NICOLE ZHOU Beyond the code: How mobile banking is weaving a new financial narrative in Asia

In the digital age, banks are sitting on a goldmine of customer data. It's time they started using it to anticipate needs and offer hyper-personalised solutions before customers even ask.

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For too long, banks have treated their mobile apps as mere extensions of their physical branches—digital storefronts for traditional banking services.

They've added features in a piecemeal fashion, often mimicking the latest fintech trend without truly integrating it into a holistic customer experience. They boast about “personalisation,” which often amounts to little more than targeted ads for products you might already be considering. But this reactive approach is woefully inadequate in today’s increasingly complex financial landscape.

The real opportunity lies in harnessing the power of data and artificial intelligence to create a proactive, predictive, and genuinely helpful banking experience.

Top-tier mobile banks are resolving over 80% of routine customer interactions within their apps.

These banks are not just payment platforms; they are also all-encompassing digital wallets that allow users to order food, book transportation, pay utility bills, shop for groceries, access healthcare services, and even invest in stocks—all within a single app.

Key capabilities setting mobile banks apart