Mutual Trust Bank PLC (MTB) has won the 2026 Best Consumer Digital Bank award from international financial magazine Global Finance, becoming the only Bangladeshi bank recognised among the winners in the Asia-Pacific region.
The bank announced the achievement in a press release on Tuesday, 27 October. According to MTB, the recognition reflects its customer-focused digital services, technology-driven innovation and extensive digital banking infrastructure, including a growing range of services powered by artificial intelligence (AI).
At the centre of MTB’s digital banking operations is its flagship application, MTB Neo, which allows customers to carry out a range of banking activities without visiting a branch. Users can open new accounts, apply for fixed deposits and monthly savings schemes, and submit loan applications through the app. It also supports various banking transactions authorised by Bangladesh Bank, the country’s central bank.
The application includes voice banking in both Bangla and English, enabling users to complete transactions through voice-based commands. The feature is intended to make digital banking more accessible and convenient for customers who prefer voice interaction to conventional app navigation.
MTB Neo also offers an AI-powered personal finance management solution. Available to both MTB customers and non-MTB users, the service helps individuals keep track of their assets and income, monitor spending and review their financial activities. It is designed to support more informed financial decisions by giving users a clearer picture of their financial position.
MTB has also introduced AI technology into its customer support operations. The bank says it launched Bangladesh’s first AI-powered call centre agent, capable of engaging in natural-sounding conversations and answering routine queries, including questions about card activation and account statements. By automating responses to common enquiries, the system aims to reduce waiting times and make customer support more readily available.
Another notable development is ‘Mita’, MTB’s AI-powered humanoid banking avatar. According to the bank, when the technology was introduced, MTB was among only five institutions worldwide to have implemented such a solution and the first in Asia. Mita interacts directly with customers, providing information and guidance on the bank’s services, including retail banking, small and medium-sized enterprise (SME) banking, agricultural banking, credit cards, expatriate banking, agent banking and MTB Neo. The avatar is currently accessible through the MTB Neo application and the bank’s website.
The bank’s digital strategy extends beyond individual customers. For businesses, MTB offers ‘Trade X’ to support commercial transactions, alongside an enhanced electronic banking system for institutional clients. These services are intended to facilitate business-related banking activities through digital channels.
Commenting on the award, MTB Managing Director and Chief Executive Officer Syed Mahbubur Rahman described the recognition as an important milestone in the bank’s digital transformation journey. He said the achievement reflected MTB’s commitment to developing customer-focused digital banking services that meet international standards.
Rahman added that the bank aims to establish MTB Neo as a reliable banking companion for customers in their everyday lives. He emphasised the importance of enabling people to access essential banking services without visiting branches, using technologies such as voice banking, AI-powered call centre support and Mita. He also described MTB’s position as the only Bangladeshi bank recognised among the Asia-Pacific winners as a source of pride for the institution.
MTB said it would continue investing in digital banking applications, voice-based transactions, AI-assisted customer service and technology supporting business transactions and financing. The bank aims to expand convenient and inclusive banking services across Bangladesh through these initiatives.
The award comes as digital technology continues to reshape how customers access financial services. Mobile applications and automated support systems can make routine banking activities more convenient, while digital channels can reduce the need for branch visits. However, the effectiveness of such services also depends on reliable technology, secure transactions, protection of customers’ personal and financial information, and accessible support when problems arise.
For MTB, the recognition provides an international endorsement of its digital banking initiatives. Sustaining that position will depend on how effectively the bank continues to improve its services and responds to the changing needs of individual customers, businesses and institutions.