As the first life insurance company in Taiwan, Taiwan Life Insurance has upheld its reputation as a professional, trustworthy, and public welfare–oriented enterprise. In recent years, it has been actively using insurance technology to build diversified claim service channels. It has aimed to address major pain points of customers, such as relying on paper-based applications, requiring customers to apply in hospitals in person, and receiving claim payments 13 days after submitting the necessary documents. As such, the company developed eClaim Blockchain in cooperation with the Kaohsiung Veterans General Hospital. The solution enables the insured to complete a claim application online through blockchain technology, which shortens the whole claim settlement process from 13 days to more than three days, earning a customer satisfaction rate as high as 95% from users. Customers can also view the complete authorization, transmission records, and medical certificate information returned from the hospital at any time on its official website, making a portable medical record for self-management that can be used for referral or medical consultation in other hospitals. With eClaim Blockchain, information is stored securely via encryption, and customers are relieved from the tedious process of traveling and applying for medical certificates and are able to receive claim payments quickly.

CTBC Bank is among the largest privately owned banks in Taiwan. As part of its efforts in enhancing its positioning in the digital economy, the bank developed four customer experience (CX) strategies. Through its digitalization services, the bank provides voice-activated banking services in which customers can view their deposit account balances, conduct transfers, and complete foreign exchange (FX) transactions in its mobile banking app. Clients can discuss investment opportunities with their financial advisor remotely and complete an application for mutual funds online. Under process automation, customers can fill up forms in advance online to enjoy a faster experience in branches. By the end of 2019, more than 200 robotic process automation (RPA) processes have been deployed to perform highly repetitive work. In terms of intelligent financial services, CTBC Bank harnesses the power of artificial intelligence (AI) and big data. For example, "i-mortgage" combines two new patented technologies. With this feature, a customer can quickly obtain their evaluation and loan limit by simply inputting their address online. Finally, with respect to scenario-based financial services, interactions between customers and banks do not only take place through banking channels. For instance, CTBC Bank established a partnership with the messaging app LINE to develop personalized services. As a result, 2 million customers have linked their accounts with LINE to get personalized service features.

From airfreight, baggage, and ramp handling, passenger services, aviation security, cargo, warehousing, and perishables handling to cruise handling and terminal management, SATS offers a full spectrum of customized gateway services to its clients. To provide relevant information, such as the arrival and departure gates' proximity, possible airport restrictions, and return flight details to airport personnel, SATS introduced AIDeMS, an artificial intelligence (AI)–assisted decision-making tool. It facilitates decision making by processing different data streams, using historical data, and providing recommendations. The tool checks and cross-checks all details, including passenger onward connections, affiliations to joining passenger groups, other affected passengers' itineraries, and onward flight details. AIDeMS uses all retrieved data, combines the information for better awareness, and then proceeds to recommend a suitable course of action for the operations team based on established standard operating procedures. Users can assess all relevant data on a single screen, which shows the information's implications and consequent possible options. AIDeMS' benefits include improved passenger connection rates and more consistent and structured decision making. Over time, the tool will become more astute, especially as it learns and adapts from staff members' decisions, with misconnections reduced by 10%.

Robinsons Bank Corporation (RBank) is the financial services arm of JG Summit Holdings. It was established as a savings bank in 1997 amid the Asian financial crisis. Through the years, RBank has played a significant role in the Philippine banking industry by offering a wide array of innovative financial services with the convenience of modern technology. In 2020, Robinsons Bank Corporation introduced RBank SignUp, an online application platform that promises an all-digital process of opening an account with the bank. With RBank SignUp, clients can create a bank account with just a mobile phone, an internet connection, and one valid ID. The application enables real-time ID detection, and a facial recognition feature allows instant completion of the application process. As a result, clients can receive their account details within a few minutes of opening the account. Compared with other online account opening apps, RBank SignUp has the greatest number of products offered — from a basic deposit account to a payroll account. Aside from targeting the general market, the RBank SignUp app aims to onboard sole proprietors and microenterprises, which are continuing their business operations during the pandemic.

Affin Bank is a financial services conglomerate focused on commercial, Islamic, and investment banking services, money broking, asset management, and life and general insurance underwriting. To build better brand loyalty and create better business outcomes with true omni-channel engagement, Affin Bank launched its contact center transformation project, Affinity, in 2017. Affin Bank adopted an omni-channel contact center solution that serves as the foundation of its digital road map to offer 100% digital banking by 2020. Affinity empowers agents to resolve requests and reengineers the business to become a customer-centric organization, with innovation at its core through the use of intuitive digital products in all customer touch points. The rapid deployment of the platform has allowed Affin Bank to gain immediate advantage of omni-channel capabilities and improved customer analysis. Backed by solutions such as automated call distribution, live chats, quality monitoring, interactive voice responses, and case management, Affin Bank has improved telesales capabilities, reduced the average abandon rate, lowered operational costs, and allowed seamless omni-channel interactions within the first 100 days after project kickoff.

Shinhan Bank, South Korea's second-largest commercial bank, has a long history in the country. To further cement its legacy, it pioneered the use of digital technologies, strengthening customer centricity in its business model. Previously, the company's collection of digital journey results and insight application, which was derived punctually, lacked linkage. Hence, the bank rolled out the Real-Time Offering (R-Offering) system, a real-time event detection and processing platform, to provide customers and employees with offers and information, analyze customer behavior patterns and trends, and resolve customer needs as they occur. To this end, R-Offering analyzes 120 million pieces of data daily from 25 million customer situations throughout 21 contact points in branch counters, apps, internet banking websites, and chatbots, as well as detects events generated by customer bank transactions in real time. Because of its advanced features, the platform supports processing activities by detecting missing employee and customer information and augments sales processes by uncovering new opportunities. With R-Offering in place, clients and personnel can access relevant deals and data points in as quick as one minute throughout 12 channels.

As the largest financial institution in Indonesia, Bank Mandiri's vision is to be the preferred financial partner through the seamless integration of digital banking solutions into customers' daily lives and promote sustainable SME growth in Indonesia. Bank Mandiri started its digital transformation (DX) journey in December 2017 as the traditional financial industry faced external disruption and increased competition. With customer centricity as its key DX focus, Bank Mandiri developed its campaign management project. Customer value, customer experience, and customer journey are the three key tenets of this transformation program, driving the bank to deepen its understanding of customer needs and preferences. With a big data and analytics platform, data warehouse, and real-time data system, the initiative allowed Bank Mandiri to develop a 360-degree view of its customers, developing push and real-time campaigns. Moreover, Bank Mandiri integrated big data with machine learning tools to develop a deep understanding and learning of hidden patterns behind customer transactional behavior to predict customer purchase decisions. This delivered insights and built a foundation for Bank Mandiri to plan, execute, track, and analyze marketing programs to deliver to customers through digital platforms. Through the campaign management project, Bank Mandiri has generated over 105% of its sales targets and increased customer retention by almost 50%.

Established in 1945, the Mahindra Group is one of India's largest conglomerates, diversified throughout 22 key industries with over 150 subsidiaries in the manufacturing, information technology, financial services, aerospace and defense, infrastructure, and real estate industries, among others. Because of product-based implementation with customization, various stages in business processes need human intervention, causing accuracy issues and overall delays and thus leading to inefficiency and higher costs. With over 150 subsidiaries in the Mahindra Group, a single, future-ready platform is at its DX core to deliver business value by leveraging the latest technological innovations. With "value realization through automation" as its mantra, its vehicle manufacturing subsidiary, Mahindra & Mahindra Limited, has developed its mRAW platform to automate manual, repetitive, stable, and high-volume processes. Through this, the company saved 200 man-days, improved process discipline, and eliminated risks associated with data entries. With stakeholders in human resources (HR), finance and accounting (F&A), and operations and supply chain using this platform, Mahindra & Mahindra Limited has driven enterprisewide process simplification, increased business value realization, and innovated new products using various technologies, such as real-time analytics, mobility, and machine learning (ML).

OpenRice is the most popular and award-winning dining guide in Hong Kong, providing comprehensive dining information, value-added services, user-written restaurant reviews, and ratings in one place, enabling food lovers to find the right dining experience. Shifting from a dining guide to a foodtech ecosystem at the beginning of 2017, OpenRice began by redeveloping its table booking system into a native app and website, connecting consumers, restaurants, and partners in the food and beverage (F&B) and non-F&B sectors. Led by CEO Joe Yau, this new initiative includes the transformation of a table booking system into a one-stop merchant platform called OpenRice Biz to support restaurants’ dining business journey and the availability of market insights solutions for merchants, as well as agile and digital business operations. Enabling technologies, particularly big data and analytics and artificial intelligence (AI), are adopted to empower the initiative. The OpenRice foodtech ecosystem strives to redefine users’ total dining experience and service merchants in marketing and sales, data analytics, as well as business operations, and solutions, bringing both tangible and intangible benefits to stakeholders in the ecosystem. A 24 x 7 online table booking is one of the most used services on OpenRice Biz. As of February 2020, over 1.8 million unique users have booked through OpenRice, with more than an average of 7,000 daily bookings.

Yum China Holdings (Yum China) is China’s leading restaurant company, operating 9,954 restaurants in over 1,400 cities located in every province and autonomous region in Mainland China. Yum China has been recognized for its pursuit of digital innovation and relentless efforts in improving consumer experience through technology. To this end, it has established an in-house-designed artificial intelligence (AI) middle-office system that empowers its full line of business. The AI middle office enhances online membership engagement and provides excellent customer experience through informed decisions for store operations improvement to boost overall sustainable growth. Efforts have also been made to drive seamless integration between big data and AI to increase sales and operational efficiency. On the sales side, Yum China has rolled out AI-enabled menus and recommendations for all mobile preorders, providing personalized customer interactions, and trade-up opportunities. For in-store operations, Yum China has been able to continuously improve abilities in sales forecasting, natural language processing, and operation research to empower store operations and promptly reallocate resources to growth areas. With data and AI combined, Yum China has built a powerful digital ecosystem for the entire value chain, persistently and aggressively making technological enhancements and elevating standards that ultimately benefit Yum crew and customers.

One of India’s leading engineering conglomerates, Escorts Ltd, continually builds its brand to differentiate its offerings in the market. Because farmers' fields and locations are often situated in distant places, it established Care 24x7, a device that contains a SIM card, microphone, speaker, and storage, which connects users directly with their company call centers. Installed in every tractor, the care button acts a communication platform between customers and dealers 24x7. By pressing it for 10 seconds, a problem ticket is generated automatically and matches it with a support executive to address the issue. If it’s not resolved, the customer will be led to the nearest dealership and a mechanic will provide doorstep service. Aside from answering machine-related enquiries, the Care 24x7 center also relays pertinent and tailor-fit information to farmers such as weather updates, crop prices and practices, government schemes, and pest management. Care 24x7 drove efficiency as noted by the 100% major ticket allocation rate and 100% resolution rate within 7 days. In terms of customer satisfaction, more than 98% of its survey respondents reported that they are satisfied with this feature.

Self Inspection Video Feature for Expired Motor Insurance Renewals is an industry first initiative to solve the problem of renewals of expired motor insurance. Launched by Policybazaar.com, it’s a self-controlled convenient process that allows the consumer to save time and cost. Customers who desire to renew their motor insurance policy are not required to undergo physical car inspection anymore, instead customers can take a 360-degree video of the car in the prescribed manner and share it with the insurers along with the requisite document.

‘H A R O’, which represents Helpful | Attentive | Responsive | Omni, is the first-of-a-kind AI virtual assistant launch to the retail banking market in Hong Kong with natural language processing (NLP) capability to address customers’ enquiries for selected banking services 24/7. It currently supports 92 contextual conversation services in 8 major banking services namely Personal Loan, Credit Card, Travel Insurance, Medical Insurance, Mortgage, Personal e-Banking, General Banking and Life Insurance Post-Sales services. In addition, ‘H A R O’ can handle small-talk & out-of-scope questions, proactively engage with customers to provide recommendation, as well as integrate with the bank’s in-house system to provide instant personalized responses.

McDonald’s Hong Kong is committed to offering customers a better dining experience with its brand-new service concept “Experience of the Future”. “Experience of the Future” comprises four major pillars: the next generation of restaurant experience, the next generation of convenience, the next generation of service and the next generation of burger experience. Technology plays a very crucial part in articulating and enabling the holistic effect on “Experience of the Future”. In terms of customer touch points, the Engagement Kiosks, McDonald’s App, Digital Menu Board, as well as the MyVoice App, all join to provide a hassle-free dining experience, while seamlessly working today to offer personalized experience to the customers. At the back end, the adoption of the Cloud technology for Data Warehouse, Social CRM and Data Analytics (including Big Data) from every customer touch point provides an engine for personalization to every customer. With data analytics, omni-experience, digital transformation of the internal work process, as well as tech-savvy customer-engagement platforms, McDonald’s has made the experience more fun, convenient and enjoyable for customers. The overall customer satisfaction score has doubled since the launch of “Experience of the Future” in Hong Kong, while sales also achieved significant uplifts.

The First Affiliated Hospital of University of Science and Technology China (USTC) has utilized AI technology in patient care through the optimization of patient medical procedures, and continuously empowering hospitals in the fields of intelligent speech, medical imaging, and auxiliary diagnosis and treatment. The hospital's medical AI platform is comprised of several core applications: a guided medical robot performs over daily interactions with patients with an accuracy of over 90%, greatly reducing the workload and staff requirements, while a mobile doctor workstation has over 80% active users and a cumulative usage of 6.8 million. The oral voice electronic medical record system has been deployed in the whole hospital with over thousands of new records entered monthly, marking a vast improvement in medical record entry efficiency. The ultrasonic intelligent voice assistant system has completed thousands of voice ultrasound reports, while millions of CT image–assisted diagnoses have been performed to reduce misdiagnosis and missed diagnosis because of human error.

CIMB Thai's XLR8 Digital Transformation project provides customers a tool to digitally interact with the bank. CIMB Thai customers may apply for loans and debit cards through CIMB Thai's Digital Sales Enablement (DSE) system, which is available on multiple devices such desktops, smartphones, and tablets, as well as CIMB kiosks. With the Digital Sales Enablement system, customers may apply for their loans and debit cards at one channel and fulfill it from another. Each application is submitted to the bank's underwriter team; after customer information and documents are verified, customers can get approval in just 15 minutes with loans disbursed into their accounts instantly, drastically improving the traditional process of 3 to 7 days.

Taishin Bank's CARDaily is created especially for its credit card holders, offering six key features including statement checking, mobile payments, promo and campaign registration, cash rebates and bonus points, instant payment notifications, and free parking. CARDaily is equipped with biometrics technology, allowing users to log on the app with facial and fingerprint recognition. Members can make online payments for credit cards, utilities, telecommunications, and insurance through CARDaily. It also provides a single channel for participating merchants to inform customers on rewards and uses analytics to track customer behavior for targeted campaigns within the app. Credit card holders may also use CARDaily in place of a physical card during in-person transactions. CARDaily garnered 100,000 downloads within three weeks of its launch, and 575,000 downloads as of June 2018.

With the One Financial Service Platform, Hua Nan Financial Holdings Co., Ltd. (HNFHC) leverages data gathered on customers' preferred financial services and browsing behavior on digital channels across subsidiaries including Hua Nan Commercial Bank Ltd. (HNCB), Hua Nan Securities Co., Ltd. (HNS), South China Insurance Co., Ltd. (SCI), and Hua Nan Investment Trust Corporation (HNITC). The platform also integrates customer preferences for transaction channels and contact and response history of marketing campaigns, as well as makes use of customer tagging to analyze and present the whole persona of a customer. With a single customer view, the platform can automatically recommend the best and seamless financial service chain through marketing channels across each subsidiary of HNFHC. HNFC also gathers customer responses to marketing campaigns, further improving its recommendation engine and effectively increasing lead generation.

Cathay United Bank has reaffirmed the customer as the center of its business in its digital transformation journey. Through transformation of culture, services, and processes, Cathay United Bank aims to break silos within the business to foster collaboration for the creation of customer-centric products and services. For its culture transformation, the bank promotes diversity by recruiting digital-savvy employees from different industries to establish a Center of Excellence and User Experience team to work with the Digital Banking business unit, which has grown three times in size within two years. Cathay United Bank has improved the digital experience of customers through the following: a brand-new version of its mobile app and website to simplify and enhance customer experience, fully automated prescreening for credit card applications, integration with LINE Business Connect to provide core financial services such as credit card application inquiry and fees payment, and more. The bank has also increased traffic to both desktop and mobile website, which is embedded with an AI-powered recommendation platform for financial services and specialized programs using data from its customer relationship management (CRM) and Sitecore Content Management System (CMS). The bank has also utilized robotic process automation to identify business processes that can be standardized. With transformation from both bottom-up and top-down approaches, the project has reaped huge benefits for the organization.

SP Group serves close to 1.4 million customers in Singapore, reads about 3.8 million electricity, gas and water meters bi-monthly and processes about $6 billion in utility payments annually. In the face of technological disruption, the mobile app, SP Utilities is centered on customers’ growing needs and changing lifestyle. Customers can make transactions on the go, get timely reminders on bill payments, track their utilities consumption and check history of their previous usage as well as that of their neighbors. It also has a “live” chat function for customers to have their queries addressed promptly.

To assist members who need immediate consultation but must go through long queues and slow turn-around times to acquire a Letter of Authorization (LOA) forms required in medical services ailment, Philhealth Care, Inc. (PhilCare) has developed HeyPhil, a mobile application utilizing Artificial Intelligence technology. A first in the local HMO industry, PhilCare has incorporated Artificial Intelligence with the function of a virtual agent to help obtain information using natural language processing. Through the HeyPhil App, members can generate the LOA at their own convenience and avail of medical services directly without queuing at a hospital or clinic concierge.  From the usual average handling time of 6 minutes at a medical partner or via the contact center and 30 minutes queuing at a hospital concierge, members can now get their own forms in less than two minutes. HeyPhil also provides the nearest physician, hospital, or clinic based on patient symptoms and location. Aside from LOA generation for consultations and laboratory procedures, members may also validate their eligibility and standard medical benefits. Finally, the app features a PhilCare Digi-Card, BMI and calorie calculators, and medical health bulletins and offers digital consultation with an online doctor.

Hong Leong Bank (HLB) omni-experience projects cut across the bank's operations, improving frontline productivity, optimizing cost-to-income ratio, and increasing customer satisfaction (CSAT) scores. Among its initiatives include an AI chat advisor on its website and internet banking platforms which answers general inquiries on HLB products and services to reduce customer contact with call center agents, a robotic concierge designed and built to interact, identify, and match customer requests to HLB products, a real-time feedback system with social media sentiment monitoring, and omni-channel analytics dashboards. Hong Leong Bank's Predictive Customer Intent System has further improved CSAT scores, as it makes use of machine learning to predict a customer's call intention based on recent banking and interaction activities with the bank. It also provides a 360-degree view of customers, displaying contact history, product holdings, recent transactions, and eligible cross or upsell offers. With its omni-channel integration in place, Hong Leong Bank has met and exceeded its internal CSAT targets.

Amanda’s Global Investment Tour is a project of Shinhan Investment Corporation’s digital global investment platform. It is a stock trading system that targets customers who are not familiar with foreign investments. By creating a user-friendly interface similar to Instagram, Shinhan Investment has simplified the global investment process. The platform makes use of a persona named Amanda, who educates customers on foreign investments, and comes with an easy-to-use order function for customers. Users can also check foreign stock prices in their local currency and immediately begin investing without the inconvenience of individual currency exchange. By integrating the new global investment service with a social networking site interface, Shinhan Investment Corporation has seen a significant increase in new monthly active U.S. bank accounts.

Offering a paperless, branchless, and signatureless banking to the market, digibank by DBS has successfully enabled a new way of banking, innovating customer engagement in the market with the use of biometric technology and artificial intelligence.

HDFC Bank's Digital Innovations unit has created an omni-experience initiative with three services: Missed Call Commerce, HDFC Bank OnChat, and HDFC Bank LITE App. It leverages traditional and digital forms of communication to drive an enhanced banking experience, while simultaneously enabling ‘non-digital’ consumers to transact and interact with the bank via mobile phones. Missed Call Commerce allows users to recharge their mobile phones by giving a missed call to a number after a one-time SMS registration process. OnChat provides social commerce services on and runs on natural language processing; customers can recharge prepaid phones or pay utility bills by just providing mobile number and customer account number, or book a cab from Ola and Uber after a one-time link to their accounts. The HDFC Bank LITE App does not require an internet connection to be used as communication takes place over SMS or the Missed Call Banking Platform, providing access to customers in remote areas. To date, services like Missed Call Recharge and LITE App have empowered financially-excluded segments who do not have access to the internet and Mobile Banking services, with more than 55% (around 227,000) of recharge transactions initiated from rural and semi-urban areas.

PARKnSHOP ecommerce app is more than a shopping cart, it turns the user experience into a digital retail destination with diversified offerings and convenience. The app incorporates a loyalty program to cater the needs of mobile-savvy generations, in-store shoppers, young families and modern housewives. It is a great tool for them to buy and check out latest deals anywhere anytime without worrying about store location being too far or not having enough time to compare prices.

Beingmate’s Integrated All-in-One Digital Platform has built a global, stable, high-performing, and flexible digital supply chain. The platform is resilient, fast-reacting, and highly collaborative, providing marketing and customer services. The platform supports any organization’s digital operations, completing a product-centric to customer-centric transformation while achieving zero distance contact with customers. Utilizing IoT technologies, the platform has replaced manual input with barcode scanning, avoiding human errors and improving data quality as well as data asset utilization, greatly improving enterprise management. This platform covers both front-end (including flexible sales and services), and back-end operations, which enables a stable, highly efficient, and flexible supply chain. The result is an increase in customer loyalty and satisfaction.

AIA Co. Ltd. embarked on their digital journey since 2013 and has been aiming to better serve customers through the faster service delivery with high quality standard. By choosing the right architecture and the right positioning strategies, the two state-of-the-art applications, namely AIA iService and AIA iCare, have been successfully launched. These applications enhanced customer experiences by providing the self-service and after-sale support through the efficient 24/7 multi-channels for both customers and agents. This has proven AIA's commitment in its business transformation to provide a better experience for its valued stakeholders.

E.SUN’s cross-border platform enables Chinese visitors to use electronic payment services when shopping in stores in Taiwan, encouraging them to continue visiting Taiwanese merchants’ websites and pay with Alipay or Tenpay after returning to China. This helps Taiwanese merchants cultivate an offline-to-online (O2O) cross-border buying pattern. E.SUN Bank is the first bank in Taiwan to be approved for cross-border O2O services, and is the first financial institution to team up with Alipay in cross-border payment services in offline stores. The cross border platform has revolutionized Taiwan’s cash-based market by encouraging consumers and merchants to adopt electronic payments and provides system integration that enables Taiwanese merchants to support Alipay used by Chinese visitors as well as domestic e-wallets to expand the range of services.

Alliance Cash2Home is a first-in-Malaysia mobile foreign remittance solution that offers paperless account opening and remittance services via mobile application. This digital innovation was created to promote financial inclusion in the underserved blue collar foreign worker segment. Cash2Home is part of Alliance Bank’s Transformation Story, focusing on scaling up economically, reducing complexity, and future-proofing the bank. The initiative created a new banking paradigm by turning mobile phones into a banking relationship starter to financially empower an underserved market. The platform addresses most banking needs, as it is always turned on and available, with al other channels now alternate. The mobile channel balances innovation and risk mitigation as it supports KYC requirements. It also increases daily transaction limits to enable large monetary amounts in remittances via the mobile channel, where traditionally these banking requirements can only be supported by a branch.

Lotte Department Store offers its customers a smart shopping experience through the innovative Smart Shopper platform, which includes features such as Smart Scanner, Smart Locker, and Smart Kiosk. Smart Shopper enables customers to experience the benefits of in-store shopping, where they can explore and buy items directly, but in a more convenient environment with self-checkout, home delivery, cashless transactions, and cart-less shopping. This enhanced customer experience has been recognized by local and international media, positively affecting the Lotte Department Store brand.

Bank Commonwealth is transforming the way digital advisory is executed in the Indonesian banking industry, from the current Wealth Management services that rely primarily on human interaction to a digital version of wealth advisory leveraging technology. Bank Commonwealth utilizes the digital platform to extend the reach of advisory services, from one-to-one to one-to-many, with real-time and interactive updates, as well as with the implementation, “Robo Advisory,” an internal quantitative and data analysis project to identify customers and provide them advisory services about their portfolios.