For banking giant CIMB, Singapore is undoubtedly one of its most important markets in the ASEAN region, with over 1,000 employees serving more than 500,000 customers across consumer, commercial, wholesale, transaction banking products and services.
Among CIMB Singapore’s suite of banking products and solutions, the CIMB Personal Loan (P Loan) stands out. Designed to empower customers with quick and convenient access to unsecured financing, P Loan enables customers to complete digital applications seamlessly in under three minutes, with instant approval and loan disbursement occurring within seconds of submission.
For this, the bank clinched the award for ‘Outstanding Digital CX – Loans’ at the Digital CX Awards 2025 by The Digital Banker.
Driving success through the right partnerships
Recognised as a key product for CIMB Singapore, P Loan was among the first to offer a fully digital journey—transforming the customer experience by eliminating the need for branch visits or manual intervention. Applicants can now self-serve with ease, enjoying the freedom to apply for a loan anytime, anywhere—even on public holidays and weekends—without relying on physical assistance.
To deliver this seamless experience, the bank leveraged cutting-edge technology, adopting a highly customised smart lending platform to ensure a smooth loan origination process. It also partnered with a technology consultancy to power backend operations. These systems are securely hosted and integrated within a cloud infrastructure, ensuring reliability and scalability.
P Loan’s key features include seamless application through SingPass (a digital identity for Singapore residents), which eliminates manual form filling and documents upload, while enhancing identity protection and security. It also accepts new-to-bank customers without requiring them to open an account with the bank, fostering a more inclusive experience. Additionally, CIMB P Loan offers tailored interest rates based on an individual’s financial profile and provides flexible options for adjusting loan tenure.
CIMB Singapore’s investment in technology, automation and digital engagement reflects its commitment to evolving with customers’ needs and staying competitive in a dynamic market. By revolutionising P Loan, the bank built a blueprint for how innovation can simultaneously drive operational efficiency and deliver exceptional customer satisfaction—an achievement that underpins CIMB Singapore’s award recognition.
Transforming customer engagement in modern banking
With CIMB Singapore operating as a single branch, its EVA Chatbot has emerged as a key alternative touchpoint for customers—complementing its Clicks mobile app and internet banking platform.
Originally launched during the pandemic to support SME clients with fast and secure banking, EVA has since evolved into a versatile digital assistant. CIMB Singapore continues to enhance EVA’s capabilities with customer-centric innovations, including appointment booking and live rate alerts.
Over the last year, EVA’s capabilities have pivoted to also support the Bank’s back-end operations. The team harnesses Generative AI to develop an automated email-generation feature that accelerates responses to customers. By building a robust knowledge repository, CIMB Singapore empowers EVA to perform more “human tasks”—efficiently retrieving answers to queries of simple to moderate complexity. Safeguards are also in place to ensure the integrity and security of the information.
In addition, EVA analyses the sentiment and context of customer enquiries, ensuring responses are not only swift but also empathetic, personalized, and attuned to the customers’ emotional states and needs. This marks a significant advancement over traditional AI implementations, which primarily focus on operational efficiency.
Customers have significantly benefited from the deployment of this bot, thanks to its ability to deliver personalized responses, maintain a consistent and empathetic tone, and provide fast, accurate, and reliable information—ultimately enhancing the bank’s overall service quality.
For this, the bank received high acclaim from The Digital Banker, under the category: ‘Outstanding Chatbot Customer Experience’.
