Skip to Content

Unleashing the power of quantum computing: The imperative for application research

Julian van Velzen
Julian van Velzen
Jul 17, 2023

As we approach the era of quantum advantage, where quantum computers outperform classical computers for specific tasks, exploring how we can harness the potential of quantum computing and algorithms for real-world applications becomes crucial.

Among the industries eagerly anticipating the impact of quantum computing, material science and drug discovery hold immense promise. However, transitioning from quantum computational advantage to practical implementation won’t be a walk in the park and will require addressing complementary challenges. Without dedicated research into practical applications, we risk having powerful quantum computers sitting idle while companies are still unprepared to adopt them.

This article will delve into the essential requirements for quantum computers and algorithms to become useful in these fields. It will highlight the significance of focused application research in driving advancements in quantum technology.

Unleashing quantum potential In material science and drug discovery

Material science, at the forefront of innovation, presents abundant opportunities for leveraging quantum computing. By delving into the atomic and molecular levels, material scientists strive to enhance properties and functionalities. Advanced alloys, nanomaterials or topological materials are just a few examples of materials defined by quantum behavior and therefore offer exciting avenues for exploration.

Another promising industry for a quantum advantage is the pharmaceutical industry. The industry faces significant challenges in the drug discovery process, with escalating costs and time requirements. Accelerating the virtual screening of potential drugs in an expanding chemical space is imperative.

Both industries are heavy users of molecular and material simulation. Approximate solutions like density functional theory (DFT) are invaluable for exploring and designing drugs and materials and can model many desired properties. However, other simulating other chemical features can be more challenging. In material science, for example—which approximates solutions of charge transfer processes, photochemical reactions and catalytic reactions—often fails to capture the underlying quantum physics determinative for the material’s behavior. In many cases, these characteristics are defined by electron dynamics and, in some cases, strong many-electron correlations, which is notoriously difficult for classical solvers.

This is where a potential quantum advantage comes in. As we scale up the power of quantum computers, simulating electron dynamics is one area in which scientists hope for a quantum computational advantage.

Still, material scientists and pharmaceuticals aspire to understand higher-level questions such as material behavior and performance or potency and selectivity of candidate drugs. Simulating electron dynamics for small systems alone is insufficient to answer these questions. On the other hand, the genuine quantum effects that determine the behavior of some materials or molecules make quantum computers an attractive tool. Therefore, we’ll likely need a combination of quantum and classical computers and solvers to answer these questions.

The urgent need for application research

To make quantum computers useful, despite all their limitations, we must emphasize the criticality of extensive application research. Applied research goes beyond developing isolated quantum algorithms. It focuses on identifying applications that can genuinely benefit from a quantum approach and integrating quantum technologies into existing computational workflows. Note that this will not be easy. It must deal with complex matters in an interdisciplinary environment of quantum information scientists, domain knowledge experts and business owners. It must deal with the limits of today’s quantum computers while building tomorrow’s applications, all with uncertain specifications and timelines.

However, if done well, it will usher companies into the era of quantum computing. It will allow companies to benefit from quantum computers as soon as they’re available. In the first place, by developing the right capabilities and knowledge. Given the steep and interdisciplinary learning curve, companies should expect several years before becoming quantum-ready.

However, with the high pace of current developments, that time might be now. Benefits go beyond capability and knowledge development, too. Essential technologies must be developed to integrate quantum computing into workflows. Additionally, application research serves as a compass for the quantum industry. By understanding the computational requirements companies face, they can influence the direction of research and guarantee systems support industry requirements.

Conclusion

As we inch closer to quantum advantage, the pressing question arises: How do we make quantum computing truly useful? While numerous companies are exploring quantum computing, the percentage of them publishing their findings remains minimal. This highlights the urgent need for dedicated teams comprised of chemists, material scientists and computational experts to bridge the gap between theoretical advancements and practical applications. If we want to prevent the transformative power of quantum computing from going unused while companies are still getting ready, then initiating application research today is key.

This article first appeared on Forbes.com

Meet the author

Julian van Velzen

Julian van Velzen

Quantum CTIO, Head of Capgemini’s Quantum Lab
I’m passionate about the possibilities of quantum technologies and proud to be putting Capgemini’s investment in quantum on the map. With our Quantum Lab, a global network of quantum experts, partners, and facilities, we’re exploring with our clients how we can apply research, build demos, and help solve business and societal problems that till now have seemed intractable. It’s exciting to be at the forefront of this disruptive technology, where I can use my background in physics and experience in digital transformation to help clients kick-start their quantum journey. Making the impossible possible!

    Sustainable, green supply chains; A manufacturer’s new reality

    Vincent-de-Montalivet
    Vincent de Montalivet
    14 July 2023

    A Q&A with Vincent de Montalivet, Principal, Data for Net Zero offer leader, and Christopher Scheefer, Vice President, North American Lead for Intelligent Industry at Capgemini

    The world’s manufacturers are more connected than ever, and they simply cannot afford to be at the mercy of unreliable, insecure supply chains. Yet supply chains are among the business operations most vulnerable to outside forces and the cost can be significant, ranging from lost sales and production time to lower brand image and increased difficulty in raising capital.

    Insights derived from top-quality data can help manufacturers avoid disruptions in their supply chains – or at least mitigate the effects of climate change – by making these vital operations more sustainable.

    Capgemini’s Vincent de Montalivet and Christopher Scheefer talk about how they help manufacturers leverage data to transform their operations. Here, they explain how the sustainable supply chain creates financial and operational advantages even as it reduces environmental impact and mitigates risk.

    What is a sustainable supply chain? Is it one that’s environmentally responsible?

    Vincent de Montalivet: Environmental excellence is certainly an important part of it. Consumers, investors, and regulators are increasingly concerned about carbon emissions and other environmental issues, and companies must respect and respond to those concerns. Green supply chains are particularly important as companies make net-zero commitments and need to track their emissions across their ecosystem and the life cycle of their products. But sustainability is more than just being green. What we’re really talking about is the transformation of the supply chain beyond its traditional role in which partners work with an enterprise to design and manufacture a product and then bring it to market. The sustainable supply chain encompasses that, but then expands to cover the entire lifecycle of the product in a way that reduces that product’s impact on the environment and minimizes risks to the business. It accounts for how a manufacturer’s decisions and activities impact climate change, but also how climate change impacts the organization – in terms of both financial and organizational risks.

    Can you provide an example?

    Christopher Scheefer: Sure. A manufacturer buys from a partner in its supply chain that experiences a chemical spill and has to suspend business while it addresses this. From an organizational perspective, the manufacturer needs to find a new source for that chemical so it can continue to operate. But that spill could also negatively impact the manufacturer’s brand because the manufacturer is associated with that supplier. It could also have financial implications – both in terms of sales but also in the form of making it harder to attract capital from investors who are increasingly concerned about environmental, social, and governance (ESG) issues. So it’s absolutely paramount that organizations include sustainable risk analysis in their network.

    That’s a greatly expanded role for the traditional supply chain, isn’t it?

    Scheefer: Absolutely. A supply chain has traditionally been treated as a means to manage disruptions – for example, those caused by the COVID-19 pandemic or by international conflicts – and, in legacy supply chains, the chief procurement officer would rank members of their network primarily on time, quality, and cost.

    de Montalivet: We call those the currencies of a supply chain: they’re the main criteria that companies consider as they make decisions. Now, manufacturers need to add carbon as a currency. We’re witnessing increasing risks to supply chains arising from climate catastrophes and, as we look ahead, extreme weather events are only expected to grow more frequent and more severe. So there’s a real need for companies to make their supply chains more sustainable because that also means making them more resilient.

    Scheefer: In the modern business environment,manufacturers must also deal with the rise of the circular economy. Chief procurement officers now must also manage reverse logistics – for example, they must figure out how to bring a product back into the company for reuse, refurbishment, or remanufacture after the customer is finished with it. And once the product has reached its end of life, companies must be able to determine its ultimate waste footprint in order to report on its environmental performance to shareholders, potential investors, and regulators.

    Those are significant changes and the supply chain of today must look very different from those of the past. What does today’s supply chain look like?

    Scheefer: From a technology perspective, a modern, sustainable supply chain is intelligent and connected. The intelligence provides the manufacturer with the ability to track the priority, the commitment, and the execution of sustainability for all its suppliers, globally, at any given time. In the past that would have been impossible – but now we can apply advanced, data-driven solutions employing artificial intelligence and other leading-edge technologies to the problem. It’s still a challenge – especially for enterprises that rely upon a globe-spanning network of suppliers and sub-suppliers, distributors, and other partners. But data mastery makes it viable.

    de Montalivet: Connectivity is also important. It enables the manufacturer to manage the business in a way not previously possible. For example, the supply chain can now be connected to research and development, to ensure new product designs are more sustainable. It can be connected more deeply into manufacturing, where it will have an effect on new methods, new systems, and new machinery. And connectivity enables more sustainable sourcing through marketplaces that provide a true view of the supply chain network and a true view of the organization’s exposure. AI and analytics play huge roles in this because they’re critical technologies for assessing risk on the scale we’re describing. As an aside, it’s why AI is playing an increasingly vital role in the insurance industry as that sector comes to grips with the risks associated with climate change.

    Can you provide some examples of how AI enables or enhances the sustainable supply chain?

    de Montalivet: The Capgemini Research Institute has identified more than 70 AI-enabled use cases related to climate action. It focused on some of the top use cases for its report, Climate AI: How artificial intelligence can power your climate action strategy. For the manufacturing sector, these include tracking greenhouse gas emissions and tracing GHG leaks at industrial sites, and improving the energy efficiency of manufacturing facilities and industrial processes. Capgemini researchers also cited a number of use cases that have direct implications for the sector’s supply chains – including designing new products that reduce waste and emissions during prototyping, production, and use, improving demand planning, reducing the waste of raw materials, and route optimization and fleet management.

    Scheefer: AI-derived insights are giving decision makers the information they need to transition manufacturing away from “make to stock,” in which a company creates products and warehouses them on the assumption that a customer, eventually, will want them. It facilitates “make to order,” in which the product isn’t produced until there’s a customer for it. This confers several advantages – including eliminating waste, reducing warehousing space, and making better use of a company’s workers. At the same time, better management allows the organization to reduce water use, energy consumption, and associated emissions. All of this has implications for the supply chain as well.

    How are successful companies enabling their supply chains to become more sustainable?

    de Montalivet: It may sound obvious, but if an organization can’t see all of the parameters across its supply chains in real time, it’s almost impossible to optimize them in a sustainable manner.So companies that already employ a logistics control tower are off to a good start. The control tower isn’t a new concept – it’s been around for years – but it’s essential to incorporate sustainability data into it.

    Scheefer: Successful companies also recognize this is a journey. Once they’ve defined and implemented a sustainable supply chain, they can then start to apply data and analytics to continuously improve it. Capgemini offers solutions that help with this. Our Data for Net Zero solution enables organizations to master data from different sources and suppliers, then share it across their business functions and value chain. Meanwhile, our Sustainable AI solution ensures that employing the computational power of AI is itself accomplished in the most energy efficient, sustainable way possible.

    You obviously believe a sustainable supply chain is essential. Why?

    Scheefer: We do, because the supply chain is linked to so many other aspects of a business. Well-managed, sustainable supply chains have become a transformational agent and a necessary capability. It’s absolutely essential that a company has a sustainable supply chain strategy. If the chief procurement officer is not making their supply chains more sustainable, they’re losing out. Increasingly, it’s a license to operate and should be a corporate imperative.

    Continue the conversation, get in touch with us:

    Vincent de Montalivet, Principal, Data for Net Zero Offer Leader

    Christopher Scheefer, Vice President, North American Lead for Intelligent Industry at Capgemini

    Building virtual storage in electricity
    is there a shortcut?

    Dr Danica Vukadinovic Greetham
    7 June 2023
    capgemini-engineering

    Flexibility and predictability in electric grids – multi-scale challenges and future directions through meso-level aggregation.

    Needed: Intelligent Local Grids. When: Immediately

    The push to NetZero places most of its bets on electrification[1]. While, on average, total UK electricity demand has been decreasing since 2005[2], massive changes are brewing. Increases in distributed generation and demand due to the electrification of heat and transport are fast approaching.

    These changes will require much more ‘intelligence’ from low voltage local networks to deliver more flexible load management if they are to continue to function within operational and regulated limits, and maintain grid stability. Such flexibility management at the local level must also be designed to benefit from the wholesale electricity and balancing market, otherwise the investment in flexibility will be under-optimized.

    Increased visibility through monitoring will be the key to unlocking new intelligent solutions and keeping costs down. One of the benefits of more data is to facilitate more reliable forecasts of both demand and supply, which in theory can enable the operators to act more optimally. Smooth demand curves have a double advantage: they postpone the need for expensive reinforcements or negotiating massive reserves to be able to meet peak demand, and they allow for better prediction.

    As we know, demand smoothing is difficult, but it can be leveraged through time-of-use tariffs, by automating demand shift (e.g., through smart charging or intermittently switching off appliances), or by using storage[3].

    So, the solution is mostly…storage?

    Storage requires the least amount of behavioural change, but as we know, it is expensive. An alternative approach would be to create virtual storage, through flexibility. By ‘flexibility’, we assume a timely and/or spatial shift of activities, that reduces demand during peak periods, moves it from substations with a little headroom to those with more headroom or from less green to a greener generation mix.

    But, to shift demand, we need to be able to predict it accurately.

    New sources of data can improve the prediction of local demand: mobility, transport, local weather forecasts, smart meters, etc. Still, we are dealing with complex human interactions, where the only constant is change. For example, the future equivalents of the TV pickup[4] for soap operas would be difficult to predict – as content becomes available 24/7, and one can pause broadcasting, synchronous breaks are rarer.

    A complex system of a dynamic environment and human behaviour presents us with various challenges:

    • climate change impacts time-of-year usage patterns and the frequency and intensity of peak electricity demand[5];
    • shifting working patterns caused by COVID moved demand from industrial buildings to individual households and disrupted daily time-of-use patterns;
    • different policy considerations risk the creation of new peaks (e.g. an increased early evening peak, or localised night peaks for EV charging);
    • technological innovations (cryptocurrency, large language models) generate new significant electricity demand. 

    Follow the yellow brick road…

    Predicting accurately and then shifting demand equates to building robust virtual storage solutions, but obviously, the devil is in the detail.

    We can think about three different levels of time/space demand shifting:

    • Macro-level – Large consumers (e.g., data centres[6] and other industrial consumers)
    • Meso-level – Aggregated flexibility services
    • Micro-level – Individual households, secondary substations, or distribution feeders[7]

    The different levels present different technical challenges when trying to create data profiles of these entities and ecosystems.

    Individual large consumers or categories of commercial consumers are, in general, easier to predict as they will have smoother profiles[8]. But because they also have harder constraints, need more time to react, and have a vast range of data, the challenge is higher. That is why it is much easier to model domestic demand over commercial or industrial.

    On the other hand, flexibility at the meso and micro levels allows for more adaptable solutions. However, while they might be able to act faster, accurate forecasting is much more difficult at the feeder or individual level due to the volatility and variety of behaviours, not to mention privacy and scalability issues. What’s more, local dispatch optimisation problems can become too big to solve simultaneously.

    The answer, therefore, may lie in the meso-level. Creating data-profiles of similar neighbourhoods and similar businesses[9], and aggregating these, could provide an innovative ‘network of small virtual plants’, providing a storage solution that is robust, flexible, and cost-effective. By creating virtual storage, the UK can manage predicted increases in electricity demand, and thus improve its odds of meeting its Net Zero pledge.


    [1] https://www.iea.org/reports/net-zero-by-2050

    [2] https://www.gov.uk/government/statistical-data-sets/historical-electricity-data

    [3] N.B. that the technology is still some distance from scaling to the level needed

    [4] https://en.wikipedia.org/wiki/TV_pickup

    [5] https://www.pnas.org/content/114/8/1886

    [6] Our data centers now work harder when the sun shines and wind blows (blog.google)

    [7] https://doi.org/10.1016/j.erss.2019.02.008

    [8] https://arxiv.org/pdf/2106.11750.pdf

    [9] https://www.creds.ac.uk/publications/development-of-a-profile-based-electricity-demand-response-estimation-method-an-application-based-on-uk-hotel-chillers/


    Author

    Dr Danica Vukadinovic Greetham

    Technical Consultant, Hybrid Intelligence, Capgemini Engineering
    Danica has over 15 years of industrial and academic experience in predictive analytics of large human activity datasets, including smart energy, brain networks and social media. She is helping companies across different sectors with data&digitalization strategies and roadmap creation, enjoys problem solving and creating innovative solutions.

      5G private networks for intelligent and connected cruise ships

      Capgemini
      Capgemini
      7 June 2023
      capgemini-engineering

      A cruise ship’s crew and passengers expect continuous access to affordable, high-quality internet services while onboard. But the communications network on a typical cruise ship is a complex system, integrating multiple types of infrastructure to meet the needs of the ship, its crew, and its guests.

      It will often include existing wired infrastructure, supporting multiple network protocols, and will be augmented by both WiFi and private cellular networks such as 4G, LTE, and 5G to meet current and future connectivity requirements. The often unpredictable nature of a cruise ship’s journey means the network must constantly adjust to changing conditions, selecting the most appropriate connectivity options for providing reliable and fast internet access, and supporting onboard applications.

      Optimizing backhaul connectivity is crucial to delivering the desired internet access. To address this while at sea, the ship’s network may rely on a combination of Geostationary (GEO), Medium Earth (MEO), and more recent high-bandwidth, low-latency Low Earth Orbit (LEO) satellite connections, depending on availability and the ship’s location. Alternatively, when at port or close to coastal areas, it may utilize terrestrial public cellular and port WiFi networks to provide the best possible internet connection.

      Deploying a private 5G network can address many of the onboard challenges faced by a cruise ship’s communication network by providing faster, more reliable connectivity.

      Enabling a host of new applications

      A private cellular network based on 5G can augment existing WiFi and wired infrastructure and, by enabling modern applications requiring high bandwidth, low latency, and higher connection density, create a more intelligent and connected ship.

      5G technology offers high-speed broadband connectivity, low latency, a vast number of simultaneous connections, and quality of service through network slicing. Unlike WiFi networks, 5G can operate at higher frequencies, potentially providing faster speeds and better coverage. Moreover, its slicing technology can be optimized for specific use cases such as providing high-speed internet access to all the guests on a cruise ship, thus alleviating bandwidth constraints and improving the overall guest experience.

      A host of new applications, based on a private 5G network and with improved backhaul internet bandwidth connections, can help reduce operational costs for a ship’s owners, enhance guest experiences, and generate revenue through monetizing applications.

      Exploring the benefits

      Private 5G networks can enable the remote monitoring and maintenance of a ship’s critical systems, allowing cruise lines to diagnose and resolve issues more quickly and efficiently, reducing downtime and associated maintenance costs, and improving overall performance. And through secure connectivity, real-time data collections, and automated controls, a 5G private network can be employed to optimize energy consumption in a ship’s lighting and HVAC systems.

      And, by allowing video data to be processed quickly and more reliably, a private 5G network with Edge computing can improve the effectiveness of real-time high-definition video surveillance applications, helping to create a safer, more secure onboard environment for passengers and crew.

      The benefits extend beyond greater operational security and efficiencies. 5G private networks can improve the guest and crew experience, too.

      For instance, a 5G private network can offer the immense bandwidth required to enable live streaming of onboard performances, games, and entertainment for thousands of guests. Exclusive, high-profile events can be streamed externally over the internet by prioritizing onboard 5G network traffic using network slicing and optimized SD-WAN routing for backhaul internet connections, which benefit from improved bandwidth via LEO satellite connections.

      Furthermore, by leveraging a 5G private network, cruise line operators can partner with a Mobile Virtual Network Operator (MVNO) or Neutral Host Network (NHN) provider to offer guests and crew low-cost or no-cost seamless cell service. Not only will this optimize onboard operations, enhance the guest experience, and reduce costs associated with cellular service, but this solution also presents a monetization opportunity for cruise lines to offer innovative solutions to guests and crew, addressing the pain points of high cellular service costs and poor connectivity.

      Potential use cases

      There are a many potential use cases for the deployment of 5G private networks onboard a cruise ship. Here are some more examples.

      Improving security, safety, and operational efficiencies:

      • Use IoT/sensors to monitor and optimize fuel/energy consumption, creating a digital shadow/twin of key operational domains for improved real time Inventory Management.
      • Stream real-time high-resolution videos with live vision AI/analytics for enhanced security, faster onboard check-in, improved cruise ship operations, and crowd management, among other benefits.
      • Use automated vehicles and robots onboard for operational efficiencies and for loading crates and baggage for reduced ship turnaround times.
      • Provide onboard immersive crew and employee enablement and training.
      • Conduct drone-based inspections, onboard asset maintenance, and asset revamping.

      Improve guest and crew experiences:

      • Offer live performance simulcast.
      • Provide immersive AR, VR, and XR onboard guest experiences.
      • Stream onboard edge-enabled entertainment and games.
      • Leverage the Smart Energy Management Digital HUB to create Smart Cabin applications for guests.
      • Use AI/ML-enabled vision-based embarkation/disembarkation/identity verification processes at sea and at port.
      • Enable improved onboard guest-to-guest, guest-to-crew, crew-to-crew communication including push-to-talk services through the onboard mobile app
      • Enable seamless connectivity to mobile network operator services for guests and crew to communicate with their families on land.

      Authors

      Pradeep Nambiar

      Director, NA Services BU Pre-Sales – Industry Solutions, Capgemini Engineering
      Mr. Nambiar specializes in creating and advising on a wide range of offerings. These include Digital Continuity/PLM/Digital Twin, IIOT, 5G Private Networks, Digital Native transformations, Servitization potential exploration, secure engineering, and industrial process improvement using Autonomous AI. He serves clients in sectors such as Logistics, Transportation/Airlines/MRO, Hospitality (Hotels/Cruise Lines), Commercial Real Estate, and Engineering Procurement & Construction (EPC).

        Jerry P Nicholas

        Senior Director BU Pre-Sales – 5G & Edge Solutions
        As a 5G/Edge/IoT solution lead; Mr. Nicholas is dedicated to advising clients on their digital transformation journey. Working along with Capgemini’s ecosystem partners, Mr. Nicholas; provides end-to-end solutions to Telecom, Enterprises, Industrial, Maritime, and Automotive customers.

          Happy or frustrated — How do your customers feel?

          Christian Schacht
          13 Jul 2023

          Studies have shown that agents often know exactly how to resolve the customer’s request but they are either not enabled or not empowered to execute on this

          I’ve just had a great service experience with one of the world’s best-known tech brands. I’d called about a replacement part and was taken seamlessly through a series of processes all built around resolving my query. I felt guided through every step and loved the fact that the call handler not only had a complete record of my engagement history, from purchase to contract to service, but took the time to check if there was anything else I needed while on the call. Clearly, their key performance indicator was one of resolution, rather than call time/cost.

          Compare that to how a colleague felt recently on contacting a long-term utility provider to inform them about a change of address. There was no synchronization between his electricity and gas accounts with the same company and, despite having the identical contact details and name on each, both accounts had different customer identifiers. This meant my colleague was passed from pillar to post to de-register (twice) and then register at the new address (twice).

          That’s not all. Having jumped through countless hoops, my colleague received no offer of a new tariff or incentive for his loyalty. Guess which one of us loves our provider? In fact, while I’m happily telling everyone about my tech company experience, he has moved to a new utilities provider with a reputation for customer centricity.

          In a situation such as that with the incumbent utilities company described above, the problem is often the way in which the company is organized internally. Internal departmental silos often don’t work together, either because their systems aren’t integrated or for political and/or historical reasons. So, a customer with a product or payment query might be routed via several departments before getting to an agent able to help.

          Then there is the challenge of customer service agents organized around and measured by KPIs based on call times and the ensuing costs. Sadly, they are far more likely to hang up if they can’t resolve an issue quickly in order to hit their KPI. This applies both to internal customer engagement teams and to outsourced providers. In both instances, organizing agents around a “customer happiness” KPI instead of an “agent productivity” metric would make it far more likely that the call is successfully dealt with. Why? Because it’s all about the customer, rather than the call handler.

          Studies have shown that agents often know exactly how to resolve the customer’s request but they are either not enabled or not empowered to execute on this. But giving individual agents responsibility for effective call resolution from start to finish of the customer contact is a proven approach. Here we see an agent taking the call, identifying the problem, and liaising with the relevant departments (service, payment, maintenance, contract renewal, etc.) on behalf of the customer rather than handing them on to another department. The result? The customer feels at the center of the story and the agent has only one focus – to resolve the issue or query. And the more efficient your call resolution processes are, the more cost effective they become. What is maybe even more exciting is that empowered agents can significantly increase the company’s top line. Based on a Forrester customer experience benchmark in the US from 2022, home and auto insurers that empower their agents to solve problems themselves could see a whopping $1 billion in incremental revenue. Airlines that do the same could see an $833 million boost to their top line.

          Technology can be used as an enabler to empower your agent and delight your customers, for example, by routing the customer directly to the best agent to take personal control of the situation. Technology can help you understand the customer context and make smart decisions to match the customer’s needs. Technology can also support the agent by guiding them to the right resolution and providing all required access, information, and support personalized for the specific situation your customer is contacting you for.

          How you organize your customer service teams is just one of several strands in the customer experience story that I will explore further in this series of articles. Look out for “How to make the customer your biggest fan — Use data” next.

          To discover how Capgemini’s Augmented Service offer can help you reorganize your customer-facing teams to put your customers first, visit our website here.

          Author

          Christian Schacht

          Vice President, Global Offer Lead Augmented Service; Head of Digital and ERP Financial Services
          “I have over 18 years of experience for strategy, concept, design and execution, delivering innovative Digital Transformation solutions for multiple industries. I help clients connect with customers, partners and employees and create great experiences across digital and traditional channels.”

            What a proud moment: Capgemini wins six 2023 Microsoft Partner of the Year Awards!

            Nico Steenkamp
            12 Jul 2023

            I am beyond thrilled to share that 2023 has proved to be another triumph for the Capgemini and Microsoft partnership; Capgemini has won six 2023 Microsoft Partner of the Year Awards. This year’s success really manifests Capgemini’s position as a leading Microsoft partner and the value we jointly bring to our clients.

            Everyone who knows me knows that I love to move fast – but when moments like this arise, I believe it’s important to pause, celebrate, and reflect. I really want to thank the amazing team behind this top achievement and spend some time reflecting on why these awards are so important to us and what makes up the secret formula for success behind our wins.

            At Capgemini, we are passionate about helping our clients to transform and manage their businesses by harnessing the power of technology. Together with Microsoft,  we continue to co-create and co-innovate across different industries, and are especially proud to see this commitment recognized through wins across a range of categories and industries, which serve to demonstrate how our diverse capabilities and global coverage empower us to deliver true business value for our clients.

            Let’s take a look at the winning categories in more detail.

            • Global System Integrator (GSI) Award, Western Europe The Capgemini Microsoft partnership spans more than 25 years and has allowed us to deliver real impact to our clients in Western Europe. Together, we help organizations use Microsoft technology to yield new, impactful experiences for their customers and employees, redefine and innovate their processes, and deliver new digital products and services that drive impact in their marketplaces. I’m thrilled we were recognized in this category.
            • SAP on Azure  As one of the most accredited SAP partners with over 12,000 SAP specialists, Capgemini has a unique ability to guide clients on their SAP on Azure transformations. This year we have further strengthened our partnership through a strategic initiative in Europe aimed at bringing differentiated and innovative industry solutions to help clients accelerate and succeed in their SAP on Azure journeys
            • GSI Growth Champion As a Microsoft Cloud Solution Partner, Capgemini holds more than 45,000 Microsoft certifications, ranking us among the top three Microsoft Partners in the world. To date, we are also proud to be the only Microsoft Partner to achieve accreditations in Analytics, AI and ML, and data warehouse migrations. This combination has allowed us to champion Microsoft’s growth globally across a variety of industries and solution areas.
            • Country Award, Sweden Sweden is a leading force for digital innovation and advanced research. Over the past year, Microsoft, Capgemini, and Sogeti (part of Capgemini) have accelerated a new approach to customer experience for businesses across the country. Through the Microsoft Digital Customer Experience of the Future offering, we’ve helped organizations create personalized customer experiences that can strengthen relationships, fuel innovation, and drive lifelong growth.
            • Industry Award, Financial Services, United States Close collaboration and deep knowledge of Microsoft services mean Capgemini is uniquely placed to unlock the full potential of the latest Microsoft financial services technologies for our clients. This past year, we’ve launched several new Microsoft accelerators across FSI domains and verticals. We’ve also accelerated the adoption of newer technologies within the industry and created new industry offerings for Azure Marketplace.
            • Security Award, France This award resulted from our engagement with a French multinational seeking to enhance its security. Leveraging our strong Microsoft partnership, we provided comprehensive support, including a security operations center (SOC), identity management tools, Microsoft Defender for Endpoint, and Microsoft Defender for Office 365. Our implementation of new solutions through a security roadmap enables the client to continually elevate their cybersecurity measures for the future.

            Geared towards accelerating our partnership for the future

            So, what’s next for our partnership?

            We believe Capgemini’s role centers on our ability to bring business ambitions to life for our clients. Our Microsoft partnership allows us to do just that – it helps us to implement faster and release value quicker, all while reducing risks and increasing security.

            My counterpart, Soren Lau, General Manager of Partner Development at Microsoft, acknowledges our core strengths and joint success:

            “Congratulations to Capgemini for receiving six Microsoft Partner of the Year Awards 2023, including the GSI Growth Champion Partner of the Year Award. By combining Microsoft services with their industry knowledge and cloud capabilities, they have created innovative solutions and services for their customers. We’re excited to celebrate Capgemini at Inspire as they continue to enable digital transformation.”

            Soren Lau, General Manager of Partner Development at Microsoft

            Each year we set the bar higher, and I’m thrilled to see that we’ve been recognized for it. I know I speak for everyone at Capgemini when I say we’re excited to continue to push the boundaries and deliver even more value to our clients in 2024 and beyond.

            Look out for more here: https://www.capgemini.com/about-us/technology-partners/microsoft/

            Author

            Nico Steenkamp

            Global Microsoft Partner Executive
            Nico has an extensive experience in Partner Management, Outsourcing, Consulting, Program Management, and Delivery from multiple leadership roles across the Capgemini Group. He also managed the commercials and portfolio of Capgemini’s private cloud offerings. Nico is based out of Austin, Texas and enjoys playing golf, hiking and attending music concerts in his spare time.

              Eliminating network complexity with automation
              The growing need for automation in the telecoms industry

              Pablo Alonso
              11 July 2023

              Technologies in the telecommunications industry are evolving at a dizzying speed, driving the need for automation.

              From the times of old “physical” network functions (PNFs) that were updated once a year with significant effort and complex procedures, to the VNF/CNFs that are updated monthly or weekly – implementing automated processes is essential for CSPs to remain competitive.

              However, the process of implementing automation across multiple functions creates its own problems in the form of costs, incompatibilities between systems, and general disorganization. What’s needed is a strategy for automating that simplifies the setup, operations, deployment, and validation of telecoms networks by introducing automation and CI/CD/CT pipelines into the telecoms world. Like Lego blocks, we need tools that make it possible to quickly construct new solutions built out of solid, proven components, saving time and reducing the risk of error. In this blog, I’ll share my experience with automation in the telecoms world.

              The need for simplicity

              When we started working in the automation arena, it was a different, largely physical world. When two systems needed to be connected, you could simply grab a cable and connect them. Today, all that’s done virtually. But despite these differences, our goal remains the same: simplification. No one wants a tangle of cables cluttering their office, and a virtual mess is no better. It’s one thing to automate a system; it’s something else entirely to simplify a network setup and operations and save effort and time.

              For example, one of our initial projects was as simple as a connectivity setup between different network elements. The solution was to create a user interface where the source and destination IPs were introduced along with the required port. The automation engine identified all the routers and firewalls joining these two points and configured them to allow traffic flow. This wasn’t a complex activity, but we reduced the effort and time for its execution by 70 times – from hours to minutes – and freed the network engineers from a very repetitive task, avoiding many potential errors caused by human intervention.

              Today, with the current 5G NF Continuous Deployment and Testing Pipelines we are implementing, we face tasks of far greater complexity. But the basic principles stay the same: analyze the process, identify efficiencies, and implement a structured and maintainable solution reusing as much as possible. That’s what we do.

              Solutions should feature cloud-native technology, be based on containers, and be scalable and replicable. They should be able to connect to and include any tool, system, or application that offers an API. This architecture allows us to quickly implement any automation use case.

              Beyond time and cost saving, automation brings many benefits: it’s faster than manual execution, provides reliable results, avoids human error, frees our engineers from repetitive tasks, and simplifies network operation.

              Any player in the telecoms market who wants to remain competitive should introduce automation into their networks to cope with the herculean effort required to keep networks up-to-date and provide best-in-class, fast services to customers.

              Architecture

              The main features of an automation architecture should include:

              • Dynamic GUI to provide a fully customizable graphical user interface that reduces the complexity of the network and automation components, allowing any user, even one without deep network/automation experience, to launch complex tasks and review the results in the same GUI.  
              • Centralized logging system that gathers all the logs and information from the network and automation components to analyze and present the relevant KPIs and dashboard in the GUI. This service should be easy to integrate with OSS element(s) present in the target architecture.
              • Centralized Notification System able to connect to any communications service (such as email, Teams, Slack, Jira, etc.) that allows the solution to contact users requesting validations, send test reports to the user who launches it, or register an incident in the appropriate system, etc.
              • Integration with Traffic Generator and Commercial Testing Tools that allows the triggering and orchestration of testing from the GUI leveraging commercial test tool capabilities.

              The architecture must be flexible and highly adaptable, allowing for the addition or replacement of any components according to the target environment and its technological architecture.

              High-level architecture and components example

              Figure 4: Automation Architecture example

              Implementation option

              Our recommendation is not about commercial products – that would require a lot of effort in customization and adaptation. Rather, it is an open framework that can be tailored according to the required use case. It will remain an asset that can be maintained and further expanded by the customer. It can be also used as accelerator to launch the automation journey as a base architecture to form the foundations on which to build the automation strategy.

              In this sense, different European CSPs are following this open source-based approach to drive 5G Core Network Functions deployment and validation. Pipelines are built to automatically execute the deployment and update of 5GC NFs from different vendors. Our collaboration with several of these CSPs has reduced fourfold the time needed to put an automation framework in place and automate the first NF deployment.

              The short term and the long term

              Automation is crucial in order to keep up with the fast-paced evolution of telecoms technologies and the increasing complexity of networks. Companies that embrace automation can streamline operations, reduce costs, and stay competitive.

              Automation not only saves time and effort it also simplifies network setup and operations.  By automating repetitive tasks, organizations can free up their engineers to focus on more strategic initiatives and avoid potential errors caused by manual intervention. An open cloud-native architecture enables organizations to quickly implement automation use cases and seamlessly integrate with various tools and systems. This scalability and flexibility empower companies to adapt to changing technological environments and efficiently deliver best-in-class services to their customers.

              TelcoInsights is a series of posts about the latest trends and opportunities in the telecommunications industry – powered by a community of global industry experts and thought leaders.

              Author

              Pablo Alonso

              Head of Engineering Advanced Networks & 5G, Capgemini Engineering
              Pablo Alonso is Advanced Network Engineering Director designing and delivering cutting edge projects with distributed and multicultural teams around Europe in France, Italy, Germany, Spain and Portugal. Telecom Engineer, MBA, PMP & ITIL Expert with more than 20 years of international experience always willing to learn and apply new technologies and solutions as 5G, Network Virtualization and Containerization, O-RAN, Networks Automation and Telco Cloud.

                Digital defense: Powering your digital capabilities, defining your digital culture

                Simon MacWhirter
                11 Jul 2023

                The 54th Annual Paris Air Show was a busy week, but a successful one for the global aerospace and defense industry.

                It was impressive to see innovation on display across the civil aviation, space, and defense sectors. We witnessed a lot of conversation throughout the week around digital transformation and digital readiness as we look to the future of A&D. As we reflect on our time last week in Paris, we are already looking ahead to another event we are planning for this fall… DSEI 2023 which will be held in London from September 12-15. Digital capabilities are defined in different ways throughout A&D, so I want to take a moment to delve into the importance of a digital culture in the defense sector, why it is crucial to understand the driving forces behind this need for digital transformation, and how organizations can prepare for it.

                In today’s interconnected world, relying solely on conventional defense strategies and outdated systems is no longer viable. Embracing a digital culture to better use digital technology has become essential for national and international security, as well as maintaining a competitive edge in the A&D industry.

                Navigating a complex geopolitical landscape: the need for advanced defense digital capabilities

                The rapidly evolving geopolitical climate has led to increasingly complex threats that, in turn, drive different needs in national and international defense. The frequency of emerging threats and pressures originating from the rising boldness of other countries, the need for consistent maritime deterrence, and the continuous advancement of terrorist abilities and goals add to the rapidly evolving security situation.

                We also face challenges in other areas: resource scarcity, sustainability, and the need for efficient delivery are increasingly evident in material supply networks, workforce availability, preparedness, and long-term affordability. Intelligent industry and connectivity are not always paramount in responding to geopolitical shifts.

                As a result, defense capabilities, products, and services have had to become more sophisticated, with a $2 trillion push by governments worldwide toward intelligent, connected systems and assets. From sub-surface to geostationary satellites, these systems must deliver accurate decision-making information, optimal asset performance, and availability to meet affordability, sustainability, and availability targets.

                The UK government has recognized the need to modernize and integrate defense capabilities by taking a whole-force approach and increasing the use of technology and innovation. The UK Ministry of Defence (MoD) is developing a Digital Strategy for Defense that focuses on a digital backbone, a digital foundry, and an empowered digital culture. This strategy aims to prioritize funding and specialist skills to achieve greater value for money with its £4.4 billion annual digital expenditure.

                Defense products are evolving to address new threats and mission priorities, becoming more sophisticated and complex than ever before. Advanced metalwork and cutting-edge carbon structures are the foundation for top-notch digital platforms.

                The growing demand for connected and insight-driven services necessitates a transformation across all tiers of the defense supply chain. Embracing new internal capabilities and competencies that bridge the gap between the physical and digital worlds is essential for maintaining a competitive edge in an increasingly complex and technologically advanced landscape.

                The convergence of OT and IT

                Information abounds as we become more data-centric, and so it is crucial to integrate across various domains, from supply chain to battlefield. The convergence of operational technology (OT) and information technology (IT) is becoming increasingly evident, opening up new opportunities and enhancing defense capabilities.

                According to a 2022 GlobalData research paper titled ‘Internet of Military Things‘ (IoMT), real-time information sharing is critical between military sectors. The report provides an overview of the market by considering the global IoT market and identifying civilian solutions that can be adapted for defense environments. These include wearables, electro-optical/infrared systems, and command, control, communications, computers, intelligence, surveillance, and reconnaissance (C4ISR) systems and infrastructure. Though estimating the market size of IoMT is challenging due to the sensitive nature of the research and development, the IoMT market was valued at $439 billion in 2019, rose to $486 billion in 2020, and is projected to grow to $807 billion by 2025, with a compound annual growth rate of 11% over the period.

                As the linkages between OT and IT become more pronounced, innovative solutions emerge, enabling defense organizations to leverage the latest technological advancements.One such example is the use of digital twins, virtual replicas of a physical system, or process, that can monitor, analyze, and optimize the physical world. In a recent Capgemini Research Institute (CRI) report, researchers found 73% of A&D organizations now have a long-term roadmap for digital twin technology, and investment is ramping up, being projected to increase 40% from the previous year.

                The implications of integrating IT and OT in the defense sector are far-reaching. For instance, the use of digital twins and connected systems can enable predictive maintenance, reducing equipment downtime and ensuring optimal performance. Additionally, the integration of IT and OT can enhance situational awareness and decision-making capabilities, allowing military organizations to respond more effectively to emerging threats and challenges.

                As author Will Roper put it in a paper released in 2020 in line with a new digital push, this is a paradigm shift for military tech dominance: “In design, engineering, software, manufacturing, testing, and sustainment, Matrix-like simulation realism is happening: components and processes rendered so realistically they become digital twins of reality.”

                Adoption and change management: defining a digital culture

                The defense sector faces specific challenges when it comes to adopting new technologies and embracing change, due to its inherently slow-moving nature, security concerns, budget limitations, and general conservative outlook. However, the shift from a “need to know” to a “need to share” mindset is becoming increasingly important as the industry seeks to leverage the benefits of integrating IT and OT.

                Private industries, such as Formula One, have been quicker to adopt digital technologies and engage in the digital journey. These organizations prioritize data-driven decision-making over anecdotal information, recognizing the value of real-time insights to drive performance and innovation.

                For the defense industry to undergo a similar transformation, it is crucial to build trust in data and promote its adoption across all levels of the organization. When personnel understand the importance of data and rely on it for decision-making, they are more likely to actively contribute to and extract information from connected systems. Whether in new capability introduction, service or disposal, businesses must be as effective and integrated, if not more so, than the products and services their customers and end-users need. And keeping your digital culture current will attract the best new talent on the market.

                As leaders and experts in the defense sector, it is essential to continuously develop our own skill sets and adapt the organizational culture to embrace digital innovation. For instance, a Chief Information Officer (CIO) might consider taking on the role of a Chief Digital Officer, driving digital transformation across the organization. Similarly, Chief Engineers and Operations Directors should incorporate digital innovation, experimentation, and development into their delivery plans, ensuring that the organization remains at the forefront of technological advancements.

                By developing the necessary skills and fostering a culture of innovation and collaboration, defense organizations can overcome the unique challenges they face and maintain their dominance in an ever-evolving landscape.

                Final thoughts on the Paris Air Show, and on to DSEI

                Powering your digital capabilities and defining your digital culture are essential activities to stay ahead in our interconnected world, enabling the defense industry to overcome challenges, adapt to emerging threats, and remain at the forefront of innovation.

                This message was prominent throughout the Paris Air Show last week, and we look forward to continuing discussions with our clients after the Paris Air Show comes to a close. We will next be present at DSEI in London from September 12-15 where our themes of connected defense and digital technology will once more be front and center. We will be at booth H1-456 and we would be honored to have to come by for a visit! We welcome the opportunity to share our views in more detail.

                Meet our expert

                Simon MacWhirter

                Vice President and Global AE
                As a former electrical engineer in the aerospace industry, I have spent the last 25 years at Capgemini using this background to advise service and manufacturing clients on the benefits, challenges and transformation digital technology can make to their businesses. As Vice President and Global Account Executive responsible for all our work with one of the largest defence organisations, I’m making sure they have the right capabilities to adapt their IT and OT systems to rapidly changing geopolitical challenge.

                  Digitally born, digitally demanding: Generation Z and the future of finance

                  Aalekh Bhatt
                  11 July 2023

                  Generation Z. Gen Z. “Zoomers”. Born between the late 1990s and early 2010s, Gen Z grew-up alongside smartphones, social media, and constant connectivity. They are the first digital-native generation, and they expect a consistent, seamless digital experience in every aspect of their lives. This has created a generational gap where technology is concerned, particularly with the “Baby Boomer” generation (born between 1946-1964), who are beginning to retire out of the market.

                  Lifestyle Spending and Saving Habits

                  Technological upbringing isn’t the only thing that sets them apart. Gen Z favors lifestyle spending, or “soft saving”, over aggressive saving goals. This is in marked contrast with Millennials who prefer “FIRE” (Financial Independence, Retire Early) trends in saving. Going further, the “Zoomer” generation gravitates towards immediate gratification and, particularly, “Buy now, pay later” services.

                  Innovative intentions, inexperienced implementation

                  Gen Z is also beset by a very tumultuous financial world. Macroeconomic trends like inflated real estate and education prices form a tight market. When combined with their “soft saving” habits, this uncertainty creates a lack of confidence in terms of wealth and inheritance. This has, in turn, pushed Gen Z into entirely new avenues of finance.

                  Increased digitalization and the expectations for personalized engagements are the foundation for the innovations that Gen Z is driving. They prefer mobile apps and online solutions rather than traditional cash or card payments. Online success stories have bolstered Zoomer’s faith in cryptocurrency and “meme stocks”, or social media fueled investment campaigns. While innovative, this reveals Gen Z’s limited knowledge of financial products.

                  “Gen Z respondents averaged the lowest (43%) in answering finance-related questions correctly”
                  – TIAA Institute and the Global Financial Literacy Excellence Center at the George Washington University School of Business.

                  Moreover, by 2030, it is estimated that Gen Z will inherit around $30 trillion from their parents and grandparents. This incredible sum underlines them as a vital demographic for wealth management firms and banks.

                  Winning Over Gen Z: Strategies for Wealth Management Firms

                  Education and guidance

                  Gen Z will need trustworthy and agile financial advisors to help them manage their inheritance. Wealth management firms must offer educational resources that cover financial literacy, investment strategies, and responsible financial practices – and deliver all these articles, videos, webinars, and workshops in a way that connects and relates to Gen Z.

                  Financial planning for major life events

                  Pursuing higher education, starting careers, buying homes, and getting married are the kinds of life decisions that necessitate financial planning for major life events. Wealth managers play a crucial role by bridging the gap between Gen Z’s dreams and their financial reality.

                  Impact Investing and values-based decisions

                  Gen Z is a socially active generation. 92% believe that helping others in need is important and prefer to associate with brands that align with their beliefs. Wealth management firms will need to adapt and offer sustainable investing options, ESG-focused portfolios, and make ethical considerations a center-point of their overall strategy.

                  Digital natives require digital solutions

                  As the first digital-native generation, Gen Z expects personalized digital solutions, user-friendly interfaces, and digital offers that cater to their expectations and preferences.

                  Innovation and partnerships with FinTech

                  Fresh approaches are necessary to meet the unique demands of this generation. They expect continual innovation and settle only for leading-edge solutions. Wealth management firms and banks must differentiate themselves if they hope to capture Gen Z’s attention. Collaboration with FinTech and embracing new business models is an imperative.

                  What comes next?

                  It’s nothing new to suggest that every generation brings with them fresh ideas, new horizons, and changing expectations. Gen Z is no exception. This new generation of clients is just beginning their financial journeys, navigating a complex world, and bringing their values with them. Understanding this, wealth management firms and banks stand to not only form valuable partnerships but drive transformation across the industry.

                  What Gen Z need are trusted, experienced advisors that understand finance while bringing digital solutions to the table. Looking to the future, this is a trend that will only amplify with future generations as digitalization and enhanced personalization continues to develop and branch into ever-changing digital trends. Staying ahead, maintaining a fresh approach, and providing an open-minded network of support will ensure Gen Z’s loyalty for decades to come.

                  Author

                  Aalekh Bhatt

                  Go To Market lead – Digital Marketing, UK Banking
                  Aalekh drives the Digital Marketing services got-to-market for UK banking and capital market clients. He works on helping client marketing organizations embrace customer-centricity. His key areas of focus are experience transformation, content, customer data and martech across banking, wealth management and payment services domains.

                    Deep-dive into the fascinating world of data-powered innovation

                    Dr. Cara Antoine
                    11 Jul 2023

                    I was fascinated reading the insights from Capgemini’s new edition of #innovation publication, Data-powered Innovation Review – Wave VI.

                    Data makes us collaborate to better understand and act on market trends, consumer behavior, and business performance.

                    AI augments our abilities by helping us analyze vast amounts of data, make better predictions, and automate routine tasks.

                    Then there’s the continuous quest to activate data for #sustainability and building a better #society.

                    Download the report now and deep-dive into the fascinating world of data-powered innovation, where the possibilities are as vast and diverse as the coral reefs of the ocean.

                    Embracing the power of data to drive innovation is the way forward. In today’s data-powered world, businesses are harnessing the potential of data to unlock ground-breaking innovations and transform industries. Explore the emerging impact of data and AI on strategy, the perks and perils of generative AI, and the quest to activate data for sustainability and a better society.

                    Meet the author

                    Dr. Cara Antoine

                    CTIO and Chief Portfolio Officer, Northern and Central Europe
                    A global leader, technology expert and education advocate, Dr. Antoine advises global corporations on digital and cultural transformation. As an executive at Capgemini, she supports initiatives that make the firm more sustainable and inclusive to create distinctive value for clients, and applies technology to bridge the gender and digital divide. She is also a strong advocate for empowering women in science and technology, serving on several boards to promote digital literacy and gender equality.