Executive Conversations Driving business value with AI agents A conversation with Dr. Walter Sun Head of AI, SAP 1 Capgemini Research Institute Executive Conversations DR. WALTER SUN Head of AI SAP 2 Capgemini Research Institute Executive Conversations DRIVING BUSINESS VALUE WITH AI AGENTS Dr. Walter Sun is Senior Vice President and Global Head of Artificial Intelligence at SAP. He leads a centralized AI unit that engineers AI products for implementation and reuse across SAP applications. Prior to SAP, Dr. ...

At the same time, companies maintain 11 banking relationships on average and must provide at least 10 key documents per bank for compliance. This results in 100 to 200 KYC document requests annually, causing inefficiencies, duplication of effort, and compliance fatigue. This paper introduces a strategic data exchange model that is built on a proof-of-work mechanism, differentiating it from blockchain-based KYC models. In this new model, the client provides reliable data to the provider in case of any gaps, ...

Investment Rating - The report does not explicitly provide an investment rating for the industry or company Core Insights - SKF Group is a leading provider of innovative solutions aimed at enhancing competitiveness and sustainability across various industries, focusing on reducing friction in rotating equipment [9] - The company emphasizes the integration of emerging technologies such as AI, digitalization, and sustainability into its operations to drive efficiency and meet customer demands [11][17] - SKF aims to decarbonize its operations by 2030 and achieve net-zero emissions in its supply chain by 2050, highlighting its commitment to sustainability [36][39] Summary by Sections Company Overview - SKF, founded in 1907, operates in around 40 different industries across 130 countries, providing products and services that improve rotating equipment performance and reduce environmental impact [9] - The company focuses on intelligent solutions that leverage data and AI to predict and prevent failures [9] Technology Strategy - The Chief Technology Officer (CTO) of SKF is responsible for defining the technology strategy and driving digital transformation, with a focus on innovation and collaboration [10] - Key technology trends include digitalization, AI, and sustainability, which are essential for maintaining competitiveness in a rapidly changing business environment [11][13] AI and Emerging Technologies - SKF is actively integrating AI and generative AI into its operations, enhancing predictive maintenance, quality control, and customer service automation [22][23] - The company recognizes the importance of high-quality data as a foundation for effective AI models and is investing in data management practices [25][27] Sustainability Initiatives - SKF is committed to developing energy-efficient products and circular business models, which are increasingly demanded by customers [17][19] - The company utilizes technology to optimize operations and reduce its environmental footprint, supporting its sustainability goals [38] Collaboration and Innovation - SKF collaborates with startups and academic institutions to enhance its innovation pipeline and explore cutting-edge solutions [20] - The company has launched initiatives to upskill employees in AI and foster a culture of innovation [28][29] Manufacturing and Cybersecurity - Advanced technologies such as AI, IoT, and robotics are transforming manufacturing processes, enabling predictive maintenance and quality assurance [30][32] - Cybersecurity is critical for SKF, especially with the convergence of information technology and operational technology [32]

Investment Rating - The report indicates a strong emphasis on the transformation of customer service through artificial intelligence, suggesting a positive investment outlook for companies adopting these technologies [8][13]. Core Insights - The report highlights that organizations are struggling to meet the increasing expectations of customer service, with 79% of organizations finding it challenging to achieve these standards [7]. - Generative AI is identified as a disruptive force that can significantly enhance customer service operations, with 85% of organizations either seeing or expecting improvements in first contact resolution through AI solutions [10]. - There is a notable gap in readiness for AI adoption, with only 49% of organizations feeling prepared for AI-driven customer service transformations [24]. Summary by Sections Customer Service Transformation - The report emphasizes the urgent need for comprehensive reform in customer service to meet evolving consumer expectations [1]. - A significant portion of consumers (45%) express dissatisfaction with current customer service levels [2]. AI Integration - Generative AI is positioned as a key driver for transformation, with 82% of agents agreeing that it will enrich their roles and reduce overall workload [11]. - Organizations are encouraged to embrace new paradigms and define how human and AI teams will collaborate effectively [16]. Operational Efficiency - The report notes that 65% of organizations report low operational efficiency in their customer service functions [4]. - A focus on end-to-end customer experience and the integration of AI with existing systems is recommended to enhance performance [18][19]. Organizational Readiness - High-level executives identify cultural mismatches and fragmented IT systems as critical barriers to successful transformation [24]. - Continuous improvement and the establishment of new key performance indicators (KPIs) are essential for evaluating the impact of AI on customer service [21].

Core Insights - The report emphasizes the transformative impact of artificial intelligence (AI) and generative AI on customer service, highlighting the need for comprehensive reform in this area [1][8] - Organizations are struggling to meet the rising expectations of customer service, with only 45% of consumers expressing satisfaction with their service experiences [2][3][7] - A significant portion of organizations (65%) report low operational efficiency, indicating a pressing need for improvement [4][7] Customer Service Function - The report indicates that 49% of organizations consider themselves unprepared for AI-driven customer service, calling for critical organizational changes and technological interventions [24] - High-level executives identify cultural mismatches, poor interdepartmental coordination, and fragmented IT systems as key barriers to transformation [24] AI Implementation Strategies - Organizations are encouraged to embrace new paradigms by defining roles and tasks for collaborative AI agents and human teams [16] - The report suggests a focus on end-to-end customer experience and the gradual deployment of AI agents, integrating cloud-based services with CRM and data platforms [18][19] - Continuous improvement is essential, with recommendations to define new key performance indicators (KPIs) and assess the impact of AI on service effectiveness [21]

Group 1 - The report emphasizes the exponential growth of technology reliance since the establishment of TechnoVision, highlighting its integral role in business operations and collaboration [2] - TechnoVision aims to facilitate discussions around technology in business, showcasing 37 technology trends through an accessible framework contributed by top experts [2][3] - The application of TechnoVision can inspire creative thinking and open dialogues among colleagues, clients, and stakeholders, shaping discussions about future opportunities [4][6] Group 2 - The report introduces Olivia, a digital assistant powered by generative AI, designed to provide customized answers to complex business and strategic questions, making it a user-friendly interface for engaging with technology [9][10] - Olivia is adaptable across various industries, capable of connecting to stock systems and CRM, thereby enhancing operational efficiency [11][12] - The TechnoVision card game is presented as a tool for creating technology stories that address business challenges and opportunities, suitable for team-building and workshops [15][16] Group 3 - The report discusses the concept of a digital picture, a methodology used to accurately depict an organization's technological business status by comparing expectations with reality from various stakeholders [41][42] - The repositioning of existing development projects and operational applications is recommended to enhance their technological business orientation, ensuring past investments are not wasted [48][49] - Storytelling using TechnoVision is encouraged to structure and enrich narratives about technology in business, aiding in the understanding of digital transformation [52][53]

Investment Rating - The report indicates a strong ambition among telcos to transform into telecom techcos, with 80% aiming for this transition within the next three to five years, driven by the need to overcome stagnant revenues and improve efficiency [3][46]. Core Insights - The core of the transformation involves autonomous cloud network platforms, which leverage cloud-native technologies, automation, and AI to unlock new revenue streams such as AI-driven services and network APIs [3][52]. - Despite the potential, progress is slow, with only 28% of telcos expecting to achieve high autonomous network maturity within three years, highlighting a reliance on non-cloud-native architectures [3][60]. Summary by Sections Executive Summary - 80% of telcos are pursuing a telecom techco vision within three to five years, primarily to address stagnant revenues and improve efficiency [3]. - Autonomous cloud network platforms are central to this shift, enabling new revenue streams [3][52]. - Only 28% of telcos expect to reach high maturity in autonomous networks within three years [3][60]. Recommendations 1. **Link Network Modernisation to Telecom Techco Strategy** - 82% of telcos aim to embody the telecom techco model within three to five years, driven by the need to improve financial performance [46]. - The top 160 listed telcos saw a 32% decline in market capitalisation from 2019 to 2023, while leading tech companies grew by 75% [8]. 2. **Pursue AI and Automation Use Cases** - Automation and AI are projected to generate financial benefits equivalent to 5% of telco revenues [10]. - The majority of telcos prioritize implementing AI/ML and automation in the next 12-18 months [10][70]. 3. **Leverage Open Source** - 92% of telcos report a maturity level of 2 or below in autonomous networks, indicating a need for open-source solutions to overcome vendor dependency [15][96]. - Telcos with high open-source adoption are 57% more likely to implement advanced cloudified network architectures [16][101]. Challenges - Significant challenges include unclear business cases, performance gaps in cloud-native stacks, and a lack of management orchestration tools [5][43]. - 94% of telcos have not implemented open RAN, indicating a slow adoption of innovative solutions [15][68]. Market Context - The report highlights that telcos are at risk of not reaching the maturity levels expected of a telecom techco, with 92% still at low maturity levels [60]. - The financial performance gap between traditional telcos and leading tech companies underscores the urgency for transformation [50][51].

Investment Rating - The report does not explicitly state an investment rating for the industry Core Insights - Electrification is a cornerstone for future strategies in the Aerospace & Defense industry, aiming to lead the sustainable aviation revolution [6] - The demand for sustainability, regulatory pressure, and advancing technologies are driving the transformation of propulsion systems in the industry [7] - Key players are investing in hybrid-electric, full-electric, and hydrogen-powered aircraft to meet net-zero emissions goals [7] Summary by Sections Introduction - The report emphasizes the importance of electrification in achieving sustainable aviation [5][6] Industry Innovation Impact Insights - Electrification is transforming the Aerospace & Defense industry, with a focus on sustainability and regulatory compliance [7] - Strategic challenges include battery technology, infrastructure development, and scalability [8] A&D Innovation Insights - Partnerships between OEMs, tech companies, and governments are crucial for accelerating innovation in electric aviation [9] - Key innovations include energy storage, hybrid-electric solutions, hydrogen fuel cells, and AI-enabled propulsion systems [10] Startups to Lookout For - Notable startups include Aerovy, Hypersonix, and Eviation Alice, which are pioneering innovations in electric aviation and propulsion systems [69][70] Future of Aircraft Electrification - The report discusses potential future developments such as modular aircraft propulsion systems and battery leasing models [73][74] - Regulatory innovations like geo-fenced electric-only air corridors could promote the adoption of electric aircraft [75][76]

Investment Rating - The report emphasizes the critical need for investment in AI and quantum technologies to enhance defense capabilities and secure Europe's strategic autonomy [2][17][20]. Core Insights - The integration of AI and post-quantum cryptography (PQC) is essential for safeguarding Europe's security in a rapidly evolving technological landscape [10][19][20]. - The report highlights the transformative impact of AI on military operations, decision-making, and crisis management, while also addressing the vulnerabilities introduced by these technologies [18][32][34]. - The urgency of adopting PQC is underscored, as quantum computing poses significant threats to current encryption methods, necessitating a proactive approach to secure communications [19][34][86]. Summary of Recommendations - **Accelerate Innovation and Integration**: Emphasize a balanced approach to testing emerging technologies, adapt procurement procedures to align with rapid development cycles, and utilize high-quality synthetic data for AI training [21][25][130]. - **Strengthen Technological Sovereignty**: Increase domestic production of critical components to reduce dependencies, centralize expertise through an EU agency, and enhance training for the defense workforce [22][24][137]. - **Enhance Trust and Interoperability**: Develop a transatlantic common data strategy for AI training data sharing, establish ethical guidelines for AI and quantum technologies, and create a robust framework for AI development and management [23][28][142]. Global Trends in AI R&D - The United States leads in AI research and development funding, with significant investments from the Department of Defense increasing from $190 million in 2022 to $557 million in 2023 [72][73]. - China aims for global AI dominance by 2030, with a market size of 578.4 billion RMB and a growth rate of 13.9% in 2023 [73][74]. - The European Union is increasing investments in AI through the European Defense Fund, supporting initiatives like AI-enabled drones and military 5G networks [77][78]. Shaping Security for the Quantum Age - The report identifies PQC as a key measure for securing digital infrastructure against quantum threats, emphasizing the need for immediate adoption to protect sensitive communications [80][86]. - Quantum computing is expected to revolutionize various sectors, but its military applications remain speculative and require further research and development [85][87]. Conclusion - The report concludes that the future of European security hinges on mastering transformative technologies like AI and quantum innovations, necessitating a holistic approach to integrate these advancements into defense strategies [146][148].

Investment Rating - The report does not explicitly provide an investment rating for the industry Core Insights - The report identifies key trends in the financial services industry for 2025, focusing on the impact of digital transformation, regulatory changes, and evolving customer expectations Summary by Sections Wealth Management - Seamless digital experiences are driving wealth companies towards digitalization [12] - Integration of services to create a seamless customer experience is essential [12] - AI enables hyper-personalized advisory strategies [12] Retail Banking - A focus on multi-channel customer journeys enhances overall experience [12] - Financial literacy and personal budgeting applications are improving customer confidence [12] - Next-generation banking targets younger demographics to ensure long-term customer relationships [12] Payments - Instant payment adoption is rapidly increasing, projected to grow from 16% of global payment transactions in 2023 to 22% by 2028 [33] - Digital wallets are expected to account for 49% of global transaction value by 2027 [33] - Cross-border payment corridors are enhancing efficiency and speed for businesses [54] Capital Markets - Organizations are digitizing KYC processes to reduce compliance costs and enhance customer experience [15] - The market landscape is shifting towards passive investment and the growth of retail investors [15] Sustainability - Financial institutions are increasingly incorporating ESG risk factors into their investment strategies [15] - The demand for sustainable products is reshaping the financial landscape [15] Operational Resilience - Regulatory bodies are prioritizing operational resilience to foster trust in a cashless future [76] - Organizations are focusing on mastering their capital strategies amid global uncertainties [15] Cloud-Based Solutions - The adoption of cloud-native payment hubs is streamlining payment processes and enhancing operational efficiency [61][62] - Cloud-based payment processing helps organizations adapt to regulatory changes and innovate rapidly [61][62] Multi-Rail Payment Strategies - Multi-rail payment strategies are enhancing flexibility and providing various payment options through a single interface [67][68] - The approach aims to capture a total addressable market of approximately $235 trillion [69]