the leading financial services provider in the Sultanate of Oman, celebrated Customer Experience Day, which falls on the first Tuesday of October every year, reaffirming its firm and continued commitment to placing the customer at the heart of its corporate strategy, and reinforcing a culture of service excellence across all its channels and teams. The celebration came as part of the Bank’s ongoing dedication to developing the customer experience, in line with its vision of delivering exceptional banking services that meet the aspirations of both individuals and businesses, and reflecting its leading position as a trusted banking partner that keeps pace with the latest global trends in the sector.
In line with its belief that an exceptional customer experience begins with its employees, Bank Muscat organized an internal workshop for a group of employees, aimed at raising awareness of the importance of customer experience and the principles of financial inclusion, in addition to equipping teams with the skills and tools needed to deliver a seamless service across various customer touchpoints. This initiative reflects the Bank’s belief that investing in the development of employees’ capabilities and knowledge is a fundamental pillar for translating its customer experience strategy into tangible reality.
Bank Muscat continues to enhance its customer experience through investment in innovation and modern technologies. The Bank has worked on developing various digital communication channels, such as its mobile banking application and internet banking services, alongside the deployment of artificial intelligence tools, automated response services and self-service options, enabling customers to access banking services with greater ease and convenience, reducing waiting times and providing a seamless banking experience across all channels.
The Bank’s celebration this year was further underpinned by a strong track record of achievements in customer experience and digital service excellence. Bank Muscat was recently honored with the “Best Brand in Customer Experience” award in the Corporate Banking category, at the Oman Customer Experience Awards 2026, organized by Muscat Media Group in conjunction with the Oman Customer Experience Forum 2026. The Bank also received the Leadership Award in AI-Based Digital Banking Services during the Oman Cybersecurity Conference, in recognition of its efforts in deploying modern technologies to develop banking services and enhance the customer experience. In addition, the Bank received the Platinum Award from the global institution Infosys Finacle, in recognition of its efforts in developing the modern services offered through its mobile banking application and the growth in the number of users, reflecting customers’ increasing adoption of the Bank’s digital channels. These awards represent important milestones that reflect the Bank’s approach of continuous measurement and relentless development of its service standards.
Bank Muscat affirms that its focus on customer experience represents a well-established institutional approach reflected across the Bank’s various initiatives and future plans, translating its vision of delivering service worthy of its customers’ trust, and further strengthening its position as one of the leading financial institutions committed to the highest standards of customer experience excellence in the Sultanate
