backbasewebinar trends2015 v5 141219022227 conversion gate02
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Backbasewebinar Trends2015 v5 141219022227 Conversion Gate02TRANSCRIPT
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Disruption in Digital BankingBy @joukpleiter and @jelmerdejong
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Thursday, December 18th, 1pm EST
§ Thank you for joining!
§ Use the GoToMeeting panel to ask questions
§ Participate on Twitter: #backbase
§ Session will be recorded and slides will be shared
via email and Slideshare within 48 hours
Webinar : Disruption in Digital Banking
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Customer Behavior is Changing
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Customer Behavior is Changing
Customer Behavior : Convenience
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Disruption : Uber
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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Small Start-ups Getting Big
Customer Behavior is Changing
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Customer Behavior is Changing
Source: Thomas J. Loverro
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Challenge the Challenger.
Become a Disruptor Yourself.
Accelerate Digital Transformation.
Challenge the Challenger
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Digital Transformation Key Focus Points for 2015
1. Start with the Customer Experience
2. Pursue an Omni-Channel Delivery Model
3. Regain Control of your Digital Strategy
4. Define your Inspiring Purpose
Digital Transformation
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1) Start with the Customer Experience
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1) Start with the Customer Experience
Customer Behavior : Shift to Digital
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Times
Branch
Phone
ATM
Tablet
Mobile
0%
10%
100%
20%
30%
40%
50%
60%
70%
80%
90%
7-10 Times per Month
3-5 Times per Month
5-10 Times per Year
1-2 Times per Year
20-30 Times per Month
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1) Start with the Customer Experience
Customer Behavior Shift : Instant & Seamless
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The Journey Start Here… Any Time – Any Place
TechnologySystems
Processes
Mind Devices Applications Companies
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1) Start with the Customer Experience
But Requires Hard Work at Infra Level
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The hard workhappens here
TechnologySystems
Processes
Mind Devices Applications Companies
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1) Start with the Customer Experience
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 monitorperformance and
optimize outcomes
Start smallwith a platform
to extend
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1) Start with the Customer Experience
New Business Technology Strategy
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Design starts from inside out.
Customer FocusDesign starts
from outside in.
Organizational FocusUX
Data
Software
Hardware / Infrastructure
Network
UX
Data
Software
Hardware / Infrastructure
Network
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2) Pursue an Omni-Channel Delivery Model
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Omni-Channel Customer Journey
2) Pursue an Omni-Channel Delivery Model
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2) Pursue an Omni-Channel Delivery Model
Traditional Bank = Legacy Approach
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UX & Marketing
Banking APIs
Banking Infrastructure
Rails
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2) Pursue an Omni-Channel Delivery Model
Disruptors = Flexible CX Layer + API’s
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API API API API API
Orchestration
UX & Marketing
Banking APIs
Banking Infrastructure
Rails
API API API API API
Orchestration
API API
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Widgets – Pre-Build UX Components
2) Pursue an Omni-Channel Delivery Model
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Omni-Channel Hand-over & Orchestration
Products Analytics
Orchestration / Context / Personalization Services
CRM …
2) Pursue an Omni-Channel Delivery Model
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2) Pursue an Omni-Channel Delivery Model
Critical Interactions at Moments of Truth
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That means building APIs for your core processes.
An airline Example,
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3) Regain Control of your Digital Strategy
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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?
3) Regain Control of your Digital Strategy
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3) Regain Control of your Digital Strategy
The soloed digital banking team
27 Learnings from
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3) Regain Control of your Digital Strategy
The soloed digital banking team -- reality
28 Learnings from
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3) Regain Control of your Digital Strategy
§ Team of 200§ 30m euro budget§ Just 14 months§ 1.6 million lines of code§ 50k test conditions§ 200 innovative features§ 1700 screens§ 4 million customers§ 3 countries§ All products & services§ Corporation not a startup
How mBank did became a disrupter
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§ Break all silos
§ Move to dedicated location
§ Freedom & Accountability
§ Non-standard motivation
§ Core value: collaboration
Learnings from
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3) Regain Control of your Digital Strategy
Disrupt : Apply Lean Start-up Principles
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4) Define your Inspiring Purpose
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4) Define your Inspiring Purpose
What is your Inspiring Purpose?
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4) Define your Inspiring Purpose
What is your Inspiring Purpose?
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4) Define your Inspiring Purpose
What is your Inspiring Purpose?
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4) Define your Inspiring Purpose
UMPQUA Bank
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4) Define your Inspiring Purpose
UMPQUA Bank
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We are Backbase
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We are Backbase
Customer Experience Platform
Existing Systems
Superior UX (Your Customers)
Visual Editor (Digital Managers)
Business In control
Customer In control
IT In control API API API API API
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We are Backbase
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Customer Experience Solutions. Delivered. We are Backbase
Decision Matrix: Next Generation Digital Banking Platforms 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."
“Backbase is Market Leader”
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Disruption in Digital Banking: Q & A