The future of banking begins with people

Detailed summary

The value of technology lies in how it helps customers simplify everyday banking, access relevant services more easily, and make better financial decisions.

From her first visits to Vietnam more than three decades ago to her experience in banking and digital payments, Eximbank independent director Ms. Ooi Huey Tyng has witnessed a country in transformation. Today, she believes the next chapter of banking will be shaped not simply by technology but by how well banks understand the people they serve.

More than three decades ago, Ms. Ooi first arrived in Vietnam as a young analyst with Otis Elevator. She visited Hanoi four or five times a year, and the people she met left a lasting impression.

“I was impressed by the hardworking, friendly people and lovely food around the lake,” she said.

Some seven or eight years ago, she returned in a different capacity, as GrabPay’s regional head for Southeast Asia. The change she found was remarkable: modern buildings, cars, and a hungry, digitally-savvy young population.

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