2020 is set to be the year of virtual or digital banking in Malaysia. With programmes like e-Tunai Rakyat proving a huge success with over 3 million sign-ups in the first few days of it being launched, and more push towards industry 4.0, this will accelerate the need for more innovative business models to serve underserved unserved market segments. Virtual banking is here. We speak to Shankar Kanabiran from EY to talk about the who, the what, the when, the why and the how.