This project report, prepared for the Research Methods for Strategic Managers unit, explores the impact of trade finance digitization on customer experience, using Citibank Dubai as a case study. The report includes an introduction to Citibank, outlining the research aims, objectives, and questions focused on evaluating the relationship between trade finance digital services and customer experience. The literature review examines the existing research on digital services and customer experience, analyzing the impact of trade digital platforms and their relation to financial performance. The methodology chapter details the research approach, including the use of both quantitative and qualitative methods, such as questionnaires and face-to-face interviews. The report also includes data interpretation and analysis, recording the findings of primary and secondary data collection, along with conclusions, recommendations, and a gap analysis. The project adheres to specified structural guidelines, including word limits, formatting, and referencing using the Harvard style.