{"id":3902,"date":"2022-03-19T10:02:06","date_gmt":"2022-03-19T10:02:06","guid":{"rendered":"https:\/\/news.sap.com\/india\/?p=3902"},"modified":"2023-08-14T17:18:39","modified_gmt":"2023-08-14T17:18:39","slug":"transforming-the-finance-industry","status":"publish","type":"post","link":"https:\/\/news.sap.com\/india\/2022\/03\/transforming-the-finance-industry\/","title":{"rendered":"How can the Finance Industry Leverage Business Analytics?"},"content":{"rendered":"
The finance industry has been under a \u2018digital spell\u2019 for quite some time now\u2013unlike many other sectors, which put the pedal to the metal to drive digital transformation only\u00a0recently. Yet, banks and traditional financial institutions continue to face increased competition from newer digital intermediaries, such as the fintech sector. Meanwhile, the pandemic accelerated the adoption of digital banking services by consumers of all ages. Thus, to remain competitive, banks had to move from a digital-friendly model to a digital-first future.<\/span><\/p>\n Needless to say, all these fast-paced developments have driven banks and financial institutions to revisit their offerings, restructure their current growth strategies, and understand their true place (and potential) in the digitally powered financial ecosystem.\u00a0<\/span><\/p>\n the current wave of digital transformation has the potential to drastically alter the banking sector. With the help of breakthrough technologies and innovative offerings, financial players are looking to hyper personalize consumer experience and enable smoother journeys.<\/span><\/p>\n Here\u2019s how\u00a0<\/span>the industry is leveraging digital transformation to transform every juncture in the customer\u2019s journey:<\/span><\/strong><\/p>\n Banks are leveraging a heady combination of Information Technology, Big Data, and specialized human capital to gain a competitive edge. With the help of futuristic technologies such as artificial intelligence (AI) and machine learning (ML), banks can process high volumes of customer data and drive actionable insights to improve customer experience. For example, HDFC leverages the services of \u2018Eva\u2019, an AI-powered chatbot that can efficiently answer over\u00a0five million\u00a0<\/a>user queries with more than 85% accuracy. Additionally, over 81% of companies compete mostly on the basis of CX and\u00a070% of customer interactions<\/a>\u00a0are expected to involve emerging technologies such as machine learning applications, chatbots, and mobile messaging. Clearly, the demand for emerging technologies is skyrocketing in the financial sector.<\/span><\/li>\n Banks are developing and deploying new products with a laser-like focus on increased transparency and great user-friendliness. In other words, banks are focused on creating products that can actually address their core customer\u2019s pain points and minimize friction.<\/span><\/li>\n Approximately 60% of active\u00a0<\/a>banking customers use digital channels and 80% of all customer touch-points occur on digital channels. Yet, usage of physical branches and the traditional way of conducting financial transactions in person is not dying down. So, banks are taking the middle route to cater to the needs of the \u2018phygital\u2019 customers\u2013those who actively use both digital and physical channels — by driving a seamless, customer-centric, and hyper-personalized omnichannel banking experience.<\/span><\/li>\n Financial institutions are focusing on creating a centralized digital banking platform\u2013powered by cloud-native architectures and containerized workloads\u2013to deliver increased speed, flexibility, and agility when building new products for customers. In fact, research<\/a>\u00a0indicates that 50% of financial firms are steadily adopting Infrastructure-as-a-service (IaaS) to drive cost-effectiveness, boost on-demand availability, and leverage automated scalability. Furthermore, financial institutions benefit from a shorter ideation-to-service timeline, thanks to cloud computing technology.<\/span><\/li>\n There\u2019s a change in the organizational mindset, with banks wanting to invest in the right tools and processes to free up their IT team. This team can then focus on more strategic tasks, as opposed to engaging in routine and repetitive work with zero value-add. Additionally, banks are working towards better aligning the digital platforms with the organizational goals and restructuring the technology decisions based on the customer\u2019s needs.<\/span><\/li>\n The financial industry is focusing on rebuilding its tech stack, keeping in mind more business-critical factors such as risk and compliance, operations, and business development. This, instead of solely focusing on the technology\u2019s technical specifications, indicates a win-win-win situation for the users, the leadership, and the bank itself.<\/span><\/li>\n Leading banks are now using the power of analytics in various ways. From employing ML techniques to forecast which consumers are currently engaged and who are likely to leave to looking at competition marketing to see if any banks are offering any needless discounts, the results are varied. In a nutshell, banks are dependent on business analytics services to manage and reinvigorate customer experience.<\/span><\/li>\n<\/ul>\nHere are some of the numerous factors that prompted this radical shift to the digital:<\/span><\/strong><\/h3>\n
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Emerging Digital Trends Reshaping the Financial Industry<\/span><\/h3>\n
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Using newer technologies:<\/span><\/strong><\/h3>\n
Developing customer-centric products:<\/span><\/strong><\/h3>\n
Catering to phygital customers:<\/span><\/strong><\/h3>\n
Leveraging cloud-native architecture:<\/span><\/strong><\/h3>\n
Driving cultural change:<\/span><\/strong><\/h3>\n
Rebuilding technology stack:<\/span><\/strong><\/h3>\n
Utilizing business analytics:<\/span><\/strong><\/h3>\n
<\/p>\nThe Way Forward<\/span><\/h3>\n