Bank 2.0 & The Power of Widgets
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17-Oct-2014 -
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Transcript of Bank 2.0 & The Power of Widgets
Customer Experience Solutions. Delivered. 1
BANK 2.0Blueprint
2
BANK 2.0 : From “Inside-Out” to “Outside-In”
Inside OutPRODUCTS& IT SYSTEMS
Outside In
Customer
Experience
Layer
LOOSELYCOUPLED
3
BACKBASE : Customer Experience Layer
Customer Oriented
Functions
Back Office Functions
Customer
Experience
Layer
LOOSELYCOUPLED
Innovation capability
& customer orientation√
PRODUCTS& IT SYSTEMS
Customer Experience Solutions. Delivered. 4
InternalApps &Content
MobileTabletsApps
Direct 2 Consumer
ClosedCustomer
Environment
PublicMarketing
Sites
Apps
Seamless Customer Experience – Customer Journey
Content CRM Processes Compliance
Customer Experience Portal
Fast & Frictionless
CRMIntegration
Security &Compliance
ProcessIntegration
Personal &Relevant
ApplicationIntegration
SuperiorExperience
Any TimeAny Place
Distribution Channels
IFABanksBuilding SocietiesBrokers, …
Customer Experience Solutions. Delivered. 5
Widgets – Engagement Building Blocks
Re-Usable
WidgetsCONTENT
Re-use across Channels
FORMS
Origination, Self-Service ...
PERSONALIZATION
1:1 Marketing(targeting, segmentation)
COMMUNICATION
Chat, Mail, SMS
Banking Systems
Transactional
CRM Systems
CRM, Social, …
3TH Party Apps
PFM, Portfolio,
Customer Engagement Portal
Digital Channels Front-Office Operations
Customer Experience Solutions. Delivered. 6
Widgets - From Transaction to Engagement Banking
6
Transaction
Banking
Actionable
Insights
Valuable
Content
Origination /
Self-Service
My Bank
Dashboard
Advisory
Tools
Targeted
Offers
Bank 2.0
Widgets
Engagement
Banking
Chat, Video
Alert
Engagement
Ingredients
Customer Experience Solutions. Delivered. 7
Widgets – Responsive Design : Any Device
Customer Experience Solutions. Delivered. 8
Widgets – Targeting to the Right Person / Right Time
Targeting Engine
Preference
Customize
Behavior
Tracking
Context
Awareness
Social
Data
Integration
SocialFacebookGoogle +
…CRM Data
Customer Experience Solutions. Delivered. 9
Bank 2.0 Portal / Widgets
End-Users
Web Analytics
Operational CRM
Analytical CRM
Core Banking
Systems
3rd Party
Systems
Analytical &
Operational CRM
Bank 2.0 Portals
Widgets – Distributed / Networked / Social World
Bank 2.0 Operation
Social Networks Affiliates
Customer Experience Solutions. Delivered. 10
Demo
Customer Experience Solutions. Delivered. 11
ITBusiness
Customer
Security
Permissions
Application
Integration
Re-Use
Existing Assets
Content
Life Cycle
Brand
Experience
Personalization
Sales Campaigns
Any Device : Mobile
Context
Social Connected
Customize / Preferences
Customer Experience Solutions. Delivered. 12
Q&A