Trends Report

Indonesian Banks Must Accelerate Their Digital CX Efforts To Avoid Disruption From Digital Players, Including Payment Firms

September 22nd, 2020

Summary

Digital banking strategy pros in Indonesia must address the needs of their customers who are looking for better digital experiences. Data from the Forrester Analytics® Consumer Technographics Asia Pacific Financial Services 1 Survey, 2020, reveals the key experience gaps. Banks need to act fast, as the war for digital payments is brewing in Indonesia. Firms like Dana, OVO, and GoPay, supported by investors with deep pockets and strong technology chops, have already earned the trust of customers with valuable digital payments and money management tools. These firms will likely expand their financial services offerings in the next few months and years. Indonesian online adults are looking for convenience, speed, and more affordable financial services for their savings and lending needs. For further information and help, read The Financial Well-Being Opportunity and book an inquiry.

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