In this episode of the Deep Banking podcast, Martin Frick, CEO of Moneythor, is joined by Francis Chiu from BDO to discuss how banking is evolving as customer expectations shift rapidly.
The conversation explores the rise in digital demand, the changing needs of Gen Z and Gen Alpha, and how banks can remain relevant while balancing physical presence with seamless digital experiences. Francis also shares how BDO is thinking about loyalty, competition from fintechs and wallets, and the role of data and AI in delivering more engaging customer experiences.
What you’ll learn:
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How customer expectations are changing
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Why Gen Z and Gen Alpha require more nuanced segmentation
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How banks can build loyalty in the face of fintech competition
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BDO’s approach to AI, hyper-personalisation, and conversational banking
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Why culture and strong foundations matter as much as technology
A practical conversation for anyone navigating digital innovation and customer engagement in retail banking.