Capgemini-金融服务-提示金融的未来 FINANCIAL SERVICES Prompt the future of finance 2024

FINANCIALSERVICES

Promptthefutureoffinance

/PromptHowcanGenAIunlockgrowthandefficiencyinFinancialServices?

TECHNO

VISION2024/Promptthefuture

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Tableof

contents

Foreword

Introduction

OverviewofTechnovision2024:

FinancialServices

YouExperience

WeCollaborate

ThrivingonData

ProcessontheFly

ApplicationsUnleashed

InvisibleInfostructure

BalancebyDesign

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TechnoVision2024|FinancialServices3

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Foreword

ANIRBANBOSE

CEO,FinancialServicesSBU,

Capgemini

Intoday'sfast-pacedandcompetitivelandscape,

businessleadersareunderpressuretoadapttorapidtechnologicalchanges.It'simportantthatleadershipstrategiesarereassessedtoensurethattheright

balancebetweeninnovation,resilience,collaboration,andperformanceisachieved.

Amidsttheprevailinguncertainty,there'salsoanairofoptimism,evidentindiscussionswithclientsandateventslikeDavos.Theexcitementaboutthefutureoffinance,poweredbyemergingtechnologieslike

GenerativeAI,ispalpable.

Inmyview,thenumberofbusinessleaderswhoare

optimisticabouttheirorganizations'performance

in2024hasrisen.Thiswilltranslatetoincreased

investmentinmultipleareas-8outof10organizationswillincreasedigitalinvestmentsfocusedonAI,GenAI,cloud,andcybersecurity.

Overtheyears,I'velearnedtheimportanceofsifting

throughthenoiseandmakingsenseofwhatwill

trulymakeadifferencetobusiness.Untanglingtech

intricaciesandofferinginsightsforpracticalusebeyondthebuzziskey.Atatimewhentheonlyconstantis

change,filteringwhatisgenuinelyimpactfulfromwhathasbeenhypedcanbeyoursecretweaponforsuccesswithintheindustry.

TechnoVision2024:FinancialServicesprovidesareadyframeworkforenterprisestonavigatethecomplex

technologylandscapebylinkingittobusinessproblems.ThisreporthasbeencuratedbysomeofthebestmindswithinCapgeminiFinancialServices,includingindustryarchitectsandvariousdomainexpertswhobringa

360-degreeviewofhowtechnologywillimpactthe

financialservicesindustry.Takinginspirationfromthe

generativeAIwave,youwillseenewtrendscoveringtheimpactofAIonvariousaspectsofbusiness,alongside

somethathavecapturedourimaginationinrecentyearslikeWeb3,blockchain,andquantumcomputing.

Wehopethisyear’sTechnoVisionservesyouwellas

youleverageitinconversationstodrivevalueinyour

enterprisesbothnowandintheyearsahead.

Introduction

Theprofoundimpactoftechnologyonaglobalscale

isundeniable;withtheriseofGenerativeAIand

substantialadvancementsincomputingpowerand

digitalconnectivity,wehavebeenwitnessingextensivetransformationsacrossdiverseindustries.

Inthefaceoftechnologicalsurges,weapproach

disruptiveinnovationscautiouslybecausethey

challengeourrolesandbringuncertainties.While

recognizingthatresponsiblemanagementiscrucial,

technologicalinnovationaugmentshumancapabilitiesandenhancesefficiency,creativity,andproblem-solvingformoreeffectivetacklingofcomplexchallenges.

TechnoVision,Capgemini’sflagshipframework

forinnovation,willempoweryoutoembracethe

possibilitiesoftomorrow.Thisyear'stheme,Prompt

thefuture,encapsulatesourcollectiveresponsibilityasbusinessandtechnologyleaderstonotonlyanticipatechangebutalsotoactivelyshapeit.Byleveraging

thepoweroftechnology,wehaveatremendous

opportunitytoaccelerategrowththatisnotjust

propelledbyinnovation–butalsoguidedbyintention.

Weareexcitedtopresentthe6theditionofthe

TechnoVision:FinancialServicesindustryplaybook,avitalresourceforourclientsnavigatingthedynamic

technologicallandscape.Itservesasapractical

frameworkforbothbusinessleadersandtechnology

practitioners,aidinginthestreamliningofday-to-day

enterpriseIToperationsandfacilitatingtheexecutionofcomplextransformationprograms.Itoffersnotonlyanassessmentofupcomingtechnologiesbutalsoinsightsandsolutions.Asfinancialinstitutionsincreasingly

recognizethepoweroftechnologyecosystems,

evidencedbytheriseoffinancialconsortiums,cross-industryassociations,andBigTechbankpartnerships,ourreportincludesecosystemsummariesand

integratesCapgemini’ssignatureportfolioofferingstofacilitateandaccelerateenterprisetransformationjourneys.

With37cutting-edgetrends,over70industry-specificexamplesacrossbankingandinsurance,anddeep

insightsintotheconvergenceoftechnologytrendsandindustrydynamics,thiseditionwillempowerstakeholderswithactionablestrategiestonavigatecomplexitiesanddriveinnovation.

WehopethattheTechnoVision2024:FinancialServicesindustryplaybookwillserveasaninvaluableasset,

enablingyourorganizationstothriveinanever-evolvingdigitalecosystem.

RONTOLIDO

ChiefTechnology&InnovationOfficerInsights&DataCapgemini

PASCALBRIER

GroupChiefInnovation

Officer

SUDHIRPAI

CTIO,

FinancialServicesSBU

TechnoVision2024|FinancialServices5

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OverviewofTechnoVision2024:FinancialServices

TechnoVisioncategorizestechnologytrendsinto

six‘containers’,providingindividualsnapshotsof

innovationfromdifferentperspectives(orthe‘what’)–rangingfromuserexperienceandcollaboration,viadataandprocessautomation,allthewaytoinfrastructure

andapplications.Aseventhcontaineroffersaseries

ofoverarchingdesignprinciplestosuccessfullyapply

thetrendsandcreatetransformationalimpact(the

‘how’).Theseprincipleswillhelpyoutodevelopanagilemindsetpreparedforanyportfolio,program,project,architecture,innovationinitiative,oridea.

Duringthepast12months,theworldhasexperiencedtechnologyadvancementsatbreathtakingspeed:

tosingleoutone,theadventofgenerativeAIhas

capturedtheattentionoftheendcustomeraswellasofenterprises.Thisyear’sthemeof“Promptthefuture”isgearedaroundhowexecutivescanusethesetools

tovisualizewhatiscomingnext,whileensuringthat

technologyaugmentscurrentwaysofworkratherthanreplacingthem.

TechnoVision2024:FinancialServicesreportson

thelatesttechnologytrendsseeninthemarketand

contextualizesthemwithaspecificfocusonthe

financialservicesindustry.Withacomprehensiveviewoftheimpactsoftechnologyonallaspectsofbusiness,TechnoVisionisatime-testedframeworkfordriving

C-suiteconversationsandallowsexecutivestodig

deepintotheirownenterprise’smachineryanddriveinnovationandchangeforthefuture.

OurTechnoVisionframeworkprovidesawidescope

ofinsightswithineachofitssevencontainers.Each

containeropenswithadescriptionofitsimplicationsonfinancialservicesandkeytrendsprevalentinthemarket.Eachofthesetrendsarethenbackedupwithreal-

worldapplications,eachsupportedbyonebankingandoneinsuranceindustryexample.Wethencapoffeachcontainerbycallingoutmajordriversintheecosystem,aswellasacuratedsetofCapgeminiofferingsthatcandrivevalueforourclients.

TechnoVision2024|FinancialServices7

YouExperience

/PromptHowcandigitalCXincreasecustomerdelightacrossbanksandinsurers?

Financialservicesareprogressivelybecomingingrainedinvariousfacetsofacustomer'slife,intertwiningwithamyriadofproductsandservicesspanningdiverseindustries.Presently,banksarenotonlyprovidingtailoredexperiencesforaffluentsegments,buttheyarealsointegratingsustainabilityandfinancialinclusionobjectives.

Theemphasishasshiftedtowardsdistinctivedigitalexperiences,digitalassetofferings,rewards,andmaintainingrelevanceinthemarketplace.Financialinstitutionsareplacingincreasingimportanceonenhancingcustomer

engagementanddevelopingnewprivatekeymanagementdesigns.ThisstrategicapproachisaimedatfosteringcollaborationorcompetitionwithmajorplayerssuchasBigTechs,digitalexchanges,andemergingcompetitorsacrosstheentiretechnologystack.

。

Herearekeytrendstomonitor:

•Frictionlesstofrictionright:Financial

serviceprovidershavebeenprioritizingthe

balancebetweensecurity,efficiency,anduserexperience,whichisataskmadedelicatein

aneraofdigitaltransactions.Whilethereis

“goodfriction”likemulti-factorauthentication,excessiveor“badfriction”willmeanbankscanlosecustomers.Thereforemaintainingthe

rightamountoffrictionforoptimalcustomerexperienceisparamount.Embracingthis

balancenotonlyimprovestheaccuracyof

applicationsbutalsofosterstrustbetween

financialinstitutionsandcustomersbyensuringtransparentandresponsibleinteractions.

•Continuedfocusonhyper-personalization:

Newcustomersegmentswillbetargetedby

banks,insurers,andwealthmanagementfirmsbyofferingtailoredproductsandservices.

Increaseduseofartificialintelligenceanddataanalyticscanstrengthenproactiveclient-agentrelationshipsandimproveclientexperience.

•AI-poweredselfservicesupportedby

generativeAI:Chatbotsandvirtualassistants

willbreathenewlifeasGenerativeAIintegrationincreases.Therewillbeanevolutionfrom

handlingbasicqueriestoastagewherecomplexfinancialinstructionscanbecarriedoutbasedoncustomerrequests.AItrainedonvocalinputwillbeabletojudgeacustomer’stone,andhence

theirmood,tobettermoldagentresponses.

•Focusonfinancialwellness:Financial

institutionswillnotonlyfocusonmaximizing

gainsfortheircustomers.Thefocuswillalsobeonincreasingfinancialinclusionviaeducation,

budgetingtools,andproactiveguidanceondebtmanagementandsavinggoals.

•Embeddedfinance:Financialserviceswill

beavailableinotheraspectsofdailylifeand

activities,embeddedintootherappsand

services.Customerswillnowbeabletopayonthego,automateinsurancepaymentsbasedonusageofservices,andgetinvestmentadvice

basedonregularlytrackedspendingtrends.

Experience2

Imagininganddeliveringexperiencesasanintegratedwhole;seamlesslycoveringtheperspectivesofcustomers,employees,andpartners,underpinnedbythearrayofUXandinteractiontechnologies

Banking

Mastercard

MastercardisassistingMercedesBenztomaketheir

paymentprocessmoreintuitiveandprovideabest-in-classcustomerexperience.Anative,in-carpaymentsystemis

beingimplementedthatallowscustomersinGermanytostartthefuellingprocessdirectlyfromtheirvehiclesandpaydigitallybyfingerprint.ThisnewpaymentprocessisnowlivewithMastercarddebitandcreditcardsincurrentMercedes-Benzmodels.Itrepresentsaverytangible

real-worldsteptowardamoreseamlessandintegratedpaymentsecosystembringingtogetherconsumer

needs,therightdata,andpaymentcredentialstoreducepaymentfrictionwhileretainingpaymentsecurity.

Insurance

AXA

ForAXAHealth,theadoptionofSalesforcestandsatthecore,unifyingoperationaldataandpavingthewayfor

simplifiedhealthcarejourneysandpersonalizedcustomerservices,withfeatureslikelivechatsandpayment

processingimprovingoveralluserinteraction.AXAHealthisactivelyusheringindigitalbenefitsforbothcolleaguesandcustomersbyfosteringacultureofexploration

andskilldevelopment.Thisstrategicmovehasalreadyyieldedtangibleresults,enhancingefficiencyinteamsandsurpassingrecoverytargetsby50%withinoneyear.

TheyalsointroducedtheAXAHealthapp,atestamenttotheorganization'sbeliefthatincrementalimprovementscontributesignificantlytooverallwell-being.AXAHealthenforcesitsmethodicalapproachtoprogressandadaptinthefaceofevolvingbusinesslandscapes.

TechnoVision2024|FinancialServices9

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Me,MyselfandMy

Metaverse

Multiplenewvirtualworldsareaugmenting

reallife,creatingapotentiallyprofoundimpactonthewaywelive,work,interact,behave,andexpressourselves

Banking

Visa

VisaintroducedaWeb3LoyaltyEngagementSolution,aimingtoreshapecustomerengagementandloyaltywithimmersiveexperienceslikegamifiedgiveawaysandaugmentedrealitytreasurehunts.Thissolution

enablesbrandstorewardcustomersfortheiractiveengagement,notjustpurchases,creatingseamlessdigitalandreal-worldexperiences.Additionally,it

offersbrandsanenterpriseplatform,bridgingWeb2andWeb3,allowingdeliveryoftailoredoffersand

experiences.Visahasalsoforgednewpartnershipsforexpandingstablecoinsettlementcapabilities

tomerchantacquirers;seamlessdigitalcurrency

acceptanceduringWeb3andmetaverseexperiencesisfacilitated–andisfaster,moreefficient,andcheaperontheinfrastructureandsettlementlayer.

Insurance

Allianz

AllianztackledthechallengeofaslowandtediousclaimsprocessbyimplementingSightCall.This

metaverse-inspiredapproachfacilitateslivevideo

assessmentsandenablesadjusterstoremotelymanageclaims,utilizingaugmentedreality(AR)andAItoguidecustomersandcollectvitaldataviamobiledevices.

Theimpactwassignificant,withover100,000remote

videoclaimsprocessedinlessthanayear,saving6.3

millionkilometersinunnecessarytravel.Allianzachievedheightenedcustomersatisfaction,reducedresolution

time,andenhancedefficiencyincollaborationwithtechniciansandcraftsmen.

Internetof

Twins

DigitalTwins—virtualrepresentationsofreal-worldentitiesandprocesses—masterreal-

worldchallengeswithlessstrainonresourcesandenergy

Banking

Commerzbank

CommerzbankandT-Systemsarecollaboratingto

developasolutionaimedatautomatingsupply

chainsandassociatedfinanceprocessesthatutilize

acombinationoftechnologiessuchasAI,IoT,5G,

andblockchain.Themainobjectiveoftheprojectis

toautomatebillingandpaymentswithinthesupply

chain,layingthegroundworkforasupplychainfinancenetworkthatinvolvesmanufacturers,suppliers,and

logisticsfirms.IoTisusedtotrackgoodsintransit,whileblockchainsmartcontractsfacilitatevariouseventssuchasdeliverynotesandautomatedpayments.

Insurance

SwissRe

SwissRe,incollaborationwithMicrosoft,established

theDigitalMarketCenter,focusingonintegratingIoT

datafromconnectedvehicles,industrialmanufacturing,andnaturalcatastrophesintodigitaltwins.Thisinitiativeharnessesreal-timeinsightsanddatathroughoutthe

insurancelifecycle,expandingfromunderwriting

toriskmanagement.Thepartnershiputilizescloud-connectedsmartsensorsandAItoenablepredictivemaintenanceforassetslikewindturbines,enhancingperformancemonitoring.Digitaltwinsprove

instrumentalinmonitoringandproactivelymitigatingrisks,demonstratingtheirpotentialtodominatetheinsurancelandscapeby2035andrevolutionizehowinsurersassessandmanagerisks.

IFeelforYou

BoostingboththeindividualandcorporateEQ,bycreatingamoreeffective,meaningful,andsatisfyingsymbiosisbetweenpeopleandtheirtechnologyenablers

Banking

Nordea

Nordeahasadoptedachatbot-firststrategywithvirtualagentsdesignedtohandlemostcustomerqueries.Ifaquerycannotberesolvedbythevirtualagent,itisthentransitionedtoahumanagentformorepersonalized

support.Thisbalancedapproachisimprovingcustomerservicetimetoresolution,whilemaintainingtheright

balancebetweenhumansupportandchatbots.The

chatbothasprovedeffective,processingover220,000conversationspermonthacrosstheNordics,witha91%resolutionrateforprivatebankingcustomersanda95%resolutionrateforcorporatecustomers.Thevirtual

agentsarepoweredbynaturallanguageprocessing(NLP)andnaturallanguageunderstanding(NLU)

algorithms.

Insurance

Aflac

Aflacprioritizescustomerexperienceandemployee

efficiencyatitscore,aimingtorevolutionizetheformerbyleveragingAIandautomationviathePegaPlatform.Addressingthechallengesofhighcallvolumesand

disjointedprocesses,AflacdeployedPegaCustomerService,consolidatingsystemsandintroducingvirtualagentswiththemissiontoprovidepolicyholderswith"peaceofmindduringthemomentsthatmatter.”

Employeescannowdedicatemoretimetoserving

customers:withnaturallanguageprocessingand

automatedworkflows,theplatformreducedhandlingtimeforclaimformrequestsby33%,saved$4millionbyhandlingover75%ofchatswithvirtualagents,andachieved100%compliancewithvoiceauthorizations.

NoExperience

GenerativeAIandimmersivetechnologiesbringcontroller-lessinteractionsandthemerger

ofthephysicalandvirtualworld,leadingtoanatural,intuitive,andstress-freeexperienceoftechnology;likethereisnoexperienceatall

Banking

BankofAmerica

Tohelpitscustomersmakebettermoneymanagementdecisions,BankofAmericadevelopedanaward-winningvirtualassistantthatcanofferapersonalizedexperiencethroughcontrolledAI.Overfiveyearsofoperation,it

helpedover37millionclientsmanagetheirfinances,surpassing1.5billioninteractionsandreducingthe

numberoftouchpointswhileservicingcustomers

seamlessly.Itnowpossessescallroutingcapabilitiestoconnectclientstospecialists,inadditiontointuitiveself-servicecapabilitieshelpingclientswitheverydaybankingservices.

Insurance

Humana

Humana,amajorUShealthinsuranceprovider,tackledchallengeswithitslegacysystems,specificallythe

highcostandinefficiencyoftransferringcallsto

humanagents.ItpartneredwithIBMWatsonand

IBMDataandAIExpertLabs&LearningtodevelopitsProviderServicesConversationalVoiceAgent.ThisAI-poweredvoiceassistantstreamlinedpre-servicecallsfromhealthcareproviders,offeringfasterandmore

accurateresponses.Thesolutionhaseffectivelyhandledinquiriesatone-thirdofthepreviouscost,improving

responseratesandsignificantlyenhancingtheproviderexperience.ThissuccessreflectsHumana'scommitment

toleveragingAIforcontinuousimprovementincustomerservice.

TechnoVision2024|FinancialServices11

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EcosystemChronicles

Today,ahighlypersonalizedandfrictionlessexperienceisdemandedbytheusersandiscriticaltobusiness

success.YouExperiencemustevolvetoprovidea

seamlessandsustainableend-to-enduserjourneyinreal-time.

Customerjourneyorchestrationandanalyticsarefusingmulti-channeluserdataandenhancinguserbehavior

acrosschannelsinreal-time.With

Vlocity,

anindustry-

specificCRMprovidingin-buildsolutions,organizationscandeliverseamless,unifiedomnichanneldigital

experiences.Withafocusoninsurance,

Zelros

enablesinsurerstodrivesalesthroughhyper-personalized

recommendationsacrosschannels.

Clevertap

,anall-in-onecustomerengagementplatform,enablestargetedcross-channelmessagingandcampaignmanagementtoengageusers.

Real-timeinteractionmanagementdelivers

contextuallyrelevantexperiences,value,andutility

attherightmomentintheuserlifecycle.

Behaviosec,

abehavioralbiometricsstartupenablingcontinuous

authenticationforendusersbasedontheirinteractionsacrosschannels,and

Onfido

,adigitalidentityand

facialbiometricsverificationplatform,arerapidly

transformingdigitalidentityandKYC.WiththerapidadvancementinKYCsolutions,perpetualKYCofferedby

Encompass

and

Quantexa

ishelpingorganizationsstaycurrentwiththeircustomers.

Personetics

enablesfinancialinstitutionstodeliverreal-time

userengagementthroughpersonalizedinsights,

recommendations,andproduct-basedadvicebyutilizingAIandtransactiondata.

Openandas-a-servicebusinessmodelsaretransforminghowfinancialinstitutionsareinteractingwiththeir

customersacrossplatforms.

Tink

aggregatescustomerdataacrossbanksinEuropeontoonesingleplatform,

allowingbankstoattractnewcustomers,make

fasterandmoreaccuratecreditdecisions,andbuild

seamlesspaymentflows.

Plaid,

throughitsnetwork

exchange,enablesbankcustomerstoconnecttoover5,000financialappsandservicesleadingtoabetter

experienceandreal-timeuserinsights.

Qover

hasa

specificsolutionthatenablesfintechsandneobankstoofferinsuranceproductstotheircustomers.

ZeroHash

isadigital-assets-as-a-servicestartupenablinganyfinancialinstitutionorfintechtointegratedigital

assetsnativelyintheirowncustomerjourneyandofferdigitalassettradingandcustodyservices.

Themetaverseischanginghowcompaniesinteractwithstakeholdersinasharedvirtualandhybridspace,whichisaccessibleanytime.Thisrepresentsaparadigmshiftinonlineinteractions.

SoulMachines

developsdigital,

realisticavatarswithcomplexfacialexpressionsby

usingdatafromsensorsandprocessingitusinganeuralnetwork-basedcognitiveplatform.

Decentraland,

an

NFT-basedplatform,allowsforusercontentcreationondedicatedplotsoflandinthevirtualworld.

Yulio

providessoftwaretoconvert3Drenderingsinto

immersiveVRexperiences.

GenerativeAIhaschangedthelandscapeofhow

customersandenterprisesaccessinformationand

data;ithasattractedthebulkofinvestmentfunding

lastyear.LLMslike

ChatGPT

and

Gemini

democratizedaccesstodataforuserswhiledisruptingindustriesandprocessesintheirmidst.Unsurprisingly,LLMswere

alsofine-tunedforspecificusecasesandindustries,

like

KAI-GPT

forconversationalAItasksforbanking,

Zelros’s

forpersonalizedinsuranceofferingspoweredbyGenerativeAI,and

DAISTechnology’s

UnderwriteGPTforreimagininginsuranceunderwriting.Evenemployee

productivityinareaslikecustomersupportand

customersuccesshasimprovedwitheasieraccesstoinstantknowledgepoweredbythe

Subtl.ai

platform.

FromAspiration

toExecutionwith

Capgemini

Capgeminihelpsyouenvisionandmovetothenextlevelinuserexperience,delightingbothyourcustomersandemployees.

DigitalAgencyforEaseofBusiness

Thereisintensecompetitionintheinsurancespace

toattractthebestagentsandretainthem.Agent

digitalenablementandintelligenceaugmentation

throughanintuitivedigitalportalwitheasyself-servicefeaturesisacriticalcomponenttodelivertheleadingagentexperience.Also,actionableagentperformanceanalyticswillhelpbenchmarksuccessfulbehaviors

anddesigncampaigns/competitions.DigitalAgency

augmentshumansupportthroughouttheinsurance

valuechain,whileprovidingadigital-firstservicewithacombinationofdata-driveninsightsandpersonalizedintelligentengagement.

Human-to-Human(H2H)Banking

TheH2HBankingapproachoffersanewvisionofthe

relationalanddistributionmodel,bothhuman-to-

humanandhome-to-home,forcustomersandbank

employees.H2HBankingoffersbothself-service

featuresandservicesprovidedbytheadvisor,leveragingtheSalesforceFinancialServiceCloud.Thisnewbalance,centeredonfosteringhumaninteractionsduringonlinebankingprocesses,nurturesandstrengthensthe

customerrelationship.

IntegratedWealthandAssetManagement

IntegratedWealthandAssetManagementunitesthe

digitalwealthexperienceforbankersandtheirclients.Capgemini’sdigitalcustomerexperienceandfrog’s

designcapabilitiesareutilizedtobuildenablersfornext-generationmultichannelwealthportals,digitalaccountexperiences,andalargevarietyofcommunicationtools.

DigitalCustomerAcquisition

DigitalCustomerAcquisitionhelpsinsurerstoprovide

richengagementtocustomersbyempowering

integratedphysicalanddigitalchannels,andoptimizingdigitalsellingbyidentifyingnewinstrumentstobuildpersonalized,segment-specificpathsandenhanceall

customertouchpoints.

GenerativeAIandData-drivenCX

Tofullyrealizethebenefitsofcustomerdatainitiatives,organizationsmustviewtheseprogramsnotmerely

asdataconsolidationefforts,butasinitiativesthat

canpowercustomerjourneysacrosssales,service,

marketingandcommerce.Weassistclientswithan

approachthattiesbusinessoutcomessuchas–higherconversion,reducedchurn,increasebrandaffinity–todatainitiativesdeliveredthroughCXchannels.Data-

drivenCX(DDCX)offersaholisticapproach,business

usecases,anddataandAImodelstodeliverbusiness

outcomesusingcustomerdata,withinprivacyand

complianceguidelines.

TechnoVision2024|FinancialServices13

/PromptHowdowevisualizethefutureofcollaborationbetweenhumansandmachines?

Hybridwaysofworkhavebecomethenormoverthepastfewyears.Theemergenceofnewcollaborationtoolsandtechnologieshasbrokendowngeographicbarriers.Astheworldslowlybecomesdecentralized,weareseeingnewwaysofdigitalexchange.Parallely,theincreasedonlinepresencemustbebalancedbymaintainingcontroloverouridentities,ensuringthatindividualsultimatelyretaincontrol.

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Herearekeytrendstomonitor:

•Enhancedidentitymanagement:Financial

servicesproviderswillempoweruserstomanagetheirownidentitiesandaccess,including

passwordresetsandprofileupdates,aswe

movebeyondtraditionalpasswordstomoresecuremethodslikebiometrics,multi-factorauthentication(MFA),andsecuritykeys.We

willalsocontinuetoseetheexplorationof

blockchain-basedsolutionsforsecureandself-sovereignidentitymanagement.

•AI-enabledcollaboration:GenerativeAIcan

takecollaborationtoolstothenextlevel.

Teamscannowgenerateconcisesummariesofmeetings,capturingkeydecisions,actionitems,andnextsteps,eliminatingtheneedformanualnote-takingandimprovinginformationrecall.

•Tokenizationofassets:Financialassetsareincreasinglybeingtokenizedanddigitally

tradedthroughsecuritytokenofferingson

cryptocurrencyexchangesorsecuritytoken

exchanges.Tokenizeddepositsaretaking

centerstageinimprovingpaymentandliquiditymanagementforfinancialinstitutions.

•Cross-industrycollaboration:Digitaltwins

havealsoenabledinsurancecompaniestobe

morepredictiveintheindustriesofaerospace,

machineryandfactories.Datasharingbetweenorganizationshasincreasedthescopeofpossiblecollaborationbetweenfinancialserviceprovidersandotherserviceproviders,allowing