As retail banks look at how to deliver an even better customer experience, while also bringing down expenses and improving efficiency, chatbots are becoming an increasingly popular option for adding high value at a low cost.
Economies of scale, profitability, and developing a comprehensive service proposition remain major challenges in Vietnam’s growing retail banking industry. A long-term sustainable future will depend on how banks execute a right risk-reward balance
While much of the focus for quarterly results at DBS was on profits and non-performing loans, the impact of digitisation on expense reduction was striking and the bank’s plans for the next ten years pave the path towards even greater efficiency.
Most Asia Pacific markets have witnessed a slowdown in unsecured consumer loan growth, as regulations tighten and more alternative lending options are made available to borrowers. To stay relevant, banks are slowly digitising the business while also closely monitoring credit quality.
Asia Pacific markets have seen a shift towards digital banking during the past few years. Nowadays, banks are placing more effort on mobile banking, such as improving security and convenience of their applications and enhance the user experience to drive engagement in the channel.
Mobile payment apps have continued to proliferate in countries around the world, with Mercedes Pay soon likely to join the more familiar Apple Pay and Samsung Pay. Local apps in Asia, ranging from Paylah! in Singapore to Kakao in South Korea, offer mobile payments as well.
The evolving landscape of South Korean retail banking is pushing banks to invest in financial technology to retain and attract customers, even as traditional brick and mortar branches give way to specialised branches.