The inaugural BankQuality™ Consumer Survey and Rankings interviewed 11,000 bank customers in 11 markets across the Asia Pacific region on their engagement, experience and satisfaction with their main retail banks.
Given that remittances are so lucrative in so many markets in Asia, and that new competitors are offering faster and cheaper services, banks will need to develop new models if they want to keep their customers.
Consumers chose Indonesia’s Bank Central Asia as the Most Recommended Retail Bank, and DBS Singapore as Most Selected Main Bank in APAC in the 2023 BankQuality Survey
Indonesia’s Bank Central Asia, DBS Singapore, South Korea’s Toss Bank, and China’s Alipay were voted the Most Recommended Retail Bank, Most Selected Main Bank, Most Recommended Digital-only Bank and Most Recommended Platform, respectively, in the 2023 BankQuality™ Consumer Survey
Across 10 banks tracked from 2021 to 2025, Industrial and Commercial Bank of China Asia and Bank of China (Hong Kong) led retail loan expansion with four-year compound annual growth rates of 9% and 5%, respectively, while Nanyang Commercial Bank and China Construction Bank Asia recorded sustained contraction at -7% and -4%.
Banks overcame the robo-adviser challenge by retaining control of the client relationship. The next battleground is the financial conversation itself, as AI platforms become the primary interface through which customers seek advice, interpret information and make decisions.
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Mai Kaneko leads international business and marketing at DeCurret DCP, a Japanese fintech firm operating a multi-bank network for tokenized deposit under the DCJPY framework. She oversees international expansion initiatives, bank-fintech partnerships and global go-to-market strategy. She holds a Master’s in International Relations from Georgetown University and a Bachelor’s in Economics from University of Tokyo.
Kinoshita has been involved in product development projects across a wide range of industries in Japan, including e-commerce, retail, banking, insurance, and manufacturing. He joined DeCurret DCP in 2024, where he has been engaged in the development of digital currency infrastructure. In addition to building the underlying infrastructure, he supports digital transformation (DX) initiatives associated with the adoption of digital currency solutions across various industries, and promotes projects aimed at enabling cross-border transactions.
Abhinav is currently based in Singapore and leads Client solutions and Sales for Partior. In this capacity, he oversees clients' journeys including commercial and central banks, from defining use cases to product integration. Before taking on this role, Abhinav gained extensive experience working with both global and local banks. He spearheaded transformative initiatives in Payments and Core Banking, requiring him to coordinate efforts across business units, technology teams, and regulatory bodies. Abhinav played a pivotal role in implementing Faster Payments projects throughout Asia, including notable projects like Singapore G3 Fast, Malaysia Duit Now, and Hong Kong FPS. Prior to his tenure in the banking sector, Abhinav served as a Payments Financial Services consultant to various banks and payment fintech companies such as ANZ, Deutsche Bank, and Bank of America. Originally from India, Abhinav holds an Engineering degree and a Postgraduate qualification in Machine Learning and Artificial Intelligence. He is also a dedicated father of two, and he enjoys spending his weekends playing tennis and cherishing moments with his family.
Sakae Hamasaki joined Sanwa Bank (currently MUFG Bank) in April 1993 and worked in corporate banking across five domestic locations. From 2006 onward, he gained extensive experience in the planning, development, and sales of payment-related services for corporate clients in Japan and overseas. He joined DeCurret DCP in 2022, where he has been leading initiatives to support banks in evaluating the adoption of tokenized deposits, as well as collaborating with overseas partners to build cross-border networks utilizing tokenized deposits.
Anouska Ladds is Executive Vice President of Commercial & New Payment Flows, Asia Pacific at Mastercard, based in Singapore. With over 17 years at Mastercard, she has held senior roles across sales, strategy, operations, market development, consultancy, and product development, spanning Asia Pacific, Europe, the Middle East, and Africa. Previously at Barclaycard, she specialised in strategy, customer experience, communications, and SME/acquiring businesses.
David is a seasoned technology executive with significant experience and has over 25 years' experience in CISO and CIO roles across different industries and countries. David has served as a CIO spans across multiple industries and geographies. He was winner Australia CIO of the Year for driving CUA's Transformation. Also, David was CISO for HSBC and Global Head Technology, Cyber and Data Risk Macquarie Group.
A regular conference keynote speaker and thought leader he writes for CIO, CSO, Computerworld and Australian Institute of Company Directors (AICD). His best-selling book - the Aspiring CIO & CISO was published in June 2024 and his second book A Day in the Life of a CISO launched in October 2025 and is already best seller in UK, Singapore, Japan and Australia.
Johnson is a seasoned executive and data and AI leader with over 15 years of experience across the public and private sectors. He is currently Assistant Chief Executive at IMDA, where he helps shape Singapore’s digital future and advance the digital economy. He has held senior data and AI roles in regional banking and global consulting, and began his career in defence and critical infrastructure.
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