The Asian Banker

Banks must constantly innovate to improve customer experience
Proceedings report from The Asian Banker’s Singapore Heads of Retail Banking Dialogue 2013, on the need for banks to achieve enhanced customer-centricity levels.

Sep 09, 2013 | Research

Asian banks need to put more effort into enhancing their respective customer experience capabilities – focusing on innovation, increasing revenue streams, streamlining bank operations and risk mitigation/ reduction.Customers now want personalised advice and services delivered through multiple channels. Banking via mobile devices, voice, video and social media is the future in emerging Asia.

Banks must ensure seamless interaction between channels by making sure that their customers have swift access to various channels in real time. They must also address several issues in their bid to become more customer-centric – figuring out if they should continue expanding physical branches; dealing with credit growth, as well as local and international regulations; how to work with or compete with non-banking firms in the payments sphere.


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Categories: Branch Banking, Channels, Customer Centricity, Internet Banking, Mobile Banking, Retail Banking, Singapore, Technology & Operations
Keywords: Omni-Channel Distribution, Taobao, Google Wallet, Western Union
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