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Customer Experience Solutions. Delivered. BANK 2.0 Making Banks Successful in the Era of Engagement Banking.

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BANK 2.0 Making Banks Successful in the Era of Engagement Banking. Forrester: Next Gen Digital Financial Services. - PowerPoint PPT Presentation

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Page 1: BANK 2.0 Making Banks Successful in the  Era of Engagement Banking

Customer Experience Solutions. Delivered. 1

BANK 2.0Making Banks Successful in the

Era of Engagement Banking.

Page 2: BANK 2.0 Making Banks Successful in the  Era of Engagement Banking

Customer Experience Solutions. Delivered. 2

Page 3: BANK 2.0 Making Banks Successful in the  Era of Engagement Banking

Customer Experience Solutions. Delivered. 3

Page 4: BANK 2.0 Making Banks Successful in the  Era of Engagement Banking

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.

Page 5: BANK 2.0 Making Banks Successful in the  Era of Engagement Banking

Customer Experience Solutions. Delivered. 5

Paradigm Shift: From “Inside-Out” to ‘Outside-in’

INTERNALSYSTEMS

AND PLATFORMS

Inside-Out

CUSTOMER

EXPERIENCE

LAYER

Outside-In

Customer Enable

Web / MobileEnable

Customer in Control

Ease of Use

Simplicity

Page 6: BANK 2.0 Making Banks Successful in the  Era of Engagement Banking

Customer Experience Solutions. Delivered. 6

Paradigm Shift: Different Heartbeats

CHANGE Frequency

CHANGE Frequency

INTERNALSYSTEMS

AND PLATFORMS

CUSTOMER

EXPERIENCE

LAYER

LOOSELYCOUPLED

Page 7: BANK 2.0 Making Banks Successful in the  Era of Engagement Banking

Customer Experience Solutions. Delivered. 7

Bank 2.0

Customer Success

Page 8: BANK 2.0 Making Banks Successful in the  Era of Engagement Banking

Customer Experience Solutions. Delivered. 8

Backbase: Global Customer Success

Page 9: BANK 2.0 Making Banks Successful in the  Era of Engagement Banking

Customer Experience Solutions. Delivered. 9

ABN AMRO

Demo

Page 10: BANK 2.0 Making Banks Successful in the  Era of Engagement Banking

Absa Barclays

Demo

Page 11: BANK 2.0 Making Banks Successful in the  Era of Engagement Banking

Customer Experience Solutions. Delivered. 11

TCSBank

Demo

Page 12: BANK 2.0 Making Banks Successful in the  Era of Engagement Banking

Customer Experience Solutions. Delivered. 12

How to do it successfully?

Empower All Stakeholders

Page 13: BANK 2.0 Making Banks Successful in the  Era of Engagement Banking

Customer Experience Solutions. Delivered. 13

• Optimize online results

• Lower Cost per Contact

• Control: less IT dependency

• Leverage existing infrastructure

• Easy integration

• Secure & Performance

• Superior User Experience

• Personal & Relevant

• Anytime, Anyplace & Any Device

Customers

Business IT Teams

Bank 2.0: Empower All Stakeholders

Page 14: BANK 2.0 Making Banks Successful in the  Era of Engagement Banking

Customer Experience Solutions. Delivered. 14

Backbase Portal Platform

Existing Core Banking & Other Back-end Systems

Bank 2.0: Empower all Stakeholders

Backbase Bank 2.0 Launchpad (Your Customers)

ITin Control

Backbase Portal Manager(Digital & Marketing Professionals)

Businessin Control

Customerin Control

Page 15: BANK 2.0 Making Banks Successful in the  Era of Engagement Banking

Customer Experience Solutions. Delivered. 15Demo

Page 16: BANK 2.0 Making Banks Successful in the  Era of Engagement Banking

Customer Experience Solutions. Delivered. 16

How to do it successfully?

Bank 2.0 Challenges

Page 17: BANK 2.0 Making Banks Successful in the  Era of Engagement Banking

Customer Experience Solutions. Delivered. 17

Challenge : Eliminate Silo’s

Page 18: BANK 2.0 Making Banks Successful in the  Era of Engagement Banking

Customer Experience Solutions. Delivered. 18

BUs

Unify Content & Applications into Seamless Journey

Products Systems Processes Compliance

Backbase Portal

ContextualSmart

SeamlessJourney

CRMIntegration

Security &Compliance

ProcessIntegration

Personal &Relevant

ApplicationIntegration

CustomerIn Control

Page 19: BANK 2.0 Making Banks Successful in the  Era of Engagement Banking

Customer Experience Solutions. Delivered. 19

Widgets (Mix & Match)

Re-Usable

Widgets CONTENT

Consistent Across Channels

FORMS

EnrollmentSelf-Service ...

PERSONALIZATION

1:1 Marketing(targeting, segmentation)

COMMUNICATION

Chat, Mail, SMS

INTERNET BANKING

Transactional

OTHER APPLICATIONS

CRM

3TH PARTY APPS

PFM

CUSTOMER ENGAGEMENT PORTAL

ONLINE MOBILE

CALL CENTER

BRANCH OFFICE

Page 20: BANK 2.0 Making Banks Successful in the  Era of Engagement Banking

Customer Experience Solutions. Delivered. 20

Challenge: The Dialog moves to Tablets &

Smartphones

Page 21: BANK 2.0 Making Banks Successful in the  Era of Engagement Banking
Page 22: BANK 2.0 Making Banks Successful in the  Era of Engagement Banking

Customer Experience Solutions. Delivered. 22

Backbase

BANK 2.0

Portal

Mobile Optimized Widgets

+

(1) Direct To Browser

(2) Native App Wrapper

NATIVE

WRAPPER

Hybrid Model : Mobile Web + Native Wrapper

+ +

Page 23: BANK 2.0 Making Banks Successful in the  Era of Engagement Banking

Customer Experience Solutions. Delivered. 23

Mobile Wrapping: Integrate with Native OS features

With App store

With Local Cache

With Geo Location

With Vibration

With Camera

With Sound

Native App Wrapper

Benefits Hybrid approach : Access to local OS and ability to publish in App Stores or Marketplaces.

Page 24: BANK 2.0 Making Banks Successful in the  Era of Engagement Banking

Customer Experience Solutions. Delivered. 24

Challenge: Getting To Value / Fast Time To Market

Page 25: BANK 2.0 Making Banks Successful in the  Era of Engagement Banking

Customer Experience Solutions. Delivered. 25

Portal Platform

Existing Core Banking & Other Back-end Systems

Backbase Portal Manager: Business in Control

Retail Banking Launchpad (Your Customers)

ITin Control

Portal Manager(Digital / Marketing Professionals)

Businessin Control

Customerin Control

Page 26: BANK 2.0 Making Banks Successful in the  Era of Engagement Banking

Customer Experience Solutions. Delivered. 26

26Portal Manager: Power to your Digital and Marketing Teams

Page 27: BANK 2.0 Making Banks Successful in the  Era of Engagement Banking

Customer Experience Solutions. Delivered. 27

27Portal Manager: ICE (In Context Editing)

Page 28: BANK 2.0 Making Banks Successful in the  Era of Engagement Banking

Customer Experience Solutions. Delivered. 28

28Portal Manager: Mobile Editing

Page 29: BANK 2.0 Making Banks Successful in the  Era of Engagement Banking

Customer Experience Solutions. Delivered. 29

29Compliance: Approval Workflow

Page 30: BANK 2.0 Making Banks Successful in the  Era of Engagement Banking

Customer Experience Solutions. Delivered. 30

30Compliance: Logging, Audit Trail, Archiving

Page 31: BANK 2.0 Making Banks Successful in the  Era of Engagement Banking

Customer Experience Solutions. Delivered. 31

Challenge: Efficient online Marketing & Sales

Page 32: BANK 2.0 Making Banks Successful in the  Era of Engagement Banking

Customer Experience Solutions. Delivered. 32

3232Targeting: Sales Campaigns

Page 33: BANK 2.0 Making Banks Successful in the  Era of Engagement Banking

Customer Experience Solutions. Delivered. 33

Targeting : Segmentation & 1:1 Marketing

TargetingRules

ContentServices

IntegrationServices

RenderingServices

Existing

CRM

Customer

Profile Data

TRACKINGBEHAVIOR

CUSTOMERPREFERENCES

ImplicitProfiling

ExplicitProfiling

Social

Google

Page 34: BANK 2.0 Making Banks Successful in the  Era of Engagement Banking

Customer Experience Solutions. Delivered. 34

3434Targeting: Rules, Segments and Variants

Page 35: BANK 2.0 Making Banks Successful in the  Era of Engagement Banking

Customer Experience Solutions. Delivered. 35

Backbase

Wrap-up

Page 36: BANK 2.0 Making Banks Successful in the  Era of Engagement Banking

Customer Experience Solutions. Delivered. 36

Backbase Portal: One Integrated Bank 2.0 Solution

Backbase

Portal

BANK

2.0

Security

CMSApp Center

Launchpad

Enterprise

Application

Integration

Digital

Marketing

Superior

User

Experience

Page 37: BANK 2.0 Making Banks Successful in the  Era of Engagement Banking

Customer Experience Solutions. Delivered. 37

Thank You!Jelmer de Jong

[email protected]

AMSTERDAM - NEW YORK - LONDON - MOSCOW - SINGAPORE