In a highly competitive environment where customer loyalty is diminishing, enhancing customer experience is becoming crucial in the fight for market share. In the banking industry, digital innovation is not only reshaping the customer lifecycle journey, but also the customer experience.

In an exclusive roundtable luncheon hosted by FST Media and Cognizant, executives from leading Malaysian banks shared their insights in enhancing customer experience in a digital environment.

They highlighted the extent of digital transformation in the banking sector, the feasibility of total digital transformation, its impact on customer experience, and the use of analytics to enhance customer loyalty.