backbase webinar: next level mobile banking
TRANSCRIPT
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Next Level Mobile Banking
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WELCOME!
Slides and recording will be shared within 48 hours
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Logistics
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TRENDS
Context – Channel Mix
“.”3
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TRENDS
Battlefield – Customer Engagement
4
Engagement Matters
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(1) Omni-Channel Delivery Model
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Pursue Omni-Channel Delivery Model
(1) Customers Expect: Any Device
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Pursue Omni-Channel Delivery Model
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Omni-Channel Customer Journeys
Pursue Omni-Channel Delivery Model
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Seamless Device Hand-off Pause & ContinueConsistent Brand ExperienceHolistic Customer View
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Pursue Omni-Channel Delivery Model
Goal : Omni-Channel Customer Journeys
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From “Channel Islands” to “Omni-
Channel”
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MobileInternetPhone /
Call CenterOffice / Branch
InternalApplications
Call CenterApplications
InternetApplications
MobileApplications
data
datadata
data replication
data data data
Omni-Channel
Widget Widget Widget Widget Widget
Web SDK | Mobile SDK
Customer Experience Services
Omni-Channel Services
LegacyApps
LegacyApps
Channel Islands Omni-Channel
data data
LegacyApps
Pursue Omni-Channel Delivery Model
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So we Have Way Too Many Silo’s
CustomerPortal
AgentPortal
MobileApp 1
MobileApp 2
CCCApp
3rd Party
Customer Experience Layer
SuperiorExperience
Personal &Relevant
Fast &Frictionless
AnytimeAny place
ApplicationIntegration
CRMIntegration
ProcessIntegration
Security &Compliance
ExistingSystems CRM Processes Governance
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USER INTERFACE
Customer ExperienceManagement
Omni-ChannelDigital Banking
Omni-Channel Enterprise Catalog
Re-use acrossall Touchpoints
Security
API
Content
API
Targeting
API
Mobile
API
Analytics
API
AI & ML
API
Integration
API
Pursue Omni-Channel Delivery Model
Goal : One Platform, Any Touchpoint
Dynamic Forms& Case Management
Payments
API
Actions
API
Comms.
API
PFM
API
Entitlements
API
…
API
Products
API
Workflows
API
Domain
API
Integration
API
Reporting
API
KYC
API
…
API
Rules
API
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Backbase Forms
Goal : One Platform, Any Touchpoint
BranchInternetMobile
Screen design,Workflows,
content
Screen design,Workflows,
content
Screen design,Workflows,
content
Onboarding
Branch
Internet
Mobile
Credit Application
Branch
Internet
Mobile
Credit CardApplication
Branch
Internet
Mobile
Channel specific processes
BranchInternetMobile
Omni-Channel Dialogs Screen design, Workflows, Content
Branch
Branch
Branch
...
Omni-channel processes
Mortgages
Onboarding
Account O
pening
Loans
...
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Accelerate Digital Innovation
Back Office Functions
Existing Systems(Silos)
Omni-ChannelEngagementPlatform
Start with the Customer Experience
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(2) Seamless Customer Journey
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(2) Customer Expect Instant Service
Service Design
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Create Apps that are Instant
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The Journey Start Here… Any Time – Any Place
TechnologySystemsProcesses
Mind Devices Applications Companies
Service Design
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Service Design
Goal : Instant & Seamless Customer
Journeys
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Service Design
Approach : Design for Moments of Truth
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Identifythe mobile moments and context
Designthe mobile engagement
Engineeryour platforms,processes, and
people for mobile
Analyzeresults
to monitor
performance andoptimize
outcomes
Start smallwith a platform
to extend
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Service Design
We need “Customer First” Technology
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Starts
Inside out.
StartsOutside-
in.
Classic Approach
Legacy Apps
Network
UX
Data
APIs
Legacy Apps
Network
Customer First
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We need “Customer First” Technology
Service Design
CX Services
DB Services DFM Services
Cloud Deployment
Composite Application
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Key Ingredients : Design System
Service Design
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Key Ingredients : API-based Capabilities
Service Design
USER INTERFACEDesign System + Widgets
EngagementOrchestration
Omni-ChannelDigital Banking
Retail Banking Business Banking Wealth Management CSR & Advisor Custom
Omni-Channel Enterprise Catalog
Re-use acrossall Touchpoints
Security
API
Content
API
Targeting
API
Mobile
API
Analytics
API
AI & ML
API
Integration
API
Dynamic BusinessProcess Orchestration
Payments
API
Actions
API
Commun..
API
PFM
API
Entitlements
API
IAM
API
Products
API
Workflows
API
Domain
API
Integration
API
360 Customer
API
KYC
API
…
API
Rules
API
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Create Customer First Experiences
Service Design
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Custome
r
Centric
Apps
UX
Data
APIs
Legacy Apps
Network
Customer First
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(3) Contextual Engagement
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Contextual Engagement
Customer Expect Contextual Advice
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Contextual Engagement
Approach : Understand Context
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PROFILE
EVENTSWHATWHEREHOW
WHO
CONTEXTASSIST
ENGAGE
ACT
Intents
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Contextual Engagement
Key Ingredients : Context Aware
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Social CRM PFM PSD2 …
RulesAIHuman
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Contextual Engagement
Key Ingredients : Context Management
Context Management Capabilities (Rules / AI)
Social CRM PFM PSD2 …
Customer
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Contextual Engagement
Create Win-Win : Customer & Bank
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About BACKBASE
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The Backbase Difference
BACKBASE – Next Level Digital Banking
From: To:Product Push
(pushing products)
Customer First
(engagement banking)
Channel Islands
(broken / silo’s)
Omni-Channel
(everywhere banking)
Monolithic Systems
(stuck in the past)
Open & Modular
(agile banking)
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The Backbase Difference
Next Level Omni-Channel Platform
Omni-Channel Digital Banking
Customer Experience Capabilities
Vertical Banking Solutions = Ready to Go Capabilities
RetailWidget
s
Core bankingsystems
IDMCRMEtc.
Any othersystem
API
API
Dynamic Forms / Case ManagementAPI
Open BankingMarketplace
Businessin control
IT in control
ExperienceManager
Studio
Business
Widgets
Wealth
Widgets
Insurance
Widgets
Employee
Customer
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The Backbase Difference
Trusted by 100+ Financials
35
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The Backbase Difference
Drive your Digital Business
CUSTOMER
ENGAGEMENT
Customer Employee
Customer Engagement