2021 Global Insights Report

Despite the Covid-19 pandemic causing a surge in online activity across Asia Pacific, this initial jump appears to have stabilised as consumers across the region in India, Japan, Singapore and Australia focus more on the overall digital experience, and practice caution around fraud and security risks.

Experian interviewed 3,000 consumers and 900 businesses across 10 countries globally including India, Japan, Singapore and Australia in the APAC region to uncover insights related to consumer and business economic outlooks, financial well-being, online behaviour and more.

Although higher than pre-pandemic levels, the levelling of online activity means businesses need to shift their focus to address these changing consumer needs and establish trust when it comes to communicating how they utilise personal information and data protection.

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Key insights

Globally, consumers report that they are online 25% more now than they were just a year ago.
Mobile wallets have become the most popular payment form in the APAC markets surveyed.
Retail apps are the second most used digital payment method across the four APAC markets.
Security is the most important factor when it comes to consumer online experience – this is especially high in Japan, Australia, and Singapore.
More than half of the APAC consumers who responded would like to be informed about how their personal data is being protected and stored.
56% of consumers in the APAC markets will share their contact information and 42% will share their personal information if they trust the business.
APAC businesses recognise the importance of the customer journey, as more turn to technology to generate positive customer outcomes and experiences.
The adoption of AI and machine learning has significantly increased on a global scale, with India currently leading with 87% of businesses implementing AI.