Over the past 12 months, mobile banking apps and online banking were the most-used channels, across different age groups and asset levels, note two reports published by Bain & Company, namely "How to Delight Digital Banking Customers in Hong Kong" and "How Retail Banks in China Can Elevate Digital Banking". The reports surveyed a total of 1,400 and 1,800 retail banking customers in Hong Kong and mainland China, respectively, on their digital banking experience.

Frankie Leung, Scully Cui and Herbert Lee said that digital banking is on the rise in Hong Kong and Greater China, but to truly win retail customers, banks need to consider an omnichannel strategy.