Customer Experience Solutions. Delivered. 1

BANK 2.0Making Banks Successful in the

Era of Engagement Banking.

Customer Experience Solutions. Delivered. 2

Customer Experience Solutions. Delivered. 3

Customer Experience Solutions. Delivered. 4

Forrester: Next Gen Digital Financial Services

Rising customer expectations and the growing importance of the Web and mobile as sales and service channels mean that financial services e-Business executives need to fundamentally improve the way they serve customers via digital channels.

Customer Experience Solutions. Delivered. 5

Paradigm Shift: From “Inside-Out” to ‘Outside-in’

INTERNALSYSTEMS

AND PLATFORMS

Inside-Out

CUSTOMER

EXPERIENCE

LAYER

Outside-In

Customer Enable

Web / MobileEnable

Customer in Control

Ease of Use

Simplicity

Customer Experience Solutions. Delivered. 6

Paradigm Shift: Different Heartbeats

CHANGE Frequency

CHANGE Frequency

INTERNALSYSTEMS

AND PLATFORMS

CUSTOMER

EXPERIENCE

LAYER

LOOSELYCOUPLED

Customer Experience Solutions. Delivered. 7

Bank 2.0

Customer Success

Customer Experience Solutions. Delivered. 8

Backbase: Global Customer Success

Customer Experience Solutions. Delivered. 9

ABN AMRO

Demo

Absa Barclays

Demo

Customer Experience Solutions. Delivered. 11

TCSBank

Demo

Customer Experience Solutions. Delivered. 12

How to do it successfully?

Empower All Stakeholders

Customer Experience Solutions. Delivered. 13

• Optimize online results

• Lower Cost per Contact

• Control: less IT dependency

• Leverage existing infrastructure

• Easy integration

• Secure & Performance

• Superior User Experience

• Personal & Relevant

• Anytime, Anyplace & Any Device

Customers

Business IT Teams

Bank 2.0: Empower All Stakeholders

Customer Experience Solutions. Delivered. 14

Backbase Portal Platform

Existing Core Banking & Other Back-end Systems

Bank 2.0: Empower all Stakeholders

Backbase Bank 2.0 Launchpad (Your Customers)

ITin Control

Backbase Portal Manager(Digital & Marketing Professionals)

Businessin Control

Customerin Control

Customer Experience Solutions. Delivered. 15Demo

Customer Experience Solutions. Delivered. 16

How to do it successfully?

Bank 2.0 Challenges

Customer Experience Solutions. Delivered. 17

Challenge : Eliminate Silo’s

Customer Experience Solutions. Delivered. 18

BUs

Unify Content & Applications into Seamless Journey

Products Systems Processes Compliance

Backbase Portal

ContextualSmart

SeamlessJourney

CRMIntegration

Security &Compliance

ProcessIntegration

Personal &Relevant

ApplicationIntegration

CustomerIn Control

Customer Experience Solutions. Delivered. 19

Widgets (Mix & Match)

Re-Usable

Widgets CONTENT

Consistent Across Channels

FORMS

EnrollmentSelf-Service ...

PERSONALIZATION

1:1 Marketing(targeting, segmentation)

COMMUNICATION

Chat, Mail, SMS

INTERNET BANKING

Transactional

OTHER APPLICATIONS

CRM

3TH PARTY APPS

PFM

CUSTOMER ENGAGEMENT PORTAL

ONLINE MOBILE

CALL CENTER

BRANCH OFFICE

Customer Experience Solutions. Delivered. 20

Challenge: The Dialog moves to Tablets &

Smartphones

Customer Experience Solutions. Delivered. 22

Backbase

BANK 2.0

Portal

Mobile Optimized Widgets

+

(1) Direct To Browser

(2) Native App Wrapper

NATIVE

WRAPPER

Hybrid Model : Mobile Web + Native Wrapper

+ +

Customer Experience Solutions. Delivered. 23

Mobile Wrapping: Integrate with Native OS features

With App store

With Local Cache

With Geo Location

With Vibration

With Camera

With Sound

Native App Wrapper

Benefits Hybrid approach : Access to local OS and ability to publish in App Stores or Marketplaces.

Customer Experience Solutions. Delivered. 24

Challenge: Getting To Value / Fast Time To Market

Customer Experience Solutions. Delivered. 25

Portal Platform

Existing Core Banking & Other Back-end Systems

Backbase Portal Manager: Business in Control

Retail Banking Launchpad (Your Customers)

ITin Control

Portal Manager(Digital / Marketing Professionals)

Businessin Control

Customerin Control

Customer Experience Solutions. Delivered. 26

26Portal Manager: Power to your Digital and Marketing Teams

Customer Experience Solutions. Delivered. 27

27Portal Manager: ICE (In Context Editing)

Customer Experience Solutions. Delivered. 28

28Portal Manager: Mobile Editing

Customer Experience Solutions. Delivered. 29

29Compliance: Approval Workflow

Customer Experience Solutions. Delivered. 30

30Compliance: Logging, Audit Trail, Archiving

Customer Experience Solutions. Delivered. 31

Challenge: Efficient online Marketing & Sales

Customer Experience Solutions. Delivered. 32

3232Targeting: Sales Campaigns

Customer Experience Solutions. Delivered. 33

Targeting : Segmentation & 1:1 Marketing

TargetingRules

ContentServices

IntegrationServices

RenderingServices

Existing

CRM

Customer

Profile Data

TRACKINGBEHAVIOR

CUSTOMERPREFERENCES

ImplicitProfiling

ExplicitProfiling

Social

Google

…

Customer Experience Solutions. Delivered. 34

3434Targeting: Rules, Segments and Variants

Customer Experience Solutions. Delivered. 35

Backbase

Wrap-up

Customer Experience Solutions. Delivered. 36

Backbase Portal: One Integrated Bank 2.0 Solution

Backbase

Portal

BANK

2.0

Security

CMSApp Center

Launchpad

Enterprise

Application

Integration

Digital

Marketing

Superior

User

Experience

Customer Experience Solutions. Delivered. 37

Thank You!Jelmer de Jong

jelmer@backbase.com

AMSTERDAM - NEW YORK - LONDON - MOSCOW - SINGAPORE