As the industry races towards digital-first, Sharjah Islamic Bank (SIB) has kept its branches and 24/7 contact centre alongside innovations like SIB Pay and a screen-reader-enabled app, a UAE first. Nabil Abou Alwan, the bank’s head of retail banking, explains how SIB is building an omnichannel experience designed for ease and inclusion.
What does accessibility mean to SIB beyond having a good app?
At Sharjah Islamic Bank, accessibility goes far beyond digital convenience. It means ensuring that every customer, regardless of age, ability, language, or level of digital confidence, can access our services seamlessly through the channel that best suits their needs, whether that’s our mobile app, branches, contact centre, self-service channels, or dedicated relationship managers.
We view technology as an enabler that removes barriers rather than creates them. That’s why SIB became the first bank in the UAE to integrate a screen reader into its mobile banking application, making digital banking more accessible for customers with visual disabilities and reinforcing our commitment to inclusive banking.
Accessibility also means designing simple products, intuitive customer journeys, and frictionless onboarding, while ensuring expert support is always available. Our vision is to deliver an outstanding banking experience where every customer can bank with confidence, convenience, and peace of mind.
Who is most at risk of being left behind by digital-first banking and what does SIB do differently?
Different customer segments have different needs. Some customers embrace digital banking immediately, while others, including senior customers, newcomers, or People of Determination, may require additional guidance or tailored support.
Our strategy is built on inclusion rather than forcing customers towards a single way of banking. We provide intuitive digital experiences, assisted onboarding, multilingual support, self-service options, a 24/7 contact centre, and a strong branch network, allowing customers to choose how they interact with us.
Innovation should expand access, not limit it. By combining leading digital capabilities with personalised human support, we ensure every customer can benefit from modern banking at their own pace.
You’ve launched SIB Pay and digital onboarding, yet kept your branch network and 24/7 call centre. How do you balance investment between digital and human channels?
At SIB, we don’t see digital and human channels as competing priorities; they complement one another. We continue to invest heavily in digital innovation through initiatives such as SIB Pay, seamless digital onboarding, and intelligent self-service capabilities because customers increasingly expect speed, convenience, and anytime access.
At the same time, we continue investing in our branch network, relationship managers, and 24/7 customer support because many banking decisions still benefit from personal interaction, expert advice, and trusted relationships.
The future of banking is omnichannel. Customers should enjoy the same exceptional experience whether they bank through their smartphone, speak with us over the phone, or visit one of our branches. Our objective is to provide innovation without losing the personal touch that has always distinguished SIB.
Islamic banking places a strong emphasis on transparency and clarity. How does SIB ensure customers fully understand its products before making decisions?
Transparency is one of the foundations of Islamic banking and remains central to everything we do at SIB. We design our products and customer journeys so that terms, obligations, pricing, and financial commitments are communicated clearly and simply before any decision is made. Our digital platforms intuitively present information, while our experienced teams remain available to answer questions and provide personalised guidance whenever customers need it.
Beyond product transparency, we see financial education as an important responsibility. Helping customers make informed financial decisions builds long-term trust and strengthens our relationship with them.
How do you measure genuine accessibility beyond app downloads and adoption rates?
Technology only creates value when customers can use it effortlessly. Rather than focusing solely on downloads, we measure how easily customers complete their banking journeys, the quality of their overall experience, and how effectively we remove friction across every touchpoint.
We continuously monitor customer satisfaction, Net Promoter Score (NPS), successful digital onboarding, journey completion, straight-through processing, service availability, complaint trends, and direct customer feedback.
These insights allow us to continuously refine our products and services. Our commitment is simple: every year, customers should experience banking that is faster, simpler, more personalised, and even more accessible than before.
UAE banking serves customers from dozens of nationalities and languages. How does SIB handle language and cultural accessibility?
The UAE’s diversity is one of its greatest strengths, and our banking experience is designed to reflect that. Accessibility also involves communication, understanding, and building trust across different cultures and customer expectations.
We strive to ensure every customer feels welcomed, understood, and valued through clear communication, multilingual support, accessible service channels, and knowledgeable teams that appreciate the needs of a diverse community.
Whether customers choose digital banking or prefer visiting one of our branches, they can expect the same high standards of professionalism, service excellence, and personalised care.
Banking complaints often centre on fine print and unexpected fees. What has SIB changed to make things clearer?
Trust begins with clarity. We continuously review our customer communications, product documentation, and disclosures to make them simpler, more transparent, and easier to understand. Our objective is to ensure customers clearly understand what they are signing up for before making any financial commitment.
We’ve also strengthened our digital notifications and confirmations so customers receive timely, transparent information throughout their banking journey.
Innovation is about introducing new technology and creating better customer experiences. By listening closely to customer feedback, we continuously refine our products, communications, and processes to minimise complexity, eliminate surprises, and deliver the transparency customers rightly expect.
Across all our initiatives, our ambition is clear: to be one of the UAE’s most innovative Islamic banks by combining cutting-edge digital capabilities with exceptional human service.
We invest continuously in technologies that anticipate and exceed customer expectations while preserving the trusted relationships that remain at the heart of banking. Whether customers engage with us through our award-winning digital channels, our contact centre, or our branch network, they receive the same high standard of expertise, transparency, and personalised service.
For us, the future of banking is not digital or human, but the seamless integration of both. By combining innovation, inclusion, and service excellence, SIB is creating a banking experience that is simpler, smarter, and more accessible for every customer.
