Digital-First Financial Services:
What It Means to Be Digital in 2022

ASEAN | August 24, 2022



Business-as-usual is no longer sustainable! The past few years saw financial institutions in the ASEAN region become more resilient as they adapt and rethink their businesses and operating models to keep up with the rapid changes of customer behavior.

Having surmount the challenges in the road to recovery, there lies opportunities ahead for a “big reset” – to redefine the value they bring and the role they play in this new world of digital-first financial services. Financial institutions are already sharing data within their industry, optimizing processes, and creating new market opportunities. This is the time for institutions to step up and undertake their role as orchestrator of the industry ecosystems. They need to be critical enablers by establishing the digital environments across multiple industries for co-innovation.

At the IDC Conference: Financial Insights ASEAN, we bring to you the latest research where financial institutions take the lead in building strength in data, platforms, operations, security to be digital in 2022.


Topics to be discussed:

  • Redefining Frictionless: Seamless Onboarding Process

  • Tackling Financial Well-Being

  • Greater Financial Inclusion: Digital Ecosystems & SMEs

  • Employee Empowerment

  • Trust & Customer Consent

IDC ASEAN Conference: Financial Insights Agenda

Time Event & Speakers

What It Means to Be Digital-First

Michael Araneta
Head of Research and Advisory, IDC Financial Insights Asia/Pacific

We will talk about the 8 key areas that will shape the future of digital-first financial services and enable us to interact with customers much better than before. Internal empowerment, new types of customer interactions and the value of instantaneous, to name a few!


Digital From the Get-Go

Michael Yeo
Associate Research Director, IDC Financial Insights Asia/Pacific
Eric Quah
Country Manager, Malaysia, ServiceNow
Allen Woo
Chief Technology Officer, Affin Hwang Asset Management Berhad

What does it take to be truly digital? In this session, we discover how financial services organizations become digital across the value chain of high-impact business processes, particularly onboarding. Onboarding is a differentiator for many organizations in Southeast Asia, but it requires a consistent approach of data and functionalities across many touchpoints. Onboarding is a strong start to a much more integrated organization – from front to back office, from product ideation to go-to-market – all to the benefit of the customer.


Supporting the Financial Well-Being of Customers

Michael Araneta
Head of Research and Advisory, IDC Financial Insights Asia/Pacific
Thakorn Piyapan
President, TMBThanachart Bank Public Company Limited (ttb)

Financial institutions of the past focused on their own business interests, resulting in untapped opportunities that places customer as priority. Helping customers to manage their financial health and increase financial literacy can build trust and deepen customer engagement. It’s time we focus less on the numbers, more on the heart.


Digital-First for SMEs

Michael Yeo
Associate Research Director, IDC Financial Insights Asia/Pacific
Kalyani Nair
Group Head, Virtual Banking, Maybank
While we have seen tremendous efforts by financial institutions to remove frictions and delight their customers, SMEs are still struggling in this digital-first world with branding themselves and reaching out to their customers digitally. How can financial institutions bring value to both their retail and SME customers at the same time?

Digital From the Inside

Michael Araneta
Head of Research and Advisory, IDC Financial Insights Asia/Pacific
Arjun Chib
Managing Director, Global Head CPBB Onboarding Operations Right Shoring, Standard Chartered Bank

Digital transformation in the region abounds with successes in remaking customer-facing offerings: mobile banking apps, new channels, customer onboarding. But true digital transformation calls for successes everywhere, including all-important internal business processes that make the bank more efficient, real-time, and employee-centric. In 2022, it is about time that we show the possibilities of digital - from the inside. 

  • Are financial institutions waking up to digitalization from the inside?
  • What are the marks of "digital-from-the-inside" companies?
  • What are the technology capabilities that enable digital-from-the-inside?

End of IDC Conference: Financial Insights 2022 (ASEAN)


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