Transform Onboarding with Data, Agility, Real-Time Decisioning and Seamless Integration
Driving Seamless Customer Acquisition
20th February 2025
3 stages of CX maturity.
Measurement
Passive
Reactive
Predictive
Analysis
Need based / ad hoc
Not Part of Overall Strategy
Journey Level
Integrated feedback measurement
360 – degree
feedback from all sources & employee inputs
Action Taking
Manual Analysis
Automated analysis and dashboarding for feedback data
AI based text analysis
Predictive churn analysis
CX ROI
Aggregate Level
Open loop with Close the loop with dissatisfied customer
customer.
Proactive closure of customer loop with potential lapsers
3 stages of CX maturity.
Action Taking Measurement
Analysis
Passive
Need based / ad hoc
Not Part of Overall Strategy
Manual Analysis
Reactive Predictive
Aggregate Level
Open loop with customer.
Automated analysis and dashboarding for feedback data
360 – degree feedback from all sources & employee inputs
Close the loop with dissatisfied customer
Journey Level Integrated feedback measurement customer loop with potential lapsers
AI based text analysis
Predictive churn analysis CX ROI
Proactive closure of
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.
3 stages of CX maturity.
Action Taking Measurement
Need based / ad hoc
Not Part of Overall Strategy
Manual Analysis
Automated analysis and dashboarding for feedback data
360 – degree feedback from all sources & employee inputs
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. Analysis
Aggregate Level
Open loop with customer.
Close the loop with dissatisfied customer Journey Level Integrated feedback measurement customer loop with potential lapsers
Proactive closure of
3 stages of CX maturity.
Need based / ad hoc
Not Part of Overall Strategy
Aggregate Level
Open loop with customer.
Automated analysis and dashboarding for feedback data
360 – degree feedback from all sources & employee inputs
Close the loop with dissatisfied customer
Journey Level Integrated feedback measurement customer loop with potential lapsers
AI based text analysis
Predictive churn analysis CX ROI
Proactive closure of
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.
CX Capability: Indonesia vs World
Reference : Survey Sensum 2024 https://www.surveysensum.com/blog/cx-indonesia-2024
Lack of resources leading to underutilization of capabilities
38% of organizations treat NPS/CSAT as 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.
Tech capabilities are another key roadblock
63% of businesses don’t have integration
1 2 3
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..
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
AI - Driven Onboarding Future Trends
Overview of Onboarding
AI Driven Onboarding – Addressing
Data and Integrations
Observable Challenges What the Future Holds for in 2025
Automated technologies used in digital onboarding
Data Collection
Create digital checklist for every new customer
Automate review and
confirm receipts of incoming documents
Due Diligence & Screening
Logging into government databases and third party intel for scraping Software bots transfer files between systems and data
Risk Rating
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
Simplification of complex procedures through integration of AI powered tools
Safeguard client data through use of biometrics system and RPA
Offer onboarding experience across various online platforms such as
Collect and assess customer data through use of CRM technology enhancing client relationships
Provide personalized services to customers for improving engagement rates through
AI driven digital customer onboarding process flow
1. Initial submission
Attach and submit documents gathered from multiple sources
2. Decision making Automate policies and audit data against system
3. Online submission
Submit ID verification online and connect with counter services
Data collection Incorporate legacy Digitizes
and extraction from apps
Enhance process mining systems with core processes
Digitize using low code tools decision making using policies Automation operational processes using AI
Manage data on digital database
Develop end to end digital workflows
6. Governance
Digitize regulatory compliance evaluation process
Design strong API architecture
Monitor and enhance processes
5. Progress tracking Enhance process agility and improve processing time
Digitize manual tasks using RPA
Reduce downtime and improve flexibility
4. Digital routing
Merge human & system data processing, Fraud detection and mitigation
Challenges faced in client onboarding process
Incomplete customer data
Difficulty in gathering customer information due to length paperwork
Disorganized data resulting in poor service delivery
Too many customer touchpoints within onboarding process
Data silos and ineffective processes due to insufficient data sharing
Operational complexities due to multiple manual intervention
Duplication of work and and high chances of human error
Use of outdated legacy systems
Ineffective back office operations
Due to data gathered from various formats such as structured /unstructured Inaccurate data insights and data silos
consuming
Due to complex procedures including
KYC Credit checks/legal documentation
In availability of lending channels
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
AI - Driven Onboarding Future Trends
