Why Digital Transformation Is the Future

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Your end users are increasingly demanding personalized and relevant content, delivered via multiple channels that respond in new and innovative ways. This opens up a new spectrum of opportunities to increase customer advocacy and drive growth. In this presentation, the VP for Digital Customer Experience at Capgemini exclusively shares the findings of an upcoming Capgemini Consulting and MIT publication titled "Leading Digital" (published by Harvard Business Review Press), based on a study of more than 400 organizations. The presentation explains how these firms have successfully used digital to gain strategic advantage, sharing the principles and practices that can help achieve similar effective digital transformation to lay a profitable path to the future. Originally presented by Simon Short, Head of Digital Customer Experience, & Arjan Kramer, Global Lead for Ocommerce, for Capgemini at Oracle OpenWorld 2014. http://www.capgemini.com/oracle

Technology

with you
Why Digital Transformation is
the future
Simon Short
Senior Vice President
Digital Customer Experience
Arjan Kramer
Global Lead for OCommerce
Digital Solution Architect
San Francisco | 29 September 2014

Why Digital Transformation is the Future: September 2014
Copyright © 2014 Capgemini. All Rights Reserved 2
Delivering a profitable customer promise

Desigual : increased and personalized sales to B2B and B2C
Why Digital Transformation is the Future: September 2014
Copyright © 2014 Capgemini. All Rights Reserved 4

Why Digital Transformation is the Future: September 2014
Copyright © 2014 Capgemini. All Rights Reserved 6
The goal – Philips’s One vision

Why Digital Transformation is the Future: September 2014
Copyright © 2014 Capgemini. All Rights Reserved 7
The goal – Philips’s One vision

Over 13,000 Oracle trained resources
Over 3,500 successful industry implementations of Oracle
Why Digital Transformation is the Future: September 2014
Copyright © 2014 Capgemini. All Rights Reserved 9
Capgemini & Oracle – partners of choice
Oracle partner awards/recognitions
Strong focus on CX: OCommerce and All-Channel Experience
Diamond Level Partner of Oracle,

Why Digital Transformation is the Future: September 2014
Copyright © 2014 Capgemini. All Rights Reserved 10
The relationship with your customer is critical
Experience …unique
Engagement …ongoing
Exchange …co-create
Empower …consumer first
Empathy …build long term relationships

Why Digital Transformation is the Future: September 2014
Copyright © 2014 Capgemini. All Rights Reserved 11
Digital Masters profit
Profitability
26%
Increase
Up to

Why Digital Transformation is the Future: September 2014
Copyright © 2014 Capgemini. All Rights Reserved 12
Digital Transformation affects everything
Customer
Experience
Operational
Processes
Business
Model

Why Digital Transformation is the Future: September 2014
Copyright © 2014 Capgemini. All Rights Reserved 13
Core digital principles
Outside In
Contextual view of customer
Inside Out
Single view of enterprise

Smart Investments in
Digital Channels
Why Digital Transformation is the Future: September 2014
Copyright © 2014 Capgemini. All Rights Reserved 14
Bringing it together
An Outside-In Approach
Seamless Meshing of
Physical and Digital
Experiences
Data-Driven Insights

Why Digital Transformation is the Future: September 2014
Copyright © 2014 Capgemini. All Rights Reserved 15
Contact information
Simon
Short
Senior Vice President, Digital
Customer Experience
simon,short@capgemini.com
@simonsishort
#CapgeminiDCX
Insert
contact
picture
Insert
contact
picture
Arjan
Kramer
Global Lead for OCommerce
Digital Solution Architect
arjan.kramer@capgemini.com
@arjankramer

www.capgemini.com
The information contained in this presentation is proprietary.
Copyright © 2014 Capgemini. All rights reserved.
Rightshore® is a trademark belonging to Capgemini.
About Capgemini
With almost 140,000 people in over 40 countries, Capgemini is one of the world's
foremost providers of consulting, technology and outsourcing services. The Group
reported 2013 global revenues of EUR 10.1 billion.
Together with its clients, Capgemini creates and delivers business and technology
solutions that fit their needs and drive the results they want. A deeply multicultural
organization, Capgemini has developed its own way of working,
the Collaborative Business Experience™, and draws on Rightshore®, its worldwide
delivery model.
Learn more about us at www.capgemini.com.

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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.

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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.

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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

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.

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Capgemini

Top Trends in Payments: 2020

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The commercial banking industry faces daunting challenges. Operational costs continue to rise. Corporate clients seek convenience and personalized products and services. Cybersecurity is a major concern as more and more bank processes become digitalized. Compliance with wide-ranging open banking regulations is mandatory. The entry of BigTechs and other players is heating up competitive pressure. Therefore, it is essential for banks to transform and adapt to the changing business environment. Read our Top Trends in Commercial Banking: 2020 report for analyses of the initiatives, new solutions, and trends expected to shape the commercial banking ecosystem in 2020 and beyond.

Top Trends in Commercial Banking: 2020

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Wealth management is facing significant disruption on two fronts – customer experience and digital transformation. To effectively succeed within these turbulent times, understanding client demographics and expectations is essential. Firms can leverage deep customer insights to grasp their clients’ changing ethos and develop solutions accordingly. Improved customer satisfaction often drives competitive advantage. As firms prioritize superior customer experience, they are adopting intelligent solutions such as analysis of consumer sentiments to deliver hyper-personalized services. Firms are also leveraging artificial intelligence (AI) and machine learning (ML) techniques to improve client-advisor relationships. To innovate, especially within legacy infrastructures, organizations must embrace open APIs to scale technology capability with support from WealthTech newcomers and third-party vendors that offer generic and customizable API-based platforms. Regulations such as the EU’s General Data Protection Regulation (GDPR) and know your customer (KYC) mandates are pushing firms to ramp up cybersecurity and automate cumbersome client onboarding processes, in a data-driven compliance scenario.

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Why Digital Transformation Is the Future

1. with you Why Digital Transformation is the future Simon Short Senior Vice President Digital Customer Experience Arjan Kramer Global Lead for OCommerce Digital Solution Architect San Francisco | 29 September 2014

3. iwnniotvha tyinog u Success Stories

8. wgitrohw yinog u Making it real

9. Over 13,000 Oracle trained resources Over 3,500 successful industry implementations of Oracle Why Digital Transformation is the Future: September 2014 Copyright © 2014 Capgemini. All Rights Reserved 9 Capgemini & Oracle – partners of choice Oracle partner awards/recognitions Strong focus on CX: OCommerce and All-Channel Experience Diamond Level Partner of Oracle,

10. Why Digital Transformation is the Future: September 2014 Copyright © 2014 Capgemini. All Rights Reserved 10 The relationship with your customer is critical Experience …unique Engagement …ongoing Exchange …co-create Empower …consumer first Empathy …build long term relationships

12. Why Digital Transformation is the Future: September 2014 Copyright © 2014 Capgemini. All Rights Reserved 12 Digital Transformation affects everything Customer Experience Operational Processes Business Model

13. Why Digital Transformation is the Future: September 2014 Copyright © 2014 Capgemini. All Rights Reserved 13 Core digital principles Outside In Contextual view of customer Inside Out Single view of enterprise

14. Smart Investments in Digital Channels Why Digital Transformation is the Future: September 2014 Copyright © 2014 Capgemini. All Rights Reserved 14 Bringing it together An Outside-In Approach Seamless Meshing of Physical and Digital Experiences Data-Driven Insights

15. Why Digital Transformation is the Future: September 2014 Copyright © 2014 Capgemini. All Rights Reserved 15 Contact information Simon Short Senior Vice President, Digital Customer Experience simon,short@capgemini.com @simonsishort #CapgeminiDCX Insert contact picture Insert contact picture Arjan Kramer Global Lead for OCommerce Digital Solution Architect arjan.kramer@capgemini.com @arjankramer

16. www.capgemini.com The information contained in this presentation is proprietary. Copyright © 2014 Capgemini. All rights reserved. Rightshore® is a trademark belonging to Capgemini. About Capgemini With almost 140,000 people in over 40 countries, Capgemini is one of the world's foremost providers of consulting, technology and outsourcing services. The Group reported 2013 global revenues of EUR 10.1 billion. Together with its clients, Capgemini creates and delivers business and technology solutions that fit their needs and drive the results they want. A deeply multicultural organization, Capgemini has developed its own way of working, the Collaborative Business Experience™, and draws on Rightshore®, its worldwide delivery model. Learn more about us at www.capgemini.com.

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