Abstract

This case is based on Citibank’s consumer banking business in Hong Kong which aims to capture the impact of emerging fintech technologies and its impact on consumer banking behavior. The case explains about fintech, its evolution, especially in China and Hong Kong, and dives deeper into the three areas where Citibank product delivery could be enhanced using technology: basic transactional services, value-added services and, lastly, being able to provide a fintech ecosystem that would allow greater engagement with customers.
 

Learning Objectives

After analyzing the case, students will be able to:

1. Understand consumer preferences and fintech landscapes in the retail banking sector with a specific emphasis on Hong Kong and China

2. The possible impact of fintech on the consumer’s banking journey and the challenges in implementing correct technologies according to the market’s needs

3. Understand the changing landscape of banking technology and how it functions in the age of fintech