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No customer left behind: SIB’s Nabil Abou Alwan on inclusive, omnichannel banking

The head of Retail Banking at Sharjah Islamic Bank (SIB), on why accessible banking means far more than a good app, spanning branches, a 24/7 contact centre and the UAE’s first screen-reader-enabled banking app

Neesha Salian
Neesha Salian

07 August, 2026

No customer left behind: SIB’s Nabil Abou Alwan on inclusive, omnichannel banking
Image: Supplied

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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.

September 1 change: UAE announces new excise price rule for electronic smoking products

The move is part of the UAE’s efforts to enhance the implementation of excise tax regulations and support compliance with the country’s tax legislation

Nida Sohail
Nida Sohail

06 August, 2026

September 1 change: UAE announces new excise price rule for electronic smoking products

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The Ministry of Finance has announced a new decision introducing a minimum Excise Price for liquids used in Electronic Smoking Devices and Tools, effective September 1, 2026.

The move is part of the UAE’s efforts to enhance the implementation of excise tax regulations and support compliance with the country’s tax legislation, a WAM report said.

Under the decision, the current minimum Excise Price will continue to apply to Cigarettes, Water Pipe Tobacco, ready-to-use tobacco products, and other similar products.

The Ministry has introduced a minimum Excise Price of Dhs1 per millilitre for liquids used in Electronic Smoking Devices and Tools.

Decision supports evolving excise market framework

The ministry said the measure aims to keep pace with developments in the excise goods market while ensuring consistent application of unified standards across different categories of tobacco and electronic smoking products.

The decision is also designed to strengthen tax compliance and reduce practices that could impact the effective implementation of the excise tax system.

The UAE applies an excise tax rate of 100 per cent on all tobacco products covered under the excise tax regime.

Al-Futtaim’s new Flex Drive: Toyota and Lexus buyers to pay less upfront to own cars

The solution is aimed at young professionals, growing families and buyers looking for financing options that better align with their financial priorities

Nida Sohail
Nida Sohail

06 August, 2026

Al-Futtaim’s new Flex Drive: Toyota and Lexus buyers to pay less upfront to own cars

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Al-Futtaim, the official distributor of Toyota and Lexus in the UAE, has launched Flex Drive, a new vehicle financing solution designed to give customers greater financial flexibility through a structured repayment model that reduces monthly instalments during the first two years of ownership.

Developed in partnership with Al-Futtaim Finance, the new offering introduces an alternative financing structure with a fixed interest rate, targeting customers seeking greater affordability at the beginning of their ownership journey. The solution is aimed at young professionals, growing families and buyers looking for financing options that better align with their financial priorities.

Image credit: Supplied

Unlike conventional vehicle finance products that maintain equal monthly repayments throughout the loan tenure, Flex Drive allows customers to benefit from lower monthly instalments for the first two years, followed by higher repayments over the remaining three years. The vehicle is registered in the customer’s name from day one and financed through Al-Futtaim Finance, subject to credit and affordability assessments as well as applicable terms and conditions.

Responding to evolving customer needs

The launch comes as automotive retailers continue to introduce more tailored financing options to meet changing customer expectations around affordability and long-term financial planning.

Read more-Al-Futtaim Automotive’s Antoine Barthes on ‘choice-rich’ mobility in the GCC

Jacques Brent, MD of Al-Futtaim Toyota and Lexus, said the company designed Flex Drive to give buyers more choice in how they finance one of their biggest purchases.

Image credit: Supplied

“Buying a new vehicle is one of the most significant financial decisions many people make, and today’s customers are looking for solutions that are as flexible as their lifestyles. Flex Drive has been developed to give customers greater choice and control over how they finance their vehicle, making ownership more accessible while providing the confidence of a clear and predictable repayment structure.

“At Al-Futtaim, we are continually looking for ways to enhance the Toyota and Lexus customer experience beyond the vehicle itself. Flex Drive is another example of how we are responding to evolving customer needs with innovative solutions that make owning a Toyota or Lexus even more accessible.”

Supporting accessible vehicle ownership

Al-Futtaim Finance said the financing solution reflects growing demand for repayment structures that better match customers’ financial circumstances, particularly during the early stages of vehicle ownership.

Image credit: Supplied

Omar Haddad, CEO of Al Futtaim Finance, said: “Customers today are looking for financing solutions that are more closely aligned with the way they live and manage their finances. Flex Drive reflects that shift by offering greater flexibility at the beginning of the ownership journey.”

The launch further expands Al-Futtaim’s portfolio of customer-focused mobility solutions, with the company continuing to develop financing products that simplify the vehicle purchasing process while making ownership more accessible across a broader customer base.

The financing solution is offered by Al-Futtaim Finance LLC and remains subject to eligibility criteria, including credit and affordability assessments, as well as applicable terms and conditions. Under the Flex Drive structure, monthly instalments increase after the initial two-year period in line with the agreed repayment schedule. Customers are advised to review the Key Fact Statement (KFS), financing agreement, repayment obligations and the total financing costs before entering into any financing arrangement.

Dubai ultra-prime home sales rise 23% as commercial investment surges

Off-plan commercial sales value surged to Dhs17bn, almost six times the Dhs3bn recorded in H1 2025, as investors targeted the next generation of office and retail developments

Gulf Business
Gulf Business

06 August, 2026

Dubai ultra-prime home sales rise 23% as commercial investment surges
Image: Getty Images/ For illustrative purposes

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Dubai recorded 320 residential property sales valued above $10m each during the first half of 2026, up 23 per cent from a year earlier, according to a report by Engel & Völkers Middle East.

The transactions had a combined value of $6bn and accounted for 9.7 per cent of Dubai’s total residential sales value during the six months, the property consultancy said.

Across the broader residential market, Dubai recorded 80,509 sales worth a combined Dhs226.5bn during the first half.

Transaction volumes started the year ahead of the same period in 2025 before regional uncertainty from late February contributed to more cautious buyer behaviour and lower activity during the following months. Volumes began recovering in June as conditions improved, Engel & Völkers said.

Property values remained resilient across much of Dubai, particularly within established villa communities and the prime residential segment. Buyers placed greater emphasis on property quality, location, developer reputation and long-term value during the period, it added.

“The first half of 2026 demonstrated the resilience and increasing maturity of Dubai’s real estate market. We saw buyers become more considered during the period of regional uncertainty, but importantly, demand remained present, and activity began to strengthen again as conditions improved. What continues to give us confidence is the depth of the market, from growing international demand for exceptional ultra-prime homes to sustained activity across the wider residential sector,” said Daniel Hadi, CEO of Engel & Völkers Middle East.

Ultra-prime demand expands across Dubai
High-value transactions were recorded in Jumeirah, Jumeirah Asora Bay and along the Dubai Water Canal, reflecting demand for residences offering waterfront locations, privacy, architectural quality and access to amenities.

Engel & Völkers said the geographical spread of the transactions reflected an expansion of Dubai’s luxury residential market. Established prime destinations continued to attract buyers, while newer developments provided additional options for high-net-worth purchasers seeking lifestyle-focused communities.

Commercial sales reach Dhs62.2bn

Dubai’s commercial property market recorded 6,470 sales worth a combined Dhs62.2bn during the first half. Transaction volume increased 7 per cent from a year earlier, while sales value rose 6 per cent.

Engel & Völkers said both figures were the highest recorded in the first half.

Office and retail properties were among the strongest segments. Office sales increased 35.3 per cent from a year earlier to 2,570 transactions, while retail property sales rose 50.2 per cent to 853.

The value of office sales reached Dhs15.8bn, almost three times the Dhs5.4bn recorded during the first half of 2025.
Off-plan commercial investment accelerates

Off-plan commercial transactions increased to 3,123 during the first half from 1,239 a year earlier. Their combined value rose to Dhs17bn from Dhs3bn, an increase of almost six times.

Engel & Völkers attributed the growth to investor demand for Grade A offices, premium retail space and commercial developments within Dubai’s expanding business districts and mixed-use communities.

Dubai recorded 163,356 commercial rental transactions during the first half, broadly in line with the levels reported during the same period of 2025.
Residential rental demand continued to be supported by Dubai’s growing population and established resident base, while greater availability in parts of the market provided tenants with more choice, the consultancy said.

Market outlook
Engel & Völkers expects the traditional summer period to bring more measured activity before the market enters the final months of the year.
The consultancy said regional developments could continue to influence sentiment in the short term. However, improving activity towards the end of the first half, alongside continued international investment and business expansion, provided support for the remainder of 2026.

Population growth, global capital inflows, economic diversification and infrastructure investment were also expected to support Dubai’s residential and commercial property markets over the longer term.

Kuwait orders closure of Iranian private school

The ministry added that the school must immediately stop accepting new students for the 2026–2027 academic year

Rajiv Pillai
Rajiv Pillai

06 August, 2026

Kuwait orders closure of Iranian private school
Image: Getty Images

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Kuwait has ordered the closure of the Iranian Private School in the country, revoking its licence on public interest grounds, according to the state-run Kuwait News Agency (KUNA).

Education Minister Sayed Jalal Al-Tabtabaei issued a decision on Thursday cancelling the school’s licence and directing authorities to begin closure procedures, KUNA reported.

According to the report, the Ministry of Education said the decision revokes the school’s registration and instructed the General Department of Private Education to implement the necessary closure measures.

The ministry added that the school must immediately stop accepting new students for the 2026–2027 academic year.

To minimise disruption, the ministry said parents of currently enrolled students will be notified and assisted in transferring their children to other private schools. It added that the move is intended to ensure students can complete the transfer process without affecting their education.

No further details were provided on the reasons behind the closure, with the ministry stating only that the decision was taken in accordance with the public interest.

The closure comes amid heightened regional sensitivities and marks a significant development for Kuwait’s private education sector. The authorities have not announced any timeline for completing the closure process beyond the immediate suspension of new admissions.

Qatar Airways to resume Bahrain, Kuwait and Erbil flights from August 8

The services had been suspended until and including August 7 as airlines across the Gulf adjusted operations in response to heightened regional tensions and airspace restrictions triggered by Iranian attacks

Gulf Business
Gulf Business

06 August, 2026

Qatar Airways to resume Bahrain, Kuwait and Erbil flights from August 8

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Qatar Airways will resume passenger flights to Bahrain, Kuwait and Erbil from August 8, marking the restoration of services that had been temporarily suspended amid regional security concerns following Iranian attacks and the resulting disruption to Gulf airspace.

The airline announced the resumption in a post on X, stating:

“Starting 8 August 2026, Qatar Airways will resume flights to Bahrain (BAH), Erbil (EBL), and Kuwait (KWI).”

Passengers have been advised to check the airline’s website for the latest flight updates.

The services had been suspended until and including August 7 as airlines across the Gulf adjusted operations in response to heightened regional tensions and airspace restrictions triggered by Iranian attacks earlier this year.

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