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Are you being served? How digital is transforming financial services in Asia Pacific
July 2017
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 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 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 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 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 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 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 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 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 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 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 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 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 journey Services &
Consulting
Digital inside Digital enablers Digital outside
Connect anything anywhere
Protect your
company from cyber
threats
Engage your customers
Foster 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 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 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
21,000 collaborators dedicated
to corporate activities
400 application developers and
700 IoT and big data experts
170 engineers 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 €6.4 billion 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
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