Virtual banks in Hong Kong are going to move away from a traditional product and channel approach and focus on hyper-personalisation and increased relevance to their customers. They will aim to offer a seamless experience through an ecosystem of partners that enables users to interact with different service providers through a single platform. They will democratise financial services and offer the ease of functionality that we associate with the leading consumer technology companies. Established banks won’t be standing still - they will respond by embracing innovation and customer centricity. Banking customers in Hong Kong will undoubtedly be the winners.