{"id":31998,"date":"2020-06-11T16:21:00","date_gmt":"2020-06-11T16:21:00","guid":{"rendered":"https:\/\/www.capgemini.com\/ar-es\/?p=31998"},"modified":"2025-03-28T09:12:40","modified_gmt":"2025-03-28T09:12:40","slug":"colaborar-para-prosperar-la-banca-y-su-enfoque-en-el-cliente","status":"publish","type":"post","link":"https:\/\/www.capgemini.com\/ar-es\/insights\/expert-perspectives\/colaborar-para-prosperar-la-banca-y-su-enfoque-en-el-cliente\/","title":{"rendered":"Colaborar para prosperar: la banca y su enfoque en el cliente"},"content":{"rendered":"\n<p><\/p>\n\n\n\n<header class=\"wp-block-cg-blocks-hero-blogs header-hero-blogs\"><div class=\"container\"><div class=\"hero-blogs\"><div class=\"hero-blogs-content-wrapper\"><div class=\"row\"><div class=\"col-12\"><div class=\"header-title\"><h1>Colaborar para prosperar: la banca y su enfoque en el cliente<\/h1><\/div><\/div><\/div><\/div><div class=\"hero-blogs-bottom\"><div class=\"header-author\"><div class=\"author-img\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/ar-es\/wp-content\/uploads\/sites\/9\/2021\/08\/cg-logo-3.png?w=330?w=200&amp;quality=10\" alt=\"\" loading=\"lazy\"\/><\/div><div class=\"author-name-date\"><h5 class=\"author-name\">Capgemini<\/h5><h5 class=\"blog-date\">2020-06-11<\/h5><\/div><\/div><div class=\"brand-image\"> <\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/ar-es\/?p=31998\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"abrir en una nueva ventana\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-tw\"><a href=\"https:\/\/twitter.com\/intent\/tweet?url=https:\/\/www.capgemini.com\/ar-es\/?p=31998&amp;text=\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"abrir en una nueva ventana\"><i aria-hidden=\"true\" class=\"icon-tw\"><\/i><span class=\"sr-only\">Twitter<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/ar-es\/?p=31998&amp;text=\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"abrir en una nueva ventana\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><div class=\"article-text article-quote-text\">\n<p><strong>La industria de servicios financieros ha enfrentado numerosos cambios desde la irrupci\u00f3n de nuevos actores digitales. Motivados por tener presencia en el mercado, se ha promovido la colaboraci\u00f3n entre los bancos tradicionales y las FinTechs a trav\u00e9s del modelo de \u201cBanca Abierta\u201d, sin embargo, hasta ahora los resultados de dicha alianza no han sido del todo favorables para ambas partes, \u00bfa qu\u00e9 se debe esta situaci\u00f3n?<\/strong><\/p>\n\n\n\n<p>No cabe duda de que, desde la creaci\u00f3n de las FinTechs, \u00e9stas han evolucionado de ser entes disruptivos hasta convertirse en actores maduros del ecosistema financiero, los cuales cada vez tienen una posici\u00f3n m\u00e1s competitiva en el mercado. Comprendiendo el panorama, los bancos comenzaron a colaborar con ellas a trav\u00e9s del modelo de \u201cBanca Abierta\u201d. Pero a la fecha, indicadores del WFR 2020<a href=\"#_ftn1\" id=\"_ftnref1\">[1]<\/a> de Capgemini revelan que los resultados de estas alianzas han sido desalentadores. Para muestra, s\u00f3lo 6% de los bancos obtuvieron el ROI esperado de la colaboraci\u00f3n, mientas que alrededor del 70% de las FinTechs tuvieron dificultades para compenetrarse con su socio bancario y se sintieron frustradas a lo largo del proceso.<\/p>\n\n\n\n<p>En ese sentido, es claro que uno de los grandes factores que impiden asociaciones exitosas son las diferencias entre las culturas corporativas de ambas entidades. Una colaboraci\u00f3n efectiva requiere la madurez de las personas, negocios y procesos, tanto de los bancos como de las FinTechs.<\/p>\n\n\n\n<p>Otro dato relevante que arroj\u00f3 el WFR 2020, es que 79% de los bancos admiti\u00f3 que uno de los problemas que experimentaron es que sus sistemas no son lo suficientemente \u00e1giles para conseguir la efectividad en las colaboraciones, lo cual evidencia la importancia de la tecnolog\u00eda como piedra angular para poder adoptar el enfoque colaborativo.<\/p>\n\n\n\n<p>Aunque los bancos tradicionales han comprendido la necesidad de invertir en su infraestructura de TI para mejorar la experiencia del cliente, pues se estima que su inversi\u00f3n en nuevos desarrollos de TI aument\u00f3 del 24% en 2016 al 33% en 2019, sus esfuerzos no han sido suficientes para satisfacer las expectativas de los clientes, especialmente las nuevas generaciones.<\/p>\n\n\n\n<p>Esto se debe a que los bancos han modernizado algunas transacciones y canales de interacci\u00f3n, pero al mismo tiempo han descuidado las operaciones intermedias y procesos administrativos, que siguen siendo complejos y lentos, los cuales conducen a una experiencia fragmentada, y usualmente insatisfactoria, del cliente. Mientras que otras fases del servicio no mantienen el rumbo de acci\u00f3n adecuado, por ejemplo, la entrega de productos en la \u00faltima milla.<\/p>\n\n\n\n<p>De acuerdo con el WFR 2020, se calcula que 50% de los clientes creen que no reciben una atenci\u00f3n personalizada de sus bancos y 48% de los clientes millennials y expertos en tecnolog\u00eda, consideran que sus bancos tienen una limitada gama de productos.<\/p>\n\n\n\n<p>As\u00ed pues, los bancos tradicionales tienen el desaf\u00edo de mantenerse atractivos y competitivos en este panorama cambiante, porque la mayor\u00eda sigue sin ofrecer un servicio \u00e1gil y personalizado al cliente, aumentando la brecha por cumplir sus expectativas. Pero tambi\u00e9n existe una enorme oportunidad, hoy m\u00e1s que nunca, por transformarse para optimizar sus operaciones, renovar su portafolio de servicios y brindar una experiencia totalmente centrada en el cliente.<\/p>\n\n\n\n<p>Los bancos dispuestos a colaborar e innovar ser\u00e1n los m\u00e1s propensos a prosperar dentro del, cada vez m\u00e1s cercano, ecosistema del Open X (apertura extendida de la banca), para que en conjunto puedan desarrollar productos acordes a las necesidades de los clientes, e incluso, mejorar las operaciones internas y los procesos administrativos.<\/p>\n\n\n\n<figure class=\"wp-block-image alignleft\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/ar-es\/wp-content\/uploads\/sites\/24\/2020\/06\/bernardo-valle-002.png?w=300\" alt=\"\" class=\"wp-image-57595\"\/><\/figure>\n\n\n\n<p><strong><em>Bernardo Valle es Director de Servicios Financieros | Banca de Capgemini M\u00e9xico, empresa l\u00edder global en consultor\u00eda, servicios de tecnolog\u00eda, y transformaci\u00f3n digita. Capgemini est\u00e1 a la cabeza de la innovaci\u00f3n para enfrentar las oportunidades de sus clientes en el cambiante mundo de la nube, digital y plataformas.<\/em><\/strong><\/p>\n\n\n\n<div style=\"height:52px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><a id=\"_ftn1\" href=\"#_ftnref1\">[1]<\/a> World FinTech Report, 2020, URL: <a href=\"\/ar-es\/news\/press-releases\/world-fintech-report-2020\/\">https:\/\/www.capgemini.com\/ar-es\/news\/world-fintech-report-2020\/<\/a><\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":336,"featured_media":31999,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"c4e336da-601f-4732-9441-656bc613434d\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":false,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":false,"cg_dt_link_disabled":false,"_yoast_wpseo_primary_brand":"","_jetpack_memberships_contains_paid_content":false,"footnotes":"","featured_focal_points":""},"categories":[1],"tags":[],"brand":[],"service":[],"industry":[110],"partners":[],"blog-topic":[390],"content-group":[],"class_list":["post-31998","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","industry-banking","blog-topic-financial-services"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.8 (Yoast SEO v22.8) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Colaborar para prosperar | Capgemini<\/title>\n<meta name=\"description\" content=\"La industria de servicios financieros ha enfrentado numerosos cambios desde la irrupci\u00f3n de nuevos actores digitales. 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