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Forrester: Digital-only banks and insurers will gain ground on traditional players in Asia Pacific in the next two years

Non-traditional players will fill the void if retail banks and life insurance providers do not provide better and more relevant digital experiences

SINGAPORE, Aug. 7, 2019 /PRNewswire/ -- Consumers in Asia Pacific are some of the most advanced when it comes to digital engagement with financial services, with seventy-three percent of consumers believing that they should be able to accomplish any financial task on a mobile device, according to new data* released by Forrester.

Most Consumers Prefer Digital Channels To Interact With Their Financial Services Providers Across Asia Pacific

 

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Consumers today prefer to interact with their financial services providers on digital channels, especially in mobile-first countries like Mainland China, India, Thailand, and Indonesia. Seventy-seven percent of banking customers in Asia Pacific prefer digital channels, which are also preferred by life insurance customers in countries such as Mainland China, Thailand, India, and Australia.

In addition, Forrester found that many customers trust payment firms and technology firms over traditional financial services providers to help them better manage their finances. Global technology giants, payment providers, eCommerce players, and even ride-sharing leaders are already threatening established firms by offering simple, convenient, and more personalized digital experiences.

While banks lead in consumers' trust to act in the best interest of their financial well-being, a surprising cast of digital characters is not far behind. In India, Google beat out banks as the most trusted company to act in their best financial interests. In Mainland China, Alibaba and WeChat are slightly behind banks, and across all regions, insurers break into the top three in just two regions: Hong Kong and Malaysia.

"Consumers are more likely to engage with firms that prioritize helping them improve their financial well-being," said Dane Anderson, VP, research director and region manager, Forrester. "We expect that customers will dynamically deconstruct their personal financial services ecosystems and reassemble them with newer and better players. Traditional institutions have several advantages but will be left behind if they do not transform faster to meet the challenge."

For a deeper analysis of the financial services customer in Asia Pacific, download Forrester's complimentary guide.

*Forrester Analytics Consumer Technographics® Asia Pacific Financial Services Survey, 2019 was fielded to 14,900 online adults in Australia, Mainland China, Hong Kong, metro India, Indonesia, Malaysia, Singapore, and Thailand.

About Forrester
Forrester (Nasdaq: FORR) is one of the most influential research and advisory firms in the world. We work with business and technology leaders to develop customer-obsessed strategies that drive growth. Forrester's unique insights are grounded in annual surveys of more than 675,000 consumers and business leaders worldwide, rigorous and objective methodologies, and the shared wisdom of our most innovative clients. Through proprietary research, analytics, custom consulting, exclusive executive peer groups, learning offerings, and events, the Forrester experience is about a singular and powerful purpose: to challenge the thinking of our clients to help them lead change in their organizations.

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