The presentation is about how Mashreq bank has constantly evolved as a key player in the Digital engagement space. The presentation highlights key Digital initiatives taken during my tenure at Mashreq.

1. The Digital
Engagement Journey
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How to engage with customers in
Digital Media
By - Kapil Bhatia

2. What is
Digital Engagement?

3. Digital Engagement
is a sales and service model
that deploys Technology and
Marketing to achieve both
Customer Intimacy and
Loyalty

4. Where Does Digital Engagement
Stand?
Consumer Behavior
Business Environment
Customer Experience
Banking
DE
Technology Marketing
Source: Backbase

5. Why Digital Engagement?
Our customers expect transactions and digital experiences to
be increasingly seamless and connected as they wander
aimlessly between on and offline touch-points.

6. Source: wearesocial

7. Source: wearesocial

8. Source: Nielson

9. 4 Important Factors of Digital
Engagement
• Next Generation Banking Experience
• Different engagement rules for different
segments
• Welcome Program to engage with NTBs
• Digital Community Development

10. Next Generation Banking Experience

11. .
`

12. Engagement through promotional
offers

13. Flavours Mobile App

14. Different engagement
rules for different
segments

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16. Mashreq SME XChange
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Success Stories

17. 7 Events – 200+ Customers engaged

18. 500+ Bookings 10,000+ visits AED 1,000,000 worth points redeemed

19. Welcome Customers

20. Welcome Customers to the bank

21. Welcome Program
Dedicated Mobile Site
Showcasing Products and Services
Showcasing the Brand
Incentivizing the customer
Continue engagement post Welcome

22. Engagement in Social Media

23. `
– 13,000
– 42,000

25. 73K ---->>>> 119 K in 45 days

27. Fans Acquired – 13k
Reach – 8million +
Contributed 10% of the overall leads

28. Most Engaging Brand
On Twitter in Mar 2014

29. What Can You Do Adopt Digital
Engagement In Your Organization?

30. You need to develop a framework across the organization for
digital engagement. You cannot conceive or implement a
successful digital strategy without collaborating with teams across
the organization.

31. @kapilkb
Tfour.me – My Blog on Digital
Media in the Middle East
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Thank you