KUALA LUMPUR (Aug 13): Alliance Bank Malaysia Bhd, which was named the "Best Digital Bank in Malaysia" at the IDC Financial Insights Innovation Awards 2020 for its digitisation efforts, said today the bank had designed its branch-in-a-tablet solution with customers in mind based on users' real-life experiences.

In a statement today, Alliance Bank group chief executive officer (CEO) Joel Kornreich said the project team had worked closely with employees at branches, studied the processes, and empathised with users' and customers’ real-life experiences to understand the gaps and customer needs to bring this solution to life.

"We want to ensure that we give our customers various options to interact with us, and digitisation allows customers to perform banking in a simple and convenient manner. 

"We have designed the digital interface to include instant remote assistance for customers requiring help. The assistance is provided via web chats or over the phone.

“Everything that we do, from building or innovating a product to rolling out a solution, begins with being empathetic to our customer’s needs, and having the innate desire to act on it. We call this the Alliance Way,” Kornreich said.

On Bursa Malaysia today, Alliance Bank’s share price was three sen or 1.4% higher at RM2.17 as at the time of writing, valuing the group at RM3.31 billion. The stock saw 197,100 shares traded.