The high level of high-speed internet penetration in Malaysia meant that 27 percent of Malaysians preferred to communicate about hardship via online banking; 18 percent used their mobile banking app; 8 percent preferred telebanking; 6 percent communicated via email and 2 percent wanted to use virtual conference technology. "The risk of infection and social distancing requirements made branch visits less appealing last year, accelerating a shift to digital banking channels globally," said Aashish Sharma, risk lifecycle and decision management lead for FICO in Asia Pacific. "Being able to deliver and manage numerous channels in line with customer preference and deliver a seamless and engaging experience is a challenge that is here to stay. Investment in customer management and communication tools that span these channels and product silos and can deliver personalization and improved decision making is key to making digital banking a success."