Mashreq group CEO Ahmed Abdelaal reveals the forces that will give rise to the next disruption in the banking industry, and how the bank is adopting a disciplined approach to growth.
What are the most powerful global forces you believe will shape the banking industry for the remainder of 2025, and how is Mashreq positioning itself to balance digital disruption with its legacy strengths to maintain a competitive edge?
I expect the banking industry to continue its navigation of ongoing geopolitical instability and the resulting deglobalization trends, currency risks, sanctions, and supply chain shocks. Much of the change in the coming months will be created by AI-driven automation and hyper-personalization. Banks are moving beyond basic digital services to fully AI-enabled experiences.
Going further, big tech and non-financial platforms embedding banking services directly into their ecosystems will result in a shift from traditional banking to true embedded finance, while blockchain-based tokenization of real assets continues to become a serious financial infrastructure shift, especially for wealth management arms.
Changing customer expectations, especially among Gen Z and Millennials, will further drive demand for seamless, instant, mobile-first experiences; not simply banking, but lifestyle solutions such as budgeting, investments, and insurance all bundled intuitively, enabled by tech. Banks will also need to respond to regulatory tightening around technology and ESG, ensuring the strictest of compliance.
Mashreq is leveraging legacy strengths such as trust, regional expertise and key relationships while modernizing core systems for cloud and fintech integration and embedding banking into broader customer journeys.
Building on our longstanding reputation for trustworthiness and reliability, we are developing our cybersecurity and digital trust to become brand pillars. We see the involvement of AI as an opportunity to enhance and hyper-personalize the customer experience, fostering a digital-first culture without losing the heritage that underpins client loyalty.
Mashreq has long been recognized as a digital pioneer. What has been your core strategy in driving this transformation, and how do you see emerging technologies redefining the future of banking?
At Mashreq, we have always believed that banking should not simply be transactional. It should be an intelligent, seamless experience that centers around our customers. Our longstanding digital-first strategy has enabled us to make banking more intuitive, predictive, and personal than ever before.
The next major disruption will be driven by AI, automation, and the rise of embedded finance. Customers now expect seamless, hyper-personalized experiences, and technology is enabling banks to move beyond traditional models.
AI is already reshaping customer engagement — from predictive insights to real-time decision-making — and will push this further in the future with AI-powered advisory, voice-enabled banking, and intelligent automation that enhances security and reduces friction. At Mashreq, we are scaling AI across every touchpoint, ensuring smarter, faster, and more intuitive experiences.
The industry is also witnessing rapid growth in Banking-as-a-Service and open finance, embedding financial solutions directly into everyday life. As banking moves beyond apps and branches into digital ecosystems, balancing innovation with trust and transparency becomes critical.
At Mashreq, we are leading this shift by expanding fintech partnerships, strengthening digital-first solutions, and building a future-ready banking experience driven by innovation, impact, and customer-centricity.
Successful digital transformation starts with strong leadership. What is your leadership strategy, and how does this contribute to your success?
At Mashreq, we firmly regard our people as our greatest asset — a belief that is embedded at every level of our organization. Our human capital is integral to delivering superior, consistent customer experiences. Attracting and retaining top talent is only the first step.
We invest heavily in developing our people, ensuring they are equipped with the skills, knowledge, and leadership capabilities needed to exceed evolving customer expectations. Our focus on talent development includes providing access to advanced training programs – particularly in areas bridging data, technology, and leadership – that empower employees to lead transformation and deliver impact.
Our leadership at Mashreq plays a critical role in stewarding our purpose, clearly articulating and connecting it to every employee. We believe that a highly engaged workforce not only elevates the customer experience, but also drives strategic, resilient growth and creates sustainable value for all stakeholders.
What are the key strategic drivers behind Mashreq’s regional expansion, and how do you envision the bank’s footprint evolving both within the Middle East and globally?
Our regional expansion is underpinned by a clear and disciplined strategy: Targeting markets with strong trade and investment links to the UAE and significant growth potential. Egypt, Pakistan, and Oman are central to this vision, alongside major global financial hubs where we serve corporate and institutional clients.
We continue to embed a digital-first approach within our growth strategy, expanding our NEO platform, introducing Banking-as-a-Service models, and securing Pakistan’s first restricted pilot license for digital retail banking. Our ambition is to redefine the banking experience, making it more personalized, efficient, and accessible.
Our growth strategy is not solely focused on market presence but on creating enduring value. Looking ahead, we will deepen fintech partnerships, scale AI-driven innovations, and drive the next generation of banking experiences. Our vision is clear: To grow responsibly, lead with innovation, and shape a financial landscape that is inclusive, sustainable, and future-ready.
In today’s era of hyper-personalized services and AI-led banking, how is Mashreq redefining customer engagement to combine technological efficiency with a human-centered approach and what does that mean for the future of customer experience?
Customer experience remains central to Mashreq’s strategy. We have built a seamless, intuitive, and highly personalized banking ecosystem, leveraging digital transformation to deliver greater convenience, speed, and accessibility. However, technology alone is not the differentiator; it is how we apply innovation to create meaningful, lasting connections with our customers.
Through AI and automation, we enhance – not replace – human involvement and interaction, using real-time insights to anticipate needs and proactively deliver tailored solutions that make every engagement effortless.
Looking ahead, customer engagement will be defined by a holistic integration of digital and human touchpoints, ensuring customers engage with us on their terms. The next era of banking success will be defined by those who can balance technology with human insight, blending the best of both worlds for maximum impact.
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