Southeast Asia is home to one of the world’s most dynamic economies, yet a striking reality persists: three out of four people in the region lack sufficient access to formal financial services. This financial inclusion gap is both a social challenge and a business opportunity. As digital transformation accelerates, banks, fintechs, and policymakers are reimagining how to reach the unbanked and underbanked—unlocking new growth, fostering economic resilience, and driving social progress.
The rapid adoption of smartphones and mobile internet has fundamentally changed the landscape. Today, digital banking platforms—especially those built on mobile-first and cloud-native architectures—are making it possible to deliver banking services to populations previously excluded by geography, cost, or lack of documentation. These platforms are not just digitizing existing services; they are reinventing the very model of banking to be more accessible, affordable, and relevant to the needs of Southeast Asia’s diverse communities.
Siam Commercial Bank (SCB), one of Thailand’s leading financial institutions, exemplifies this transformation. Facing competition from digital-native challengers and super-apps, SCB set out to become a regional fintech powerhouse. In partnership with Publicis Sapient, SCB launched a series of digital-first initiatives, including the Robinhood app—a platform that began as a food delivery service but quickly evolved into a broader ecosystem offering grocery, express delivery, and travel services. By leveraging a mobile app built on a flexible, open-source framework and a robust cloud-native backend, SCB was able to reach new customer segments, drive down costs, and rapidly iterate on new features.
The impact has been profound: Robinhood now operates across dozens of zones in Thailand, supporting thousands of riders and processing thousands of orders per hour at peak times. This approach demonstrates how banks can use digital platforms not only to compete with fintechs and super-apps but also to deliver tangible value to underserved communities.
Modern digital banking platforms are built on three foundational pillars:
These technologies have dramatically reduced the cost of serving remote or low-income populations, making financial inclusion a viable business proposition.
Telcos and fintechs have played a pioneering role in reaching the unbanked. Mobile network operators, for example, have used their extensive customer data and digital infrastructure to offer basic financial services—such as payments, microloans, and remittances—via mobile phones. Today, traditional banks are increasingly partnering with these players, leveraging their reach and data to design products that resonate with underserved segments. Such collaborations are essential for scaling financial inclusion efforts and ensuring that digital banking solutions are both accessible and trusted.
Reaching the unbanked requires more than just technology. It demands a deep understanding of customer needs and behaviors. Successful digital banking platforms in Southeast Asia are guided by principles of accessibility, transparency, and personalization. They offer:
The push for financial inclusion is occurring alongside evolving regulatory landscapes. Banks must navigate a patchwork of local regulations, particularly around onboarding, KYC (Know Your Customer), and data privacy. Cloud-native platforms and agile delivery models allow for rapid adaptation to these requirements, ensuring compliance without sacrificing speed or customer experience. At the same time, robust security frameworks are essential to protect new users—many of whom may be engaging with formal financial services for the first time—from fraud and cyber threats.
Expanding financial inclusion is not just a moral imperative—it is a catalyst for business growth. Digital banking platforms that reach the unbanked and underbanked unlock vast new markets, drive customer loyalty, and create opportunities for cross-selling both financial and non-financial services. For banks, this means lower cost-to-serve, greater agility, and the ability to compete with digital-native entrants. For society, it means greater economic participation, resilience, and upward mobility.
Publicis Sapient is at the forefront of this transformation, partnering with leading banks, fintechs, and ecosystem players across Southeast Asia. Our approach combines deep regional expertise with proven methodologies in strategy, technology, and customer experience. We help clients:
The future of banking in Southeast Asia is digital, inclusive, and customer-first. By harnessing the power of modern technology, strategic partnerships, and human-centered design, banks and their partners can close the financial inclusion gap—creating lasting value for individuals, businesses, and society as a whole.
Ready to accelerate your journey toward inclusive digital banking? Connect with Publicis Sapient’s regional experts to start building the future of financial services in Southeast Asia.