Why Banks Are Losing Customers After Onboarding | 10DX CX Kuala Lumpur Roundtable 2026

Roundtable Overview

Malaysia's five newly licensed digital banks are driving a new wave of customer acquisition. Incumbents — Maybank, CIMB, RHB and Public Bank — are investing heavily in AI-driven engagement to defend existing relationships. But most are discovering that fragmented data, legacy marketing infrastructure and organisational silos are limiting how far they can actually go. This roundtable examines what AI-driven engagement looks like in practice at Malaysia's most competitive banks, where current approaches are falling short, and what the institutions gaining ground have changed.

Closed-Door Discussion

Chatham House Rule

Peer-Driven

Pitch-Free

Discussion Points

How banks are using AI to move beyond broadcast communication towards personalised engagement that changes customer behaviour at scale.

Where data fragmentation and legacy marketing infrastructure are preventing AI personalisation from delivering meaningful impact in live environments.

Whether AI-driven engagement can close the gap between acquisition and retention, or if structural constraints limit how far banks can realistically go.

Agenda

1815 - 1900

Arrival and Networking
Guests arrive and are welcomed into an informal reception ahead of the evening's discussion. An opportunity to meet fellow attendees and build connections before the roundtable gets underway.

1900 - 2000

Roundtable Discussion and Drinks
The group moves to a seated, moderated discussion guided by a structured agenda. An open, candid conversation among peers on the evening's core themes, with room for debate and different perspectives.

2000 - 2115

Three-Course Dinner
A private dinner in an elegant setting, where conversation continues in a more relaxed environment. An opportunity to deepen connections and continue the themes of the evening over fine cuisine.

2115 - 2200

Wrap Up, Q&A and Closing DrinksThe moderator draws out key takeaways and opens the floor for final questions and reflections. The evening closes with informal drinks, allowing attendees to continue conversations and explore next steps.

Who Will Attend

Head of Digital Banking · Chief Digital Officer · Head of Customer Experience · Head of Marketing · Head of Loyalty and CRM

Apply to Attend

This is an invitation-only event with limited seating. Attendance is subject to approval to ensure a senior and relevant group. Please apply below. Further details will be shared upon confirmation.

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10DX CX sessions are built for candid, peer-level discussion among senior digital banking, customer experience and marketing leaders. If you would like to join an upcoming roundtable, or co-host a session, get in touch.