Customer Experience Solutions. Delivered.
BANK 2.0
Making Banks Successful in the
Era of Engagement Banking.
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Customer Experience Solutions. Delivered.
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Customer Experience Solutions. Delivered.
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Customer Experience Solutions. Delivered.
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.
Paradigm Shift: From “Inside-Out” to ‘Outside-in’
Outside-In
CUSTOMER
Customer Enable
EXPERIENCE
Customer in Control
LAYER
Ease of Use
Simplicity
INTERNAL
SYSTEMS
AND PLATFORMS
Web / Mobile
Enable
Inside-Out
Customer Experience Solutions. Delivered.
Paradigm Shift: Different Heartbeats
CHANGE Frequency
CUSTOMER
EXPERIENCE
LAYER
LOOSELY
COUPLED
INTERNAL
SYSTEMS
AND PLATFORMS
CHANGE Frequency
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Customer Experience Solutions. Delivered.
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Bank 2.0
Customer Success
Customer Experience Solutions. Delivered.
Backbase: Global Customer Success
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Customer Experience Solutions. Delivered.
ABN
AMRO
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Absa
Barclays
Customer Experience Solutions. Delivered.
TCS
Bank
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Customer Experience Solutions. Delivered.
How to do it successfully?
Empower All Stakeholders
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Customer Experience Solutions. Delivered.
Bank 2.0: Empower All Stakeholders
Customers
• Superior User Experience
• Personal & Relevant
• Anytime, Anyplace & Any Device
Business
IT Teams
• Optimize online results
• Lower Cost per Contact
• Control: less IT dependency
• Leverage existing infrastructure
• Easy integration
• Secure & Performance
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Customer Experience Solutions. Delivered.
Bank 2.0: Empower all Stakeholders
Backbase Portal Manager
(Digital & Marketing Professionals)
Backbase Bank 2.0 Launchpad
(Your Customers)
Customer
in Control
Backbase Portal Platform
Existing Core Banking & Other Back-end Systems
Customer Experience Solutions. Delivered.
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Customer Experience Solutions. Delivered.
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How to do it successfully?
Bank 2.0 Challenges
Customer Experience Solutions. Delivered.
Challenge : Eliminate Silo’s
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Customer Experience Solutions. Delivered.
Unify Content & Applications into Seamless Journey
Customer
In Control
Personal &
Relevant
Contextual
Smart
Seamless
Journey
Backbase Portal
CRM
Integration
Application
Integration
BUs
Products
Systems
Process
Integration
Processes
Security &
Compliance
Compliance
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Customer Experience Solutions. Delivered.
Widgets (Mix & Match)
ONLINE
MOBILE
CALL
CENTER
BRANCH
OFFICE
CUSTOMER ENGAGEMENT PORTAL
PERSONALIZATION
FORMS
1:1 Marketing
(targeting, segmentation)
Re-Usable
COMMUNICATION
Widgets
Enrollment
Self-Service ...
CONTENT
Consistent
Across Channels
Chat, Mail, SMS
INTERNET BANKING
Transactional
OTHER APPLICATIONS
CRM
3TH PARTY APPS
PFM
Customer Experience Solutions. Delivered.
Challenge: The Dialog moves to Tablets & Smartphones
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Customer Experience Solutions. Delivered.
Hybrid Model : Mobile Web + Native Wrapper
+
+
(1) Direct To Browser
Backbase
BANK 2.0
Portal
(2) Native App Wrapper
+
NATIVE
WRAPPER
Mobile Optimized Widgets
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Customer Experience Solutions. Delivered.
Mobile Wrapping: Integrate with Native OS features
Native App Wrapper
With App store
With Vibration
With Local Cache
With Camera
With Geo Location
With Sound
Benefits Hybrid approach :
Access to local OS and ability to publish in App Stores or Marketplaces.
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Customer Experience Solutions. Delivered.
Challenge:
Getting To Value / Fast Time To Market
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Customer Experience Solutions. Delivered.
Backbase Portal Manager: Business in Control
Portal Manager
(Digital / Marketing Professionals)
Retail Banking Launchpad
(Your Customers)
Customer
in Control
Portal Platform
Existing Core Banking & Other Back-end Systems
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Customer Experience Solutions. Delivered.
Portal Manager: Power to your Digital and Marketing Teams
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Customer Experience Solutions. Delivered.
Portal Manager: ICE (In Context Editing)
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Customer Experience Solutions. Delivered.
Portal Manager: Mobile Editing
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Customer Experience Solutions. Delivered.
Compliance: Approval Workflow
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Customer Experience Solutions. Delivered.
Compliance: Logging, Audit Trail, Archiving
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Customer Experience Solutions. Delivered.
Challenge:
Efficient online Marketing & Sales
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Customer Experience Solutions. Delivered.
Targeting: Sales Campaigns
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Customer Experience Solutions. Delivered.
Targeting : Segmentation & 1:1 Marketing
Social
Google
…
TRACKING
BEHAVIOR
CUSTOMER
PREFERENCES
Implicit
Profiling
Explicit
Profiling
Customer
Profile Data
Targeting
Rules
Existing
CRM
Content
Services
Integration
Services
Rendering
Services
Customer Experience Solutions. Delivered.
Targeting: Rules, Segments and Variants
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Customer Experience Solutions. Delivered.
Backbase
Wrap-up
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Customer Experience Solutions. Delivered.
Backbase Portal: One Integrated Bank 2.0 Solution
BANK
2.0
Superior
User
Launchpad
Experience
App Center
Backbase
CMS
Portal
Enterprise
Digital
Application
Marketing
Integration
Security
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Customer Experience Solutions. Delivered.
Thank You!
Jelmer de Jong
jelmer@backbase.com
AMSTERDAM - NEW YORK - LONDON - MOSCOW - SINGAPORE
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