BANK 2.0 Making Banks Successful in the Era of Engagement Banking.
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Customer Experience Solutions. Delivered. BANK 2.0 Making Banks Successful in the Era of Engagement Banking.
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BANK 2.0 Making Banks Successful in the Era of Engagement Banking. Forrester: Next Gen Digital Financial Services. - PowerPoint PPT Presentation
Transcript of BANK 2.0 Making Banks Successful in the Era of Engagement Banking.
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
…
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
AMSTERDAM - NEW YORK - LONDON - MOSCOW - SINGAPORE
