how digital is transforming financial services in asia pacific

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


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

?


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


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


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


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


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


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


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.


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


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:


Orange Network-as-a-Service solutions for disparate systems and offices: SD-WAN and SDN-NFV


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


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


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


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

http://www.orange-business.com/en/library/white-paper/navigating-the-perfect-storm










