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THE CUSTOMER-ENGAGEMENT IMPERATIVE: What banks can learn from the fintech playbook
A rapidly changing market, heightened consumer demands, and a strict regulatory environment impact traditional banking strategies and challenge progress. The World Retail Banking Report 2022 from Capgemini and Efma explores these forces and discusses how banks can use data and AI/ML technologies to create superior customer experiences that drive growth. The report also analyzes how positioning the CMO as a customer strategist and chief engagement officer can further enhance growth opportunities.
Capgemini’s World Payments Report has become a leading source for data, trends, and insights into the global Payments industry and examination of regional non-cash payments trends and key regulatory initiatives. The 2021 Report, our 17th edition, explores the tumultuous environment in which today’s Payments firms must navigate. Ever-changing demands from consumers and corporate clients, a push for hyper-personalized customer experience, pressure on business models as agile new players supercharge industry dynamics − and operational headwinds that are staunching profits. Amid these hurdles, firms face escalating costs and dwindling revenues.
The World Payments Report 2021 explores Payments 4.X − an evolutionary, COVID-19-sparked era that’s witnessing even more industry consolidation and attracting tech-expert ecosystem players. As part of this phase, expect Payments to become an enabling function that is embedded and invisible to provide immersive, seamless, and frictionless customer eXperience. New-age players already exemplify Payments 4.X competencies, while traditional banks seek to maintain positioning by bolstering API maturity, data analytics strength, and processing efficiency. In addition, the report will offer real-world examples of how banks can improve Payments business profits by shifting from a transaction economics mindset to, instead, considering new monetization approaches.
The FinTech industry amidst the black-swan environment is experiencing a shift with investors seeing the upside in matured firms having diversified product portfolio and business models, with strong governance framework.
Covering Banking in the FinTech era, the World FinTech Report 2021 from Capgemini and Efma explores how successful FinTechs have breached the profitability barrier and are now aiming for sustainable growth as the next maturity milestone.
With the growth of FinTechs directly translating into an intensified competition, the report analyzes alternative options for banks to alleviate the competitive threat and explores the various approaches incumbents can adopt to launch their right-field digital-only subsidiary, using a transformative virtuous 3-dimensional cycle. In parallel, the report also helps to identify critical success factors to fail-safe digital-only entities.
Covid-19 has accelerated the demand for insurance protection, and policy holders are now seeking coverage from non-traditional players such as InsurTechs and BigTechs. Unprecedented capital investments have encouraged InsurTechs to boost technological development and fuel innovation to improve the Convenience, Advice, Reach (CARE) equation. In response, incumbents are strengthening their tech capabilities by partnering with or acquiring InsurTechs.
In this context, the World InsurTech Report 2021 from Capgemini and Efma explores how the emerging relationship between InsurTech, and incumbents can enable transition and a modular, specialized value chain for the future. The report further explores how each insurance player’s position is dependent on their digital capabilities, willingness to invest in technology, and desire to own the customer relationship.
Since 1997, Capgemini’s World Wealth Report has offered insight into high net worth individual (HNWI) segments and wealth management trends. Our 25th edition will examine HNWI population and wealth growth dynamics, shifting digital-era expectations, asset allocation trends, and investor opinions about fees, hybrid products, and existing offerings.
The report steps back to draw out highlights and learnings from previous editions to recognize a quarter-century of research. Our retrospective lens offers readers an understanding of the evolution in the macroenvironment, expanding industry ecosystem, transforming client profiles and behaviors, and changing business and operating models – with lessons learned from the 2002 tech-bubble collapse and 2008 global financial crisis.
As the industry navigates seismic shifts in the macroeconomic, technological, and social landscape, the report explores how wealth management firms can explore new frontiers of capabilities and mindsets to capture and retain customer mindshare. Tomorrow’s wealth management firms will need new-age tech firm skills to leverage data and analytics, innovate agilely, and ace customer experience. As firms lay the foundation for the future, investment in human-centered design, data and insights-driven culture, and sustainable investing will be critical.
The insurance industry’s distribution landscape is evolving rapidly with an increasing demand for insurance coverage, changing customer preferences, entry of new players, and a focus on maximizing the value offered by the intermediaries. The pace of evolution has been further accelerated by the COVID-19 pandemic, which led to an increasing need to rethink customer engagement models and digital retooling of the channels.
In this context, the World Insurance Report 2021 from Capgemini and Efma explores how the current distribution models are being challenged and what insurers can do to digitally empower their channels and expand their distribution ecosystem to enhance customer engagement and sales effectiveness.
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