GXS Bank is a technology-led digital bank, bringing together the strengths of human expertise and empathy with new technologies such as artificial intelligence (AI). Customers can access the full suite of GXS banking services in-app, with help available when needed, without having to go to a bank branch. It is owned by a consortium consisting of Grab Holdings Inc and Singtel.
Digital banks such as GXS Bank hold a banking license issued by the Monetary Authority of Singapore. This means they comply with the same regulatory requirements and standards as traditional banks, be it in risk management, cybersecurity, data protection or customer fair dealing.
GXS is part of a regional digital bank network that includes our subsidiary GXBank in Malaysia, our minority stake in PT Superbank in Indonesia, and a regional ecosystem that includes Grab and Singtel.
#1 What Key Initiatives Will Drive Sustainable Growth For GXS Bank In 2026?
Driving sustainable growth means putting customers at the centre of everything we do. Our focus is on building digital banking experiences that are simple, accessible, and that solve real-life pain points, especially for those who have been underserved by traditional banks. We believe that when we solve for the underserved, we make banking better for all customers.
In 2026, we are doubling down on our ecosystem banking experience. We want to strengthen the benefits-flywheel for consumers and businesses who use our ecosystem platforms or work with our partners. This could include boosted reward points when they transact on Grab, or pre-approved loans for businesses, which provides certainty of credit that they can access as and when they require.
As a digital bank, we also believe in being where our customers are so that they do not need to come to us. Part of our ecosystem strategy is to embed financial services in digital touchpoints that they are using. An example of this is our partnership with point-of-sale platforms to provide financing to businesses in the food and beverage industry through these partners’ platforms. In 2026, we will continue to expand our ecosystem of partners in both the business-to-business and business-to-consumer spaces.
#2 How Does GXS Bank Leverage Proprietary Grab And Singtel Ecosystem Data To Achieve Strong Returns?
By combining alternative data, including ecosystem data, with traditional credit bureau information, GXS Bank can assess creditworthiness with a broader set of signals. This has been a catalyst for us to improve credit access for Singaporeans. Through our proprietary credit assessment models, we are able to assess applicants who may otherwise have had the door closed on them simply because they do not have sufficient credit history. Those who may fall through this crack in credit access include consumers who are self-employed or working in the gig economy and small businesses such as sole proprietorships.
In both retail and business banking, we have seen that the majority of our customers in this segment are disciplined in repaying their loans. This affirms to us that what everyday consumers and small businesses need, is better access to credit.
#3 What Are Some Key Challenges In Growing A Digital Bank?
Our customers expect service at their fingertips. Without a physical network, we knew that we had to plan for diverse scenarios to ensure that our technology infrastructure is resilient, with the necessary contingencies in place.
With scam threats always evolving, it is also important that we are always vigilant and ready to protect our customers. Part of this is making sure that customers have the right information and resources to safeguard themselves, especially as bad actors perpetuate scams to take advantage of unwitting consumers and businesses. We do this by sending out regular customer communications on trending scams to help our customers identify and avoid falling prey to them.
Above and beyond customer education, we have a dedicated task force at GXS Bank that looks at how we can provide intervention measures to thwart scammers who are trying to defraud our customers.
#4 How Has AI And Machine Learning Defined How GXS Operates?
As a digital bank built from scratch in the digital era, AI and machine learning are almost hygiene technologies that we use at GXS Bank. They have not changed the way we work, because these technologies have been a part of our technology blueprint and powering our systems from our build phase.
For instance, our AI-powered chatbot, GXS eBuddy, manages customer interactions on our app, streamlining support and improving efficiency. Since launching GXS eBuddy, we’ve seen a 20% reduction in daily inquiries to live agents, demonstrating that customers are getting the answers they need quickly and conveniently. This also frees up time for our customer support colleagues to attend to more complex or urgent customer needs in a timely manner.
With the availability of various flavours of LLMs bringing Gen AI to the mainstream, our colleagues from non-technology backgrounds are also increasingly using Gen AI. Within the Bank, we have been developing specific AI tools that our people can use for their daily work. For example, with our internal vibe coding tool, our business teams can quickly create design prototypes to test out new product constructs or features. Before this tool was available, such prototypes would take days to be completed as they would include the efforts of multiple teams, including our technologists and app designers.
The speed in which we are now able to test, innovate and iterate means that we can respond to customers’ feedback even faster, build and launch new products quicker and improve our banking experience continually.
#5 What Role Does Ecosystem Strength Play In GXS’ Long-Term Strategy?
Our ecosystem is a key strategic pillar for us. We are backed by Grab and Singtel who are leaders in the areas that they operate and we benefit greatly from their regional scale, experience, customer reach and technology and data infrastructures.
In credit innovation, where we have made big strides in improving credit access for customers with insufficient credit history to meet the requirements of traditional bank loans, ecosystem data has been the fuel that enabled us to do so. With this broader set of data, we are able to assess an applicant’s credit-worthiness more comprehensively instead of closing the door on them just because they have yet to build up their credit history.
As we continue to scale, we will also deepen our roots in our ecosystem. Our goal is to meet our customers’ financing and banking needs within any platform in our ecosystem, whether it is through our banking app or our partners’ digital touchpoints.
Editor’s Note: Some answers for this article were extracted from the SGX 10 in 10 series published on 24 March 2026 and republished with permission. You can read more about GXS Bank on the SGX website.
You can also read other featured companies from SGX’s 10 in 10 series on the DollarsAndSense website.
