Leading Digital Turning Tech into Business Transformation

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In this keynote Maggie will be sharing insights from Capgemini's research collaboration with the MIT and will highlight how large companies in traditional industries, from finance to manufacturing to pharmaceuticals are using digital to gain strategic advantage. She will also cover the principles and practices that lead to successful digital transformation based on a two-part framework: where to invest in digital capabilities, and how to lead the transformation. About the author: Maggie works with CXOs globally to help them make digital a core part of how they do business and deliver on a profitable customer promise. Previously she was responsible for Global Cloud Sales and Consulting and delivered a number of transformation programs at other consulting and technology service companies. Maggie has significant international experience and is an accomplished keynote speaker around the world.

Tecnologia

@MaggieBuggie
Stockholm, November 2015
Leading Digital
Turning Technology into Business
Transformation

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Copyright © Capgemini 2015. All Rights Reserved
Leading Digital – Turning Technology into Business Transformation
@ MaggieBuggie November 2015

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Copyright © Capgemini 2015. All Rights Reserved
Leading Digital – Turning Technology into Business Transformation
@ MaggieBuggie November 2015
The DNA of Digital Masters
DigitalCapability
Leadership Capability
The What:
Using digital technology to transform the customer experience,
operational processes and business models
The How:
Successful transformations depend as much
on how firms manage digital transformation than solely on implementing new
technologies

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Copyright © Capgemini 2015. All Rights Reserved
Leading Digital – Turning Technology into Business Transformation
@ MaggieBuggie November 2015
Digital Masters “Win”
Transformation management intensity
Digitalintensity
Fashionistas Digital Masters
Beginners Conservatives
Source: Capgemini Consulting-MIT Analysis – Digital Transformation: A roadmap for billion-dollar organizations (c) 2012
+26%
-11%

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Copyright © Capgemini 2015. All Rights Reserved
Leading Digital – Turning Technology into Business Transformation
@ MaggieBuggie November 2015
The Building Blocks of Digital Capability
Digital has informed and
amplified customer
expectations
Customer Experience Operations Business Model
Customer Understanding
Top Line Growth
Customer Touch Points
Process digitization
Worker enablement
Performance management
Digitally-modified business
New digital business
Digital globalisation
Digital is removing traditional
constraints in operations
Digital business models can
reorder value chains and
create new opportunities

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Copyright © Capgemini 2015. All Rights Reserved
Leading Digital – Turning Technology into Business Transformation
@ MaggieBuggie November 2015
Leadership capabilities turn Digital Investment into Business Advantage
Governance Engagement
VisionTechnology
Create
a shared
transformative
vision of the
digital future
Engage
employees at
scale to make
vision a reality
Establish
strong digital
governance to
steer the course
Fuse IT& business
communities
to build digital skills
& transform
technology
platforms

7
Copyright © Capgemini 2015. All Rights Reserved
Leading Digital – Turning Technology into Business Transformation
@ MaggieBuggie November 2015
Digital Masters do things in a Particular way
Design the CX from
the Outside-In
Increase reach
and engagement
with Smart
Investments in
Digital Channels
Put B2C data at the
heart of the experience
Seamlessly Mesh
Physical and Digital
Moments of Truth

8
Copyright © Capgemini 2015. All Rights Reserved
Leading Digital – Turning Technology into Business Transformation
@ MaggieBuggie November 2015

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Copyright © Capgemini 2015. All Rights Reserved
Leading Digital – Turning Technology into Business Transformation
@ MaggieBuggie November 2015
A Global Consumer Products Company
Insight
Data
Engagement
CX

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Copyright © Capgemini 2015. All Rights Reserved
Leading Digital – Turning Technology into Business Transformation
@ MaggieBuggie November 2015
Customer is King
Don’t avoid the quants
Outside-in/Inside-out
Why would anyone work for me?
Failure rocks
Future-proof
New bedfellows: Re-brokering CXO relationships
The learning organisation

11
Copyright © Capgemini 2015. All Rights Reserved
Leading Digital – Turning Technology into Business Transformation
@ MaggieBuggie November 2015
Maggie Buggie, Vice President
Global Head Digital Sales and Marketing
@maggiebuggie
capgemini.com/dcx

The information contained in this presentation is proprietary.
Copyright © 2015 Capgemini. All rights reserved.
Rightshore® is a trademark belonging to Capgemini.
www.capgemini.com
About Capgemini
Now with 180,000 people in over 40 countries, Capgemini is one
of the world's foremost providers of consulting, technology and
outsourcing services. The Group reported 2014 global revenues
of EUR 10.573 billion.
Together with its clients, Capgemini creates and delivers
business, technology and digital solutions that fit their needs,
enabling them to achieve innovation and competitiveness. A
deeply multicultural organization, Capgemini has developed its
own way of working, the Collaborative Business ExperienceTM,
and draws on Rightshore®, its worldwide delivery model.
Learn more about us at www.capgemini.com.

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The Covid-19 pandemic necessitated the payments industry undergo a facelift, sparked by novel approaches from new-age players, fostered by industry consolidation, and customers’ demand for end-to-end experience. Crossing the threshold, the industry is entering a new era – Payments 4.X, where payments are embedded and invisible, and an enabling function to provide frictionless customer experience. As customers make a permanent shift to next-gen payment methods, Digital IDs are critical for a seamless payment experience. The B2B payments segment is witnessing rapid digitization. BigTechs, PayTechs, and industry newcomers are ready to jump in with newfangled solutions to help underserved small to medium-sized businesses (SMBs). As incumbents struggle with profits, new-age firms are forging ahead to take the lead in the Payments 4.X era by riding the success of non-card products and services. The new era demands collaboration, platformification, and firms can unleash full market potential only by embracing API-based business models and open ecosystems. Data prowess and enhanced payment processing capabilities are inevitable to thrive ahead. The clock is ticking for banks and traditional payments firms because the competitive advantage is not guaranteed forever. As industry players seek economies of scale, consolidations loom, and non-banks explore new territories to threaten incumbents’ market share. While all these 2022 trends are at play, central bank digital currency (CBDC) is emerging globally and might open a new chapter in the current payments landscape.

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As we slowly move out of the pandemic, financial services firms have learned the criticality of virtual engagement to business resilience. Wealth management firms will need capabilities to cater to new-age clients and deliver new-age services. This report aims to understand and analyze the top trends in the Wealth Management industry this year and beyond. A year ago, our Top Trends in Wealth Management report emphasized how the pandemic sparked disruption and digital transformation and changing investor attitudes around Environmental, Social, and Corporate Governance (ESG) products. As we begin 2022, many of those trends continue to hold as COVID-19’s wide-reaching effects continue to influence the wealth management industry. As wealth management (WM) firms supercharge their digital transformation journeys, investments in cybersecurity and human-centered design are becoming critical to building superior digital client experience (CX). Another holdover trend − sustainable investing – is gaining mainstream attention and generating increasingly sophisticated client demands. Data and analytics capabilities will become ever more essential for ESG scoring and personalized customer engagement. As large financial services firms refocus on their wealth management business while new digital players make industry strides, competition is becoming historically intense. Not surprisingly, client experience is the new battleground.

Top Trends in Wealth Management 2022

Capgemini

This analysis provides an overview of the top trends in the retail banking sector driven by the competition, digital transformation, and innovation led by retail banks exploring novel ways to create and retain value in evolving landscape. COVID-19 caught banks off guard and shook legacy mindsets to the core. With 20/20 (2020) hindsight, firms are more aware, digitally resilient, and financially stable as they head into 2022. The trials of the past 18 months forced firms to shore up existing business and consider new models and revenue streams. Customer-centricity remains at the top of most FS agendas and is a 2022 focal point. Banks will focus on achieving operational excellence as diligently as delivering superior CX. In 2022 and beyond, it will be paramount for FIs to explore and invest in new technologies to remain relevant and resilient. Banking 4.X will arrive in full force in 2022 with platform-supported firms monetizing diverse ecosystem capabilities and aggressively harvesting data to create experiential customer journeys through intelligent and personalized engagements. The new era will compel future-focused banks to finally abandon legacy infrastructure and collaborate with third-party specialists to solidify their best-fit, long-term roles. Increasingly, open platforms will make banks invisible as banking becomes embedded into customer lifestyles. At the same time, banks will shed asset-heavy models and shift to the cloud for greater agility, speed to market, and faster innovation. The shift will act as a precursor to adopting new technologies on the horizon – 5G and Decentralized Finance. The recent past was filled will extraordinary lessons for financial institutions. Now is the time to act on those learnings and move forward profitably.

Retail Banking Trends book 2022

Capgemini

While COVID-19 has sparked the demand for life insurance, it has also exposed the operating model vulnerabilities in distribution, servicing, and customer retention. In a post-COVID, new-normal environment, insurers need to enhance their capabilities around advanced data management and focus on seamless and secure data sharing to provide superior CX and hyper-personalized offerings. Accelerated digitalization and faster go-to-market are vital to remaining competitive, and win-win partnerships with ecosystems are critical in the journey. Read our Top Life Insurance Trends 2022 to explore the tactical and strategic initiatives carriers undertake to acquire competencies around customer centricity, product agility, intelligent processes, and an open ecosystem to ensure profitable growth and future readiness.

Top Life Insurance Trends 2022

Capgemini

企業におけるデジタルトランスフォーメーシィン（ＤＸ）への意識向上、グローバル化への環境の変化とオンプレミスからクラウドへのシフトで『ＳＡＰ　Ｓ４／ＨＡＮＡ』をデジタルコアとした構築が進んでいます。キャップジェミニはグローバル企業の『ＲＩＳＥ　ＷＩＴＨ　ＳＡＰ』のパートナーとして、ＩＴの力（インテリジェントエンタープライズ）を使った究極の生産性向上の実現を支えていくことを目指しています。詳細はこちらのスライドをご覧ください。

キャップジェミニ、あなたの『ＲＩＳＥ　ＷＩＴＨ　ＳＡＰ』のパートナーです

Capgemini

The Property & Casualty insurance landscape is evolving quickly with the changing risk landscape, entry of new players, and changing customer expectations. The ripple effects of COVID-19 on the P&C insurance industry and natural disasters such as forest fires have adversely impacted insurance firm books. In this scenario, to ensure growth and future-readiness, the most strategic insurers strive to be ‘Inventive Insurers’ – assuming a customer-centric approach, deploying intelligent processes, practicing business resilience and go-to-market agility, and embracing an open ecosystem. Read our Property & Casualty Insurance Top Trends 2021 report to explore the strategies insurers are adapting to remain competitive amidst the evolving business landscape and how they can explore new ways to enhance their profitability.

Property & Casualty Insurance Top Trends 2021

Capgemini

A combination of factors such as demographic changes, evolving consumer preferences, and desire to become operationally efficient were already spurring changes in the life insurance industry. Enter 2020 – the COVID-19 pandemic is having a significant impact on the industry. At the peak of disruption, the focus was on ensuring business continuity, but new initiatives are cropping up to tackle the challenges as the industry is adapting to the new normal. Furthermore, COVID-19 has acted as a catalyst, pushing life insurers to prioritize their efforts on improving customer centricity, developing go-to-market agility, making processes intelligent, building business resilience, and embracing the open ecosystem. Read our Life Insurance Top Trends 2021 report to explore the strategies insurers are adopting to manage the changing market dynamics.

Life Insurance Top Trends 2021

Capgemini

The uncertainty of 2020 is setting the global tone for the immediate future in the financial services industry. So it is no surprise banks are laser-focused on business resilience, emphasizing both financial and operational risks. The need to adapt quickly to new normal conditions through virtual customer engagement is clear. Customer centricity continues to drive commercial banks’ solution designs. And, the pandemic compelled products that deliver immediate client value ‒ quick digital onboarding, seamless lending, and support for small and medium-sized enterprises (SMEs). The onus is now on banks to go to market more quickly, which requires the implementation of intelligent processes and integrating corporates’ enterprise resource planning (ERP) systems with banking workflows. To achieve go-to-market agility, banks across the globe are investing in and collaborating with FinTechs. Many of these partnerships are focused on boosting digital lending and providing seamless support to anxious small-business clients in need of assurance. With newfound impetus for FinTech collaboration, commercial banks have picked up their step on the path toward OpenX. COVID-19 made it evident that survival during turbulence is manageable through collaboration with ecosystem players. Read our Top Trends in Commercial Banking 2021 report to explore the strategies banks are adapting to transform their businesses from a product-led, siloed model to an experiential and agile plan.

Top Trends in Commercial Banking: 2021

Capgemini

When we published the Top Trends in Wealth Management 2020, little did we foresee the pandemic that would sweep through the world and disrupt life as we knew it. Yet, when we reviewed last year’s trends, we found that many still hold and some have taken on even greater relevance. One such trend is sustainable investing, which had begun to gain prominence as investors became more aware of ESG considerations, and firms rolled out more sustainable investing offerings. Another trend that has accelerated in the post-COVID world is the importance of investing in omnichannel capabilities and technologies such as artificial intelligence (AI) to enhance personalization and advisor effectiveness. The pandemic has driven wealth management firms to accelerate their digital transformation journey, with some immediate focus areas being interactive client communications and digital advisor tools. There is no denying that time is of the essence. Yes, budgets are tight, but the Open X ecosystem offers wealth management firms opportunities to reimagine their operating models and deliver excellent customer experience cost-effectively.

Top Trends in Wealth Management: 2021

Capgemini

Top trends in Payments: 2020 highlighted the payments industry’s flux driven by new trends in technology adoption, innovative solutions, and changing consumer behavior. The pandemic has tested the digital mastery of players, who are already grappling with transition. Non-cash transactions are on a robust growth path, accelerated by increased adoption during COVID-19. Regulators are working to instill trust and address non-cash payments risk amid unparalleled growth as players collaborate to quell uncertainty. Regional initiatives, such as the P27 (Nordics real-time payments system) and the EPI (European Payments Initiative), are gaining traction in response to country-level fragmentation and competition. Investment in emerging technologies is looked upon as an elixir to mitigate fraud, data-driven offerings are being considered for providing value-added propositions, and distributed ledger technology is in focus for digital currency solutions, efficiency enhancement, and cost gains. New players, such as retailers/merchants, are integrating payments into their value chains while technology giants are upscaling their financial services game by weaving offerings around payments as a center stage. Constrained by budgets, firms consider business models such as Platform-as-a-Service (PaaS) to provide cost-effective and superior customer experience.

Top Trends in Payments: 2021

Capgemini

A combination of factors, including demographic changes, evolving consumer preferences, and regulatory and compliance mandates, were already spurring change in the health insurance industry. Enter 2020 and the COVID-19 pandemic, which is having sweeping implications for the industry. At the peak of disruption, the focus was on ensuring business continuity, but new initiatives are cropping up to tackle the challenges as the industry adapts to the new normal. Furthermore, some changes are here to stay, and it will be prudent for the industry players to be resilient to the market shifts by being agile, improving member centricity, making processes intelligent, and embracing the open ecosystem. Read our Health Insurance Top Trends 2021 report to explore the strategies insurers are adopting to manage the external pressures.

Health Insurance Top Trends 2021

Capgemini

The banking industry’s resilience is being tested as banks navigate through a remarkable 2020 filled with uncertainties. The impact of COVID-19 has been about setting the tone for future operational models. Retail banks have shifted focus towards integrated risk management with a more holistic view of operational risks. Adapting to the new normal, banks have prioritized cost transformation while engaging customers virtually. Incumbents sought to be more responsible within fast-changing environmental conditions and ESG remained a critical focus. To provide more experiential services, banks are leveraging techniques such as segment-of-one to hyper-personalize offerings while aiming to humanize digital channels for increased engagement. Banks are also revamping middle and back offices, going beyond the front end leveraging intelligent processes. Open X is enabling banks to play on their strengths and use the expertise of ecosystem players. Going forward, banks are poised to become an enhanced one-stop shop by providing consumers value-adding FS and non-FS experiences. To acquire customers in cost-effective manner, retail banks are tapping value-based propositions ‒ such as POS financing and mortgage refinancing. Further, Banking-as-Service provides incumbents a way to provide their high-value offerings to other players. In preparation for the future, banks will be looking to improve their go-to-market agility by leveraging the benefits of cloud. This analysis outlines the top 10 trends in retail banking for 2021.

Top Trends in Retail Banking: 2021

Capgemini

Capgemini’s Connected Autonomous Planning

Capgemini

Financial services is undergoing a paradigm shift that is forcing incumbent retail banks to rethink growth strategies as they struggle to remain relevant. Growing competition from BigTechs, FinTech firms, and challenger banks has added to the complexity created by increasingly stringent regulatory and compliance requirements. Customers now expect a seamless customer journey and personalized offerings because they have become accustomed to top-notch individualized service from GAFA giants Google, Apple, Facebook, and Amazon. The changing ecosystem offers established banks new, unexplored opportunities and encourages a transition beyond traditional products to meet the exacting requirements of today’s customers. Bank collaboration with FinTech and RegTech partners is becoming commonplace. Incumbents are exploring point-of-sale financing and unsecured consumer lending, while they also boost their digital channel competencies to reach a broader customer base. Banks are beginning to accept open APIs and are working with third-party specialists to create an open shared marketplace. Technological advancements such as AI are fueling efforts to evolve customer onboarding and touchpoint processes. Increasingly, banks are turning to design thinking methodology to understand the customer journey, extract deep insights, and develop a more refined user experience across the customer lifecycle. Our analysis of the top retail banking trends for 2020 offers a glimpse into the fast-changing banking ecosystem and explores the tools and solutions being used to face new-age challenges.

Top Trends in Retail Banking: 2020

Capgemini

Aspects of the life insurance industry have remained constant for years – and so have premiums. Traditional savings products have taken a huge hit in terms of attractiveness because low interest-rates prevail. Meanwhile, the risk landscape is shifting, and insurers need to align better with the emerging business environment, manage changing customer preferences, and improve operational efficiencies. Within today’s scenario, industry players are undertaking tactical and strategic shifts in attempts to manage unpredictable market dynamics. Insurers must develop alternative products to breathe new life into policies and leverage emerging technologies (artificial intelligence (AI), analytics, and blockchain) to improve efficiency, agility, flexibility, and customer-centricity. Read Top Trends in Life Insurance: 2020 for a look at the innovative steps future-focused insurers are considering to meet industry challenges and opportunities.

Top Trends in Life Insurance: 2020

Capgemini

The health insurance industry is evolving and undergoing significant changes. As the risk landscape shifts, insurers are working to improve operational efficiencies, meet evolving customer preferences, and align better with the changing business environment. Accordingly, payers must adapt and align business models and offerings. An incisive tactical approach is required to accommodate members’ needs and related emerging risks — medical, health, and environmental. Advanced technologies such as artificial intelligence, analytics, automation, and connected devices are enabling insurers to manage these changes proactively, partner with members, and help to prevent risks, all the while continuing to fulfill payer responsibilities. Read Top Trends in Health Insurance: 2020 to learn which strategies insurers are adopting to navigate and align with today’s challenges.

Top Trends in Health Insurance: 2020

Capgemini

Top Trends in Payments: 2020

Capgemini

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キャップジェミニ、あなたの『ＲＩＳＥ　ＷＩＴＨ　ＳＡＰ』のパートナーです

Property & Casualty Insurance Top Trends 2021

Life Insurance Top Trends 2021

Top Trends in Commercial Banking: 2021

Top Trends in Wealth Management: 2021

Top Trends in Payments: 2021

Health Insurance Top Trends 2021

Top Trends in Retail Banking: 2021

Capgemini’s Connected Autonomous Planning

Top Trends in Retail Banking: 2020

Top Trends in Life Insurance: 2020

Top Trends in Health Insurance: 2020

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Leading Digital Turning Tech into Business Transformation

1. @MaggieBuggie Stockholm, November 2015 Leading Digital Turning Technology into Business Transformation

3. 3 Copyright © Capgemini 2015. All Rights Reserved Leading Digital – Turning Technology into Business Transformation @ MaggieBuggie November 2015 The DNA of Digital Masters DigitalCapability Leadership Capability The What: Using digital technology to transform the customer experience, operational processes and business models The How: Successful transformations depend as much on how firms manage digital transformation than solely on implementing new technologies

4. 4 Copyright © Capgemini 2015. All Rights Reserved Leading Digital – Turning Technology into Business Transformation @ MaggieBuggie November 2015 Digital Masters “Win” Transformation management intensity Digitalintensity Fashionistas Digital Masters Beginners Conservatives Source: Capgemini Consulting-MIT Analysis – Digital Transformation: A roadmap for billion-dollar organizations (c) 2012 +26% -11%

5. 5 Copyright © Capgemini 2015. All Rights Reserved Leading Digital – Turning Technology into Business Transformation @ MaggieBuggie November 2015 The Building Blocks of Digital Capability Digital has informed and amplified customer expectations Customer Experience Operations Business Model Customer Understanding Top Line Growth Customer Touch Points Process digitization Worker enablement Performance management Digitally-modified business New digital business Digital globalisation Digital is removing traditional constraints in operations Digital business models can reorder value chains and create new opportunities

6. 6 Copyright © Capgemini 2015. All Rights Reserved Leading Digital – Turning Technology into Business Transformation @ MaggieBuggie November 2015 Leadership capabilities turn Digital Investment into Business Advantage Governance Engagement VisionTechnology Create a shared transformative vision of the digital future Engage employees at scale to make vision a reality Establish strong digital governance to steer the course Fuse IT& business communities to build digital skills & transform technology platforms

7. 7 Copyright © Capgemini 2015. All Rights Reserved Leading Digital – Turning Technology into Business Transformation @ MaggieBuggie November 2015 Digital Masters do things in a Particular way Design the CX from the Outside-In Increase reach and engagement with Smart Investments in Digital Channels Put B2C data at the heart of the experience Seamlessly Mesh Physical and Digital Moments of Truth

9. 9 Copyright © Capgemini 2015. All Rights Reserved Leading Digital – Turning Technology into Business Transformation @ MaggieBuggie November 2015 A Global Consumer Products Company Insight Data Engagement CX

10. 10 Copyright © Capgemini 2015. All Rights Reserved Leading Digital – Turning Technology into Business Transformation @ MaggieBuggie November 2015 Customer is King Don’t avoid the quants Outside-in/Inside-out Why would anyone work for me? Failure rocks Future-proof New bedfellows: Re-brokering CXO relationships The learning organisation

11. 11 Copyright © Capgemini 2015. All Rights Reserved Leading Digital – Turning Technology into Business Transformation @ MaggieBuggie November 2015 Maggie Buggie, Vice President Global Head Digital Sales and Marketing @maggiebuggie capgemini.com/dcx

12. The information contained in this presentation is proprietary. Copyright © 2015 Capgemini. All rights reserved. Rightshore® is a trademark belonging to Capgemini. www.capgemini.com About Capgemini Now with 180,000 people in over 40 countries, Capgemini is one of the world's foremost providers of consulting, technology and outsourcing services. The Group reported 2014 global revenues of EUR 10.573 billion. Together with its clients, Capgemini creates and delivers business, technology and digital solutions that fit their needs, enabling them to achieve innovation and competitiveness. A deeply multicultural organization, Capgemini has developed its own way of working, the Collaborative Business ExperienceTM, and draws on Rightshore®, its worldwide delivery model. Learn more about us at www.capgemini.com.

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