RETAIL BANKING | Staff Reporter, Thailand

Arapat Sangkharat takes the stage on Krungthai's digital banking journey

He will make the case for whether bank branches still have merit in the digital age.

Arapat Sangkharat is EVP, Transformation at Krungthai Bank, where he currently leads mission-critical initiatives endorsed by the president or board of directors.

He has over 20 years of combined work experience in management consulting and banking. His expertise includes bank strategy, business and digital transformation, process re-engineering, M&As, organization redesign, and technology implementation.

In an interview with Asian Banking & Finance, Sangkharat shares his business philosophy in transforming Krungthai.

What were the previous experiences and positions you've held that contributed to who you are as a banker/expert today?

  • Decades of transforming financial services institutions from different vantage points, from that of a banker and of a consultant
  • Served over 20 institutions in the US and Asia, and currently leading the branch transformation effort at Krungthai Bank

What are your key business philosophies?

  • Simplicity is the key to better customer experience, to executable innovations.
  • Problem solving begins with understanding the business and customer issues; technology is a tool.
  • Go and see the situation or problem firsthand, not just from spreadsheets.

Can you give us a glimpse of what you will share at the ABF Retail Banking Forum?

  • Is branch really dead? Will Thailand become cashless within the next 5 years? Are face-to-face channels needed to maintain customer stickiness?
  • Case studies of strategic choices banks are making to transition with customers into the digital age
  • No one size fits all strategy. Branch strategy must be defined in the context of the overall customer and channel strategy.
  • Branch transformation at Krungthai Bank
    • Our aspirations
    • Our approach
    • Technology as a means to reconfigure branches as a profit centre, to revamp customer experience (CX) or journey, and to augment staff capabilities (next-gen banker tablet, mobile like ATMs, e-KYC, etc.)

The 2019 Retail Banking Forum - Roadshow Series will take place on 2, 8, 14 and 16 May in Manila, Jakarta, Kuala Lumpur and Bangkok. To learn more about the event, click here. To register, click here. For inquiries, you may contact Andrea at or at +65 3158 1386 ext 212.

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