2026年世界云报告 - 金融服务：通过云驱动的AI智能体实现大规模增长，从流程自动化到行业重塑

Unlock large-scale growth with 04 Executive summary Foreword Executive SteeringCommittee Table ofcontents 26 18 08 Orchestrate a path towardcloud-native, AI-centric Adapt to AI evolution andthe changing role of cloud Forge business value throughcloud-powered AI agents 39 40 41 Partner with Capgemini Conclusion Methodology Looking ahead, AI and cloud technologies are taking center stage infinancial services. Institutions that align their strategy, governance,and culture with these capabilities won’t just keep up – they will lead.The opportunity is clear: leverage cloud-powered AI agents as catalysts How many times have you heard, “The convergence of cloudcomputing and artificial intelligence are real game changers”?Because the truth is, they are. Cloud platforms no longer just providesupport infrastructure: they deliver tangible business value andorchestrate innovation. Paired with AI agents – autonomous systems We thank everyone who participated in the report – including ourExecutive Steering Committee, clients, partners, and colleagues – for AI is advancing beyond automation and generative models into theera of agentic AI, where intelligent agents independently handleunderwriting, fraud detection, claims, and customer service. Atthe same time, hybrid and multi-cloud strategies are delivering thescale, resilience, and compliance needed in today’s highly regulated The future belongs to those who can harness the power of intelligentcloud to drive transformation. I invite you to explore the insights in the Foreword The case studies in our World Cloud Report – Financial Services 2026showcase this transformation in action and how we’re making it realfor financial services clients. Leading insurers, banks, and marketoperators are already using AI agents to modernize core systems,unify enterprise knowledge, and elevate client interactions withimpressive efficiency. These examples highlight the potential forbroader industry adoption and emphasize how cloud enables secure, Kartik Ramakrishnan CEO of Capgemini’s Financial Services Strategic Business UnitMember of the Group Executive Board Top executives from the financial services (FS) industry made up the Executive Steering Committee for the World Cloud Report – FinancialServices 2026. We’re grateful for their time, experience, and vision in helping to steer the report content. Banking, capital markets, and payments Ludovic Mathe Vidya VidyasagarGlobal Head, Cloud andProduction EngineeringStandard Chartered Bank MD - Global Head of Capital Market IT (CMI)Crédit Agricole Corporate & Investment Bank(CA CIB), IT & Operations Services (IOS) – CommitteeThomas NideletDeputy Head of Cloud ServicesPlatform Executive SteeringWilliam C. Tong Senior Vice President, BusinessTechnology Payments ServiceCapital One Insurance Emmanuel NéréChief Innovation Officer, CommitteeLloyd ScholzChief Technology OfficerMarkel Executive SteeringJesse AntosiewiczVP and Senior Director of Technology Cloud and artificial intelligence (AI) technologies are reshaping theFS landscape, enabling banks and insurers to increase efficiency,unlock innovation, and deliver personalized customer experience (CX). capabilities like retrieval-augmented generation, audit trails, andexplainability. The rise of private and hybrid compute environments Forge business value throughcloud-powered AI agents Executive Adapt to AI evolution and the changing AI agents hosted on cloud platforms are unlocking significant businessvalue for banks and insurers. Elastic compute and scalable infrastructureallow agents to adjust dynamically to workload demands and driveoperational efficiency. Assistive and autonomous agents automate AI adoption in FS is accelerating, with firms deploying generative AI(GenAI) and autonomous agents across various functions, includingunderwriting, customer service, claims, fraud detection, and riskmanagement. As firms move away from traditional tools like RoboticProcess Automation (RPA) and embrace GenAI, AI agents areemerging as the next frontier, capable of executing complex taskssummary Next-generation operating models are emerging, with fully autonomousfunctions such as AI-based underwriting and contact centers. The shiftfrom large, general-purpose language models to smaller, task-specificagents enables greater precision and agility. Managed orchestration Cloud platforms have evolved from infrastructure providersinto orchestrators of AI transformation. Hybrid and multi-cloudenvironments now serve as foundational platforms for AI innovation,offering scalable compute, large language models (LLM), machine CX is being transformed through real-time, contextual decision-makingand hyper-personalized services, and these capabilities are no longeroptional: 88% of the financial services executives polled for this reportsaid customers now expect and demand personalization and relevance. customer satisfaction. These agents also accelerate innovation andtopline