House with solid fill Capgemini Financial Services Top Trends 2025 Lending and Leasing A qr code with black squares Description automatically generated Explore Top Trends 2025 Explore Top Trends 2025 January 2025 RESEARCH INSTITUTE The Capgemini FS Top Trends 2025 span three broad themes House with solid fill Customer First Enterprise Management Transforming customer experience focusing on omnichannel interactions and the value of products and services Revamping processes, teams, solutions, and operations t ...

House with solid fill Capgemini Financial Services Top Trends 2025 Wealth Management A qr code with black squares Description automatically generated Explore Top Trends 2025 Explore Top Trends 2025 January 2025 RESEARCH INSTITUTE The Capgemini FS Top Trends 2025 span three broad themes House with solid fill Transforming customer experience focusing on omnichannel interactions and the value of products and services Customer First Enterprise Management Revamping processes, teams, solutions, and operations to ...

Industry Investment Rating - The report does not explicitly provide an overall industry investment rating, but it highlights significant trends and opportunities in the retail banking sector that could influence investment decisions [1][4][5] Core Report Viewpoints - The report identifies three broad themes for 2025: Customer First, Enterprise Management, and Intelligent Industry, focusing on transforming customer experience, operational efficiency, and leveraging modern digital solutions [3][4][5] - Retail banking trends emphasize omnichannel experiences, financial literacy, operational resilience, and AI-driven efficiency gains [6][11][12][42][74] Retail Banking Trends Customer First - Omnichannel experience: Retail banks are enhancing customer journeys across digital platforms, contact centers, and branches to create seamless interactions [11][18][20] - Financial literacy: Banks are leveraging apps and educational programs to boost customer confidence and promote financial inclusion [24][27][29] - Next-gen banking: Retail banks are targeting younger customers with tailored services to secure long-term growth [32][35][36] Enterprise Management - Operational resilience: Digital operational resilience is critical for regulatory compliance, with banks investing in cybersecurity and IT security measures [42][45][46] - RegTech for compliance: Intelligent RegTech solutions are reducing compliance costs and timelines, helping banks manage escalating risks [52][55][56] - Deposit growth: Deposit growth remains a priority, with banks focusing on lowering funding costs and targeting specific customer segments [59][62][63] Intelligent Industry - AI for efficiency gains: Artificial intelligence is driving productivity by reimagining customer and employee journeys, with banks investing in AI-powered tools [74][77][78] - ESG product strategy: Banks are implementing intelligent ESG product strategies to meet regulatory demands and customer expectations [82][85][86] - Leveraging open finance: Open finance regulations are enabling banks to develop a 360-degree customer footprint, improving data access and personalized services [92][95][96] Case Studies and Examples - RBC Royal Bank and NatWest are examples of banks implementing omnichannel strategies to enhance customer experience [21] - Chase and Regions Bank are expanding financial literacy initiatives to underserved communities [30] - Barclays and Arab National Bank are enhancing digital security and operational resilience through strategic partnerships [50] - J P Morgan Chase and Commonwealth Bank are leveraging AI to boost employee productivity and loan processing efficiency [80] - Bank of Ireland and NatWest are integrating ESG data into their product offerings to meet sustainability goals [89][90]

Industry Investment Rating - The report does not explicitly provide an investment rating for the industry [1][2][3] Core Viewpoints - The Capgemini FS Top Trends 2025 report highlights three broad themes for the insurance sector: Customer First, Enterprise Management, and Intelligent Industry [5][7] - These themes focus on transforming customer experience, revamping enterprise processes, and leveraging modern digital solutions to enhance the value chain [7] Customer First - Insurers are focusing on omnichannel interactions and enhancing the value of products and services to improve customer experience [7] - Customer centricity is a key focus, with carriers rebuilding experiences and journeys around customers to maximize win rates, cross-sell, and up-sell opportunities [9] - Modern experiences are being revamped to increase engagement, win rates, and retention, with 55% of policyholders dissatisfied with claims and surrenders [21] - Gen AI is expected to revolutionize life insurance, with 73% of North American life insurers and 55% of EMEA life and health insurers ranking servicing and operations as a top-three impact area [21] Enterprise Management - Insurers are investing in cutting-edge underwriting platforms and high-speed pricing capabilities to stay competitive [9] - Legacy modernization is a priority, with 52% of life insurers facing challenges due to outdated technology [70] - Cloud-based CRM platforms are enabling personalized, multi-channel communications and improving operational efficiency [70] - Retention strategies are being developed to respond to changing customer behavior and economic landscapes, with 72% of consumers reporting significant impacts from high inflation [78] Intelligent Industry - Insurers are leveraging modern solutions to deliver end-to-end digital experiences, transforming the value chain from design to delivery [7] - Fortified security measures are being implemented to protect against data breaches and build trust, with 70% of financial services organizations reporting challenges in protecting customer data [85] - Claims processes are being enhanced with empathetic and intelligent investments to improve beneficiary experience and encourage reinvestment [92] - Advanced analytics and AI are being used to analyze claims data, minimize fraud-related losses, and streamline genuine claims [92] Life Insurance Trends - Life insurers are designing flexible, life goal-based products for younger consumers to drive the next wave of revenue [46] - Non-insurance services tailored for the silver economy are enhancing customer lifetime value, with 44% of affluent customers aged 50+ expecting such offerings [37] - Simplified onboarding processes are being developed using AI, Gen AI, and automated risk assessments to provide low-touch and personalized experiences [62] Sustainability - Sustainable product opportunities are growing, with innovative and eco-friendly debt instruments and insurance products gaining traction [10] - Financial institutions are incorporating ESG risk factors into their investment strategies and risk management processes [10] - Industrialized climate risk modeling is intensifying, with institutions assessing, managing, and disclosing climate-related risks to stakeholders [10]

Industry Investment Rating - The report does not explicitly provide an overall industry investment rating, but it highlights significant trends and opportunities across various sub-domains within the financial services sector, particularly in banking, capital markets, and sustainability [7][8][9] Core Report Viewpoints - The report identifies three broad themes driving the financial services industry: **Customer First**, **Enterprise Management**, and **Intelligent Industry**, focusing on transforming customer experience, operational efficiency, and leveraging modern technologies [5][7][8] - Key trends include the adoption of **Generative AI**, **DLT & tokenization**, **sustainable finance**, and **modernized resilient platforms** to enhance efficiency, compliance, and customer satisfaction [7][8][63][71] Banking Sector Trends Wealth Management - **Seamless digital experience**: Wealth firms are consolidating services on digital platforms to create seamless customer experiences [7] - **Hyper-personalized advisory**: AI enables tailored investment advice strategies, catering to high-net-worth individuals (HNWIs) across generations [7] - **Real-world asset tokenization**: Blockchain-powered tokens improve liquidity and access to assets [7] Retail Banking - **Omnichannel experience**: Retail banks are enhancing customer journeys across digital platforms, contact centers, and branches [7] - **Financial literacy**: Apps promoting financial literacy and personal budgeting are boosting customer confidence and inclusion [7] - **Next-gen banking**: Banks are targeting younger customers to secure long-term growth [7] Payments - **Open finance**: Regulators are improving financial data access, enabling growth in open-finance-based use cases [7] - **Instant payment adoption**: Instant payment rails are replacing checks and debit cards, while mobile wallets dominate [7] - **Cross-border payments**: Multi-territory instant payment corridors are revolutionizing cross-border transactions [7] Capital Markets Trends Key Drivers - **Perpetual KYC revolution**: Digitizing and automating KYC processes to reduce compliance costs and enhance customer experience [9][13] - **Accelerating sustainable lending**: Banks are leveraging green lending and sustainable finance as growth engines [20][23] - **Changing investment landscape**: Organizations are adapting to passive investing, retail investor growth, and geopolitical forces [31][34] Technology and Innovation - **DLT & tokenization**: Increased integration of distributed ledger technology and tokenization is transforming financial services [63][65] - **Generative AI**: Capital markets organizations are using Gen AI for actionable insights, efficiencies, and differentiation [71][74] - **Modernized resilient platforms**: Legacy system limitations are driving firms to modernize core systems for scalability and resilience [55][57] Sustainability Trends Sustainable Finance - **Green asset financing**: The need for sustainability is reshaping the investment landscape, with banks focusing on green lending and ESG-compliant products [8][20] - **Decarbonization of portfolios**: Stakeholders are prioritizing low-carbon investments to reduce carbon footprints [8] - **ESG risk criteria**: Financial institutions are incorporating ESG factors into investment strategies and risk management [8] Regulatory and Operational Shifts - **Increased regulation**: Enhanced regulatory frameworks are reshaping corporate accountability through rigorous ESG standards [8] - **Industrialized climate risk modeling**: Financial institutions are intensifying efforts to assess and disclose climate-related risks [8] Case Studies and Examples - **JPMorgan Chase**: Enhanced KYC operations through AI, aiming to process 230,000 KYC files by 2025 with 20% fewer staff [18] - **Barclays**: Committed to financing USD 1 trillion of sustainable financing by 2030, launching green bonds and climate advisory services [29] - **Euroclear**: Modernizing its settlement system, CREST, to enhance operational resilience and client value [58] Future Outlook - **Global accelerated settlement**: The drive for a global T+1 settlement cycle continues, with the UK and EU pushing forward with plans [81][84] - **Transaction reporting optimization**: Firms are focusing on efficiency and control following recent regulatory rewrites [92][95]

House with solid fill Capgemini Financial Services Top Trends 2025 Health Insurance A qr code with black squares Description automatically generated Explore Top Trends 2025 Explore Top Trends 2025 January 2025 RESEARCH INSTITUTE The Capgemini FS Top Trends 2025 span three broad themes House with solid fill Customer First Transforming customer experience focusing on omnichannel interactions and the value of products and services Enterprise Management Revamping processes, teams, solutions, and operations to r ...

Industry Investment Rating - The report does not explicitly provide an overall industry investment rating, but it highlights significant trends and opportunities in the Property and Casualty (P&C) Insurance sector for 2025 [2][4] Core Themes - The report identifies three broad themes for 2025: **Customer First**, **Enterprise Management**, and **Intelligent Industry** [4][6][7][8] - **Customer First**: Focus on transforming customer experience through omnichannel interactions and personalized products [6] - **Enterprise Management**: Revamping processes and operations to improve agility and cost efficiency [7] - **Intelligent Industry**: Leveraging modern digital solutions to transform the value chain from design to delivery [8] P&C Insurance Trends - **Customer Centricity**: Insurers are rebuilding customer experiences to maximize win rates, cross-sell, and up-sell opportunities [9][13] - **Policies in Force**: Personal line leaders are prioritizing growing policies in force over re-underwriting the book [9][17] - **Underwriting Workbenches**: Commercial line insurers are investing in advanced underwriting platforms for competitive advantage [9][36] - **High-Speed Pricing**: Insurers are building capabilities for rapid recalibration of risk models and pricing to keep up with market changes [9][44] - **Cost Take-Out**: Insurers are shifting operating models and technology strategies to achieve scaled efficiencies [9][55] - **Broker and Agent Engagement**: Carriers are driving distribution partner engagement through simple, fast, and easy experiences [9][62] - **Process Revolution**: AI and Gen AI are streamlining processes across the value chain [9][71] - **Strengthened Security**: Insurers are investing in security capabilities to protect against massive breaches [9][79] - **Value from Data**: Data estate renovations are making the right information available across the value chain [9][87] - **Niche Market Innovation**: Carriers are exploring innovative offers in cyber, pet, parametric, and other small markets [9][95] Health Insurance Trends - **Personalization through Partnerships**: Collaborations with hospitals and tech companies are helping insurers develop personalized care plans [9] - **Expanded Coverage**: Alternative care delivery is widening to include behavioral, virtual, specialty, and home health [9] - **Legacy Modernization**: Rising healthcare costs are driving insurers to digitize core systems for accessibility and affordability [9] Life Insurance Trends - **Modern Experiences**: Insurers are revamping customer experiences with modern capabilities to increase engagement and retention [10] - **Non-Insurance Services**: Value-added services for the silver economy are enhancing customer lifetime value [10] - **Advisory Capabilities**: Intelligent technologies are helping agents and brokers assess clients and personalize recommendations [10] Sustainability Trends - **Sustainable Product Opportunities**: Growth in eco-friendly debt instruments and insurance products is being observed [10] - **ESG Risk Criteria**: Financial institutions are increasingly incorporating ESG risk factors into investment strategies [10] - **Decarbonization of Portfolios**: Stakeholders are prioritizing low-carbon investments to reduce carbon footprints [10] Key Data Points - **Telematics Adoption**: 72% of commercial insurers offer or plan to offer telematics-based products [46] - **Natural Disaster Losses**: Economic losses from natural disasters reached USD 280 billion in 2023, with insured losses at USD 108 billion [46] - **Cyber Insurance Growth**: Expected to grow from USD 14 billion in 2023 to USD 29 billion by 2027 [97] - **Parametric Insurance Growth**: Projected to reach USD 29.3 billion by 2031, up from USD 11.7 billion in 2021 [97] - **Pet Insurance Growth**: Estimated to grow at a 14% CAGR from 2023 to 2030, reaching USD 18 billion [97] Case Studies - **State Farm**: Added an Accident Assistance feature to its Drive Safe & Save app, enhancing customer satisfaction [24] - **Zurich UK**: Reduced claim time to ~13 minutes and drove a 400% customer adoption growth through video and WhatsApp messaging services [24] - **Markel UK**: Partnered with Cytora to digitize underwriting processes, reducing quote turnaround time from one day to two hours [42] - **Aviva**: Partnered with hyperexponential to implement the hx Renew pricing platform, cutting build time by 75% [49] - **Allstate**: Adopted a cloud-first approach, cutting claim filing time from four minutes to 43 seconds [91]

House with solid fill Capgemini Financial Services Top Trends 2025 Payments Explore Top Trends 2025 Explore Top Trends 2025 January 2025 RESEARCH INSTITUTE A qr code with black squares Description automatically generated | Wealth Management | Retail Banking | Payments | | --- | --- | --- | | Seamless digital experience: Wealth firms power up digital | Omnichannel experience: Omnichannel customer journeys boost | Open finance: Open-finance-based use cases will grow as regulators | | platforms to consolidate ...

Empowering banking customers' signature moments How financial institutions can support key life events In brief • There's a disconnect in banking – what customers want often differs from what their retail financial institutions provide. • Understanding the significance of life events and using this knowledge effectively opens a door to new opportunities. • In multiple ways, big and small, retail financial institutions can earn trust and loyalty. Retail financial institutions (FIs) today recognize the need f ...

Gener(AI)ting the future Gener(AI)ting the future Quarterly review N°9 — 2024 Generative AI today is at the threshold of an outburst of creative exuberance. The cover for this edition of Conversations for Tomorrow represents the myriad possibilities that arise at the intersection of light and shadow – not too dissimilar to the possibilities that generative AI creates. At the same time, it also highlights fleeting patterns and dark spots which one must bear in mind as they move forward. The content and desig ...