KUALA LUMPUR: Malaysian banks need to accelerate the adoption of artificial intelligence (AI) and strengthen their digital capabilities to meet rising consumer expectations, despite performing strongly in customer service, says Twimbit.
Its founder and chief executive officer Manoj Menon said Malaysia scored 3.93 out of five in the research firm's assessment, ranking second among six countries studied.
Malaysia also ranked highest in service experience among the banks covered in the research, while its digital banking performance had improved steadily over the past few years.
However, Menon said Malaysian banks still had work to do to improve their digital experience and keep pace with evolving consumer expectations and capabilities offered across the region.
