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2020 SPECIAL REPORT In-Depth Analysis of Winning Strategies and the Mindsets That Drive Success

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Asia Trailblazer Summit and Awards 2020 SPECIAL REPORT In-depth analysis of winning strategies and the mindsets that drive success www.rbiasiatrailblazer.verdict.co.uk 1 Editor's Note First off, many thanks to all participating banks in the 11th annual RBI Asia Trailblazer awards. In the most challenging of circumstances, banks across the region are deservedly recognised for the best of the best in retail banking. Over 300 separate entries were received and in all – a record for the event – with 17 separate banks in the region recognised as winners. The quality and the quantity of the entries truly did the event proud. And a huge thank you to all of the winners featured in this supplement for their support. Take a bow Maybank For Maybank to carry off nine award wins is a huge achievement, including the headline win of Asia Trailblazer of the year for institutions. It is also richly deserved with some notable award wins. A number of the award categories across the event were hotly contested with so many strong entries. But in Maybank’s case, it also scored some runaway wins such were the strength of the entries. For example, Maybank scored with its first-of-its-kind e-wallet enabling new or existing customers to open an account via their smartphones. Another especially strong initiative is its Maybank2u Reimagine project, successfully overhauling Malaysia’s number one internet banking service. In addition, Maybank’s Head, Group Virtual Banking, Kalyani Nair deservedly collects the individual award for Asia Trailblazer of the year. On a personal level, I am delighted that the event also recognises Suvo Sarkar, Senior Executive Vice President and Group Head of Retail Banking, Private Banking and Wealth Management, Emirates NBD. Sarkar is recognised with a rare RBI Lifetime Achievement Award. In my 15 years covering the global retail banking sector on RBI I have been honoured to interview and share a stage with a number of world class retail bankers: Sarkar undoubtedly falls into the highest echelon of his peers. DBS, UOB, Standard Chartered, Emirates NBD notable multiple winners A big well done also to multiple winners such as DBS scooping seven awards ahead of UOB with six and Standard Chartered with five. Other multiple winners include Cathay United, Alliance Bank, Kasikornbank, Union Bank of the Philippines and Taishin International Bank. So many banks think that they are delivering an improved customer experience but few banks truly optimise customer centricity as successfully as UOB. It is fitting that UOB is prominent within this supplement for the combined efforts of five different teams across its Singaporean and Thai offices implementing a number of different successful projects that collectively proved their excellence in customer centricity. Another personal favourite among the award winners is the best rewards/loyalty programme delivered by Bank of Ayudhya. The bank transformed its customer loyalty progamme to create an enhanced Krungsri gift digital loyalty offering. Not only is the programme seamless across the channels-it is demonstrably delivering a return on investment with many lesser users converted into regular main bank users, all the while ensuring that engagement levels rise sharply across all customer segments. And a word also for RCBC. Just about every bank is attempting to grow its market share among the millennial segment. RCBC’s winning entry, highlighted in this supplement, explains how the bank has grown customer numbers in this crucial segment with a new credit card and linked bank account aimed at millennials. Hearty congratulations again to all of the winners and here’s to the 12th annual Asia Trailblazer Awards in 2021. Douglas Blakey Editor, Retail Banker International 2 2020 Special Report Contents 2020 Winners Announcements 4 Standard Chartered – Mobile updates 36 win recognition in Korea & Malaysia, United Overseas Bank (UOB) Ltd – Excellence 6 help HK retail bank in Customer Centricity & Best Loan Standard Chartered - Singapore uses 38 Bank of Ayudhya (Krungsri) –Best Loyalty- 8 analytics for card personalisation & Reward Programme & AI commendation enhances retirement & mortgage offers General Card Services – Credit Card 10 ENBD’s Suvo Sarkar recognised for 40 commendation for Thai project successfully captaining its retail bank RCBC Bankard Service Corporation - Creating 12 Emirates NBD – Advances in retail and 42 New Credit Card Holders internet banking win trophies Jacquelyn Tan, Managing Director & Head 13 Kasikornbank – Excellence in On- 44 of Group Personal Financial Services, UOB boarding eWallets & Staff Training Mastering the numbers to deliver a masterful service Maybank – Virtual card and QR pay 45 functions added to a new e-wallet win Union Bank of Philippines - Blockchain pilots 16 recognition for trailblazing bank across win Remittance & ATM categories multiple categories Edwin R. Bautista, President & CEO, Union 18 Bank of the Philippines - Engineering the future Affin Bank Berhad - Excellence in SME 21 Banking shown by start-up focused project RHB Bank Berhad - New SME Online 22 Financing solution commended Cathay United Bank - Uses ML to Fight Fraud 24 & Cloud to up Employee Engagement uab - Standout bank in Myanmar 25 Christopher Loh, CEO & MD, uab 26 My aim for the Myanmar bank is be the best & offer an ecosystem of services Taishin Bank - Original loan origination 30 projects & retail bank proposition DBS – Data-driven services, marketing and 31 advances win multiple categories Bank Danamon – Best Digital Banking 34 Initiative www.rbiasiatrailblazer.verdict.co.uk 3 Winners Accouncements Excellence in Employee Best Use of Machine Learning Excellence in Mass Affluent Engagement Trailblazer in Artificial Intelligence Banking Human Capital and Society Machine Learning and Data Trailblazer in Customer Experience W Cathay United Bank Analytics and Segmentation HC Union Bank of Philippines W Cathay United Bank W Security Bank Corporation HC Taishin International Bank HC CTBC Bank Excellence in Graduate HC Union Bank of Philippines HC Emirates NBD Employment Programme Human Capital and Society Trailblazing Use of AI in Excellence in Service Innovation W Alliance Bank Malaysia Berhad Financial Services Trailblazer in Customer Experience Trailblazer in Artificial Intelligence and Segmentation Best Staff Training and Machine Learning and Data W United Overseas Bank Limited Development Programme Analytics HC Kasikornbank PCL Human Capital and Society W United Overseas Bank Limited HC Maybank W Kasikornbank PCL HC Bank of Andhya PCL (Krungsri) HC Union Bank of Philippines HC DBS Excellence in SME Banking Trailblazer in Customer Experience Best CSR Initiative Best Application of Data Analytics and Segmentation Human Capital and Society Trailblazer in Artificial Intelligence W Affin Bank Berhad W Maybank Cambodia Machine Learning and Data HC Hong Leong Bank berhad HC CTBC Holding Analytics HC Kasikornbank PCL W Standard Chartered Bank Singapore HC RHB Bank Berhad HC Cathay United Bank HC ICICI Bank Best ATM and self-service Innovation Trailblazer in Customer Experience and Segmentation W Union Bank of Philippines Excellence in Customer Centricity Trailblazer in Customer Experience and Segmentation W United Overseas Bank Limited HC Commercial Bank Most Innovative Branch Offering Trailblazer in Physical Channels W Alliance Bank Malaysia Berhad HC Union Bank of Philippines Best Online Securities Platform Trailblazer in Digital Distribution W United Overseas Bank Limited Best Digital Banking Initiative Trailblazer in Digital Distribution W DBS HC Bank Danamon HC Maybank Excellence in Mobile Banking Trailblazer in Digital Distribution W Standard Chartered Bank Malaysia HC DBS HC Maybank 4 2020 Special Report Winners Accouncements Excellence in Internet Banking HC RCBC Bankard Services Corporation W ICIC Bank Trailblazer in Digital Distribution HC Taishin International Bank HC Cathay United Bank W Emirates NBD Best Multi-Channel Offering Excellence in Loan Origination Best App for Customer Experience Trailblazer in Marketing and Trailblazer in Process Innovation Trailblazer in Digital Distribution Communication W Taishin International Bank W DBS W DBS HC CTBC Bank HC Maybank HC Standard Chartered Best Core Banking System Initiative Best Retail Bank - UAE Trailblazer in Omni Channel GCC Trailblazer Best Mobile Wallet Initiative W DBS W Emirates NBD Trailblazer in Digital Payment W Maybank Best Mortgage Offering Best Retail Bank - Cambodia HC CTBC Bank Trailblazer in Product Innovation South East Asia Trailblazer HC Kasikornbank PCL W Standard Chartered Bank Singapore W Maybank Cambodia HC CTBC Bank Best Remittance initiative Best Retail Bank - Hong Kong Trailblazer in Digital Payment Best Credit Card Initiative East Asia Trailblazer W Union Bank of the Phlippines Trailblazer in Product Innovation W Standard Chartered HC ICICI Bank W SRCBC Bankard Services Corporation HC Geaneral Card Services Best Retail Bank - Taiwan Best Payement Innovation HC Standard Chartered Bank Singapore East Asia Trailblazer Trailblazer in Digital Payment W Taishin International Bank W Maybank Best Debit Card Initiative HC Kasikornbank PCL Trailblazer in Product Innovation Best Retail Bank - Myanmar HC Standard Bank Singapore W Maybank South East Asia Trailblazer HC Kasikornbank PCL W uab Bank Best Payement Innovation Trailblazer in Digital Payment Best Loan Offering Best Retail Bank - Malaysia W Maybank Trailblazer in Product Innovation South East Asia Trailblazer HC Kasikornbank PCL W United Overseas Bank
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