Trends Report

Brief: Malaysian Banks Brace Themselves For Digital

CIOs Need To Step Up As Key Enablers Of Banks' Digital Transformation Initiatives

January 9th, 2015
Frederic Giron, VP, Senior Research Director
Frederic Giron VP, Senior Research Director
With contributors:
Dane Anderson , Abhinav Dhruwa

Summary

As Malaysian consumers become increasingly empowered with smartphones and other mobile devices, financial services firms are eager to launch new technology-led initiatives to better understand and engage them. While Forrester believes that investing in new technology platforms and applications is an important ingredient in improving the customer experience, it's not the only one. In fact, without the proper strategic framework, these initiatives will likely fall short of their stakeholders' original expectations. As a key source of technology-led innovation, CIOs have a clear role to play as a partner to the business to help banks more effectively win, serve, and retain their customers. This brief, based on interviews with Malaysia's largest banks, highlights key digital initiatives and provides recommendations to banking CIOs in Malaysia as they develop their business technology agenda.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.