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