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Standard Chartered Hong Kong leads with Best International Retail Bank for Digital CX

Download the press release here: Standard Chartered PR

Standard Chartered Hong Kong was named Best International Retail Bank for Digital CX – Hong Kong SAR, China at the Digital CX Awards 2026, alongside fourteen other honours celebrating its leadership in digital client experience.

Standard Chartered Bank (Hong Kong) Limited (“Standard Chartered Hong Kong”) has been awarded Best International Retail Bank for Digital CX – Hong Kong SAR, China and several more awards at the Digital CX Awards 2026, a distinction that reflects its outstanding achievements in digital transformation, client engagement and technological innovation.

Best International Retail Bank for Digital CX-Hong Kong SAR, China

The Bank has invested heavily in technology and digital transformation in recent years. These investments have delivered tangible results, driving significant growth across retail and wealth management segments. By September 2025, digital revenue, wealth digital sales, and digital transactions all recorded strong year-on-year growth, alongside solid expansion in retail revenue.

The Bank’s SC Mobile app has become a cornerstone of its digital ecosystem, attracting strong traction of monthly active users and sustaining a strong Client satisfaction rating. Engagement has been further enhanced through gamification, with initiatives such as the “scratch-and-win” campaign’s massive success, which prompted client engagements on SC Mobile to redeem digital scratch cards to win prizes.

The launch of the Wealth 4-in-1 process offers clients an alternative to visiting branches and accelerating new-to-wealth conversions. With remote onboarding journeys streamlined to boost Priority Banking upgrades through simplified digital process. The Online Structured Products (OSP) platform shopping cart also significantly boosted both client experience and relationship manager (RM) productivity.

The bank has also positioned itself at the frontier of future finance. In 2025, it partnered with Animoca Brands and HKT to form a joint venture to apply for HKMA’s stablecoin issuer licence, completed Phase 2 of the e-HKD pilot with BlackRock, Mastercard and Libeara, and enabled crypto ETF trading for affluent clients. Its GenAI-powered Mortgage Memo Generator also reduced processing time for the bank to decide whether to offer a mortgage loan for a specific property development, maximising operational efficiency.

These achievements have reinforced Standard Chartered Hong Kong’s leadership in Hong Kong’s financial landscape. With affluent and wealth growth, affluent acquisition, and managed investments AUM gaining substantive rises, the Bank has demonstrated its ability to combine strategic foresight with cutting-edge digital innovation.

Standard Chartered Hong Kong was also honoured with several more awards at the Digital CX Awards 2026, recognising the bank’s leadership in digital client experience, hybrid advisory, generative AI and inclusive digital investing. The Bank’s digital client experience strategy aims to create an intelligent, advisory-led and hyperpersonalised wealth ecosystem that connects digital and human touchpoints seamlessly. The Chief Investment Officer (CIO) content engine plays a central role by delivering timely insights that guide clients from discovery to deeper engagement, strengthened in 2025 through deep links and prepopulated RM prompts.

The awards reflect the bank’s sustained momentum, record financial performance in wealth and retail channels, and a clear focus on governed, client-centric digital innovation. In 2025 the bank delivered record growth across products and channels, and introduced GenAI-powered advisory tools that materially improved frontline productivity and client engagement.

Best Structured Product Platform 

Standard Chartered Hong Kong’s Online Structured Products (OSP) platform is a scalable, cloud-native, multi-dealer ecosystem that integrates open-architecture sourcing, automated suitability checks, and real-time order integration. It reduces transaction times, enables 24/7 mobile access across asset classes, and delivers transparent pricing with end-to-end digital execution. By uniting advisory, execution, and financing in one seamless journey, OSP reimagines structured investments as a compliant, future-ready platform that empowers clients with speed, accessibility, and confidence.

Outstanding Digital CX – Mobile Banking – East Asia [Highly Acclaimed] 

The SC Mobile app and wealth ecosystem drive productivity and client outcomes, supported by three years of strong financial results on wealth income. GenAI-powered myWealth automates personalised communications, reducing preparation time and enabling advisers to focus on high-value interactions. Carefully designed layouts guide clients from discovery to action, with deep links and RM prompts improving conversion.

Outstanding Hybrid CX in Wealth Management 

The bank blends digital and human advisory to deliver seamless hybrid journeys for affluent clients. Data signals across portfolios and transactions personalise recommendations at scale, while the myRM omni-advisory hub consolidates interactions for efficiency and transparency. CIO content provides timely market views and event-driven updates, strengthening personalisation and outcomes.

Outstanding Transformation in Digital CX by a Wealth Manager – East Asia 

Advisory, fulfilment, and learning were integrated into a unified ecosystem, enhanced in 2025 with GenAI-enabled myWealth to boost RM productivity. Data-led segmentation improved relevance, while governance frameworks ensured trust and sustainable expansion.

Best Use of Customer Feedback – Hong Kong SAR, China 

Client feedback drove the redesign of the Invest Tab, which now delivers personalised insights, bite-sized education, and seamless discovery-to-action journeys. Engagement, usability, and confidence have increased, with ongoing feedback loops refining the experience further.

Best Wealth Manager – Digitally Empowering RMs – East Asia 

Relationship Managers were equipped with digital tools that amplify advisory impact and client reach. CIO content delivers timely insights, myRM provides a unified workspace, and GenAI-powered myWealth automates draft communications, improving efficiency and enabling deeper client engagement.

Best Use of GenAI for Customer Experience – Hong Kong SAR, China 

GenAI enhances client communications and advisory productivity through myWealth Advisor, which automates personalised investment drafts. A human-in-the-loop model ensures accuracy and compliance, with planned enhancements expanding functionality while maintaining governance standards.

Best Portfolio Insights and Actionable Nudges – Hong Kong SAR, China 

Data and AI deliver timely portfolio insights and nudges tailored to client risk profiles and market conditions. The Invest Tab and CIO content engine provide bite-sized education and contextual offers, while myRM and OSP ensure discovery flows into execution. By combining analytics, content, and execution, the bank empowers clients to act with confidence and make informed decisions.

Outstanding Use of Digital Channels for Improved CX – Hong Kong SAR, China [Highly Acclaimed] & Outstanding CX in Digital Sales Strategy – Hong Kong SAR, China 

The Bonus Saver campaign transformed everyday banking into an engaging, rewarding ecosystem that strengthened loyalty and deposit growth. Real-time reward tracking within SC Mobile, gamification, and behavioural personalisation boosted participation, payroll enrolment, and account balances. Its mission-based design and integrated servicing positioned the bank as a forward-thinking partner driving sustainable growth.

Outstanding Use of Digital Channels for Improved CX – Hong Kong SAR, China 

SC Invest simplified the mutual fund journey with a digital-only platform integrating search, profiling, and subscription into a seamless mobile flow. Targeting younger investors, it lowered entry barriers and significantly increased online unit trust sales, with strong uptake among first-time investors aged 40 or below.

Best Digital General Insurance – Hong Kong & Outstanding Digital CX – General Insurance – East Asia 

The bank introduced personal cyber insurance through the Allyz Cyber App, offering tailored protection with safe browsing alerts, ID monitoring, and anti-virus features. Complimentary coverage for new credit card holders built trust and engagement. In travel insurance, personalised digital features such as Save Companion, auto-fill, and itinerary sharing improved convenience, accuracy, and security, creating a seamless and client-centric experience.

Excellence in Omni‑Channel Customer Experience – Hong Kong SAR, China

Standard Chartered Hong Kong transformed the traditional time deposit renewal journey into a highly personalised, seamless, and data‑driven experience. By integrating Real-Time Interaction Management (RTIM) technology, intelligent pricing models, and omni‑channel engagement, the bank delivered tailored renewal offers that boosted convenience, retention, and satisfaction. The initiative achieved impressive rollover and retention rates, reflecting the strength of its proactive engagement and micro‑segmentation strategy. Its commitment to continuous enhancement, inclusive digital accessibility, and client‑centric innovation positions the solution as a benchmark for next‑generation deposit banking experiences.

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