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How Emirates NBD and Sprinklr scale exceptional customer experience


A front-runner in retail banking innovation, Emirates NBD is committed to continuously improving the customer-centric banking experience. This has yielded benefits with positive impact on their Customer loyalty scores, brand value of US$4.13 billion and remarkable business results, increasing both customer engagement and profitability.

Watch this session, originally presented at Forrester CX EMEA (November 2020), to learn how Emirates NBD has focused on Culture, Crisis Management (featuring a state-of-the-art Command Centre), Connections, Content and Compliance to consistently deliver amazing customer experiences, at scale, even during challenging pandemic times.

Key Takeaways

  • How context ensures that content resonates and builds connections.

  • Compliance: Governing and tracking CX across systems, policy & performance.

  • How the bank adapted and upgraded to effectively manage the current pandemic crisis.


Vikram Krishna
Executive Vice President: Head of Group Marketing & Customer
Emirates NBD
Haitham Elkhatib
Divisional Vice President
MEA at Sprinklr

Access the webinar on demand

Originally broadcast on Monday, January 25, 2021


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