Temenos changemaker conversations – A series

Summary

The Temenos Changemaker Conversations series explores the future of banking through in-depth discussions with digital leaders from major financial institutions across Asia Pacific. This report addresses the evolving landscape of digital transformation in banking, focusing on how banks can become more embedded in customers’ daily lives and adapt to the rise of platforms like Grab, PayTM, Uber, Apple, and Amazon. Key topics include strategies for building customer-centric and frictionless banking experiences, the integration of physical and digital (phygital) channels, and the importance of ecosystem partnerships for growth and innovation. The report examines how traditional banks can compete with neobanks and fintechs by leveraging technology, simplifying customer journeys, and adopting agile innovation practices. It also covers the challenges of legacy systems, the role of embedded finance, and the need for banks to participate in or orchestrate digital ecosystems. Insights from Chief Digital Officers, CX leaders, and technology heads highlight approaches to customer engagement, trust-building, and personalization in the digital era. Additional sections analyze the future of payments, including digital payment platforms, financial inclusion, and fraud prevention, as well as the evolving role of the CIO in driving digital transformation. The report concludes with perspectives on artificial intelligence in banking, focusing on responsible AI, explainability, and customer satisfaction management. Readers will find answers to pressing questions about the bank of tomorrow, digital transformation strategies, and the technologies shaping the next decade of financial services.