CTBC Bank boosts retail revenue by 18% through AI-Driven personalisation and digital innovation

CTBC Bank has consistently digitalised and innovated its retail banking service, resulting in outstanding performance across various metrics. Amid fierce competition in the Taiwan market, the bank managed to grow its retail revenue by 18% year-on-year while maintaining its leading market share for personal loans, credit card spending, and bancassurance in 2023. 

To achieve personalisation at scale, CTBC Bank leveraged AI and big data to generate the next best offer based on data analysis, and empower bank staff with an intelligent dashboard. As a result, the bank saw a 10-fold increase in conversion rate for identified customers.

With nearly seven million digital customers, CTBC Bank continuously enhances its digital journey with human touch, with over 57% of retail sales originated digitally.