Welcome to RFI Global’s Banking Uncovered - the podcast that goes behind the industry PR, the media spin, the product awards and the investor reports to look at what’s really going on in the industry. Using customer data we focus on how are customers behaving, how behaviour is changing and how institutions are reacting to new customer needs. At the same time as the rapid development and enhancement of data capability, the impact of generative AI and the emergence of stronger fintech propositions, traditional banks have invested heavily in their digital capabilities. As the industry stalwarts, challengers and fintechs continue to compete in this new digital and physical world, we bring together divergent opinions and viewpoints. Talking to CEOs, founders, global experts and leaders in banks, payments, fintechs and challengers spanning the globe, we ask the big questions facing the industry. In depth interviews and panel discussions, combined with RFIs global customer data lake will ask: · What are evolving needs of customers and what are the key trends? · What are the next innovations that will meet these? · Which players are responding to new and emerging customer needs and what propositions are working? · Are new and upcoming regulations going to impact the market and how?
Episodes
Tuesday Aug 26, 2025
Tuesday Aug 26, 2025
In this episode of Banking Uncovered, Charles Green speaks to Gourab Kundu, Citi Wealth’s head of digital growth for Asia South, based in Singapore, about the latest trends and innovations in digital wealth management and how Citi is leading the charge.
They explore how Citi is leveraging technology to deliver a seamless, secure and highly personalised experience for its wealth clients. From the mobile revolution to cybersecurity, Gaurav shares how Citi is reimagining the client journey through a hybrid model that blends digital tools with human advisory services.
Topics discussed include:
- Cybersecurity measures that protect client wealth while maintaining a frictionless experience
- The growing role of mobile apps in wealth transactions
- Citi’s approach to increasing its share of wallet among affluent clients
- Integrating digital tools with relationship managers for hybrid experiences
- Innovations in cross-border banking for mass affluent consumers
- The transformative potential of generative AI in wealth management
Key insights include:
- Over 90% of Citi’s wealth clients in Singapore use the mobile app regularly.
- RFI Global data shows banks in Singapore typically hold just 40% of their mass affluent clients’ wallets, leaving significant room for growth.
- Loyalty among mass affluent clients has improved dramatically, with switching intent dropping from 1 in 3 in 2024 to 1 in 5 in 2025.
- Satisfaction with relationship managers (RMs) is the #1 driver of poor NPS among mass affluent clients.
- Discover how Citi is redefining digital wealth management, and what is on the horizon for AI-personalisation.
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