In a rapidly evolving digital landscape, UAE bank customers are demanding technology that combines speed, convenience, and personalization while retaining a human touch. This sentiment was highlighted by Gilbert Jadallah, Regional Sales Manager at Tungsten Automation, during a fireside chat at the 4th Banking Innovation and Technology Summit 2025, hosted by Khaleej Times on November 18. Jadallah emphasized that banks must overhaul not only their customer-facing applications but also their internal workflows to meet these expectations. By automating processes such as onboarding, KYC, lending, and trade, banks can reduce paperwork and allocate more time to client support. Jadallah noted, ‘Customers in the UAE want fast, simple, and personalized services. They also want digital journeys to feel human. To achieve that, banks have to free their staff from friction in the back office.’ The summit, now in its fifth edition, brought together senior leaders from banks, fintech firms, and regulatory bodies to explore how technology is reshaping financial services in the UAE. Moderated by Priyadarshinee Awatramani, Executive Director and Head of Client Experience at Standard Chartered Bank, the session delved into balancing empathy and efficiency in an increasingly digital banking sector. Awatramani stressed the importance of maintaining trust and the human element in a data-driven industry. Jadallah highlighted the potential of real-time data integration, explaining that many banks operate with disconnected data silos, which hinder their ability to anticipate customer needs. By leveraging automation platforms, banks can gain real-time insights, detect potential fraud, and respond proactively. ‘Real-time insights allow banks to move from reactive to proactive. That is where timely empathy comes in, being there for customers before they ask,’ he said. Awatramani added that scaling empathy across digital touchpoints requires responsible data usage and designing supportive customer journeys. The summit continues to serve as a vital platform for CEOs, CIOs, regulators, and fintech founders to collaborate and drive the UAE’s growth as a global hub for finance and technology.
UAE bank customers want tech that ‘feels human’; how firms are redesigning services
