从追赶到领跑，邮储手机银行做对了什么？

Core Insights - The article emphasizes that mobile banking has evolved from being merely an online channel for financial services to a benchmark for assessing a bank's technological strength, user-centric thinking, and strategic foresight [1] - Postal Savings Bank of China (PSBC) has maintained the top position in user experience for mobile banking for three consecutive years, indicating its continuous evolution and responsiveness to user needs in the digital service sector [1][2] - The launch of the "AI2ALL" digital ecosystem and the mobile banking version 11.0 marks a significant transformation for PSBC, aiming to redefine digital financial services as a "smart partner" that understands user needs in the AI era [1][2] Digital Transformation - PSBC initiated a comprehensive reconstruction of its core system in 2022 to address service demands from its vast customer base, aiming to create a secure, agile, and self-controlled digital foundation [2] - The bank's digital strategy focuses on integrating AI applications across its operations, with plans for nearly 260 AI application scenarios to enhance customer service and operational management [2][3] Operational Efficiency - The bank has achieved a significant increase in its mobile banking user base, reaching 386 million personal mobile banking customers and nearly 86 million monthly active users as of June 2025 [4] - The operational model has shifted from one-way information push to a comprehensive customer engagement approach, enhancing user experience through a full-link intelligent operation system [7] Ecosystem Integration - PSBC has developed an ecological collaborative platform that allows for seamless integration of various financial services, providing a one-stop view for users to manage different types of benefits and services [8] - The bank's strategy includes creating localized service areas that cater to specific regional needs, enhancing the relevance of its offerings to everyday life [8] Service Innovation - The mobile banking version 11.0 introduces an AI-driven interaction model that simplifies complex financial operations into conversational commands, enhancing user experience [10][11] - The new version also features personalized service recommendations based on user behavior, aiming to make financial services more intuitive and accessible [11] Security Enhancements - Version 11.0 incorporates a multi-layered security system that includes a "social trust" dimension, allowing for collaborative protection against high-risk transactions [12] - New identity verification methods, such as voice verification through phone calls, have been introduced to strengthen account security [12]