Retail banking has undergone significant transformation in recent years with the emergence of new players in the market and changing customer expectations. The COVID-19 pandemic has accelerated the shift in consumer behaviour towards digital and mobile-first services. Technology companies, fintechs and digital banks have set new standards in simplicity, speed and services with innovative designs and deliveries.

As a result, consumers are increasingly willing to switch banks to get the services they want, and delivering on these preferences has become the new business battleground.

To create a better customer experience, banks must focus on four key areas:

• First, they must create frictionless and seamless engagement by delivering smart solutions with easy, fast, and responsive interactions via omnichannel as most journeys are taking place over multiple digital and physical channels;
• Second, banks should focus on personalisation of products by providing not only greater flexibility to choose from services but also to convert data capabilities into customised offers;
• Third, they must seamlessly embed personalised services into the customer journey, precisely where and when the customer needs them the most;
• Finally, banks should develop products and services ecosystems with partners that can deliver a better experience.

However, the challenge for banks lies in building modern technology capabilities internally that can reflect and support the speed and the personalisation level at which customers want to engage. Banks are investing heavily to overhaul critical customer journeys but are finding it difficult to match the agility and responsiveness of newer players.

While banks previously focused on improving the front-end look and feel to increase convenience, they now recognise the importance of agile and scalable back-end technology and operating infrastructure to bridge the service gap and better meet customer needs at different levels.

This RadioFinance session will discuss how financial institutions can deliver a strong customer experience and how corresponding back-end capabilities can be a critical enabler.

• The key priorities in achieving operational transformation and the required latest technologies that banks can use to enhance their services and deliver a better customer experience;
• The concept of ‘coreless’ banking architecture and its impact on banks and customers;
• Building the next-generation of UI/UX experience;
• How can FI create a unique personalised experience around each customer?
• How can banks ensure consistency across different channels and deliver a seamless customer experience?

Guests include:

• Manohar Chadalavada, MD, Global Head AI, Ecosystems and Open Banking, Standard Chartered Bank
• Rottapron Ekabutr, EVP, Head of Consumer Digital Solution Division, Bank of Ayudhya
• John Howard D. Medina, Chief Operations Officer, PBCOM
• Lucose Erali, Executive Vice President, Head, Enterprise Technology & Operations, Security Bank
• Queenie Chan, Executive Director, Head of Strategy and Transformation, Standard Chartered
• Boon Khee LIM, MD, Group Head of Consumer Banking Technology & Core Banking, DBS Bank
• Sharon Khua, Head, API Technology Platform, OCBC Bank
• Daniel Li, Chief Digital Officer (CDO) - Personal Banking, Bank of China (Hong Kong)
• Melissa Craig, Head of Digital & Innovation, HSBC

Guests include:

Dipen Mehta

GM, Financial Services, Asia Pacific, Microsoft

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Martin Buchholz

Head, Digital Consumer Banking, CIMB Thai Bank

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Frankie Wai

Business Solution Director APAC, Temenos

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Dipen Mehta

GM, Financial Services, Asia Pacific, Microsoft

Dipen Mehta is the General Manager, Financial Services, Asia Pacific at Microsoft. As the leader of the newly formed Financial Services Industry team, he is responsible for working with Microsoft’s financial services clients across the region to develop and deliver digital transformation initiatives across banking, insurance, and capital markets. He joins Microsoft from Amazon Web Services (AWS) where he was responsible for developing initiatives that helped customers drive top line growth by leveraging emerging technologies and trends powered by cloud based platforms. Mehta has over 25 years of experience as an entrepreneur, advisor and investor in numerous startups across the US and Asia Pacific.

 

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Martin Buchholz

Head, Digital Consumer Banking, CIMB Thai Bank

Martin Buchholz joined CIMB in January of 2018 as Programme Manager in CIMB Fintech delivering solutions across the CIMB Group. Shortly afterward he moved to be Head CIMB Thai Consumer Digital Bank responsible for Digital initiatives as part of five-year transformation programme. He spent most of his career in the Financial Services and IT Services space in Asia Pacific pioneering through several waves of digital transformations. He went on to be an advisor and managing consultant in the Financial Service and Telco industries with major engagements with banks in Singapore and Thailand as well as leading the technical build of the Continuous Link Settlement (CLS) utility for the Monetary Authority of Singapore.

 

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Frankie Wai

Business Solution Director APAC, Temenos

As a solution-oriented person with strategic thinking and strong interpersonal skills, Frankie Wai defines the region's solution strategy, advises the bank on technologically advanced solutions, and executes decisions to facilitate organizational growth. He has been actively investigating emerging technologies and formulating software solutions that help banks deliver innovative banking services. He led from the front and crafted the brand new digital banking architecture for the 1st batch of the virtual bank in Hong Kong. He continues to construct the solution for subsequent digital bank licensees across the Asia Pacific region.

 

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Christian Kapfer

Research Director, The Asian Banker

Christian Kapfer is research director at The Asian Banker, leading research and consulting engagement with top-tier financial institutions in benchmarking business and strategic capabilities across leadership, commercial, retail and transaction finance, financial markets, risk management, financial technology, and wealth management. Kapfer joined The Asian Banker in 2014 and was responsible for starting many of the company's research programmes, such as Excellence in Retail Financial Services, AB 500 Strongest Banks Ranking and Working Groups.

 

Session Host:

Christian Kapfer

Research Director,
The Asian Banker

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About The Asian Banker RadioFinance:

The Asian Banker RadioFinance aims to enhance understanding of the finance industry globally by bringing together thought leaders, industry experts, practitioners and futurists to examine current, critical issues through discussions facilitated by visual and web-based platforms. Through the use of interactive technology, participants do not have to take time out from their busy schedules or leave the comfort of their own desks.