2019ExperianIdentityandFraudReportAsia-PacificEditionPage2|2019ExperianIdentityandFraudReportExperianconductedresearchamongmorethan10,000consumersand1,000businessesacross21countries,globally.Thefindingswerepublishedinthe2019GlobalIdentity&FraudReportearlierintheyear.GiventhattheAsia-Pacificrepresentssuchadiversesetofmarkets,wehaveconductedaseparateanalysisanddedicatedareporttotheregion.Asia-Pacificisauniqueplaceintheglobalfinancial,consumeranddigitaltechnologylandscape.Withinthisvastregion,isawiderangeofmarketsthatvaryinsizeandeconomicmaturity.Ithaslittleinthewayoflegacythatholdsitbackfromfullyembracingavailabletechnologiestocreatemoremeaningfulrelationshipsbetweenconsumersandbusinessesonline.AdoptionfordigitalbankingandcommerceishighestintheworldamongsomecountriesinAsia-Pacificandgrowingrapidlyinothers.Nearly90percentofconsumerssurveyedwhohaveaccesstoaninternet-enableddevicereportedpersonalbankingasoneoftheirtoponlineactivities.Thisisonlysurpassedbyonlineshoppingforgoodsandservices,anactivitythatconsumersinemerginganddevelopedcountriesalikerankastheirnumberoneactivityonline.Forthemostpart,businessesaredoingagoodjobofdeliveringtheirproductsandservicesviathedigitalchannelbutnowisthetimetolookathowbusinessesandconsumerstrusttheonlinechannelsandhowcantheycreategreatervalue.Buildingtrustbetweenconsumersandbusinessesonlineisdifficult.Unlikein-personoroverthephoneinteractions,digitalinteractionslackvisualandaudiblecuesthatinstiltrust.Customersliketoberecognisedandexpecttobemetwithapersonalisedexperienceateveryinteraction.ThetoptwoonlineactivitiesforconsumersintheAsia-Pacificregionareshoppingfollowedbybankingandtheyexpectbothindustriestodeliverrelevant,convenientandsafeexperiences.IntroductionYetbusinessesstruggletodeliveronthoseexpectationsbecausetheydonotrecognisetheircustomers.Whentheinformationtheyholdisnotaptlyutilisedtoidentifythecustomer–eithertoprotectthemorcreatepersonalisedoffers–thiscancreatedistrust.Furthermore,distrustbetweenconsumersandbusinessescanleadt...
