Evolving consumer behaviour drive demand for advanced AI tools

Central to the Bank’s transformation was the opening of Smart Bank Centres and the launch of the Canadia Bank App, replete with unique features like group transactions and a loyalty points system.  In an era marked by rapid technological advancements and shifting customer preferences, the financial industry finds itself at a crossroads. Institutions across the globe are striving to innovate and digitise, with the aim of striking a balance between tradition and the demands of a digitally driven world. Canadia Bank Plc., a prominent player in Cambodia's banking landscape, recognised the need to adapt and embarked on a remarkable digital transformation journey. The bank’s digital transformation has led the company to win the Digital - Banking category of the Asian Technology Excellence Awards 2023. This recognition serves as a testament to their dedication and innovation. “We are delighted and thankful for Asian Business Review’s recognition of Canadia Bank in the Asian Technology Excellence Awards in Digital Banking. This recognition encourages and motivates us even more as we continue our digital transformation journey,” said Mr Raymond Sia Say Guan, CEO of Canadia Bank. In this article, we delve into the details of Canadia Bank's award-winning initiative and explore what sets them apart in the world of banking. Embracing digital transformation Canadia Bank's digital transformation journey gained momentum in 2020 to 2021, amidst the height of the COVID-19 pandemic. This challenging backdrop encouraged the bank to allocate more resources, both in terms of human capital and capital expenditure, towards digital initiatives. The goal was to adapt to the rapidly changing economic and customer landscape at both domestic and global levels. The bank conducted in-depth analyses and developed a strategic roadmap to enhance operational processes, business models, solutions, technologies, and corporate culture. The primary focus was on elevating customer satisfaction and experiences through innovation and technology application. This approach aligned perfectly with Canadia Bank's core values of innovation and customer-centricity. “Going through the digital transformation exercise is fulfilling and challenging at the same time; we consider this a marathon, and we are still in the middle of it,” the Bank noted. Canadia Bank's management and its dedicated team turned challenges into valuable learning experiences, fostering collaboration and resilience. The launch of the new Canadia Bank App in February marked a significant milestone in their digital transformation journey. This mobile app has several unique features that set it apart from others in the industry. The Canadia Bank App not only boasts exceptional performance but also offers unique functionalities. One standout feature is its ability to facilitate group transactions seamlessly. Customers can transfer funds to multiple recipients quickly and securely, enhancing convenience for family and friends. Another distinct feature is the incorporation of a loyalty points system. Users can earn points simply by engaging in transactions, creating a rewarding experience beyond basic banking functionalities. The rapid adoption of the mobile app has exceeded expectations and solidified Canadia Bank's position as an industry leader. Moreover, Canadia Bank doesn't stop at the mobile app. It is continuously rolling out new features of the mobile app, revamping the Corporate Internet Banking system, launching a Merchant App, and providing payment gateway solutions. These tailored offerings create a comprehensive digital payment ecosystem, serving corporate, SME, and merchant customers. Smart bank centres: Bridging the gap Canadia Bank's commitment to digital transformation was emphasised as they expanded their network by opening Smart Bank Centres, digital hubs designed to offer full banking services with modern facilities. Equipped with self-service digital devices, these centres aim to increase accessibility whilst optimising costs. These centres promote self-service devices with cutting-edge technology, enhancing the customer experience by streamlining processes effectively. Customers can utilise Virtual Teller Machines (VTM) to self-open accounts, Cash Recycling Machines (CRM) for depositing and withdrawing cash and depositing cheques, and Smart Card-Issuing Machines (SEM) for requesting debit cards. The highly skilled and multi-lingual Relationship Managers in these centres also provide expert financial advice, adding a human touch to the digital experience. Looking ahead, Canadia Bank remains focused on technological advancement, data-related initiatives, and refining corporate culture. It is intensifying data governance, analytics, and protection efforts to safeguard customer information. Additionally, it is enhancing its data analytics capabilities and promoting a positive work mindset within the organisation. In Canadia Bank's view, a digital transformation journey is ongoing and evolving. The bank’s goal is to continually innovate its products and services to meet customers' financial needs with sophistication and unwavering dedication. Canadia Bank Plc. stands as a shining example of how embracing digital transformation can not only keep a financial institution relevant but also position itself as a leader in the industry. The Asian Technology Excellence Awards is presented by Asian Business Review. To view the full list of winners, click here. If you want to join the 2024 awards programme and be acclaimed for your company's outstanding retail initiatives, please contact Jane Patiag at [email protected].