2025 marks a significant milestone for the Banking, Financial Services, and Insurance (BFSI) industry. Financial institutions worldwide face increasingly complex pressures: a surge in digital transactions, customer expectations demanding faster service, and the need for more secure identity verification amidst rising fraud risks.
In Indonesia, this challenge is even more pronounced. Customers want instant, personalized, and easily accessible service across multiple channels. Technology is moving rapidly, while internal operations aren't always ready to keep up with the pace. To that end, KPSG is here to help BFSI build a stronger Customer Experience (CX), improve operational efficiency, and strengthen risk management through integrated technology and outsourcing solutions.
To ensure Indonesia's BFSI is better prepared for 2026, let's take a look at five global BFSI transformation success stories that can serve as benchmarks for the local industry.!
DBS Asia – Personalization at Scale
DBS is a global pioneer in leveraging AI to create highly personalized financial experiences. In Singapore, more than 3.5 million customers receive 30 million personalized recommendations every month. From payment reminders to avoid additional fees, to cash flow analysis, to investment recommendations tailored to their risk profile, AI helps every customer make smarter and more relevant financial decisions. The results are tangible: increased customer engagement, lower operating costs, and a strengthened digital banking experience.
JPMorgan Chase – AI for Productivity & Sales
JPMorgan is leveraging Coach AI, an internal application that helps teams provide financial advice more quickly and accurately. According to the Wealth Management unit, this technology contributed to a 20% increase in gross sales between 2023 and 2024. AI doesn't replace experts; it actually becomes them. co-pilot which enhances human capabilities in providing the right solutions for customers.
TD Bank – AI for Mortgage Acceleration & Customer Service
TD Bank implemented an AI model to expedite the mortgage and home loan pre-approval process, which is typically time-consuming and manual. At the same time, an AI-powered virtual assistant helped reduce service wait times by up to 20%. With measurable automation, TD Bank successfully reduced operational costs while accelerating service for customers who needed immediate certainty.
BBVA – 70% of Sales Are Digitally Based
BBVA is an example of how digitalization can transform a bank's core business. With an AI-first strategy, BBVA now:
- Generating 70% of sales online
- Acquire 65% of new customers through digital channels
- Maintaining a healthy cost-to-income ratio at 41.7%
AI-based onboarding, real-time product recommendations, and intelligent data analytics are the foundation of their transformation.
All these case studies show a common pattern: successful BFSI is one that combines intelligent automation with human capabilities. The modern contact center is at the center of strategy, from onboarding and verification to engagement. Furthermore, data is the primary driver of decision-making.
Ready to Transform Your BFSI Operations in 2026?
KPSG provides end-to-end solutions for a variety of needs, including omnichannel contact centers, AI-powered customer analytics, video verification and fraud prevention, trained BFSI experts, and operational automation and 24/7 service. Let's explore your BFSI transformation strategy with KPSG. Contact us now for more information.
sumber: https://neontri.com/blog/digital-transformation-examples-banking/
