当数字经济的浪潮席卷而来，手机银行已不再是金融服务的线上渠道，而是衡量一家银行科技实力、用 户思维与战略远见的标尺。行业竞争步入深水区，在功能趋同下，一场围绕"深度体验"与"智慧陪伴"的 竞赛悄然启幕。从用户体验连续三年行业第一，到打造"邮AI"陪伴式服务，这家国有大行正在重新定义 数字金融的温度与智慧。 根据中金金融认证中心（CFCA）最新发布的《2025数字银行调查报告》，邮储银行（601658）手机银 行用户体验连续三年稳居行业榜首，这或许不仅代表着一次排名的领先，更勾勒出邮储银行在数字服务 领域持续演进、敏捷响应用户需求的深层成长路径。 近期，邮储银行召开"2025年数字金融大会暨手机银行11.0发布会"，随着"AI2ALL"数字生态与手机银行 11.0版本的发布，邮储银行揭晓了其持续领先的密码：版本迭代的背后是一场始于数年前、从顶层设计 到底层架构、从技术逻辑到服务哲学的全方位"自我革命"。它试图回答一个根本性问题：在AI时代，国 有大行的数字化服务，如何从高效可靠的"工具"，进化为有温度、懂需求的"智慧伙伴"？ 全面深化AI应用成为重要的解题思路。 破局演变： 从"点状修补"到"体系重构" 三年前 ...

【导读】最接地气的国有大行手机银行App的自我革命与行业启示 当数字经济的浪潮席卷而来，手机银行已不再是金融服务的线上渠道，而是衡量一家银行科技实力、用户思维与战略远见的标 尺。行业竞争步入深水区，在功能趋同下，一场围绕"深度体验"与"智慧陪伴"的竞赛悄然启幕。从用户体验连续三年行业第 一，到打造"邮AI"陪伴式服务，这家国有大行正在重新定义数字金融的温度与智慧。 根据中金金融认证中心（CFCA）最新发布的《2025数字银行调查报告》，邮储银行手机银行用户体验连续三年稳居行业榜首， 这或许不仅代表着一次排名的领先，更勾勒出邮储银行在数字服务领域持续演进、敏捷响应用户需求的深层成长路径。 近期，邮储银行召开了"2025年数字金融大会暨手机银行11.0发布会"，随着"AI2ALL"数字生态与手机银行11.0版本的发布，邮储 银行揭晓了其持续领先的密码：版本迭代的背后是一场始于数年前、从顶层设计到底层架构、从技术逻辑到服务哲学的全方 位"自我革命"。它试图回答一个根本性问题：在AI时代，国有大行的数字化服务，如何从高效可靠的"工具"，进化为有温度、 懂需求的"智慧伙伴"？ 破局演变：从"点状修补"到"体系重构" 三 ...

Core Viewpoint - The article discusses the transformation of Postal Savings Bank's mobile banking app, emphasizing its evolution from a basic financial tool to a "smart partner" in the AI era, focusing on user experience and deep engagement [2][4]. Group 1: Digital Banking Evolution - Postal Savings Bank's mobile banking app has ranked first in user experience for three consecutive years, indicating its strong growth in digital services and responsiveness to user needs [2]. - The bank initiated a comprehensive core system reconstruction in 2022, aiming to create a secure, agile, and self-controlled digital foundation [4]. - The launch of the "AI 2 ALL" digital ecosystem and mobile banking version 11.0 marks a significant step in redefining digital financial services [5]. Group 2: AI Integration and Operational Efficiency - The bank is advancing its "Digital Postal" strategy, integrating AI across nearly 260 application scenarios to enhance operational efficiency and customer service [5]. - The mobile banking app has achieved a customer base of 386 million and nearly 86 million monthly active users as of June 2025, reflecting a robust growth trajectory [7]. - The operational model has shifted from "one-way push" to "full journey companionship," creating a comprehensive smart operation system that anticipates customer needs [9]. Group 3: Service Innovation and User Experience - The app's ecosystem integrates various financial and non-financial services, allowing users to manage multiple benefits in a unified view [11]. - The intelligent customer service feature, "Smart Xiao You," utilizes natural language processing to address a wide range of customer inquiries, achieving a 99.39% intent recognition rate [12]. - Version 11.0 introduces an AI-driven interaction model, transforming complex financial tasks into simple conversational commands, enhancing user experience [14][15]. Group 4: Security Enhancements - The new version incorporates a multi-layered security system, including a "social trust" dimension that connects users with designated guardians for high-risk transactions [18]. - Enhanced identity verification methods, such as voice verification through phone calls, strengthen transaction security and user account protection [18]. - The evolution of Postal Savings Bank's mobile banking serves as a case study in the competitive landscape of digital finance, highlighting the importance of self-reflection and customer-centric transformation [18].

Core Viewpoint - The article emphasizes that mobile banking has evolved from a mere online channel for financial services to a benchmark for assessing a bank's technological strength, user-centric thinking, and strategic foresight. Postal Savings Bank of China (PSBC) is redefining digital finance through continuous improvement in user experience and the introduction of AI-driven services [1]. Group 1: Evolution and Transformation - PSBC's mobile banking faced challenges in system architecture and innovation mechanisms three years ago, prompting a comprehensive core system reconstruction starting in 2022. This transformation aims to create a secure, agile, and self-controlled digital foundation [2]. - The bank's digital strategy, termed "Digital PSBC," is being advanced through the "AI 2 ALL" initiative, which focuses on four value dimensions: broad customer base, deep customer experience, multi-model scenarios, and detailed innovations, planning nearly 260 AI application scenarios [2][3]. Group 2: Growth Drivers - PSBC's mobile banking has achieved a customer base of 386 million and nearly 86 million monthly active users as of June 2025, reflecting a commitment to user experience and service [5]. - The growth is driven by a systematic approach to intelligent operations, ecological scene integration, and integrated service assurance, forming a "growth flywheel" that addresses value creation in a saturated market [5]. Group 3: Service Transformation - The launch of the 11.0 version of PSBC's mobile banking marks a significant shift towards "companion-style innovation," integrating AI deeply into customer journeys and redefining service boundaries [11]. - The new version features a conversational service model, allowing users to perform transactions through simple voice commands, enhancing user interaction and making financial operations more intuitive [11][12]. - The 11.0 version also introduces a more personalized user experience by predicting user needs and displaying relevant functions based on browsing habits, thus evolving from a "function finds user" to a "function understands user" approach [12]. Group 4: Security Enhancements - The 11.0 version incorporates a multi-layered security system, including a "social trust" dimension that allows for collaborative protection during high-risk transactions by contacting pre-set guardians [13]. - New features such as voice verification for identity confirmation and integration with national identity authentication systems enhance account security [14]. Conclusion - PSBC's evolution from a follower to a leader in mobile banking illustrates that success in the digital finance competition hinges on continuous self-reflection and transformation centered around customer needs, rather than merely accumulating functions or competing on technology [15].