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1、World Report Series 2025Cloud in Financial ServicesPropel top-line growth with your cloud journeyFast-track efficiency,innovation,and superior CXForeword 3 Executive steering committee 4Executive summary 5 Embrace cloud challenges and opportunities to enhance business outcomes 6 Accelerate efficienc

2、y and innovation for a predictable cloud journey 14 Boost customer centricity with a data-driven,cloud-focused approach 26 Conclusion 31 Methodology 32 Partner with Capgemini 33Contents2World Cloud Report-Financial Services 2025ForewordThe financial services industry is at a defining moment.While te

3、chnology adoption surges,traditional operational models struggle to meet evolving customer expectations and regulatory demands.Security breaches,data privacy concerns,and rising costs are all disrupting long-held strategies.A bold,cloud-first approach offers solutions.But based on interviews with gl

4、obal financial services leaders,our research reveals a clear divide:traditional firms see cloud primarily as a cost-saving measure,while innovative disruptors leverage it to redefine their businesses.Now is the time for all financial services organizations to transform and Capgeminis World Cloud Rep

5、ort-Financial Services 2025 outlines the building blocks of a successful cloud strategy.Weve analyzed the practices of industry leaders and distilled actionable insights for financial institutions.Key takeaways include:Embrace cloud nativity:Design and build applications natively for the cloud to ma

6、ximize agility and scalability.Strengthen AI and Gen AI foundation:Establish a cloud first approach for maximizing business value with AI and Gen-AI adoption.Attract top talent:Invest in cloud-skilled professionals to drive innovation and overcome technical challenges.Foster a culture of innovation:

7、Encourage experimentation,risk taking,and continuous learning to stay ahead of the curve.Partner with ecosystem players:Collaborate with technology providers and FinTech startups to accelerate development and broaden access to cutting-edge solutions.Harness data for competitive advantage:Leverage pr

8、edictive analytics,artificial intelligence,and other advanced technologies to gain deeper customer insights and personalize customer experience.Financial services organizations that adopt a data-driven,cloud-focused,and customer-centric approach can improve operational efficiency through streamlined

9、 processes,reduced costs,and enhanced scalability.As a result,they can also accelerate business through new products and services,enter new markets,and boost customer satisfaction.Cloud drives innovation as financial services firms leverage Gen AI and automation to personalize customer experiences a

10、nd stay ahead of competitors.We believe cloud adoption is a journey,not simply a destination.Join us as we explore how financial services organizations can harness the power of cloud transformation to achieve strategic goals and unlock unprecedented business value.Ravinder Khokhar Financial Services

11、-Global Head of CloudCapgeminiWorld Cloud Report-Financial Services 20253Roberto McQuattieGlobal Chief Transformation Officer Crawford&CompanyMichael Chan Director,IT Infrastructure and Cloud Gore MutualDennis M Tangonan Chief Information Officer Security Bank CorporationJrgen Olofsson Chief Informa

12、tion OfficerEuroclear SwedenArcady Lapiro Founder and Chief Executive OfficerAgora Financial TechnologiesGareth Richardson Chief Operating OfficerThought MachineAnand Jayaraman Global Head,Technology Platform Strategy and Enterprise ArchitectureSwiftRomeo AlvarezSVP,Cloud Platform TechnologySynchron

13、yExecutive Steering CommitteeTop executives from banking,payments,insurance,and technology made up the Executive Steering Committee for the World Cloud Report-Financial Services 2025.We are grateful for their time,experience,and vision in helping to steer report content.Committee membership represen

14、ts the Americas,Europe,and Asia Pacific to ensure a mix of global perspectives and experiences.BankingPaymentsInsuranceTech Players4World Cloud Report-Financial Services 2025Executive summaryThe financial services industry faces a volatile landscape filled with evolving risks,tightening regulations,

15、and shifting customer demands.As a result,bank and insurance executives are quickly moving to digitize operations,which is critical to maintaining strong customer connections and staying ahead.Cloud technology offers a powerful solution to streamline processes,foster innovation,and unlock new revenu

16、e streams.Embrace cloud challenges and opportunities to enhance business outcomesBanks and insurers are increasingly adopting cloud solutions.We noted a nearly 26%increase in cloud-related terms in financial services(FS)annual reports between 2020-2023.However,firms face roadblocks in maximizing clo

17、ud value as operational challenges influence C-level decision-makers and so can slow cloud transformation initiatives and investment.These difficulties often include data collection and management efficiencies,cyber security concerns,regulatory complexities,cloud transition,and FinOps issues.Ineffic

18、ient cloud cost management,a lift-and-shift migration strategy,and rapid application scaling also prevent financial services firms from maximizing cloud investment value.Internal challenges and external factors such as Broadcoms Q4 2023 acquisition of VMware have impacted the FS cloud computing land

19、scape,resulting in cost increases and complexity in managing cloud infrastructure.As a result,traditional banks and insurers continue to use cloud primarily to drive operational efficiency.Meanwhile,new-age FinTechs and InsurTechs are leveraging cloud benefits to deliver on their innovation goals.Ac

20、celerate efficiency and innovation for a predictable cloud journeyCloud-centric transformation can help FS firms navigate operational challenges,improve efficiency,and maximize cloud value by opening doors to innovative revenue drivers.Our research and analysis identified focus areas for financial f

21、irms to optimize cloud use:Transformation vision:It is essential to evolve the mindset from a lift-and-shift mentality to a cloud-native mentality by mapping the journey,fostering a culture of innovation,upskilling employees,and building scalable platforms to integrate data and support a robust,data

22、-driven,cloud-based technology foundation.Ecosystem:Identifying the right partners,such as hyperscalers,supplemental technology providers,and FinTechs and InsurTechs,will help FS firms innovate through enhanced data insights,collaborative research and development,and accelerated product development

23、to better support top-line growth priorities.Customer experience:Deploying cloud-powered customer experience(CX)strategies like customer relationship management(CRM)tools,omnichannel engagement,and customer data platforms can improve accessibility,visibility,and transparency,which in turn will help

24、banks and insurers delight clients.Technology and ESG:Technologies such as artificial intelligence(including generative AI),robotic process automation(RPA),and predictive analytics will help banks and insurers support their cloud priorities.Cloud will also help financial services organizations drive

25、 their sustainability agenda through better reporting and reduced use of hardware and power.Boost customer centricity with a data-driven and cloud-focused approachOur primary research found that only a few banks and insurers qualified as cloud innovators those with a well-defined vision supported by

26、 scalable platforms and mature ecosystem partnerships,and enabled by advanced technology capabilities.Innovators are data-driven,cloud-focused,and customer-centric across the value chain:they generate superior top-line results including enhanced CX,increased data monetization,better up-selling and c

27、ross-selling opportunities,and faster development of innovative products and subscription bundles.To replicate cloud innovators success,banks and insurers need a clearly defined cloud transformation roadmap,including these critical mileposts:Migrate to an appropriate cloud platform based on platform

28、 integrity,security,and compliance while using relevant data integration,processing,and analytics technologies.Leverage cloud to foster a culture of collaboration and innovation by enabling real-time sharing and iteration of ideas across teams,and by setting up innovation labs to experiment with new

29、 technology.Deliver improved top-line growth through platform-based business models and omnichannel engagement,increased data monetization through cloud analytics,expanded market reach and impact,and faster product innovation.World Cloud Report-Financial Services 20255 Embrace cloud challenges and o

30、pportunities to enhance business outcomes6World Cloud Report-Financial Services 2025 Cloud has become a building block of financial services firms business strategy,with a 25.9%increase in the mention of cloud-related terms in the annual reports of the top 40 Tier-One banking and insurance firms bet

31、ween 2020 and 2023.1 Similarly,according to Capgeminis World Cloud Report-Financial Services 2023,more and more organizations have at least one cloud platform 91%in 2023,up from only 37%of financial organizations in 2020.Expectations that cloud will help organizations drive operational efficiency an

32、d top-line innovation fuel cloud enthusiasm and adoption.However,in reality,financial services firms face numerous challenges when attempting to maximize cloud value.As part of our 2024 Financial Services Executive Survey for the World Cloud Report Financial Services across a range of expectations,f

33、ewer than 40%said they were highly satisfied with cloud outcomes broadly;including reduced operational costs(33%),enhanced scalability(27%),accelerated innovation(26%),advanced data and analytics(24%),and improved security and compliance(21%).The financial services operational landscape is complexFi

34、nancial services firms face diverse operational challenges that impact business(Figure 1):Data and security:Siloed data,inability to integrate traditional and third-party data,and apprehension about cybersecurity are roadblocks.Regulations:Compliance with complex and evolving financial regulations a

35、cross different sectors and geographies constrains operational flexibility.Cloud transition issues:Managing an effective transition from on-premises to cloud infrastructure is difficult.Technology:Inadequate tech capabilities limit operational agility and the capacity to integrate and maintain advan

36、ced tech systems.FinOps:Executives struggle to optimize cloud operational costs while maintaining financial control.These challenges directly impact C-level leaders who oversee data,compliance,operations,technology,and finance.Figure 1.FS executives identified the top challenges impacting their busi

37、nessSource:Capgemini Research Institute for Financial Services analysis,2024;Capgemini Cloud Survey of Financial Services Firms 2024(N=600)Top FS industry operational challenges,%.35%55%61%61%67%FinOpsTechnologyCloud TransitionRegulationsDataJrgen Olofsson Chief Information Officer,Euroclear SwedenF

38、inancial services firms are cautious cloud adopters mindful of data integrity,security,and regulatory issues.However cloud has vast potential to generate value and as challenges are addressed and confidence rises adoption will accelerate rapidly,with AI creating transformative potential.”World Cloud

39、 Report-Financial Services 20257Data and security challenges hamper efficiency and innovationIn todays data-rich world,different datasets are emerging from multiple sources,including financial,behavioral,social media,and lifestyle data.However,deriving meaningful insights from this data is no easy t

40、ask.Results from our Executive Survey reveal the top four data-related challenges for banks and insurers:Data integration with legacy systems:71%of banks and insurers say legacy systems impede siloed data integration.Data protection and cybersecurity:70%say protecting customer data and maintaining p

41、rivacy is difficult.Data integrity and quality:69%of executives report lackluster data quality,including incorrect and missing information.Data access:55%say accessing relevant customer and industry data is complicated,making it tricky to derive actionable insights.Accurate and clean data is essenti

42、al for implementing new efficiency and innovation use cases.Data integrity,security,and privacy are critical for effective cloud migration and unlocking value as artificial intelligence and generative AI(Gen AI)evolve.Rising cyberattacks and data breach costs complicate data management for financial

43、 services organizations(Figure 2).Arcady Lapiro Founder and CEO,Agora Financial Technologies,USAWithout cloud-based infrastructure,data is scattered across servers and software,lacking a central point for management.This outdated/legacy setup complicates integration with third-party providers and di

44、srupts optimized interactions with B2B clients and end users,as theres no middleware to unify and streamline processes.By embracing the cloud,data can be consolidated into a cohesive entity,enhancing clarity,security,and operational efficiency.”Figure 2.Cybersecurity concerns heighten data complexit

45、y for financial institutionsSource:Capgemini Research Institute for Financial Services analysis,2024,Verizon data breach investigation report 2020-2024,IBM security cost of a data breach report 2020-20245.865.855.725.975.90Number of cyberattack incidents in the financial industry1,509201920202021202

46、220232,5271,8323,348721Average data breach cost in FS Industry(USD Millions)8World Cloud Report-Financial Services 2025Anand Jayaraman Global Head,Technology platform strategy and enterprise architecture,Swift.Cloud costs can surge if egress data transfers are not monitored,as providers often charge

47、 for data leaving their network.Financial services firms should integrate data monitoring into their strategy and negotiate terms upfront to avoid unexpected expenses.Effective cost management necessitates proactive adjustments to resource usage based on current needs.”Cloud investments are not yet

48、yielding expected financial benefitsAmong recent cloud investments,approximately 30%yielded little benefit:2 as a result,two in three banks and capital markets organizations said cloud didnt help them achieve their cost savings goals.3 As cloud providers raise prices directly through rate increases

49、or indirectly by introducing new restrictions,they add cost components while reducing discounts and funding.Berlin-based cloud optimization specialist GlobalDots predicts a 13%increase in 2024 cloud costs.4 Why isnt cloud delivering the outcomes FS firms expect?Lift-and-shift approach:Organizations

50、migrated existing applications from on-premises to cloud without redesigning for cloud efficiency,leading to performance bottlenecks.Rapid scaling:Firms scaled cloud operations very fast,resulting in higher-than-anticipated costs.Complicated pricing models:Complex cloud pricing models with varying c

51、osts associated with computing,storage,data transfer,and other services require more scrutiny of pricing elements.Inefficient governance and management practice:Stringent internal governance is necessary to optimize cloud use,including utilizing reserved instances(public cloud resources committed to

52、 or purchased in advance in exchange for a reduced price),demand-based resource scaling,and the shutting down of unused resources.Regulatory pressures force rethinking of business strategiesBank scrutiny intensified in 2024.The Federal Reserve beefed up capital requirements,resolution planning,consu

53、mer compliance,and government frameworks in the United States.5 The European Central Bank(ECB)intensified European oversight of credit risk management.6 The Australian Prudential Regulation Authority(APRA)tightened supervision to bolster banks risk management practices in Australia.79World Cloud Rep

54、ort-Financial Services 2025 In payments,anti-money laundering(AML)and data protection requirements keep regulatory complexity and costs high.AML and compliance with the Payment Card Industry Data Security Standard(PCI DSS)require significant resources to balance compliance with operational efficienc

55、y and innovation.8 Europes Digital Operational Resilience Act(DORA),General Data Protection Regulation(GDPR),and Payment Services Directive 2(PSD2)require substantial investment in data security and technological upgrades.9 10 Similarly,AML(Asia Pacific Group,Financial Action Task Force)and data pro

56、tection(APPI,Japan)compliance in the Asia-Pacific region is complicated and requires sizable resource allocation.11 12 Premium regulations can catalyze insurability challenges in the property and casualty insurance space.In North America,the California Department of Insurance(CDI)regulates the premi

57、um rates in California.13 Financial Market Supervisory Authority(FINMA)regulates premium rates covering buildings against natural forces in Switzerland.14 15 In Asia Pacific,Compulsory Third Party(CTP)regulators oversee the premium rates in South Australia.16 Romeo Alvarez SVP,Cloud Platform Technol

58、ogy,Synchrony,USARegulatory overhead is a significant challenge for banks,leading to inefficiencies and wasted resources as they create departments specifically to manage paperwork.Cybersecurity is another critical issue,with expanding attack vectors and lean teams focusing on defense rather than ev

59、olution.Lastly,outdated organizational structures hinder agility and fail to align with modern,product-focused approaches.”10World Cloud Report-Financial Services 2025DORA:EUs blueprint for a digitally secure financial services sector 17 18 19 Growing digitization in financial services makes operati

60、onal resilience more crucial than ever.The European Unions Digital Operational Resilience Act(DORA)is a legislative framework to strengthen resilience against digital operational risks.Introduced in January 2023,DORA has become a cornerstone of the industrys holistic approach to digital risks.DORA i

61、s critical to protect individual firms while ensuring the overall stability of the financial system to enhance stakeholder trust.It aims to improve the operational resilience of FS firms within the European Union.The financial sector requires a resilient framework that operates without interruption

62、amid rising cyber threats and technology disruptions.DORA enforces detailed risk management for firms,incident reporting,and third-party oversight for regulators to assist with these issues.The DORA timeline for compliance is stringent.FS firms must fully execute the required measures by January 202

63、5,requiring swift action and investment in robust operational resilience frameworks.Non-compliance can result in significant penalties and reputational damage.DORA catalyzes a change-driving regulatory evolution in financial services.The digital operational resilience approach is timely as cyber thr

64、eats and technology disruptions rapidly increase.FS firms that embrace DORAs high standards can protect their interests and contribute to the overall financial system stability.Dodd-Frank Section 1033-Updated rule to give consumer greater rights,privacy,and security over their personal financial dat

65、a 20 The Consumer Financial Protection Bureau(CFPB)issued a final rule in October 2024 requiring banks,credit unions,and other financial service providers to securely and reliably make consumer data available free to individuals and authorized third parties.The update defines obligations for third p

66、arties accessing consumers data,including critical privacy protections,and promotes fair,open,and inclusive industry standards.The finalized Section 1033 ruling allows US consumers to evaluate their account relationships,switch providers that dont benefit them,and authorize third parties to access d

67、ata to provide valuable products and services they request.Increased competition can lead to innovation,attractive rates,quality service,and other benefits.Phased compliance will begin on April 1,2026.While offering the necessary scale and keeping the cost of data exchange low,cloud-native solutions

68、 can assist in implementing Section 1033 requirements.A secure cloud and API-based infrastructure can enable the development of new products and offerings in the open banking economy.11World Cloud Report-Financial Services 2025Broadcoms VMware acquisition:A game-changer for cloud infrastructure and

69、competitionVMware offers banks and insurers customizable virtualization and cloud service options,including comprehensive virtualization,flexible licensing,a vast ecosystem,and strong support.In 2023,Broadcom acquired VMware,significantly rattling the cloud computing landscape.A pivotal aspect of th

70、e acquisition is the shift in VMwares licensing model under Broadcoms stewardship,changing from perpetual to subscription-based,which,in many cases,has increased infrastructure costs for FS firms:The pricing model evolved from a per-socket mechanism to a per-accessible core mechanism,leading to high

71、er client costs in high-core environments Broadcom divided the product offering(initially available in multiple menu-style SKUs)into two bundles,so organizations seeking a single solution(post-acquisition)had to purchase a higher-cost bundle.According to many financial services executives,this chang

72、e has caused multifold cloud cost hikes for financial services organizations and left executives uncertain about strategic IT planning and investment;moreover,it heightens cloud infrastructure management complexity and disruption.VMware offers a comprehensive virtualization solution with no close co

73、mpetitors,which means banks and insurers cannot quickly leave the VMWare ecosystem because few alternate options exist with matching functionality.Understandably,banking and insurance executives remain uncertain about their next steps.Operational inefficiencies block top-line revenue growthData,secu

74、rity,cost,and regulatory challenges,combined with other market factors,can lead to:Limited data insights:Data challenges limit the availability of insights,causing wealth managers to struggle to provide personalized investment advice,creating fraud related challenges for retail banks and leading to

75、incomplete risk assessment for insurers.Inability to prioritize innovation:Skilled resources are limited,and fear of risk hinders innovation due to operational and security concerns.Risk of regulatory non-compliance:Flawed DataOps(processes that break down silos between the producers and consumers o

76、f data to make it more valuable)can spark financial reporting errors and data breaches that may violate protocols such as the Payment Card Industry Data Security Standard(PCI DSS).Brand devaluation:Data breaches negatively impact customer trust,damaging reputation and triggering possible long-term b

77、usiness growth impact.Sam Hallawell Head of Enterprise Cloud services,ANZ,AustraliaCompromised customer data due to cyberattacks can severely damage an organizations brand and reputation,erode customer trust,and dent the bottom line.”1212World Cloud Report-Financial Services 2025Challenger bank enab

78、les partner API integration with a digital core banking solution and cloud platform Business challenge A startup digital bank created a core based on SaaS products to achieve faster time to market.But first,it had to integrate its platforms,and the bank and its ecosystem partners needed secure platf

79、orm access.Business strategy and implementation The bank partnered with Capgemini to implement cloud-based“Transact for Core Banking”from Temenos to support banking and security products including an access deposit account,single and basket currency CDs,market-safe CDs,and precious metal products.Ca

80、pgemini offered strategic business advice,cloud thought leadership,and technical expertise to design and implement a secure Microsoft Azure landing zone(a cloud foundation)a modular and scalable configuration and establish connectivity with its partner ecosystem.The team integrated SaaS platforms to

81、 process ACH and SWIFT transactions,general ledger consolidation,and customer database updates.The bank leveraged cloud to rapidly build a data platform for marketing analytics.Business results The team set up the landing zone in a few sprints with VPN access for a secure,encrypted server connection

82、.A single-sign-on system enabled bank product owners and other staff to connect with Temenos to test product functionality.A secure authentication protocol let the bank approve the APIs from ecosystem partners to interact on its behalf.Event-driven and batch services efficiently process transaction

83、data and handle data encryption.Therefore,incumbent banks and insurers often play it safe with cloud.In fact,84%of the bank and insurance executives we surveyed say their primary cloud business objective is to drive operational efficiency.Meanwhile,FinTechs and InsurTechs are unencumbered by many ef

84、ficiency challenges and can pursue innovative revenue growth via cloud.According to our World Cloud Report Financial Services 2025 Survey of FinTechs(including 120 FinTechs and InsurTechs from 13 markets)conducted during June and July 2024,62%of firms said their primary use of cloud is to drive sale

85、s through data monetization.The following use case illustrates a new-age firms cloud-based business optimization.World Cloud Report-Financial Services 202513Accelerate efficiency and innovation for a predictable cloud journey14World Cloud Report-Financial Services 2025Figure 3.Establish a cloud tran

86、sformation framework around a hierarchy of success criteriaSource:Capgemini Research Institute for Financial Services analysis,2024 EcosystemCustomerExperienceTechnologyAnd ESGDefine the cloudtransformation vision Deploy CRM tools to efficiently understandcustomers profiles Adopt omnichannel distrib

87、ution to allow seamless transition between channels Personalize customer experience to increase customer acquisition and retention Source alternate data through APIs to provide real-time personalized insights Reassess distribution strategies todismantle customer barriers todigital services Drive pro

88、duct and service innovation through co-creation with partners Evolve the mindset from lift-and-shift towards cloud nativity Foster a culture of innovation by continuous upskilling of staff Develop scalable platforms for enhanced business agility Build a data-driven robust cloud-based technology foun

89、dation Adopt cloud at an enterprise level to achieve efficiency,innovation,and ESG goals Integrate RPA,predictive analytics,and Gen AI with cloud to drive efficiency and innovation at scaleA definitive cloud transformation vision based on a hierarchy of priorities is essential as financial services

90、firms seek innovations that drive operational efficiency and revenue growth.Based on our World Cloud Report-Financial Services 2025 research and analysis,we developed a framework for banks and insurers to maximize the value of their cloud investments.The fundamental building blocks of the framework

91、include vision and culture,ecosystem,customer experience,and technology and sustainability(Figure 3).Encourage an innovation-driven,cloud-native corporate cultureThe journey to operational efficiency and top-line innovation begins by evolving each FS firms collective cloud transformation mindset fro

92、m lift-and-shift to cloud-native.Start by carefully mapping the transformation journey,defining objectives,engaging business leaders and obtaining their buy-in,assessing available alternatives and contingencies,considering transformation costs,and developing a migration strategy.Cloud-native technol

93、ogy will enable the necessary modularity for operational flexibility and scale.Catalyze transformation by fostering a corporate culture prioritizing agility,innovation,and open-mindedness.Upskilling employees through regular training and workshops is also necessary for cultural adjustment and expans

94、ive innovative thinking.Daniel Volk Chief Information Officer,Crawford&Company,USAThe right talent is critical during cloud transformation including retention to benefit from company experience by upgrading and modernizing skillsets,and acquiring new specialists to drive the transformation vision.”W

95、orld Cloud Report-Financial Services 202515However,only 27%of the financial services executives we polled for this report said their organization operates a cloud-native standalone digital subsidiary.Of those that do,75%registered increased agility and innovation,and 60%noted improved customer exper

96、ience.For example,Citibank brought its global transaction services into a single digital platform,CitiDirect.In 2023,the bank reported 15%year-on-year CitiDirect growth in cumulative active users and 4%in total clients.21 22 Australia and New Zealand Bank(ANZ)helps customers improve financial wellne

97、ss by giving them greater visibility and control over their money and providing financial insights.In early 2022,the bank launched ANZ Plus,a modular and scalable platform that enables flexible service quality improvement while adding new features and functionalities.23 Since its launch,ANZ Plus has

98、 attracted 500,000 customers(about 40%new to ANZ)and USD 10 billion in deposits.24Scalable platforms facilitate agile business-demand responseCloud nativity begins with scalable platforms to increase operational agility and the capacity to bring new products and services to market quickly.According

99、to our Financial Services Executive Survey,72%believe scalable platforms are critical for business goal achievement.Yet,only 11%of organizations have highly scalable platforms.Our research and analysis identified concrete actions banking and insurance executives can take to overcome this gap:Define

100、business requirements by evaluating the data,equipment,applications,and locations involved.Design modular infrastructure using cloud-native technologies such as microservices(small independent software components that collectively perform as a complete cloud-native software)and containerization.*Sel

101、ect cloud platform and database scaling techniques by considering cloud type(private,public,hybrid),vendor fit,lock-in,certifications,reliability,security,regulatory compliance,and performance.Deploy autoscaling(automatic allocation of computational resources based on system demand)and load balancin

102、g(optimized resource utilization to ensure no single resource is overburdened with traffic)by dynamically allocating compute and storage resources based on data traffic.Use monitoring and analytics to make business decisions based on insights from scaling patterns over time.For example,Deutsche Bank

103、 leveraged Google Distributed Cloud Virtual(GDCV)to build and maintain Autobahn FX,a real-time trading platform.The hybrid cloud infrastructure built on top of GDCV helps tackle scalability constraints driven by unpredictable transaction spikes.The GDCV components,running on the banks hardware,can b

104、e quickly scaled up as and when additional deployments are required.25 The financial services executives we interviewed said scalable platforms help handle workload spikes efficiently,quickly store and process large data sets,and reduce operational costs.Nigel Walsh Head of Global Insurance,Google C

105、loud,USACloud services can flexibly scale resources up or down for campaign surges,fraud detection,or event-driven responses,driving revenue and cost efficiency.Dynamic scalability supports timely,targeted actions such as cross-selling,upselling,or proactive risk management,ultimately enhancing top-

106、line growth and efficiency.”*Containerization is a software deployment process that groups and isolates an applications code,libraries,and files into a single,lightweight container to ensure consistency across different environments.It is essential for managing and deploying application programming

107、interfaces(APIs).1616World Cloud Report-Financial Services 2025Figure 4.Banks and insurers know which technologies they need,but their capability maturity falls shortSource:Capgemini Research Institute for Financial Services Analysis,2024,Capgemini Cloud Survey of Financial Services Firms 2024(N=600

108、)FS firms technology importance and maturity self assessment,%22%30%15%65%75%81%RPAPredictiveanalyticsArtificialintelligenceCapability maturityImportanceAI and related technologies are critical enablers of a cloud strategyDelivering efficiency and innovation goals for banks and insurers relies on th

109、e right tech capabilities.Of the executives we polled for this report,81%said the lack of appropriate technology impedes their business goals.To assess the industrys technical readiness,we asked FS executives to identify essential technologies to support a cloud ecosystem and their firms current mat

110、urity levels regarding these capabilities.Respondents identified artificial intelligence,predictive analytics,and robotic process automation(RPA).Still,there is a significant gap between the perceived importance of these technologies and FS firms capability maturity(Figure 4).Banks and insurers can

111、accelerate cloud transformation by building a secure,cloud-based technology foundation to effectively ingest and integrate data and draw actionable insights.Technologies including AI,predictive analytics,and RPA can boost cloud benefits.AI enables efficient risk,fraud,and security management while p

112、roviding customer support at lower operating costs.Predictive analytics enhances forward-looking decision-making and identifies up-selling and cross-selling opportunities.For example,PayPal moved its on-premises Hyperion Essbase application to Oracle Cloud to modernize financial planning and analyti

113、cs.The firm deployed Oracle Analytics Cloud to provide a visualization tool for Essbase users,which helped PayPal financial teams run predictive analytics,model what-if scenarios,create advanced ad-hoc reports on demand,and operate faster.26 RPA helps increase scalability to handle complex workloads

114、,streamlining and automating routine manual tasks.The right technologies position banks and insurers to leverage cloud benefits,powering operational efficiency and innovation.World Cloud Report-Financial Services 202517 Ecosystems unlock synergies and faster decision-making to drive top-line growthF

115、inancial services firms are looking for quick decision-making and faster product innovation.According to a 2022 InterSystems poll,86%of banks and insurers lack confidence in using their data to drive decision-making.27 Moreover,a study from the London-based provider of cloud-native core banking plat

116、forms,10 xBanking,found that 64%of bank managers believe that slowed digital transformation impacts their business.28Financial services executives told Capgemini that ecosystem partnerships are an asset to their strategic priorities:69%said cloud providers are vital to offer scalable infrastructure,

117、enhanced data security,and advanced analytics features.57%said other supplemental technology providers are critical for integrating platforms and equipping their firms with the right technology to support cloud priorities.55%said FinTechs and InsurTechs are important to offer innovative solutions ac

118、ross payment processing,lending,digital banking,underwriting,and claims processing to help enhance customer experience.Ecosystem partners help banks and insurers drive operational efficiency by providing access to alternative customer data,ensuring consistent organizational data flow and product cre

119、ation agility.Our Executive Survey respondents said partnerships help them innovate through enhanced data insights(72%),collaborative R&D(48%),and reduced barriers to digitalization(46%).Dennis M.Tangonan Chief Information Officer,Security Bank Corporation,PhilippinesStrategic ecosystem partnerships

120、 are crucial for bank efficiency and innovation.FinTech technologies uplift application postures,cloud providers deliver critical infrastructure,cyber security firms help optimize threat protection and data analytics,and AI specialists offer insights and automation support.”Eric Ziegler Head of Engi

121、neering and Chief Architect,Vanguard,USAAt Vanguard,we are tapping into the power of AI to revolutionize how we serve our clients and support our advisors.As we embed AI into our processes automating tasks like transcribing conversations,updating CRM systems,and delivering real-time insights we anti

122、cipate significant enhancements in advisor efficiency and client interactions.By harnessing AI-driven tools,were making our advisory services more streamlined,responsive,and attuned to the evolving expectations of our clients.This isnt just an upgrade;its a leap forward in our mission to empower our

123、 investors and give them the best chance for investment success.”18World Cloud Report-Financial Services 2025Banking and insurance ecosystems can help provide scalability,manage financial transactions efficiently,create innovative products,improve customer relationships,and maintain compliance(Figur

124、e 5).With the right innovation capabilities in place,FS firms can boost customer acquisition and top-line growth by:Expanding market reach by entering and serving new markets with the help of cloud systems that dont require the costs involved in building multi-location infrastructure Providing value

125、-added features and services that attract new customers Enhancing customer engagement through personalized reach,quicker time to market new products,and faster response to evolving customer needs.Financial services firms can leverage ecosystem partnerships to anchor business strategy around customer

126、s.Figure 5.An ecosystem of complementary specialists helps banks and insurers achieveoperational and business goalsSource:Capgemini Research Institute for Financial Services analysis,2024 BanksOffers scalable infrastructure,enhanced data security and advanced analyticsDelivers integrated platforms f

127、or managing financial transactionsStreamline regulatory adherence and mitigate financial risksImproves relationship management to drive sales and customer satisfaction Innovative solutions for payment processing,lending and digital banking CloudprovidersRegTech/securityCore bankingtech partnersFinTe

128、chCRMInsurersOffers scalable infrastructure,enhanced data security and advanced analyticsDigital solutions to improve underwritingclaims processing and customer engagementStreamline regulatory adherence and mitigate financial risksImproves relationship management to drive sales and customer satisfac

129、tion Integrated platforms for policyadministration,claims processing,underwritingCloudprovidersRegTech/securityCoreinsurancetech partnersInsurTechCRMWorld Cloud Report-Financial Services 202519Tech giant delivers game-changing AI solutions to drive cloud flexibility and FS growthAs the financial ser

130、vices tech environment rapidly changes,agility is essential to achieving enterprise-wide operational efficiency and innovation-led growth.NVIDIA,a Santa Clara-based full-stack computing company,developed powerful graphics processing units(GPUs)that accelerate deep learning algorithms.In March 2023,N

131、VIDIA introduced cloud services to accelerate AI adoption in collaboration with cloud service providers like AWS,Google Cloud,Microsoft Azure,and IBM Cloud to offer FS firms access to the latest AI technologies and services.29 30 NVIDIA cloud services offer:Enterprise-wide AI,through a unified data

132、center approach which enables data integration,eliminates silos,maximizes the efficiency of processing and computing data,and reduces the need for specialized hardware.AI-ready infrastructure,including GPUs,optimized frameworks,and comprehensive development and deployment support,is essential for la

133、rge-scale AI implementation.Flexible cloud solutions,to handle complex IT ecosystems agilely and deploy AI/ML models across different cloud environments.They provide sector-specific services for the FS industry across trading,banking,and payments.NVIDIAs innovative offerings can support FS firms in

134、critical areas,including:Enhanced data analytics,through accurate and agile processing of large data sets that can improve decision-making,risk management,and fraud detection AI-powered trading algorithms,boost computational power,allowing more sophisticated AI-driven trading algorithms to analyze m

135、arket data in real time,identify patterns,and execute trades at previously unattainable speed and accuracy Personalized customer experience,through Gen AI-powered chatbots and tailored recommendations facilitated by quicker data analysis Operational efficiency,by automating routine tasks and process

136、es within financial institutions that reduce costs and free up human resources for more strategic activities.FS players that leverage NVIDIAs innovative AI solutions report significant benefits:American Express said fraud detection was 50 times better versus its previous CPU-based configuration.31 W

137、ealthsimple shortened its model deployment time from several months to 15 minutes.32 CCC Intelligent Solutions,a Chicago-based P&C insurance cloud platform,expedited model development 30-fold.33 Improved accuracy of risk assessments Faster trade processing Successful trade executions Gen AI powered

138、chatbots Recommender systems Portfolio optimization Enhance identity verification Effective AML techniques End-to-end fraud detectionTradingBankingPayments20World Cloud Report-Financial Services 2025Figure 6.Cloud-powered CX strategies are critical,but adoption is limitedSource:Capgemini Research In

139、stitute for Financial Services analysis,2024;Capgemini Cloud Survey of Financial Services Firms 2024(N=600)Importance and adoption of customer experience strategies by FS firms,%Adoption level14%48%34%3%6%33%49%12%4%20%48%28%ImportanceCRM toolsOmnichannelengagementCustomerdata platformsNo adoptionPi

140、lotedAdopted partiallyAdopted and scaling56%72%70%Hemanth Sundararaj Solutions Sales Leader-WW Financial Services,Microsoft,USATodays customers expect 24/7 access to their banks and personalized features.Cloud-based experience management is essential for financial institutions to enhance customer se

141、rvice and drive success.Banks can deliver seamless,around-the-clock experiences by leveraging robust cloud platforms and maintain a competitive edge in a secure manner.”Evolving customer expectations necessitate an increased focus on enhancing experienceOf the financial service executives we polled

142、for this report,72%identified evolving customer expectations as a critical business challenge.Moreover,in a study by Danish-American SaaS company Zendesk,71%of FS executives said customer experience(CX)is more vital than their financial advice.34 According to Capgeminis World Life Insurance Report 2

143、025,legacy technology remains a significant hurdle for 52%of insurers,which stifles insurers ability to deliver exceptional CX.Cloud-powered CX strategies can help financial services organizations delight customers.For example,UK insurer Esure Group transformed its customer experience and increased

144、innovation by building a cloud-native platform on AWS in 2023;they used Amazons cloud contact center service to create personalized user experiences.The carrier integrated the service with data from other platforms to develop loyalty-building engagement.The insurer reported a 50%improvement in criti

145、cal fraud detection metrics and up to 30%in IT cost savings.35 FS executives understand the importance of CRM tools,omnichannel engagement,and customer data platforms.However,adoption of these CX-boosting strategies remains low(Figure 6).A five-step virtuous cycle that leverages cloud-based solution

146、s can help banks and insurers delight customers by enhancing their experiences:Data collection and management:Cloud-based CRM platforms allow firms to centrally and efficiently manage real-time traditional and alternate data sourced individually and from third parties.Acting on real-time analytics:I

147、ntegrating predictive analytics,AI,and ML in a cloud-based infrastructure empowers decision-makers with comprehensive customer insights through visualization,dashboards,and reporting.World Cloud Report-Financial Services 202521 Proactive engagement with customers:Firms can use customer insights to p

148、ersonalize and target communications and recommendations based on individual personas.Omnichannel support and contact center modernization:Cloud-powered customer engagement across multiple channels(web,mobile,and branch)and contact center modernization via interactive chatbots/assistants and agentic

149、 frameworks will expand and enhance customer reach.Scaling,monitoring,and iterating:Firms orchestrating their cloud environment with Gen AI and other technologies can predict and monitor market trends and customer behavior to boost CX.Cloud helps banks and insurers focus on innovative new offers and

150、 value-added services that open revenue streams.90%of the FS executives we surveyed believe these strategies will increase FS firms accessibility to customers 88%think it will help improve customer visibility and understanding 67%believe it will increase transparency,enabling more open customer comm

151、unication.Cloud can ensure consistent customer experience,as demonstrated in our use case.Multinational bank migrates mobile payment wallet to cloud for seamless CX Business challenge The payments wallet of a large global bank experienced frequent downtime and slow performance.This financial institu

152、tion wanted to improve cloud platform stability with support from a cloud service hosting solution.The bank also wanted to reduce its cloud expenses by leveraging a global infrastructure pricing agreement with a hyperscaler.Business strategy and implementation The bank partnered with Capgemini to mi

153、grate its payment wallet a core ledger system to Amazon Web Services from its existing cloud provider.Migration required a detailed understanding of transferring intricate data across two cloud platforms.To ensure a seamless transition,the migration team carefully considered potential network latenc

154、y spurred by cross-cloud data migration.Business results The bank reported that migration to AWS resulted in a 40-50%improvement in the payment wallets end-to-end response time.Leveraging AWS services drove infrastructure optimization,which led to improved response times.The optimized payment wallet

155、 now ensures a consistently superior user experience.World Cloud Report-Financial Services 202522Figure 7.Cloud-based compliance tools help meet executives key expectationsSource:Capgemini Research Institute for Financial Services analysis,2024;Capgemini Cloud Survey of Financial Services Firms 2024

156、(N=600)Key pillarsStrategies preferred by FS firms forregulatory compliance,%Real-timeanalyticsAutomatedcompliance checksMulti cloud or cloudportability strategiesMaintainingdocumentationLocalized cloudstrategiesContinuousmonitoring74%62%52%44%32%AutomatedcomplianceInteroperabilityand resilienceAudi

157、t readinessand reportingData governanceand residencyCloud solutions can take the pain out of regulatory complianceEver-increasing regulatory mandates are often time-consuming and labor-intensive.Therefore,financial services executives seek more efficient and innovative compliance techniques.Cloud-ba

158、sed strategies can boost flexibility,streamline processes,and meet compliance standards.A structured cloud-based compliance strategy built across five pillars real-time analytics,automation,interoperability and flexibility,audit readiness,and data residency is essential to respond to ongoing regulat

159、ory demands effectively.Each pillar addresses the primary expectations of FS executives(Figure 7):Real-time analytics help monitor transactions continuously and identify potential regulatory breaches instantaneously,enabling financial services firms to manage risk and stay compliant with ever-changi

160、ng regulations.Automated compliance limits manual interventions and includes systems that track regulatory changes and automatically update internal policies,increasing reporting efficiency and accuracy.Interoperability and flexibility help FS firms guard themselves against vendor lock-in and maximi

161、ze the usability of compliance tools across different platforms.Audit readiness provides a thorough audit trail and detailed documentation with a centralized,secure,and accessible data storage mechanism that helps enterprises meet compliance standards and simplifies the audit process.Data residency

162、enables data storage and processing under regional regulations to protect customer information and ensure FS firms observance of local laws.Our Executive Survey found that FS Firms leveraging cloud-based strategies garner significant benefits,including better monitoring/sampling(64%),enhanced transp

163、arency(63%),and improved customer experience(54%).World Cloud Report-Financial Services 202523 Cloud helps banks and insurers manage ESG reporting and sustainability goalsEnvironmental,social,and governance(ESG)factors are a growing business priority for FS firms aiming to:Achieve net zero targets w

164、ith the help of a data-driven approach by harnessing environmental data to enhance brand equity.Innovate and offer low-carbon products and services and drive business value around carbon neutrality.Enhance climate risk and resilience by developing continuity plans to mitigate climate-related disrupt

165、ions.Cloud computing enables organizations to manage ESG initiatives and achieve sustainability goals through external transparency,accurate reporting,and reduced hardware and power use.Leading cloud providers AWS,Microsoft,Google Cloud,and IBM offer comprehensive solutions to help financial service

166、s organizations achieve sustainability goals.Amazon Web Services(AWS)provides a customer carbon footprint tool that uses simple visualizations to show clients their historical carbon emissions and review forecasted emissions based on trend activity.36 The Sustainability Manager from Microsoft unifie

167、s data intelligence,to provide a comprehensive,integrated,and automated sustainability management experience for organizations at different stages in their journey.37 Tools from the Google Cloud Carbon Sense Suite measure,manage and report carbon emissions across the enterprise while assessing the p

168、otential impact of climate on FS firms portfolios.38 The Cloud Carbon Calculator from IBM Cloud is an AI-informed dashboard enabling clients to access emissions data across various workloads.It allows them to track greenhouse gas emissions across cloud services.39Gen AI/cloud integration can facilit

169、ate innovation at scaleWhile a secure cloud-based technology foundation can accelerate banks and insurers efficiency and innovation journey,advanced technologies including Gen AI can scale innovation.Financial institutions can harness the power of data clouds to transform their operations.By aggrega

170、ting and organizing data within a unified platform,these firms can leverage AI,predictive analytics,and RPA to unlock valuable insights for analytics,reporting,and business intelligence.Integrating Gen AI into this technology stack can accelerate innovation,enabling banks and insurers to generate co

171、de,data,text,and images that drive strategic initiatives.Nicolas Saint Supery Head of IT for Corporate functions,Socit Gnrale,FranceRegulatory compliance is a crucial driver of cloud adoption.With regulations around Cyber evolving and standards like DORA emerging,it would be difficult for financial

172、services firms to remain adequately compliant using traditional infrastructure setups.Cloud helps overcome these challenges and enables rapid evolution and agility.”World Cloud Report-Financial Services 202524Figure 8.Scale innovation with Gen AI orchestrationSource:Capgemini Research Institute for

173、Financial Services analysis,2024Gen AI orchestrationData cloudsDiverse data sourcesAIRPAPredictive analyticsGenerate codeGenerate dataGenerate textGenerate imagesEnable quicker product developmentDetect vulnerabilities and accelerate secure code developmentUse simulation and testing to build resilie

174、nceBuild intuitive and intelligent advisory chatbotsEnhance employee and workflow productivity CRM Christina Colby Chief Customer Officer,Guidewire,USAGenerative AI offers immense potential for insurers in areas like claims summarization,where nuanced insights are crucial.While AI tools can highligh

175、t anomalies and provide precise summaries,these tools cannot fully replace human judgment in decision-making.The focus should be leveraging AI models to uncover critical insights while ensuring that technology supports,rather than replaces,human expertise.”Gen AI features enable a variety of FS bene

176、fits(Figure 8):Quicker product development is achievable through fast prototyping and agile creation and assessment of design alternatives to explore a broad range of creative possibilities faster than traditional methods allow.Accelerated vulnerability detection and secure code development are made

177、 possible through swift risk identification and mitigation that previously required days.Acceleration streamlines code creation and empowers developers to explore unique and innovative solutions.Resilience-building simulations and tests can be accomplished by training algorithms on sample data to le

178、arn patterns and correlations and generate synthetic data that mimics the original.This capability ensures robust testing and preparation for real-world scenarios and safeguards software and systems operational integrity and reliability in the face of challenges.Intuitive and intelligent chatbot adv

179、isory using natural language protocol(NLP)and machine learning can help firms personalize customer advice,recommendations,and information,improving over time through continuous learning from user interactions.Enhanced employee and workflow productivity is possible when Gen AI automates routine tasks

180、,offers real-time insights,and augments collaboration so staff can focus on more satisfying strategic and creative assignments.For example,Morgan Stanleys new Debrief is an Open AI-powered assistant that generates notes on behalf of financial advisors in client meetings(with client consent)and summa

181、rizes key points to save report creation time and enhance client engagement.40 When financial organizations optimize their technology infrastructure,they empower resources with increased efficiency,enabling them to focus on innovative revenue generation.World Cloud Report-Financial Services 202525Bo

182、ost customer centricity with a data-driven,cloud-focused approach26World Cloud Report-Financial Services 2025The goal of most cloud transformation journeys positive revenue growth is possible through operational efficiency and innovation.Banks and insurers that prioritize vision,mindset,ecosystem pa

183、rtnerships,technology,and customer experience,as referenced in the framework,can reap tangible benefits.Although some financial organizations show promise in these areas,only a few create a priority-based business roadmap to successfully navigate a cloud transformation journey.Based on our research,

184、we estimate that only 12%of financial services organizations are cloud innovators with a well-defined cloud transformation vision and are actively working on its implementation.Some of their features include highly scalable platforms,cloud-native mentality,mature and strategic ecosystem partnerships

185、,substantial technology maturity,and high customer centricity.Innovators mature tech capabilities allow them to maximize cloud benefits and regularly exceed business targets significantly outpacing the slow starters(Figure 9).Financial services cloud innovators are starting to reap the benefits and

186、have achieved top-line growth benefits:J.P.Morgan developed an innovative API-driven cloud platform to automate partner onboarding and simplify integration with the Chase ecosystem,which resulted in a 2023 YoY 35%increase in product features speed to market.41 Generali Poland partnered with Zeta to

187、utilize the firms AI-powered marketing cloud platform to improve policyholder engagement and procure sales-ready leads.The insurer said the strategy helped increase customer conversion rates by 24%.42 Trust Bank,a Singapore digital bank backed by Standard Chartered,leverages a highly configurable cl

188、oud-native core banking platform to ensure real-time,intuitive customer experience.In Q4 2023,the bank reported capturing 14%of the Singapore market within a year.43 Nubank,a Brazilian neo-bank with more than 100 million active clients,adopted a cloud-native digital-only approach with an enhanced fo

189、cus on CX through real-time notifications,24/7 customer support,and a user-friendly app interface.The bank witnessed a 64%increase in revenue in Q1 2024 compared to the same quarter the previous year.44Figure 9.Cloud-powered top-line growth is a game changer for FS innovatorsSource:Capgemini Researc

190、h Institute for Financial Services Analysis,2024,Capgemini Cloud Survey of Financial Services Firms 2024(N=600)FS cloud slow startersFS cloud innovators 10%10%12%22%32%32%FS firms exceeding their top-line growth transformation targets,%Increased data monetization Boosted up-selling andcross-selling

191、opportunities Developed innovativeproducts and subscription bundlesScott Mullins Managing Director,Worldwide Financial Services,Amazon Web Services,USACloud shouldnt be considered a destination or an end-state;rather,financial firms should view it as a means to achieve their transformative business

192、goals.Adopting cloud is not simply about relocating applications;its about embracing new ways of working.”27World Cloud Report-Financial Services 2025FS cloud innovators are customer-centric across the value chain Future-focused banks and insurers can drive substantial revenue growth because they ar

193、e data-driven,cloud-focused,and customer-centric across the value chain.They optimally utilize cloud and Gen AI to become more efficient and delight their customers.We assessed banking and insurance value chain components and identified how firms strategically deployed cloud and Gen AI(Figure 10).In

194、novative US-based InsurTech unlocks top-line growth with cloud-powered,intelligent data use45 Business challenge New York-based online insurer Lemonade offers renters,homeowners,auto,pet,and life insurance.Founded in 2015,the firm advocates for superior customer experience via a data-centered busine

195、ss model that adapts quickly to new challenges and complex business needs while expanding product lines and geographic presence.By the end of 2023,the carrier served 2 million policyholders in most US states,France,Germany,the Netherlands,and the United Kingdom.Business strategy and implementation L

196、emonade prioritizes analytics and maintaining data integrity and reliability.With 40+teams interacting with data,the company needed a single source of truth and consistent data definitions and metrics.The firm partnered with Google Clouds development platform Looker for data-rich experiences,includi

197、ng modern business intelligence,embedded analytics,and custom applications to break down data silos for a unified 360-degree organizational view to support customer delight and business growth.Lookers universal semantic modeling layer,LookerML,ensures trustworthy data,which is essential considering

198、the diversity of insurance data points.Lemonades cloud-enabled operational structure enables its product managers to monitor pre-defined KPIs and ask questions about customer behavior to improve products and CX.Insights have led to new product opportunities,expanding Lemonades overall offerings and

199、market presence.Business results The Google Cloud solution helped Lemonade generate a 150%compound annual growth rate within five years and reach 1 million paying customers at a trend-setting pace.The insurer says it improved its claims function a pillar of customer satisfaction by instantaneously h

200、andling 30%of claims.28World Cloud Report-Financial Services 2025Figure 10.FS innovators are data-driven,cloud-focused,and customer-centric across their value chainsBankingCustomer-centricGen AI tailored contentPersonalizedengagement throughAI-driven insightsTransactionprocessingand lendingRiskmanag

201、ementand complianceCost-effective and convenient productofferings ProductDevelopmentData-drivenAI-driven productrecommendationsAutomated creationof targeted marketing Trendspotting anddemand analysis Gen AI driven market forecastingCloud-focusedIntelligent reportingand visualizationSandbox environme

202、ntfor product testingAPI integration/collaboration fornew productsSales andmarketingCustomeronboarding and account servicingAI-based data extractionand processing ofstructured/unstructureddataE-KYC and identityrecognitionAI-drivenpersonalized financialmanagement tool AI based reportgenerationGen AI

203、poweredfraud preventionand managementAI-based creditscore calculationand risk assessmentAI-driven authenticationsystems for verificationprocessesAI-driven contractanalysistIntegratedCRM systemAutomated andsmart assistant-basedonboarding Payment modernizationOmnichannel support Gen AI driven chatbota

204、nd virtual assistants Streamlined loanapproval andprocessing Predictive analyticsfor loan default Loan origination andmanagement systems Contact centermodernization InsuranceCustomer-centricGen AI tailored contentClaims,renewaland servicingPurchase and onboardingCost-effective and convenient product

205、offering ProductDevelopmentData-drivenAI-driven productrecommendationsAutomated creationof targeted marketing Trendspotting anddemand analysis Gen AI driven market forecastingCloud-focusedIntelligent reportingand visualizationSandbox environmentfor product testingAPI integration/collaboration fornew

206、 productsSource:Capgemini Research Institute for Financial Services analysis,2024 Sales andmarketingUnderwritingPersonalizedengagement throughAI-driven insightsThird-party dataintegrationGen AI risk modellingand predictive analyticsAI-powered dynamicunderwriting AI-drivencontract analysisGen AI driv

207、enpersonalized premiumcalculations/quotesPaymentmodernizationAI for processing ofstructured/unstructured dataIntegratedCRM systemAutomated andsmart assistant-based onboardinge-KYC and identityrecognitionReal-time servicing anddigital claims processingOmnichannel support Gen AI chatbots andvirtual as

208、sistance Gen AI prediction of claimvalue patterns andautomated damageevaluationAutomated claims triage Gen AI powered advancedfraud detection Automation of policyissuance and renewal Automated FNOL Contact centermodernization Banking and insurance cloud innovators are:Data-driven:Cloud innovators ac

209、tively integrate traditional and third-party data to draw relevant insights from customer and industry perspectives.This data enables astute insight-driven product development by efficiently identifying trends and requirements while helping forecast future market behavior.FS cloud Innovators activel

210、y use data to support their sales and marketing functions by recommending relevant products to their customers through targeted marketing campaigns.During customer onboarding,innovators use AI to process structured and unstructured data they obtain from their customers and maintain it in a database

211、for future reference,enabling a seamless onboarding process.29World Cloud Report-Financial Services 2025Gareth Richardson Chief Operating Officer,Thought Machine,UKFor CXOs,successful cloud adoption begins with a robust foundation of clear principles,aligned teams,and effective governance.When these

212、 are in place,an institution will maximize the benefits of adopting cloud infrastructure to deliver business value.”On the banking side,innovators actively use data to identify and prevent fraudulent transactions,calculate customer credit scores to evaluate potential risks,streamline the process of

213、loan approvals,and estimate the probability of loan defaults.On the insurance side,innovators integrate traditional and third-party data for the underwriting process to help price policies better.Insurance innovators also actively leverage data during claims process to automate claims triage,identif

214、y fraudulent claims,and estimate damage value.Cloud-focused:These firms leverage the cloud across their value chain to create sandbox environments to test new products.This test environment helps them experiment with new features and code changes without affecting their customers,enabling them to id

215、entify bugs,optimize their performance,and improve their products.They actively leverage APIs to facilitate collaboration between different teams during product development to identify and integrate best practices.Innovators actively use intelligent cloud-based CRM systems to manage customer data an

216、d effectively support their various business functions.They also use cloud-based systems to automate the customer onboarding process.FS cloud innovators drive contact center modernization with the help of the cloud to enable faster resolution of issues and enhance upsell and cross-sell opportunities

217、.Customer-centric:Innovators business strategy revolves around their customers,and they leverage their expertise to meet customer needs at various value chain touchpoints.This approach includes offering cost-effective and convenient products catering to individual customer needs.Furthermore,cloud in

218、novators have optimized KYC processes for onboarding to ensure that their customers have a seamless experience.These innovators provide their customers with an omnichannel experience,ensuring they have straightforward and instantaneous access to their services.They offer their customers comprehensiv

219、e,personalized financial advisory services in addition to their standard products and services.Finally,these organizations leverage intelligent chatbots to assist their customers with the challenges they face during their financial journey.Gen AI helps innovators manage data,re-engineer processes,ma

220、ke real-time automated decisions,and drive simulations to delight customers.Some critical uses of generative AI across the value chain include market forecasting,tailored content marketing,personalized credit analysis in banking and premium calculations in insurance,fraud prevention and management,a

221、nd intelligent chatbots and virtual assistants.Financial services firms can maximize total AI and Gen AI value and effectiveness by moving internal systems to appropriate cloud-enabled ecosystems and platforms.The results?More business growth use cases across FS domains in the months and years ahead

222、.30World Cloud Report-Financial Services 2025ConclusionCloud begins a journey that spans operational efficiency,innovative products,and long-term business success.A pivotal time has come for organizations to scale their migration to the right cloud platform and solutions,while considering business a

223、nd technology criteria including revenue projections,return on investment,platform integrity,security,and regulatory compliance.Then,based on business goals,they can prioritize relevant data integration,processing,and analytics technologies that merit deliberate and increased budgetary investment.A

224、well-defined cloud transformation plan can foster a collaborative corporate culture that prizes innovation.We suggest that banks and insurers create bridges between internal teams sales,product development,and cloud to improve agility and speed,and to encourage the sharing of ideas and best practice

225、s.Encourage real-time,cloud-powered collaboration to consider product iterations and faster service that may spark innovative business opportunities and models.Create ring-fenced innovation labs to experiment with new technologies,including IoT,Gen AI,and blockchain,which can increase agility and tr

226、ansformation.And be sure to democratize technology access for all regional teams.With a cloud-enabled foundation of innovation and collaboration firmly established,financial services organizations can then actively work toward their business goals by:Evolving business models:Embrace flexible,innovat

227、ive business models that leverage platform-based technologies to expand service offerings.Adopt an omnichannel approach to enhance CX and engagement to drive sustainable revenue growth.Facilitating data monetization:Use cloud-based analytics tools to uncover new revenue streams from existing data as

228、sets.Develop new data-driven products and services for internal use and external sales,bolstering overall revenue.Expanding global reach and impact:Expand global reach and impact while maintaining regulatory compliance through localized cloud that adapts applications,content,and services to meet reg

229、ional requirements all without complex infrastructure.Driving product innovation:Rapidly prototype and deploy new financial products and develop value-added services,while regularly integrating customer feedback and market trends into the product development lifecycle.Cloud adoption is not the end g

230、ame business growth is.Now is the time to strategically accelerate cloud adoption and realize improved long-term business results:fuel top-line growth through new revenue streams,increased sales,faster customer acquisition,and,ultimately,higher market share.Frederic Chanfrau CIO,Head of Technology,R

231、BC Clear,USAFor CIOs and COOs advancing cloud adoption,begin with primary education and certifications to understand cloud architecture.Develop a long-term strategy by weighing the cost of adoption against the risk of falling behind.Embracing the cloud offers significant agility and competitive adva

232、ntage,while inaction could leave you lagging as competitors innovate faster.”31World Cloud Report-Financial Services 2025MethodologyThe World Cloud Report-Financial Services 2025 draws data from three primary sources:the Global Financial Services Executive Survey,administered during June and July 20

233、24;the Global FinTech and InsurTech Survey,conducted during June and July 2024;and the Global Executive Interviews held from June through September 2024.This primary research covers insights from 13 markets:Australia,Belgium,Canada,France,Germany,Hong Kong,Japan,Luxembourg,Netherlands,Spain,the Unit

234、ed Arab Emirates,the United Kingdom,and the United States.2024 Global Financial Services Executive SurveyWe polled 600 leaders of financial services firms(CxO,Head of Cloud,etc.)about the potential of cloud to drive operational efficiency and innovative top-line growth.Respondents represented six fi

235、nancial services domains-retail banking,wealth management,payments,capital markets,P&C insurance,and life insurance with balanced participation from each.The respondents represent 13 markets covering all three regions of the globe the Americas(Canada and the United States),Europe(Belgium,France,Germ

236、any,Luxembourg,Netherlands,Spain,and the UK),and APAC(Australia,Hong Kong,Japan,and the UAE).2024 Global FinTech and InsurTech SurveyWe also surveyed 120 senior FinTech and InsurTech executives across 13 markets.These markets represent all three regions of the globe the Americas(Canada and the Unite

237、d States),Europe(Belgium,France,Germany,Luxembourg,Netherlands,Spain,and the UK),and APAC(Australia,Hong Kong,Japan,and the UAE).2024 Global Executive interviews from financial services firms and hyperscalersThe report also includes insights from more than 20 focused interviews with cloud experts ho

238、lding leadership positions across financial services and cloud ecosystem firms around the globe.These interviews included senior executives from banks,insurance companies,and hyperscalers.32World Cloud Report-Financial Services 2025Partner with CapgeminiCapgemini has been privileged to support numer

239、ous financial services clients in their cloud transformation journeys.We have worked with organizations across retail and commercial banking,wholesale banking,asset and wealth management,and property and casualty,home,auto,health,and specialty insurance.As a result,we are adept at helping enterprise

240、s resolve critical challenges across multiple complex areas.Platform engineering for deep-learning systemsAs with any software module,good development and platform engineering practices are essential for deep learning and generative AI applications.Platform engineering practices for deep learning an

241、d Gen AI systems must go beyond the AI model and focus on essential elements of the software development lifecycle.These practices augment data scientists and ML/Gen AI engineers and reduce the overhead of building,deploying,running,and maintaining high-performance models and applications.Our platfo

242、rm engineering solutions cover every aspect of a robust deep-learning system:Data Dataset versioning and management,ETL,metadata,and artifacts store Models Model evaluation,versioning,hosting,and updates Integrations APIs and integrations,workflow orchestration,interactive access interfaces Environm

243、ents Deployment strategies for non-PROD and PROD environments.Model training environment management,multi-model management,and model scaling Testing Model testing,training,tuning,and model performance management DevOps IaC and automation,trained model promotion,updates,and patching RunOps Logging an

244、d monitoring,run-ops enablement,and runbooksAI-assisted modernizationLegacy systems like IBM Z are large,high-performance business-use computers that handle massive transactions.They are vital to everyday transaction processing,and these high performance mainframes power 55%of all corporate transact

245、ions,including ATM withdrawals,credit and debit card payments,and travel bookings.Even today,45 of the 50 top banks and eight of the top 10 insurers use mainframes to run their mission-critical IT workloads.46 Despite their speed and reliability,challenges arise due to a shortage of skilled staff,li

246、mited developer productivity,data integration issues,cloud compatibility concerns,and slower innovation cycles.Our AI-assisted legacy modernization solution addresses these challenges comprehensively,helping businesses maximize the value and ROI of their modernization efforts.Capgemini offers all-en

247、compassing mainframe services to guide customers through their legacy modernization journey.From hardware hosting and managed operations to software rationalization and application modernization,we provide end-to-end support for financial services clients.For modernization services,we help customers

248、 with a balanced approach toward mainframe modernization by choosing the right workloads to migrate to the public/private cloud and identifying in-place modernization patterns to modernize workloads on the mainframe.We power our solutions with state-of-the-art Gen AI accelerators.We offer a variety

249、of product partnerships and have received endorsements from major hyperscalers.Capgeminis unique approach and AI-powered accelerators ensure a smooth transition to an agile and efficient IT environment.Transform customer and employee experience with Capgemini and Microsoft Copilot StudioIn todays di

250、gital era,innovators set the pace by anticipating market shifts,predicting customer needs,and adapting with cutting-edge solutions.We engage and guide our clients from concept to production to create custom copilots powered by Microsoft Copilot Studio and Azure OpenAI.Our rapid deployment capability

251、 revolutionizes enterprise operations,arming businesses with AI-driven copilots that enhance productivity and transform employee and customer experiences into something extraordinary.Our delivery model is designed for rapid deployment while meeting stringent security and compliance demands.We build

252、custom services to spec and to address unique situations from chatbots and voice assistants to multimodal omnichannel apps.By leveraging generative AI,Capgemini empowers your enterprise to lead among fierce competition.Banks can create custom copilots to streamline workflows and automate customer on

253、boarding and KYC processes.Insurers can use copilots to optimize underwriting processes and automate customer claims processing.Capgeminis concept to production with Microsoft Copilot Studio empower FS firms to innovate and accelerate business transformation.World Cloud Report-Financial Services 202

254、533Ask the expertsRamandeep SinghFS-Global Platform engineering head and cloud solutions Raman leads the Financial Services Global Platform Engineering&Cloud Solutions capability unit.He has 20+years of IT experience,focusing on large enterprise application design and development.He is a leader focu

255、sed on business growth,customer delight,and people.Ravinder KhokharFS-Global Head of Cloud Ravi leads Capgeminis worldwide financial services cloud initiatives.He is a domain-focused technology leader with a proven track record of successfully establishing long-tenured client partnerships and delive

256、ring results across financial services.Shashi GuptaFS-Global Head AWS COE Shashi leads the Global AWS Center of Excellence for Financial Services and enables solutions across banking,capital markets,and insurance.With over 21 years of experience in the IT industry,he is a passionate and visionary le

257、ader in cloud strategy and solutions.Vivek DesaiFS-Global Head Microsoft COE Vivek leads the Global Microsoft Center of Excellence for Financial Services.He is responsible for hands-on solution architecture and strategy,and engineering at scale for complex cloud transformation initiatives across the

258、 banking,payments,capital markets,and insurance sectors.34World Cloud Report-Financial Services 2025Ajay WalgudeFS-Global Head IBM/Redhat COE Ajay leads the Global IBM and RedHat Hybrid CoE for FS.With over 20 years of experience in financial services,he is also the founder of Turiya Lab,an initiati

259、ve that builds technology labs focused on physics,chemistry,and astronomy across schools in India.Daniel WolffFS-Global Head Google Cloud COE Daniel leads the Global Google Cloud Platform Center of Excellence.He is a senior technology executive known for accelerating sustainable company growth withi

260、n financial services.He focuses on unlocking new opportunities for improved competitive advantage,cost containment,process re-engineering,and business agility.Elias GhanemGlobal Head of Capgemini Research Institute for Financial Services Elias Ghanem manages Capgeminis global portfolio of financial

261、services thought leadership.He leads a team of sector analysts who bring together a wide range of strategic research and analysis capabilities.Elias has extensive expertise in strategic collaboration between banks and startups,having launched a FinTech firm in 2014 after 20+years in banking and paym

262、ents.Vivek SinghHead of Banking of Capgemini Research Institute for Financial Services vivek- Vivek leads the banking,wealth management,FinTech,and payments sectors within the Capgemini Research Institute for Financial Services.He has over 12 years of experience in digital,consulting,and business st

263、rategy.Based in New York,Vivek is a tech enthusiast who tracks industry disruptions,thought leadership programs,and business development.World Cloud Report-Financial Services 202535Key contactsAsia PacificNaveen Kadala Manikoth naveen-Rishi Garg Sanjeev Gupta .Central EuropeLaurent Lefrancois Thomas

264、 Durand Tudor Uricec .IndiaAshish Jain Mamatha S Manjula Samuel Swaminathan Santhanam Vishal Gupta .United KingdomAlex Mantha Cliff Evans Oleksandr Miroshnyk Pavel Dokov .United StatesChris Covington Kieran Maltz Kamlesh Pandey Maria Iano Nitin Chavan Senthil Bhojan senthil- Vinay Bhatia .36World Cl

265、oud Report-Financial Services 2025We extend special thanks to all the financial services and technology/cloud-ecosystem firms and individuals who participated in our executive interviews and surveys.We appreciate the expertise of participating firms:Agora Financial Technologies,ANZ,AWS(Amazon Web Se

266、rvices),BNPP,Crawford&Company,Euroclear Sweden,Google Cloud,Gore Mutual,Guidewire,Microsoft,RBC Clear,Red Hat,Regdata,Security Bank Corporation,Socit Gnrale,Storebrand Livsforsikring AS,Swedbank AB,Swift,Synchrony,Thought Machine,and Vanguard.We recognize the following teams and individuals for anal

267、ysis,composition,and production:Capgemini Research Institute for Financial Services:Anish Sukumaran,Hari Krishna,Radhika Maheshwary,and Sushant Anaokar for research and in-depth market analysis.And Tamara Berry for editorial guidance and content oversight,and Dinesh Dhandapani Dhesigan for graphical

268、 interpretation and design.Capgemini Sponsorship Committee:Ajay Walgude,Bhavesh Sampath,Daniel Wolff,Parminder Dhillon,Ramandeep Singh,Ravinder Khokhar,Senol Mehmet,Shashi Gupta,Shivakumar Balasubramaniyan,Vivek Desai.Marketing:Meghala Nair,Jyoti Goyal,Sunanda Ganguli,David Merrill,Fahd Pasha,Manasi

269、 Sakpal,Anthony Tourville,Manisha Singh,Jatin Thanekar and Neha George for their overall marketing support for the report;and the Creative Services Team:Sushmitha Kunaparaju,Pravin Kimbahune,and Balaswamy Lingeshwar for report production.AcknowledgmentsLead analystPranav Shivram Project Manager Pran

270、av is a Project Manager for Insurance Thought Leadership and has over 2 years of experience in cross-sector research and consulting experience37World Cloud Report-Financial Services 2025Endnotes1.Annual reports of 40 Tier 1 Banking and Insurance companies.2.Forbes,The Hidden Costs Of Cloud And Where

271、 To Find Overspending;January 19,2023.3.Forbes,“Why financial services firms are struggling to succeed with cloud computing;”September 6,2023.4.GlobalDots,“3 IT Infrastructure Costs Increasing in 2024;”February 26,2024.5.FTI Consulting,“Banking on Heightened Regulatory Scrutiny;”November 30,2023.6.E

272、uropean Central Bank,“Introduction:The SSM supervisory priorities reflect ECB Banking Supervisions medium-term strategy for the next three years;”Accessed July 29,2024.7.KPMG,“APRAs policy priorities:impacts for the banking sector;”September 8,2023.8.Financial Crime Academy,“Privacy Matters:Unraveli

273、ng Data Privacy Regulations in AML Compliance;”July 8,2024.9.European Commission,“Payment services:revised rules to improve consumer protection and competition in electronic payments;”July 28,2023.10.EFDPO,“Synergies between DORA and GDPR;”May 15,2024.11.Flagright,“The Role of FATF Recommendations i

274、n Shaping Global AML Strategies;”August 23,2023.12.ICGL,“Data protection laws and regulation Japan;”July 31,2024.13.Risk Strategies,“Californias Proposed Insurance Reforms for 2024;”February 21,2024.14.ICLG,“Insurance&Reinsurance Laws and Regulations Switzerland 2024;”March 15,2024.15.FINMA,“Switzer

275、land-wide solidarity in insurance cover for natural hazards;”Accessed 2024.16.CTP,“How CTP premiums are set;”accessed July 29,2024.17.Europa,“Digital Operational Resilience Act(DORA);”accessed 2024.18.DORA,“The Digital Operational Resilience Act(DORA)-Regulation(EU)2022/2554;”accessed 2024.19.ESMA,“

276、Digital Operational Resilience Act(DORA);”accessed 2024.20.US Consumer Finance Protection Bureau,“Required Rulemaking on Personal Financial Data Rights;”October 25,2024.21.CitiDirect,“Citi Commercial Bank launches new digital client platform,CitiDirect Commercial Banking;”July 10,2023.22.Citigroup,“

277、Citi Named Worlds Best Digital Bank and Best Corporate/Institutional Digital Bank;”November 30,2023.23.ANZ Plus,“ANZ introduces ANZ Plus-a powerful new banking service;”March 23,2022.24.Bluenotes,“BEHIND THE NUMBERS:Building a retail banking platform for tomorrow;”November 22,2023.25.Google Cloud,Ho

278、w Deutsche Bank uses Google Distributed Cloud for its Autobahn FX real-time trading platform;March 21,2024.26.Oracle,“PayPal:Essbase and analytics deployment on Oracle cloud;”December 16,2021.27.Intersystems Survey,“The Top Data and Technology Challenges in Financial Services;”April 29,2022.28.10 xB

279、anking,“Global Banks and the Transformation illusion slowing progress;”June 12,2023.29.NVIDIA News,“NVIDIA Brings Generative AI to Worlds Enterprises With Cloud Services for Creating Large Language and Visual Models;”March 21,2023.30.Forbes,“NVIDIA DGX Cloud Gives CSPs And Their Customers Exactly Wh

280、at They Want:Fast AI,Fast;”October 5,2023.31.NVIDIA,“American Express prevents fraud and foils cyber crime with NVIDIA AI solutions;”accessed August 8,2024.32.NVIDIA,“From Months to minutes:Wealthsimple accelerates machine learning model delivery and inference;”accessed August 8,2024.33.NVIDIA,“Deli

281、vering millions of AI-powered auto repair estimates for better claims experience;”accessed August 8,2024.34.Zendesk,“State of Financial Services CX;”August 2022.35.Amazon,“esure Personalizes Customer Experience Using Machine Learning on AWS;”2023.36.AWS,“AWS Customer Carbon footprint tool;”accessed

282、August 8,2024.37.Microsoft,“Microsoft Sustainability Manager Overview;”May 15,2024.38.Google Cloud,“Increase business resilience and sustainability with AI;”accessed August 8,2024.39.IBM,“IBM Cloud Carbon Calculator;”July 26,2023.40.Morgan Stanley,“Morgan Stanley Wealth Management Announces Latest G

283、ame-Changing Addition to Suite of GenAI Tools;”June 26,2024.41.JP Morgan,“Investor Day presentation 2023;”accessed July 29,2024.42.Zeta Global,“How Generali Leveraged AI-based website individualization to increase close rates by 24%;”June 26,2024.43.Thought Machine,“Case studies Trust Bank;”accessed

284、 July 29,2024.44.Nubank,”Nu Holdings Ltd.Reports First Quarter 2024 Financial Results;”May 14,2024.45.Google Cloud,“Faster use of data brings zest to insurance companys growth;”accessed August 8,2024.46.IBM,“What is a mainframe;”March 1,2024.38World Cloud Report-Financial Services 2025About usDiscla

285、imerThe information contained herein is general in nature and is not intended and should not be construed as professional advice or opinion provided to the user.Capgemini assumes no liability for errors or omissions,or use of this material.This document is provided for informational purposes only;it

286、 is meant solely to provide helpful information to the user.This document does not purport to be a complete statement of the approach or steps necessary to address or solve any particular matter or to accomplish any particular business goal.The user also is cautioned that this material may not be ap

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289、,innovation,and technology issues impacting global banks,wealth management firms,and insurers.The Institute publishes annual signature financial services World Reports that draw on customer surveys,CxO interviews,and partnerships with technology companies and academia.These data-driven perspectives

290、explore how financial institutions meet emerging business challenges with transformative thinking enabled by technology and data.The Capgemini Research Institute was recently ranked number one in the world for the quality of its research by independent analysts.To learn more,subscribe,and receive re

291、ports upon launch,visit us at https:/ Services World Report Series Capgemini is a global business and technology transformation partner,helping organizations to accelerate their dual transition to a digital and sustainable world,while creating tangible impact for enterprises and society.It is a resp

292、onsible and diverse group of 340,000 team members in more than 50 countries.With its strong over 55-year heritage,Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs.It delivers end-to-end services and solutions leveraging stren

293、gths from strategy and design to engineering,all fueled by its market leading capabilities in AI,cloud and data,combined with its deep industry expertise and partner ecosystem.The Group reported 2023 global revenues of 22.5 billion.Get The Future You Want|World Cloud Report-Financial Services 202539November 2024.Copyright 2024 Capgemini.All rights reserved.Visit the report websiteFor more information,please contact: For press inquiries,please contact:Fahd Pasha Capgemini Financial Services Tel.:+1 647 860 3777