22 THE HEALTH CRISIS HAS ACCELERATED THE DIGITISATION OF THE BANKING RELATIONSHIP AT A TIME WHEN WEALTHY CUSTOMERS ARE LOOKING FOR HIGHLY PERSONALISED ADVICE. DO YOU THINK THAT DIGITAL AND HYPERPERSONALISATION ARE MUTUALLY EXCLUSIVE? On the contrary! The health crisis has helped to accelerate the digital transformationprocesswhich, at Indosuez, is nowreflected throughout the customer journey and encourages the personalisation of advice and the offering. This includes simplifying the customer's relationship with the bank and removing any administrative constraints. We have set ourselves a clear ambition, to offer our customers a "digital solution enhanced by the human touch". Thus, going digital means offering customers the possibility of a hybrid relationship with their bank, leaving them the choice of when to use it and of an autonomous experience, particularly in the case of "nomadic working". Finally, by allowing bankers and experts to devote themselves to higher value-added tasks, new generation tools, such as the use of RPA (Robotic Process Automation) or artificial intelligence, free up time to give advice. These are just a few examples of how digitisation can be at the heart of strengthening the value proposition and making the customer journey more fluid, which are real challenges for the transformation of our business. CAN YOU GIVE US SOME SPECIFIC EXAMPLES OF THE WORK YOU HAVE CARRIED OUT WHICH NOW CONTRIBUTES TO YOUR CUSTOMERS' EXPERIENCE AND, NO DOUBT, TO THEIR SATISFACTION? DIGITAL TRANSFORMATION As a preamble, I would like to point out that we are benefiting from the opening up of the S2i proprietary banking platform of Azqore, our subsidiary specialising in the outsourcing of information systems and the processing of banking operations for wealthmanagement players, to external solutions. This allows us, for some of our projects, to consider partnerships with specialised and renowned fintechs for the development of very high added value solutions. Among recent achievements which stand out, I would mention the digitisation of the customer questionnaire at the start of the relationship and also an advice platform on financial markets. It will soon allow our customers to view our investment views, explore our investment universe and build a list of preferred securities that can be used by their Advisor. In 2021, we also launched the Startup Connections application, which digitises the process of connecting our investor-customers with Village by CA startups in the fundraising phase. All these tools are deployed or in the process of being deployed depending on geographical area. HOW DO YOU ORGANISE YOUR WORK AT INDOSUEZ TO CARRY OUT THESE INNOVATIVE PROJECTS? Indosuez is driven by a true spirit of innovation, fostered in particular by its Innovation and Digital Transformation department, assisted by a community of Transformers. As both ambassadors and relays of cultural transformation, their mission is to support their "intrapreneur" colleagues by helping them to familiarise themselves with the tools of innovation. To support this dynamic, Indosuez opened the Innovation Lab in 2020, a co-creation facility designed to accelerate its digital transformation by involving its Transforming today and preparing for the world of tomorrow Romain Jérome Chief Digital Officer, Indosuez Group Ag i l i t y • Innovat i on • Trans format i on
RkJQdWJsaXNoZXIy NzMxNTcx