bank 2.0 & backbase

Customer Experience Solutions. Delivered. 1

BANK 2.0Get ready for the Era of

Customer Engagement

Customer Experience Solutions. Delivered. 2

Our latest white paper on Engagement Banking is available for download at:

banking.backbase.com/adv/futureofbanking-whitepaper.php

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.

4

Customer Experience Solutions. Delivered. 5

Paradigm Shift : From “Inside-out” to “Outside-in”

Core Systems& Products INSIDE-OUT

approach

Outside-Inapproach

Customer

Experience

Layer

Customer

Experience

Layer

5

Customer Experience Solutions. Delivered. 6

Loosely Coupled : Customer Experience Layer

INTERNALSYSTEMS

AND PLATFORMS

CustomerExperience

Layer

CHANGE REQUIREMENTS

CHANGE CAPABILITY

Customer Experience Solutions. Delivered. 7

TrendsCustomers Expectations for Bank 2.0

…Mobile

App

Internet

Banking

8

Marketing

Site

Core Banking Systems & Processes

Mobile

AppCustomer Experience Layer

SuperiorExperience

Any DeviceAny Place

TargetingCross / Up Selling

ApplicationIntegration

ContentIntegration

ProcessIntegration

My BankCustomization

SecurityIntegration

Eliminate Silo’s Creating a seamless Customer Journey 1

MarketingContent

PersonalContent

Comm.Tools

MyProducts

My ProfilePreferences

Transactions

AccountsSummary

Public

9Merging “Open” and “Closed”Creating a seamless Customer Journey 2

1:1 customer treatment(targeting, segmentation)

Personalization / My Bank

Mail / SMS / Chat / Video

Communication

Transactional

Internet Banking

CRM, Brokerage, …

Other Back-end Functions

PFM, …

3rd Party Functions

Consistent across Channels

Content

Simulation, Calculators, …

Advisory Tools

Re-UsableWidgets

10Modular & Flexible (Widgets)Mix & Match the right content, data and functionality 3

TVTV MobileMobile PC / MacPC / Mac

Customer Experience Layer

11Multi-Device AccessAny Time – Any Place – Any Device 4

12Cross-Channel Customer JourneyCX Layer across multiple customer interaction channels

TransactionSystems

Advisory Tools

Communication Tools

PersonalizedContent

EngagementApps

ONLINE BRANCH CALL

5

Customer Experience Solutions. Delivered. 13

Bank 2.0 Portal Demo | Examples

Bank 2.0 Portal

Portal Manager(e-Business Professionals)

Bank 2.0 Portal (Customers)

Businessin Control

Bank 2.0 Portal in ActionOptimize your online Customer Experience

Customers in Control

Bank 2.0 Portal

Portal Manager(e-Business Professionals)

Bank 2.0 Portal (Customers)

Businessin Control

DIY Portal ManagementEmpower e-business teams to manage and optimize your Portal

Customers in Control

Customer Experience Solutions. Delivered. 16

Different layers for different levels of controlBringing control and ease to customer, e-business and IT teams.

CORE BANKING SYSTEMS & PROCESSES

BANK 2.0 CUSTOMER PORTAL

E-BUSINESS PORTAL MANAGER

SECURITYSERVICES

INTEGRATIONSERVICES

PERSONALIZATIONSERVICES

CONTENTSERVICES

PRESENTATIONSERVICES

Customerin Control

Businessin Control

ITin Control

Backbase introduction | July 24, 2011

✓ Superior User Experience

✓ Multi-Device Access

✓ Personal & Relevant

✓ Optimize Online Results

✓ Lower Cost-per-Contact

✓ Reduce IT Dependency

✓ Leverage Existing Systems

✓ Easy Integration

✓ Secure & Performance

Customer Experience Solutions. Delivered. 17

About BackbaseBank 2.0 Portal solutions delivered…

Customer Experience Solutions. Delivered. 18

BANK 2.0 Portal Specialist

Backbase is global Bank 2.0 Portal leader

We help banks to move their online channel o the next level…

Customer Centric

Our Vision = “outside-in” : Customer Experience Layer

Customer Experience Management is our DNA

Customer Experience Solutions. Delivered. 20

Business Centric

Business Agility : DIY Presentation Orchestration (portal manager)

Business Results : Drive Revenue & Loyalty

Customer Experience Solutions. Delivered. 21

Backbase : Global Customer Success

21

Customer Experience Solutions. Delivered. 22

Backbase : Global Partner Network

22

Customer Experience Solutions. Delivered. 23

Thank you!WWW.BACKBASE.COM

REQUEST@BACKBASE.COM

NEW YORK : +1 646 205 3648

AMSTERDAM: +31 (0)20 465 8888