The financial services sector in Asia Pacific is undergoing an ongoing revolution, with a shift from traditional financial services to financial technology. http://www.orange-business.com/en/library/white-paper/navigating-the-perfect-storm http://www.orange-business.com/en/customer-experience http://www.orange-business.com/en/finance The financial services sector in Asia Pacific is in a state of flux, with increasing regulation, speed of technological change and geo-political uncertainties hindering growth on the one hand, and changing customer expectations demanding more agile and flexible operations on the other. “Traditional” ways of offering financial services are no longer enough, with digital the only way forward to address the issues of growth and customer expectations. Find out how digital technologies can transform financial services companies to not only become more agile and flexible, but to also deliver on customer expectations with an enriched customer experience.

1. Are you being served?
How digital is transforming
financial services
in Asia Pacific
July 2017

2. 2 How digital is transforming financial services in Asia Pacific
The Financial Services sector in Asia Pacific is in a state of flux.
Companies are feeling pressure from all sides:
Financial Services in AsiaPacific
– where are we now?
From customers From competitors From regulatory
compliance
To reduce costs
How digital is transforming financial services in Asia Pacific

3. 3 How digital is transforming financial services in Asia Pacific
FinServ Concerns
87%
The financial services sector in Asia Pacific views these
three threats as their top concerns to growth prospects.
speed of
technological
change
geopolitical
uncertainty
81% 76%
too much
regulation
?

4. 4 How digital is transforming financial services in Asia Pacific
Technology has created
an ongoing evolution in
the industry – a shift
from traditional financial
services to financial
technology
The customer experience
imperative – FinTech
taking the lead

5. 5 How digital is transforming financial services in Asia Pacific
Changing customer expectations, changing times
The evolution of customer service and operations
FinServ customers now expect companies to operate in more agile, flexible ways
‘Traditional’ ways of doing financial services no longer enough
Digital is the only way forward to address customer expectation

6. 6 How digital is transforming financial services in Asia Pacific
The modern,
digitally-enabled
customer has
evolved attitudes,
expectations
and ways of
communicating them.
What do customers expect?
FinServ customers now:
Expect more
Trust their peers
Are better informed
Have greater choices
Have a voice and are
prepared to use it

7. 7 How digital is transforming financial services in Asia Pacific
Financial services companies in Asia Pacific
must transform – and that means shifting
to a truly digital customer service and
operations model.
The evolved FinServ business model

8. 8 How digital is transforming financial services in Asia Pacific
Customer service in the digital era – the human touch and beyond
Elements of the digital offering
Evolution of the
traditional
contact center
Omnichannel
communications
approach
Digitalisation
driving automation
Evolution of
networking to
SDN and NFV
Rise of the bots

9. 9 How digital is transforming financial services in Asia Pacific
Automation and the rise of chatbots in the financial
services customer service arena requires a change
in approach.
 Changing processes
 Changing traditional management procedures
and techniques
 Changes to HR
 Changes to staff morale
 Changes to KPIs and auditing
Managing the human and
the digital workforce

10. 10 How digital is transforming financial services in Asia Pacific
Transformation of the financial services industry in Asia
is underway using digital, but companies that want to
truly succeed in the face of the sector’s challenges must
work with the right partner.

11. 11 How digital is transforming financial services in Asia Pacific
Engage
end-customers
Empower
employees
Enrich customer
services
Engage end-customers
Digital Applications
Contact Everyone
Interactive Voice Response
Self-service solutions
Contact Center – as
a Service, or on-premise,
Digital Store
Enrich customer services
Datavenue – IoT & Analytics
Real-time analytics
Mobile Connect
Chatbots initiatives
Empower employees
Digital Coaching
Interactive Office
CRM Services Integration
Service Management
platform
Workforce Engagement
Orange solutions for enabling an enriched customer experience

12. 12 How digital is transforming financial services in Asia Pacific
 Self care
 Online ordering
 Automation
Orange SDN roadmap
Want to keep it simple
 Easy to plug in Internet access
 Instant fulfillment
 Set up security options in 5 minutes
 DIY or a co-managed service
 No commitment
 End-to-end control
 Consistent application of security
policy to all sites
 AI/Machine learning
 Big data analytics
 Real time automated
decision-making
Secure by design:
Quick to deploy, validate and adjust
 Reduce implementation costs
by up to 75%
 Scale up/down on demand
 Try before you buy
 No commitment
 Pay-as-you-go, network-
services-on-demand model
Flexible design and pricing:
12 How digital is transforming financial services in Asia Pacific
Orange Network-as-a-Service
solutions for disparate systems and
offices: SD-WAN and SDN-NFV

13. 13 How digital is transforming financial services in Asia Pacific
Orange solution for secure
business access to public cloud
services: Business VPN Galerie
Direct, private access to
50+ cloud applications
Cloud traffic goes on-net
 Business VPN traffic
isolation applies
 Traffic is not exposed
to the internet
Security
Orange manages
connection to cloud
providers making them
virtually part of the WAN
Simplicity
 100% availability SLA
 4 hours Guaranteed-
Time-To-Repair
Reliability Performance
Cloud traffic goes on-net
 Same performance
as for Business VPN
 Performance is
predictable
13

14. 14 How digital is transforming financial services in Asia Pacific
Our mission: being the trusted partner of our customers’
digital transformation
for your
teams
for your
projects
The right support along your digital journeyServices
&
Consulting
Digital inside Digital enablersDigital outside
Connect
anything
anywhere
Protect
your
company
from cyber
threats
Engage your
customersFoster team
collaboration
Differentiate
through new
services
Infrastructure
that adapts
to your needs
Collaborativ
e workspace
Flexible
IT
Business
innovation
Enriched
customer
relationships
Enriched
connectivity
Cyber
defense
for your
customers

15. 15 How digital is transforming financial services in Asia Pacific
Residential provider in
29 countries
World's largest
seamless voice/data
network and end-to-
end connectivity
services, with people
located in 220
countries and
territories
Unmatched global coverage with
345,000+ sites
More than
260 million
customers
€40.9 billion
in revenues in 2016
€600 million
yearly investment in
backbone infrastructure
450,000 km
of underwater cables
155,000 employees
worldwide - Top global
employer in 2017
Research & innovation
labs in 12 countries (6930
patents in portfolio)
The Orange group at a glance

16. 16 How digital is transforming financial services in Asia Pacific
We are more than a global leader in
corporate telecommunication services:
 Professional services provider
 Solutions integrator
 OTT player
16
21,000collaborators dedicated
to corporate activities
400 application developers and
700IoT and big data experts
170engineers and project managers
in workplace infrastructure and
transformation to cloud migration
1,200
cloud experts
1,000
cyberdefense experts
With local presence in 166 countries
€6.4billion
of revenue in 2016
We cater multinational companies worldwide:
2,200+ in Europe 800+ in America
700+ in Asia Pacific 200+ in Africa
and the Middle East
Orange Business Services:
a worldwide digital
transformation partner
How digital is transforming financial services in Asia Pacific

17. Thanks
Reference: PwC report “Navigating the perfect storm: Digitally Transforming Customer
Service and Operations in Financial Services”, a study commissioned by Orange Business
Services
Download PwC report here:
http://www.orange-business.com/en/library/white-paper/navigating-the-perfect-storm