Total CX, a leading provider of customer experience and digital engagement solutions in Bahrain has signed a Memorandum of Understanding (MoU) with BBK, a leader in retail and corporate banking in the Kingdom of Bahrain, to explore the use of artificial intelligence in improving the banking experience. The agreement was signed during the fourth edition of Fintech Forward, held at Exhibition World Bahrain on 7–8 October 2026.
The MoU established a framework for combining BBK’s banking expertise with Total CX’s capabilities in customer experience management to explore intelligent, integrated communication channels that simplify access to information and support. The collaboration will also assess the use of data analytics to tailor services to customer needs and preferences and equip service teams to manage enquiries and requests more effectively. Together, these priorities support the Bank’s digital transformation strategy and its commitment to operational excellence.
As part of the collaboration, Total CX will provide BBK with an AI-powered solution supporting customer interactions across WhatsApp, Web Chat, Telephony and the BBK Mobile App, providing customers with 24/7 support for banking enquiries and information across these channels.
Dr. Ahmed Taqi, Chief Retail Banking Officer at BBK, said: “Our approach to banking innovation is guided by a clear understanding of our customers and a commitment to investing in technology that makes banking more convenient and flexible. Working with Total CX reflects the importance we place on partnerships that combine specialist expertise with a shared commitment to service excellence. We look forward to exploring how AI can help us respond more effectively to customer expectations and build on our digital progress, strengthening BBK’s competitiveness and its contribution to the development of financial services in Bahrain.”
Commenting on the partnership, Aseel Mattar, Interim CEO of Total CX, said: “AI is transforming the way organisations engage with their customers, creating opportunities to make every interaction faster, smarter and more personalised. Our partnership with BBK brings this potential into the customer journey by providing a solution that supports customers around the clock and across multiple channels. We look forward to working closely with BBK to deliver an enhanced experience that meets the evolving needs of its customers.”