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Capgemini_2018年世界金融科技报告(英文)2018_68页

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Contents FinTechs Are Redefining the Financial Services Customer Journey13 Preface 4 Executive Summary8Competition and Rising Expectations SpurCustomer-Centricity Push – Identify gaps left by traditional Financial Services providers and explore changingcustomer expectations. 14– Data and insights are reshaping personalizedexperiences through automation and distributed ledger technology. Emerging Technologies Enable Customer Journey Transformation 19– Firms are driving innovation and operationalexcellence through agile and digital teams. Alignment with Customer Goals, Creation ofTrust, and Delivery of Digital, Agile, andEfficient Processes Are Catalysts for Success 27World FinTech Report 2018 The Symbiotic Relationship between FinTechs and Traditional Financial Institutions35 – Maintaining and accelerating scale is a commonFinTech firm struggle, so the right collaborationpartner is critical. Finding the Right Partners for Collaboration Is Essential 44– A partnership ecosystem of FinTechs, incumbents, and other vendors fosters a win-win for stakeholders. FinTech and Incumbent Firms’ RespectiveCompetitive Advantages and Shortcomings Make Collaboration a Logical Fit 36– Selection of the appropriate engagementmodel boosts FinTech scale-up efforts. Successful Collaboration Requires Commitmentand Agility from FinTechs and Incumbents 49The Path Forward: An Impending Role for BigTechs 60 – BigTechs could have massive impact on theFinancial Services industry.4 Preface Once rather homogenous and somewhat staid, the fnancial services marketplace has transformedinto a dynamic milieu of bar-raising specialists. These new-age professionals are devoted to meetingand exceeding the expectations of consumers who have become accustomed to personalized servicesfrom industries such as retail, travel, and electronics. Financial services customers no longer rely onone or two frms. Instead—in pursuit of an efcient, portable, and delightful customer journey— they pick and choose from among traditional and not-so-traditional institutions to best meet theirdynamic needs. The “new normal” of 2018 did not happen overnight. This fnancial industry evolution was sparked bythe 2008 fnancial crisis. However, when FinTech frms started making post-crash waves, they weremet by uncertainity from stakeholders who assumed the new-age players would never overcomesignifcant barriers to entry—regulatory compliance, ability to scale, trust, etc. An unsettling secondphase quickly followed during which stakeholders, as well as analysts, speculated that FinTechs mighttake over the entire industry. A plethora of screenshots mapping hundreds of FinTech frm logosagainst global banks’ websites showcasing how they are fulflling customer demand for new productsand services, inferring the death of traditional institutions. Our inauguralWorld FinTech Reportin 2017 highlighted the transition to the third phase, where wereside today. FinTechs are relevant and traditional fnancial services frms are not going away anytimesoon. Even as incumbents struggle with sluggish innovation— often the result of legacy technologyand an internally-facing culture—the customer journey is being redefned by creative and agile FinTechsolutions. At the same time, FinTech frms are coming to realize that their ability to expand their base,gain full consumer trust, scale operations, and navigate a complex regulatory environment is reliantupon the support, engagement, and valuable insight of industry veterans. While traditional fnancial institutions and FinTech frms understand the value each can provide,the market has seen few success stories in which an Incumbent/FinTech partnership has generatedsignifcant growth. FinTech frms perceive incumbents as lacking agility and unwilling to partner withthem. Traditional institutions ― with their legacy systems and slow-to-change cultures ― struggleto cut through the clutter generated by several thousand recently-funded FinTech frms. Therefore,collaborative engagements between traditional fnancial services and FinTech frms often end duringthe NDA or procurement stage. The unfortunate result is that collaboration is snufed out beforeproduct commercialization and any real-world beneft. Fruitful collaborations will heavily rely on traditional institutions’ ability to identify and assess whethercandidates for partnership have the characteristics necessary for sustained success across four pillars:People, Finance, Business, and Technology. Capgemini’s recently launched ScaleUp Certifcationprocess is a tool that creates an industrialized model for collaboration and mutual verifcation thatencourages smoother sailing between traditional fnancial institutions and FinTechs. The method hasbeen developed primarily for scale-ups, those organizations that are relatively new ventures but havesurpassed certain milestones, such as rounds of funding and referenceable clients. These Scale-ups arethe most likely to integrate with bank solutions and help banking and insurance customers maneuverthrough the evolving customer journey. 。。。。。。