This white paper examines how banks in the MENA region can build trust in an increasingly digital environment. It explains how COVID-19 accelerated digital banking adoption while exposing gaps in personalization, omnichannel integration, and security. The paper emphasizes that trust, safety, and consistency are foundational to successful digital banking. It highlights the importance of delivering personalized, contextual, and conversational experiences across customers’ preferred channels. Case insights show how chat apps, cloud contact centers, and AI chatbots reduce costs while improving satisfaction and loyalty. The report concludes that banks must combine digital efficiency with a human touch to strengthen relationships, meet regulatory demands, and sustain long-term growth.

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