Commercial Bank of Dubai hires Accenture for tech-CX transformation

The Commercial Bank of Dubai has selected Accenture as its consulting partner for a strategic technology transformation program.

Offering a full range of retail and commercial banking products and services, the Commercial Bank of Dubai (founded: 1969) is with more than $30 billion worth of total assets one of the UAE’s leading banks.

As part of its ambition to leverage innovative technologies as a means to enhance its customer experience (CX), the bank has launched a multi-year transformation program that will “augment user experiences with digital platforms” said chief operating officer, Ali Imran.

“At the Commercial Bank of Dubai, we are focused on leveraging our DNA of innovation to augment user experiences. This agreement with Accenture will further accelerate our digital aspirations to operate more effectively and deliver tailored services to our customers using the next generation of emerging technologies.”

Not surprising, Accenture will bring in expertise around technologies such as cloud, artificial intelligence and generative AI to help the bank lift its customer experience and customer service profile.

“The banking industry is changing profoundly and banks, more than anything, need to innovate at speed and scale. Technologies like AI and cloud can help enormously to improve the agility, resilience and operational efficiency that give them a true competitive advantage,” said David Parker, global chair of Accenture’s Financial Services practices.

Led out of Accenture’s office in the UAE, the collaboration will where needed see teams and expertise brought in from across the firm’s global network. Parker: “Our collaboration with the Commercial Bank of Dubai will draw on the full breadth of Accenture’s capabilities and expertise throughout our global network.”

Alongside consulting and technology implementation work, Accenture will set up a development center of excellence (COE) to optimize the Commercial Bank of Dubai’s IT platforms and incorporate best-in-class technologies to enhance the customer experience. The COE will also ensure that the cycles used for software development and hyper automation are lifted to “world-class levels”.

Earlier this year, the Commercial Bank of Dubai selected PwC as its partner for the adoption of AI technologies across the organisation.