The year 2025 marked a major turning point for the Banking, Financial Services, and Insurance (BFSI) industry. Financial institutions worldwide faced increasingly complex pressures: a surge in digital transactions, customer expectations for faster service, and the need for stronger identity verification amid rising fraud risks.

In Indonesia, these challenges are even more pronounced. Customers demand instant, personalized, and easily accessible services across multiple channels. Technology is advancing rapidly, while internal operations are not always fully prepared to keep pace. In response, KPSG supports BFSI organizations in building stronger Customer Experience (CX), improving operational efficiency, and strengthening risk management through integrated technology and outsourcing solutions.

To help Indonesian BFSI players better prepare for 2026, let’s look at five global BFSI transformation success stories that can serve as benchmarks for the local industry.

DBS Asia – Personalization at Scale

DBS has become a global pioneer in leveraging AI to deliver highly personalized financial experiences. In Singapore, more than 3.5 million customers receive 30 million personalized recommendations every month. From payment reminders to avoid extra fees, cash-flow analysis, to investment recommendations based on risk profiles—AI helps customers make smarter, more relevant financial decisions. The results are clear: higher customer engagement, lower operational costs, and a stronger digital banking experience.

JPMorgan Chase – AI for Productivity & Sales

JPMorgan leverages Coach AI, an internal application that helps teams deliver financial advice faster and more accurately. According to its Wealth Management unit, this technology contributed to a 20% increase in gross sales between 2023–2024. AI does not replace experts; instead, it acts as a co-pilot that enhances human capabilities in delivering the right solutions to customers.

TD Bank – AI for Mortgage Acceleration & Customer Service

TD Bank implemented AI models to accelerate mortgage and home loan pre-approval processes, which traditionally required extensive manual work. At the same time, AI-powered virtual assistants helped reduce customer service wait times by up to 20%. Through measured automation, TD Bank successfully reduced operational burdens while delivering faster, more reliable service to customers seeking quick certainty.

BBVA – 70% of Sales Driven Digitally

BBVA is a strong example of how digitalization can transform a bank’s core business. With an AI-first strategy, BBVA has achieved:

  • 70% of sales generated online
  • 65% of new customers acquired through digital channels
  • A healthy cost-to-income ratio of 41.7%

AI-driven onboarding, real-time product recommendations, and advanced data analytics form the foundation of this transformation.

All of these case studies reveal the same pattern: successful BFSI organizations combine intelligent automation with human expertise. Modern contact centers become the strategic hub—from onboarding and verification to ongoing engagement—while data serves as the primary driver of decision-making.

Ready to Transform Your BFSI Operations in 2026?

KPSG delivers end-to-end solutions to meet your needs, including omnichannel contact centers, AI-powered customer analytics, video verification and fraud prevention, trained BFSI professionals, as well as 24/7 operational and service automation. Let’s explore your BFSI transformation strategy with KPSG. Contact us today for more information.

source: https://neontri.com/blog/digital-transformation-examples-banking/