Interview with Gaurav Bhalgat, Head of Digital Channels | National Bank of Oman, Oman

Seamless Xtra’s Paula Hallentuch interviews Gaurav Bhalgat, Head of Digital Channels, National Bank of Oman, Oman. 

 

Redefining Digital Banking in Oman: How AI, Cloud, and Real-Time Data Are Shaping the Future

As Head of Digital Channels at the National Bank of Oman, Gaurav Bhalgat leads the bank’s digital transformation efforts, driving growth across mobile banking, online platforms, and digital wallets. With a strong focus on turning user experiences into measurable business impact, he combines technology, customer insight, and strategy to shape the future of digital banking in Oman. 

 

1. How are technologies like AI, cloud, and real-time data changing the way you design and deliver digital banking experiences? 

These technologies have completely changed how we think about digital banking. Earlier, the focus was simply on enabling digital transactions – helping customers check balances, transfer funds, or open accounts online. Now, with AI, cloud, and real-time data, the goal has shifted toward making banking intelligent, personal, and effortless. 

AI allows us to understand customers better – not just what they’re doing, but why they’re doing it. It helps us anticipate needs, personalize journeys, and simplify decision-making. Instead of showing every user the same interface, AI lets us adapt experiences dynamically, so the app feels more like a conversation than a tool. 

The cloud has brought in speed and flexibility. It’s broken down the traditional silos that slowed banks down. Now, new features can be built, tested, and rolled out in weeks – giving customers faster innovation and better reliability. Scalability is at a click of a button. 

And real-time data ties it all together. Whether it’s instant fraud detection, proactive insights, or contextual alerts, customers now expect their bank to respond in the moment, not after. 

These three technologies together deliver 1+1+1 = 5. Synergetic solution which not only helps in customer retention but also in customer delight 

 

2. In a crowded digital space, how do you make your mobile or online banking experience stand out? 

In today’s world, digital transactions have become a commodity – every app lets you transfer money, pay bills, or open a deposit with a few taps. So, differentiation can no longer come from what we offer; it has to come from how it feels to use it. 

For me, the foundation is simplicity. Simplicity doesn’t mean fewer features – it means removing friction. A great digital experience feels natural and intuitive, almost invisible. Customers shouldn’t have to think about the next step; the flow should guide them effortlessly. 

We also focus on building an emotional connection, something intangible that stays with the user. It might be the clarity of communication, the speed of response, or the confidence that every interaction will “just work.” These small but consistent touches create trust, and trust is what turns users into loyal advocates. 

Ultimately, our aim is to go beyond being a transactional app and become a financial companion; one that customers rely on not just for banking, but for making smarter financial decisions with confidence. 

 

3. Looking ahead, which technologies do you think will fundamentally change how banks operate over the next 3–5 years? 

Over the next few years, I see three forces shaping the next chapter of banking: composable architecture, AI copilots, and embedded finance. 

Composable banking – powered by APIs and cloud-native platforms – will make banks more modular and agile. It allows faster collaboration with fintechs and helps deliver contextual products within partner ecosystems. 

AI agents will redefine both customer and employee experiences. Relationship managers will use them to provide hyper-personalized advice, while customers will interact with digital assistants that understand context and intent. It’s a shift from automation to augmentation – using AI to enhance human judgment, not replace it.  

Lot of banks will be migrating from their legacy systems to new systems this will further unlock the potential across geographies and change the game of customer engagement. 

At the foundation of all this will be trust infrastructure: secure identity, data consent, and ethical AI. Innovation will get customers’ attention, but trust will earn their long-term relationship. 

 

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