About

The 6th annual Digital CX Awards 2023, is the world’s only program dedicated to recognising pioneering innovation in Digital Customer Experience across the Financial Services ecosystem. The program exists to assess the ever changing need of customers in the digital economy and how financial services organisations, FinTechs and BigTechs are creating new business models through the lens of FinTech and transforming the customer journey across all digital touch points.

Why Digital CX?

Incumbent FSI organisations are being mandated to exponentially increase the number of digitally active customers, together with the number of end-to-end digitally accessible products and services in order to remain relevant in the next 5-10 years. The truth is, we are not even touching the surface of what FinTechs and other digital propositions will be able to offer customers in five years time. Now, more than ever, it is imperative that Banks and Insurance firms deliver exceptional digital experiences through innovative business models and services.

2022 Awards Highlights

Why Nominate

The Digital CX Awards exist to recognise the world’s leading Financial Services Organisations that blend the best technology and innovation with the power of their people to provide a superior customer experience and reinvent their industry.
Although there is a vast focus on Digital, these awards will also recognise outstanding Customer Experience across non-digital and physical channels.
The Digital CX Awards are for futurist BFSI organisations that apply First Principle Thinking to truly innovate and redefine Financial Services, not just iterate on existing innovation.
The world’s leading and most definitive CX awards program exists to recognise cutting-edge Financial Services Organisations that blend the best technology and innovation with the power of their people to provide a superior customer experience.isting innovation.
With co-judges from KPMG, EY, PWC, Deloitte, Forrester and other instrumental subject matter experts– endorsement for winners is globally acclaimed.

Who can apply?

Banks, Insurance and FinTech Organisations that are sincerely putting the customer at the forefront of their business, are those leading the digital evolution, embracing disruption and imbedding themselves into the customer journey.
These are the players that invest heavily into hyper-personalisation using advanced analytics, create products to meet customers’ burning needs and think intelligently to solve day to day customer pain points

The best FSI organisations go beyond digitising their existing businesses and into reinventing their entire industry. These are the very organisations the Digital CX Awards 2023 will recognise and commemorate.

Key Findings

Technology powering the next wave of growth

Intuitively, banks are also looking to expand their digital footprint at their physical branches to complement and ensure consistency of service across channels while optimising their channel strategy. A case in point is Scotiabank’s e-Teller initiative launched in 14 key markets in South America including the Caribbean. The e-Teller system is effectively a screen next to a human teller, where the customer can access his/her account using a biometrics scan and begin to avail in-branch services. In Chile in particular e-Teller was the first to leverage facial recognition enabling customers to avoid having to resort to their physical debit cards or PIN pads in order to gain access.

Streamlining account opening processes by leveraging digital identification

On the account opening and customer onboarding front “Kept” by Krungsri Bank (Thailand) stood ahead of its peers by introducing a simple, speedy, and paperless onboarding experience that is self-service driven. Launched in July, 2020 new-to-bank customers are in a position to open their first digital savings accounts on-the-go within 5 minutes without the requirement of a wet signature as identity verification is completed by leveraging Thailand’s blockchain based National Digital ID infrastructure (NDID).

Reimagining the mobile banking experience to drive customer engagement

Financial institutions realise the importance and value of maintaining customer-focus on a superior digital CX to drive client advocacy. A case in point is Canada’s CIBC that has assiduously incorporated user feedback so that internal project teams overseeing new product launches or service enhancements can finetune as needed. The bank extensively utilises market research, business intelligence and customer reviews & UX research data points and ideation workshops to address challenges in realising successful customer journeys around acquisition, onboarding, servicing, communication and money management .

Developing pandemic- ready solutions

Another critical priority for financial institutions across all markets has been the ability to digitally support customers during the challenging Covid-19 period particularly as businesses and consumers alike struggled with the lockdowns and ensuing waves of the novel coronavirus. A standout is U.S. Bank in the United States that saw an opportunity to service customers effectively through its COVID DIY assistant program platform that handled more than 51 thousand requests via the bank’s online banking and mobile app facilities for its Consumer Loan, Line and Lease customers.

Past Winners

Judges

Apply to be a Judge

Carefully selected external Judges are invited to co-judge The Digital Banker’s award’s due to their extensive experience in executing and advising on major transformation projects for FSI organisations. All TDB co-judges must be subject matter experts and ensure transparency and unbiasedness in adjudication. Keen to be a judge for the Digital CX Awards 2023?

To apply to be a judge for the Digital CX Awards, please contact Nirav Patel on +65 8699 3601 or [email protected]

Past Judges

Participating Institutions

Submission Guidelines

Request Submission Guidelines

Judging Criteria

The Digital Banker - Digital CX Awards 2023 - Judging Criteria

Belief Statement

With co-judges from KPMG, EY, PWC, Deloitte, Forrester and other instrumental subject matter experts– endorsement for winners is globally acclaimed. They are also the world’s most authoritative and transparently judged private wealth awards.

Our judging process follows a numerical and quantitative methodology with specific weighting given to; digital innovation, digital ecosystems, customer experience, financial performance and leadership strategy.

Innovation
Weights 25%
Engagement
Weights 25%
Personalisation
Weights 25%
User Experience
Weights 25%

Why Sponsor?

Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do.

Request Sponsorship Prospectus

    Data Protection

    The information you provide will be held on our database and may be used to keep you informed of our and our associate companies’ products and for selected third party mailings. Please tick the box if you would prefer not to be contacted for these purposes:

    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 awards you can nominate for. Please note,

    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.

    Shopping Cart

    Apply to be a Judge

      Data Protection

      The information you provide will be held on our database and may be used to keep you informed of our and our associate companies’ products and for selected third party mailings. Please tick the box if you would prefer not to be contacted for these purposes:

      Media Kit

        Data Protection

        The information you provide will be held on our database and may be used to keep you informed of our and our associate companies’ products and for selected third party mailings. Please tick the box if you would prefer not to be contacted for these purposes:

        The Digital Banker Summit

        Moving on from FTX: is 2023 the year of CBDCs?

        Indonesia, Jakarta

        Thailand, Bangkok

        Philippines, Manila

        Contact Us

          Data Protection

          The information you provide will be held on our database and may be used to keep you informed of our and our associate companies’ products and for selected third party mailings. Please tick the box if you would prefer not to be contacted for these purposes:

          Request Nomination Pack

            Data Protection

            The information you provide will be held on our database and may be used to keep you informed of our and our associate companies’ products and for selected third party mailings. Please tick the box if you would prefer not to be contacted for these purposes:

            Registration Form

              Data Protection

              The information you provide will be held on our database and may be used to keep you informed of our and our associate companies’ products and for selected third party mailings. Please tick the box if you would prefer not to be contacted for these purposes:

              Registration Form

                Data Protection

                The information you provide will be held on our database and may be used to keep you informed of our and our associate companies’ products and for selected third party mailings. Please tick the box if you would prefer not to be contacted for these purposes:

                Registration Form

                  Data Protection

                  The information you provide will be held on our database and may be used to keep you informed of our and our associate companies’ products and for selected third party mailings. Please tick the box if you would prefer not to be contacted for these purposes:

                  Registration Form

                    Data Protection

                    The information you provide will be held on our database and may be used to keep you informed of our and our associate companies’ products and for selected third party mailings. Please tick the box if you would prefer not to be contacted for these purposes:

                    Registration Form

                      Data Protection

                      The information you provide will be held on our database and may be used to keep you informed of our and our associate companies’ products and for selected third party mailings. Please tick the box if you would prefer not to be contacted for these purposes:

                      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.

                      Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur. 

                      Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur. Excepteur sint occaecat cupidatat non proident, sunt in culpa qui officia deserunt mollit anim id est laborum.

                      Request Nomination Pack

                      [contact-form-7 404 "Not Found"]