FICO Survey: Only 1 in 10 APAC Bank Leaders Say Their Bank Is Highly Advanced in Hyper-Personalization

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[{"type":"text","content":"Poll reveals banks struggling to achieve ‘segment of one’ customer experiences","length":78,"tagName":"p","attribs":{}},{"type":"text","content":"KUALA LUMPUR, Malaysia, September 22, 2025--(BUSINESS WIRE)--(NYSE: FICO)","length":73,"tagName":"p"},{"type":"text","content":"Highlights","length":10,"tagName":"p"},{"type":"list","items":[{"val":[{"type":"text","content":"Only 11% of executives say their bank is highly advanced in hyper-personalization","length":81,"tagName":"p","attribs":{}}]},{"val":[{"type":"text","content":"72% admit their customer communication channels are siloed or only partly integrated","length":84,"tagName":"p","attribs":{}}]},{"val":[{"type":"text","content":"50% say no more than half of their customer-facing decisions are automated","length":74,"tagName":"p","attribs":{}}]}],"tagName":"ul","bulletedList":true,"length":239,"olType":false},{"type":"text","content":"An industry poll conducted by global analytics software leader FICO has revealed the challenges banks in Asia Pacific face in delivering real-time, tailored customer experiences. Nearly nine in ten banks (88%) said they are already using predictive analytics to anticipate customer needs to some degree but only a tiny fraction (11%) described their hyper-personalization strategies as highly advanced.","length":402,"tagName":"p"},{"type":"text","content":""Consumers now expect the same level of personalization from their banks as they do from Netflix and Amazon," said Dattu Kompella, managing director in Asia Pacific for FICO. "With most banks still struggling to meet these expectations, those that succeed will gain a decisive edge in a market where customer experience is the ultimate differentiator."","length":372,"tagName":"p"},{"type":"text","content":"Fragmented Journeys and Limited Automation","length":42,"tagName":"p"},{"type":"text","content":"The poll highlights key barriers to achieving "segment of one" customer experiences. Almost three-quarters (72%) of respondents acknowledged their banks’ communication channels remain siloed or only partially integrated, preventing seamless customer engagement.","length":271,"tagName":"p"},{"type":"text","content":"Meanwhile, automation adoption remains uneven. Half of the executives said their organizations had automated no more than half of their customer-facing decisio...

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