Depending on who you talk to, banking has changed more or less even before the arrival of COVID-19. The changes continue to happen particularly in places where lockdowns are most severe. What is also certain, the transformation we are experiencing are in part due to changes in consumer behaviour, maturing digital technologies and evolving regulation.

There are two areas you can look at here: the outside face of banking; the other is what I call the guts of the banking process.

With us today is Ganesh Vasudevan, research director, IDC Financial Insights to talk about changes in retail banking in Asia.

1.       In Asia, what is the most significant change to how banks engage with customers (post-COVID-10)?

2.       How has this change translated into (a) products sold at bank branches; and (b) channels used to market these products?

3.       What do you believe are the biggest challenges/hurdles for bank branches adapting to changes occurring around us (COVID + changing customer behaviour + regulation)?

4.       Of the many technologies affecting bank branch transformation, which do you feel will have the most impact in the short to mid-term?

5.       How are these changes impacting the role of the CIO?