ARTHUR D. LITTLE SURVEY WITH 42 GCC BANKS HIGHLIGHTS OMNICHANNEL BANKING TRENDS AND OPPORTUNITIES - Middle East Business News and Information
38% of KSA respondents emphasize the importance of 24/7 omnichannel service.
73% of blue-collar workers in Saudi Arabia and 60% in the UAE still rely on branches for cash and remittance services.
43% of UAE consumers use self-service kiosks for routine tasks, while 35% of KSA consumers express interest in adopting them.
Around 70% of high-income UAE customers and 65% of high-income KSA customers favor digital banking but prefer in-person advisory for complex transactions.
Mobile wallet adoption is steadily growing in the UAE, while Vision 2030 initiatives aim to accelerate adoption in KSA.
GCC, 28 May 2025 – According to a new survey by Arthur D. Little (ADL) covering 24 banks in the United Arab Emirates (UAE) and 18 banks in the Kingdom of Saudi Arabia (KSA), customers across the Gulf Cooperation Council (GCC) are demanding seamless omnichannel banking experiences that integrate the best of digital convenience and trusted human interaction.
The survey findings reveal distinct yet converging patterns in UAE and KSA. In the UAE, 72% of respondents primarily use mobile banking apps, driven by expectations for intuitive, anytime-anywhere access. In contrast, only 46% of KSA respondents cite mobile apps as their primary channel, reflecting ongoing digital transition efforts under Vision 2030. Across both markets, generational shifts are evident: 62% of younger UAE users and 56% of younger Saudi users regularly rely on mobile banking.
Despite rapid digital adoption, personal interaction remains vital. Around 73% of blue-collar workers in Saudi Arabia and approximately 60% in the UAE continue to depend on physical branches for cash services and remittances. Complex financial needs such as mortgages and investment advisory also underscore the importance of branches, with 33% of KSA and 35% of UAE consumers preferring in-person support.
'Banks across the GCC have an urgent opportunity to blend technological innovation with trusted customer engagement,' said Martin Rauchenwald, Partner and Global Head of Financial Services practice at Arthur D. Little. 'Whether in Dubai or Riyadh, today's consumers expect seamless experiences that combine digital efficiency with human connection. Meeting these expectations will be critical for securing customer loyalty and driving future growth.'
Income levels further influence digital behavior. About 70% of high-income UAE consumers and 65% of high-income KSA consumers favor digital channels for routine transactions, while still preferring personalized advisory for complex services. Mobile wallet adoption is accelerating among younger consumers in the UAE, while Vision 2030 programs aim to drive broader cashless payment usage in Saudi Arabia.
'Successful omnichannel transformation across the GCC must be anchored in customer-centric innovation,' said Rezwan Shafique, Principal, Financial Services at Arthur D. Little Middle East. 'By enhancing mobile apps, expanding self-service kiosks, and maintaining strong advisory services in branches, banks can bridge the digital divide and deliver unified, inclusive banking ecosystems.'
The survey highlights that customers across UAE and Saudi Arabia are requesting consistent, 24/7 omnichannel access, personalized digital banking journeys, easy-to-use self-service options, mobile wallet enhancements, and trusted advisory touchpoints for significant financial decisions.
To achieve this vision, GCC banks must embrace 'phygital' strategies—seamlessly merging digital and physical banking models. By adopting hybrid service models, leveraging AI-driven personalization, and expanding digital literacy initiatives, financial institutions can build resilient, future-ready ecosystems that meet the evolving needs of the region's digitally empowered yet trust-driven consumers.
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