Never before has the banking industry been faced with so many competitive challenges from disruptive forces. Continuing the same conventional practices will put us and the rest of the industry on an unsustainable path. While the shift is fundamental, we already have most of the building blocks in place to put customer’s financial well-being at the heart of a new strategy. Technological advancements have been the engine of banking sector transformation and have turbocharged access to digital financial services. The COVID-19 pandemic, meanwhile, has brought a heightened awareness of the critical importance of ensuringour digital services are accessible, useful and usable by all. In addition to using digital capabilities to accelerate synergies for the merged bank (see Integration chapter), the bank has rolled out a “Digital First” operating model to drive digital adoption while pursuing continuous improvements of the omni-channel customer journey and experience. DIGITALIZATION The Proportion of Retail Services Completed over TMB TOUCH: 98% 89% of Transfers of Bill Payments 39% 66% of customers opened TMB Smart Port via TMB TOUCH of customers opened individual mutual fund via TMB TOUCH 4.1in App Store TMB TOUCH received rating of 25% increase in TMB TOUCH active users 23 Su s t a i n a b i l i t y Re po r t 2 0 2 0 I n t r odu c t i o n Cu s t ome r s En v i r o nme n t a l & So c i a l I mp a c t s Pe op l e Go v e r n a n c e App e nd i x
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