Best Customer Experience 2025: Burgan Bank
Burgan Bank delivers hyper-personalised digital experiences with Dataroid AI - earning our Best Customer Experience Award.
Personalisation in banking has become a buzzword that rarely matches reality. Most banks personalise by putting your name at the top of a generic email. Burgan Bank went considerably further in July 2025, partnering with Dataroid to bring genuine AI-powered hyper-personalisation to its ON Digital Banking platform.
Dataroid's analytics platform integrates directly into Burgan Bank's digital banking environment, analysing customer behaviour in real time - every tap, scroll, transaction, and navigation path. The system builds dynamic customer profiles that evolve continuously, enabling the bank to tailor the digital experience to each individual user's patterns, preferences, and needs.
This is not segmentation in the traditional sense. Rather than grouping customers into predefined categories, the Dataroid integration enables truly individualised experiences. Product recommendations, interface layouts, notification timing, and even the sequence of onboarding steps adapt based on how each customer actually uses the platform.
The partnership also gave Burgan Bank real-time visibility into customer journey friction points. When customers abandon a transaction or struggle with a particular flow, the analytics platform flags the issue immediately, allowing the bank's product team to identify and resolve problems before they affect a wider population. This closed-loop approach - observe, analyse, improve - turned customer experience management from a periodic review process into a continuous optimisation engine.
We recognised Burgan Bank because the ON Digital Banking platform was already a strong product before the Dataroid integration. Adding AI-powered analytics on top of an already capable platform elevated the customer experience from good to genuinely distinctive. The bank did not need to rebuild its digital offering - it made it smarter.
In Kuwait's competitive banking market, where customers have multiple digital banking options, the quality of the experience increasingly determines where people choose to bank. Burgan Bank's investment in understanding and responding to individual customer behaviour positions it to retain and grow its digital customer base in a market where switching costs are low and expectations are high.
Visit Burgan Bank to learn more.
Assigned by Sebastien Parker, Senior Research Analyst, Global Banking Monitor, August 2025
