Speaker Interview- Ihab-Ismail
HOME / Speaker Interview- Ihab-Ismail
Speaker Interview Creative Ihab led the digital transformation delivery backbone in ADIB for both retail and wholesale businesses with focus on transforming ADIB’s capabilities across customer facing and fulfillment services. As the first wave of transformation was delivered, ADIB has embarked on a journey to truly become a data-driven organization, Ihab owns this mandate and has recently taken the role of the Chief Analytics Officer at Abu Dhabi Islamic Bank. As part of this new role, Ihab plans to embed the use of data and analytics in the delivery of the business strategy.
Ihab Ismail will be speaking live at Finnovex Middle East Summit. Please have a look at his view on our upcoming Leading Summit on Financial Services Innovation and Excellence held from 7th – 8th September 2021
Q- As it relates to building a successful Customer Intelligence roadmap, what are the vital channels to be leveraged in collating and analysing data?
Organizations need to consider both structured and unstructured data sources resulting from either internal channel (resulting from the different customer interactions) or external ones and potentially stitched/linked to a customer profile or persona. Top interaction channels are website, mobile, self-service, call center, branches, chat and social media.
Q-We are aware that by nature of operation, huge amount of customer data flows into your company via numerous channels, which include - customer activity on company websites, apps, communications initiated by customers etc. What steps can be considered in the moulding the building blocks for a successful customer intelligence implementation?
As a start, creating a well-rounded customer 360 view is essential. As part of such view, one needs to consider different preferences, tendencies, clusters, demographics & behaviors. The organization should then start thinking about how it can apply advanced analytics to predict customer needs and expectations; this creates a wealth of valuable information that can become actionable. However, deciding the best course of action is equally a key differentiator to analytically driven organizations in today’s world.
Q- An Analytics Infrastructure is very essential for every organisation, what top 3 characteristics must reflect this?
Answer: Organizations should have the correct investment appetite into building a top analytical infrastructure. Furthermore, the use of Cloud computing and building of the correct skill base are essential factors to have as part of establishing a strong and capable analytics infrastructure
Q-Regardless of the Security challenges tackled in an open banking process, do you think the applications of AI, Machine Learning and other Immersive Technologies have aided in combating this effectively?
The application of Artificial Intelligence (AI) / Machine Learning (ML) has the potential to help combat such threats if used at different junctions of the customer journeys and across key such journeys. AI/ML capabilities can act as strong preventive agents over time and help steer human focus on smaller number of potential cases.