Technology Trends 2023: From Customer Centricity to ESG – Ocanal Corporativas

This article is an editorial opinion authorised by José Augusto Gabizo, FICO president for Latin America.

Since the 90’s now we have seen technological advances in varied market segments. Digital transformation is right here to keep, constructing and enriching experiences and the best way the world and applied sciences work together.

Brazil has met this alteration with numerous emphasis since 2014, and the motion has elevated in 2020. With the arrival of the pandemic, now we have gone via a digital (r) change, particularly within the monetary system.

Considering this example, speaking about technological traits is one thing that’s compulsory to put us on our expectations and traits of improvement in very completely different sectors of the financial system. The reality is that yearly we enhance assets and discover new functions of expertise. Among the articles that might be on the rise in 2023 – in accordance to experiences by authorities akin to Gartner, Deloitte and IDC, as well as to Febraban – seven of them caught my consideration essentially the most, and it’s about them, and about them. convergence and synergy in enterprise, which I feel.

Contextual Banking or Hyperpersonalization

Hyperpersonalization is a development that has entered the market lately and continues to be current within the operation of assorted industries, from finance to gross sales. In the monetary world, with the arrival of Fintechs, this want has elevated.

With a enterprise mannequin that places the shopper on the middle, Fintechs have been born with distinctive choices and a spread of providers tailor-made to buyer wants. Since then, the seek for buyer centricity (buyer-centricity) and the best way the connection with the shopper has modified. However, the reality is that, so as to hyper-personalize, it’s crucial to know, to reduce, to work on the proper time, via the correct channel, and with the correct provide for every buyer profile; and that is solely attainable with information and knowledge.

Therefore, for imitation, hyperpersonalization wants, above all, Artificial Intelligence – Observable, Adaptable and Possible. That brings us to our second standpoint for this text.

Responsible Artificial Intelligence

Responsible Artificial Intelligence is one thing we’ll hear about till 2025. In the previous couple of years now we have seen this expertise democratize and produce new and convincing disruptive outcomes to the market. And inside this strategy of hyperpersonalization, strategies, new languages ​​and technical skills are necessary for resolution making.

However, democratization brings with it a way of focus. For AI to ship correct and environment friendly evaluation, it additionally wants to be accountable. This is the purpose that since 2020, Scott Zoldi – CAO of FICO – has been clarifying the difficulty.

We can discover examples of the mistaken use of AI in resolution making available in the market. Therefore, I emphasize the message that expertise is the best way and being accountable is necessary to analyze the problems of tradition, discrimination, profiles, the human issue and different combos to be efficient.

open the cash

In the wake of humanity and Artificial Intelligence, we proceed with Open Finance. This mannequin of sharing buyer data that at the beginning, for a lot of customers, appeared to assist firms and the way they learn information and buyer conduct. But that places the shopper on the middle of resolution-making, in any case, he decides who will give entry to his information and the way firms can use it.

After the Open Finance integration section, the problem is, once more, how to work with information in a sensible, accountable manner that delivers worth to the top buyer. Therefore, banks, insurance coverage firms and retailers want expertise to use data and assist in resolution making to present greater than service, however buyer expertise.

Brazil is a reference on this working mannequin and different nations in Latin America are on the best way to repeat the technique.

Platforms and Cloud

The ramification of the theme leads us to focus on the position of the platform of alternative and cloud expertise. This platform brings the agility of clever resolution-making, whereas the cloud is scalable and on-demand expertise with the combination of enormous quantities of data rapidly and cheaply.

But it is vital to observe {that a} effectively-constructed platform permits firms to handle wants and traits. This is as a result of, it’s as necessary as stating the very best choices to adapt to altering forecasting processes, giving the pioneering spirit of many industries and launching in accordance to the wants and expectations of consumers.

Options and cloud platforms proceed to add new options, improvements and performance in order that the market, on a worldwide stage, is continually updating itself.

internet 3.0

Web 3.0 comes to change the idea of the Internet and, though it’s nonetheless beneath improvement, it is vital to give attention to this concern. This is as a result of, with this alteration, data is now not entered into giant database servers and is now distributed, which supplies individuals management over data.

For firms, this alteration will change the idea of how they are going to use buyer information so as to work with hyperpersonalization. With this example, resolution-making platforms are additionally upgraded to a preferred platform, which rapidly reconciles deep data with plans and selections in actual time.


The evolution of Web 3.0 brings with it the expansion of the Metaverse and the necessity to develop actions. The digital world nonetheless raises many questions relating to the way it works, however evidently it’s right here to keep. In the approaching years we’ll see this progress and with it, completely different alternatives will seem in several industries.

With services provided within the metaverse – and, subsequently, monetary transactions -, all the time, points associated to fraud, occasions, safety and ethics will return and, once more, the choice-making platform can have a spot to combine completely different data. serving to firms and types in making selections.


As a remaining matter, however removed from the least necessary, I deliver up ESG (environmental, social and company governance) and the way expertise will help.

We have the fascinating case of Traxión, which used the quantity of knowledge of the choice-making platform mixed with AI to attain, throughout the deliberate supply strategies, to scale back the kilos of carbon launched in the neighborhood via a brief, secure and multi-modal route.

Organizations world wide are more and more recognizing the significance of aligning the three pillars of ESG with their enterprise targets. And having the talents to assist and preserve actions associated to the theme is necessary.

At the top of this assumption, it’s attainable to see that each one processes are linked and linked as facilitators and drivers of enterprise and markets, with the shopper as the main target. It is necessary to have a look at the event and use of expertise and, above all, to have a look at the wants and modifications of the market.


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