In light of the profound transformations witnessed by the Egyptian banking sector in recent years, the name of Emirates NBD Bank – Egypt stands out as one of the entities that was expected to play a greater role in the competition and provide more advanced banking services, but the reality of the daily experience among a wide segment of customers indicates a completely different picture.
The question that is being asked in the market today is: Why has the bank not witnessed any significant development despite its huge potential and its affiliation to a major regional banking group?
Decline in expansion and weak management vision
Bankers believe that the bank has not achieved real expansion within the Egyptian market over the past years, compared to competing banks that were able to double their branches, launch full packages of digital services, and enter strongly into major financing and promising sectors.
According to analysts, the reason is due to the absence of a clear administrative vision and the lack of real expansion plans, whether at the level of the branch network or banking products, which made the bank move at a slow pace that is not commensurate with the size of the competition.
Customer service…a daily gap in the customer experience
One of the most prominent recurring criticisms concerns the level of customer service within branches and call centers. According to numerous complaints, a clear gap appears in the level of knowledge and ability to deal with basic banking inquiries, in addition to the slow response in resolving problems, and the absence of specialized training that other banks in the market are accustomed to.
Clients report that front-line staff lack adequate banking experience in areas such as financing systems, international transactions, data updating procedures, or financial guidance that have become a staple of the modern banking experience.
Ongoing crisis: database not updated
One of the bank’s most prominent and recurring problems is the failure to update customer data periodically and effectively, which results in multiple problems such as:
Some services are stopped without justification.
Disruption of electronic transfers or services due to data incompatibility.
Re-request previously submitted documents.
This problem reflects – according to experts – the weakness of the information management system within the bank, and the lack of an integrated digital framework that ensures that data is updated automatically and in a manner consistent with modern banking standards.
Fierce competition…the picture may get darker
The banking sector in Egypt is witnessing a boom in digital transformation, developing branches, and expanding services, but if Emirates NBD continues to operate at the same pace, it may suffer a greater competitive decline, especially with the entry of new players who enjoy greater flexibility and speed.
