Brief: Malaysian Banks Brace Themselves For Digital

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.