Maybank, renowned for its strong regional presence in Southeast Asia, excels in delivering a seamless customer experience through a well-integrated blend of digital and physical channels. Key touchpoints, such as ATM withdrawals, branch visits, and customer service interactions, are consistently designed to be efficient and satisfying, both in-person and through their user-friendly digital platforms. This focus on seamless experiences is a key reason why Maybank's case study sharing is valuable for businesses seeking to enhance their own customer interactions.

• The importance of mapping the customer journey across both digital and physical channels.

• Tools and methodologies, such as customer personas and journey mapping, to identify key touchpoints.

• Address the necessity of training branch staff to effectively utilise digital tools while maintaining a personal touch in physical interactions.

• Technologies in facilitating real-time customer engagement and provide personalised offers.