Keynote Presentation by Paul Hermelin Group CEO Capgemini at Handelsblatt Jahrestagung IT-Strategie 24 January 2012

1. Global Trends in the IT Industry
Paul Hermelin
Group CEO Capgemini
Keynote Presentation at
Handelsblatt Jahrestagung IT-Strategie
24 January 2012

2. Global has become a “need to have”
New markets New resources
2011 IT professional services market ($B) Labour supply growth by country
9%
CAGR
2011-
22% 2015
16%
8%
11,9 5%
7,9 4%
6,8
5,1 4,1
2,8 Ready-to hire IT graduates (‘000/yr)
Brazil China India Mexico Singapore Russia India 400
China 260
Philippines 60
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3. Offshore raises a cultural challenge
Offshore penetration by country
>35%
15-35%
<15%
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4. Emerging markets benefit
from a technology leapfrog
Driven by a
growing
urban
population
Mobile phones
Transforming 950M
legacy makes it
much harder 850M
Smart meters by 2016
300M
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5. Fast moving technology leads to a
new Digital Transformation
Big Data & Analytics Mobile & tablets
SSD units growing 100%+ 70m tablets sold in 2011
Smart sensors Social networks
70m smart meters shipped 800m Facebook users
in 2011 Cloud computing
Amazon Web Services growing
70% to close to $1B
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6. Customers are turning digital and driving change
Expectations Challenges
Consistent Breaking
experience silos
Driving
Interaction
loyalty
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7. More than ever IT needs to support
business agility in an uncertain environment
VIX – the “fear index”
A new
normal?
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8. These changes will lead to Transform the Business
Agility &
Growth Efficiency Growth
Customer Operational
Business Model
Experience Process
Customer understanding Process digitisation Digitally-modified businesses
Top line growth Worker enablement New Digital Businesses
Customer touch points Performance management Digital Globalisation
Source: Capgemini consulting/MIT study
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9. The digital transformation will be vertical-specific
Retail Life
Retail Utilities Telco
Banking Sciences
Sectors
 Multichannel:  Smart Grid  Digital  Enabling the  Digitisation of
next  Smart Home customer patient : core process
generation  Digital Multi experience: physician model
eCommerce channel channel and interface  Digital
 Click2Mortar: experience: analytics  Digital customer
leverage channel and  Digital marketing experience:
Initiatives Digital to analytics marketing  Long term channel and
increase  Workforce:  Process conditions analytics
Mortar Mobility and digitisation management
performance enablement
 Intelligent
store
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10. Customer Operational Business
Experience Process Model
Building a truly cross-channel customer experience
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11. Customer Operational Business
Experience Process Model
Prosodie, Leader in Front-office Transaction Solutions
Solutions Transaction-based IT Real-time customer contact
Mail
 Internal and Telephone
external
Multichannel
Voice
Customer
recognition  Pre-sales, sales,
Contact PC
post-sales
Real-time
Web services Telephony
 Multi-channel
infrastructure
management
hosting over IP (voice, mobile, TV
internet, extranet)
Online  Customised and Mobile
Prepayment payment/ Smart
gift cards semi-customised phone
solutions
Tablets
The right DATA at the right TIME
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12. Customer Operational Business
Experience Process Model
Big Data is accelerating
To solve this, the movement
of players is speeding
Nightmare ... Or goldmine ? HANA
 Exploding volume  Real-time performance
 Machine data
 Human data  Anticipation, - Hadoop
predictions
 Fragmentation
 Data backup  Automation
 Analytical skills  New insights on - NoSQL
customers
 Personal data
 Intellectual property  Data as a new business
- Hadoop
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13. Customer Operational Business
Real-time analytics enable
Experience Process Model
faster business decisions
HANA – COPA : Cost and Profitability Analysis Agility to cope with
ever changing
business & market
IT solution: no longer a Business benefits
constraint for Provimi:
Unifies data silos, instant Automated financial Faster insights for
access to data in memory reports competitive
advantage
Ability to ask any instant Reports 300x faster on
business question million of records
Explore and get answers No service disruption
at the speed of thought for end users Accelerated and
smarter business
&
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14. Customer Operational Business
Experience Process Model
Technology enables changing the rules of business
video
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15. Customer Operational Business
Experience Process Model
Smart meters will help solving the energy dilemma
Smart energy Bcase Lessons from first movers
“Create more power by using less” 2010: Canada, Sweden
Early evaluation: Better consumption
reading creates better consumer awareness
of energy cost particularly electrical heating
+
Next generation:
 Smart grid for distributed generation
 Decentralised asset structure  Demand response to reduce demand
 New market participants  Smart Home to offer new services
 Customer become part of the value chain  Vehicle to grid for load balancing
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16. This requires a new positioning of service providers
Helping CEO to Supporting CIO
create value decisions
Business
technology
Business partner Technology partner
Global
Local
Intimacy
Understanding
client needs
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17. www.capgemini.com
The information contained in this presentation is proprietary. ©2011 Capgemini. All rights reserved