How Abu Dhabi Islamic Bank (ADIB) used consumer intelligence to become UAE’s top banking mobile app

on 31/03/2022

Abu Dhabi Islamic Bank (ADIB) is a popular Emirati bank, enabling clients to manage and grow their assets within the ethical Islamic banking framework. The tech-powered bank offers a wide range of services with comprehensive financial products aiming to empower its clients.

Abu Dhabi Islamic Bank wanted to maintain a positive sentiment around its brand, and to ensure it's addressing customer needs through social media in all languages. The ADIB team utilized Talkwalker’s Consumer Intelligence Acceleration Platform™ to get closer to their consumers and swiftly meet their needs.

The main challenge that was facing ADIB’s team was to improve the overall customer experience while using the mobile app, which led to improving its rating on mobile app stores. Below is how the team approached the issue:

Real-time reports and alerts to address issues as they happen
Leveraging AI-powered sentiment analysis to keep track of performance
Logo recognition in images to identify hidden brand mentions
Educational content to match customers’ needs

Ultimately, ADIB’s team improved the customer experience, which led to brand loyalty increasing by 12%, positive sentiment by 40%, and the ranking of the mobile app to the number one position in its category in the UAE.

Download the case study for more details.