Customers at the Heart of the Business

With increasing digitisation and an uncertain economic outlook, banks cannot afford to lose the human touch. At Maybank Singapore's recent Golf Day event, Country CEO & CEO Dr John Lee sat with The Peak to share the bank's strategy.

- TOH EE MING

Lending a human touch to financial services remains the utmost imperative for banks, particularly in an evolving banking landscape made complex by macroeconomic uncertainties and rising geopolitical tensions.

That was the key theme that emerged at the Maybank Golf Day Event, Maybank Singapore's first in-person golf event post-Covid. Held in November at the Sentosa Golf Club, the event was attended by bank management and its highly valued clients. In the evening, particpants also convened for a dinner and prize presentation for the best golf play of the day.

As a bank, it remains steadfast in its commitment to put people first, Dr John Lee, Country Chief Executive Officer (CEO) and CEO of Maybank Singapore, told The Peak. It prides itself on its ability to build trust and find ways to connect with its customers, shareholders, employees, regulators and community.

DIGITAL-FIRST BANKING EXPERIENCE

To do so, Maybank has accelerated its digital banking experience to meet digitalfirst needs for its retail and business banking customers.

This ranges from digital onboarding and applications to online self-servicing for new initiatives and existing services. It is also investing in building more hyper-personalised solutions and service enhancements for customers. It also plans to roll out personalised digital ang paos and digital certificates of proof, said Dr Lee.

"In the digital world, it's easy to just transfer money to each other, but you lose that emotional connection which comes with giving a red packet. Likewise, when older people make term deposits, they like to feel secure and to know that their money is safely with the bank."