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The TCS 2020 Chief Information Officer Study
Digital Leadership for Business Transformation
Innovating Legacies: Banks, Financial Services and Insurance Companies
Industry Report from the TCS CIO Study
TCS Business 4.0TM Institute
2
Contents 3 Digital Leadership for Business Transformation 4 Key Highlights for the Banking,
Financial Services & Insurance Industries 5 Digital Leaders vs. Digital Followers 7 Experience & Expectations Among Top Leadership 11 Digitization Progress To Date and Ahead 13 Digital Business Success 14 The CIO’s Role in Digital Transformation 16 Where Innovation Happens18 How We Conducted This Study
Innovating Legacies: Banks, Financial Services and Insurance Companies 3
Digital Leadership for Business Transformation
The TCS 2020 Chief Information Officer (CIO) Study seeks answers to central questions facing information and technology executives across industries in North America and Europe: How are these leaders helping their enterprises navigate a complex and fast-evolving digital landscape? Where are their companies focusing their digital
initiatives? What traction have they gained this decade from those efforts?
In this report, data from the surveys of CIOs in the banking, financial services and insurance (BFSI) industries (243 companies) is compared against the overall survey data (1,010 companies) on such issues as success in transforming business models and offerings to meet digital opportunities and challenges; how digitally adept senior BFSI management and boards of directors are; and what kind of data BFSI CIOs think will help drive future revenue growth, compared to the views of CIOs in other industries. Where differences in the data were notable, separate results for banking/financial services (B/FS) and insurance are reported.
Other reports in this series examine these and other issues across industries and within other industries.
W Key Findings: How CIOs Are Helping Their Companies Navigate the Digital Ecosystem
W Roles & Responsibilities in Digital BusinessW Data Priorities & PracticesW Threats & Opportunities: Industry vs. EcosystemW Master Report: Study Results, Trends & Best Practices
Additional reports will look specifically at the consumer packaged goods, retail, and media, entertainment and information services industries, as well as the viewpoints of CIOs at North American and European firms.
All reports currently available from the TCS 2020 CIO Study can be found at: sites.tcs.com/bts/tcs-cio-study
Innovating Legacies: Banks, Financial Services and Insurance Companies 4
Key Highlights
Banking, Financial Services and InsuranceW Banking and financial services firms are only slightly ahead of other
kinds of companies when it comes to self-reported success in digital business—despite being farther ahead than other industries in almost every area of digitizing their operations.
W Perhaps given the role of IT in daily banking and financial operations, CIOs in this industry were more likely to be tasked with managing the current IT environment than CIOs in other industries.
W The insurance industry has been outpaced by most other industries in the race for digital business success. Insurance CIOs are far more likely to report lowered expectations for future digitization efforts—and yet they report lower levels of digitization to date in many areas than do CIOs of most other industries.
W By contrast, the minority of companies in the banking, financial services and insurance industries who do report digital success (26% of banks/financial services firms surveyed and 18% of the insurance companies) exhibit leadership in a number of areas, ahead even of such leader companies in other industries.
W Among the greatest distinctions between these Digital Leaders and the rest is where they develop new digital businesses, products, and service offerings: in the IT department. Less successful companies say they’ve moved such work out to separate business units or even into other business functions.
Innovating Legacies: Banks, Financial Services and Insurance Companies 5
How Digital Leaders Are Different: Context in the CIO Study Across 11 industries in North America and Europe, we analyzed the survey answers of 1,010 CIOs and other IT executives to understand the differences between firms that are leading and trailing in the digital transformation of their businesses.
Leaders vs Followers
Among banking, financial services and insurance firms
Using these criteria, we found more Digital Leaders among banking and financial services (B/FS) firms and more Digital Followers among insurance companies.
No industry (or industry within a region) among those we surveyed had only Digital Leaders or only Digital Followers. Taken as a whole, BFSI companies accounted for 24% of the Digital Leaders in the study and 30% of the Digital Followers.
34%66%
41%59%
53%47%
61%39%
Digital Leaders -220 Digital Followers -219
Digital Leaders vs Digital Followers
We’ve been not very successful increasing digital revenueWe’ve been not at all successful increasing digital revenue
Digitization is limited to a few business units so farWe’re still in pilot phase for digital transformation
New digital businesses, offerings, business and operating models Enterprise-wide digitization, strong leadership, major initiatives
We’ve been highly successful increasing digital revenueWe’ve been hugely successful increasing digital revenue
Nearly a quarter of the 1,010 CIOs we surveyed worked for banks, financial services firms or insurance companies
Innovating Legacies: Banks, Financial Services and Insurance Companies 6
Most of the B/FS success comes from Europe, where there were 1.4X more leader companies than followers; it was a 1:1 ratio among BFS companies in North America.
While the North American insurance industry has somewhat more Digital Follower companies than leaders, the European insurance industry would appear to be the biggest drag on the industry’s success in digital business.
In comparison to other industries, banks and financial services firms rank slightly above the middle in terms of their success to date with digital business, as self-reported by their CIOs. The insurance industry, however, has some catching up to do.
Digital Followers vs Digital Leaders
Banking/Financial Services
Insurance
9
14
13
2
18
26
18
20
Leaders as a % of Followers
High-tech (hardware and software) 1600%
Telecommunications services 329%
Healthcare and life sciences 175%
Automotive 163%
Banking and financial services 115%
Retail (online, physical store, and/or catalogs) 109%
Travel, transportation and hospitality 56%
Insurance (life, property and casualty, health, etc.) 55%
Consumer packaged goods (food and non-food) 51%
Media, entertainment and information services/data providers 44%
Industrial manufacturing 23%
North America Europe
Digital Leaders vs Digital Followers
Innovating Legacies: Banks, Financial Services and Insurance Companies 7
Board members Top management
More Digital Experience on Bank Boards and Among Top ExecutivesCIOs at banking and financial services firms say they have a higher percentage of digitally experienced board directors and management team members than other companies do.
The insurance industry seems to have somewhat less digital experience among its boards and top management. However, Digital Leader insurance companies report such experience roughly on par with the average banking and financial services firm, and ahead of the average company in other industries.
How many board members/top management have deep digital experience
63%
76%
45%
58%
72%
46%
B/FS
B/FS Leaders
Insurance
Insurance Leaders
Other industries
59%
48%63%
48%
Experience & Expectations
Innovating Legacies: Banks, Financial Services and Insurance Companies 8
CIOs at Leading BFSI Firms See Strong Executive Support for Digital Visions; Others Less So Asked whether they think other key stakeholders in their organization agree with their vision of digital-related growth opportunities, banking, financial services and insurance CIOs showed a slightly lower degree of alignment, overall, than CIOs in other industries.
For example, BFSI CIOs said they were aligned with the CEO, line-of-business heads, and functional C-suite leaders 4 to 5 points behind what their colleagues in other industries said.
Only with the members of the board did BFSI CIOs have slightly more agreement than did other industries’ boards and CIOs.
But such alignment is much higher among BFSI’s Digital Leader companies, particularly with the board and LOBs, where agreement with the CIO’s vision was 94%, surpassing the consensus with those corporate stakeholders that all 220 Digital Leader companies reported.
How much consensus CIOs feel they’ve reached on digital opportunities with key stakeholders
All Leaders BFSI Leaders BFSI Other industries
86%
74%94%
72%86%
68%85%
72%92%
72%94%
77%86%
70%83%
74%
Board
CEO
LOB heads
Function heads
Experience & Expectations
Innovating Legacies: Banks, Financial Services and Insurance Companies 9
Narrowly More than narrowly Expansively Very expansively
BFSI Boards and Executives Envision Expansive Digital FuturesWhen asked how their board directors and top management view future digital business opportunities, CIOs in BFSI say they have broad views on what is possible.
Almost two-thirds (63%) said the board and top management think expansively or very expansively about the business opportunities in a digital world. This is significantly higher than the 48% of boards and executives in other industries.
Within the BFSI sample, 69% of CIOs at banks and financial services firms said their boards and management think expansively or very expansively, compared to 57% at insurers. Even among Digital Follower banks or insurance companies, at least half of CIOs said their corporate leadership was thinking expansively about digital business—more than in other industries in general.
How expansively does your board and top management think about digital opportunities?
BFSI companies
Other companies
37%
52%
63%
48%
19%
22%
18%
15%
29%
19%
18%
10%
16%
11%
23%
35%
35%
48%
41%
40%
B/FS Leaders
B/FS Followers
Insurance Leaders
Insurance Followers
Experience & Expectations
More than narrowly/narrowly Expansively/very expansively
Innovating Legacies: Banks, Financial Services and Insurance Companies 10
BFSI Firms Less Optimistic About Digitization Opportunities Than OthersWhile more than half of BFSI CIOs said their boards and top management held expansive views about their firms’ digital futures, a sizeable percentage of these IT leaders (42%) said their companies see “limited opportunities to further digitize our business.” For insurance industry CIOs, the percentage holding this view was even higher.
Many CIOs described modest progress in digitizing their businesses—at least that’s how they would characterize their executive colleagues’ views. Notably, about a third of BFSI Digital Leader companies feel they are still in the nascent stages of their transformation journey—despite reporting success already in digitizing much of their business and already earning revenue from digital products and services.
Among BFSI Digital Follower companies, however, the mood is much darker. Over two-thirds think there are limited opportunities for further digitization of their business—and 70% think so among the insurance industry followers—even though these companies report less success to date in digital business than other companies in their industry, so might be expected to see even more opportunities for digitizing their businesses.
Top management believes: “There are limited opportunities to further digitize our business”
B/FS
Insurance
Other industries
39%44%
34%
Management’s view of digital opportunities
We have covered a lot of ground, but there is still more to doWe have not even started our journey; we are just at nascent stagesThere are limited opportunities to further digitize our business
28%
58%
42%
8%
30%
34%
3%
67%30%
BFSI Leaders
All BFSI
BFSI Followers
Experience & Expectations
Innovating Legacies: Banks, Financial Services and Insurance Companies 11
Insurers Have Much More Digitization Work Ahead of ThemPerhaps owing to the already digital nature of much of their business, banking and financial services CIOs said their companies’ businesses were more digitized than did CIOs in other industries. They have higher levels of digitization in just about every area of the business.
At the same time, insurers lag other industries in digitization of their businesses. In fact, they had the lowest scores of any industry for digitization of IT security—a risk CIOs seem to acknowledge by noting that information security and ITSM processes have the most progress to make at insurance companies between now and 2030 (from 38% digitization to date to an expected 79% by 2030). By contrast, bank and financial service CIOs say that nearly two-thirds of IT security work is already digitized in their environments.
0102030405060708090
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100
Banking & financial services Insurance
Human
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Digitization Progress
2030Today
Innovating Legacies: Banks, Financial Services and Insurance Companies 12
Otherwise, CIOs at banks, financial services firms and insurance companies will be focusing on digitizing procurement and vendor management in the next few years where, for them, the gap is largest. (For other industries, the gap between the current state and the 2030 goal is largest for human resources, which is 4th on the list for BFSI.)
0102030405060708090
100
0102030405060708090
100
BFSI Other industries
Human re
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Custom
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Product
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Logist
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2030Today
Procurement Needs CIOs’ Attention
Digitization Progress
Innovating Legacies: Banks, Financial Services and Insurance Companies 13
Digital Business Offerings Accounted for Half of BFSI 2018 RevenueWhile CIOs at banking, financial services and insurance companies may be modest about their progress in digitizing their business, many have made real gains.
CIOs in these industries said more of their revenue already came from digital business offerings in 2010 than did CIOs at companies in most other industries. Half of BFSI 2018 revenues were from digital products and services, higher than the 45% among all other industries. For Digital Leaders in the insurance industry, the increase was more than 20 points from 2010 revenue to 2018 revenue.
Only Digital Followers—across all companies surveyed, including the BFSI industries—had less than a 10-point increase in the percentage of revenue accounted for by digital products and services.
% in 2010 % in 2018
What % of company revenue did digital business account for?
40%
51%
36%
35%
43%
36%
34%
45%
31%
53%
64%
43%
46%
65%
43%
45%
63%
38%
B/FS
Insurance
Other industries
B/FS Leaders
Insurance Leaders
All Leaders
B/FS Followers
Insurance Followers
All Followers
1.5X
Digital Business Success
Innovating Legacies: Banks, Financial Services and Insurance Companies 14
Underutilized, Outsized or Just Right? CIOs in many BFSI companies appear to be slightly less central to digital transformation discussions than CIOs in other industries. They were less likely to play driving roles on strategy, budget, people management, governance, and developing new alliances and partnerships than CIOs in other industries.
At the same time, BFSI CIOs—and this was true in both the banking and insurance industries—were more likely to say they had been the primary driver of digital transformation efforts at their firms, which exceeds the leadership of CIOs in any other industry.
BFSI Other industries
What role has the CIO played in driving digital transformation?
CIOs saying they’ve been the primary driver of digital transformation to date
72%
65%
15%
79%
53%
75%
55%
19%
60%
60%
Ideation & Strategy
Budget
People
Governance
Alliance and partnerships
Project management
56%
20%
54%
63%
22%
54%
B/FSOther industries
B/FS LeadersB/FS Followers
The CIO’s Role
Innovating Legacies: Banks, Financial Services and Insurance Companies 15
Banking CIOs More Likely to Manage Current IT EnvironmentMore than their counterparts in other industries, banking CIOs are more likely to be managing the current, legacy technology of their companies. Given the industry’s reliance on its IT systems for its day-to-day—and even microsecond-to-microsecond—operations, it’s no wonder.
At the same time, CIOs in BFSI are also less likely than those in other industries to lead any other one particular area, from IoT development and research on emerging technologies to end-user tech support.
Notably, Digital Leader firms in both banking and insurance have CIOs focused more on data security and analytics than does the BFSI industry as a whole. And leader insurance company CIOs are more likely to be focused on end-user tech support (45%) than at any other industry’s leader companies except for industrial manufacturing (at 67%).
(Overall, BFSI CIOs say they average a near 50/50 balance of their time spent on legacy IT versus digital business model innovation, same as CIOs in other industries.)
By industry By leaders By followers
B/FSInsuranceAll industries
B/FS LeadersInsurance LeadersAll Leaders
B/FS FollowersInsurance FollowersAll Followers
69%55%
60%36%
50%51%
54%48%
57%38%38%
47%19%20%
26%34%
26%
27%
22%
37%
34%
85%65%
68%30%
40%51%
41%30%
47%26%
20%34%
15%8%
24%19%
11%
13%
8%
25%
22%
74%55%55%
39%55%
51%71%
59%72%
48%68%
65%13%
45%26%
48%
42%
50%
64%
56%
58%
Existing/legacy IT
New systems for existing processes
Embedded/IoT technologies
Researching emerging tech
End-user tech support
Data analytics
Data security
The CIO’s Role
Innovating Legacies: Banks, Financial Services and Insurance Companies 16
The IT Function at BFSI Leader Companies: Where Innovation HappensWhere digital innovation happens in a company is the issue that separates BFSI CIOs from their counterparts in other industries most starkly.
In BFSI companies overall, new digital businesses and digital products and service offerings are less likely to be developed in the IT function than in either a separate business unit reporting to a corporate or a divisional head or in a business function such as marketing or sales.
In sharp contrast, such innovation is more likely to occur in the IT department at a BFSI Digital Leader firm. (It’s even more likely to be there than in the IT departments of leader companies in many other industries: 70% at BFSI leader companies vs. 63% at all leaders.) Among all 1,010 study participants, the IT function hosts such innovation efforts in 42% of companies—compared to 46% doing so in a separate unit.
BFSI Other industries
Where is new digital business developed?
36%
54%
40%
44%
43%
35%
In the IT function
In a separate unit
In business functions
Elsewhere 8%20%
Where Innovation Happens
Innovating Legacies: Banks, Financial Services and Insurance Companies 17
Banking & financial services
Where is new digital business developed?
Insurance
In the IT function
In a separate unit
In business functions
Elsewhere
In the IT function
In a separate unit
In business functions
Elsewhere
B/FS B/FS Leaders B/FS Followers
Insurance Insurance Leaders Insurance Followers
41%
31%
23%
23%
4%
12%
41%
40%
0%
10%
29%
32%
0%
14%
19%74%
51%
70%39%
64%18%
57%
73%40%
Where Innovation Happens
Innovating Legacies: Banks, Financial Services and Insurance Companies 18
How We Conducted This StudyThe TCS 2020 CIO Study asked senior IT executives in 11 industries about their work, their company’s digital success, and where they’re focused strategically for the future.
Of the 1,010 companies surveyed, 24% (243) were banking, financial services, and insurance companies.
The revenues of the BFSI companies in our study ranged from half a billion to more than $50 billion dollars.
The IT budgets under the CIOs in these companies ranged from less than $25 million to more than $1 billion.
Revenue
IT budgets
Banking & financial services
Banking & financial services
Insurance
Insurance
$500 million to less than $1 billion
$1 billion to less than $5 billion
$5 billion to less than $10 billion
$10 billion to less than $20 billion
$20 billion to less than $50 billion
$50 billion or greater
Less than $25 million
$25 million to less than $50 million
$50 million to less than $100 million
$100 million to less than $250 million
$250 million to less than $500 million
$500 million to less than $750 million
$750 million to less than $1 billion
$1 billion or more
25%
14%
16%
10%
30%
23%
37%
7%6%
17%
17%
21%
16%
30%
14%
9%
10% 13%
16%
8%
12%
9%
7%
8%
2%
12%
2%
8%
19Innovating Legacies: Banks, Financial Services and Insurance Companies
About the TCS Business 4.0TM InstituteThe TCS Business 4.0 Institute is a research-driven center with a mission to deliver practical, forward-thinking technology and business insights that inform the strategy of TCS prospects and clients. Our data-driven research provides best practices and recommendations that lead the way for transformational journeys.
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Authors
Akhilesh TiwariGlobal Head of Enterprise Application Services
Dinanath KholkarGlobal Head of Analytics & Insights
Nidhi SrivastavaGlobal Head of Business and IT Consulting Practices
Santha SubramoniGlobal Head of Intelligent Process Automation
@TCSDigitalTech | @TCSDigitalBiz | @TCSCognitiveBiz