Inside Mashreq’s CX Transformation: Building Banks People Actually Love with Rania Nerhal

Inside Mashreq’s CX Transformation: Building Banks People Actually Love with Rania Nerhal Banking is no longer about transactions—it’s about trust, personalization, and experience. In this Special Podcast, Rania Nerhal, Group Chief Client Experience & Conduct Officer at Mashreq, reveals how one of the region’s most innovative banks is transforming from a financial institution into a lifestyle enabler. From AI-powered personalization to human-first service design, Rania shares how Mashreq is: • Embedding banking seamlessly into people’s everyday lives • Striking the balance between AI and the human touch across generations and why Mashreq’s diversity is its greatest asset • Building lifetime customer relationships based on trust and transparency • Elevating wholesale and retail banking to new levels of loyalty and engagement Rania takes us into the future of customer experience—and why banks that don’t innovate risk being left behind. Speaking to Sally Mousa, Senior Presenter at Forbes Middle East.