BRAC Bank has introduced first ever omnichannel banking experience in Bangladesh, marking a significant step in its transformation towards customer-centric and relationship-led banking, a press release said.
The transformative initiative integrates physical and digital service channels to deliver a more seamless, consistent and personalised banking experience, giving customers greater control over how, when and where they bank.
The new model connects the bank’s branches, call centre, and digital channels into a unified service ecosystem. Customers can begin their banking journey through one channel, can pause and continue through another without having to restart the process, enabling greater convenience, continuity and access to support.
The initiative reflects BRAC Bank’s strategic shift from transaction-led banking to a relationship-driven approach that combines modern technology, data analytics and human interaction to better anticipate and address customers’ needs. By connecting customer information and service processes across channels, the bank aims to make banking more responsive, accessible and tailored to individual preferences.
A key feature of the new experience is the availability of information and customers interactions across channels. This enables frontliners to be informed about customers movement across channels to provide seamless services.
Omnichannel Banking was launched through a press conference at Pan Pacific Sonargaon in Dhaka on November 1, 2026. Meheriar M. Hasan, Chairperson; Tareq Refat Ullah Khan, Managing Director & CEO; Syed Abdul Momen, Additional Managing Director & Head of SME Banking; Md. Mahiul Islam, Deputy Managing Director & Head of Retail Banking; and Sheikh Mohammad Ashfaque, Deputy Managing Director & Head of Branch Distribution Network, attended the press conference.
Commenting on the groundbreaking banking proposition, Meheriar M. Hasan, Chairperson of BRAC Bank, said: “Omnichannel banking represents an important transformation in customer-centric financial services, bringing digital convenience and personalised human interaction into one connected experience. By adapting global banking practices to the needs and behaviours of customers in Bangladesh, BRAC Bank aims to set a new benchmark for service quality, accessibility and customer choice. This initiative reflects our commitment to placing customers at the centre of banking and advancing the sector’s digital transformation.”
Tareq Refat Ullah Khan, Managing Director & CEO of BRAC Bank, said: “The future of banking lies in understanding customers better and giving them greater control over their banking journeys. By bringing together modern technology, data analytics and personalised human support, we are moving beyond individual channels to create a connected experience built around our customers’ needs. Our ambition is to make banking more intuitive, responsive and convenient, while strengthening the relationships and trust that underpin long-term customer value.”
BRAC Bank’s omnichannel strategy aims to strengthen customer engagement, enhance service delivery, support customer acquisition and deepen long-term relationships. The bank will continue to develop its technology-enabled capabilities to make banking more seamless and relevant, while upholding its commitment to good governance, financial inclusion and service excellence.
