Temenos changemaker conversations – A series

Summary

Chief digital officers, technology heads, and customer experience leaders from major Asia Pacific banks share their views on the big questions shaping CXO priorities for the next decade: how to embed banking into everyday customer decisions, how to build ecosystems that deliver real value, and how to design phygital experiences that strengthen relationships rather than add friction.

HDFC Bank’s Chief Digital Officer describes building frictionless, conversational customer journeys for a linguistically and culturally diverse market, while China Development Financial’s digital chief weighs partnership models and treats ecosystem survival as the real measure of success. CIMB’s customer experience leadership outlines an empathy-led engagement model built during a period of accelerated digital adoption, including gamification and personalisation tactics tested across B2C and B2B channels. The National Payments Corporation of India’s chief operating officer looks ahead to the next wave of payments innovation, from voice-first transactions to cross-border remittances and fraud prevention.

The International Finance Corporation’s technology chief sets out what separates a great banking CIO from a merely competent one, and Union Bank of the Philippines’ AI lead explains how artificial intelligence can extend credit access to unbanked populations while sharpening customer experience in an increasingly commoditised product landscape.

• Institutions represented include HDFC Bank, China Development Financial Holding Corporation, CIMB, the National Payments Corporation of India, the International Finance Corporation, and Union Bank of the Philippines
• Themes span embedded finance, ecosystem partnerships, voice-first payments, fraud prevention, CIO leadership, and AI-driven financial inclusion

As more of a customer’s financial life happens outside traditional banking apps entirely, what will it take for banks to stay part of those everyday decisions?