ENGAGE Asia 2024 - Banking Reinvented

Banking CXOs will discuss the strategic imperatives shaping the future of digital and omnichannel banking. As Asia races to the forefront of the digital economy, the focus shifts to designing banking experiences that resonate with the evolving needs of next-generation customers in this digital age. What are the keystones of customer engagement that ensure banks not only meet but exceed expectations in a rapidly advancing digital landscape?

Supremacy is in simplicity. In a world where consumer preferences have shifted towards streamlined processes and uncluttered experiences, simplicity has become the pinnacle of sophistication in the digital lifestyle. This fireside chat delves into how banks are innovating to meet these elevated expectations by adopting cutting-edge technologies and processes that realize this vision. OCB will share their success story, showcasing how they leveled the playing field, accelerated digital transformation, and achieved breakthroughs in modernization through a simple yet powerful app that aligns with the desires of today's digital-savvy customers

The business banking sector in Vietnam is currently experiencing significant growth, with a particular focus on serving the SME segment. As part of the "Vietnam National Digital Transformation Program," ABBANK has strategically positioned itself to enhance the digital accessibility, efficiency, and engagement experience for SMEs. By mastering platform innovation and accelerating excellence in digital journey creation, ABBANK has honed its approach to optimizing services for SMEs. This keynote will share insights into how ABBANK is leading the way in this transformation, focusing on best practices in digital optimization and the successful integration of new technologies to meet the evolving needs of the SME sector.

The annual Backbase Excellence in Customer Engagement Awards exemplify the commitment to achieving digital excellence in engaging consumers, enabling business owners, and empowering employees. After each year of journeying with the bank, we recognize and celebrate with those who have reached critical milestones and made impactful strides in their mission. Join us at the upcoming Excellence in Customer Engagement Awards 2024 - Meet Asia’s banking luminaries of 2024 and hear their testimonials on their exemplary success, innovation, and the difference they have made this year.

Banks need to continuously modernize their legacy tech to increase revenue and maximize profitability. However, traditional strategies often fall short of a holistic approach to maximizing customer lifetime value, optimizing TCO, and boosting employee productivity. Join this session to learn how Engagement Banking streamlines end-to-end customer servicing processes and enhances cross- and up-sell strategies. Discover how to increase customer retention, improve loyalty, reduce servicing costs, and deliver high-quality user experiences.

In today's go-to-market landscape, the need for speed drives turbo-charged development and rapid assimilation processes, enabling quicker launches and faster integration of customer feedback across diverse segments, industries and personas. However, the true measure of modernization lies not in speed alone but in how swiftly your customers realize value from adopting and using your banking services. The focus shifts from mere velocity to ensuring that accelerated processes translate into meaningful, impactful experiences for your customer base.

Adopting a customer-first approach is a complex challenge for any bank. From acquiring and activating new customers to deepening relationships and growing share of wallet, banks must elevate their strategies to stay competitive. Join this session to learn how Backbase's composable banking fabric enables the seamless integration of digital channels, supercharges customer journeys, boosts employee productivity through streamlined workspaces, and unifies data from different systems to provide a comprehensive customer view, driving stronger engagement.

ROE is becoming a crucial metric in the Asian banking sector, reflecting more than just financial returns; it’s a direct indicator of the success of digital transformation efforts. As banks across Asia advance beyond the exploratory phase of digitalization, there are expectations for banks to demonstrate how their technology investments have been strategic and effective. This fireside chat will explore how India’s largest private bank has innovated to catalyze financial performance, customer acquisition, and operational efficiency.

Business banking customers value personal interactions, but they also demand personalized digital options for engaging with their bank. Join this session to learn how you can offer segment-based digital banking services for sole proprietors, small and medium businesses (SMBs), and commercial & corporate clients while ensuring consistent, easy-to-maintain experiences, with the right mix of human and digital interactions.

Are you confident your customers are fully benefiting from your bank’s offerings? Imagine breaking down silos and leveraging customer data — like spending behavior and credit scores — to deliver personalized product recommendations across banking channels. Achieve the flexibility to seamlessly orchestrate any process or workflow across your banking channels and customer journeys. Join us to discover how we enhance the Engagement Banking Platform with process orchestration and AI capabilities, driving substantial customer value and engagement.

This CXO panel explores the pinnacle of customer-centric banking that banks aspire to achieve in the digital age and the transformative potential of AI to revolutionize customer engagement and enhance customer lifetime value at scale. As digital banking continues to advance, success will hinge on delivering services that are personalized, humanized, seamless, and intuitive—meeting customers precisely where they are and addressing their unique needs to help banks grow stickiness, usage, and loyalty.

With the rapid evolution in retail banking, the next challenge for banks is going beyond traditional digital channels and embracing their customers’ entire ecosystem. Join this session to discover how Backbase enables family banking through a composable platform while offering tailored experiences based on each customers’ unique lifestyle, providing them with the right offers at each stage of their life.

In this keynote, McKinsey will explore the transformative power of customer-centricity in the Asian digital banking landscape. He will discuss how understanding and anticipating customer needs can serve as a critical differentiator, driving both innovation and loyalty. He will highlight strategies for harnessing data, personalization, and seamless digital experiences to create compelling customer experiences. Join this session to learn how placing the customer at the core of your digital banking strategy can unlock unprecedented growth and success in the competitive Asian market.

Millennials and Gen Z are poised to inherit the financial landscape of the near future. But how can wealth managers and private banks meet their expectations for digital experiences while also growing share of wallet with their existing customer base who values relationship manager interactions? Join this session to learn how Backbase can help you achieve the right blend of digital and human to offer personalized advice at scale, and meet the needs of all customer segments.

Integration is the top challenge in banking due to the continuous modernization of tech stacks and core systems. Join this session to discover how banks can overcome these challenges and their siloed systems with a plug-and-play architecture for instant integrations. Learn how you can achieve a unified data layer and create a powerful AI-engine that enables you to deliver personalized customer experiences while boosting employee productivity.

Discover how to seamlessly integrate systems and applications across their entire lifecycle with a unified solution. This session will explore leveraging robust connectivity for both in-house and third-party systems to enhance financial operations. Learn how unifying all your underlying APIs with a single data model that uses BIAN standards can streamline your bank’s enterprise architecture, transforming your landscape to efficiently manage valuable partnerships, while reducing risks.

What banks must to do prepare their organization for innovation-led engagement banking initiatives. Successfully driving next-generation engagement banking initiatives in most organizations will require a re-think around enablers, ways of working and governance. How to move from "doing innovation" to "being innovative" will be crucial and Synpulse will share their observations on successful models, watch points and lessons learned from having worked with some of the region's most innovative banks.