The growing role of artificial intelligence (AI), ecosystem power plays, open talent marketplaces, human-centered design and charting new territory—these are the trends financial services (FS) organizations must leverage over the next three years to maintain competitiveness

In my previous blog post in this series, I introduced the main themes of the Accenture Technology Vision 2017 as they apply to FS organizations. In this post, I want to look more closely at the five trends that will drive new approaches among firms to reposition themselves in emerging digital ecosystems.

AI IS THE NEW UI

AI is making every interface both simple and smart—and setting a high bar for how future interactions will work.

  • 79 percent of banking and insurance executives believe that AI will revolutionize the way they gain information from, and interact with, customers.
  • More than 70 percent of bankers and insurance executives believe that AI is capable of becoming the face of their organization or brand.
  • Insurance organizations are planning extensive AI investments in machine learning (37 percent), embedded AI solutions (41 percent), and natural language processing (31 percent).

ECOSYSTEM POWER PLAYS

FS organizations are starting to integrate their core business functions with third parties and their platforms. These relationships are helping leading organizations establish new roles in digital ecosystems and unlock their next waves of strategic growth.

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

WORKFORCE MARKETPLACE

Digital insurance leaders are beginning to reinvent their workforces, replacing legacy models and hierarchies with open talent marketplaces. The resulting on-demand enterprises will enable rapid innovation and facilitate the organizational changes needed for digital transformation.

  • More than 78 percent of insurers and bankers agree that organizations that successfully integrate a liquid workforce into their business model will gain a significant competitive advantage through innovation.

DESIGN FOR HUMANS

The new frontier of digital financial services experiences is technology designed specifically for individual human behavior. This shift is transforming traditional personalized relationships into something more valuable: partnerships. 

  • More than 80 percent of FS respondents 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.

THE UNCHARTED

FS providers are not just creating new products and services; they’re shaping new digital industries. Industry regulation is not keeping pace. To fulfil their digital ambitions, FS organizations must help shape the new rules of the game.

  • 53 percent of respondents believe that those that help to define a new digital industry will gain freedom to innovate.

I’ll be delving into these trends in more detail in the weeks to come.

Meantime, the Accenture Technology Vision 2017 for Insurance and Banking reports are packed with ideas about how the next wave of disruption will change these markets.

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