^{Sustainability} Customers and Communities

A typical complaint journey usually starts from the customer reporting a problem. This is registered as a complaint. We encourage first-point-of-contact resolution by empowering our customer service teams with tools and knowledge to serve customers promptly.

Once a complaint is resolved, we verify the effectiveness of the resolution and proactively identify any other customers affected by the issue. In addition, a customer care representative calls the customer to ensure they are satisfied, and that their concerns have been addressed.

Customer feedback is reviewed and assessed through various platforms including voice of customer (VOC), service quality forums and customer experience sessions, as well as half-yearly updates to the Board.

Another significant element of the Group’s approach to ethical banking is represented by the range of Shari’ah compliant banking and financing solutions we offer through our Islamic banking proposition.

Shari’ah emphasises ethical and socially responsible behaviour in economic activities. Islamic finance aligns with environmental principles by prohibiting activities that harm the environment or in sectors that are socially harmful, such as alcohol, tobacco, and weapons. It also promotes social responsibility through Zakat.

The interconnection between Shari’ah, Islamic finance and ESG presents an opportunity to promote sustainability, social justice and environmental protection within the Islamic banking and finance sector. By aligning with these principles, ADCB Islamic Banking is contributing to a sustainable and responsible financial system.

For more information on Islamic sustainable finance, see our ESG report.

‘We experienced a high volume of new account openings in 2023 through our digital onboarding app, ‘Hayyak’.

Hayyak provides a range of banking benefits for the premium banking segment, as well as options for low-income customers. More than 400,000 digital accounts were opened using Hayyak in 2023, representing 79% of new-to-bank retail customers.

Hayyak ties into our strategy to provide inclusive banking and ensure our services are accessible to the widest possible customer base by making it easier for low-income customers to access our banking services. We also partner with third-parties to develop our presence in non-traditional channels to further enhance financial inclusion.

Read more about Hayyak.

In 2023, we provided information and training on a range of key financial education topics through our website, targeted emails, posters and messages on ATMs.

Financial education programmes were tailored to the needs of different types of consumer. They included:

• Fraud prevention
• Teaching children about money
• Balancing family savings priorities
• Saving for retirement
• Improving your credit score
• Jump-starting investments
• Principles of Islamic banking

We also developed a consumer education and awareness digital platform. This is a central hub for all our educational assets and supports an online community of consumers gaining knowledge and expertise on personal financial matters.

Pace Pay enables merchants to use their smartphones and tablets to scan credit and debit cards, replacing more costly point-of-sale (POS) terminals.

The platform continued to go from strength to strength in 2023. The number of Pace Pay transactions increased by 48%, while the number of businesses using the service grew by 35%.

Through advanced data analytics, we can assess credit risk effectively, allowing us to extend our products and services to micro and SME businesses that previously lacked access.

Read more about Pace Pay.

We monitor the accessibility of our branches to ensure our facilities are inclusive. Measures undertaken include the installation of access ramps and adjusting the height of ATMs in 10 branches to make them more accessible for people of determination (POD).

We provide mandatory staff training to equip our people with the understanding and insights to welcome, guide and service POD customers in our branches. We have also introduced voice guidance to support POD customers undertaking ATM transactions. In addition, we introduced a range of assistive equipment across our branch network.

Across the Bank, advanced analytics and AI are enabling better and more responsible credit decisions, while helping to drive compliance and optimise efficiencies.

AI capabilities were integrated in our new cloud-based contact centre, built on the industry-leading Genesys platform. It includes voice recognition and a ‘next best action’ engine to suggest conversation prompts based on the customer’s behaviour. This empowers contact centre staff to develop stronger relationships with customers and respond to queries more effectively.

Continued investment in our mobile banking app has achieved faster time-to-market and greater resilience through modernisation of the technology platform. We deployed generative AI into its software engineering capabilities to automate the writing of software application code and test automation scripts, leading to significant productivity improvements. Meanwhile, the offers and discounts feature, which is integrated into the app, uses machine learning technology to provide personalised offers to customers based on their spending patterns.

Our Private Banking and Wealth Management digital proposition is reimagining how the business serves its clients. The Bank launched a digital wealth self-service portal and integrated mobile app in 2023, bringing private banking services to customers via a more convenient, personalised and responsive channel.

In the Corporate and Investment Banking Group, investment in digital platforms continues to deliver high service levels and enhance customer convenience.

The two digital corporate banking platforms—ProCash and ProTrade— benefitted from improved efficiency and security measures. New alerts were introduced to allow users to effectively monitor transactions in real time on the ProCash platform, while machine learning and AI technology were implemented to apply trade based anti-money laundering rules to trade finance products.

Additional upgrades included a streamlined onboarding process for SMEs and the integration of facial recognition on the ProCash mobile app. These improvements help clients to track their money in real time and provide a seamless proposition that makes banking more efficient.

We also introduced a new supply chain and virtual accounts solution, along with a blockchain-enabled automated trade licence renewal process for Dubai registered companies. This facility will ultimately be extended to other Emirates.

Our IPO portal continues to offer convenient access to new investment opportunities.

ADCB commands a strong market position in the UAE, particularly in terms of digital usage and account openings. We revised our digital strategy in 2023 to reflect our ‘digital first’ approach, further cementing our position as a digital leader.

The revised digital strategy is focused on accelerating the digitisation of key customer journeys, building strong digital technology foundations, refining internal processes and tools, and developing the enablers to ensure a long-lasting transformation.

Our digital vision is anchored on four pillars:

• Digital first with a human touch
• World-class in technology, AI and digital resilience
• Value-led innovation
• Attracting top digital talent

ADCB has been evaluated and certified as part of the National In-Country Value Program (ICV) as a major contributor to the local economy, receiving an ICV score of 67.7% in 2023.

The Bank was assessed based on total amounts spent within UAE on:

• Local products and services
• Investments (tangible fixed assets, investment property and intangible software assets)
• Hiring and development of Emiratis
• Contribution to the local economy through the expatriate workforce

We are proud partners with the following charitable organisations:

• Reaching the Last Mile initiative
• ATAYA Charity Exhibition
• Make-A-Wish Foundation
• Pink Run

We aim to provide financial education and increase financial knowledge to help develop responsible businesses, improve employability and provide the financial skills needed to help communities and young people to thrive.

We do this through a range of financial and social responsibility programmes and partnerships that provide additional educational opportunities for UAE nationals.

For example, we work with the Human Resources Authority and Abu Dhabi Global Market to support ‘The Bankers Programme’, which aims to enhance the skills and knowledge of UAE nationals. For more information, please refer to the Learning and development section.