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UOB banks on trust and technologyScaling with speed, while ensuring security in its underlying infrastructure is a priority in the bank's regional digital strategyTHE role of banks as "trusted custodians" of customers' financial needs must not be understated, even with the emergence of digital banking alternatives today. One key priority for UOB as it strengthens its regional digital brand and rollout of progressive solutions, therefore, is to scale with speed while ensuring the security of its underlying infrastructure, says the bank's head of group technology and operations Susan Hwee."I don't think we should underplay the importance of our role as a 'trusted partner' to customers. We are trusted to take care of their financial needs, whether it is to protect and grow their wealth or to be a custodian of their assets."That trust is hard to replicate in a fully digital relationship. As an omni-channel bank, we don't take the trust given to us lightly and do all we can to preserve it across all of our touchpoints," she says.UOB prides itself on its "omni-channel" approach with targeted, personalised digital engagement as well as physical touchpoints.While the bank has seen success with the launch of its TMRW digital bank in Thailand and Indonesia over the last two-and-a-half years, customers in these emerging markets have also said that they still value the presence of UOB's physical network."What customers are telling us is that they like the fact that we do have branches, that we have a contact centre that they can call, because that builds a deeper level of trust. If they come across an issue, they can speak to someone for help," Hwee says."So even though they may rarely use the physical touchpoints, they feel comforted that there is actually a human behind it. Especially for more complex financial transactions, a human relationship offers the value of connection and trust."UOB is also building its tech talent to ensure that its tech and business functions are communicating with each other.From 2014 to 2019, UOB invested S$2 billion to enhance the quality and robustness of its digital infrastructure and services across its key markets in Asean and China.Now, it is investing another S$500 million to boost digital capabilities across Asean, as it aims to more than double digital retail customers by 2026 to over seven million across the region. This investment will be used to scale up digital acquisition and API (application programming interface) partners, as well as improve its customer value proposition through new digital initiatives, hyper-personalisation and self-serve productsQ:Technology and innovation have accelerated the impact on the service economies, especially the banking industry and its digital infrastructure.