Bank Muscat Wins Best Digital Customer Service Award at CX Live Awards 2026

Reaffirming its leadership in delivering an advanced banking experience and its continued investment in innovation and digital transformation, Bank Muscat, the leading financial services provider in the Sultanate of Oman, has been recognised with the “Best Digital Customer Service” Award at the CX Live Awards Middle East 2026. The prestigious recognition acknowledges the Bank’s continuous efforts to develop an integrated ecosystem of digital services and solutions that enhance customer experience while making banking simpler, faster, more convenient and efficient. The award was presented at a recently held ceremony in Dubai, United Arab Emirates, attended by distinguished representatives and professionals from across the Middle East and beyond. Salim bin Said Al Shanfari, representative of Bank Muscat at its UAE Representative Office, received the award on behalf of the Bank.

The recognition reflects the success of Bank Muscat’s strategy of placing customers at the heart of its development and innovation initiatives while leveraging modern technologies to deliver a seamless and integrated banking experience across multiple channels. The Bank continues to implement a wide range of digital initiatives and projects aimed at simplifying processes, reducing the time and effort required to complete transactions, and enabling customers to access banking services conveniently anytime and anywhere. The award also recognises Bank Muscat’s ongoing commitment to enhancing customer experience through innovation and the continuous development of its digital capabilities. Digital transformation remains a key enabler in the Bank’s efforts to deliver meaningful value to customers by providing solutions that are simple, secure, fast and responsive to their evolving needs. Bank Muscat continues to invest in emerging technologies while actively incorporating customer feedback and insights into the development of its products and services.

Over the past period, Bank Muscat has continued to expand the range of services available through its Mobile Banking application and Internet Banking platform, enabling customers to complete an increasing number of transactions digitally without the need to visit a branch. Among these enhancements is the digital Know Your Customer (KYC) update service, which enables customers to update their personal information conveniently through digital channels while receiving notifications on the progress of their requests.

The Bank has also enhanced convenience by enabling customers to request banking cards through the Mobile Banking application and have them delivered directly to their preferred location, providing greater flexibility and reducing the need for branch visits.

As part of its efforts to further enhance customers’ digital experience, Bank Muscat introduced the Instant Digital Personal Loan service through its Mobile Banking application. The service enables eligible customers to complete the personal loan process through a simplified and efficient digital journey, demonstrating the Bank’s continued focus on leveraging technology to streamline processes, reduce turnaround times and provide customers with faster access to banking solutions.

In the area of payments, Bank Muscat continues to expand its portfolio of modern digital payment solutions, providing customers with secure, convenient and seamless options for their everyday transactions. The continuous enhancement of services available through Mobile Banking and Internet Banking provides customers with greater flexibility in managing their accounts and carrying out transfers, payments and other banking transactions through secure digital channels.

Beyond individual products and services, Bank Muscat continues to strengthen the overall customer journey across its various touchpoints by leveraging technology, data and customer feedback to better understand evolving expectations. This approach supports the design and enhancement of services that are increasingly aligned with customers’ needs and preferences. The Bank follows an integrated omnichannel approach that brings together its digital platforms, extensive branch network and Contact Centre to deliver a consistent, convenient and seamless banking experience.

Demonstrating its commitment to making banking support more accessible, Bank Muscat was also the first financial institution in the Sultanate of Oman to introduce customer enquiries and banking service requests through WhatsApp, using the Bank’s existing Contact Centre number, 24795555. The service provides customers with an additional convenient channel to communicate with the Bank, submit enquiries and request various banking services and facilities. The initiative reflects Bank Muscat’s commitment to keeping pace with technological developments and strengthening direct and digital engagement with customers, while facilitating faster access to banking support and information.