Disruption in Banking: The Era of Digitisation
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Disruption in Banking: The Era of Digitization
Transcript of Disruption in Banking: The Era of Digitisation
Disruption in Banking: The Era of Digitization
Customer Behavior is Changing
Customer Behavior is Changing
Customer Behavior : Shift to Digital
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Customer Behavior is Changing
Customer Behavior : Convenience
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Customer Behavior : Convenience
Customer Behavior is Changing
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Small Start-ups Getting Big
Customer Behavior is Changing
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Small Start-ups Getting Big
Customer Behavior is Changing
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Disruption : Lending Club
Customer Behavior is Changing
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Disruption : Wealthfront
Customer Behavior is Changing
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Customer Behavior is Changing
Source: Thomas J. Loverro
Challenge the Challenger.
Become a Disruptor Yourself.
Accelerate Digital Transformation.
Challenge the Challenger
Digital Transformation Key Focus Points for 2015
1. Pursue an Omni-Channel Delivery Model
2. Control Your Digital Strategy
Digital Transformation
1) Pursue an Omni-Channel Delivery Model
The Evolution Towards Omni Channel
1) Pursue an Omni-Channel Delivery Model
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• Customers experience a single type of touch-point.
• Banks have a single type of touch-point.
• Customer sees multiple touch-points acting independently.
• Banks’ channel knowledge and operations exist in technical & functional silos
• Customers sees multiple touch-points as part of the same brand
• Banks have a single view of the customer but operate in functional silos
• Customers experience a brand, not a channel within a brand
• Banks leverage their single view of the customer in coordinated and strategic ways
Omni-Channel Customer Journey
1) Pursue an Omni-Channel Delivery Model
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Source: Google Inc.
Source: Google Inc.
Source: Google Inc.
Omni-Channel Hand-over & Orchestration
Products Analytics
Orchestration / Context / Personalization Services
CRM …
1) Pursue an Omni-Channel Delivery Model
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2) Control Your Digital Strategy
2) Control Your Digital Strategy
Control -- Especially behind the login
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14%
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✓ Right info, right time, right place✓ Seamless Customer Journey ✓ Personal & Relevant
✓ Configuration without IT ✓ Online Channel Optimization ✓ Cross & Up-sell Campaigns
✓ Integration ✓ Security ✓ Agility / Business – IT Alignment ✓ Innovation on a solid foundation
Customers
IT
Business
Challenge : How to Empower all Stakeholders?
2) Control Your Digital Strategy
2) Control Your Digital Strategy
The soloed digital banking team
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Learnings from
2) Control Your Digital Strategy
The soloed digital banking team -- reality
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Learnings from
2) Control Your Digital Strategy
Disrupt: Apply Lean Start-up Principles
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We Are Backbase
Customer Experience Platform
Existing Systems
Launchpad (Your Customers)
CXP Manager (Digital Managers)
Business In control
Customer In control
IT In control
Digital BankingServices
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Customer Experience Solutions. Delivered. INDUSTRY RECOGNITION
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Gartner Magic Quadrant for Horizontal Portal Software Jim Murphy (October 2014)
“Backbase is among the most highly regarded user experience platform vendors in time to implement”.
ü Strong momentum since 2010 ü Lean User Experience Platform
”Most Visionary Vendor”
Customer Experience Solutions. Delivered. INDUSTRY RECOGNITION
“Backbase is Market Leader”
Decision Matrix: Selecting Next Generation Digital Banking Channel Platform Jaroslaw Knapik (December 2013)
“We believe Market Leaders are worthy of a place on most technology selection shortlists. The vendor has established a commanding market position with a product that is widely accepted as best-of-breed."
Customer Experience Solutions. Delivered. INDUSTRY RECOGNITION
image courtesy: http://www.flickr.com/photos/beeteeoh/3298373727/
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