SPECIAL EPISODE: Asia`s Response to the Pandemic

Brett King and Jason Henrichs focus on the swift response of Asian countries to this Pandemic and the lessons the global community can learn from it. Plus the fintech response and the digital implications.

TOPICS DISCUSSED:
[4:00] Matt Dooley discusses obstacles from the past that have prepared Hong Kong for the COVID-19 outbreak.
[4:40] Brett King remembers the impact that the SARS outbreak had on Hong Kong while he resided there in 2003.
[5:23] Hong Kong uses temperature checks, thermal imaging, and extreme disinfecting to practice discipline in order to prevent the spread of viruses.
[9:36] Jason Henrichs asks the guests at what moment did they realize COVID-19 was something out of the normal.
[11:08] Simon Loong explains the abrupt stop society faced when the COVID-19 pandemic reached Hong Kong.
[11:19] Hong Kong banks had challenges getting employees back to productivity due to technology issues.
[14:20] Jessica Lam outlines what measures WeLab took to reach and accommodate customers as well as employees.
[19:19] How are bank digital customer behaviours changing around the world?
[22:22] Jessica Lam describes the Hong Kong government’s commitment to being forward thinking in technology and banking, and the vital steps taken in order to future proof themselves.
[25:20] Will banks start investing more funds in solutions that humanize their products and services?
[30:25] The guests discuss an isky research white paper from Mark Donahue.
[32:40] In the current COVID-19 crisis, are banks overloading their customers with bloated communication?
[33:25] Brett King asks how banks are approaching digital transformation and responding to the customer’s needs for digital engagement.
[36:45] Jason Henrichs asks Jessica Lam how WeLab Bank’s mindset has changed from the 120 days prior to the COVID-19 outbreak versus today’s approach.
[41:20] How important is it for an organization to mentally prepare it’s staff for the complications and difficulties of working from home?
[48:00] With consumers changing behaviors rapidly, will these habits stick once social distancing mandates are lifted?
[50:50] China is starting to see an uptick in people going back to the office and resuming normal daily routines.
[52:00] Simon Loong gives an update on WeLab and WeLab Bank as well as what the future holds for the organization.
 
GUESTS:
Matt Dooley
Simon Loong
Jessica Lam
Ben Quinlan
 
RESOURCES MENTIONED:
Alipay
WeChat Pay
WeLab
Webank
zoom
Iskyresearch
@Mark_BankingCX
Ant Bank
Luck and Coffee
Starbucks
Food Panda
Uber Eats
Breaking Banks is the #1 global fintech radio show and podcast, created by Brett King. Tune in for a look at how technology and customer behavior will bring about more changes in banking in the next 10 years, than in the last 200 years. Listen every Thursday at 3pm eastern time, noon pacific on the VoiceAmerica Business Channel. Subscribe at Provoke.fm to hear the show nearly 2 million listeners from 72 countries are raving about.
FULL SHOW TRANSCRIPTION