technology for people · 2020-02-05 · 3 overview work force market place trend 3 the un charted...

2www.accenture.com/bankingtechvision

TECHNOLOGY FOR PEOPLE

Digital disruption is taking a new direction with people now shaping technology to fit our need. By amplifying people and putting the power into their hands, banks can deepen their role in consumers’ lives, and firmly establish their place as partners in the new digital economy.

https://www.accenture.com/us-en/insight-banking-technology-vision-2017?c=fs_banfy17sldshr_10000001&n=smc_0916

3www.accenture.com/bankingtechvision 3

OVERVIEW

WORKFORCE

MARKET PLACE

TREND 3

THE UN CHARTED

TREND 5

AI IS THE NEW UI

TREND 1

DESIGNFOR

HUMANS

TREND 4

ECOSYSTEM POWER PLAYS

TREND 2

www.accenture.com/bankingtechvision

2017 VISION TRENDS

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HELP WRITE THE NEW RULES OF ENGAGEMENT OR RISK BEING REGULATED OUT

THE UNCHARTED

BANKERS SAY:

• Industry regulations have not kept

pace with technology advancement

(66% globally, 82% in US).

• Industry regulatory environment is

outdated (61% globally, 73% in US).



THE UNCHARTED

TAKE THE LEAD TO SHAPE THE NEW RULES

75% of bankers agree

they have a duty to be

proactive in writing the

rules.

36% said that their

organization has joined

a tech consortium that

helps set industry rules,

while an additional 51

percent are considering

joining one.

Freedom to innovate

THOSE THAT DO EXPECT MORE:

Opportunity to develop

standards that others

follow

Expanded opportunities for

trusted partnerships



DESIGN FOR HUMANS

CUSTOMER JOURNEYS NOW RUN INSIDE AND OUTSIDE THE BANK Digital banking models, such as ecosystem

platforms and channels not owned by banks, will bring consumers from outside the sphere of the bank’s knowledge. With these new models, banks typically have only the financial transaction and a fleeting moment to impress consumers with whom they may never connect again.



DESIGN FOR HUMANS

• 81% of bankers agree that organizations that

truly tap into what motivates human behavior

and design the customer experience

accordingly will be the next industry leaders.

• 34% are planning extensive use of human

behavior analysis and insight to guide

customer experience design.

• 80% agree that organizations will need to

understand not just where people are today,

but where they want to be, and then shape

the technology to act as their guide.

SURGICALLY PRECISEDESIGN-CENTERED THINKING

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WORKFORCE MARKETPLACE

ON-DEMAND TALENT AS A TRUE BANKING INNOVATIONCreate an agile workforce to access sought-after skills, knowledge and experience

as-needed for more flexible ways of working.

16% of their workforce are

independent freelance

workers.

24% say their organization

is already tapping on-

demand labor platforms

broadly across the

organization.

29% expect their

organization’s use

of these workers to

increase more than 51%

over the next year.

81% agree that organizations

that successfully integrate a

liquid workforce into their

business model will gain

a significant competitive

advantage through innovation.

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Unleash the Power of Us

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PLATFORMS ARE THE TIES THAT BIND BANK PEOPLE, PARTNERS AND TECHNOLOGY. THEY ARE WHERE MUCH OF THE TRANSACTION BANKING OF THE FUTURE WILL TAKE PLACE.

36% of bankers (vs. 31 percent all respondents) believe that it is very critical to adopt a platform-based business model and engage in ecosystems with digital partners.

76% agree that competitive advantage will not be determined by their organization alone, but by the strength of their chosen partners and ecosystems.

23% say their organization is leading one or more digital ecosystems.

ECOSYSTEM POWER PLAYS





AI IS THE NEW UI

Artificial intelligence (AI) in banking is not new. Banks are already using AI in heavily-manual processes for accuracy, efficiency, speed and cost benefits. What is new, however, is the move of AI beyond process to interaction.

READYING FOR BANKING’S SHIFT FROM MOBILE-FIRST TO AI-FIRST

15



• 79% agree that AI will revolutionize the way

they gain information from and interact with

customers.

• 29% believe it is extremely important to offer

their products/services through centralized

platforms/assistants or messaging bots.

• 76% believe that in the next three years, the

majority of organizations in banking will deploy

AI interfaces as their primary point for

interacting with customers.

• 71% believe that AI is capable of becoming the

face of their organization or brand.

BANKERS GET AI

AI IS THE NEW UI

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TECH VISION SURVEY OVERVIEW

SURVEYEDArgentina

Australia

Austria

Brazil

Chile

China

Denmark

Finland

France

Germany

India

Indonesia

Ireland

Italy

Japan

Malaysia

Norway

Portugal

Qatar

Russia

Saudi Arabia

Singapore

South Africa

Spain

Switzerland

Thailand

Turkey

Uae

United Kingdom

United States


THANK YOU

#TECHVISION2017www.accenture.com/bankingtechvision




technology for people · 2020-02-05 · 3 overview work force market place trend 3 the un charted...

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