ENTREPRISES & STRATÉGIES — Technologies

Comment mettre l’expérience client au cœur de la transformation digitale?

“Digital transformation enhances client experience”


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Digital transformation is giving the opportunity to asset managers and their service providers to enhance the customer experience.

BNP Paribas’ aim is to develop and test emerging digital technologies by creating new solutions together with clients and partners, with an emphasis on the four dimensions which will shape the future of securities services. The client experience will be improved by:

  • Enhancing the client experience
  • Developing new business models
  • Optimising processes
  • Assisting employees

In this digital transformation journey, data is key.

The path to effective data management has a number of crucial steps, but the most important, sitting above the rest, is data governance.

Beyond the realms of customer experience and regulatory requirements, the use of new data sources, techniques and approaches is now reaching almost all parts of financial institutions, from the human resources department to the creation of entirely new businesses.

The approach in BNP Paribas is to digitalise services with our clients.

Guiseppe MalinverniGuiseppe Malinverni, Fund distribution - global solution architect (BNP Paribas Securities Services, Luxembourg Branch)

Having the right securities services provider to partner with to enhance the digital strategy of asset management companies is fundamental in today’s business world. For that purpose, BNP Paribas has a dedicated unit called Digital Transformation with the objective to develop new digital-enabled business and operating models. 

This unit has two main missions:

  • To manage transversal digital initiatives already in place (smart data, artificial intelligence, blockchain and customer experience, product lifecycle management), and develop new digital-enabled business models
  • To further digitalise and industrialise existing operating model and processes

The approach in BNP Paribas is to digitalise services with our clients. This “co-creative” approach positions the client at the centre of the process. This is for example how Planetfunds was born – as a solution that would simplify market access in an area where many intermediaries are the current norm. By leveraging on blockchain, smart data and machine learning, BNP Paribas Securities Services will be allowing for more transparency, speed and security of transactions along the entire fund distribution chain.

We are convinced that digital transformation is a key opportunity to enable client experience improvements.

Guiseppe MalinverniGuiseppe Malinverni, Fund distribution - global solution architect (BNP Paribas Securities Services, Luxembourg Branch)

Another example is BNP Paribas interface, Neolink: through this front-end interface, BNP Paribas is creating value and providing new services to improve the client experience.

Neolink consists of a comprehensive set of tools our clients can leverage to manage assets, analyse their data, get in touch with BNP Paribas delivery teams. Clients get real-time information about transactions, market information and statements, whether they are from BNP Paribas, from the client own tools or from other client’s providers.

BNP Paribas experts are developing innovative solutions to help our clients to manage the rapidly growing flow of data. Thanks to cognitive algorithms and connection to a wide data universe, the future virtual assistant will find and present the information the clients need, communicating with clients in natural language.

At BNP Paribas, we are convinced that digital transformation is a key opportunity to enable client experience improvements.