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TECHNOLOGY FOR PEOPLE
Digital disruption is taking a new
direction with people now shaping
technology to fit our need. By amplifying
people and putting the power into their
hands, banks can deepen their role in
consumers’ lives, and firmly establish
their place as partners in the new
digital economy.

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OVERVIEW
WORK
FORCE
MARKET
PLACE
TREND 3
THE UN
CHARTED
TREND 5
AI IS THE
NEW UI
TREND 1
DESIGN
FOR
HUMANS
TREND 4
ECO
SYSTEM
POWER
PLAYS
TREND 2
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2017 VISION TRENDS
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HELP WRITE THE NEW
RULES OF ENGAGEMENT
OR RISK BEING
REGULATED OUT
THE UNCHARTED
BANKERS SAY:
• Industry regulations have not kept
pace with technology advancement
(66% globally, 82% in US).
• Industry regulatory environment is
outdated (61% globally, 73% in US).

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THE UNCHARTED
TAKE THE LEAD TO SHAPE
THE NEW RULES
75% of bankers agree
they have a duty to be
proactive in writing the
rules.
36% said that their
organization has joined
a tech consortium that
helps set industry rules,
while an additional 51
percent are considering
joining one.
Freedom to innovate
THOSE THAT DO EXPECT MORE:
Opportunity to develop
standards that others
follow
Expanded opportunities for
trusted partnerships

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DESIGN FOR HUMANS
CUSTOMER JOURNEYS NOW
RUN INSIDE AND OUTSIDE
THE BANK Digital banking models, such as ecosystem
platforms and channels not owned by banks,
will bring consumers from outside the sphere
of the bank’s knowledge. With these new
models, banks typically have only the financial
transaction and a fleeting moment to impress
consumers with whom they may never
connect again.

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DESIGN FOR HUMANS
• 81% of bankers agree that organizations that
truly tap into what motivates human behavior
and design the customer experience
accordingly will be the next industry leaders.
• 34% are planning extensive use of human
behavior analysis and insight to guide
customer experience design.
• 80% 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.
SURGICALLY PRECISE
DESIGN-CENTERED
THINKING
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WORKFORCE MARKETPLACE
ON-DEMAND TALENT AS A
TRUE BANKING INNOVATION
Create an agile workforce to access sought-after skills, knowledge and experience
as-needed for more flexible ways of working.
16% of their workforce are
independent freelance
workers.
24% say their organization
is already tapping on-
demand labor platforms
broadly across the
organization.
29% expect their
organization’s use
of these workers to
increase more than 51%
over the next year.
81% agree that organizations
that successfully integrate a
liquid workforce into their
business model will gain
a significant competitive
advantage through innovation.

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Unleash the Power of Us
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PLATFORMS ARE THE TIES THAT BIND BANK
PEOPLE, PARTNERS AND TECHNOLOGY.
THEY ARE WHERE MUCH OF THE
TRANSACTION BANKING OF THE FUTURE
WILL TAKE PLACE.
36% of bankers (vs. 31 percent all respondents)
believe that it is very critical to adopt a platform-
based business model and engage in
ecosystems with digital partners.
76% agree that competitive advantage will not
be determined by their organization alone, but
by the strength of their chosen partners and
ecosystems.
23% say their organization is leading one or
more digital ecosystems.
ECOSYSTEM POWER PLAYS
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AI IS THE NEW UI
Artificial intelligence (AI) in banking is
not new. Banks are already using AI in
heavily-manual processes for accuracy,
efficiency, speed and cost benefits.
What is new, however, is the move of AI
beyond process to interaction.
READYING FOR
BANKING’S SHIFT
FROM MOBILE-FIRST
TO AI-FIRST
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• 79% agree that AI will revolutionize the way
they gain information from and interact with
customers.
• 29% believe it is extremely important to offer
their products/services through centralized
platforms/assistants or messaging bots.
• 76% believe that in the next three years, the
majority of organizations in banking will deploy
AI interfaces as their primary point for
interacting with customers.
• 71% believe that AI is capable of becoming the
face of their organization or brand.
BANKERS
GET AI
AI IS THE NEW UI
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TECH VISION SURVEY OVERVIEW
SURVEYED
Argentina
Australia
Austria
Brazil
Chile
China
Denmark
Finland
France
Germany
India
Indonesia
Ireland
Italy
Japan
Malaysia
Norway
Portugal
Qatar
Russia
Saudi Arabia
Singapore
South Africa
Spain
Switzerland
Thailand
Turkey
Uae
United Kingdom
United States

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THANK YOU
#TECHVISION2017
www.accenture.com/bankingtechvision
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