Putting customers at the heart of digital change

Digital transformation has long been a strategic goal for Mashreq Bank, and the current situation has only accelerated the momentum. Rapidly changing customer behaviour and expectations are a major factor for us, and we believe this, coupled with changing regulations, is putting pressure on banks to increasingly turn to technology to offer solutions; not only to cut costs but also to increase efficiency and tap new streams of revenue.

The provision of digital services is part of the bank’s entire corporate strategy. Mashreq has always been an early adopter of technologies that disrupt the way we bank. A while ago, we invested in our digital innovation initiative and the investment has borne fruit. We strongly believe that this was the right strategy and will benefit our customers immensely going forward. The way in which the fourth industrial revolution has changed our world means that digital is ubiquitous: we live our lives through the digital sphere and it is only natural that every aspect of our financial lives exists digitally as well. We continue to invest in solutions that are innovative, but more importantly add value to our customers. Over the past year, customers have provided exceedingly positive feedback to our revamped distribution network.

Our entire retail and SME offerings have evolved in response to the changing needs of our customers, who embrace self-service technologies and digital banking with ease, while demanding more personalised and tailored solutions in terms of advisory and non-transactional services. The recent launch of our blockchain data-sharing platform, called Know Your Customer (KYC), which is the region’s first, is a milestone for us. The new platform will ensure a faster, reliable, and more secure onboarding and digital data exchange process, thereby removing existing cumbersome paper-based KYC processes. In addition, the platform will help oversee banks’ collection and management of KYC data. We were the first bank to launch a digital-only SME bank account and the first in the region to enable customers to complete the Know Your Customer (KYC) updates digitally.

 

What the customer wants
It is clear to us that customers – individuals and small and medium businesses as well as corporates – have wanted digital banking products and solutions for some time. We continue to invest heavily in data analytics and AI, and use robotics to automate a lot of operating procedures, manual entries and manual activities that are repetitive in nature. We also work with a large number of FinTechs in the retail space in the areas of payments, wealth management, credit underwriting, and customer identity authentication.

Mashreq was the first bank in the region to launch a digital banking proposition for SME, NEOBiz, a great example of innovation. Prior to the launch of NEOBiz, start-ups and SMEs reported difficulty in opening a bank account in the UAE and accessing financial services. In some cases, they avoided opening a local bank account and instead conducted their transactions via non-UAE-based foreign banks that subjected them to high international fees. NEOBiz has been able to address this with a 20-minute digital account opening application, email-based queries, and tablet fulfilment. This is a drastic simplification of a process that previously took up to three months in extreme cases. NEOBiz has now been operational for a year, and it continues to receive extremely positive feedback from our clients. In the current situation, customers expect support from their bank. In addition, they expect a full-scale digital service with a reduction in fees and charges, and access to value-added products and services. NEOBiz ticks all these boxes: perhaps that is the reason why it is winning the trust of so many customers. Additionally, the bank’s quick remit offering, which is a digital remittance proposition, is widely popular with both SMEs and individual customers.

Being a digital-only proposition, NEOBiz is also a lot more economical and gives the customer choices with complete transparency and flat fees. It offers 24/7 access through online and mobile banking in addition to call centres, interactive teller machines and even a virtual relationship manager.

The best part about this offering is that it brings third-party products such as accounting software, mobile point of sale and payment gateways as optional add-ons, at special preferential prices for our customers. For the SMEs, it acts as a one-stop shop and again delivers a superior value proposition. The bank is looking to introduce more offerings in the immediate future.

The opportunity for digital-only banking services and products is the ability to build upon the community of users

In addition, through the adoption of technology such as blockchain, artificial intelligence, data analytics and machine learning, Mashreq has been able to streamline lengthy documentation practices and cumbersome paper-based KYC procedures, ensuring a faster, reliable and more secure onboarding and digital data exchange process. Our long-term vision for NEOBiz is that it enables customers to focus on and expand their business. We have major enhancements in the pipeline to expand these services to achieve our ambitions.

The UAE has an exceptionally high smartphone penetration, at 96 percent of the adult population according to 2019 data from the Media Lab. Digital inclusion is a great equaliser, and this strong access to digital services through either a PC or a smartphone is enabling people to enjoy high-quality services and is an opportunity for many businesses and banks, like us, to cater to their lifestyle needs, like in areas such as e-commerce. In 2019 the UAE was named as one of the fastest-growing hubs for e-commerce in the region, according to a joint study by Dubai Economy and the global payments technology company provider Visa. Furthermore, the UAE is well renowned for world-class infrastructure, services and initiatives that are geared towards enabling smart cities, and therefore enabling digital services and financial inclusion.

 

Meeting the pandemic challenge
The COVID-19 outbreak has propelled the shift towards digital banking at an exponential speed and we see the opportunity to continue this transformation. Internally, at the onset of the pandemic, we gave our teams access to special technology kits for virtual desktops, and remote conferencing facilities, as well as controls and guidelines that are specific to each business unit. We have also created a microsite with a full suite of banking services, so that both our retail and corporate customers can meet their requirements easily and without hassle during this difficult time.

I can proudly say that in the past couple of months, when nearly 97 percent of Mashreq was working from home, we offered our customers uninterrupted services and seamlessly transitioned them towards digital banking. Today, 92 percent of our customer base has online and mobile banking credentials. This in itself is an indicator of the strength of our digital offerings and our clear position as a digital leader.

In 2019 alone, the number of transactions processed through the bank’s gateway increased by 126 percent year-on-year, allowing for hundreds of millions of secure digital purchases to take place. This percentage is significantly higher in 2020.

We recently collaborated on the launch of klip, the digital cash platform launched by Emirates Digital Wallet. This initiative, the first of its kind, will provide customers with a seamless, secure payments platform that is geared towards improving financial inclusion and driving contactless and cashless transactions.

We also launched two major platforms for our customers: WhatsApp Banking, to offer more convenience, as well as NEOBiz, the UAE’s first digital banking proposition catered exclusively to SMEs. The response from our retail and SME customers to these initiatives has been extremely positive, with consumers embracing the convenience and flexibility they offer. Our branch network has transformed significantly since 2019 and now boasts digital-only kiosks as well as personalised flagship branches for segments such as Mashreq Gold and Business Banking and SMEs. On the corporate banking side, the bank has also on-boarded most of its clients on Mashreq Matrix, our digital GTB global transaction banking, trade and cash management platform, which offers solutions for trade transactions, cash management, liquidity pooling and trade tracker capabilities.

 

Transformation is an ongoing process
The ability to collect customer data is often integrated into the operations and processes of digital banks right from the beginning. This data is used to engage with the customer post-acquisition, and also help them as they transact, thereby making the customer experience seamless and personalised. This offers unique insights into customers’ behaviour and empowers digital banks to provide valuable and relevant offers in real time.

The opportunity for digital-only banking services and products is the ability to build upon the community of users. In a connected world, co-operation and partnerships are key, as they foster a symbiotic ecosystem. This is of immense value to young businesses and SMEs, as we have seen through the enormous success of NEOBiz. Transformation in the digital space is an on-going process for us. The bank has invested in a technology organisational platform that will allow us to continue with our transformation drive efficiently and effectively.

Trouble is starting to brew at the top for the ‘big four’

For many years, Mauro Botta had been a successful partner at the accounting giant PricewaterhouseCoopers (PwC) in California, where he was responsible for auditing Silicon Valley firms. After witnessing many cases of dubious bookkeeping, he blew the whistle on his employer in 2012, alleging conflicts of interest between PwC and its clients.

The Securities and Exchange Commission (SEC), the US regulator, did not take any action after investigating his claims. However, the case took its toll on Botta’s career. Although he had been working for PwC for nearly two decades, he was fired in what he claims was retaliation for his whistleblowing. He filed a lawsuit for wrongful termination, with the trial expected this spring. Botta does not mince his words about the accounting industry. “It’s absurd to have auditors being paid by the companies they are supposed to audit and who are also in charge of appointing them,” he said.

Conflict of interest is inherent in the system, Botta said. “Nobody would ever wonder why tax audit is done by the government, because this is in the public interest. So it is baffling that financial audit, which protects investors, has been outsourced to private corporations,” he said. “Are the companies that are scrutinised by the IRS (the US tax collector) considered its clients? Absolutely not.”

 

Collusion not an illusion
Although an outlier, Botta’s story illuminates the many problems facing the accounting sector. The recent collapse of Wirecard was just the latest in a series of scandals involving one of the ‘Big Four,’ as the accounting firms Deloitte, Ernst & Young (EY), KPMG and PricewaterhouseCoopers (PwC) are known. In December 2019, German prosecutors launched a criminal investigation into the EY partners who were auditing Wirecard, after it was found that €1.9bn were missing from the company’s balance sheet. “This was a failure of basic auditing. In a digital world, cash balances need to be independently verified,” said Atul Shah, an accounting expert who teaches at City, University of London. In the UK, the collapse of Carillion, BHS and Thomas Cook has raised similar concerns over auditing standards. In India, the local affiliate of PwC was banned from auditing public companies for two years due to its involvement in one of the biggest financial scandals in the country’s history. All major accounting firms have been associated with tax scandals, revealed through a series of document leaks, such as LuxLeaks.

Technology favours small players, while the global brand of the Big Four makes them more vulnerable to reputational risks

One reason why the Big Four are under fire is their expansion into areas beyond their traditional expertise. “They combine audit with consultancy and tax advisory [services]. Audit is about challenge, and the others are about advice, so the conflict is between fulfilling a legally independent role and a supportive consultancy role,” Shah said. In the US, this trend began in the 1980s when accounting firms started offering professional and management consulting services. The collapse of the accounting firm Arthur Andersen over its sloppy auditing of Enron, an energy firm that went bust in 2001, should have served as a cautionary tale, but little changed despite stricter regulation. Audit partners were increasingly under pressure to “cross-sell” consulting services to their audit clients, according to Professor Jeffery Payne, an accounting expert and KPMG Professor at the Von Allmen School of Accountancy, University of Kentucky, with their performance evaluations being affected accordingly. Over time, the Big Four became multinational behemoths, employing nearly one million people and generating $130bn in revenue in 2017.

“You would think that with the scale these firms have reached, the incentive to try to do something unethical is small, because they could afford to lose a big account like Wirecard. However, for a single partner, losing an account is a big disaster for their career,” Botta said.

Critics also point to collusion between regulators and accounting firms, with the former packing their committees with Big Four veterans. Botta pointed to the case of Wes Bricker, a PwC partner who, after a stint as chief accountant at the SEC, returned to his previous employer, as an example. One reason this happens, according to Payne, is that it is more efficient for audit firms and regulators such as the SEC to work together when dealing with complex issues: “Having prior Big Four partners and personnel likely makes these conversations more productive and improves the consistency of financial reporting.”

However, such an incestuous relationship often has dire consequences. In 2018, US prosecutors charged three former employees of the PCAOB, the US audit regulator, over leaks of confidential information to KPMG, their former employer. The picture is similar in the UK, where former Big Four partners are often recruited by the Financial Reporting Council (FRC). “There is plenty of evidence of regulatory capture and revolving doors between politicians, regulators and the Big Four,” Shah said.

 

Breaking up is hard to do
For many critics, the increasing dominance of the Big Four stifles competition; only breaking them up would solve the problem. Such voices are prominent in the UK, where the Big Four audited four out of five public businesses in 2018. The competition watchdog has recommended splitting audit from consulting services. “As it stands as a whole, there is not enough competition in the accounting industry.

There are significant barriers for entry – size matters and so does global presence,” said Ina Kjaer, former head of UK integration in the deal advisory team of KPMG and founder of Eos Deal Advisory.

In a plan issued last summer, the FRC requires the Big Four to operationally separate their audit practices by 2024, although it stops short of requesting a full-blown separation of audit from consulting services. The plan, which aims to ring-fence the finances of auditing departments from other operations, does not require auditors to be paid exclusively from audit fees, as requested by many experts. “The FRC plan does not go far enough, as it proposes a separation but not a full break-up,” said Kjaer, adding that introducing more competition in sub-sectors where the Big Four are involved, such as tax, restructuring and M&A deals, would be more beneficial.

Not everyone agrees with such a strict approach. “Breaking up the firms would not increase competition and would likely decrease their audit quality for large international companies. Auditing firms compete aggressively to obtain new clients from other firms,” Payne said. Even for critics of the Big Four, such as Botta, a break-up could do more harm than good: “It will worsen the conflict of interest problem because as a smaller firm, you want to keep all your engagements. You also lose the core competency and worldwide networks these companies have.”

 

The smaller players have an upperhand
Like many legacy companies in other sectors, the Big Four face an avalanche of technological disruption. Artificial intelligence, digital analytics and the blockchain are expected to make auditing processes faster and cheaper. Technology favours small players, while the global brand of the Big Four makes them more vulnerable to reputational risks, claim the academics Ian Gow and Stuart Kells in a recent book on the Big Four. Their management and consulting services are particularly vulnerable to disruption, according to a report by CB Insights, with start-ups such as Wonder matchmaking individual advisors with clients.

All major accounting firms have set up innovation labs, aiming to harness innovation to their advantage. But many question whether these behemoths can change their old ways. “The Big Four have been investing quite heavily in technology, but they are not yet ready to change their processes and operating models to take full advantage of the technology available,” Kjaer said. Strict regulation may also hamper attempts to embrace technology, according to Payne, who pointed to the obligation of US auditors to “observe” inventory counts as an example: “What does ‘observe’ mean? Do auditors have to be physically present or can they observe by watching a video streaming from a drone?”

 

More inclusion needed
The accounting industry has not avoided the wave of criticism coming on the back of the Me Too and Black Lives Matter movements. The problem goes deep, Kjaer said: “The accounting industry, as most industries, suffers from a historic legacy of a macho culture, where diversity, inclusion and equality do not matter.”Particularly the Big Four have come under fire over gender bias and lack of racial diversity. In the UK, the pay gap between male and female employees remains high; KPMG and EY reported median total earnings gaps of 28 percent and 18.9 percent respectively in 2019. Just 11 out of 3,000 UK Big Four equity partners were black last year.

The sector is slowly adapting to changing attitudes towards equality and diversity. Last year the UK branch of PwC launched unconscious bias training sessions. EY UK aims to double the percentage of ethnic minority partners by 2025. The problem, according to Kjaer, is that HR departments at big companies prioritise diversity KPIs that are too blunt, such as the number of women who get promoted. Although a positive measure, it is the bigger problem of lack of inclusion that goes under the radar, she said: “A more diverse workforce gets recruited and promoted, but they do not tend to stay at the company, as inclusion never really happens. Unfortunately, a lot of companies in our industry still have a culture based on internal politics and relationships, which makes them inhospitable in the medium term.”

A fully integrated digital ecosystem for insurance

As one of the world’s largest and most populated countries, it should come as no surprise that China’s digital economy is of a scale to be reckoned with. With some one billion ‘netizens,’ businesses in China need to serve huge numbers of people and be reliable, accessible and, vitally, fast. Using the example of revolutionising car insurance claims with AI, image-based assessment, and reliable data processing, Ping An Property & Casualty Insurance Company (hereafter Ping An P&C), a wholly-owned subsidiary of the Ping An Group, explains how the insurance firm has achieved the seemingly impossible.

There are an estimated 340 million cars in China, all of which need insurance and multiple other services. As one of the world’s largest insurers, Ping An P&C has created an enviable digital offering for car owners: an app that settles accident claims in as little as two minutes. This app provides users with a one-stop experience, not only for accidents but for an ever-expanding range of auto services from roadside recovery to valeting, and, new for 2020, COVID-secure sterilisation. This is even more impressive when you look at the stats: there are 83 million bound vehicle users on this app, registered to over 123 million users, so the scale of the operation is mind-boggling, as is the market share covered by Ping An P&C’s unique ‘ecosystem’ approach.

 

A digital ecosystem
With the vigorous development of a new round of information technologies, especially digital technologies including big data and AI, it is imperative for the insurance industry to accelerate its digital transformation in order to keep pace. Since its establishment in 1988, Ping An P&C has adhered to a strategy of stable and healthy development, and in recent years has hired technology talent from home and abroad, and reshaped its organisational structure and corporate culture as a technology-driven company. The company developed such capabilities as cloud computing, big data and mobile applications, and advanced the digitalisation of its various businesses. The Ping An Auto Owner app is a product of this ecosystem transformation, and crucially provides an infrastructure for the company to reconstruct the auto service industry chain as a whole.

 

Super swift settlement
So how does it work? Take the platform’s distinctive service ‘vehicle loss calculation’ as an example. In the past, car owners had to be familiar with repair shop rules, the structure of vehicle parts, and be able to haggle over the price. The Ping An Auto Owner’s smart car loss calculation function has completely solved this issue. In the event of a traffic accident, the car owner only needs to take a picture of the scene, especially the damage caused by a collision, and upload it to the app. The loss report can be generated within seconds, and the premium for the coming year can be estimated immediately to help customers decide whether commercial insurance needs to be used or not. In addition, a reasonable repair price will be accurately generated, and a reliable repair shop recommended. This saves time comparing different repair shops and enables customers to obtain the best maintenance package.

The company has also taken quality and accuracy into account, laying a solid foundation for a data-driven system and ensuring the veracity of claims. In 2019, the precision of Ping An’s digital reporting and processing defeated over 100 international and local participants to take the top ranking in the Robust Reading Challenge for Scanned Receipts Optical Character Recognition and Information Extraction (SROIE). This in turn engenders consumer confidence, knowing that the app’s eye-watering processing speeds are underpinned by reliable technology and an award-winning level of precision.

 

Claims during COVID-19
Since the coronavirus outbreak began, Ping An P&C has added a new aspect to its services: that of epidemic containment. It strengthened its online services and fast-track claim settlement with these technologies, ensuring not only an efficient, convenient customer experience but critically, a minimal number of contacts. For example, its ‘one-click claims service’ enables 36 functions for car owners, including reporting, uploading car accident photos and documents, signing agreements, input of payment information, claims progress enquiries, and auto repair service booking.

It is human nature that we seek ease, convenience and simplicity when making decisions, and businesses the world over have taken advantage of this knowledge

It is not an automated service to the exclusion of any human interaction, of course. The company ensures its back office procedures are as smoothly digitalised as the customer-facing element, allowing claims settlement experts to be on hand to answer questions, help customers with the claims process, and ensure access to contactless, super-fast, easy services for car owners during the COVID-19 pandemic. In 2020 the online claims settlement service has been delivered to nine million customers and counting, 95 percent of whom have used the ‘one-click claims service’ function, and the app has achieved a 95.7 percent positive rating. During the epidemic, the fastest auto insurance claim took only two minutes to close.

Car owners’ various service demands obviously changed during the COVID-19 pandemic, and contactless online service including emergency electricity connection, car disinfection, automatic refuelling, pandemic prevention, annual car inspection agency and subsidies for green transportation were all launched on the app immediately so that Ping An P&C could provide car owners with more considered services while contributing to pandemic prevention and control. The app is even able to help car owners develop safe driving habits. The optional ‘safe trip’ feature can record driving behaviours – with the consent of car owners – and significantly reduces driving risks by providing risk assessments and prompts for bad driving behaviours and generating improvement plans.

 

An integrated service
But the convenience doesn’t end there. When it comes to insurance application and renewal, Ping An Auto Owner can generate personalised auto insurance plans in just seven seconds and accurately recommend product portfolios for customers based on AI image automatic classification, OCR recognition, smart marketing and other technologies.

The potential for expanding customer offerings and keeping people coming back again and again through convenience alone is obvious. If it only takes customers a few minutes to purchase insurance products thanks to AI-driven automatic enquiry, why would they leave the service and go elsewhere?

By building an ecosystem, Ping An P&C links users with service providers, helps partners improve their operating efficiency, provides users with considerate services, and effectively balances the needs of users and those of partners.

Through this ecosystem, Ping An P&C ultimately provides users with 80 types of one-stop services including parking payment, fuel card recharge, vehicle loss calculation and refuelling discounts. Up to now, Ping An Auto Owner has integrated a total of more than 190,000 outlets, including over 59,000 maintenance outlets, over 78,000 repair shops, and over 30,000 4S car dealers. This is another smart move on Ping An P&C’s part: with such an enormous market share and the convenience of staying with them year after year, it is in the interest of auto business owners to be affiliated with the name of Ping An P&C. This enables them to secure incoming business as well as providing the extra level of customer confidence brought about by association with such a huge insurance provider.

 

Looking to the future
With the rapid development of information technology such as big data and AI, the acceleration of digital transformation in the insurance sector is a must. Amid the wave of digitalisation and a persistently complex and volatile landscape worldwide, Ping An P&C’s new vision to be a world-leading technological property and casualty insurer has driven its increasing investment in scientific research. Moving forward, the company aims to become a property and casualty insurer that is powered by technology, data, and an ecosystem approach.

In its retail auto insurance business, over 90 percent of Ping An P&C’s quotes are made automatically, and the first quote is accepted. As no manual data entry is required, the turnaround time from quotation to policy issue is as short as 20 seconds. This is clearly an attractive option; if customers do not even need to fill out a form or go online to compare the insurance market, it is much less tempting to stray to a competitor.

It is human nature that we seek ease, convenience and simplicity when making decisions, and businesses the world over have taken advantage of this knowledge: consider Amazon’s one-click offering that makes online purchasing effortless. Ping An P&C is utilising similar factors when offering their 20-second turnarounds and in-app purchasing. Ping An P&C clearly knows that making things easy for their customers will lead to repeat business and allow customers to feel like they are on top of things, which in 2020 is no small feat.

Up to now, Ping An P&C has developed and offered more than 1,000 types of master insurances, and its business scope covers all the lawful property and casualty insurance you would expect, such as auto, corporate property, engineering, liability, cargo transportation, agricultural and more. In developing a way to turn the potentially stressful experience of auto claims into a secure, reliable, and almost instant process, you can’t help but wonder what other areas of insurance this comprehensive technology could be applied to in the future.

How the art industry evolved due to the global health crisis

The art world was better prepared for the coronavirus pandemic than many other sectors. Though local and national lockdowns forced galleries to close their doors and leading auction houses to cancel in-person sales – including some of the most important dates in the global art calendar – a swift pivot to online activity helped protect the art market from some of the worst ravages of COVID-19.

It has not escaped entirely unscathed, though. From January to September 2020 there was a 20.2 percent drop in the number of paintings sold at auction, compared to the same period the previous year, according to analysis by Art Market Research Developments (AMRD).

With many auctions postponed in the first few months of the pandemic, there were simply fewer opportunities to trade, Sebastian Duthy, AMRD’s chief executive, told World Finance. As auction houses honed their online offer and buyers were able to return to the market, the outlook improved.

“If you had asked me a few months ago, I would have painted a much gloomier picture,” Duthy said. “If you look to the figures in July 2020, it looked much worse than what it was.” All in all, the impact of the pandemic on the market “is not as bad as one might expect,” said Duthy, offering as a comparison the period immediately following the 2008 financial crash, which saw a 26.6 percent fall in the number of paintings sold at auction compared with the previous year.

 

A buyer’s market
It’s not just the number of sales that has decreased but the value of those sales too, with AMRD’s All Art Index noting a fall of 8.5 percent in the average value of fine art objects (paintings, sculpture, prints and photography) sold at auction from January to September last year. This is partly down to the fact that the pandemic has created a buyer’s market, with reports of the phrase ‘COVID price’ being bandied around in art market circles. It’s also a by-product of the loss, for the moment at least, of the often glitzy in-person sales that have historically attracted the biggest ticket items.

“People want to be able to inspect what they’re buying. Of course technology finds ways to make it feel like you’re actually looking at the real thing and give people confidence that they are buying something of great quality, but nothing beats kicking the tyres yourself and having a close look,” said Duthy.

The analyst expects the market to bounce back as in-person sales are gradually allowed to resume and confidence returns, most likely in the second quarter of 2021. Even after that happens however, auction houses are highly likely to continue to benefit from increased online activity. The leading auction houses have had an online presence for a long time now with Sotheby’s first collaborating with online auction portal eBay in 2002 and Christie’s launching a live online viewing room in 2006. But the pandemic forced them to up their game, investing in new platforms to enable better customer experience.

This investment has borne fruit: while sales were down overall, online-only fine art sales at the three leading auction houses jumped 240 percent according to a report by art market analysis firm ArtTactic. For the first eight months of 2020, online-only sales at Christie’s, Sotheby’s and Phillips totalled $321m, compared to $94.4m for the whole of 2019.

This consolidation of the online offer has been crucial for the survival of auction houses in this period but it also represents an opportunity going forwards. Sotheby’s reported to ArtTactic that over a third of online buyers were transacting with the auction house for the first time and that over a quarter were under the age of 40.

 

Developing relationships
If these businesses are to continue to successfully engage these younger collectors, digital natives who may not have deep pockets now but might do in years to come, they need to be responsive to the needs of this group.

“An auction house does its business not just by finding sellers, but developing relationships, because that seller might want to buy something they then might want to sell down the line,” said Duthy. Even if auction houses’ proportion of online sales fall back to a fraction of what they reached in August 2020, the art market can only benefit from the technology and relationships developed during this period of crisis. “We’re moving into the biggest inter-generational wealth transfer ever from the baby boomers,” said Duthy. “You’re going to see the market pick up where it left off.”

Shining light leading the way in Brunei’s banking industry

From a humble shop lot office in 1994 to becoming the largest conventional bank in Brunei and a leader in Brunei’s banking industry, Baiduri Bank has grown in strides over its 25 years of operation in Brunei Darussalam and its achievements have been recognised by numerous international publications.

“Our successes and position in the economy can be attributed to our commitment to local projects, interests and clients, our responsiveness to react to changes and the foresight to anticipate changes in the global and regional economy, as well as our global outlook,” Ti Eng Hui, CEO of Baiduri Bank, told World Finance.

Baiduri Bank’s core businesses comprise retail banking, corporate and institutional banking, while its wholly owned subsidiaries Baiduri Finance and Baiduri Capital specialise in consumer financing and investment solutions respectively. Today, technology plays a pivotal role in the successes of economies and businesses, and in improving financial accessibility for the general public, banks need to adopt more technological solutions to cater to customers’ evolving needs and requirements.

 

Technological advancements
With technology now playing a more pronounced role in how businesses and individuals conduct their banking, Baiduri Bank has developed several user-friendly mobile applications in keeping with the digital banking movement. The bank’s latest tech offering, Baiduri b.Digital Personal, is a digital banking and lifestyle platform. With a plethora of new features that put emphasis on enhanced customer experience and engagement, the Baiduri b.Digital Personal mobile app sets out to be the go-to solution targeting the young, tech-savvy generation who demand mobile services as their default way of banking. Additionally, Baiduri Bank also has a dedicated internet banking platform for businesses, known as Business i-Banking, which provides a modern, convenient and secure channel for businesses to manage their banking needs efficiently.

Meanwhile the Bank’s subsidiary, Baiduri Finance, also offers a standalone mobile app, the Baiduri Finance Mobile App, a tool catering primarily to hire purchase payments, among others. Understanding and being able to cater to the unique needs of the Bruneian customers is crucial to the success of any new offerings, and with automobile financing being a necessity for many, the Baiduri Finance Mobile App provides an easier and faster alternative to meeting their hire purchase needs.

Among their other digital innovations is the introduction of Brunei’s first online securities trading platform. “Through our subsidiary, Baiduri Capital, we provide the opportunity for our customers to invest in major stock markets including Singapore, Hong Kong (including the Shanghai-Hong Kong Stock Connect), Malaysia and the US,” Ti explained. “Our secure online trading portal allows customers to obtain quotes, place orders and review their account status and balance at their convenience.”

This solution, as well as others, is part of our plan to create a future-ready, dynamic and highly skilled workforce

Baiduri Bank is still the first and only bank in Brunei to offer an e-payment solution through MerchantSuite, an online platform facilitating the issuance of invoices and card payments without requiring a dedicated, and often costly, e-commerce website. MerchantSuite enables local small and medium enterprises to extend their market reach by allowing shoppers to pay online with any Visa, Mastercard or American Express cards. Baiduri Bank is also partnering with DST, one of Brunei’s largest telecommunications providers, to launch an e-wallet.

This partnership allows Baiduri Bank, the country’s largest card issuer with the largest merchant base, and DST to share resources and create the largest digital payment ecosystem in Brunei with connectivity to regional and international payment platforms. While technology has been the driving force behind practically all modern-day innovations within the banking sector and beyond, a crucial aspect that must never be taken lightly is data security. Baiduri Bank is the first and only bank in Brunei to be PCI-DSS certified, reflecting the bank’s steadfast commitment to uphold the global data security standard for processing, transmitting and storing cardholder data. Baiduri Bank is certified to the latest industry standard, PCI-DSS Version 3.2.1.

 

Building for the future
In line with the nation’s agenda to build a highly skilled workforce, Baiduri Bank has invested heavily in human capital development. “We have an agreement with world renowned Moody’s Analytics for the provision of a structured e-learning solution for our employees under various divisions of the bank. This is a first of its kind for a Brunei bank,” Ti told World Finance.

“This solution, as well as others, is part of our plan to create a future-ready, dynamic and highly skilled workforce in line with one of the goals of Wawasan 2035, the nation’s long-term development plan for an economy that is dynamic and sustainable,” Ti continued. Other initiatives include the implementation of SAP Success Factors, a world-leading provider of human capital management systems covering core human resource processes and talent management, as well as the launch of the Baiduri Management Associate Programme, a year-long development programme aiming to provide successful candidates with a solid foundation in banking through job rotations under the guidance of experienced managers.

In support of the nation’s economic agenda to diversify beyond the oil and gas sector, Baiduri Bank continues to play an active role in various local business development programmes. The bank has introduced the Baiduri SME Empowerment Series in partnership with Darussalam Enterprise (DARe), a statutory body with the aim to nurture and support local enterprises in the early and middle stages of the business life cycle. Ti said, “This initiative is aimed at implementing a series of skills training workshops designed to complement existing training programmes offered by DARe, thereby providing a more comprehensive, well-rounded training curriculum to local entrepreneurs, empowering them to achieve greater success in their business ventures.”

Baiduri Bank also offers a wide range of solutions for local SMEs to optimise their cash flow and finance their growth. Some of the financing solutions include working capital financing, instalment loans, property loans as well as trade financing options such as indent financing and accounts receivable financing. Through these financing solutions, local SMEs have access to short and medium-term capital to fund their operations or grow their business. Other products designed to serve SMEs include business credit cards, payroll processing and other day-to-day banking services such as fund transfers and bill payments.

 

Active support measures
Speaking on the bank’s response to the COVID-19 pandemic, “We activated our Business Continuity Plan (BCP) for a pandemic on March 12, 2020 after the World Health Organisation declared COVID-19 a global pandemic. But prior to the activation of BCP, Baiduri Bank had already begun taking precautionary steps as early as January 2020, when Singapore announced its first confirmed case,” Ti said. The bank activated split operations with alternate teams working in separate physical locations away from the primary site. The bank also performed professional sanitisation of all branches including its subsidiaries. Mandatory temperature screening, social distancing measures, as well as fabricating acrylic shields at teller counters to form a protective barrier, were swiftly implemented across all branches.

The bank also provided personal care kits for all employees as part of its efforts to ensure their health, safety and well-being. In support of efforts led by the Ministry of Finance and Economy and the Autoriti Monetari Brunei Darussalam (AMBD) to assist financially impacted individuals and businesses during the COVID-19 outbreak, Baiduri Bank has introduced several support measures to help mitigate the impact. For eligible individuals who are financially affected by the pandemic, the bank introduced a deferment of principal payment for personal and mortgage/property loans, an option to convert credit card balances to term loans and deferment of hire purchase principal payments through Baiduri Finance.

The bank’s support measures for corporate clients include a deferment of loan principal repayments for companies in all business sectors. Additionally, businesses under eligible categories including tourism, hospitality, air transport and food and beverages were also given waivers of fees and charges for trade and payment transactions. These measures were primarily intended to help alleviate the short-term cash flow problems for local businesses that were adversely impacted by the COVID-19 outbreak. In addition, the bank also implemented a fee waiver for online fund transfers between local banks to encourage its customers to utilise digital channels such as online or mobile banking or via the ATMs, in line with safe distancing measures.

 

Brand refresh
Baiduri Bank launched its refreshed brand in September 2020, following an intensive year-long process of planning, research and assessment in partnership with an international team of brand consultants. It is a culmination of a journey to find out how the Baiduri brand was seen by its business partners and employees and definition of a truer representation of who the bank is and what it stands for.

Ti continued to explain to World Finance: “Our community, and the world around us, is changing and we too must change with it. As we prepare ourselves for the next phase of growth, we want to take the opportunity to have a closer look at our core capabilities in the context of the changing world, and ask ourselves how we can redefine our vision to stay relevant, and to better communicate the strengths and values that make Baiduri unique. We also want to rally our people behind a shared purpose, so they are inspired to do their best to create meaningful impact in the communities we serve.”

 

Well positioned for opportunities
Baiduri Bank’s global outlook coupled with deep local insights, strong commitment to the domestic market and quick adoption of new technologies have contributed to its success as the leading conventional bank in Brunei. On the digital payment front, the bank fully supports the primary objective of AMBD’s Digital Payment Roadmap to create a digital payment ecosystem by 2025. With plans to continue development and enhancement of its electronic payment capabilities and e-banking services, the bank is on course to be a leading player in the digital banking realm in Brunei.

With a strong credit rating of BBB+/A-2 from Standard and Poor’s, coupled with high liquidity, Baiduri Bank is well positioned to capture opportunities in the market and drive sustainable growth as the leading and preferred financial partner of Bruneian businesses and consumers.

Sea of debt

By any measure the COVID-19 pandemic has created an economic as well as a human calamity that is measured in a global sea of debt, worse in some countries than others, that will take at least a decade to reduce to normal levels. Alarmist? Not in the view of IMF managing director Kristalina Georgieva, who in late 2020 used that very term ‘economic calamity’ in a briefing that spelt out the economic damage in hard numbers.

“We have seen global fiscal actions of $12trn. Major central banks have expanded balance sheets by $7.5trn,” she said, citing the various rescue measures launched since the pandemic first hit in early 2020. And there’s more to come. “[The IMF] expects 2021 debt levels to go up significantly – to around 125 percent of GDP in advanced economies, 65 percent in emerging markets, and 50 percent in low-income countries,” predicted Georgieva. That is why, as we see, the IMF managing director wants a combined pre-emptive action to forestall what she calls a “lost decade.”

The latest figures (see Fig 1) confirm that pessimistic viewpoint. The EU alone will pump $876bn in the form of grants and loans to member countries under a programme called Next Generation EU that, it is hoped, will tide them over for the next few years. As international economist Jean Pisani-Ferry, a senior fellow at Brussels-based think tank Bruegel, pointed out in Project Syndicate, this is the first time that the EU has borrowed to finance expenditures. As such, it is a measure of the enormity of the problem. To put these sums in perspective, the global fiscal actions alone cited by the IMF managing director are not far short of the annual GDP of the US, while the EU’s $876bn rescue package amounts to nearly three percent of the entire bloc’s GDP.

 

 

Even so, to take just the EU’s emergency package, it tells only a fraction of the whole story. Between the 27 member countries, the average fiscal support doled out to prop up the respective economies is expected to reach 7–12 percent of their national GDP. And, adds Pisani-Ferry, “significantly more is in the pipeline.” Although the French economist, an expert on public policy, sees a risk in the way the EU’s package may be distributed – for instance for political rather than economic purposes, these hand-outs could make the vital difference in struggling countries.

Innovative fiscal response
And, as the IMF and other authoritative sources warn, this sea of debt is widening all the time. In the US alone, about $3trn will eventually be spent on wide-ranging programmes of economic support including the CARE Act that subsidised those thrown out of work as literally millions of businesses were forced to shut down. As the chairman of the US Federal Reserve, Jerome Powell, explains: “[It was] by far the largest and most innovative fiscal response to an economic crisis since the Great Depression.”

 

Beyond the United States, the accumulated fiscal response has turbocharged debt levels around the world (see Fig 2). As the graph also reveals, the pandemic hit many countries that were already vulnerable. About half of low-income nations and several emerging ones were, judges the IMF, “already in or at high risk of a debt crisis and the further rise in debt is alarming.” The looming fear is that many of these countries could be hit by a second wave of economic distress. The IMF cites the risk of “defaults, capital flight and fiscal austerity.” Just one of these is the collapse in remittances – money sent home by migrant workers to support their families living in low and middle-income countries.

The World Bank expects the amount of remittances to fall substantially through 2020 and 2021 because there has been a collapse in offshore work, for instance in the cruise ship and construction industries, farms and factories abroad.

Remittances are not pocket money – they prop up many countries. In 2019, a record year, they totalled $548bn in low and middle-income countries, $12bn more than all foreign direct investment flows, according to the World Bank. In the Pacific and East Asia region, China and the Philippines are the biggest beneficiaries of remittances, but poorer countries all over the world will suffer from the decline in remittances.

 

IMF Managing Director Kristalina Georgieva
IMF Managing Director Kristalina Georgieva

 

Adding to the nightmare
“The impact of COVID-19 is pervasive when viewed through a migration lens as it affects migrants and their families who rely on remittances,” said Mamta Murthi, vice-president for human development and chairwoman of the migration steering group of the World Bank. Nobody disputes that these unprecedented pay-outs are not necessary. In most countries they saved – or at least delayed – countless thousands of firms from going bankrupt with devastating social consequences.

The pandemic shock was essentially a case of a natural disaster hitting a healthy economy

Indeed a late-2020 survey by the Fed showed that households were coping, with 77 percent of adults saying they were “doing okay” or “living comfortably,” solely because of CARE and similar support programmes. Still, as experts point out, the consequences of this spreading sea of debt are profound for investors, the banking industry, sovereign governments, the vast world of commerce, and individuals.

Taking the banking industry first, although it has stood up remarkably well in most jurisdictions, it remains one of the hardest-hit, facing years of negative interest rates that will deter depositors, as well as fast-rising credit risk in what has become a deeply disinflationary environment. “For bankers, negative interest rates just add to the nightmare of squeezed margins and profits under pressure,” points out the editor of The Banker, Brian Caplen.

Although negative interest rates are not exactly new, they remain an experiment. Denmark is one country that has kept its key policy rate negative since 2012 in the wake of the financial crisis, and Sweden has done so between 2015 and now. The eurozone has broadly held negative rates since 2014 and the European Central Bank believes they have helped foster more favourable economic conditions.

Greater long-term risk

But that’s just Europe. On a wider scale the jury is out. Nobody knows exactly what effect global negative interest rates will have in terms of investment, bank profitability, inflation, savings, exchange rates, stock markets, long-term borrowing rates and other elements of the broader financial markets.

“[Negative interest rates] are a panacea at best and they may prove costly in the long run if the greater risk they promote turns into a financial crash,” concludes Caplen.

The once mighty greenback has already become a concern. As the pandemic tightened its grip in the US and employment collapsed, Americans had to dig deep just to make ends meet, with severe consequences. Notwithstanding CARE and other federal support, in the second quarter of 2020 the country experienced the most sudden plunge in domestic saving on record – in fact since 1947 – that hammered the dollar’s real effective exchange rate (REER), a vital measure for trade, competitiveness, inflation and monetary policy.

As American economist Stephen Roach, a senior fellow at Yale University’s Jackson Institute for Global Affairs, pointed out in Project Syndicate: “The US dollar has now entered the early stages of what looks to be a sharp descent.”

The economist expects the REER to fall by as much as 35 percent by the end of 2021, which would mark the beginning of the end of the greenback as the long-standing safe-haven currency, a position it has occupied pretty much since World War Two. Two alternatives would be the euro and the renminbi.

The blame lies largely on the pandemic. As Jerome Powell told an audience of business economists in October 2020: “As the coronavirus spread across the globe, the US economy was in its 128th month of expansion, the longest in our recorded history – and was generally in a strong position.”

Indeed, unemployment was running at 50-year lows and, contrary to left-wing critics, all workers were taking home higher real wages, especially those in the lower-paid jobs. The banks were strong with much more robust levels of capital and liquidity than they held in the aftermath of the financial crisis. “The pandemic shock was essentially a case of a natural disaster hitting a healthy economy,” concluded Powell, echoing the verdict of economists in most other countries, notably in the western world.

Debt-related vulnerabilities

Fortunately, the world’s biggest banks are not in the precarious state they were when they entered the havoc of 2008. “Banks internationally are in a much stronger position than they were prior to the Great Financial Crisis (GFC),” points out Michele Bullock, assistant governor, financial system at the Australian Reserve Bank, in a review of the industry before the pandemic hit. “Regulatory reforms over the past decade have ensured that banks have increased the amount of capital and liquidity they hold.”

The latest pandemic-triggered sovereign debt has been piled on top of the money printed in the immediate wake of the great financial crisis of 2008

It should be noted though that the non-bank sector has been steadily eating the lunch of the traditional banking industry ever since the GFC. At the peak of the last crisis, the non-bank sector controlled assets of $98trn, seemingly an impressive gain. Today though, this upstart competition has nearly doubled assets under control to a staggering $180trn. Most observers expect this number to keep rising.

But the pandemic has affected those sectors with pre-existing, mainly debt-related vulnerabilities. As Bullock points out, corporate debt in many countries was high. Sovereign debt in Europe was also high. And the low profitability of banks in some countries poses a risk to financial stability.

As a result of the hit taken by the private sector, banks in many countries will probably be hit by write-offs of bad debts and non-performing loans (NPLs), according to Moody’s in a mid-October 2020 report. In a dismaying review of the situation, the rating agency expects UK banks to see the biggest jump in NPLs as real GDP contracts in 2020, while US banks like Citi and JP Morgan (JPM) have high exposure to unsecured personal loans and credit cards (see Fig 3).

The result? “The current recession is likely to exacerbate these issues and potentially impact the financial system’s ability to cushion the shock,” Bullock warns. As it happens, the Australian banking system, which weathered the GFC reasonably well, is both profitable and heavily capitalised.

Bloated balance sheets
The high sovereign debt by historical standards that the Bullock cites is a direct result of the GFC. As the governor of the Bank of England, Andrew Bailey, told the Jackson Hole conference in late August 2020: “There has been a large and sustained expansion of most central bank balance sheets in the past decade.” Like the latest torrents of printed money, central bank’s greatly bloated balance sheets were designed to preserve financial stability, more particularly to prop up a number of big banks.

And those balance sheets were still bloated ahead of the pandemic. “Thus the level of reserves required by the banking systems in the major economies is persistently higher, though it is not straightforward to determine exactly how much higher,” said the governor, citing the influence of a number of factors that can change over time.

The overall result is that many governments entered the pandemic with higher government – or sovereign – debt. And they had to print money all over again in the first big test since GFC. Bailey added: “Monetary policy has had to respond to an unprecedented shock and for many central banks the main tool to date has been further quantitative easing, in an unprecedented scale and pace of purchases.” In a nutshell, the latest pandemic-triggered sovereign debt has been piled on top of the money printed in the immediate wake of the GFC.

Alarmingly, corporate debt was hitting record levels when the pandemic hit with serious implications for emerging economies. In fact, the entire issue of corporate debt is being studied at the highest levels in central banking including by the Financial Stability Forum.

According to a World Bank study released in late 2020, corporate debt in economically weaker countries has shot up from 56 percent of GDP to a sky-high 96 percent. Although the authors point out that “debt financing offers many advantages,” it has regrettably served to “amplify solvency risks for firms in emerging economies and their exposure to changes in market conditions. The economic downturn triggered by the COVID-19 pandemic has only heightened these concerns.”

In plain speak, too many companies in lower-income economies are wildly over borrowed. Worryingly, much of that debt falls due in the next two or three years.

Potential turning point
The overall picture for less economically robust countries is grim. Indeed the accumulated damage is so profound that the IMF’s Georgieva believes the world faces a turning point in economic management similar to that which preceded the Bretton Woods agreement in 1944, a landmark arrangement between all the allied nations of World War Two. A response to the devastation and misery left by the war, the basis of Bretton Woods was that each nation’s central banks would co-operate by maintaining fixed exchange rates between their currency and the dollar. They also agreed to avoid mutually damaging trade wars, similiar to those most recently initiated by Donald Trump.

The wealthier western nations have sufficiently strong economies to get out of jail, although most forecasters say it will take about a decade

“Today we face a new Bretton Woods moment,” said Georgieva prophetically. “A pandemic that has already cost more than 1.3 million lives. An economic calamity that will make the world economy 4.4 percent smaller this year (2020) and strip an estimated $11trn of output by next year (2021). And we have untold human desperation in the face of huge disruption and rising poverty for the first time in decades.”

As the IMF president put it, there are two “massive tasks”: one is to fight the crisis and the other is to build a better tomorrow.

Solely because of a totally unprecedented global rescue mission, we have a sea of debt but, at least so far, no debt crisis. As the IMF noted in a blog in late 2020, the debt crisis has been staved off by “decisive policy actions by central banks, fiscal authorities, official bilateral creditors, and international financial institutions in the early days of the pandemic.” The IMF was in the middle of these actions, pumping about $31bn in emergency funding to 76 countries including 47 of the low-income ones. In addition, the World Bank’s Catastrophe Containment and Relief Trust offered medium-term debt-service relief to the poorest nations. And yet, this may not be enough. “These actions, while essential, are fast becoming insufficient,” the blog warns.

The wealthier western nations have sufficiently strong economies to get out of jail, although most forecasters say it will take about a decade. The looming concern lies with the poorer nations. This is why the IMF and other agencies have mounted a campaign that aims to achieve nothing more nor less than the reform of the international debt architecture, more particularly where sovereign debt contracts are concerned. This would take the form of an “orderly debt restructuring” that essentially means a generous programme of debt relief on sovereign bonds for relatively impoverished nations.

 

Nobel Laureate Joseph Stiglitz
Nobel Laureate Joseph Stiglitz

The day after tomorrow
It’s been done before in Latin America. But this kind of restructuring is complicated and sometimes murky, as current attempts to sort out delinquent nations such as Ecuador and Argentina are showing. The problem is that much official – that is, sovereign – debt is now held outside the long-standing procedures established by the Paris Club, an informal group of officials from the main creditor nations. Consequently, many actual and potential creditors are in the dark about such basic things as how much a country owes or on what terms.

This is one reason why the IMF wants cleaner contracts that spell out the true situation. And with a debt crisis in the offing, the federation is making a case for clauses that, in the event of natural catastrophes or other heavyweight economic shocks, automatically trigger lower debt repayments or freeze payments altogether.

Will this happen? It may have to, according to the IMF, if the world wants to “prevent and, if necessary, pre-empt another sovereign debt quagmire” that could trigger “large-scale defaults that would severely damage economies and set back their recoveries for years.”

Looking on the brighter side, some, like Nobel Prize-winning economist Joseph Stiglitz, joins the IMF managing director in seeing opportunities in the current havoc. Calling for a “comprehensive review of the rules of the economy” in the recovery process, he wishes for, among other things, monetary policies that deliver full employment of all groups, better balanced bankruptcy laws instead of creditor-friendly ones, and more accountability for bankers “engaged in predatory lending.”

These may happen, but one thing is certain: as the sea of debt recedes the world will not be the same as before.

ActivoBank are in pole position for the digital future

The COVID-19 pandemic arrived at a time when the Portuguese economy was still recovering from the last economic crisis, creating considerable instability in some of the most sensitive sectors of the economy. Travel, transportation, restaurants, hotels, and wholesale and retail commerce were all badly hit, affecting around 20 percent of the work force and contracting GDP by 4 percent.

The full economic impact of the pandemic will only be felt in the coming years, most likely exacerbating existing socio-economic inequalities. Young people and those with less secure jobs will probably bear the brunt demographically while, in business terms, smaller companies will be more severely impacted than their larger peers. There will be significant regional variations too. But there will be positives that come from this crisis. The pandemic has accelerated the digitisation of workplaces, forcing companies such as ours to move most of its employees to remote working.

Companies across the economy are having to reinvent their business models, and e-commerce and remote services are growing faster than ever before. The Portuguese banking sector is in a stronger position than it was in previous crises. Higher capital requirements and greater liquidity than in 2010–13 mean that the sector is more resilient than it was then.
Also relevant is the fact that the current crisis is not directly related to the financial sector. As a result, banks today have been able to move quickly to support the community with special measures such as loan moratoriums for individuals and businesses.

ActivoBank also waived credit card interest for three months. By helping to mitigate the negative effects of the pandemic for customers and their employees, the banks are keeping the economy as healthy as possible, so that companies stay operational, jobs are retained and the financial system keeps flowing.

 

More than just a digital bank
ActivoBank is a digital bank for individuals, but unlike most digital banks, it has a very wide offering. In addition to basic banking facilities such as current accounts and credit cards, ActivoBank offers personal and home loans, insurance policies, savings accounts, investment products, stock trading, investment funds and ETFs.

Furthermore, it has 16 branches located in major shopping malls, giving it a footprint and a visibility not available to digital-only banks. ActivoBank is committed to maintaining its physical branches as we believe they continue to play an important role in our relationship with our customers. Branch staff are great at helping even our most technologically conservative customers get more comfortable with our digital tools and learn to appreciate their benefits. Launched in 2010, Activobank is owned by Millennium bcp, the biggest private Portuguese banking group. At the end of 2019 it had over 300,000 customers (almost 100,000 of whom were acquired in 2019), over €2bn in assets and a positive net result of approximately €10m.

 

Carving a unique position
ActivoBank recognises the competition from fintech on one side and incumbent banks on the other and carves its unique position by differentiating itself from both. Fintechs started as mono-product attackers but they are moving to become more like banks as they add products and services to their portfolios. Incumbent banks, meanwhile, have increased the pace of their digital transformation to respond better to the fintechs. ActivoBank has the best of both worlds, able to offer products and services to cater for most of our customers’ financial needs.

We are a fintech by nature, an attacker in price and offer. But we also boast the width of offer, security and trust of an incumbent bank because we belong to the largest private financial group in Portugal.

Its ‘phygital’ model provides the visibility and reassurance of a physical presence with the benefit of digital experience and innovation. Digital banks and fintechs don’t always have to compete. By working together and sharing knowledge we can create even better services and products for our customers. Our partnership with TransferWise is a case in point.

Instead of trying to mimic what TransferWise has done so well – developing the capability to make seamless transfers around the globe in almost any currency – we partnered with them and incorporated their capabilities into our app and site. In the process we helped improve their service, making it even easier for customers to transfer funds abroad by enabling them to do so instantly from their ActivoBank accounts.

I strongly believe this is the way in which smaller digital banks and fintechs can get together and work on great solutions that will make them stronger and more competitive.

 

Adapting to succeed
During the pandemic, many branch and call centre staff continued travelling to their place of work while over half our employees shifted to remote working. To accommodate the needs of our staff, as well as to respond to an increase in demand for the call centre, we split our call centre team into six, with each group working in different locations. It was important for ActivoBank to show its customers that they can trust it to be always available, online and offline. It wasn’t just call centre usage that went up. We saw a rise in the number of accounts opened via digital channels too, unsurprising given that we were the first bank to allow customers to open an account remotely.

ActivoBank has always relied on a strategy of constant digital transformation. It started as Banco7, the first phone bank in Portugal, back in the 1990s. Then it was the first bank with a transactional website in 2000, and in 2010 it launched the first transactional mobile banking app in Portugal. In 2019, we went back to the drawing board, redesigning the app and launching a new version better suited to the needs of our clients. Not only do we challenge ourselves, but we are also challenged by our customers, who want to interact with us in the quickest and most convenient way possible. As such, our IT teams are constantly improving our architecture and infrastructure so that we can respond to those challenges.

Most of the digital developments start with a suggestion or a complaint from a customer and are tested by our customers themselves. One of the weapons in our armoury is a state-of-the-art lab where we invite customers and non-customers to test our concepts and ideas. With the aid of a gaze-tracking system, we are able to analyse how users interact with prototypes of our mobile app and web platform, giving us valuable insights into the user experience. As we develop these digital interfaces, we understand that providing help and support is crucial for the experience. Not only do we invest in expanding our contact centre capabilities through chat and co-browsing, blending the digital interface with human support, but we also provide digital support through state-of-the-art bots.

 

A growing market
Almost 65 percent of our clients use mobile banking already and trends indicate that this number will increase. People are logging into the app more frequently too, every day compared to a handful of times per month. A big draw for these daily users are the stock trading services and investment products that ActivoBank offers, tools that reward frequent engagement. Growing our customer base is fundamental so that we reach a significant share of the market. Ever important, however, is increasing the number of customers that use us as their main bank. Fortunately, this figure is rising fast. We are also projecting a strong increase in our share of wallet, as our customers use more of our products. Our growth is projected to move from a mostly transactional customer, one who makes payments and transfers, to a first bank customer who relies on us for their mortgage, personal loan, investments and insurance products. We are growing in the order of 30–50 percent in most areas, and we expect to continue on that trajectory for the next couple of years.

 

The future
The pandemic will have lasting consequences for the way we live and work. Most banks have speeded up the process of enabling remote working, and the digitisation of society has gone into a higher gear. E-commerce has grown incrementally, as have most other digital and remote services. Digital banks such as ActivoBank are in pole position to take advantage of this shift in society, helping customers to access their banking wherever and whenever they need it.

Issues of trust and security are more important than ever, as more and more businesses move online. Banks such as ActivoBank that have invested heavily in this area, in terms of both systems and staff training, will be best placed to capitalise on this movement. We have several teams that control and monitor our digital platforms, such as IT, legal and compliance, all ensuring that safety and privacy procedures are implemented according to the recommendations and obligation of the European and national regulatory bodies.

The way we responded during the pandemic will have helped bolster trust too – customers knew that they could rely on us through this difficult period. Going forward, clients can expect the same commitment as they have since day one: simplicity, transparency, innovation and trust.

Green data centres at the core of sustainability strategies

Global warming from carbon emissions, increasing sea levels and images of pollution are increasing public and shareholder pressure on corporations to take an active role in finding solutions and be accountable by setting goals and publicly documenting results.

In the IT industry, reducing electrical power generation from fossil fuels is priority number one, followed closely by water conservation and waste management. For the average person, sustainability practices encompass recycling paper and plastic, conserving water, and embracing electric or hybrid vehicles and other eco-friendly habits. For the data centre industry, which is responsible for three percent of global power consumption, sustainability takes on a more intense and innovative path. Based on the sheer size and scope of its business, data centres, like enterprises, have an obligation to implement and promote more sustainable choices and solutions.

As an epicentre of connectivity, multi-tenant data centres provide a location for organisations to house their equipment and connect with the providers, partners and customers required to run their businesses.

Multi-tenant data centres are one of the largest per capita consumers of electric power. Based on current estimates, data centres in the US alone will have consumed approximately 73,000 megawatts (MW) in 2020. To put this in perspective, the US Department of Energy estimates that large multi-tenant data centres may require more than 100 megawatts of power capacity, which is enough to power 80,000 US households, or a small city.

Worldwide, it’s estimated that data centres account for about two percent of total greenhouse gas (GHG) emissions – a number that is on par with the airline industry.

Technological advancements are difficult to forecast, but several models predict that data centre energy usage could surpass more than 10 percent of the global electricity supply by 2030.

Because of this, data centres are responding and are starting to become powerful voices for change, playing a central role in lessening the impact on the environment. They are making public commitments to minimise their environmental footprints, invest in renewable energy, and devise long-term plans to improve their sustainable efforts. They are becoming cognizant and strategic in how they run their facilities, from what and how they purchase their energy to how they cool the data centre, and everything in between.

These data centres are following the lead of corporate giants such as Microsoft, Facebook and Salesforce, who are also establishing sustainability strategies to support the planet. Microsoft released an aggressive plan to halve its carbon emissions by 2030. To help achieve this goal, the company is incentivising its suppliers and partners to reduce their own carbon footprints in order to continue doing business with it.

 

Drivers of change
Today, hyperscalers, large enterprises and government organisations are demanding that data centre operators create a sustainable infrastructure to earn their business. In response, data centres are evolving.

The most sustainable data centres are being built on commitments to innovative green and renewable strategies – including green power, water reclamation, zero water cooling systems, recycling and waste management, and more. They do not contain obsolete systems (such as inactive or underused servers), and take advantage of newer, more efficient technologies. Taking cues from the hyperscalers, the most sustainable data centres recognise the need to lead with modular energy-efficient data centre designs from the onset, adopt the latest in building technology, and influence the overall supply chain for the actual sourcing of materials for these innovative new data centres.

 

Economies of scale
Benefits such as cost reduction, increased efficiency and knowledge that you are a better corporate citizen are obvious. What is not readily apparent is that by moving into a green multi-tenant data centre, sustainability benefits are also passed on to the businesses and consumers who collectively benefit from the data centre’s green IT infrastructure.

The economies of scale are extremely significant. Instead of a business (such as a large online retailer) attempting to deploy its own sustainable IT environment to power its service delivery, it can and should outsource to a data centre operator that has a thoughtful and transparent sustainability strategy. The sustainability benefits are then passed along to all the consumers using its services and there could be hundreds of businesses like this in a single green data centre.

Corporates can have a big, impactful shift in their carbon footprint by simply outsourcing their data centre operations

In addition, when you deal with a true green data centre that is serious about sustainability, the benefits go far beyond the requirement that your power be green. There are environmental and philanthropic benefits that can be linked with your outsourced IT infrastructure.

Corporates who report annually on their carbon emissions consider on-site data centre in their scope two reporting, while outsourcing the data centre allows them to shift this impact to scope three. Furthermore, the offsite data centre is often already procuring 100 percent renewable energy, which brings that carbon impact to zero. This is huge.

Corporates can have a big, impactful shift in their carbon footprint by simply outsourcing their data centre operations. The best green data centre operators are starting to formally document and report their progress in environmental, sustainability and governance (ESG) reports made public annually. For conventional enterprises and data centres that do not have measurable sustainability as part of their governance, it is coming.

QTS Realty Trust is one of a few data centre companies holding themselves accountable as global citizens and committing to sustainability best practices that are impactful, achievable and will ultimately set the standard for the data centre industry in the years to come.

The company has committed to minimising its data centre carbon footprint utilising as much renewable fuel, reclaimed water and recycled materials as possible by implementing a methodic sustainability approach featuring energy-efficiency measures and renewable energy procurement, all backed by continuous innovation.

 

Transparency is key to accountability
QTS is documenting and publicly reporting on sustainability goals, metrics and best practices – one of only a few data centre companies to do so.
To support this, QTS recently published its second ESG initiatives report that documents the industry’s first formal commitment to provide 100 percent renewable energy across all of its data centres by 2025. In 2019, QTS won numerous awards including the coveted GRESB benchmark ranking QTS as the number one sustainable data centre company among all data centres globally for its ESG initiatives. In 2020, the Environmental Protection Agency named QTS the winner of its first annual Green Power Leadership Award for QTS’ innovative Green Power Purchasing Model.

Today QTS has seven data centres running on 100 percent renewable energy. Approximately 30 percent of its overall data centre power requirements are sourced from renewable energy sources, representing over 300 million kilowatt-hours (kWh) of renewable power. According to the EPA, this makes QTS one of the largest users of green power among all data centre companies and the 12th largest user among the top tech and telecom companies.

 

Choosing a green data centre
For those operating on-premises legacy data centres looking to move into green data centres, or for organisations already outsourcing to a less than green provider, the following are 10 tips when evaluating green data centre providers.

  1. Check the providers’ ESG ratings with organisations such as GRESB, the Carbon Disclosure Project, RE100 and Sustainalytics, and look for documented commitments to 100 percent renewable energy.
  2. Look for innovation in power such as the use of artificial intelligence to forecast power consumption, analyse data output, humidity, temperature, and other important statistics to improve efficiency, drive down costs, and reduce total power consumption.
  3. Check the EPA ranking to find the data centres leading in green power commitments.
  4. Look for zero water cooling solutions powered by 100 percent renewable wind and solar power.
  5. Renewable energy should be impactful and cost-effective. Look for data centres with innovative green power procurement models that allow it to purchase renewable energy on parity or below the price of conventionally produced power.
  6. Look for innovative, data-driven, service delivery models that tap AI, machine learning and predictive analytics that enable sustainability initiatives.
  7. Look for data centre operators that work closely with utilities to develop tariffs and legislation that make it easier and more cost effective for everyone to procure renewable energy.
  8. Look for providers with innovative philanthropic programmes such as the ‘Grow with QTS’ programme that plants more than 20,000 trees in the Sierra Mountains every year on behalf of its customers, or its ‘HumanKind’ programme that promotes clean water solutions in emerging markets.
  9. Look for providers actively speaking and participating with leading organisations such as the EPA’s Green Power Partnership, REBA, the Data Centre Coalition’s energy committee and the RE100.
  10. Look for providers touting on-site physical features such as smart temperature and lighting controls, rainwater reclamation, recycling and waste initiatives, and EV charging stations.

 

Alignment and execution around a core set of sustainability principles creates direct benefit to buyers of colocation services, their customers and the communities in which the data centres are located.

The fact that so many businesses are more environmentally aware means that contemplating what green, sustainable data centres can offer is becoming an increasingly important standard for choosing a data centre provider.

Customer risk aversion is presenting an opportunity

In 2020 the COVID-19 crisis dragged the world’s financial markets to significant volatility and forced investors to massive redemptions. However, it is during these periods of uncertainty that companies need to embrace new opportunities and guarantee to their customers clear and open communication as well as solid client servicing. This has accelerated the pace of business both in the Philippines and around the globe, with companies speeding up a digital transformation that has changed the way customers interact with financial professionals.

BDO Unibank has embarked on improving its digital footprint for years already, and over these months, its asset managers have worked hard to increase visibility and show that they can keep service level expectations. Despite working on a reduced capacity in compliance with newly established quarantine rules, we had to find ways to deliver consistent returns and reliable customer service.

As a result, we introduced a webinar series called Market Sense, because we understood the importance of providing guidance to help our clients better understand the current situation in the markets and where it is headed, so they can make better investment decisions. Also, we ramped up our electronic direct mailers, sending investment recommendations to clients to help them grab investment opportunities. As a result of this, BDO Trust has surpassed the PHP one trillion (€20.8bn) mark in assets under management (AUM) this year, amidst the crisis. This further bolsters our leadership in the Philippine trust and investment industry. BDO Trust’s ability to navigate through tough times was tested during this crisis and we believe that we rose to that occasion. As the government slowly eased up on the quarantine measures, the economy started to recover. Despite the on-going pandemic, we know it is our duty to serve the Filipinos during these unprecedented times.

 

Digital transformation
Filipinos from all walks of life, young and not-so-young, started doing their investment transactions online. We saw a surge of account opening and investment transactions done during the community quarantine. This sudden change in customer behaviour gave us a glimpse of what can be the new reality for investments in the future. Clients are now expecting investment products and services to be available 24/7. On-demand and reliable online investing will become a new standard for local banks, which for years have heavily relied on the branch network. We still believe that the branch network will continue to be the primary touch point, but the online channels will now be an integral part of the whole banking and investment distribution system.

As technology can easily be replicated, what will differentiate the best banks from the good banks is how the digital aspects of the business enhance the important human interactions. We recognise the need to differentiate from being a product and service provider to an investment partner, able to guide our clients and help them achieve their investment goals through both personal and digital means.

 

Future plans
Introducing new clients to the trust business will be an important driver moving through 2021. Improving our retail investor base will start with increasing our penetration from our own bank’s client base. We shall be targeting clients with a high propensity to invest through data-driven marketing initiatives. This will be done in co-ordination with our branch banking partners to ensure that these clients are given proper guidance at the onset. The goal is to evolve them from being savers to becoming investors. Enhancing client touch points will be an important factor as well. This year we shall continue to harness technology and enhance processes to better serve digitally savvy investors and to provide more value and experience to customers. We have embarked on a comprehensive front-to-backend system enhancement to prepare us to further scale our business.

We have also made significant investments in improving our distribution channels to allow for a more robust digital platform, both online and mobile, to expand our customer reach more efficiently and to greatly enhance customer experience and meet their expectations. The ongoing enhancements will provide full mobile access to BDO UITF and PERA clients, with BDO Easy Investment Plan (EIP) capabilities for all UITF products, and a full-service invest online functionality delivering a smooth customer journey. We want the experience of the client to be the same whether they transact through the branch or online. Initiatives that will allow clients to have electronic certificates of participation and partial redemption of their investments, as well as the experience to create portfolios for specific financial goals, are in progress. The branch will also be provided with ready information on investments so they can service clients efficiently.

 

Affordable investment products
Our continuing efforts to increase BDO UITF usage through financial literacy is just as important. We have a dedicated team that provides financial literacy programmes directly to our clients. We teach proper budgeting, smart investing habits and retirement planning to different audiences – clients, employees, teachers, and factory workers to name a few. We also promote affordable investment products that start with investment amounts as low as PHP 1,000 ($20) for peso-denominated funds and $200 for US Dollar-denominated funds via the EIP.

We also offer the Personal Equity and Retirement Account (PERA) to our retail clients to help them augment their retirement pay and plan for a comfortable retirement. The PERA is a voluntary retirement account that is meant to supplement a Filipino’s government service insurance system (GSIS), social security system (SSS), and/or corporate pension benefits. It is designed to promote greater financial security for Filipinos here and abroad. We believe that planning for your retirement is one of the key tenets of financial wellness and that PERA will greatly help improve Filipino lives after their retirement.

Under PERA, Filipinos of legal age can contribute up to a maximum of PHP 100,000 ($2,075) for local residents or PHP 200,000 ($4,150) for overseas Filipinos within a calendar year. Contributions to employees’ retirement accounts can also come from employers. The contributions under PERA are entitled to exclusive tax benefits such as a five percent tax credit on the contributed amount, investment income is exempt from taxes and account investments are exempt from estate taxes. We offer retirement accounts to clients through the PERA online application. This has allowed us to promote PERA efficiently, giving equal opportunity to Filipinos nationwide as well as greatly enhancing the customer on-boarding experience.

We also offer three PERA UITFs which are designed to serve PERA contributors in all stages of retirement preparation. The BDO PERA Equity Index Fund is ideal for those who are starting to build their retirement fund while the BDO PERA Short Term Fund is more applicable for those about to retire or who have already retired. The BDO PERA Bond Index Fund is appropriate for those who are nearing their retirement. We strongly believe that PERA gives us Filipinos the opportunity to augment our retirement fund so that we can enjoy life after our working years.

 

Impact of pension reforms
We have become aware of the need to invest for our eventual retirement, adding to the benefits that we will receive from social pension and corporate retirement packages. However, the Philippine Retirement Pay Law does not require companies to fund pension plans to cover their retirement liabilities. This leads to employers paying pension benefits only upon the retirement of their employees and often based on the minimum requirements set by the law. The pension received from corporate and state pension plans may not be enough to cover expenses during the retirement years. This problem has led the government to consider making it mandatory for private companies to partially or fully fund retirement plans for their employees. This development will not only help Filipinos cope with their lives after retirement, it will also help grow the Philippine capital market through the increase in demand for investments to fund retirement accounts. The government believes that improving the pension system in the country will be a win-win scenario for the country and its citizens.

If the pension reforms come to effect, companies will start to look for trust and investment entities that will be able to provide sound investment advice and reliable service when addressing their retirement fund needs. This will be beneficial to banks that have greater experience in sourcing investments and managing retirement funds. We have years of experience in handling the retirement funds of several local and multi-national companies in the country. We also take things a step further, as not only do we provide our corporate clients with good quality securities to fund their retirement funds, but we also help their employees prepare for their eventual retirement through constant financial literacy campaigns and the availability of a wide array of retail products such as PERA and BDO UITFs that are both accessible and affordable. We also have the EIP that allows employees to invest automatically and regularly for their different investment goals, including their retirement.

Digital and customer-focused innovation for the customer

Established in 1946, Garanti BBVA has steadily grown to become Turkey’s second largest private bank, with consolidated assets of close to TRY 526bn ($68.5bn) as of September 2020. Its investments in technology, innovation, products and services – offered with strict adherence to quality and customer satisfaction – have carried it to this prized position in the Turkish banking sector.

Garanti BBVA is an integrated financial services group operating in every segment of the banking sector, including corporate, commercial, SME, payment systems, retail, private and investment banking. It also has local subsidiaries in pension and life insurance, leasing, factoring, brokerage and asset management, and international subsidiaries in Cyprus, Malta, Netherlands, Germany, Switzerland and Romania.

Customer experience is even more important in today’s dynamic environment with countless changes accelerated by technology

Its business model is driven by strategic priorities focused on responsible and sustainable development, customer experience, employee happiness, digitalisation, optimal capital utilisation and efficiency. Custom-tailored solutions and a wide variety of products have played a key role in its reaching TRY 400bn ($52.2bn) loans and non-cash loans.

Garanti BBVA stands out in the sector with their 5,213 ATMs (the second largest ATM network among private peers), an award-winning call center, internet, mobile and social banking platforms – all built on a cutting-edge technological infrastructure.

In the midst of the second wave of the pandemic tightening its grip on the global economy, World Finance spoke with Mahmut Akten, Executive Vice President of Retail Banking at Garanti BBVA, about its continuing response to COVID-19.

 

Has the continuing pandemic changed your approach to business or clients?
For Garanti BBVA, the safety of our employees and the satisfaction of our clients are and always will be our priority. At the start of the outbreak, we moved all eligible employees to remote working to preserve the workforce and launched multiple initiatives to help people adapt to the ‘new normal.’

We made our customers’ life easier by introducing measures like adding new services on digital channels, increasing digital and contactless transaction limits, limiting the number of customers waiting in branch lobbies and postponing debts.

Additionally, as a result of the rapid increase in e-commerce transactions during the pandemic, Garanti BBVA customers are now able to make their payments at the checkout by applying for a general purpose loan which takes around 5 minutes to complete the process and place the order. In other words, providing both our employees and customers with uninterrupted and innovative banking services in the healthiest conditions is crucial.

What has made you most proud of Garanti BBVA’s response to the pandemic?
Garanti BBVA was one of the first Turkish companies to organise efforts to fight this epidemic. The most important action was, as a part of our global campaign, to deliver 200 ventilators to be used in the treatment of COVID-19 patients in the worst days of pandemic. Additionally, we made donations to university hospitals for the purchase of medical devices and materials which brings our total contribution to $5.3m.

We are also one of the most successful banks to comply with the rapidly changing pandemic situations without any interruption or lack of quality in our services. For example, in the first days of pandemic, we implemented a one-click debt postponement function on our digital channels in a short period of time. Thus, our customers were able to postpone their debts without visiting branches or calling the call-centre.

 

Have you made any digital changes recently to facilitate remote working or any other ‘new normal’ activities?
The COVID-19 pandemic showed us the undeniable importance of digital services, even though we have been investing in digital channels and technological systems for over 25 years. In the future, we will continue to focus even more on digital transformation and remote services, and will evaluate the most suitable and healthy conditions both for employees and customers.

During a pandemic, providing customers with all critical banking services in a remote and safe way becomes crucial. At Garanti BBVA, we have been offering most of our services, from major products such as personal loan application and disbursement, overdraft account new limit and limit increase, credit card applications, deposit account openings, investment products, pension transfer to numerous transactions and payment services through our digital and remote channels.

Therefore, Garanti BBVA regards customer experience as the most important element for differentiating itself and standing out from the competition.

 

Have you added to the financing of renewable energy projects?
For retail banking, we brought out our Green Mortgage product to support environmentally friendly buildings, which has TRY 379m ($50m) total financing provided. As an important step, in 2019, we focused on increasing our impact on climate change and started working on our scope 1 and scope 2 emission targets for submitting to the Science Based Targets Initiative. In light of these developments, at the beginning of 2020 we signed a contract with utilities across Turkey to purchase 100 percent renewable energy for our buildings and branches that have a compatible infrastructure. We will keep supporting our stakeholders for climate change transition and opportunities in this journey. We will also focus on encouraging our customers to become aware of their own individual impact and guide them on adapation mechanisms on sustainability such as using public transportation, green products, electric and hybrid vehicles. We will continue to advise our customers on how to facilitate and accelerate their efforts in sustainable trends such as circular economy, sustainable investment funds and sustainable innovation.

 

Do you anticipate changes in how you do business in the post-pandemic environment?
At Garanti BBVA, digitalisation has always been one of our most important priorities. As a result of investing in our digital channels and technological infrastructure for many years, we have reaped the rewards of fast adaptation during the pandemic. When it comes to the post-pandemic environment, the increase in using digital channels that accelerated during the pandemic will continue at an even faster pace. As well as digital channels, innovative hybrid service models will stand out for more sophisticated products and services in the future. For example, in the mortgage loan process, to recognise customers, ensure security and to give advice, seamless videocall functions on digital channels will be provided so that customers will be 100% remotely served without visiting branches. Therefore it can be said that, with the increase of hybrid models, the role of remote service employees will be more important and much stronger.

 

Can the traditional bank branch survive?
Garanti BBVA provides a wide range of financial services to its more than 18 million customers. We have 18,162 employees working throughout an extensive distribution network of 894 domestic branches, seven foreign branches in Cyprus, one in Malta, Netherlands, Germany, Switzerland and Romania. Traditional branch banking services have been reshaped with the help of digitalisation to increase operational excellence, customer experience and efficiency. Most of the pillar products are being served with a fully omnichannel experience to our customers. For example, when a customer applies for a general purpose loan at a branch, the same application can be completed on digital channels and loan documents can be approved via a call centre with an end-to-end seamless experience. Moreover, when a customer process is left unfinished on digital channels, a notification is sent instantly to the customer representative and immediate action is taken to finish the process.

These developments are seamlessly combined with the power of human touch and have resulted in great success. It is an undeniable fact that human touch is still a very powerful communication tool that directly affects customer experience, especially at critical points of customer processes. Since customer experience has always been one of the main pillars of our strategy, we strongly believe that companies delivering a facilitating experience are, and will be, the most successful ones in their industries. Therefore it can be said that even though the usage of self-service channels has been increasing, human touch will continue to be a key aspect of banking interactions.

 

Looking further ahead, what do you think will be the most exciting applications of AI and virtual reality within banking?
Automatic learning is a prerequisite for intelligent systems. It enables data-driven predictions and creates new business opportunities. The most important areas that will be affected by new technologies are automation, personalisation, human-machine interactions and security. Exciting examples of where the banking sector can benefit from new technologies include the automation of recurring processes for efficiency, providing customers with the service they need at the right time with a personalised experience, a healthier credit-scoring algorithm and more ‘human-like’ digital interactions. At Garanti BBVA, data-driven interactions are one of the important strengths that differentiate us in the sector. To maintain this strength, we have been investing more and more in new technologies.

As to the future, our capital-generative, disciplined and sustainable growth strategy that strictly adheres to solid asset quality enables us to move forward strongly. Sustainable growth not only increases production and sales but also generates innovative technologies and products. Besides this, our effective risk management through an integrated review of financial and non-financial risks, as well as our organisational agility in capturing new opportunities, will continue to result in sustainable value creation for all our stakeholders.

A money evolution

In March 2020, reports claimed the World Health Organisation (WHO) had warned against using cash amid fears it could be spreading coronavirus. The WHO later pushed back on the claim, declaring it had never issued any official warnings – but it wasn’t the only whisperings of ‘dirty cash.’ China had already begun sterilising money in February out of hygiene concerns, and in March the US Federal Reserve started quarantining dollars from Asia, begging an important question: how clean was cash?

In response, retailers across the world began putting more emphasis on cashless transactions, with contactless payments growing by more than 40 percent globally in the first quarter of 2020, according to a survey by Mastercard. A study by data firm Dynata found the preference for cash dropped by 31 percent in the early months of the pandemic across the countries surveyed, and YouGov research found that ATM withdrawals in the UK had fallen by around 60 percent over lockdown.

The explosion of online shopping further contributed to the trend, with consumers turning to online systems such as PayPal to make their transactions; Amazon’s revenue increased 37 percent to a record $96bn in Q3, as shoppers across the world flocked to the e-commerce giants to get their goods.

A gradual decline
This shift hasn’t come out of the blue, of course; the idea of a ‘cashless society’ has been touted for years, dating back as early as the 1960s with the advent of credit cards, and spurred on by the rise of electronic banking, digital wallets and mobile payment systems, made possible by the explosion of fintech firms such as Venmo, iZettle, Swish and PayPal.

Sweden had already gone almost entirely cashless – at the start of 2018, only one percent of the country’s GDP was circulating as cash – and Finland was edging ever closer too, with the central bank having forecast a cash-free society by 2029.

The pandemic has accelerated the move away from cash usage and the adoption of contactless payments instead

In the UK, cash payments were predicted to represent just nine percent of all transactions by 2028, according to a 2019 report by UK Finance. And in China, more than 90 percent of city-dwellers said they used WeChat Pay and Alipay as their primary payment method, a study by the Brookings Institution found.

But while the move towards a ‘cashless’ future might not be anything new, many experts believe the pandemic is likely to have sped up the trend.

Among them is Natalie Ceeney, Chair of Innovate Finance and leader of the 2019 Access to Cash Review study, which looked at consumer cash needs in the UK. “The pandemic is likely to have dramatically accelerated the decline in cash,” she told World Finance. “Those who can use digital have made a significant shift in their behaviours.”

Luc Gueriane, Chief Commercial Officer at financial services provider Moorwand, agrees. “The pandemic has accelerated the move away from cash usage and the adoption of contactless payments instead,” he said. “A lot of people are now realising the convenience of not using cash and are beginning to have more trust in digital banking products that have helped them throughout the pandemic with money management features.”

That’s good news for the fintech sector, and it brings benefits to the finance industry at large – but how close are we to really going ‘cashless’, what barriers are there, and how would economies ultimately cope with the transition?

How convenient
The potential advantages of a cash-free society are many – not least the convenience that digital and contactless payments bring to consumers. This in turn could encourage increased spending; a study by MIT professors Drazen Prelec and Duncan Simester in 2001 found that shoppers spent up to twice as much when using a credit card versus physically handing over cash, for example.

That could have positive knock-on effects for both businesses and the wider economy.

Going cash-free could also save merchants money, according to Gueriane. “Physically managing cash is an expensive part of any business,” he said. “There are costs associated with handling, storing, and depositing paper money, such as security for keeping the cash safe, or transporting and depositing cash into bank accounts.”

That’s likely to become an even bigger factor if cash usage continues to decline; a study of 750 retailers in Sweden found that if cash transactions fell below seven percent of the total, the cost of handling the physical money became higher than profit made on cash sales.

“Smaller merchants have resisted for years on taking card payments because they don’t buy into the argument that the cost of cash is there,” said Gueriane. “But COVID-19 has pushed retailers to acknowledge the economic benefits of investing in contactless terminals when so few people are actively taking cash out anymore.”

Those costs aren’t only limited to businesses, of course; cash is a costly business for banks, with large sums spent on protecting physical money and monitoring criminal activity – and extra costs associated with actually producing the physical paper and coins.


Cursed cash?
But perhaps the most commonly cited motivation for going cashless is the ability to monitor payments and so eradicate cash-related tax evasion and criminal activity.

“Tax revenue is lost from cash-in-hand payments,” said Gueriane. “Every transaction is recorded on a bank statement, which makes it easier to see if and when money’s gone missing. Money laundering and tax evasion are reduced because there is always a paper trail.”

In his 2016 book, The Curse of Cash, economist Kenneth Rogoff argues that tax avoidance, money laundering, violent crime, the drugs trade, corruption, human trafficking and terrorism are all facilitated by cash.

According to his findings, the value of cash circulating in the US in 2015 was $1.34trn (which, divided evenly, would mean every person in the country having a cash pile of $4,200). With around 80 percent of this money made up of $100 bills, he suggests a significant chunk of this is being used to facilitate illicit activities – which could arguably be wiped out if the country went cash-free.

It’s not only in the US that this is happening, of course; in 2016, the European Central Bank (ECB) announced it would stop printing and issuing €500 notes, “taking into account concerns that this banknote could facilitate illicit activities.” When the move was announced, €500 bills accounted for nearly a third of the €1trn cash floating around at the time, much of it believed to be linked to money laundering, terror financing and the shadow economy.

It’s not just the large-scale criminal activity that cash can cover up, though. Counterfeit notes, robberies and employee theft are all issues associated with paper money, with the latter alone costing American businesses $50bn a year, according to a report by the Statistic Brain Research Institute in 2017.

It was indeed the attempt to quash this kind of crime that accelerated Sweden’s move towards going cashless, according to Jonas Hedman, associate professor at the department of digitalisation at the Copenhagen Business School. “Something unique to Sweden was a spate of robberies, which resulted in the unions of various organisations like bank employees, bus drivers, cab drivers and others pushing for a cash-free society in order to protect their members,” he said in an interview with the Wharton School.

Cybercrime
Eradicating cash, however, doesn’t necessarily equate to eradicating crime. That’s at least the opinion of Innovate Finance’s Ceeney. “Reducing cash is often cited as having huge benefits in terms of tackling crime, but this is extremely misleading,” she said.

“The sad reality is that criminals usually find a way, and as cash use reduces, crime simply shifts to other targets, or is laundered in different ways. In Sweden, as cash reduced, bank branch and cash transit robberies declined to almost nothing. At the same time, the theft and hijacking of other valuables rose. In the same way, many criminals now target the vulnerable online in ‘push payment’ scams, rather than turning up at their door trying to solicit cash.”

Friedrich Schneider, Professor of Economics at the Johannes Kepler University in Austria, carried out research to find out what impact eliminating cash would actually have on tax evasion and crime. His results concluded that if cash was abolished, the shadow economy would be reduced by 20 percent, corruption by 18 percent and crime by five to 10 percent – that’s significant, but it clearly doesn’t just get rid of it altogether.

Money laundering and tax evasion are reduced because there is always a paper trail

Criminals could switch from cash to cryptocurrencies, with the likes of Bitcoin having already garnered a reputation for illicit transactions on the dark web.

There’s also the added threat of cybercrime. The UK’s Financial Conducts Authority (FCA) reported that data breaches at financial services companies rose by more than 1,000 percent between 2017 and 2018, with cybercriminals stealing £503m from the country’s financial institutions in the first half of 2018, according to UK Finance. The more we rely on digital, the bigger the risk might become. It’s not just targeted bank hacks that pose a threat, of course; many have argued about the dangers of relying solely on digital infrastructure when flaws in the system or power outages can cause mass meltdowns. Visa’s IT collapse in 2018, when a broken switch led to more than five million failed transactions across Europe, is a case in point.“Cash works even when the power goes down, whereas digital payments don’t,” said Ceeney. “This has raised concerns within central banks and governments as to the resilience of a digital infrastructure were cash to become obsolete.”

A survey by Paysafe found that half of consumers globally believed cash to be the most reliable form of payment during a crisis. “When a hurricane is approaching the US, Federal Reserve officials have told me they see an increase in the demand for cash by up to 500 percent,” Brett Scott, author of The Heretic’s Guide to Global Finance: Hacking the Future of Money, told World Finance.

“Because people recognise that an offline form of money is what you need when there’s a natural disaster. Ultimately if you want your economy to survive, you need these resilience elements in your monetary system. If you want a multi-modal, resilient payment system, you’d better keep cash – which is why the central banks should be promoting it.”

Sweden’s setbacks
In recognition of these issues, Sweden has started to backtrack on its cashless plans. In 2018, the Swedish Civil Contingencies Agency advised consumers to keep a cash pile for use in the event of a war or cyber-attack, later suggesting that it should be made obligatory for supermarkets, pharmacies, petrol stations and health services to accept cash. In November 2019, the country voted on a law making it mandatory for banks holding over £5.8bn in deposits to offer an adequate level of cash services. Following suit, the UK announced in its March 2020 budget that it would legislate to protect the nation’s cash infrastructure.

“We heard a very consistent message from policy makers, regulators and business leaders in Sweden that their digital revolution had gone too fast,” said Ceeney. “The Swedish parliament has even debated ‘what do we do when we are hacked by the Russians?’”

It wasn’t just the prospect of cyber-attacks and digital failures that drove the decision, though. The biggest problem was the fact a significant portion of the population was cut out. Many believe going cashless risks excluding vulnerable groups and exacerbating inequality.

Counterfeit notes, robberies and employee theft are all issues associated with paper money

“Sweden’s population demographics are similar to those of the UK, and like us, they had people in their population who were unable to use digital payments, and yet were struggling to get cash or use cash,” said Ceeney. “They were in danger of leaving people behind.”

This clearly isn’t a situation unique to Sweden. According to estimates from the Federal Deposit Insurance Corporation (FDIC), 5.4 percent of US households are unbanked, meaning they wouldn’t be able to function in a cashless society.

That figure is closer to two percent in the UK, according to the Financial Inclusion Commission, but the Access to Cash Review found that around 17 percent of the population would struggle to cope if the country went cash-free. And it’s not just the elderly who would be excluded, according to the research, with poverty the biggest indicator of cash dependency, and other vulnerable groups also frequently reliant on cash.

Gueriane believes this element of exclusivity is one of the biggest barriers to societies going completely cashless. “The crisis has made it clear that a lot more action is needed around making digital banking solutions available to all individuals,” he said. “Many programmes (digital banking solutions as well as crypto) are working to help make banking more financially inclusive.

However, if there isn’t buy-in from all involved, then there is a risk of a cashless economy becoming financially exclusive to certain demographics.”

The cash rebellion
It’s not just vulnerable groups and low earners who are on the side of cash, though. In the US, a survey by Genesis Mining, ‘Perceptions and Understanding of Money 2020’, found that 60 percent of respondents were opposed to the idea of paper money being replaced with digital-only money.

Diary studies by the Federal Reserve found that cash is still the preferred payment method for many in the US. “These studies have shown that cash use is still dominant in low-value transactions, below $20,” said David Stearns, software engineer at Stripe and author of Electronic Value Exchange. “That’s especially true for the very young, who don’t yet have access to a card, and the older demographic (45+).” Stearns points to the importance of cash in cultural traditions, such as tipping and gift-giving. But for some the biggest issue is having freedom of choice – and the desire for a diverse monetary system that includes centralised, state money.

Partly for this reason, Brett Scott believes there’s mounting resistance against the idea of a cashless society. “I’m seeing a lot of pushback,” he said. “I’m on a Facebook group with 25,000 members, which is ordinary people who are suddenly worried about this issue. The state should be protecting the diversity of the monetary system.”


Concerns over privacy
Central bank digital currencies could be one solution to maintaining this diversity as we move towards a potentially cashless future. China’s central bank is trialling a digital yuan as an alternative to cash, while Sweden’s Riskbank is piloting the e-krona – a digital wallet that allows users to make payments, deposits and withdrawals on a mobile app. The latter has evolved out of concerns that consolidation of payment services “could restrain competitiveness in the market and make society vulnerable,” in the words of a 2017 report on the project.

The report states: “The development towards an almost cashless society entails households having little opportunity to save and pay with risk-free central bank money and this can ultimately lead to a decline in the resilience of the payments system. A possible e-krona could function as a complement to the payment forms that are currently offered in the private sector.”

But this wouldn’t overcome susceptibility to cyber-crime and the vulnerabilities of digital infrastructure, and nor would it overcome another potential barrier to going cashless – concerns over privacy. Unlike with cash, transactions would still be traceable – which is exactly what some fear, according to Scott.

He believes getting rid of cash could be dangerous in countries where states already have widespread control. “The prospect of monitoring political subversion and opposition looms large in certain countries,” he wrote in an essay on the topic. “The end of cash will probably mean the beginning of an all-encompassing panopticon that can be used for widespread surveillance, tracking and manipulation of individuals.” Stearns agrees that privacy may be a concern for some – and a potential barrier in the future. “Cash is the only anonymous payment method, so consumers who care about privacy will resist its elimination,” he said.

Cryptocurrencies could offer a way around these issues, since transactions are invisible – but they aren’t without their issues, not least, once again, digital vulnerabilities and the shadow economy.

The road ahead
Ultimately, many believe it’s unlikely cash is going to just die out tomorrow. “Just like there is no total paperless office, you will see cash living alongside other forms of payments for some time,” Bernardo Batiz-Lazo, Professor of FinTech History and Global Trade at Northumbria University, told World Finance. “Innovation in payments is incremental, however the emergence of central bank digital currencies – and possibly social-media related digital payments such as WeChat and AliPay – may mean more diversity.”

Cash is the only anonymous payment method, so consumers who care about privacy will resist its elimination

Yet it’s clear younger generations are adopting digital payment systems faster than their predecessors; 47 percent of Gen Y and Z respondents use mobile payments more than any other payment method, according to an international Paysafe study (compared to 28 percent of Generation X and 10 percent of Baby Boomers). As that generation comes to dominate the economy, that’s likely to have an impact on cash usage in the future.

But with ongoing concerns around financial exclusion, security and resilience, how we deal with this shift is likely to become one of the biggest financial questions in the coming years. If economies are to harness the benefits of a cash-free society, governments, central banks and private institutions will need to rally together to extend digital reach to the financially excluded, find solutions to potential privacy concerns, and establish ways to maintain resilience and diversity in the monetary system, all without compromising on security.

Even then, the road to a global, fully cashless economy – where money flows smoothly between borders, and cash-related criminal activity is nothing more than a spectre of the past – is likely to be long and winding. Economies will need to prepare themselves for a bumpy ride ahead – and for some, the transition may come at a price.

Helping to lead a digital revolution in the Philippines

Deep into lockdown 2020, it became clear that businesses of all sizes would survive COVID-19 by the quality and accessibility of their digital offerings. In a country like the Philippines, which is the global capital for social media, traditional enterprises had to sink or swim in line with the global scramble to transfer business previously carried out face-to-face into the online arena. At BPI-Philam, a bancassurance firm, we were ahead of the game on this, having already used technology to increase market share and reach out to customers who may only recently have joined the country’s formal economy.

COVID-19 cost many Filipinos their livelihood, especially those in the informal sector. The latest statistics show a 10 percent unemployment rate, equivalent to around 4.6 million people out of work, as of July 2020. But it’s not all bad news. There are those who have been able to open online businesses to generate income, leading to a 4,000 percent increase in business registrations during the lockdown, as consumers also shifted to digital for some semblance of normality in their lives. Aside from getting essentials like groceries and hygiene products, people flocked online to purchase electronics, foreseeing a greater need for connectivity amid the implementation of quarantine.

As the community quarantine wore on, food businesses also made their presence felt, catering to those who wished to get a literal taste of food they would only normally get outside of their home. The boom of these various home-based businesses allowed the consequent growth of delivery and courier services, which in turn provided a source of income for those who lost their jobs early into the quarantine, while likewise providing additional income for the business owners.

 

Spending priorities
In the context of a global pandemic when purse strings were tightened and jobs lost the world over, one would be forgiven for thinking that the young Filipino workforce would reject the long-term idea of spending on insurance. So many suffered financially during 2020, and news headlines have warned about families and individuals sacrificing long-term savings and insurance as they reprioritise their spending in the here-and-now. But there have been some surprising findings to come out of this grim scenario in the Philippine market.

As uncertainty surrounding the pandemic loomed, Filipinos began to be more conscious of personal finance matters. In the first quarter of 2020, consumption of personal finance topics online grew by 800 percent. From loans to effect on oil prices to stock market performance, interest in money matters spurred conversations all over the place. Instead, people became more conscious about saving and securing income to provide for the whole family when jobs are on the line.

It seems that rather than sacrificing long-term security for immediate financial relief, COVID-19 has in fact led to a real motivation to save more and spend less in order to prepare for further impact in the future. In fact, BPI-Philam’s affiliate company, Bank of the Philippine Islands (BPI), reported an increase in total deposits to 1.68 trillion pesos, up by four percent year-on-year as CASA deposits grew by 14.7 percent. This is particularly pertinent given that some 10 percent of this country’s economy is generated by the overseas Filipino workforce (OFW). The impact of COVID-19 has certainly been felt by members of this group who are locked down and unable to work, and others such as seafarers and healthcare workers abroad who cannot get home at all, even months after the pandemic first struck.

Indeed, some industries like seafaring, which are inherently vulnerable due to their communal setup and differing policies among the states and territories they do business in, bear the brunt of the pandemic even more. As of October 2020, there were still reports of stranded Filipino seafarers onboard vessels on foreign seas, waiting to be repatriated. Others had their contracts extended far beyond normal extension limits because they are necessary to keep the world’s supply chain going. All these things have adversely affected OFWs’ personal earnings at this time, for better or worse.

Some of the more tenured OFWs have been able to establish another source of income over the years in the form of small side businesses, but many are worried that even that is at risk with the pandemic still raging worldwide.

 

Future impact
Like other industries that had to quickly adjust their operations when the lockdowns began in March 2020, most Philippine insurance companies’ sales also went down during that period, and BPI-Philam was no exception. That was to be expected as cash flow became an issue in the short term, but the uncertainty surrounding COVID-19 brought heightened anxiety to consumers, pushing them to react in certain ways. When they truly understood the gravity of the situation, people sought information and had greater awareness of the benefits of insurance, so the demand for such products shot up.

People became more conscious about saving and securing income to provide for the whole family when jobs are on the line

To support the industry during this extraordinary time, the Philippines Insurance Commission eased certain regulatory requirements and eventually allowed insurance companies to sell products online. Many new private players also entered the market at this time, while others upgraded their offerings, devising ways to reach customers who are stuck at home.
It’s worth asking what implications all of this will have on the way products like insurance are marketed to a young workforce, and look at how the insurance gap can be plugged. As a bancassurance firm, BPI-Philam’s customer base is the same pool of clients serviced by its partner bank BPI. This means that they are already part of the formal economy, being account holders to begin with. Nevertheless, BPI-Philam’s insurance products are designed to cater to various income brackets, not just the affluent ones. Part of the company’s commitment is to provide affordable and accessible insurance in its race against risk, to close the protection gap in the Philippines. BPI-Philam maximises the available technology to make the process of acquiring an insurance policy more convenient, even for busy people. For instance, its customers’ policies are automatically enrolled in its ePlan portal so they can manage it themselves anywhere there is an internet connection.

 

Wellness out of chaos
BPI-Philam has an advocacy for Filipinos to live healthier, longer, and better lives. This paved the way for it to offer a wellness series, a suite of protection solutions powered by Philam Vitality that reward customers’ healthy choices. Philam Vitality is a science-backed health and wellness programme for customers that extends perks and benefits like premium discounts, additional insurance coverage and add-ons, incentives, and lifestyle rewards from partner establishments. The wellness series is aimed at taking customers on a personal pathway to a healthy and active lifestyle, and it is not just limited to young people. The company partners with health and wellness providers like gyms, health clinics, and sports equipment stores or related brands to make the journey more fun and convenient for all customers. Those subscribed to select BPI-Philam insurance products that are integrated with Philam Vitality are entitled to earn points they can redeem for exciting rewards that will further uplift their lifestyle. One encouraging observation is that despite the lockdown throughout much of the country, overall engagement of the Philam Vitality program amongst BPI-Philam’s customers decreased by only around four percent. This shows that people were still taking good care of themselves by staying active even while at home.

 

Looking ahead
When it comes to balancing priorities going forward, it seems the natural progression right now is one of changed attitudes: although people are spending less money overall on insurance, there are more people willing to spend their money on insurance in the first place. There is no doubt that COVID-19 hit the burgeoning bancassurance market as much as any other, but BPI-Philam’s experience reflecting on 2020 is that many Filipinos are more protective of their long-term future than perhaps they were before. This could lead to a brighter future for the company as well as its customers as it seeks to expand its client base even further while championing the healthy and balanced lifestyle that 2020 brought into such sharp focus the world over.

Dominican Republic’s digital banking arena receives boost

Roll back to 1998 and only two percent of the world’s population had an internet connection. That figure has since surged to 40 percent and continues to accelerate. More than 20 billion new devices were connected in 2017 alone. By 2030 it is anticipated this will sail past the 500 billion mark. Most will be fully mobile.

By any standard these are extraordinary figures. For Banco de Reservas de la República Dominicana (Banreservas), the COVID-19 pandemic highlights the investment the financial institution has made in mobile technology, allowing it to respond meaningfully to those in need. Fortunately, this preparation had already been underway for some years, enabling it to react to the pandemic with confidence while supporting the broader Dominican Republic economy.

 

Tech and Latin American finance sector
With internet users now comprising 50 percent of the global population, the global tech transformation is not just powered by developed nations. Even in the poorest 20 percent of global households in developing nations, seven out of 10 rely on a mobile device to manage their finances.

The explosion of virtual media and face-to-face digital services is reflected strongly across the Latin America and Caribbean banking sector. The latest State of Cybersecurity in the Banking Sector in Latin America and the Caribbean report (released January 2018) saw 53 percent of respondents rely on smartphones to check bank balances and make basic transactions. This compares with 29 percent of those still using branches. Even fewer were relying on telephone banking – just 23 percent.

As far as Banreservas is concerned, broad compatibility and strong risk management is fundamental to the user experience

The numbers – the specific data originates from the Washington-based Organisation of American States (OAS) – emphasise a profound tech shift: even for mundane, day-to-day tasks such as transferring funds, 43 percent of consumers relied on mobile banking rather than visiting a bank in person. These same consumers do not mind whether their transactions are made via laptop, tablet or smartphone. In other words, trust in mobile banking technology continues to surge, whatever device is used.

 

Swipe right for Dominican digital
The bald mobile tech insights don’t end there. As recently as September 2020 Banreservas’ own data registered more than 71 percent of all financial transactions carried out via ‘alternate’ – read digital – channels, representing an 8.7 percent hike compared to the year before. While 80 percent of Dominicans have a mobile phone – around 50 percent of these being smartphones – home computers are proportionally lower per-household, despite high levels of internet banking. Mobile tech is becoming crucial while also fast overtaking legacy tech.

Yet there was little strategic vision for Banreservas’ digital channels, even as recently as 2014. Bricks-and-mortar branches still remained the company’s client touchstone. But since 2015 the strategy has switched sharply to migrating transactions via digital channels, lifting this share from 42.7 percent in 2014 to 71.7 percent in 2020.

 

Mobile tech speed increased
Since 2016, more than 50 percent of financial transactions are now made through high-tech devices. In 2019 Banreservas went further in defining their digital strategy, fostering a culture of continuous improvement but anchored to two vital key pillars: better security and better transparency.

Trust in mobile banking technology continues to surge, whatever device is used

Banreservas is committed to being at the forefront of modern digital instruments, increasing controls and reducing threats, key factors in the banking sector. The financial institution is currently working on improving its processes and strengthening its collaboration with clients, opening opportunities to incorporate other segments, such as SMEs, the private sector and especially younger clients, already immersed in the digital and virtual culture. This is completely common to their environment.

 

Digital productivity boost
Banreservas’ digital strategy is also backed by high-tech biometric voice authentication, allowing clients to access their own mobile account. Banreservas is the only domestic bank offering voice recognition tech through its self-service voice channel, VOICE ID. More than 20.6 million biometric calls were authenticated in 2019 alone.

The digital tech is underpinned by more back office robotisation. Practically speaking, this means less paper and error potential – far more agility. Many highly repetitive and high-volume tasks are now digitally handled. The impact on internal productivity has been considerable. Banreservas is working on reducing paper use in other areas such as teller vouchers and account statements.

So while the public health situation remains unwelcome and worrying, accelerating the trend towards digital payments, Banreservas technology is in place to manage public anxiety about viral transmission from cash, as well as addressing – and reducing – outmoded legacy system bureaucracy.

The six pillars of digital wisdom

Determined to make Banreservas relevant for the next generation and beyond, the financial institution has designed a fresh-from-the-ground-up digital proposition leveraged by six pillars.

  1. Transactions – this means all self-service digital channels support transactions across different business segments and can be done independently of any branch.
  2. Requests and services – similarly all service needs, whatever the business sector, can be handled outside the branch network.
  3. Commercial management – developing digital capacities for a timely, value-added customer management experience that accepts pre-approved payments for basic products and services.
  4. Digitisation of end-to-end processes – developing end-to-end integrations with the Bank’s BPM, CRM and ERP applications.
  5. Digitised operational management model – robotisation of repetitive back office processes with potential high margins of error are now outsourced to digital storage with all the client’s information safely recorded. This is vastly more efficient, safe and productive.
  6. Internal digital culture – the promotion of an internal digital culture with collaboration and teleworking tools, transforming inter-departmental dynamics.

 

Legacy support solid
Acutely aware of the transformative need of mobile technology across Dominican society, improving this tech experience remains a priority for Banreservas. Yet the existing legacy branch network – more than 290 branches plus 700 ATMs and a 1,250-strong network of banking agents – still have their part to play, supporting its internet banking and mobile app technologies. No customer is excluded. Since February 2018, Banreservas has affiliated to UNARED, the largest network of ATMs, thereby doubling its ATM network reach to 1,500, allowing even more Dominicans to access their accounts. In line with its respected financial inclusion policy, the institution continues to strengthen its USSD tech channel, allowing vulnerable customers to carry out free transactions from their mobile phone, without eating deep into data quotas. During 2019, this service supported more than 27.7 million queries and 1.6 million transactions.

 

Money when needed
Proximity and access to banks are two reasons why some Dominicans don’t have a bank account. But via Cerca Banreservas banking agents – a network of sub-agents –are able to offer a network of around 1,250 banking outlets. Since 2014, Banreservas has developed this sub-agent penetration, strengthening its competitive position and expanding access points, enabling non-traditional service providers like convenience stores, gas stations and other businesses to function as financial service proxies. Customers can make regular banking transactions such as deposits, withdrawals, paying off loans and credit cards, as well as paying government taxes in a safe way without additional charges.

Banreservas is committed to being at the forefront of modern digital instruments

This flexibility was an advantage for those managing the insecurity of the current health situation – Banreservas’ technology was instrumental in supporting substantial government aid programmes for the Dominican population. Practically, these sub-agent opportunities make it easy for Banreservas clients to have equal access to their finances, wherever they live – which is crucial in a health crisis.

 

Focus on the user wherever they are
The best IT and app experiences are frictionless and simple. As far as Banreservas is concerned, broad compatibility and strong risk management is fundamental to the user experience. To resolve these needs a main goal here was to design an elegant and modern visual experience. All of Banreservas’ apps are designed to meet visual requirements and guidelines of Banreservas’ corporate brand, enabling its clients to experience a harmonious journey, whatever device is used.

 

Banreservas: Breaking down the barriers

  • Banreservas has reduced the average distance between lower income neighbourhoods and its network from 16 km to 3km – an improvement of more than 80 percent – vastly increasing access to the financial system.
  • By 2020 the Banreservas apps registered more than 2.3 million downloads through different versions, facilitating more than 30 million transactions.
  • In September 2019 the Enterprise Banreservas app was integrated across the bank’s channels, allowing SMEs and corporate customers to make use of the bank’s services in a more agile way, from any location.

 

And for functionality Banreservas’ clients can get, for example, a quick view very easily. This is just one of the functions of the app and it means an immediate balance summary without having to go through a more formal login process. That means many clients feel permanently logged into the app without compromising their account’s security – much like many social and instant messaging apps, in fact.

The retail sector is also strongly supported. Their apps have a native transaction allowing peer-to-peer transactions without having to exchange banking product info. It’s an arrangement based on proximity. If the clients are not within the required distance, they can use a token to complete the operation, without providing any financial account information whatsoever.

 

Innovate frequently and fairly
All Banreservas apps take advantage of native fingerprint and facial recognition device capability – from smartphones to tablets and smart watches, including iOS8 and Android. All apps have the same user interface principles and guidelines of the Banreservas corporate brand. Serrucho is a good example of a Banreservas retail app functionality, helping split a shared bill, though this tech goes well beyond dividing restaurant bills between friends, for example.

There is support for multiple business authorisations: Banreservas’ Enterprise app can perform multiple company approvals, providing a full execution and payment history for easy oversight.

Once a client installs an app the initial enrolment process is carried out by a one-time password that the client receives by SMS or email, validating their contact information. After login, all transactions – like credit card and loan payments plus taxes and utility bills – can be executed without extra verification. Frictionless risk management is crucial for mobile tech. It must be secure and trustworthy, managing the balance between a user’s experience and crucial risk mitigation.

 

Fast and flexible response to COVID-19
Banreservas has been a strong ally to Dominicans during the COVID-19 pandemic. Its robust digital technology allowed it to support government programmes, reaching out to the population quickly and effectively.

At a time of few precedents, flexible measures were rapidly implemented for the benefit of any Dominican needing them.

Working alongside the government’s aid programme, Banreservas helped design a new digital financial tool based on the customer’s bank ID details plus a unique number to be used as a PIN. The results of this initiative were impressive and practical: more than 700,000 Banreservas consumers could use almost 4,400 grocery outlets, warehouses, supermarkets and department stores without exacerbating the spread of the virus or risking their own health.

Internally, Banreservas adapted quickly to working remotely because of previous tech platform preparation and the recent renewal of its main client support applications: it was primed to respond effectively. In March 2020 around 23 percent of employees had access to remote working tools. But this number swelled to 51 percent by April 2020 and almost 70 percent by the end of September. In addition, productivity increased among employees meaning faster response times to both internal and external demands.

 

Future resilience is built in
Banreservas’ mobile technology has proved reliable and cost-effective for many Dominicans at a time of profound economic stress. Many people’s lives have been upturned. Some lives have been changed forever. But there is also much to be proud of. Despite the global economic hardship caused by the pandemic, the 2021 forecasted GDP growth for the Dominican Republic by the IMF is just four percent.

It is one of the least exposed economies of the region. The Dominican Republic’s financial inclusion programmes have supported many, from consumers to local businesses and corporates. National debt levels remain modest and employment prospects are still promising across tourism and export markets such as coffee, sugar and gold.

 

Historic landmark
The price of gold, for example, climbed more than 25 percent in the last 12 months, offsetting the economic downturn the country experienced as a result of the pandemic. Remittances also rose strongly, around 11 percent, during 2020.

A profusion of medical instruments and pharmaceutical products – such as electro medical devices, drapes and masks, to name a few – exported to the US to help fight COVID-19 is just one example of the country’s economic innovation and dynamism. High value and high tech trade is supported by the Dominican Republic’s network of 74 unique free zones, right across the island.

Financial inclusion and education has never been more important or necessary

Each is designed to support specific industry sectors and needs, diversifying the economy. In 2021 Banreservas celebrates its 80th birthday and this landmark will highlight the many achievements it has made to support the country’s economic durability. The current COVID-19 pandemic is testament to this investment in a very tangible and real way. In contrast, other countries in the same region will be fighting hard not to lose hard-won progress against inequality and poverty. Financial inclusion and education has never been more important or necessary and Banreservas’ mobile technology underpins this commitment to all Dominicans, now and well into the future.

Mobile banking: a catalyst for economic transformation

Digital technology has been a great financial democratiser worldwide. Mobile phones and app-based banking have put previously inaccessible financial transactions into the hands of millions. While especially true for certain populations in the global south, you would be mistaken to think that businesses such as Atlas Mara Zambia are only tackling the challenge of having people join the formal economy in the first place. Rather, the bank has mobilised its offering for the emerging middle class and established banking customers alike, positioning itself as the top digital bank in Zambia and embracing the needs of every user.

 

Three lifestyles
Atlas Mara Zambia has identified that their ‘typical’ customer in fact has three distinct lifestyles, and the bank has optimised its offering to cater for each one. It has customers who have typically been excluded from accessing financial services or are early entrants into formal banking. These customers require basic banking services such as money transfers and merchant payments, and they value convenience and ease. There are customers who are ambitious and always aspire for more, living their life on the go; access to credit and savings solutions is paramount for them. And there are also customers who value status and recognition and enjoy rewards and lifestyle benefits, for whom protection of wealth is key. In meeting all the needs of these varied customer profiles, technology must take centre stage. Convenience is a common thread, and Atlas Mara Zambia has had to build all its customers’ needs into its digital capabilities to provide this for them.

 

Fintech at the centre
Following the birth of Atlas Mara Bank Zambia at the coming together of two banks, Banc ABC and Finance Bank, it was imperative that the organisation cemented its delivery of products and services around its customers. Quite deliberately, it realigned itself around customer needs, reviewing its whole digital infrastructure, covering ATMs, cards, mobile banking, point of sale as well as its call centre and agent banking network. While its stock of digital assets underwent review, mobile banking capabilities took centre stage. The reality that mobile technology has become an integral part of life across generations in our current lifetime has seen banking customers’ lives revolve around the mobile phone.

Today it has become more than a communication tool and commands a large part of all our lives. Building a provision of financial services around the mobile phone has allowed Atlas Mara to seamlessly integrate into its customers’ lifestyles.

First and foremost was a refresh of the mobile banking platform for customers, making it easy to access through self-registration on both mobile app and, crucially, ussd (more on this shortly). Once registered, the customer is then able to open savings accounts, make merchant payments, money transfers (local and international), and access credit through micro loans and salary advances. Atlas Mara customers also enjoy supplementary services such as access to statements for the account as well as any linked prepaid cards, forex rates, blocking cards, setting up standing orders as well as being able to make cardless cash withdrawals at ATMs or agent outlets. All of this while earning rewards for all their transactions. For all these services, it is not only the customer-facing front-end that is digitalised, but also the back-office processes, making the experience seamless for the customer.

 

Collaboration, not just innovation
Being digital means successfully harnessing technology to provide paperless, real-time, convenient, relevant, and secure financial services to customers through various distribution assets, including mobile and internet banking, ATMs, agent outlets and call centres. By allowing an intricate interplay of these distribution assets that aligns with customers’ specific lifestyles, the bank can leverage technology to further its aim of delivering the ultimate in world-class financial products and services.

Atlas Mara clearly recognises the need to invest in its digital assets to ensure it remains relevant for its customers and to deliver high-level security protocols. But what is also critical in this digital age is to recognise that partnerships are the signature of the future. More and more banks and service providers are alive to the fact that customers’ needs revolve beyond what they are able to offer as a single entity, and Atlas Mara has a portfolio of partners growing in both breadth and scale, driving a common goal of using technology to meet the ever-changing needs of customers.

 

Financial accessibility for the unbanked
Digital technology has allowed financial institutions to reach large numbers of people at low cost, whether they were previously part of the formal economy or not. Despite some 1.7 billion people worldwide still having no bank account at all, uptake of financial services through mobile phones, apps and other digital technologies has furthered retail banking more in a handful of years than it previously had in decades.

More and more banks and service providers are alive to the fact that customers’ needs revolve beyond what they are able to offer as a single entity

While it provides mobile banking through smartphone apps, a large part of the Zambian population is heavy reliant on ussd, and the bulk of the bank’s customer activity still happens on its mobile banking ussd platform, and not the app. In offering mobile banking through ussd, therefore, Atlas Mara Zambia does not simply cater to those with smartphones, and there is an important reason for this.

There has been other outreach and marketing in this direction, too; there are certain challenges for a highly digitalised bank that still needs to reach those who may not have access to smartphones, or are part of a rural population.
Primarily, contact is key. All of Atlas Mara’s mobile banking services are available in seven local languages in addition to English. This helps customers interact with the platform more comfortably in their language of choice. Social media is heavily used to engage and interact with its clients on how to use its services and also provide security tips, and SMS messaging continues to be used, especially for the ussd audience. Geographical setting is also important, as the rural populations require a more localised engagement approach. So while the mobile banking platform is already available in local languages, the engagement messaging also has to be in local languages and be channelled through local radio stations as well as local influencers.

 

The phenomena of Chilimba
The bank has developed a mobile banking solution called Tenga Mobile Money wallet for its non-customers, particularly to serve the unbanked population. This tool is available for any Zambian with a national ID and registered local mobile number. With these two things, one can access Tenga Mobile Money through a self-registration process via either an app or, crucially, through ussd (dialling *360# through the phone’s keypad). Once registered, customers can fund a mobile money wallet through any Atlas Mara agent outlet countrywide, or through its partner agent networks.

Additionally, Tenga Mobile Money wallets can receive funds from any local bank account, allowing customers with existing bank accounts elsewhere to transfer funds into their Tenga Mobile Money wallets. Once funded, customers can access all the usual financial services available on its mobile banking platform. Furthermore, Tenga Mobile Money customers can also enjoy access to Atlas Mara’s Group Saving feature, which allows one of Zambia’s oldest traditional banking phenomena (locally called Chilimba) to be carried out digitally. The benefit to the business of such an offering is obvious, as it becomes known for providing ease, convenience, and trust for those who may not previously have had a bank account or used formal financial services.

 

Financial catalyst for growth
By allowing every citizen access to financial services, supported by a robust financial education programme, as an institution Atlas Mara becomes not only a leading fintech business, but a catalyst for economic transformation. By allowing people to experience financial emancipation by providing them an opportunity to define their financial signature, the foundation is laid for individuals’ future interactions with banking services that support their lifestyles.

Successful retail banking is all about adapting around the customer, and Atlas Mara’s offerings placed for every level of Zambian society are inclusive, adaptable, and support traditional values with forward-thinking technology. Customer needs are always evolving, and the bank has a structured way to continuously meet those needs. The company’s mobile banking technology has been a key lever in delivering basic banking needs of savings and extending credit, and has also now intertwined with its customers’ lifestyles, providing various enhancements such as money transfers, merchant payments and even insurance services. With open banking APIs, the bank has even forged partnerships with other entities, enabling it to meet its customers’ needs without having to leave its platforms.

In every financial industry, social and economic boundaries are less clear cut as social mobility increases, and fintech such as that offered by Atlas Mara will continue to boost this trend. Because of the way mobile phones intertwine with everyday life, mobile banking has become the most important channel for most people to access banking services. By building a financial ecosystem intertwined with mobile technology, Atlas Mara has delivered world-class banking services for both customers and non-customers, creating the ultimate digital bank in its market.