COMMERCIAL BANK OF DUBAI
188 task . “ Every organisation these days gives that as their vision statement , but it ’ s difficult to drive that message through .” To accomplish this goal , the bank maintains performance management KPIs for every employee backed by operating procedures to ensure each customer interaction is quality controlled to a high standard . “ After any changes , we ask our customers for real-time feedback ,” he continues . “ If they don ’ t like it , we keep improving it . CBD is constantly investing in the journey and driving customer satisfaction .”
Pivotal to the development of CBD ’ s digital transformation has been the establishment of strong partner ecosystems with trustworthy and influential companies . “ The direction banking is heading towards means
“ CBD is creating leadership in digital customer-centricity and digital customer services . For me , that is the mantra we are pursuing ”
— Stefan Kimmel , Chief Operating Officer , Commercial Bank of Dubai
that it will increasingly do less and less in-house , as that ’ s no longer sustainable or competitive ,” explains Kimmel . As such , he provided examples of two collaborators : Ingenuous and Fiserv . A decision-support company based in Melbourne , Australia , Ingenuous distinguishes itself through extensive global experience in its field and specially-tailored strategies for its clients . “ Ingenuous is working with us in the compliance space . As you know , compliance is an ever-growing field of increasing complexity and demand . The company has been working with us on KYC ( know your customer ) and AML ( anti-money laundering ) to
OCTOBER 2020