Download - Bank 2.0 & Backbase
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Customer Experience Solutions. Delivered. 1
BANK 2.0Get ready for the Era of
Customer Engagement
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Customer Experience Solutions. Delivered. 2
Our latest white paper on Engagement Banking is available for download at:
banking.backbase.com/adv/futureofbanking-whitepaper.php
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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.
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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
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Customer Experience Solutions. Delivered. 6
Loosely Coupled : Customer Experience Layer
INTERNALSYSTEMS
AND PLATFORMS
CustomerExperience
Layer
CHANGE REQUIREMENTS
CHANGE CAPABILITY
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Customer Experience Solutions. Delivered. 7
TrendsCustomers Expectations for Bank 2.0
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…Mobile
App
Internet
Banking
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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
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MarketingContent
PersonalContent
Comm.Tools
MyProducts
My ProfilePreferences
Transactions
AccountsSummary
Public
9Merging “Open” and “Closed”Creating a seamless Customer Journey 2
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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
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TVTV MobileMobile PC / MacPC / Mac
Customer Experience Layer
11Multi-Device AccessAny Time – Any Place – Any Device 4
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12Cross-Channel Customer JourneyCX Layer across multiple customer interaction channels
TransactionSystems
Advisory Tools
Communication Tools
PersonalizedContent
EngagementApps
ONLINE BRANCH CALL
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Customer Experience Solutions. Delivered. 13
Bank 2.0 Portal Demo | Examples
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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
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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
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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
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Customer Experience Solutions. Delivered. 17
About BackbaseBank 2.0 Portal solutions delivered…
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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…
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Customer Centric
Our Vision = “outside-in” : Customer Experience Layer
Customer Experience Management is our DNA
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Customer Experience Solutions. Delivered. 20
Business Centric
Business Agility : DIY Presentation Orchestration (portal manager)
Business Results : Drive Revenue & Loyalty
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Customer Experience Solutions. Delivered. 21
Backbase : Global Customer Success
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Customer Experience Solutions. Delivered. 22
Backbase : Global Partner Network
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Customer Experience Solutions. Delivered. 23
Thank you!WWW.BACKBASE.COM
NEW YORK : +1 646 205 3648
AMSTERDAM: +31 (0)20 465 8888