Paving the way for the digital customer experience

WE live in an increasingly digital world; it is now commonplace for customers to leapfrog the era of desktops and laptops, and skip to mobile phones and smart devices. This has shaped customers' expectations, which are continuing to rise as a result of their digital experiences. Customers now expect services to be quick, easy and at their fingertips, especially as demand for financial services continues to flourish.

Financial service firms therefore have to focus on personalising and optimising their services. In our research report developed with Forrester, "Leaders In Financial Services Are Experts In Customer Identity", we found that over 70 per cent of financial service firms in the Asia Pacific are looking to increase their spending to enhance the digital customer experience.

With the financial services sector in Asia Pacific growing rapidly, the industry is becoming more complex, highly saturated and increasingly competitive. To stand out from the competition and encourage the adoption of their services, firms have to ensure they offer customers a fast, secure and seamless experience.