Couchonomics with Arjun How CBD Is Reshaping Banking in the UAE
Dec 9, 2025
Dr. Bernd van Linder, CEO of Commercial Bank of Dubai, shares insights on the digital transformation in UAE banking. He discusses how customer experience is now the key competitive advantage and why banks must adopt mobile-first strategies. Bernd emphasizes that fintechs are partners in this evolution, driving efficiency and collaboration. He also highlights AI's potential to enhance productivity while addressing the importance of governance and trust in a digital-first world. The future promises robust growth powered by innovative customer experiences.
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Digital Is The New Definition Of A Bank
- Digital capabilities are now table stakes for banks and define whether an institution is perceived as a bank.
- Customer experience has become the only sustainable competitive advantage in UAE banking.
Retrain Staff Around Digital And Process Design
- Train every colleague in digital and AI literacy so staff can redesign processes around customer needs.
- Focus on process redesign, not just digitizing paper, to remove friction and errors for customers.
Branches Persist For Complex Needs
- Branches remain valuable for complex advisory and relationship-led services despite digital-first strategies.
- Banks should keep a small network for special, infrequent in-person needs rather than daily transactions.