RECENT STORIES:

Addressing digital sovereignty in a data-driven world
Hidden “personas” in GenAI LLMs raise hopes (and doubts) about future ...
Seven practical steps to align executives and IT on data resilience  
NaaS Technology Inc. Received Nasdaq Notification Regarding Minimum Ma...
The 6th Qingdao Multinationals Summit closes, with $5.93b deals for 40...
QMMM Announces Pricing of $8 Million Public Offering of Ordinary Share...
LOGIN REGISTER
DigiconAsia
  • Features
    • Featured

      Does ROI really matter in AI?

      Does ROI really matter in AI?

      Thursday, June 19, 2025, 2:57 PM Asia/Singapore | Features
    • Featured

      Reinventing insurance IT: A case study in digital transformation

      Reinventing insurance IT: A case study in digital transformation

      Friday, June 13, 2025, 11:22 AM Asia/Singapore | Features, Newsletter
    • Featured

      Siemens Digital Industries Software users share their transformation journeys

      Siemens Digital Industries Software users share their transformation journeys

      Thursday, June 5, 2025, 4:27 PM Asia/Singapore | Case Studies, Features, Newsletter
  • News
    • Featured

      Hidden “personas” in GenAI LLMs raise hopes (and doubts) about future alignment fixes

      Hidden “personas” in GenAI LLMs raise hopes (and doubts) about future alignment fixes

      Sunday, June 22, 2025, 7:06 PM Asia/Singapore | News
    • Featured

      Mitigating high inflation with high tech: Fairprice Group (Singapore) taps cloud and AI

      Mitigating high inflation with high tech: Fairprice Group (Singapore) taps cloud and AI

      Friday, June 20, 2025, 11:23 AM Asia/Singapore | Case Studies, News
    • Featured

      Zuno General Insurance blazes new trails in reforming driver behavior in India

      Zuno General Insurance blazes new trails in reforming driver behavior in India

      Friday, June 20, 2025, 11:08 AM Asia/Singapore | Case Studies, News, Newsletter
  • Perspectives
  • Tips & Strategies
  • Whitepapers
  • Awards 2023
  • Directory
  • E-Learning

Select Page

Case Studies

RHB Bank expands experience management for greater CX proficiency

By DigiconAsia Editors | Friday, May 23, 2025, 11:39 AM Asia/Singapore

RHB Bank expands experience management for greater CX proficiency

By analyzing customer experiences at every touch-point, the bank aims to deliver exceptional service, foster sustainable growth, and reinforce its purpose.

One of Malaysia’s longest-standing and leading financial institutions, RHB Banking Group, has a strong presence across seven ASEAN markets — powered by a workforce of over 13,000 employees.

In its drive to increase customer satisfaction and loyalty, the group has already undergone continual digital transformation. Over the last two years, it had partnered with an experience management firm to build a customer experience (CX) measurement system for 17 different types of transactional journeys. Since the launch of that program, RHB has been able to win back over 4,000 attritional customers; identify and implement seven opportunities for process improvements, and achieve a customer satisfaction score of over 85% across all channels.

On 20 May 2025, the bank announced that it was leveraging the same CX partnership and program to  conduct digital listening across all channels; gaining access to real time customer feedback; and making data-led improvements to its services. A few of these slated improvements are expected to include establishing multiple dashboards for different audiences, and implementing AI text analysis to interpret open text feedback.

Looking ahead, RHB’s aim is to enable real time customer insights across every touch-point, identify digital enhancements to help customers self-serve, and create a structured CX proficiency framework to upskill employees to deliver exceptional service at every level.

Said the bank’s Group Chief Brand and Customer Experience Officer, Norazzah Sulaiman: “By scaling up our Experience Management ecosystem… we‘ve seen tangible improvements in both satisfaction and service delivery. As we move into the next phase of our corporate strategy… our focus remains on delivering exceptional service, driving sustainable growth, and strengthening our role as a responsible, purpose-driven financial institution.”

According to Thomas Karthaus, Country Manager (SEA and Greater China), Qualtrics, the bank’s experience management partner: “It’s clear that today’s market leaders are putting customers at the heart of everything they do, and making customer experience a business priority.”

Share:

PreviousEnterprise NaaS adoption: What digital transformation leaders need to know
NextMediSun Energy and EMSTEEL Launch UAE’s First Pilot to Transform Desalination Brine into Blue Energy and Magnesium Carbonate

Related Posts

New platform helps Hong Kong brands and SMEs jump into regional e-commerce

New platform helps Hong Kong brands and SMEs jump into regional e-commerce

August 17, 2021

Global tech investment rebound expected for 2021-2022: report

Global tech investment rebound expected for 2021-2022: report

September 6, 2021

Singapore department store chain adopts Unified Commerce model

Singapore department store chain adopts Unified Commerce model

March 7, 2022

Will AI fix the future of work?

Will AI fix the future of work?

June 6, 2023

Leave a reply Cancel reply

You must be logged in to post a comment.

Awards Nomination Banner

gamification list

PARTICIPATE NOW

top placement

Whitepapers

  • Achieve Modernization Without the Complexity

    Achieve Modernization Without the Complexity

    Transforming IT infrastructure is crucial …Download Whitepaper
  • 5 Steps to Boost IT Infrastructure Reliability

    5 Steps to Boost IT Infrastructure Reliability

    In today's fast-evolving tech landscape, …Download Whitepaper
  • Simplify Payroll Setup for Your Small Business

    Simplify Payroll Setup for Your Small Business

    In our free guide, "How …Download Whitepaper
  • Overcoming the Challenges of Cost & Complexity in the Cloud-first Era.

    Overcoming the Challenges of Cost & Complexity in the Cloud-first Era.

    Download Whitepaper

Middle Placement

Case Studies

  • Mitigating high inflation with high tech: Fairprice Group (Singapore) taps cloud and AI

    Mitigating high inflation with high tech: Fairprice Group (Singapore) taps cloud and AI

    Given Singapore’s high standard of …Read More
  • Zuno General Insurance blazes new trails in reforming driver behavior in India

    Zuno General Insurance blazes new trails in reforming driver behavior in India

    A crash-detection feature in the …Read More
  • Dai-ichi Life Group ventures into India with a build-operate-transfer digitalization incubation plan

    Dai-ichi Life Group ventures into India with a build-operate-transfer digitalization incubation plan

    Identifying overseas talent pools and …Read More
  • From startup to global enterprise: How Canva is preparing for the AI era

    From startup to global enterprise: How Canva is preparing for the AI era

    A unified data platform now …Read More

Bottom Sidebar

Other News

  • NaaS Technology Inc. Received Nasdaq Notification Regarding Minimum Market Value Deficiency

    June 21, 2025
    BEIJING, June 21, 2025 /PRNewswire/ …Read More »
  • The 6th Qingdao Multinationals Summit closes, with $5.93b deals for 40 agreements signed

    June 20, 2025
    QINGDAO, China, June 20, 2025 …Read More »
  • QMMM Announces Pricing of $8 Million Public Offering of Ordinary Shares

    June 20, 2025
    HONG KONG, June 20, 2025 /PRNewswire/ …Read More »
  • FinVolution Group Prices Offering of US$130 Million Convertible Senior Notes

    June 20, 2025
    SHANGHAI, June 20, 2025 /PRNewswire/ …Read More »
  • UTM RANKED 153RD IN QSWUR 2026: INNOVATING SUSTAINABLE SOLUTIONS FOR A BETTER FUTURE

    June 20, 2025
    JOHOR BAHRU, Malaysia, June 20, …Read More »
  • Our Brands
  • CybersecAsia
  • MartechAsia
  • Home
  • About Us
  • Contact Us
  • Sitemap
  • Privacy & Cookies
  • Terms of Use
  • Advertising & Reprint Policy
  • Media Kit
  • Subscribe
  • Manage Subscriptions
  • Newsletter

Copyright © 2025 DigiconAsia All Rights Reserved.