Extended Self Service: Enhanced ATM capabilities with Smart Keyboard and ID readers Qorus Banking Innovation Awards 2017

In Emirates NBD, we are committed to provide the most convenient financial services to our customers with our innovative solutions. It does not matter for us whether the innovation is an incremental process improvement, a radical change in the business model or a disruptive innovation that challenges the market. We have launched all types of these innovations in the past 5 years, however we never underestimate the importance of small touches that will bring a seamless customer experience. In this regard, we found an opportunity to develop our ATMs with smart keyboards and ID readers since we realized that our customers need to update their information in a more easy and convenient way. Also, we aimed to minimize the time spent in our branches for customer information updates since service requests are yielding operational inefficiencies and increasing the waiting times. By introducing these innovations on our phygital distribution channel, we increased the customer satisfaction on ATMs and branches as well as we are reducing the costs and increasing efficiency.