According to a new survey by Arthur D. Little (ADL) conducted with 18 leading banks across KSA, Saudi Arabia’s banking sector is making steady digital advancements aligned with Vision 2030 ambitions. However, major challenges in workforce readiness, system integration, and cross-channel security are hindering full omnichannel excellence.
Findings show that while Saudi banks have embraced digital channels and mobile-first strategies, legacy system integration remains a significant hurdle. Synchronization issues are a top concern, with 43% of banking employees citing difficulties in maintaining real-time consistency between digital platforms and branch operations.
“Saudi Arabia’s Vision 2030 has catalyzed a remarkable shift toward digital-first banking, but sustainable success depends on enabling employees and integrating systems,” said Martin Rauchenwald, Partner and Global Head of Financial Services practice at Arthur D. Little. “Bridging backend gaps and enhancing employee capabilities will be crucial to realizing Saudi banks’ omnichannel ambitions.”
Security concerns also loom large. 35% of Saudi employees identified customer data security as their primary worry in cross-channel transactions. Another 30% expressed concerns about transaction integrity when moving between mobile and branch services, underlining the need for robust, multilayered security protocols.
Workforce training disparities further complicate transformation efforts. While urban branches adapt more quickly to digital platforms, regional branches struggle due to limited infrastructure and insufficient training access. 20% of staff in regional areas report feeling inadequately trained for omnichannel service models. Cross-generational challenges persist, as older employees often require more targeted mentorship to adapt to digital tools.
Rezwan Shafique, Principal, Financial Services at Arthur D. Little Middle East, added, “Saudi banks must adopt tailored, scalable training programs that reach all demographics and geographies. Closing the training gap and modernizing legacy platforms through cloud adoption and modular upgrades will be critical to providing seamless, secure customer experiences.”
While high-income customers in KSA show strong adoption of digital banking for routine transactions, many continue to prefer in-person advisory for complex financial needs. This duality reinforces the importance of maintaining human expertise alongside advancing digital capabilities.
The survey concludes that to sustain momentum, Saudi banks must invest in backend modernization, cybersecurity frameworks, and AI-powered tools for escalation management. Embracing a balanced approach that integrates automation with human expertise will position Saudi Arabia’s banks as regional leaders in omnichannel excellence.
