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Customer Experience Solutions. Delivered. 1 BANK 2.0 Making Banks Successful in the Era of Engagement Banking.

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Presentation on theme: "Customer Experience Solutions. Delivered. 1 BANK 2.0 Making Banks Successful in the Era of Engagement Banking."— Presentation transcript:

1 Customer Experience Solutions. Delivered. 1 BANK 2.0 Making Banks Successful in the Era of Engagement Banking.

2 Customer Experience Solutions. Delivered. 2

3 3

4 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.

5 Customer Experience Solutions. Delivered. 5 Paradigm Shift: From Inside-Out to Outside-in INTERNAL SYSTEMS AND PLATFORMS Inside-Out CUSTOMER EXPERIENCE LAYER Outside-In Customer Enable Web / Mobile Enable Customer in Control Ease of Use Simplicity

6 Customer Experience Solutions. Delivered. 6 Paradigm Shift: Different Heartbeats CHANGE Frequency INTERNAL SYSTEMS AND PLATFORMS CUSTOMER EXPERIENCE LAYER LOOSELY COUPLED

7 Customer Experience Solutions. Delivered. 7 Bank 2.0 Customer Success

8 Customer Experience Solutions. Delivered. 8 Backbase: Global Customer Success

9 Customer Experience Solutions. Delivered. 9 ABN AMRO

10 Absa Barclays

11 Customer Experience Solutions. Delivered. 11 TCS Bank

12 Customer Experience Solutions. Delivered. 12 How to do it successfully? Empower All Stakeholders

13 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 BusinessIT Teams Bank 2.0: Empower All Stakeholders

14 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) IT in Control Backbase Portal Manager (Digital & Marketing Professionals) Business in Control Customer in Control

15 Customer Experience Solutions. Delivered. 15

16 Customer Experience Solutions. Delivered. 16 How to do it successfully? Bank 2.0 Challenges

17 Customer Experience Solutions. Delivered. 17 Challenge : Eliminate Silos

18 Customer Experience Solutions. Delivered. 18 BUs Unify Content & Applications into Seamless Journey Products Systems Processes Compliance Backbase Portal Contextual Smart Seamless Journey CRM Integration Security & Compliance Process Integration Personal & Relevant Application Integration Customer In Control

19 Customer Experience Solutions. Delivered. 19 Widgets (Mix & Match) Re-Usable Widgets CONTENT Consistent Across Channels FORMS Enrollment Self-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

20 Customer Experience Solutions. Delivered. 20 Challenge: The Dialog moves to Tablets & Smartphones

21

22 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 ++

23 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.

24 Customer Experience Solutions. Delivered. 24 Challenge: Getting To Value / Fast Time To Market

25 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) IT in Control Portal Manager (Digital / Marketing Professionals) Business in Control Customer in Control

26 Customer Experience Solutions. Delivered. 26 Portal Manager: Power to your Digital and Marketing Teams

27 Customer Experience Solutions. Delivered. 27 Portal Manager: ICE (In Context Editing)

28 Customer Experience Solutions. Delivered. 28 Portal Manager: Mobile Editing

29 Customer Experience Solutions. Delivered. 29 Compliance: Approval Workflow

30 Customer Experience Solutions. Delivered. 30 Compliance: Logging, Audit Trail, Archiving

31 Customer Experience Solutions. Delivered. 31 Challenge: Efficient online Marketing & Sales

32 Customer Experience Solutions. Delivered. 32 Targeting: Sales Campaigns

33 Customer Experience Solutions. Delivered. 33 Targeting : Segmentation & 1:1 Marketing Targeting Rules Content Services Integration Services Rendering Services Existing CRM Customer Profile Data TRACKING BEHAVIOR CUSTOMER PREFERENCES Implicit Profiling Explicit Profiling Social Google …

34 Customer Experience Solutions. Delivered. 34 Targeting: Rules, Segments and Variants

35 Customer Experience Solutions. Delivered. 35 Backbase Wrap-up

36 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

37 Customer Experience Solutions. Delivered. 37 Thank You! Jelmer de Jong AMSTERDAM - NEW YORK - LONDON - MOSCOW - SINGAPORE


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