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Digital banks have been hailed as forerunners within an era of rapid technological advances, propelling new competition for incumbent banks to step up their game and digitalize with agility.

Creating engaging, exciting, and seamless customer journeys is now vital for business survival, which places immense pressure for banks to innovate and build customer-centric solutions to meet evolving customer demands for better, engaging and more seamless customer experience ("CX").

Making inroads to customer-centricity in banking

Personalization and personal financial management (PFM) are driving forces behind customer-centricity within the financial services landscape today, elevating digital customer experiences beyond banking.

PFM has the potential to power financial resilience in Malaysia and bring the next level of financial savviness to consumers. 

In this thought leadership jointly published with Moneythor, take a deeper dive into building a customer-centric banking model with PFM, and also evaluate how a leading Malaysian bank leveraged on PFM to elevate their CX.