CLIENT
EMIRATES NBD
YEAR

2016

SERVICE
  • Strategic Technology
  • Experience Design
TAG
  • Customer Experience Design
  • Physical Digital Integration
  • Robotics
  • Service Architecture
  • Smart Banking

The Future Banking Lab

Brief and goals

How will the way we interact with banking services change in the next few years? Emirates NBD, the largest bank of the Gulf Cooperation Council, created the Future Banking Lab, a special branch within the Emirates Towers, to host “the bank of the future”. To accompany customers and prospects to discover the most innovative banking technologies and services is Pepper, the first humanoid social robot, produced by Softbank Robotics and distributed in Italy and in the Middle East by Softec, with a broad portfolio of integrated solutions and applications.

Hi, I’m Pepper

Thanks to a cloud-based artificial system, Pepper is able to understand and react to human emotions, analyzing gestures, expressions and tone of voice of the people around him.

A unique

banking

experience

Pepper establishes a personal dialogue with visitors, escorting them throughout the Customer Journey.

WELCOMES CUSTOMERS IN THE BRANCHES

Engaging them and personally inviting them to interact.

HELPS MANAGING QUEUES

Thanks to Queue Management System integration, by sending a token to the user’s mobile phone.

PRESENTS SERVICES AND TOUCHPOINTS

Developed in ENBD to simplify the customer’s experience.

MEASURES CUSTOMER SATISFACTION

With a short questionnaire whose results are integrated into the Dubai Happiness Meter, a digital tool of Dubai Government to measure happiness in the Emirates.

1

Pepper is the first humanoid social robot

93

Of customers is inclined to talk about Emirates NBD, after the visit.

79

Visitors who are not ENBD customers yet are inclined to open an account, after the visit.

Bis!

After the success of the Future Banking Lab, Emirates NBD has decided to use Pepper for a similar project at the Dubai Mall, the biggest shopping mall in the world which hosts 1.200 shops and has over 740.000 visitors a week.

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