The document discusses the future of automation in the services industry, using examples from public and financial services. It argues that customers, revenue, productivity, and risk will drive industry changes from analytics models and fintech disruption. Pioneering industries like financial and public services are shifting from self-service websites to personalized customer journeys, and from calls/websites to chatbots, machine learning, and robotic process automation. To succeed, organizations need high-performance analytics, machine learning, process automation and an insight-driven approach using data, technology, and people. The future will be 24/7 and data-driven, powered by technologies like cognitive AI, smart cities, drones, robots, and blockchain.

1. The Future of Services Industry Automation
Cases from public and financial services
Søren Ilsøe
Director, Analytics & Information Management – Deloitte
former SVP, Technology, Data & Security – Ministry of Taxation Denmark

2. 2© Deloitte 2018
Data Driven Services… 4th Industrial Age
1990s 21st century1970s
INDUSTRY DRIVERS:
- Customers
- Revenue
- Productivity
- Risk
from analytics models
… to fintech disruption
from self-service web
… to customer journeys
INDUSTRY PIONEERS:
- Financial Services
- Public Services

3. 3© Deloitte 2018
CUSTOMER
ENGAGEMENT
CUSTOMER
INSIGHT
CUSTOMER
DELIVERY
App/Chatbot
Analytics/ML
Robotic/AI
OLD TAXI INC.
Calls/Web
IT Systems
Physical
”Make Me Something Like UBER…”

4. 4© Deloitte 2018
How To Succeed? …Insight Driven Organization
DATABANK
Legacy
IT Systems
STRATEGY
PROCESS
PUBLIC SERVICES
FINANCIAL SERVICES
Administration
Fact Based Decisions
High Performance Analytics
Forecast Engines / Risk
Customer Satisfaction
Segmentation UX/Web
Fraud Prevention
E2E Automation / Monitoring
Customer Compliance
Fraud Detection
Machine Learning
Fuzzy Matching
ROI: 150x
Hours: -90%
Satisfaction +10%
Financial Markets
Algorithmic Trading
Back Office Processing
Compliance Automation
Customer Services
Digital UX / Chatbots
Fraud Detection
Process Automation
PEOPLE
DATA
TECHNOLOGY

5. 5© Deloitte 2018
Cognitive AI
PAST
PRESENT
FUTURE
SmartCity IoT
Crowdsourcing
Drones / Robots
Blockchain
Services Industry Automation… 24/7 Data Driven Future

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©2018 Deloitte Statsautoriseret Revisionspartnerselskab. Member of Deloitte Touche Tohmatsu Limited.
Søren Ilsøe
Director - Insight Strategy, Analytics & Information Management
LinkedIn: linkedin.com/in/sorenilsoe
Email: soilsoee@deloitte.dk
Tel: +45 30 93 85 45