In the last few years, banks have stepped up their investments in digital capabilities in response to increasing customer demand for online access and the availability of new technical capabilities such as data analytics, cloud and Artificial Intelligence, and a more open regulatory environment.
As fewer people visit bank branches and more Malaysians are banking online, digital accessibility and connectivity in financial services takes centre stage.
COVID-19 has been an important catalyst and has done more than any other event to drive digital usage in Malaysia. In the space of just a few weeks, individuals and businesses have had to replace face-to-face interaction with remote and digital channels.
The ongoing COVID-19 pandemic has meant that businesses are being challenged to rethink how day-to-day activities are conducted. Whilst financial services are essential services and are operating amidst the Movement Control Order (MCO) in Malaysia, there has been a significant shift in how customers are being served during this period.
In this blog, we’ll be reflecting on how changing consumer behaviour (with the introduction of eSIM) will impact the ecosystem of telecommunications service providers.
Don’t be embarrassed, few people actually know what an embedded SIM is
