Rewiring Staff Mindset for Customer Experience

Banking in the UAE is entering a phase where digital expectations, AI, and trust are forcing banks to rethink everything from processes to culture.

Arjun sits down with Dr. Bernd van Linder, CEO of Commercial Bank of Dubai, to unpack how customer experience, technology and trust are reshaping the future of banking.

🎙️ In this episode:

Why customer experience has become the only real competitive advantage in banking

How digitization moved from a COVID era surprise to a baseline expectation

Why the UAE banking sector keeps evolving faster than global peers

How banks can rewire legacy systems without breaking what works

Why fintechs are now partners, not threats, and how the best banks use them

The real impact of AI on productivity, governance and the workforce

How trust, safety and regulation shape decision making in a digital-first world

What the next five years of banking will look like in the region

👉 Watch now to understand how customer experience, fintech partnerships, AI and trust will define the next era of banking.

#CouchonomicsWithArjun #Banking #DigitalTransformation #AI #Fintech #UAE #CustomerExperience #FutureOfBanking #Leadership #Innovation

PARTNERS

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Chapters

00:00 The new realities of customer expectations

02:00 Why UAE banks are evolving faster than global peers

04:00 Customer experience as the only real competitive advantage

07:00 Rewiring people and processes for a digital-first world

10:00 How fintech partnerships are reshaping bank capabilities

14:00 The future role of branches in a digital-first banking model

18:00 Moving from legacy tech to open, integrated systems

22:00 The real impact of AI on productivity, risk and governance

30:00 Trust, safety and how customers choose banks today

36:00 What the next 3 to 5 years of banking will look like

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