Experian-2019年亚太地区身份和欺诈报告（英文）-2019.5-20页.pdf

2019 Experian Identity and Fraud Report Asia-Pacific EditionPage 2|2019 Experian Identity and Fraud ReportExperian conducted research among more than 10,000 consumers and 1,000 businesses across 21 countries,globally.The findings were published in the 2019 Global Identity&Fraud Report earlier in the year.Given that the Asia-Pacific represents such a diverse set of markets,we have conducted a separate analysis and dedicated a report to the region.Asia-Pacific is a unique place in the global financial,consumer and digital technology landscape.Within this vast region,is a wide range of markets that vary in size and economic maturity.It has little in the way of legacy that holds it back from fully embracing available technologies to create more meaningful relationships between consumers and businesses online.Adoption for digital banking and commerce is highest in the world among some countries in Asia-Pacific and growing rapidly in others.Nearly 90 percent of consumers surveyed who have access to an internet-enabled device reported personal banking as one of their top online activities.This is only surpassed by online shopping for goods and services,an activity that consumers in emerging and developed countries alike rank as their number one activity online.For the most part,businesses are doing a good job of delivering their products and services via the digital channel but now is the time to look at how businesses and consumers trust the online channels and how can they create greater value.Building trust between consumers and businesses online is difficult.Unlike in-person or over the phone interactions,digital interactions lack visual and audible cues that instil trust.Customers like to be recognised and expect to be met with a personalised experience at every interaction.The top two online activities for consumers in the Asia-Pacific region are shopping followed by banking and they expect both industries to deliver relevant,convenient and safe experiences.IntroductionYet businesses struggle to deliver on those expectations because they do not recognise their customers.When the information they hold is not aptly utilised to identify the customer either to protect them or create personalised offers this can create distrust.Furthermore,distrust between consumers and businesses can lead to increased customer abandonment per transaction,or worse,a damaging brand reputation.Eighty-nine percent of consumers are aware that businesses are collecting and using their personal information and 63 percent of consumers understand the risks involved with doing businesses digitally resolved to thinking“this is the price I pay to do things digitally.”Identifying customers often relies on the personal information they have previously provided such as name,email and phone number.But businesses can put consumers at greater risk for fraud by repeatedly asking for the same information.This is because consumers tend to rotate through a small set of passwords to manage all their online accounts regardless if it is a financial or social media account.With more available data and innovative technologies,businesses can better identify their customers and more easily spot fraud.Incorporating advanced data such as device and contextual information and new technologies such as biometrics and artificial intelligence into customer authentication and fraud management strategies can help business create a positive engagement.Many countries have passed regulation and/or created independent programmes to create a“single source of truth”and provide banks and retailers with verified customer digital identities.Examples are,Malaysias MyKad,Singapores MyInfo and Thailands Digital ID,all designed to facilitate and speed up identity verification.2019 Experian Identity and Fraud Report|Page 3IntroductionProgrammes like these,help to verify customer identities and meet regulatory requirements for electronic Know Your Customer(e-KYC)processes.Customer digital identities are key in balancing security and convenience for online transactions but businesses still need to be open and transparent with customers on how they use their data to instil trust and promote acceptance for data collection.Close to 60 percent of consumers express hesitation in sharing their personal data with businesses,as unease around data privacy is widespread.In fact,81 percent of consumers feel strongly that it is important for businesses to be transparent about how their personal information is being used.Countries globally are adopting similar Open Banking regulations first started in the United Kingdom and in Asia-Pacific we see this happening in Australia and Hong Kong.Among consumers,these regulations are viewed very favourably which has led other businesses to take notice and proactively create more transparency-inspired initiatives such as communicating terms more clearly and providing the consumer with a sense of control over the use of their information.Consumers share a lot of personal information with businesses.While independent and government agencies and regulatory committees might be viewed to“normalise”the industries approach to data protection and privacy,creating trust isnt about verification and transparency alone.Page 4|2019 Experian Identity and Fraud ReportFast-growing digital adoption is changing consumer behaviour across Asia-PacificThe fast-growing adoption of smartphones and increased internet penetration has created an ecosystem that enables consumers to embrace digital technology across multiple areas of their life.One of the most embraced activities is shopping online for goods and services.Over 90 percent of surveyed consumers have made online purchases,with the most active online shoppers in Thailand(98 percent),Indonesia(98 percent)and China(96 percent).Consumers in Asia-Pacific generate some of the worlds fastest growing eCommerce revenue.McKinsey&Company(2018)projects the value of Indonesias e-commerce market alone to rise nearly eight-fold between 2017 and 2022,to an annual spend of USD65 billion1.Similarly,an area that is seeing a significant shift in consumer behaviour is banking,the second most cited online activity among our survey participants.86 percent of consumers,who have access to internet-enabled mobile or desktop devices,said they conduct personal banking online,with that number being higher in countries with a well-established digital banking environment,like Australia,Hong Kong,New Zealand and Singapore,as well as fast-growing countries like India.Despite the fast-growing adoption of digital channels,there are striking differences across the region in terms of digital readiness and capability.In emerging Asia-Pacific,government agencies and businesses are looking to improve the physical and regulatory infrastructure and availability of skilled talent and thus,tackle challenges surrounding financial inclusion,access to basic services and cyber-security.Traditional payments methods,such as cash-on-delivery,still dominate but change is underway.Spotlight 1:Businesses and government agencies in emerging Asia-Pacific economies are tackling financial inclusion:One example of a rapidly changing economy is Indonesia with 265 million,one of the most populous countries in the region.According to the World Banks Global Financial Inclusion(Findex)Database,only 49 percent of the adult population in Indonesia had access to the official financial system in 2017.Businesses and regulators are working to change this.Key enablers for increasing financial inclusion are the digital transformation of services such as banking,payments and government welfare systems as well as the potential from widespread access to mobile phones.The government has formed a National Secretariat for Financial Inclusion to drive an inclusion agenda.Part of its roadmap is to link Indonesias national biometric ID programmes to the payment system.1 Kaushik Das et al.,“The digital archipelago:How online commerce is driving Indonesias economic development.”,McKinsey&Company,August 2018.2 Kazuaki Nagata,“Japan hesitantly moves toward a cashless society”,The Japan Times,December 3,2018.For example,in Thailand and Indonesia,governments have embarked on nation-wide programmes to establish the infrastructure and ecosystem necessary to enable digital payments and facilitate online trade(Spotlight 1).Emerging economies are not the only examples where regional differences persist.As a mature economy,Japan has no shortage in advanced technology and digital infrastructure,but remains a cash-based society,dominated by traditional payment and banking channels.Automatic Teller Machines(ATMs)are wide-spread and cash continues to be regarded as a convenient and safe payment method and store of value.But change is slowly gaining momentum in Japan too,as the government seeks to double the share of digital payments from 20 percent in 2016 to 40 percent by 20272.The rapid pace of digital adoption is largely driven by the millennial population and affluent members of society.As more consumers come online and establish new habits,businesses can benefit from the cost and reach advantages that digital services offer.Unlocking the benefits of new digital lifestyles will be rewarding for businesses and consumers,but is not without challenges.Consumers have higher than ever expectations for their experiences online and demand more,better and securer services.At the same time,digitally transforming service and product offerings and with it critical infrastructure can create new types of vulnerabilities.One of the main concerns among businesses in our survey is the growing risk of online fraud.2019 Experian Identity and Fraud Report|Page 5Fraud losses are a growing concern for Asia-Pacific50 percent of businesses surveyed in Asia-Pacific have seen an increase in fraud losses over the past 12 months from account originations and account takeovers both potentially damaging to brand reputation.This is slightly lower than the global average of 55 percent.Fraud losses were particularly prominent in India at a reported 65 percent and lowest in Hong Kong at 34 percent.Despite fraud losses being among the lowest worldwide(the U.S.has the highest incidence at 80 percent),businesses across all markets in the Asia-Pacific region can agree on one thing fraud is a major concern.More than two-thirds of businesses reported an increased concern for fraud losses since last year.Figure 1:Online fraud losses have increased for 50%of surveyed businesses in Asia-Pacific in the past yearSignificantly more/Slightly moreThe same amount/I dont knowSignificantly less/Slightly lessQ:In the past 12 months,has your business experienced more,less or the same in fraud losses?0%10%20%30%40%50%60%70%80%90%100%40%20%40%8%29%63%12%40%48%24%19%57%6%44%50%43%17%40%17%18%65%23%43%34%26%30%44%4%36%60%44%6%50%AustraliaChinaHong KongIndiaIndonesiaJapanMalaysiaNew ZealandSingaporeThailandVietnamAsia-Pacific28%50%22%Asia-Pacific67%of businesses report an increased concern for fraud losses since last yearPage 6|2019 Experian Identity and Fraud ReportSpotlight 2:SingHealth,Singapores electronic medical records(EMR)system,revealed that it was subject to a cyberattack in late June 2018.It is believed that the attack resulted in the theft of personal information belonging to 1.5 million patients,including the personal particulars of Singapores prime minister.The aftermath of the attack revealed significant cyber-security shortcomings.As a result,a new set of rules for the protection of critical infrastructure systems is being implemented to minimise the risk from future attacks.The government in India is pursuing various initiatives to drive digital adoption and secure access to basic services.The introduction of safe standards is,however,a gradual process achieved over time and with the increasing sophistication of attacks,security and losses from fraud remain a concern.This was evidenced by a security risk discovered in March 2018 in Indias national identity database Aadhar,which made the identity and biometric data of more than 1.1 billion residents enrolled for the programme vulnerable to fraud through identity theft.This concern is likely fuelled by significant security incidents and breaches in recent times.While not the only examples,India and Singapore suffered from security incidents in 2018 that led to wide-spread discussions in the industry(Spotlight 2).In both countries,a particularly high share of surveyed businesses,87 percent and 80 percent,respectively,expressed heightened concern about the potentially damaging impact of fraud on their businesses.“The reputational damage from fraud can put the existence of our business in question.”-SVP Risk Management,Top 5 Retail Bank,Thailand2019 Experian Identity and Fraud Report|Page 76%19%75%6%11%83%11%15%74%14%15%71%6%17%77%5%35%60%11%12%77%4%26%70%9%24%67%11%20%69%12%31%57%Consumers want greater security without giving up on convenience71 percent of consumers say security is their number one priority during their online experience,followed by convenience and personalisation,at 20 percent and 9 percent,respectively(Figure 2).Security scores particularly high in emerging markets like China(83 percent),Indonesia and Malaysia(both at 77 percent),but also developed markets like Australia(75 percent).However,most businesses tend to focus on offering a convenient experience first.58 percent of businesses believe its better to err on the side of permission and,as a result,risk the cost of fraudulent transactions as part of doing business online to create a more convenient online experience.By comparison,54 percent use the information to create a more secure transaction.This suggests a mismatch between what is ultimately important to a customer in their online experience illustrating a tension between security and convenience.Figure 2:Security is the most important element of a consumers online experienceQ:Which of the following services is most important to you when it comes to your online experience?0%10%20%30%40%50%60%70%80%90%100%AustraliaChinaHong KongIndiaIndonesiaJapanMalaysiaNew ZealandSingaporeThailandVietnamAsia-Pacific71%20%9%Asia-PacificSecurityConveniencePersonalisationPage 8|2019 Experian Identity and Fraud ReportMany countries have passed regulation to make online activities more secure and/or launched independent programmes that create a“single source of truth”,providing banks and retailers with verified“customer digital identities”(Spotlight 3).Digital identity programmes are Spotlight 3:Government agencies and industry collaboration in Asia-Pacific are a driving force in making online activities more secure:In India,government agencies,such as the Reserve Bank of India(RBI),are approaching consumer online security in a proactive manner.RBI has been diligently putting measures in place to ensure that digital transactions in India are protected,for example,by making two-factor authentication a