Customer Experience Solutions. Delivered. 1 BANK 2.0 Making Banks Successful in the Era of...
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![Page 1: Customer Experience Solutions. Delivered. 1 BANK 2.0 Making Banks Successful in the Era of Engagement Banking.](https://reader036.fdocuments.us/reader036/viewer/2022081513/5517f6c755034693228b483b/html5/thumbnails/1.jpg)
Customer Experience Solutions. Delivered. 1
BANK 2.0Making Banks Successful in the
Era of Engagement Banking.
![Page 2: Customer Experience Solutions. Delivered. 1 BANK 2.0 Making Banks Successful in the Era of Engagement Banking.](https://reader036.fdocuments.us/reader036/viewer/2022081513/5517f6c755034693228b483b/html5/thumbnails/2.jpg)
Customer Experience Solutions. Delivered. 2
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Customer Experience Solutions. Delivered. 3
![Page 4: Customer Experience Solutions. Delivered. 1 BANK 2.0 Making Banks Successful in the Era of Engagement Banking.](https://reader036.fdocuments.us/reader036/viewer/2022081513/5517f6c755034693228b483b/html5/thumbnails/4.jpg)
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: Customer Experience Solutions. Delivered. 1 BANK 2.0 Making Banks Successful in the Era of Engagement Banking.](https://reader036.fdocuments.us/reader036/viewer/2022081513/5517f6c755034693228b483b/html5/thumbnails/5.jpg)
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: Customer Experience Solutions. Delivered. 1 BANK 2.0 Making Banks Successful in the Era of Engagement Banking.](https://reader036.fdocuments.us/reader036/viewer/2022081513/5517f6c755034693228b483b/html5/thumbnails/6.jpg)
Customer Experience Solutions. Delivered. 6
Paradigm Shift: Different Heartbeats
CHANGE Frequency
CHANGE Frequency
INTERNALSYSTEMS
AND PLATFORMS
CUSTOMER
EXPERIENCE
LAYER
LOOSELYCOUPLED
![Page 7: Customer Experience Solutions. Delivered. 1 BANK 2.0 Making Banks Successful in the Era of Engagement Banking.](https://reader036.fdocuments.us/reader036/viewer/2022081513/5517f6c755034693228b483b/html5/thumbnails/7.jpg)
Customer Experience Solutions. Delivered. 7
Bank 2.0
Customer Success
![Page 8: Customer Experience Solutions. Delivered. 1 BANK 2.0 Making Banks Successful in the Era of Engagement Banking.](https://reader036.fdocuments.us/reader036/viewer/2022081513/5517f6c755034693228b483b/html5/thumbnails/8.jpg)
Customer Experience Solutions. Delivered. 8
Backbase: Global Customer Success
![Page 9: Customer Experience Solutions. Delivered. 1 BANK 2.0 Making Banks Successful in the Era of Engagement Banking.](https://reader036.fdocuments.us/reader036/viewer/2022081513/5517f6c755034693228b483b/html5/thumbnails/9.jpg)
Customer Experience Solutions. Delivered. 9
ABN AMRO
Demo
![Page 10: Customer Experience Solutions. Delivered. 1 BANK 2.0 Making Banks Successful in the Era of Engagement Banking.](https://reader036.fdocuments.us/reader036/viewer/2022081513/5517f6c755034693228b483b/html5/thumbnails/10.jpg)
Absa Barclays
Demo
![Page 11: Customer Experience Solutions. Delivered. 1 BANK 2.0 Making Banks Successful in the Era of Engagement Banking.](https://reader036.fdocuments.us/reader036/viewer/2022081513/5517f6c755034693228b483b/html5/thumbnails/11.jpg)
Customer Experience Solutions. Delivered. 11
TCSBank
Demo
![Page 12: Customer Experience Solutions. Delivered. 1 BANK 2.0 Making Banks Successful in the Era of Engagement Banking.](https://reader036.fdocuments.us/reader036/viewer/2022081513/5517f6c755034693228b483b/html5/thumbnails/12.jpg)
Customer Experience Solutions. Delivered. 12
How to do it successfully?
Empower All Stakeholders
![Page 13: Customer Experience Solutions. Delivered. 1 BANK 2.0 Making Banks Successful in the Era of Engagement Banking.](https://reader036.fdocuments.us/reader036/viewer/2022081513/5517f6c755034693228b483b/html5/thumbnails/13.jpg)
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: Customer Experience Solutions. Delivered. 1 BANK 2.0 Making Banks Successful in the Era of Engagement Banking.](https://reader036.fdocuments.us/reader036/viewer/2022081513/5517f6c755034693228b483b/html5/thumbnails/14.jpg)
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: Customer Experience Solutions. Delivered. 1 BANK 2.0 Making Banks Successful in the Era of Engagement Banking.](https://reader036.fdocuments.us/reader036/viewer/2022081513/5517f6c755034693228b483b/html5/thumbnails/15.jpg)
Customer Experience Solutions. Delivered. 15Demo
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Customer Experience Solutions. Delivered. 16
How to do it successfully?
Bank 2.0 Challenges
![Page 17: Customer Experience Solutions. Delivered. 1 BANK 2.0 Making Banks Successful in the Era of Engagement Banking.](https://reader036.fdocuments.us/reader036/viewer/2022081513/5517f6c755034693228b483b/html5/thumbnails/17.jpg)
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Challenge : Eliminate Silo’s
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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: Customer Experience Solutions. Delivered. 1 BANK 2.0 Making Banks Successful in the Era of Engagement Banking.](https://reader036.fdocuments.us/reader036/viewer/2022081513/5517f6c755034693228b483b/html5/thumbnails/19.jpg)
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: Customer Experience Solutions. Delivered. 1 BANK 2.0 Making Banks Successful in the Era of Engagement Banking.](https://reader036.fdocuments.us/reader036/viewer/2022081513/5517f6c755034693228b483b/html5/thumbnails/20.jpg)
Customer Experience Solutions. Delivered. 20
Challenge: The Dialog moves to Tablets &
Smartphones
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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
+ +
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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.
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Customer Experience Solutions. Delivered. 24
Challenge: Getting To Value / Fast Time To Market
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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: Customer Experience Solutions. Delivered. 1 BANK 2.0 Making Banks Successful in the Era of Engagement Banking.](https://reader036.fdocuments.us/reader036/viewer/2022081513/5517f6c755034693228b483b/html5/thumbnails/26.jpg)
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26Portal Manager: Power to your Digital and Marketing Teams
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Customer Experience Solutions. Delivered. 27
27Portal Manager: ICE (In Context Editing)
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28Portal Manager: Mobile Editing
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Customer Experience Solutions. Delivered. 29
29Compliance: Approval Workflow
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Customer Experience Solutions. Delivered. 30
30Compliance: Logging, Audit Trail, Archiving
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Customer Experience Solutions. Delivered. 31
Challenge: Efficient online Marketing & Sales
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3232Targeting: Sales Campaigns
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Customer Experience Solutions. Delivered. 33
Targeting : Segmentation & 1:1 Marketing
TargetingRules
ContentServices
IntegrationServices
RenderingServices
Existing
CRM
Customer
Profile Data
TRACKINGBEHAVIOR
CUSTOMERPREFERENCES
ImplicitProfiling
ExplicitProfiling
Social
…
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3434Targeting: Rules, Segments and Variants
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Backbase
Wrap-up
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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
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Thank You!Jelmer de Jong
AMSTERDAM - NEW YORK - LONDON - MOSCOW - SINGAPORE