On the eve of the 2026 Mid-Autumn Festival, at the special session of the "Song of the Earth" Youth Mango Festival hosted by Ping An of China, invited customers entered the venue one after another under the accompaniment and guidance of Ping An Bank account managers. Among them were long-time customers of Ping An Bank and first-time attendees of such events, yet all wore the same look of anticipation. This was a vivid scene of Ping An Bank's 2026 "Service Year" cultural scenario taking shape: using music as a bridge to bring "finance plus service" companion-style care to customers' side, responding to their longing for a better life with warm-hearted service.
A ticket carries trust and warmth. "I saw this event on the Pocket Bank app, and since Qi Yu's songs have accompanied me for most of my life, I signed up, and I never expected to actually make it!" At the scene, a gray-haired auntie said with a smile. There were many customers like her 鈥?some learned about the event through bank branches, some received phone invitations from account managers, and others saw a push notification on the app's homepage. The channels differed, but the sentiment was the same: because they loved Qi Yu, and even more because of their trust in Ping An Bank's years of service, they walked into this gathering meant for "old friends."
Inside the venue, the lights dimmed and the chatter slowly quieted. Qi Yu stepped onto the center of the stage amid applause and cheers from all directions. She smiled and waved to the audience below, and as soon as she opened her mouth, her clear and ethereal voice echoed through the venue, like moonlight on the eve of the Mid-Autumn Festival gently falling on everyone's heart. When she sang familiar melodies, some in the audience softly sang along, while others raised their phone lights, forming a starlit patch. Qi Yu interacted with the audience on stage, chatting about music and the passage of time, and also sent holiday wishes; below, the audience waved, applauded, and some gently swayed to the rhythm. After several songs, applause rang out again and again. Some audience members quietly wiped tears at emotional moments, while younger attendees hummed along with their elders. On stage and off, everyone enjoyed this long-awaited reunion of old friends.
Outside the venue, Ping An Bank's service details were hidden in every tiny scene. In the early stage of the event, many account managers proactively visited customers to deliver tickets; on site, Ping An Bank set up dedicated service points where staff received customer inquiries one-on-one, and account managers guided customers into the venue in an orderly manner; as the event ended, there was exclusive customer guidance to escort customers to the parking area or boarding point. The words "Service Year" here were not a slogan printed on a banner, but a greeting when an account manager knocked on the door, the guiding hands of on-site staff, and a "take care" as customers left.
Invisible protection, visible thoughtfulness. "The guidance from my account manager today was very thoughtful." During interviews, multiple customers mentioned the word "thoughtful" without prompting. As the event ended, the singing seemed to still linger in their ears, and customers chatted while walking, some still humming the melodies from earlier. This feeling came from Ping An Bank's day-after-day "invisible" accumulation of service, and even more from the systemic upgrade driven by the 2026 "Service Year," moving service from "process optimization" to "experience upgrading" and from "single-point breakthroughs" to "full-domain coverage."
Experience is being upgraded. With AI as the core driver, Ping An Bank upgraded its "Express Service," connecting multiple internal apps and service scenarios to provide customers with an intelligent assistant that can "get things done in one sentence," achieving "one entrance, one-stop resolution"; the Pocket Bank app simultaneously optimized its large-font interface and voice operation, allowing every customer, including elderly customers, to cross the "digital divide" and use it conveniently and with greater peace of mind.
Security is being reinforced. Ping An Bank continued to optimize anti-telecom fraud models for the elderly, upgraded technological prevention and control for abnormal transfer device environments, realized automated management and control of high-risk accounts, and combined this with branch staff's on-site identification skills to intercept suspicious transactions in real time; at the same time, relying on the group's "global emergency rescue" service system, with the response capability of "one button for emergencies," it built a solid safety line for customers traveling domestically and abroad, firmly protecting customers' "money bags."
Service is becoming more efficient. Targeting difficulties such as inheritance business and special transaction record inquiries, Ping An Bank made "troublesome matters simple" through process decomposition, green channels, and agile inquiries, transforming post-event remediation into pre-event prevention, and using a service experience that is "worry-free, time-saving, and money-saving" to break down barriers of time and space.
Service Year: from commitment to action. In April 2026, Ping An of China announced the launch of the 2026 "Service Year," upgrading two innovative services 鈥?AI "Express Service" and "global emergency rescue" 鈥?and proposing the service proposition "Professionalism, Ping An in your heart." Ping An Bank Co.,Ltd. (000001) responded actively and practiced it deeply, carrying the "finance plus service" model throughout the year's actions, and fundamentally satisfying customers' longing for a better life with professional and comprehensive planning, professional and precise analysis, and professional and meticulous execution.
This special customer appreciation event at the Ping An of China "Song of the Earth" Youth Mango Festival was a vivid microcosm of Ping An Bank's "Service Year" cultural scenario taking shape. As the concert neared its end, the entire audience spontaneously sang in chorus, Qi Yu bowed deeply on stage, and the applause below was long-lasting. Paying tribute to the years with music and accompanying customers with service, Ping An Bank is writing its companion-style service philosophy into every customer's daily life through one perceptible service detail after another.
Starlight does not fail those who travel on the road, and service warms the long years. Ping An Bank will continue to protect every customer's longing for a better life with professionalism and warmth.
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