In recent years, digital transformation is shaking up every industry, and financial services is no exception. Digital banking options are an especially attractive alternative for young consumers. In fact, surveys show that Gen Zers are choosing apps and digital wallets for their first banking experiences. Digital banking choices have also made it faster and easier for people to switch to another bank if they’re dissatisfied. Hence ensuring an exceptional end-to-end experience is very important.

To get in front of consumer demands, they must first empower their technology teams with the business insights they need to improve services. We’re seeing this commitment put into practice at First Abu Dhabi Bank (FAB).

Woman looking at mobile phone on a wall

Understanding that customer needs come first

First Abu Dhabi Bank is the largest bank in the United Arab Emirates. FAB is constantly working to improve its portfolio of financial solutions to better serve corporate and retail clients. To move its client-centric strategy forward, the company performed an audit. This helped them to determine where IT should focus to break down data silos and gain more control over the customer experience.

Improving application performance management was a key opportunity. Working with Perform IT, a trusted Cisco Full-Stack Observability Solution Specialization partner, the bank started by replacing its existing monitoring tools with Cisco AppDynamics. This delivered many quick insights.

“By managing application performance more proactively with Cisco AppDynamics as part of our effort towards full stack observability, we’re providing concrete value to the entire business. More than 180 applications now run with fewer incidents and improved availability, which means less effort for our teams and a better experience for customers,” says Navid Thakur, Vice President of Enterprise Tools and Automation at FAB.

A new approach to application management and development

At the same time, FAB is adopting a DevOps approach to application management and development. The bank is encouraging its teams to take ownership of the apps they build, and to make continual improvements that take the customer experience to the next level.

These steps were just the beginning of the bank’s journey toward Cisco Full-Stack Observability. FAB recently added Cisco ThousandEyes to its technology stack for comprehensive digital

experience monitoring. As it gains even deeper visibility into its digital supply chain, the bank is outpacing competitors in delivering superior experiences to customers.

FAB sees Cisco as a strategic partner, working together to advance its Cisco Full-Stack Observability journey.

If you’d like to learn more about how FAB is building a more customer-centric organization, read the full First Abu Dhabi Bank case study.


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Wei Wang

Senior Director, Marketing