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Home Industry Verticals Finance & Insurance

Tech to support customer-centric strategies for FSIs

FutureCIO Editors by FutureCIO Editors
January 29, 2021
Photo by Andrea Piacquadio from Pexels

Photo by Andrea Piacquadio from Pexels

The IDC report, The Prime Strategies of Customer Centricity for Asia/Pacific Financial Services Industry, says customer-centric strategies should include ecosystem, influence, and context.

Handojo Triyanto, lead for Customer Centricity at IDC Financial Insights Asia/Pacific, noted that a lot of financial institutions are implementing ecosystem and context strategies, but neglecting influence strategies because of their short-term business focus.

He suggests these institutions implement influence strategies to increase their impact in the long term.

What FSIs are buying

IDC estimates the software spending for customer-centricity in 2021 will account for 27% of the total software spending of Asia/Pacific's financial services industry and will be the highest in 2021 compared with other LOBs (excluding LOB operations) at about US$ 5.1 billion.

Since LOB operations include customer-facing processes and have an impact on customer satisfaction, this LOB should be included in the analysis. Software spending with the included LOB operations will then account 62% (about US$11.7 billion) of the total software spending of Asia/Pacific's financial services industry.

Customer-centricity is forecasted to have an 11% compound annual growth rate (CAGR) from 2019 to 2024. Six countries are forecasted to have more than 9% growth rates for customer-centricity software spending: China (with the highest growth at a CAGR of 21.8% for 2019–2024), followed by New Zealand, Vietnam, India, Indonesia, and Singapore.

This depicts the significant roles of data processing and management have in IT – accounting for more than 30% of the technology spending. Likewise, the trend also shows that data processing and management have high growth rates.

Currently, customer relationship management (CRM) applications spend is forecast to grow at a CAGR of 13.5% in 2020–2024. IDC estimates CRM (software) spending reached US$ 1.3 billion in 2019 (excluding outsourcing spending) in the Asia/Pacific financial services industry.

When implementing customer-centric strategies:

Understand and consider each strategy – Financial institutions should understand and consider all three strategies for their business as these three create strong and long-term competitive advantages for their respective institutions.

Select partners carefully – When it comes to partnerships in the ecosystem strategy, financial institutions must consider their partners carefully. In IDC's research about the Future of Trust, partner selection is crucial to developing a trusted ecosystem. Realize the advantages of influence strategy – Although influence strategies are quite difficult to justify in quantitative measures, they are important for long-term businesses.

Related:  IDC outlines what the future of customer looks like for APEJ
Tags: customer relationship managementcustomer-centricityIDC Financial Insights Asia/Pacific
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