Indo Roundtable_Feb 2025

Transform Onboarding with Data, Agility, Real-Time Decisioning and Seamless Integration Driving Seamless Customer Acquisition 20th February 2025

© 2025 Provenir

03 At tract 01

© 2025 Provenir | Confidential

02 Engage

???

03 At tract 01

© 2025 Provenir | Confidential

02 Engage

03 At tract 01

© 2025 Provenir | Confidential

02 Engage

3 stages of CX maturity.

Passive

Measurement

Need based / ad hoc Not Part of Overall Strategy

Manual Analysis

Analysis

Action Taking © 2025 Provenir | Confidential

Aggregate Level Open loop with customer.

Reactive

Predictive

Journey Level Integrated feedback measurement

360 – degree feedback from all sources & employee inputs

Automated analysis and dashboarding for feedback data

Close the loop with dissatisfied customer

AI based text analysis Predictive churn analysis CX ROI

Proactive closure of customer loop with potential lapsers

5

3 stages of CX maturity.

Measurement

Passive

Reactive

Predictive

Need based / ad hoc Not Part of Overall Strategy

Journey Level Integrated feedback measurement

360 – degree feedback from all sources & employee inputs

Manual Analysis

Analysis

Action Taking

Automated analysis

and dashboarding for feedback data

Aggregate Level Open loop with customer.

© 2025 Provenir | Confidential

Close the loop with dissatisfied customer

Reliance on rudimentary manual processes, often struggling to extract meaningful insights.

Moreover, action- taking occurred at an aggregate level, with minimal emphasis on closing the loop with dissatisfied customers.

AI based text analysis Predictive churn analysis CX ROI

Proactive closure of customer loop with potential lapsers

6

3 stages of CX maturity.

Measurement

Passive

Reactive

Predictive

Need based / ad hoc Not Part of Overall Strategy

Journey Level Integrated feedback measurement

360 – degree feedback from all sources & employee inputs

Manual Analysis

Analysis

Action Taking

Automated analysis

and dashboarding for feedback data

Aggregate Level Open loop with customer.

© 2025 Provenir | Confidential

Close the loop with dissatisfied customer

AI based text analysis Predictive churn analysis CX ROI

The analysis became more sophisticated, leveraging automation and dashboarding tools for deeper insights. Moreover, action-taking improved as organizations prioritized closing the loop with dissatisfied customers.

Proactive closure of customer loop with potential lapsers

7

3 stages of CX maturity.

Measurement

Passive

Reactive

Predictive

Need based / ad hoc Not Part of Overall Strategy

Journey Level Integrated feedback measurement

360 – degree feedback from all sources & employee inputs

Manual Analysis

Analysis

Action Taking

Automated analysis

and dashboarding for feedback data

Aggregate Level Open loop with customer.

© 2025 Provenir | Confidential

Close the loop with dissatisfied customer

AI based text analysis Predictive churn analysis CX ROI

Proactive closure of customer loop with potential lapsers

Analysis transforms, harnessing AI-based Text Analysis and Predictive Churn Analysis to glean actionable insights.

Furthermore, action-taking reaches new heights as organizations proactively close the loop with potential lapsers, preventing issues before they escalate.

8

CX Capability: Indonesia vs World 1

Lack of resources leading to underutilization of capabilities ❑ 38% of organizations treat NPS/CSAT as

Passive

Philippines

Vietnam

Reactive

Thailand

Malaysia

Indonesia

KPIs but take no action ❑ About 90% of organizations don’t have a Csuite leader of CX and 40% of organizations don’t even have a dedicated CX team.

Proactive

United States of America

capabilities are another key 2 Tech roadblock

United Kingdom

Dubai

Singapore

Australia

Key insights

❑ 63% of businesses don’t have integration across tools and platforms and 55% lack a consolidated view of customer data. ❑ 69% of businesses lack an AI-based system ❑ 43% lack an advanced CX system..

No support from other departments

3 missing ROI ❑

Reference : Survey Sensum 2024 https://www.surveysensum.com/blog/cx-indonesia-2024 © 2025 Provenir | Confidential

❑ ❑ ❑

73% – Do not have data to calculate ROI 61% – Do not have time to calculate ROI 54% – Lack skill sets to calculate ROI 41% – No leadership guidance

Agenda

AI - Driven Onboarding

Future Trends

❑

Overview of Onboarding

❑ What the Future Holds for

❑

AI Driven Onboarding – Addressing Data and Integrations

❑

Observable Challenges

© 2025 Provenir | Confidential

in 2025

Automated technologies used in digital onboarding Risk Rating

Data Collection ❑

❑

Create digital checklist for every new customer Automate review and confirm receipts of incoming documents

❑ ❑

Due Diligence & Screening ❑

❑

© 2025 Provenir | Confidential

Logging into government databases and third party intel for scraping Software bots transfer files between systems and data

Automated systems assign risk ratings autonomously Test KYC results against risk appetite and deny applications

Onboarding Decision ❑

❑

Engage software while maintaining regulatory compliance Filing away contents of application into digital storage

Current trends in digital customer onboarding

© 2025 Provenir | Confidential

01

AI integration

Simplification of complex procedures through integration of AI powered tools

02

Frictionless onboarding

Safeguard client data through use of biometrics system and RPA

03

Omnichannel onboarding

Offer onboarding experience across various online platforms such as

04

Advisory services

Collect and assess customer data through use of CRM technology enhancing client relationships

05

Hyper personalization services

Provide personalized services to customers for improving engagement rates through

AI driven digital customer onboarding process flow 2. Decision making Automate policies and audit data against system

3. Online submission Submit ID verification online and connect with counter services

Data collection and extraction from apps

Incorporate legacy systems with core processes

Digitizes decision making using policies

Manage data on digital database

Develop end to end digital workflows

Digitize manual tasks using RPA

Enhance process mining

Digitize using low code tools

Automation operational processes using AI

Design strong API architecture

Monitor and enhance processes

Reduce downtime and improve flexibility

6. Governance Digitize regulatory compliance evaluation process

© 2025 Provenir | Confidential

5. Progress tracking Enhance process agility and improve processing time

4. Digital routing Merge human & system data processing, Fraud detection and mitigation

Actionable insights

Automation

1. Initial submission Attach and submit documents gathered from multiple sources

Challenges faced in client onboarding process

Incomplete customer data

Lack of automation

❑ Difficulty in

gathering customer information due to length paperwork ❑ Disorganized data resulting in poor service delivery

Data duplication

❑ Operational

Lack of structured data ❑ Too many customer

touchpoints within onboarding process ❑ Data silos and ineffective processes due to insufficient data sharing

complexities due to multiple manual intervention ❑ Duplication of work and and high chances of human error

❑ Due to data

Ineffective data processing ❑ Use of outdated legacy systems ❑ Ineffective back

office operations

gathered from various formats such as structured /unstructured ❑ Inaccurate data insights and data silos

Time consuming ❑ Due to complex procedures including ➢ KYC Credit ➢ checks/legal

documentation

❑ In availability of

lending channels

© 2025 Provenir | Confidential

2 0

Major Trends

The Emergence of Agentic AI

The Arrival of Industry IPaaS (Integration Platform as a Service)

© 2025 Provenir | Confidential

1

The Rise of AI-Driven Recommendation Engines

3

The Global Expansion of Open Finance

5

The Expanded Differentiation of Servicing Models

2

4

AI - Driven Onboarding

Future Trends

✓ AI & Automation Will Define the Next Era ✓ Data Will Drive Smarter, Risk-Based Onboarding ✓ Personalization Will Be the Game-Changer ✓ Omnichannel Consistency Will Be Non-Negotiable © 2025 Provenir

Thank you

© 2025 Provenir | Confidential