25 April 2024 | Marina Bay Sands, Singapore

About

The Digital CX Awards, organised by The Digital Banker, exist to honour and celebrate the world’s preeminent and ground-breaking financial service institutions and their distinguished leadership contribution to digitally based customer experiences and journeys.

The Digital Banker Awards are accolades of excellence and distinction, attributed to outstanding players; and provides unbiased and objective benchmarks for the global industry. Digital CX Awards is the world’s only assessment program dedicated to recognising excellence in Digital Customer Experience (CX) across the financial services landscape. 

These awards celebrate the world’s most cutting-edge financial service providers that are pioneering unrivalled standards and capabilities and transforming the industry by setting new milestones in digital transformation to deliver a superior and consistent customer experience across all lines of business.

2024 Awards Highlights

Why Nominate

Having accelerated its digital transformation and product innovation journeys in recent years, the financial services industry has sought to continually improve the delivery of digital experiences in line with customer expectations.

Taking cognizance of rapid disruptions across the landscape has forced service providers to rethink current business models and reimagine customer journeys to ensure that a more relevant, personalised and tailored approach is assumed. The continued penetration of digital devices worldwide has also necessitated banks to build engagements that are effective, organic and relatable with customers.

Banks now have access to immeasurable data-points that can be leveraged to enhance customer engagement and are under pressure from disruptors and new entrants alike who are actively growing in terms of balance sheet, market share and customer base.

Now, more than ever, it is imperative that financial service firms deliver exceptional digital experiences through innovative business models and services.

Who can apply?

The Digital CX Awards program is open to the financial services landscape across numerous lines of business. We invite nominations from retail banks, SME banks, wealth managers, private banks, wholesale banks, insurance organisations and FinTech companies. 

If you identify your organisation and/or professionals as industry leaders that are pushing boundaries and championing best in class innovation across Digital CX – we welcome you to send in your nominations.

Past Winners

Best Digital CX – Account Opening and Customer Onboarding (Retail Banking)
Winner
Best Digital CX – Account Opening and Customer Onboarding (Retail Banking)
Highly Acclaimed
Best Digital CX – Account Opening and Customer Onboarding (Retail Banking)
Highly Acclaimed
Outstanding Digital CX – Bank Cards (Retail Banking)
Winner
Outstanding Digital CX – Bank Cards (Retail Banking)
Highly Acclaimed
Outstanding Digital CX – Internet Banking (Retail Banking)
Winner
Outstanding Digital CX – Loans (Retail Banking)
Winner
Outstanding Digital CX – Loans (Retail Banking)
Highly Acclaimed
Outstanding Digital CX – Loans (Retail Banking)
Highly Acclaimed
Outstanding Digital CX – Mobile Banking (Retail Banking)
Winner
Outstanding Digital CX – Mobile Banking (Retail Banking)
Highly Acclaimed
Outstanding Digital CX – Mobile Banking (Retail Banking)
Highly Acclaimed
Outstanding Digital CX – Mortgage Product
Winner
Outstanding Digital CX – Payments
Winner
Outstanding Innovation in Digital CX – Fixed-Income
Winner
Best Digital CX – Account Opening and Customer Onboarding (Wealth Management)
Winner
Best Wealth Manager – Digitally Empowering RMs
Winner
Best Wealth Manager – Digitally Empowering RMs
Highly Acclaimed
Outstanding Digital CX – Internet Banking (Wealth Management)
Winner
Outstanding Digital CX – Mobile Banking (Wealth Management)
Winner
Outstanding Hybrid CX in Wealth Management
Winner
Outstanding Innovation in Digital CX – Equities
Winner
Outstanding Innovation in Digital CX – Equities
Highly Acclaimed
Outstanding Innovation in Digital CX – FX Solution
Winner
Outstanding Innovation in Digital CX – FX Solution
Highly Acclaimed
Outstanding Robo Advisory Solution
Winner
Outstanding Transformation in Digital CX by a Wealth Manager
Winner
Outstanding Digital CX – Bank Cards (Wholesale/Transaction Banking)
Winner
Outstanding Digital CX – Cash Management Platform
Winner
Outstanding Digital CX – Cash Management Platform
Highly Acclaimed
Outstanding Digital CX – Cash Management Platform
Highly Acclaimed
Outstanding Digital CX – Payments and Collection Services
Winner
Outstanding Digital CX – Trade Finance Initiative
Winner
Best Customer Experience – ATM
Winner
Best Customer Experience via Mobile and Internet Banking
Winner
Best Digital CX – Social Channels
Winner
Best Hybrid Customer Experience – Branch
Winner
Best Hybrid Customer Experience – Branch
Highly Acclaimed
Best Hybrid Customer Experience – Branch
Highly Acclaimed
Best Customer Experience – Metaverse
Highly Acclaimed
Excellence in Omni-Channel Customer Experience
Winner
Excellence in Omni-Channel Customer Experience
Highly Acclaimed
Excellence in Omni-Channel Customer Experience
Highly Acclaimed
Excellence in Omni-Channel Customer Experience – Digital Bank
Winner
Best Digital Bancassurance
Winner
Best Digital CX – Account Opening and Customer Onboarding (Insurance)
Winner
Best Digital CX – Claims
Winner
Best Digital CX – Claims
Highly Acclaimed
Best Digital CX – Underwriting
Winner
Best Digital General Insurance
Winner
Best Digital Insurance Product for CX
Winner
Best Digital Life Insurance
Winner
Best Digital Life Insurance
Highly Acclaimed
Outstanding Digital CX – Bancassurance
Winner
Outstanding Digital CX – General Insurance
Winner
Outstanding Digital CX Transformation in Insurance
Winner
Outstanding Digital CX Transformation in Insurance
Highly Acclaimed
Outstanding Digital CX Transformation in Insurance
Highly Acclaimed
Best InsurTech for Digital CX
Winner
Best LendTech for Digital CX – Personal Finance
Winner
Best PayTech for Digital CX – Cross Border Payments
Winner
Outstanding Digital CX in Banking App/Platform
Winner
Outstanding Digital CX in Banking App/Platform
Highly Acclaimed
Outstanding Digital CX in FX Services
Winner
Best Customer Loyalty Program for Digital CX – Insurance
Winner
Best ESG Linked Loyalty Program for Digital CX
Winner
Best Retail Consumer Loyalty Program for Digital CX
Winner
Excellence in Digital CX Loyalty Innovation
Winner
Most Improved Customer Loyalty Program for Digital CX
Winner
Best Customer Insights Initiative
Winner
Best Customer Insights Initiative
Highly Acclaimed
Best Customer Insights Initiative – Corporate Banking
Winner
Best Customer Insights Initiative – Insurance
Winner
Best CX Business Model
Winner
Best CX Business Model
Highly Acclaimed
Best Use of Customer Feedback
Winner
Best Use of Customer Feedback – Digital Bank
Winner
Excellence in Customer Service Innovation
Winner
Excellence in Customer Service Innovation
Highly Acclaimed
Excellence in Next-Gen Customer Satisfaction
Winner
Excellence in Next-Gen Customer Satisfaction
Highly Acclaimed
Excellence in Next-Gen Customer Satisfaction – Insurance
Winner
Outstanding CX in Digital Sales Strategy
Winner
Outstanding Digital CX Strategy – Overall
Highly Acclaimed
Outstanding Digital CX Insurance Strategy – Overall
Winner
Outstanding Use of Digital Channels for Improved CX
Winner
Outstanding Use of Digital Channels for Improved CX
Highly Acclaimed
Outstanding Use of Digital Channels for Improved CX – Payments
Winner
Outstanding Use of Digital Channels for Improved CX – Investments
Winner
Best Cloud Initiative for Digital CX
Highly Acclaimed
Best Cloud Initiative for Digital CX – Insurance
Winner
Best Cloud Initiative for Digital CX – Insurance
Highly Acclaimed
Best Technology Implementation for Digital CX
Winner
Best Technology Implementation for Digital CX
Highly Acclaimed
Best Use of AI for Customer Experience
Winner
Best Use of Data and Analytics for CX
Winner
Best Use of Data and Analytics for CX
Highly Acclaimed
Best Use of Data and Analytics for CX – Insurance
Winner
Best Use of Gen AI for Customer Experience
Winner
Best Use of Technology for Customer Experience – Overall
Winner
Best Use of Technology for Customer Experience – Overall
Highly Acclaimed
Best Use of Technology for Customer Experience in Insurance – Overall
Winner
Best Use of Technology for Customer Experience in Wealth Management – Overall
Winner
Best Use of Technology for Customer Experience in Auto Finance – Overall
Winner
Outstanding Blockchain Initiative for Customer Experience
Winner
Outstanding Chatbot Customer Experience
Winner
Outstanding Chatbot Customer Experience
Highly Acclaimed
Outstanding API Initiative for Customer Experience
Winner
Best Use of Technology for Customer Experience in Wholesale/Transaction Banking – Overall
IndusInd Bank Limited
Winner
Best Cloud Initiative for Digital CX by a Vendor
Winner
Best Digital CX Partner – SME Bank
Winner
Best Omni-Channel Digital CX Solution
Winner
Best Digital CX Partner – Wealth Management/Private Banking
Winner
Best B2B Payments Solution by a Vendor
Winner
Outstanding Platform Implementation for Digital CX
Winner
Outstanding Platform Implementation for Digital CX
Highly Acclaimed
Best Digital Bank for CX in Hong Kong
Winner
Best Digital Bank for CX in Malaysia
Winner
Best Digital Bank for CX in the Philippines
Winner
Best Digital Bank for CX in Singapore
Winner
Best Digital Bank for CX in Taiwan
Winner
Best Digital Bank for CX in UAE
Winner
Best Insurance Provider for Digital CX in the Philippines
Winner
Best Insurance Provider for Digital CX in Saudi Arabia
Winner
Best Private Bank for Digital CX in Thailand
Winner
Best Retail Bank for Digital CX in Australia
Winner
Best Retail Bank for Digital CX in China
Winner
Best Retail Bank for Digital CX in Hong Kong
Winner
Best Retail Bank for Digital CX in Indonesia
Winner
Best Retail Bank for Digital CX in Mongolia
Winner
Best Domestic Retail Bank for Digital CX in Singapore
Winner
Best International Retail Bank for Digital CX in Singapore
Winner
Best Retail Bank for Digital CX in Taiwan
Winner
Best Retail Bank for Digital CX in Thailand
Winner
Best Retail Bank for Digital CX in UAE
Winner
Best Wealth Manager for Digital CX in India
Winner
Best Wealth Manager for Digital CX in Brunei
Winner
Best Wealth Manager for Digital CX in the Philippines
Winner
Best Wealth Manager for Digital CX in Korea
Winner
Best Wholesale/Transaction Bank for Digital CX in Hong Kong
Winner
Best Wholesale/Transaction Bank for Digital CX in India
Winner
Best Wholesale/Transaction Bank for Digital CX in Taiwan
Winner
Best Wholesale/Transaction Bank for Digital CX in the United States
Winner
Best Digital Bank for CX in Asia-Pacific
Winner
Best Digital Bank for CX in South-East Asia
Winner
Best Digital Bank for CX in the Middle East
Winner
Best Insurance Provider for Digital CX in the Middle East
Winner
Best Private Bank for Digital CX in South-East Asia
Winner
Best Retail Bank for Digital CX in Greater China
Winner
Best Wholesale/Transaction Bank for Digital CX in Greater China
Winner
Best Institution for Digital CX
Winner
Best Institution for Digital CX – Digital Bank
Winner
Outstanding Implementation of Digital CX Initiative by a Team
Winner
CX Professional of the Year – Lito Villanueva
Winner
Best Digital CX – Account Opening and Customer Onboarding (SME Banking)
Winner
Outstanding Digital CX – Mobile Banking (SME Banking)
Winner
Outstanding Product Innovation in Digital CX
Winner
Outstanding Product Innovation in Digital CX
Highly Acclaimed
Best Private Bank for Digitally Empowering RMs
Winner
Outstanding Digital CX – Mobile Banking (Private Banking)
Winner

Judges Past & Present

Judging Criteria

Shortlisted nominees are selected on the qualitative and quantitative depth of their nominations. The Digital Banker research team will shortlist four institutions or individuals per category, which will then be put to our impartial panel of expert judges who will undertake a rigorous audit type process to carefully select the winners.

We use a proprietary, numerical & qualitative scoring methodology which is applied to all submissions and augmented by assessment in: Innovation, Engagement, Personalisation and User Experience keeping the focus on the broader digital ecosystem the institution has built to date.

FAQs

Do I Have to Submit a Nomination?

All awards participants are required to submit nominations through The Digital Banker’s online submission portal. The portal is where you will find the questions that need to be answered in order to be considered in the current year’s program. Institutions will be unable to participate in our awards programs without a fully complete submission(s).

Can One Project/Initiative Be Considered for Multiple Awards?

You may nominate one project or initiative across numerous awards. Please note however, these submissions are likely to compete with one and other. You must submit separate entries for each award.

Are There Any Costs Involved in Making A Submission?

There are no costs involved in making a submission.

May I Submit More Than One Nomination?

The Digital Banker does not place a limit on the number of submissions per institution. Please be aware that multiple submissions by a single organisation for a single category will compete with each other. A separate submission is required for each category.

If I cannot Access The Judging Portal, May I Submit My Entries Via Email?

If your institution has firewall restrictions and you are unable to submit entries via our portal, you may request for the PDF questionnaire.

Contact Us

For further information, please contact The Digital Banker Awards Team at [email protected].

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                  The world’s preeminent Private Banks and Wealth Managers are demonstrating a committed drive in innovation, advisory, new products and services to meet the sophisticated needs of their clients.

                  COVID-19
                  Amid economic activity revival on the back of the Covid-19 vaccine program, organisations moving from business continuity plans to stable working environments, together with the slightest improvement in unemployment numbers, forced the world to adjust to new realities. Coming to terms with the “new normal”, global investors are now on the look-out for attractive and stable investment opportunities.

                  Needs of Private Wealth customers and families worldwide have drastically changed due to the pandemic and banks have had to accelerate efforts to deploy a multi-channel service strategy and safeguard clients’ businesses and wealth against negative impacts of economic uncertainly.

                  The Global Private Banking Innovation Awards will recognise the world’s best private banks, wealth managers and asset managers that are championing innovation across advisory, service, products, customer experience and more.

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