Why Utilities Need to Re-energize their Customer Experience

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Utilities are under pressure to rebuild customer trust, create superlative customer experience and manage their operations effectively. Delivering the customer promise is relatively straightforward. Delivering it profitably is a bigger challenge. Customers demand personalized, relevant content, seamlessly delivered via multiple channels in new ways. And they want it faster. For companies, recognizing the combination of the power of customers with digital technologies is not only fundamental to the way we deliver customer experience, but also to changing the way we do business, and getting those crucial two steps ahead of the competition. In this presentation find out how Utilities are using digital to reshape their business performance 'outside-in', from increasing customer and employee intimacy, managing cost-to-serve and importantly accelerating revenue and profitability growth. First presented at European Utility Week 2014 by Capgemini's Philippe Vié and Maggie Buggie.

Technology

Why Utilities Need to
Re-energize their
Customer Experience
Amsterdam, 04.11.201
Maggie Buggie
Philippe Vié

Presentation Title | Date
Copyright © Capgemini 2012. All Rights Reserved 2
Our Mission: Enabling Transformation
! Revenue (2013): €10,1bn
! Employees: 140,000+
6 major Global Sectors A wide range of solutions and
services
Utilities
Telecom
Consumer Products
& Retail
Financial Services
Public Sector
Consulting
Application
Services
Infrastructure
Services
Local
Professional
Services
Business
Process
Outsourcing
123456
12345
Some Global Service Lines
Testing Services
Business Information
Management (BIM)
Mobile Services
Digital Customer
Experience
Automotive

Core Sales Deck | February 2014
Copyright © Capgemini 2014. All Rights Reserved ‹#›
4 main issues for European Utilities
Bo#om
line
Top
Line
New
consumers
&
services
Compe..on
Digital

Core Sales Deck | February 2014
Copyright © Capgemini 2014. All Rights Reserved ‹#›

Core Sales Deck | February 2014
Copyright © Capgemini 2014. All Rights Reserved ‹#›
Outside In
Contextual view of customer
Inside Out
Single view of enterprise

Core Sales Deck | February 2014
Copyright © Capgemini 2014. All Rights Reserved ‹#›
Customer
Experience
Operational
Processes
Business
Model

Bottom
Line Up to
26%
Increase
Core Sales Deck | February 2014
Copyright © Capgemini 2014. All Rights Reserved ‹#›
Top Line
Up to
9%
Increase

Utilities Have not Kept Pace with Consumers in the Shift to Digital
Channels
Core Sales Deck | February 2014
Copyright © Capgemini 2014. All Rights Reserved ‹#›

Using Enterprise Gamification to solve Business Challenges
Take-up
90% 117 New mobile
app concepts
Core Sales Deck | February 2014
Copyright © Capgemini 2014. All Rights Reserved ‹#›
with Capgemini
gamification Techniques

Core Sales Deck | February 2014
Maggie Buggie
Vice President, Global Head Digital Sales and Marketing
@maggiebuggie
Philippe Vié
Vice President, Digital Utilities Transformation Leader
philippe.vie@capgemini.com
Copyright © Capgemini 2014. All Rights Reserved ‹#›

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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 Wealth Management: 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 Payments: 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.

Health Insurance Top Trends 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.

Top Trends in Retail Banking: 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.

Capgemini’s Connected Autonomous Planning

Capgemini

Top Trends in Retail Banking: 2020

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 Life Insurance: 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 Health 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 Payments: 2020

Capgemini

Similar to other financial services domains, payments is evolving into an open ecosystem. The EU’s Payment Services Directive (PSD2) pioneered open banking by encouraging banks and established payments players to securely open the systems to foster competition, innovation, and more customer choices. In tandem with non-cash transaction growth, regulations are driving banks and payments firms to expand their array of payment methods and channels. Governments are encouraging financial inclusion by also promoting the adoption of non-cash payments. Increasingly, merchants and corporates seek to offer alternative payment systems because of widespread popularity among consumers. Alternative payments also enable merchants to provide real-time and cross-border payments to boost business efficiency. Banks, payment firms, card firms, BigTechs, FinTechs, and other players are continuously developing new technology to cash in on market changes. However, data breaches and fraud continue to hinder innovation as firms devote countless resources each year to address security issues. Many governments are also designing new regulations to reduce ecosystem threats. All these measures are expected to make the current ecosystem much more secure and simple for players as well as customers. Top Trends in Payments: 2020 explores and analyzes payments ecosystem initiatives and solutions for this year and beyond

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4. Core Sales Deck | February 2014 Copyright © Capgemini 2014. All Rights Reserved ‹#› Aware Active involvement Passive interest Interactive involvement Community involvement Unaware Utility-‐ driven market Consumer-‐ driven market Brand ambassador?

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