RECENT STORIES:

Addressing digital sovereignty in a data-driven world
ISX Financial EU Plc Reports Profitable Growth and Strong Capital Posi...
ISX Financial EU Plc Reports Profitable Growth and Strong Capital Posi...
EPWK will launch Chinese/English mall of “EPWK Curated GoodsR...
SuperX Launches the Latest XN9160-B300 AI Server, Blackwell Ultra Deli...
Singapore Post Invites Public to Celebrate SG60 and World Post Day wit...
LOGIN REGISTER
DigiconAsia
  • Features
    • Featured

      Designing unmanned aerial vehicles for safety and speed

      Designing unmanned aerial vehicles for safety and speed

      Tuesday, September 30, 2025, 4:20 PM Asia/Singapore | Case Studies, Features
    • Featured

      Addressing AI-bias governance: From technical issue to strategic board-level concern

      Addressing AI-bias governance: From technical issue to strategic board-level concern

      Monday, September 29, 2025, 12:38 PM Asia/Singapore | Features, Newsletter
    • Featured

      Clearing away the shadows of AI

      Clearing away the shadows of AI

      Tuesday, September 23, 2025, 3:29 PM Asia/Singapore | Features
  • News
    • Featured

      Insights into workflow-technology use shared by 1,000 business decision-makers

      Insights into workflow-technology use shared by 1,000 business decision-makers

      Friday, October 3, 2025, 3:27 PM Asia/Singapore | News
    • Featured

      Industry and technology leaders provide insights on AI trust and deployment: Survey

      Industry and technology leaders provide insights on AI trust and deployment: Survey

      Thursday, October 2, 2025, 4:59 PM Asia/Singapore | News
    • Featured

      Scientists develop atom-thin magnetic material that cuts memory chip energy use tenfold

      Scientists develop atom-thin magnetic material that cuts memory chip energy use tenfold

      Thursday, October 2, 2025, 11:57 AM Asia/Singapore | News
  • Perspectives
  • Tips & Strategies
  • Whitepapers
  • Awards 2023
  • Directory
  • E-Learning

Select Page

News

How AI and automation have been impacting financial sector profits and customer experience: study

By DigiconAsia Editors | Tuesday, May 6, 2025, 5:17 PM Asia/Singapore

How AI and automation have been impacting financial sector profits and customer experience: study

A survey commissioned by an intelligent-automation firm quantifies certain financial and operational benefits from technology adoption across global financial services.

According to a commissioned Forrester Consulting study*, financial institutions implementing intelligent automation solutions have been experiencing a 5.4% compound annual growth rate in incremental profit over three years.

Another finding links automation and AI technologies to transforming customer experience strategies across the Asian banking sector amid rising consumer expectations.

Also, the data indicates that AI adoption varies significantly across the Asian region. In Malaysia, over 80% of respondents from banks had cited implementing at least one AI-related project, primarily focusing on customer analytics, fraud detection, and electronic Know-Your-Customer processes. Other data indicate that generative AI usage has been spreading rapidly in Japanese banks, with approximately 30% already deploying the technology.

In India, data from the respondents showed that the country’s banking sector has embraced AI-powered customer service solutions, with chatbots providing 24/7 assistance in multiple languages.

Other findings

The data showed Australia respondents’ citing of 78% adoption was the highest in the survey, followed by those from India (49%), Hong Kong (47%), Malaysia (44%), and Singapore (28%). Forrester analysts commissioned to interpret the findings have noted that these disparities reflect differences in investment levels, regulatory frameworks, and availability of AI talent and infrastructure. According to James Lucas, Vice President of Sales (ASEAN and Greater China Region), SS&C Blue Prism, the firm that commissioned the study: “Customers expect real-time solutions, meaningful engagement, and greater value at no added cost. This is amplified amongst younger generations, influenced by the high-tech, digital-first experiences provided by fintech companies. To meet these demands, financial companies (have to) embrace AI-driven solutions, automation, and process orchestration — all of which are transforming customer experience strategies.”

*performed in 2024 around a survey of 166 global decision makers^ to gather quantitative data on automation benefits and usage, with additional data from five in-depth interviews with customers linked to the firm that commissioned the survey. Other Forrester research methodologies were used to assess costs, benefits, risks, and flexibility over a three-year period to calculate return on investment (ROI) and net present value (NPV) and a “composite organization analysis” to calculate the economic impact attributed to revenue growth due to adoption of intelligent automation.

^Respondents were decision makers in the areas of Robotic Process Automation and/or Business Process Management, from Australia (6), Belgium (5), Canada (12), France (15), Germany (16), India (7), the Netherlands (7), New Zealand (2), Singapore (8), the UAE (8), the UK (20) and the USA (60). Respondents came from Healthcare (24%), Financial Services (23%), Manufacturing (23%), the Public Sector (22%), and Energy, Telco and Utilities (8%)

Share:

PreviousLeveraging low code development to ensure sustainable urbanization: ARTHALAND Philippines
NextWinline Technology Showcases Advanced Charging Solutions for the North American EV Market at ACT Expo 2025

Related Posts

Proof of concept: using DLT for digital assets and sustainability-linked bonds

Proof of concept: using DLT for digital assets and sustainability-linked bonds

May 19, 2021

The four pillars for a future-ready IT infrastructure

The four pillars for a future-ready IT infrastructure

September 28, 2020

From startup to global enterprise: How Canva is preparing for the AI era

From startup to global enterprise: How Canva is preparing for the AI era

June 6, 2025

Catering to Gen Z e-commerce customers: what makes them tick?

Catering to Gen Z e-commerce customers: what makes them tick?

March 26, 2024

Leave a reply Cancel reply

You must be logged in to post a comment.

Awards Nomination Banner

gamification list

PARTICIPATE NOW

top placement

Whitepapers

  • Achieve Modernization Without the Complexity

    Achieve Modernization Without the Complexity

    Transforming IT infrastructure is crucial …Download Whitepaper
  • 5 Steps to Boost IT Infrastructure Reliability

    5 Steps to Boost IT Infrastructure Reliability

    In today's fast-evolving tech landscape, …Download Whitepaper
  • Simplify Payroll Setup for Your Small Business

    Simplify Payroll Setup for Your Small Business

    In our free guide, "How …Download Whitepaper
  • Overcoming the Challenges of Cost & Complexity in the Cloud-first Era.

    Overcoming the Challenges of Cost & Complexity in the Cloud-first Era.

    Download Whitepaper

Middle Placement

Case Studies

  • HOSTWAY gains 73% operational efficiency for private cloud operations  

    HOSTWAY gains 73% operational efficiency for private cloud operations  

    With NetApp storage solutions, the …Read More
  • Designing unmanned aerial vehicles for safety and speed

    Designing unmanned aerial vehicles for safety and speed

    SwissDrones uses Autodesk Fusion to …Read More
  • LVMH redefines payments in the global luxury sector with Adyen

    LVMH redefines payments in the global luxury sector with Adyen

    Frictionless payment solutions for seamless …Read More
  • Forget QR codes, Alipay is betting on you to tap its Tap!

    Forget QR codes, Alipay is betting on you to tap its Tap!

    When 80% of existing users/merchants …Read More

Bottom Sidebar

Other News

  • ISX Financial EU Plc Reports Profitable Growth and Strong Capital Position in H1 2025

    October 3, 2025
    NICOSIA, Cyprus, Oct. 3, 2025 …Read More »
  • ISX Financial EU Plc Reports Profitable Growth and Strong Capital Position in H1 2025

    October 3, 2025
    NICOSIA, Cyprus, Oct. 3, 2025 …Read More »
  • EPWK will launch Chinese/English mall of “EPWK Curated Goods”

    October 3, 2025
    XIAMEN, China, Oct. 3, 2025 …Read More »
  • SuperX Launches the Latest XN9160-B300 AI Server, Blackwell Ultra Delivers 50% More Compute Over Blackwell

    October 3, 2025
    SINGAPORE, Oct. 3, 2025 /PRNewswire/ …Read More »
  • Singapore Post Invites Public to Celebrate SG60 and World Post Day with “60 Years in 60 Stamps” Philately Showcase

    October 3, 2025
    SINGAPORE, Oct. 3, 2025 /PRNewswire/ …Read More »
  • Our Brands
  • CybersecAsia
  • MartechAsia
  • Home
  • About Us
  • Contact Us
  • Sitemap
  • Privacy & Cookies
  • Terms of Use
  • Advertising & Reprint Policy
  • Media Kit
  • Subscribe
  • Manage Subscriptions
  • Newsletter

Copyright © 2025 DigiconAsia All Rights Reserved.