Case Study: Mashreq Bank achieves digital-first transformation and 70% digital customer journeys with Microsoft Azure

UAE international bank builds future-facing digital culture using Microsoft Azure

Mashreq Bank, the oldest private bank in the UAE headquartered in Dubai with a global presence, set an ambitious 2019 goal to become a digital‑first bank. The challenge was to automate operations, reduce manual workloads and modernize retail customer experiences by adopting AI, big data, cloud and modern devices while shifting the organization’s culture.

Partnering with Microsoft, Mashreq migrated to Azure and launched a Digital Retail Banking Platform in June 2020, becoming the first UAE bank on the public cloud. The cloud infrastructure, CI/CD pipelines and broad staff training (90% participation) delivered 24/7 high‑performance, secure apps, shifted more than 70% of customer journeys to fully digital channels, reduced branch operations and freed resources to pursue CRM‑driven personalization.

Mashreq Bank

Mohammed Ali Jan Syed

Senior Vice President, Head of Infrastructure & Operations