RECENT STORIES:

Addressing digital sovereignty in a data-driven world
Quantum leap: 3 out of 5 organizations exploring quantum AI
Modernizing FX trading infrastructure: navigating extreme data, latenc...
XCMG to Host 7th International Customer Festival in 2025: A Grand Cele...
Zeekr Group Reports First Quarter 2025 Unaudited Financial Results
FOR SALE BY EXPRESSION OF INTEREST: Freehold Non-Conserved Commercial ...
LOGIN REGISTER
DigiconAsia
  • Features
    • Featured

      Modernizing FX trading infrastructure: navigating extreme data, latency and regulatory challenges

      Modernizing FX trading infrastructure: navigating extreme data, latency and regulatory challenges

      Thursday, May 15, 2025, 2:27 PM Asia/Singapore | Features, Newsletter
    • Featured

      Leveraging photorealistic game engines to create digital twins

      Leveraging photorealistic game engines to create digital twins

      Friday, May 9, 2025, 12:10 PM Asia/Singapore | Case Studies, Features, Newsletter
    • Featured

      The importance of API governance in the era of AI

      The importance of API governance in the era of AI

      Tuesday, May 6, 2025, 2:58 PM Asia/Singapore | Features
  • News
    • Featured

      Quantum leap: 3 out of 5 organizations exploring quantum AI

      Quantum leap: 3 out of 5 organizations exploring quantum AI

      Thursday, May 15, 2025, 4:00 PM Asia/Singapore | News
    • Featured

      Did “revenge travel” shape traveler choices in Singapore, Australia, and China last year?

      Did “revenge travel” shape traveler choices in Singapore, Australia, and China last year?

      Thursday, May 15, 2025, 12:10 PM Asia/Singapore | Future of Travel, News, Newsletter
    • Featured

      How did digitalisation impact the global retail landscape in 2024?

      How did digitalisation impact the global retail landscape in 2024?

      Wednesday, May 14, 2025, 12:03 PM Asia/Singapore | e-Commerce, 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

APAC retail expectations have changed, but tech adoption is lagging behind

APAC retail expectations have changed, but tech adoption is lagging behind

August 5, 2020

4 post-pandemic predictions for the Cloud that will remain relevant

4 post-pandemic predictions for the Cloud that will remain relevant

October 5, 2020

What risks do insurance firms fear most in 2025 and beyond?

What risks do insurance firms fear most in 2025 and beyond?

February 6, 2025

Are data silos and integration challenges stifling AI benefits

Are data silos and integration challenges stifling AI benefits

February 14, 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

  • Leveraging photorealistic game engines to create digital twins

    Leveraging photorealistic game engines to create digital twins

    How SAS uses Unreal Engine …Read More
  • Leveraging low code development to ensure sustainable urbanization: ARTHALAND Philippines

    Leveraging low code development to ensure sustainable urbanization: ARTHALAND Philippines

    When employees can be self-reliant …Read More
  • Predicting and preventing whale strikes by ocean vessels: Fathom Science Inc

    Predicting and preventing whale strikes by ocean vessels: Fathom Science Inc

    To test a predictive model …Read More
  • Dubai tests autonomous robots for sustainable last-mile delivery operations

    Dubai tests autonomous robots for sustainable last-mile delivery operations

    In light of the WEF’s …Read More

Bottom Sidebar

Other News

  • XCMG to Host 7th International Customer Festival in 2025: A Grand Celebration of Innovation, Sustainability, and Cross-Cultural Collaboration

    May 15, 2025
    XUZHOU, China, May 15, 2025 …Read More »
  • Zeekr Group Reports First Quarter 2025 Unaudited Financial Results

    May 15, 2025
    HANGZHOU, China, May 15, 2025 …Read More »
  • FOR SALE BY EXPRESSION OF INTEREST: Freehold Non-Conserved Commercial Building at 562 Serangoon Road

    May 15, 2025
    SINGAPORE, May 15, 2025 /PRNewswire/ …Read More »
  • Impact Leaders Convene to Accelerate Impact Investing Momentum across APAC during the SFi Impact Week 2025

    May 15, 2025
    SFi reconvenes its third annual …Read More »
  • GAR Profits Surge in Competitive Market Environment During the First Quarter of 2025

    May 15, 2025
    Net profit for the quarter …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.