – Retail Banking and Wealth Management at Emirates NBD said: "Our Better Together platform is the region's first such initiative in the banking industry and builds on our core values of customer-centricity and innovation to make banking simpler, easier and more intuitive.
By ensuring customer needs, ideas and feedback remain at the centre of our innovation process, we aim to not only enhance our banking solutions but also further improve customer journeys and user experiences."
Better Together is part of Emirates NBD's ongoing customer service enhancement programme, driven by the bank's mission of making customers' lives simpler by providing solutions that help them fulfil their financial aspirations. Emirates NBD continues to make significant investments towards customer service excellence, focusing on both building a strong service culture among its employees as well as adopting technology-driven solutions to enhance and simplify customer engagement. Earlier this year, the bank was recognized for its service excellence and customer focus with awards for Business Change and Transformation, Best CX Strategy, Customer Complaints and Customer Experience Team at the Gulf Customer Experience Awards.
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