Case Study: Emirates NBD achieves 300% more employees trained and improved customer service with Pearson English Business Solutions

Emirates NBD - Customer Case Study

Emirates NBD, a UAE bank that has grown from a regional to a global player, faced a strategic challenge: to meet national “Emiratisation” targets and serve international clients it needed staff with stronger business English. Many Emirati employees had limited English from school, lacked confidence in spoken responses, and struggled in customer-facing situations, so the bank needed a cost‑effective way to raise workplace communication skills without pulling large numbers of staff from their jobs.

Emirates NBD implemented a blended program based on Pearson English Business Solutions (formerly GlobalEnglish), combining classroom coaching with online courses and level assessments through the One platform. The program helped the bank earn EAQUALS accreditation, increased annual training capacity from 60 to about 720 employees (over 300% more) at no extra cost, raised completion rates to 85% (a 50% improvement), and delivered measurable gains in fluency, accuracy, confidence and customer service—enabling quicker problem resolution and greater client confidence.

Emirates NBD

Heyam Farrington

Business Communication Manager