How Commercial Bank is shaping the Future of Customer-Centric Banking

Kapila Liyanage Assistant General Manager – Personal Banking & Retail Products, Commercial Bank of Ceylon

As customer expectations continue to evolve in an increasingly digital and connected world, banks are being challenged to deliver experiences that are seamless, intuitive, and deeply customer-centric. Commercial Bank of Ceylon has remained at the forefront of this transformation, continuously strengthening its retail banking portfolio through innovation, digitalisation, and personalised financial solutions designed to meet the changing needs of customers. In this interview, Mr. Kapila Liyanage, Assistant General Manager – Personal Banking & Retail Products, shares insights into how the Bank has strategically designed its portfolio of deposits, loans, cards, and digital solutions to enhance customer convenience while embracing innovation and sustainability.

Q Commercial Bank is widely recognised for its strong retail presence. How would you describe the philosophy behind your product design?

At Commercial Bank, everything we do begins with the customer. Our approach to product design is anchored on delivering convenience, relevance, and accessibility across every touchpoint. More importantly, we strive to understand the entire customer lifecycle and design solutions that support customers at every stage of their journey.

Whether it is opening a first savings account such as a youth or children’s savings product, building financial discipline through structured savings plans, purchasing a home through tailored housing loans, or accessing working capital to grow a business, we aim to be a trusted partner throughout. Our product ecosystem is therefore not built in isolation, but as an interconnected suite of solutions that evolve alongside the customer.

Over time, we have moved beyond traditional banking to create a seamless omni-channel experience, where customers can interact with us effortlessly via branches, digital platforms such as ComBank Digital, or self-service channels. This allows us to deliver products that are not only innovative, but also meaningful—helping customers build their future and fulfil their aspirations.

Q Let’s start with deposits. How have you enhanced convenience for customers in this space?

Deposits today are no longer just about saving money; they are about offering flexibility, accessibility, and value-added benefits. At Commercial Bank, we offer a diverse range of savings and fixed deposit products tailored to different customer segments, including children, youth, salaried individuals, freelancers, and senior citizens.

Our savings accounts are designed with features such as digital onboarding, online account management, and integration with mobile and internet banking platforms, allowing customers to enjoy greater convenience and seamless access to banking services anytime and anywhere. In addition, value-added services such as standing orders, automatic savings plans, and goal-based savings options help customers build financial discipline over time.

For customers seeking higher returns, our fixed deposits and term investment products offer competitive rates, flexible tenures, and the option to manage and renew investments digitally. By combining convenience with choice, we empower customers to manage their finances confidently while aligning their savings with both short-term needs and long-term financial goals.

Q Lending is often seen as a complex and time-consuming process. How has the Bank simplified this?

Lending, for us, is about enabling life’s key milestones rather than simply providing financing. We have expanded our lending portfolio to include a wide range of products such as housing loans, personal loans, vehicle financing, educational loans, and specialised schemes for professionals and entrepreneurs.

To simplify the borrowing experience, we have streamlined our application and approval processes, leveraging digital tools and data-driven assessments and AI-backed credit underwriting across SME, Retail and Credit Card lending to reduce turnaround times. Customers today can initiate loan applications digitally, receive faster approvals, and access clear, transparent information on repayment structures.

We have also introduced customised lending solutions that cater to specific customer segments for example, tailored home loan packages with flexible repayment options. Commercial Bank’s position as Sri Lanka’s number one home loan provider reflects the trust placed in the Bank to support one of life’s most meaningful milestones, while its SME-focused lending solutions continue to support business growth. By aligning our lending products with real-life needs and improving accessibility, we ensure that financing is both practical and responsive.

Q How important is customer feedback and ground-level insight in shaping your retail offerings?

Customer insight is central to our strategy. We actively engage with customers across multiple channels to understand their behaviour, preferences, and expectations. This continuous feedback loop allows us to refine existing products and introduce new solutions that are truly relevant.

Rather than adopting a one-size-fits-all approach, we segment our offerings based on customer needs, ensuring that each product delivers meaningful value. This “ground feel” also helps us identify emerging trends, enabling us to stay ahead in a rapidly evolving financial landscape.

Q Cards and payments are evolving rapidly. How is Commercial Bank staying ahead in this space?

The digital and technological landscape is evolving rapidly, and at Commercial Bank, we have always prioritised giving our customers access to the latest innovations in banking and payments. Our focus is not just on adapting to change, but on leading it by continuously introducing innovative products and technologies that enhance convenience, security, and customer experience.

This commitment to innovation was recently recognised when Commercial Bank was named the Overall Winner at the Technovation Awards 2026, in addition to securing six other awards at the event. As one of the most prestigious recognitions for technological excellence and digital innovation in the banking industry, these accolades reaffirm the Bank’s leadership in driving digital transformation and introducing cutting-edge payment technologies in Sri Lanka.

We have consistently introduced several first-to-market payment innovations in Sri Lanka. Most recently, Commercial Bank became the first bank in Sri Lanka to enable Google Pay support for its cards, enhancing global digital payment convenience for customers. We also became a leading partner bank for PayPal linked withdrawal services in

Sri Lanka.

In addition, Commercial Bank has long been at the forefront of introducing innovative payment technologies to the Sri Lankan market, and we continue to strengthen that leadership through initiatives such as the Q+ Payments App for QR-based payments, Tap-to-Phone technology for merchants, and enhanced 3D Secure (3DS) authentication for global card transactions. These are just a few examples of the many innovations we have introduced over the years to enhance customer convenience, security, and the overall digital payments experience.

Q Financial inclusion is an important theme today. How is the Bank addressing this?

Financial inclusion is a key priority for us, and we believe that true banking convenience means making services accessible to everyone. Through initiatives such as “ComBank Shakthi” agency banking and extended service points, we are able to reach underserved and remote communities, bringing essential banking services closer to them.

At the same time, our simplified account opening processes, digital banking platforms, and tailored entry-level products help bring more individuals into the formal banking system. Importantly, our focus is not just on access, but also on progression—ensuring that customers are supported as they grow financially

over time.

Q Finally, what is your vision for the future of retail banking at Commercial Bank?

Our vision is to continue evolving in line with customer expectations while staying true to our core principles of convenience, relevance, and trust. We see the future of banking as one that is deeply integrated into the customer lifecycle, where financial solutions are seamlessly embedded into everyday life.

We will continue to enhance our digital capabilities, expand our product portfolio, and leverage data analytics, artificial intelligence, and emerging financial technologies to deliver more personalised offerings tailored to the unique needs and lifestyles of our customers. Our ambition is to continuously evolve alongside the rapidly changing financial landscape and create smarter, more intuitive, and seamlessly connected banking experiences that add meaningful value to our customers’ lives.