Progress of Digital Banks in Incorporating Innovation to Serve Customer Needs and Reach Underserved Segments
- The digital banks have recently launched operations despite COVID-19 challenges, starting with limited products for selected segments and planning to scale as their capabilities grow.
- The pandemic has not significantly hindered progress, as digital banks are leveraging ecosystems to pilot innovations for underserved groups like gig workers, though broader impact will take time.
- MAS recommends that digital banks accelerate financial inclusion by continuing to tailor services to specific segments and encouraging competition that pushes existing banks to enhance their offerings.