Self Service Branch Qorus Reinvention Awards - MEA 2023 - Winner

Change is usually difficult for people to accept, NBK was able to transition customers into an era with innovative solutions easing every process for customers. Self service branches were designed to be low maintenance, however, improve customer experience. Although the Self-Service Branches require less staff, these branches provide customer support 24/7 providing options to book appointments through the Interactive Teller machines where customers would still interact with employees for banking assistance via videoconferencing in ATMs. It is a bridge between digital and physical operations increasing accessibility and availability through innovative solutions. Self-service branches explore different opportunities targeting new markets in areas where the establishment of full-service branches is not always feasible due to costs associated with it, therefore adopting a self-service branch-banking model to remain cost effective and serve customers in a more functional manner. NBK teams were inspired by their need to continuously improve customer experience and leverage on the fact that NBK has the highest number of branch network in Kuwait comprised of 68 branches and are leaders in the distribution of branches and branch footfall. NBK continues to develop new branch layouts and redesigns evolving with time into “Branch of the Future” and to provide more opportunity for growth, customization and adaptation to customer needs. Multiple stakeholders were involved in various stages of developing the self-service branches. The team collaborated during the idea generation and feasibility phases. The main players who brought the idea to life through their dedication were Mohammed AlOthman, Ghadeer AlAwadhi and Abdulaziz AlHussaini.