UAE banking focus shifting to digital, direct services
DUBAI: Emirates NBD expects strong growth in online banking, steady use of automated teller machines and interactive teller machines, and a reduction in the number of voice calls in line with global trends, according to a senior official.
Pedro Cardoso, head of multichannel and CRM at Emirates NBD, said approximately 80 per cent of the bank's transactions are already performed through digital and direct channels such as online, mobile, ATMs and call centre.
The bank is expected to reach 90 per cent of total transactions outside its branches through various convenient channels in the next three years due to the growing popularity of the mobile and online banking channels.
"Our mobile banking platform has experienced dramatic growth since the last few years.
In 2014 alone, the number of customers using mobile banking went up by 30 per cent, and we recently reached half- a- million downloads of our app," Cardoso told media in an interview.