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Most Asia Pacific markets have witnessed a slowdown in unsecured consumer loan growth, as regulations tighten and more alternative lending options are made available to borrowers. To stay relevant, banks are slowly digitising the business while also closely monitoring credit quality.
While many financial institutions in emerging markets are trying to strike the right balance between their physical footprints and digital presence, leading banks in mature markets are proving that digital transformation can boost profitability and efficiency.
Shashank Luthra, director of digital transformation, and James Cronk, director of financial services of Cisco, discuss how banks can evolve their customer service with digital enablement to create a seamless omni-channel experience.