Title: Arab National Bank: Orchestrating digital banking journeys at scale with Mobile Push  URL: https://www.infobip.com/customer/arab-national-bank ## Arab National Bank: Orchestrating digital banking journeys at scale with Mobile Push 89.4% delivery rate 26% increase in digital account openings 17% increase in cross-selling ![](https://cdn-web.infobip.com/uploads/2026/09/arab-national-bank-logo-black.png) Share Share to Facebook Share to X (formerly Twitter) Share to LinkedIn CHALLENGE ## Fragmented journeys made digital engagement harder to scale Arab National Bank (anb) is one of Saudi Arabia’s leading financial institutions, serving customers across app and online banking channels. As digital adoption continues to grow, anb needed a more connected approach to engaging customers across journeys and business units. anb’s customer communication was fragmented across multiple systems. Different business units managed communications independently, resulting in inconsistent experiences, limited personalization, and difficulty orchestrating journeys end-to-end. In complex flows such as digital account opening, even a small interruption or failed service could disrupt the experience. Customers who were unable to complete journeys in real time often did not return, creating friction at critical conversion points. To overcome these challenges, the bank needed a solution that ensures customer privacy, consent management, data protection, auditability, and strict communication governance across all engagement types. SOLUTION ## Building the orchestration layer behind digital banking journeys Arab National Bank partnered with Infobip to implement a unified customer engagement platform that serves as the orchestration layer behind its digital banking journeys across mobile and online channels. Given the scale of the roadmap, anb adopted a phased approach. With more than 90 potential use cases identified across the digital banking journey, the initial phase focused on establishing a strong foundation rather than launching individual campaigns. This foundation included core system integrations, an event framework, journey orchestration capabilities, and push notification delivery, with SMS enabled as a fallback channel where required. Once the foundation was in place, the team began rolling out high value journeys and use cases managed through a structured, end-to-end orchestration model across the entire digital banking experience. These use cases included: 1. Digital onboarding 1. Account activation 1. Loan applications 1. KYC and identity reminders 1. Account notifications To help anb unify customer communications across app and online banking, we implemented a flexible orchestration layer capable of connecting multiple core banking systems across both API-based and batch-based environments. This enabled the bank to deliver consistent, timely, and coordinated customer journeys across app and online channels. The implementation included multilingual communication support, device authentication flows, SMS fallback capabilities, and centralized consent management for transactional, promotional, and service communications. By integrating consent data directly into the engagement platform, anb gained greater control over customer communication preferences while supporting compliance and governance requirements. Infobip worked closely with anb's teams throughout the rollout to establish a scalable foundation for future digital engagement use cases across the banking journey. RESULTS ## 89.4% delivery rate across millions of messages As a result of this partnership, anb is seeing strong adoption across the platform, with measurable impact across digital engagement journeys. In just two months, anb sent 64.6 million push messages, achieving an 89.4% delivery rate. During the same period, the platform reached approximately 425,000 active profiles, reflecting rapid adoption across digital channels. The improved orchestration and reliability of digital journeys contributed to a 26% increase in digital account openings, helping reduce onboarding drop-offs and create a more seamless customer experience across app and online banking channels. Across the broader program, anb has built 64 automated use cases spanning the digital banking journey, including digital onboarding and account activation, loan applications, and other high-impact areas such as hyper-personalization. In the first five months of 2026 alone, the platform supported more than 140 million customer interactions. Beyond operational performance, the initiative has transformed how internal teams approach customer engagement. Business units that were initially cautious quickly became advocates once early results became visible. Teams are now proactively identifying new opportunities to improve customer journeys, accelerate digital adoption, and scale engagement more consistently across the bank. With a scalable engagement foundation now in place, anb is well positioned to continue evolving its digital banking experiences while adapting to changing customer expectations and regulatory requirements. COMPANY PROFILE Amongst the largest banks in the Middle East, anb headquarters is based in Riyadh, Saudi Arabia with regional offices in Jeddah, Khobar and a network of branches throughout the Kingdom. In addition to an international branch in London, United Kingdom.