Capgemini-调整技术：书写未来 TechnoVision 2023 - RIGHT THE TECHNOLOGY WRITE THE FUTURE 2023

FINANCIALSERVICES

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OFCONTENTS

Foreword

Introduction

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OverviewofTechnoVision2023:

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FinancialServices

YouExperience

WeCollaborate

ThrivingonData

ProcessontheFly

ApplicationsUnleashed

InvisibleInfostructure

BalancebyDesign

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Process

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Thriving

onData

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ApplicationUnleashed

YouExperience

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ontheFly

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InvisibleInfostructure

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BalancebyDesign

Foreword

ANIRBANBOSE

CEO,FinancialServicesSBU,Capgemini

Duringthepastseveralyears,theworldhasadaptedtounprecedentedchangesinthebusinessandtechnologyenvironment.Asorganizationsacrosstheglobeweretestedfortheirresilienceandagility,itissafetosaywehaveemergedwithsomesenseofstability.However,keyissueslikesustainabilityarenowattheforefront,asweseeourclientsandinturn,theircustomersgrowmoreconsciousoftheimpactthattheirdecisionsandactionshaveontheirsurroundings.Theimportanceofatechnology-drivenenterprisestrategythatdrivesprofitabilityfortheenterprise,itsemployees,customers,andsocietyisveryrelevanttoday–especiallysointhefinancialservicesindustry.

WearedelightedtopresentTechnoVision2023:FinancialServices.TechnoVisionprovidesaholisticandtime-testedframeworkforbusinessandtechnologystakeholderstoexplorehowtechnologycanbeleveragedforatransformativeandpositiveimpactontheirfortunes.Anindustry-specificview,suchasthisone,givesourreadersdeeperinsightintothetechnologiesthatmatterfortheirbusinesses.Throughindustryfocus,innovation,ecosystem,agility,andsustainability,wecanprepareourselvestoturnuncertaintyintobreakthroughopportunities.

Thisreportbringstogethertheexpertiseofarchitectsandtechnologyanddomainspecialistsacrossfinancialservices,combinedwithourexperienceinworkingwithtechnologyandorganizationsinthisindustry.Whilebringing

forwardthebestaspectsfromlastyear’sreport,wealsointroducetoyousomenewtrendsthatfinancialservicesfirmscanrefertoastheylooktowritetheirfutures.Asalways,wehopethatyoufindTechnoVisionanewandusefulconversationstarterontechnologyandbusinesstransformationthathelpsyoutoacceleratevaluecreation.

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INTRODUCTION

Weprideourselvesonourflagshipframeworkandeveninits15thyearofpublication,TechnoVisioniseverfresh,relevant,contextual,andakeyguideforourclientstoinsightsoninnovationsandtrendsthatmatter.

Technologyisandwillremainanintegralandindispensablepartofthebusinessequation,implyingeverybusinessisatechnologybusiness.Andwhiletechnologychoicesareplentiful,applyingtechnologyrequireshumanandnaturalresourcesthatareincreasinglyscarce,andcertaintechnologyoptionsmayevenhaveanundesirablesocietalimpact.

Carryingforwardthistheme,weencourageourreadersandclientstobefrugalintheirusageoftechnologies,ensuringthatthey“RighttheTechnology,WritetheFuture.”Keepinginmindthattheworldweinhabitcannotprovideforusindefinitely,upcyclingandresourcefrugalityprovesaneffectivemethodbywhichstakeholderscanensurethatthetechnologiestheyusehaveapositivebusinessimpactwithminimaldetrimentaleffectsontheenvironment.

WehopethatTechnoVision2023:FinancialServiceswillactasatrustedandinsightfulguidetohelpingyoumaketherightchoicesasyoudevisetechnology-enabledenterprisestrategiesandtransformationplans.Welookforwardtoconnectingwithyouasyouaimto“GettheFutureYouWant.”

PASCALBRIER

GroupChiefInnovationOfficer

Weareproudtopresentthefiftheditionofthe

TechnoVisionFinancialServicesindustryplaybook.

OurTechnoVisionlineupcontinuestobeanorthstar

amongourclients,andthisindustryplaybookgives

financialservicesfirmsdeeperinsightsinhowto

operationalizetechnologytransformationprograms.

Thisyear’seditionbuildsonthethemeof“Rightthe

Technology,WritetheFuture,”setby“TechnoVision

2023”publishedbyCapgeminiearlierthisyear,

emphasizingthefrugaluseoftechnologiestocreate

anetpositiveimpact.

TechnoVisionhasbeenauniqueassetthatprovides

fulllineofsightforenterpriseIT–fromtechnology

trendstoindustryrelevancetoecosystem

orchestration.Webringyouanin-depthperspective

byproviding37technology-businesstrendsapplicable

totheindustryandover70industryexamplesacross

bankingandinsurancetohelpguideyouasyoubuild

yourstrategyforthefuture.Wealsosupplement

thisinformationwithaviewofthetechnology

ecosystemandinsightsintothewidegamutof

solutionswecanprovideasyouaccelerateyour

technologytransformation.

TechnoVision2023:FinancialServicesprovidesan

actionableframeworkthatcanbeappliedinday-

to-dayenterpriseITbybothbusinessleadersand

technologypractitioners.Itisaproventool,notonly

forassessingupcomingtechnologiesbutalsofor

executingcomplextransformationprograms.

Wehopethatthisindustryplaybookhelpsyouon

yourtransformationjourney.

SUDHIRPAI

CTIO,FinancialServicesSBU

ABHAYAGUPTA

COO,FinancialServicesSBU

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OVERVIEWOFTECHNOVISION2023:FINANCIALSERVICES

ThisTechnoVisionreportcoverstechnologytrendsandtheirimpactonfinancialservicefirmsbysortingthemintosixcontainers.Thesecontainerscoverthe“what”angleofinnovation,withthemesrangingacrossuserexperienceandcollaboration,data,andprocessautomation,andapplicationsandinfrastructure.Aseventhoverarchingcontainercoversthe“how”aspectofinnovation,informingfirmsofthedesignprinciplestheywillneedtokeepinmindastheyapplytheseconcepts.

Lookingattheframeworkofthereport,youwillseeweplacehuman-centricaspectsofexperienceandcollaborationatthecenter,enabledbyfourprimarytechnologydrivers.Allofthesearesurroundedbyanoverarchingdesign-principalcontainertocompletethetransitionfromaspirationstoactions.

Thisyear’sreportcontinuestocontaintechnologytrendsforeachcontainerandinstancesofhowthesehavemanifestedintheindustry,followedbyecosystemimplicationsandactivity.Asthisyear’sthemeis“RighttheTechnology,WritetheFuture,”wehaveincludednewsub-containerstofitthethemeofsustainabilityandresourcefrugality,whileupcyclingmostofthesub-containersfromthepreviousedition.WeconcludeourdiscussionofeachcontainerwithasectiononhowCapgeminicanhelpyouplanandexecuteyourenterprisetransformation,whileensuringresponsibleandadequateuseoftechnologiestoensureapositiveimpactonoursociety.

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EXPERIENCE

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FINANCIALSERVICES

IMPLICATIONS

Thefinancialservicesindustryhasevolvedfromatransactionbusinesstoatrueexperiencebusiness,coupledwithnewtechnologiesandevolvingbusinessmodelsthathavegivenafreshimpetustoacceleratethisevolution.Despiteuncertainmarketconditions,investmentscontinuetoshifttowardsenhancedexperiencesforbothcustomersandemployees,withnewinteractionchannelsbetweenhumansandapplicationsthatbehaveashumans.Asfinancialservicesbecomeincreasinglyembeddedinallwalksoflifeforacustomer,enmeshedwithmultipleproductsandservices,thisfrictionless,low-touch,andpersonallyemotiverelationshiphasbecomeparamount.

Financialservicesorganizationsaresubjecttostrictcomplianceregulationsandsecurityconcernsthatmaketheapplicationrejuvenationjourneylongandcomplex.Automatinginternalprocessesandcustomerinteractionsistheincreasinglypreferredwaytoanswerclientexpectationsquicklyandcost-effectively.Managingthedatageneratedbyever-increasinginteractionsismoreimportantthanever–especiallyforretailbanksandinsurerslookingtotransformhowtheycommunicatewiththeircustomers.Inadditiontodigitaltwinsforthingsanddevices,customersandemployeeshavetheirdigitalrepresentationsoravatars,enablinghyper-personalized“phygital”experiences.TheMetaverseisemergingasthenextfrontieroftheinternetsupportingnewformsofvalueexchangeandpaymentservices.

Differentiateddigitalexperiences,digitalassetofferings,andrewardprogramshavestartedgainingimportanceasbanksandinsurerslooktoimprovecustomerengagementandretention,tocompetewithfintechs,BigTechs,digitalexchanges,andnewself-custodydevices.Tokenizedcardnumbers,biometricsecurity,andmulti-devicesupportareimprovingcustomerexperience(CX).

Generativeartificialintelligence(AI)isnotonlyenablinguser-specificcontentandproductivityoptimizationsbutalsoaugmentingconversationalchatbotsandvoiceassistantsasemphaticpartners.GenerativeAIandAIpromptsencouragecustomerstoexpectartsyexperiencesandmoreinsightfulemotionalinteractions.Unleashthepowerofmachinelearningondatapointsgatheredthroughthisemerging“internetofbehavior,”andtheingredientsathandwillcreateatrulyfrictionless,low-touchexperience–onethatseemstosensetheintent,andtheemotions,ofthecustomerortheemployeeevenbeforetheyexpressthemselves.

Customersexpectfast,hyper-relevantserviceandreal-timeresponsestotheirneeds.Delaysinserviceandresponsemayerodelong-termconfidence.Financialinstitutions(FIs)mustacquireandintegratereal-timedatacaptureandanalysiscapabilitieswiththeirCXofferings.Personalizedcreditofferscanbeintegratedwithe-commercecompaniestakingintoconsiderationcreditriskassessmentandcustomerbehavior.Fromcashtodigitalcurrencies,frictionlessexperiencewithincreaseduseofbiometrics,andlifestyleprioritychanges,suchasafocusonsavingsandsaferinvestments,areafewexamples.

KEYTRENDS

•FinancialinstitutionscannolongerrelysolelyonautomatedresponsesandaremovingtowardofferingamixofhumanandAIinteraction,suchasthroughtrainingtheirchatbotstoassesssentimentsandenablingreal-timeinteractioncoupledwithautomated/AI-assistedcustomerjourneys.PromptengineeringisgainingtractiontocomplementthedevelopmentsingenerativeAI,asanexampleofthishuman-technologysymbiosis.

•Technologieslikepredictiveanalytics,AI,andmachinelearningenablefinancialinstitutionstodelivertargetedofferstailoredtoindividualcustomers.Theavailabilityofreal-timeusagedata(e.g.,searchhistory)foreachcustomerhelpstobuildaunifiedcustomerprofile,ensuringthatinsightsaredrivenoutofeveryinteractionandopeningnewopportunitiesforFIstomaximize

theirappeal.

•AutomationishelpingrealizenewusecasesforFIsintheformofexpeditedcustomeronboarding,self-serviceoptions,AI-enabledvirtualassistants,andmore.Thesedevelopmentsnotonlydirectlysmoothenthecustomerexperiencebutalsohelpcutdowntheback-endprocessingtime,freeingupresourcesandultimatelydeliveringabetterexperienceforcustomers.

•Asthediminishingdemandforvisitingphysicalbranchesrendersconventionallayoutsobsolete,FIsareredesigningtheirbranchestoadapttothenewrolestheyplayfortheircustomersandcatertonewexpectations.Afuture-orientedbranchmaynowincludehumanizedconsultationservices,automatedself-servicefacilities,communityspaces,andmoretodeliverthedesiredexperienceforeachcustomer.

•Financialinstitutionsarerelyingondigitaltwinstomovetowardsoperationalexcellenceandassessthe

performanceoftheirassets,therebyenhancingcustomerexperience.Thesetwinscansimulatedifferentscenarioslikebankperformanceduringpeakhoursorcustomerinteractions,helpingdevelopmorepersonalizedexperiences.Bankscanforeseeanymarketrisksthroughthesetwinsanddevelopstrategiesbeforehandtomitigatethem,whileinsurerscanincreaseclaimsaccuracybysimulatingaccidentalevents.

SurabhiGawde

ExpertinResidence

PedroLudovicoMarques

ExpertinResidence

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8TECHNOVISION2023:FINANCIALSERVICES

Experience²Me,MyselfandMyMetaverse

Creatingauserexperienceasanintegratedwhole,seamlesslycoveringtheperspectivesofcustomers,employees,andpartners,enabledbyallavailablevariantsofUXtechnology

BANKING

CreditAgricole

ViaitsCA24App,CreditAgricoleaimstodeliveranimproveddigitalexperienceforitscustomersinPoland.InadditiontofullydigitalfeatureslikeKYC,biometricauthentication,andaproductmanagementdashboard,theappalso

offerstheBenefitsClub.Thisprovidesgranularcurationofopportunitiesforeachcustomer,allowingthemtochoosefrom14,000offers,includingthosefromthebank’spartners.Theapphasregistered500,000usersasofNovember2022

INSURANCE

Allianz

AllianzworkedwithI-AMtoimprovecustomerengagementviaeasingtheaccessusershavewiththeinsuranceproductstheypurchase.Allianzfoundthattheirengagement

withcustomersneededtobeimproved,considering

theirproductsaremostlyusedinhardtimes.Toeasethecustomerexperience,theyfocusedonsimplifyingproductmanagement,increasedengagementpoints,andempoweredcustomersthroughknowledge.Thishasresultedinusersfindingiteasiertotracktheirproductswhilealsomakingcriticalactionseasiertoaccomplish.

Anewvirtualworldaugmentsreallife,havingapotentiallyprofoundimpactonthewaywelive,work,andcollaborate

BANKING

HSBC

HSBCbecameoneofthebiggestbankstopartnerwithTheSandboxastheypurchasedvirtuallandintheMetaverse.Theyaimtodevelopthisvirtualrealestatetoconnectwithsports,esports,andgamingenthusiastsacrosstheglobe.Thiswillhelpthebanktocreateinnovativebrandexperiencesinthevirtualworldforitscurrentandfuturecustomers,inpartnershipwiththeirsportspartners,andbeginabroaderadoptionofWeb3.0inthecomingyears.

INSURANCE

StateFarm

StateFarmhasdevelopedasolutiontosimplifythequotingprocessforsmallbusinessesusingtheMetaverse.StateFarmagentscaninteractwithmultiplebusinessesfromtheirdesksanduseaVRheadsetandacontrollertoinspectthelocationandquoteapolicy.Forexample,forarestaurantbusiness,theagentscanenterthekitchenintheMetaverseandassesswhatsafetyequipmentithaswithouthavingtovisitthephysicallocation.Similarly,claimhandlerscanbetrainedusingthistechnologyinanimmersiveway.

InternetofTwinsNoFriction

Digitaltwins–virtualrepresentationsofreal-worldentitiesandprocesses–deliverbettermasteryofreal-worldchallengeswithlessstrainonresourcesandenergy

BANKING

ICICIBank

ICICIBank

isoneofthefirsttolaunchadigitalversionofwalletsforIndianconsumers.WithadigitalrupeebeingtestedbytheCentralBank,ICICIhasreleasedadigitalwalletthatcanbeaccessedbyinviteonly.Withuserexperiencebeingthefocus,ICICIhasembeddedfeatureslikedigitalnotesandcoinstoincreaseeaseofuseandtoensurecustomersfindtheswitchtodigitalwalletsseamlesswiththeUIthatisavailable.

INSURANCE

SwissRe

SwissRehasdevelopedaDigitalMarketCentreinpartnershipwithMicrosofttosimulateriskinreal-worldscenarios.Currentfeaturesincludea“shipdigitaltwin,”allowingthemtosimulatepotentialmaintenanceissuesandadverseweathereffects,therebyforewarningthereal-lifecounterpartandallowingittosolveissuesatafractionofthecost.SwissReaimstobuildfromitscurrentusecases,suchassupply-chainriskmanagement,disasterresilience,andconnectedvehicles,andsolveglobalinter-connectedrisksinthefuture.

The“ExperienceEconomy”becomesreal,enablingbusinessestoprovidetrulyfrictionlessandneverseenbefore“phygital”experiences

BANKING

DBS

DBSisutilizingAItoprovidepersonalizedbankingservicestoitscustomers.Dubbed“IntelligentBankingServices,”thebankaimstoreduceasmuchhumaninterferenceincustomerprocessesaspossible.UserswillexperienceincreasinglypersonalizedinteractionswiththebankastheAIlearnsfrompreviouscustomerinteractions.AIchatbotscanalsoquickenupconversationsastheypredictuserbehaviorandidentifiescontext.CustomizedproductsarealsorecommendedastheAIlearnsfromuserinteractionwiththebank’saffiliates.Theseofferingsallowuserstomanageclaimsandcheckforloanswithoutmuchhumaninterference.

INSURANCE

LibertyGeneral

LibertyaimstominimizehumaninteractionbyintroducinganAI-poweredclaimsautomationplatformforitscustomers.Focusingonmotorandtravelclaims,AIwillbeusedforsettlementaswellascalculatingclaimsamounts.Customersupportwillalsobeavailabletocustomersyear-round.TheAItool’sintegrationwiththeLivAppalsoeasestheprocessforcustomersasalloperationalprocessescanbeaccomplishedviatheirmobiledevice,therebyreducinghumaninteraction.

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10TECHNOVISION2023:FINANCIALSERVICES

IFeelforyou

BoostingboththeindividualandcorporateEQbycreatingamoreeffective,meaningful,andsatisfyingsymbiosisbetweenpeopleandtheirtechnologyenablers

BANKING

ANZBank

TheANZPlusplatformhasbeenbuiltbasedonrigorouscustomerfeedbackbythebank’sinnovationarm,ANZx.Whilefocusingonthecustomerjourney,ANZPlushasoptedforapersonalizedchatexperiencetoofferacustomizedjourneyforeachcustomer.Theaimistoanticipatewhatthecustomerqueryisgoingtobeusingacombinationofbothsoftwareandhumantouch.BuiltwhilepartneringwithTwilio,ANZcustomershavegiventhenewplatformravereviews,astheyarepleasantlysurprisedbythewayANZseemstopredictwhattheyarelookingforintheapp.

INSURANCE

MetLife

MetLifeworkedwithCogitotodeployanemotionalAIcoachingsolutionin10ofitscallcenters.TheAIhastheabilitytoanalyzemultipleaspectsofacustomer’svoice,likethequality,tone,andpaceoftheindividual,resultingincallcenteragentshavingaccesstobetterresolutiontips.AdoptionofCogitotoolshasseenclaimantengagementsriseby15%,withnetpromoterscoresseeinganincreaseof7%aswell.MetLifehasensuredahighlevelofemotionalintelligenceindealingwithcustomersasaresult.

EcosystemChronicles

Today,ahighlypersonalizedandfrictionlessexperienceisdemandedbyusersandiscriticaltobusinesssuccess.YouExperiencemustevolvetoprovideaseamlessandsustainableend-to-enduserjourneyinreal-time.

Customerjourneyorchestrationandanalyticsareusedtofusemulti-channeluserdataandenhanceuserbehavioracrosschannelsinreal-time.With

Vlocity

,organizationscannowdeliverseamless,unifiedomnichanneldigitalexperiences.Withafocusoninsurance,

Zelros

enablesinsurerstodrivesalesthroughhyper-personalizedrecommendationsacrosschannels.Bringingemployeesintothepicture,

InsideBoard’s

digitalsuccessplatform,drivenbyapowerfulAIplatform,buildsastimulatingenvironmentforemployeestocontributetowardtheirorganization’sdigitaltransformationandsustainabilityagenda.

Clevertap

enablestargetedcross-channelmessagingandcampaignmanagementtoengageusers.

Real-timeinteractionmanagementisusedtodelivercontextuallyrelevantexperiences,value,andutilityattherightmomentintheuserlifecycle.

Behaviosec

,abehavioralbiometricsstart-upenablingcontinuousauthenticationforendusersbasedontheirinteractionsacrosschannels;and

OnHdo

,adigitalidentityandfacialbiometricsverificationplatform,arerapidlytransformingdigitalidentityand

KYC.

Personetics

enablesfinancialinstitutionstodeliverreal-timeuserengagementthroughpersonalizedinsights,recommendations,andproduct-basedadvicebyutilizingAIandtransactiondata.

Algonomy

,

NGData

and

Relay42

arereal-timeintelligentjourneyorchestrationplatformsforpersonalizinginteractionsinrealtime.

Braze

usesanAI-basedplatformtopersonalizeandoptimizecustomer

experiencesacrossmultiplechannels

anddevices.

Openandas-a-servicebusinessmodelsaretransforminghowfinancialinstitutionsareinteractingwiththeircustomersacrossplatforms.

Tink

aggregatescustomerdataacrossbanksinEuropeontoonesingleplatform,allowingbankstoattractnewcustomers,makefasterandmoreaccuratecreditdecisions,andbuildseamlesspaymentflows.

Plaid

,throughitsnetworkexchange,enablesbankcustomerstoconnecttoover5,000financialappsandservices,leadingtoabetterexperienceandreal-timeuserinsights.

Boost

offersaplatformfortechnologycompaniestoofferfullyembeddeddigitalinsuranceproductstotheircustomers.

Qover

hasaspecificsolutionthatenablesfintechsandneobankstoofferinsuranceproductstotheircustomers.

ZeroHash

isadigitalassets-as-a-servicestartupenablinganyfinancialinstitutionorfintechtointegratedigitalassetsnativelyintheirowncustomerjourneyandofferdigitalassettradingandcustodyservices.

TheMetaverseischangingthewaycompaniesinteractwithstakeholdersinasharedvirtualandhybridspace,accessibleanytime,andrepresentsaparadigmshiftinonlineinteractions.

SoulMachines

developsdigital,realisticavatarswithcomplexfacialexpressionsbyusingdatafromsensorsandprocessingitusinganeuralnetwork-basedcognitiveplatform.

Decentraland

,anNFT-basedplatform,allowsforcontentcreationontheirplotsoflandinthevirtualworld.

Yulio

providessoftwaretoconvert3DrenderingsintoimmersiveVRexperiences.

Digitaltwinsarevirtualrepresentationsofreal-worldprocessesandinterconnectsiloedsystemsforreal-timemonitoringsustainably.

Waylay

isahyper-automationplatformforIT/OTintegration,workingwithalotofedgedevicestoquicklyanalyzedataandprovideactionablerecommendations.

SpinalCom

allowsdatavirtualizationandIoTinteroperabilitytocreatedigitaltwinsandenhanceactionableexperiences.

FromAspirationtoExecutionwithCapgemini

Capgeminihelpsyouenvisionandmovetothenextlevelinuserexperience,delightingyourcustomersandemployees.

IntegratedWealthandAssetManagement

IntegratedWealthandAssetManagementunitesthedigitalwealthexperienceforbankersandtheirclients.Capgemini’sdigitalcustomerexperienceandfrog’sdesigncapabilitiesareutilizedtobuildenablersfornext-genmultichannelwealthportals,digitalaccountexperiences,andalargevarietyofcommunicationtools.

DigitalCustomerAcquisition

DigitalCustomerAcquisitionhelpsinsurerstoproviderichengagementtocustomersbyempoweringintegratedphysicalanddigitalchannels,andoptimizingdigitalsellingbyidentifyingnewinstrumentstobuildpersonalized,segment-specificpathsandenhanceallcustomertouchpoints.

ContactCenterTransformation

ContactCenterTransformationforinsurersempowershumansupportthroughouttheinsurancevaluechain,whileprovidingadigital-firstservicewithacombinationofdata-driveninsightsandpersonalizedintelligentengagement.Adigitalcustomeroperationscenterenablesanecosystemofconnecteddigitalsolutionsworkinginsynergytoenhanceoverallefficiencyanddeliversuperiorcustomerandagentexperiences.

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COLLABORATE

TECHNOVISION2023:FINANCIALSERVICES

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IMPLICATIONS

Thefinancialservicesindustryisincreasinglybecomingecosystem-orchestrated,andcollaborationisingrainedinnewbusinessmodelsbydesign,notasanafterthought.Withfinancialservicesorganizations