Most Innovative Branch Offering - MSpace at Maybank Qorus Banking Innovation Awards 2019 - Winner

Concept and objectives • The strategy is to reposition and reinvent the branch from traditional bank branches. • The objective of the MSpace at Maybank is to build brand presence in a strategic location & to better engage the younger millennials in Singapore Reasons behind • MSpace at Maybank is designed with the value proposition of being highly visible in heart of the community, a space for learning, and a space for discovery. • This is a branch with many milestones achieved. Results so far • First branch in the network which is fully integrated within a café, cashless, digitally engaged, with an integrated e-menu within the Maybank Branch App. • First Integrated Branch App in Maybank group, with the aim of giving our customers the digital experience that integrates banking services, the café experience and giving the customer a holistic and uninstructive experience. Get a Q from the App and you will receive an SMS to when your turn is coming, while you enjoy a cup of coffee, or as you browse through the lifestyle portals in the app. • Personalised Experience- the next level of client engagement. Through integration between the q-system and the bank’s database, customer will be surprisingly greeted by name as they approach our service staff. A Mobile CRM tool within the Branch App is then used to have a 360-degree view of client’s portfolio, the next best buys and scalable in the future with face-to-face video bankers. As these systems are on an ipad, for the first time, we are able to bring the banking services to our customers in the at their convenience, even doing banking at the café lounge. • Differentiated customer engagement levels at the store. Regular seminars and workshops covering lifestyle (e.g coffee appreciation) and financial related topics (e.g. Will planning). CEO engagement sessions. CSR and festivity events across the year with highlights from CNY event, Valentine’s day to Christmas theme in Sept.