Chief Executive Officer
Bank of Ceylon
Y. A. Jayathilaka is the Chief Executive Officer of Bank of Ceylon, Sri Lanka’s largest and most trusted state-owned commercial bank. A visionary leader with a strong track record in transformation and innovation, he has played a key role in advancing the bank’s digital evolution.
He has led several pioneering initiatives that have enhanced customer experience, expanded financial accessibility, and modernized banking services across the country. Under his leadership, the bank continues to drive its strategic focus on digital transformation, operational excellence, sustainability, and customer-centric innovation.
His leadership emphasizes the use of technology to build a more inclusive and future-ready banking ecosystem, reinforcing Bank of Ceylon’s position as a leading institution in the region.
Solution Owner: Digital Money Manager
Standard Bank
Shené Mothilal is an AI-driven digital product leader with 12+ years of experience in retail and business banking. She founded Standard Bank’s Digital Money Manager, a personal financial management solution enhancing how customers engage with their finances.
She leads cross-functional teams to deliver AI-powered features, driving over 850,000 installs, 42% annual growth, and 90% increase in engagement. The solution has gained global recognition, including awards from The Digital Banker and Qorus, and a Top 9 global ranking in AI & Analytics.
Shené is a speaker at the Digital Banker CX Summit 2026 and advocates for scalable, customer-centric digital innovation in banking.
Founder
Write Track
Rashmi Kumar is a writer, editor and moderator with close to 15 years of experience covering Asia’s financial markets. Since 2023, she has worked as an independent editorial consultant, writing for groups like Mergermarket and Euromoney, producing thought leadership reports and articles for agencies, partnering with Temenos on content, and consulting for the Asian Development Bank. Her expertise spans capital markets, investment banking, private banking and wealth management, private equity, M&A, digital banking and sustainability.
Director, BMO Virtual Connect Analytics and Performance Solutions
Bank of Montreal
Head of Strategic Customer Experience & Relations
Agrobank Malaysia
Head of Digital Transformation, Group Bancassurance
Standard Chartered
Dr Karan Srivastava is a senior digital delivery leader at Standard Chartered, responsible for driving the digital enablement and execution of bancassurance and protection initiatives across Asian markets. His work spans health, insurance, and digital advisory, with a focus on translating business propositions into scalable, humancentred digital journeys through platform modernisation, ecosystem partnerships, and datadriven design. Karan brings a strong foundation in insurance and actuarial disciplines to bridge strategy, risk understanding, and digital execution. He works closely with teams across the network, business product owners, and partners to deliver trusted, practical customer experiences that improve accessibility, relevance, and longterm engagement.
Partner, Financial Services Consulting
KPMG
Feargal De Burca is a Partner in KPMG in Singapore’s Financial Services Consulting practice. He has 25 years of experience in financial services, specialising in technology strategy, market solutions, and technology-enabled transformation. His background spans both industry and consulting, including front office pricing and risk technology roles, as well as the delivery of transformation programmes across operations, risk, treasury, and front office functions.
Feargal has deep expertise in technology operations, vendor platforms, and programme delivery. He leads KPMG’s FinTech scale-up programme in Singapore, supporting the adoption.
Principal Analyst APAC
Forrester
Tom is Forrester’s principal analyst, serving digital business strategy and CX professionals across the globe. His work mainly focuses on customer-centric, trust-building digital strategies that drive measurable value and competitive differentiation. Tom is known for his deep subject matter expertise in financial services, including digital wealth management, government and public sector, aviation, telecommunications, and professional services. As part of his role, Tom publishes industrywide global ratings and benchmarks, investigative case studies, technical frameworks, and evaluative research about emerging technologies such as AI that shape important trends for business and technology leaders.
Director
Alvarez & Marsal
Marie Bush is a Director at A&M in Hong Kong with over 15 years of experience in strategy, governance, and digital transformation across Asia. She previously spent seven years at HSBC, where she led global digital platform governance for a $250M portfolio and delivered an award-winning customer experience (CX) strategy across 14 markets. Her expertise spans digital delivery, portfolio management, CX strategy, and organisational transformation, including implementing NPS frameworks, optimising vendor models, and driving large-scale operating model changes. Marie is known for translating executive vision into measurable outcomes, improving customer insights, and delivering complex programmes on time and within budget.
As the Chief Digital Commercialisation Officer, Fred Lim is at the forefront of the Bank’s ambitious drive to empower aspiring consumers and entrepreneurs in the markets it operates.
Fred is a visionary leader dedicated to transforming financial services through digital innovation, whether it involves architecting a pioneering digital bank or revolutionising established retail and SME banking ecosystems. This inherent drive fuels his strategic leadership in implementing digital-first business models and championing financial inclusion across SEA.
Head of Customer Experience and Digital Marketing
Income Insurance
Head of Platforms, Journeys & Financial Planning SEA
HSBC
Mahalakshmi heads the Wealth Platforms, Journeys, and Financial Planning team at HSBC Singapore. She leads the delivery of wealth platforms, customer journeys and financial planning, driving the implementation of HSBC’s wealth strategy through client-centric digital and RM-assisted solutions. She focuses on wealth transformation, customer journey optimisation, and strong governance to deliver excellent end to end RM and customer experience for their retail and affluent clients across Singapore and international markets.
Chief Technology Officer
ANEXT Bank
Senior Vice President
Bank Simpanan Nasional
Lolitta Suffian is a customer experience leader with 23+ years of cross-industry experience. She is currently Senior Vice President of Customer Experience at Bank Simpanan Nasional (BSN), where she drives financial inclusion by improving access to banking for underserved communities.
With a background in creative arts and visual storytelling, Lita is known for turning complex customer journeys into intuitive, human-centred experiences powered by technology and empathy. She leads the transformation of customer touchpoints at BSN, advocating for responsible use of automation and AI while preserving human connection.
A 2024 WeQual Award APAC winner, she blends data, design thinking, and empathy to build trust, dignity, and meaningful customer relationships.
Head of Strategy & Operations – Singapore
Revolut
Ashley Thomas has been leading the Strategy & Operations team for Revolut Singapore since June 2021.
With over 12 years of experience, Ashley is responsible for launching new products and spearheading the overall strategy for Revolut in Singapore. She also oversees the overall operations of Revolut Singapore.
Prior to joining Revolut, Ashley has held Management Consulting roles at Kearney and Bain Nordic. She has also spent time at one of the world’s largest ride-hailing companies, Ola, launching one of their key businesses.
Ashley holds a Master of Business Administration (MBA) from INSEAD
Head of Design & Customer Experience
Trust Bank
Chief Information Officer
Maybank
With over 20 years of experience, Ravi has held leadership roles in financial services, digital transformation, and fintech, including at OCBC. He holds an MBA from University of Oxford, UK, and a Bachelor’s degree in Computer Science from University of Pune, India.
Senior MD and Head of Group Customer Experience, Group Strategy
CIMB
Manpreet is an award-winning CX leader and CCXP with a strong track record in building and delivering customer experience solutions across local and international markets. She specialises in CX strategy, UI/UX, and digital transformation with full P&L responsibility in diverse and complex environments. As the pioneer and Head of Group Customer Experience at CIMB Bank, she has driven a customer-led culture, spearheaded digital transformation initiatives, and enhanced journey optimisation, continuous improvement, and measurement frameworks. Her previous leadership roles include positions at Maybank, HSBC, and ABN AMRO. Recognised as one of the Top 10 Business Leaders by CXO Outlook (2022), Manpreet brings an unwavering passion for CX and serves on the CXPA Regional Council, in addition to being a member of ICDM.
Head of Digital and Innovation for International Wealth and Premier Banking
HSBC Singapore
Head of Digital Assisted Platforms
Citi
Group Chief Information Officer
Standard Chartered
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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