Banking Uncovered Podcast

Episode 21: How Citi elevates customer experience in digital wealth management

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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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