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Banks in Asean face similar core products, but customer experience differentiates them, with service and consistency being key challenges.
Summarised automatically by AI from the original article by New Straits Times. AI can make mistakes, so check the original for details.
OPEN the app of almost any bank in Asean, and you will find much the same thing: instant transfers, QR payments, rewards tabs and basic chatbots.
Features that once set a bank apart are now matched within months.
What customers remember is how quickly an account opens, what happens when a payment fails, and whether help is available when needed.
Unlike a product feature, experience depends on data, processes and people working as one.
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