The Emerging Customer Experience Platform Trend
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15-Sep-2014 -
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Transcript of The Emerging Customer Experience Platform Trend
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Customer Experience Solutions. Delivered. 1
The Emerging Customer Experience Platform Trend
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Customer Experience Solutions. Delivered. 2
LEANPORTAL
Forms Web Content Management
Mobile & Cross Channel
Delivery
Digital Marketing
2
From Scatter to the Customer Experience Platform
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Customer Experience Solutions. Delivered. 3
Customer Experience Platform
What’s in a Name?
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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.
4
Forrester: SUPER & Web Experience Management
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Source: Gartner, ‘A Platform Approach for Websites, Portals and Mobiles Apps Leads to
Faster Time to Market and Improved User Experience’. Gene Phifer, Jim Murphy, 29 March 2013.
LEANPORTAL
Forms Web Content Management
Mobile & Cross Channel
Delivery
Digital Marketing
5
Gartner: User Experience Platform
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Customer Experience Solutions. Delivered. 6
Customers
Multi-Channel Customer Experience Delivery
Customer Experience Platform
Portal Manager Widgets / Open Standards
Content Creators, Marketers, BA. Developers
Content Self-Service Dashboard Offers
Apps Enrollment Social Communication
onon on on on on on
Cross-Channel Experience
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Customer Experience Solutions. Delivered. 7
Customers
Multi-Channel Customer Experience Delivery
Customer Experience Platform
Portal Manager Widgets / Open Standards
Content Creators, Marketers, BA. Developers
Content Self-Service Dashboard Offers
Apps Enrollment Social Communication
onon on on on on on
Cross-Channel Experience
Optimize
Deliver
Create
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Customer Experience Solutions. Delivered. 8
Customers
Multi-Channel Customer Experience Delivery
Customer Experience Platform
Portal Manager Widgets / Open Standards
Content Creators, Marketers, BA. Developers
Content Self-Service Dashboard Offers
Apps Enrollment Social Communication
onon on on on on on
Cross-Channel ExperienceTracking
& Analytics
Personalization
Sales &
Marketing
CampaignsContent
Optimization
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InternalApps &Content
MobileTabletsApps
Direct 2 Consumer
ClosedCustomer
Environment
PublicMarketing
Sites
Apps Content CRM Processes Compliance
Customer Experience Platform
Fast & Frictionless
CRMIntegration
Security &Compliance
ProcessIntegration
Personal &Relevant
ApplicationIntegration
SuperiorExperience
Any TimeAny Place
Distribution Channels
9
The Goal: Create One Seamless Customer Journey
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Customer Experience Solutions. Delivered. 10
Customer Experience Platform
The Core Elements
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11
Paradigm Shift: From “Inside-Out” to “Outside-In”
Inside OutPRODUCTS& IT SYSTEMS
Outside In
Customer
Experience
Platform
LOOSELYCOUPLED
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12
Introducing the Customer Experience Platform
Customer Oriented
Functions
Back Office Functions
Customer
Experience
Platform
LOOSELYCOUPLED
Innovation capability
& customer orientation√
PRODUCTS& IT SYSTEMS
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Customers✓ Right data, right time, right
place
✓ Seamless Customer Journey
✓ Personal & Relevant
✓ A la Carte service facilities
✓ Configure what customers
expect
with limited IT support
✓ Online Channel Optimization:
continuous improvement
✓ Cross & Up-sell Campaigns Business IT
✓ Leverage existing IT infra
✓ Agility / Business – IT
Alignment
✓ Innovation on a solid
foundation
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Number 1 Priority: Empower all Stakeholders
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Customer Experience Solutions. Delivered. 14
LEANPORTAL
Forms Web Content Management
Mobile & Cross Channel
Delivery
Digital Marketing
14
Introducing: The CXP with its Core Elements
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Customer Experience Solutions. Delivered. 15
CXP: The Core Elements
Lean Portal
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Customer Experience Solutions. Delivered. 16
LEANPORTAL
Forms Web Content Management
Mobile & Cross Channel
Delivery
Digital Marketing
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Customer Experience Solutions. Delivered. 17
Mobile
Portal 1.0
Web
Portal 1.0
Lean Portal: Enable Cross Device Customer Journeys
Customer Experience Platform
ImprovesMy Life
TrustedAdvisor
IntegrateData
IntegrateProcess
IntegrateApplications
I’m inControl
IntegrateContent
ConvenientNo Friction
Lean Portal: Personal & Relevant
BUs Products Systems Processes Compliance
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Customer Experience Solutions. Delivered. 18
Lean Portal Building Blocks: Reusable Widgets
Re-Usable
WidgetsCONTENT
Re-use across Channels
FORMS
Origination, Self-Service ...
PERSONALIZATION
1:1 Marketing(targeting, segmentation)
COMMUNICATION
Chat, Mail, SMS
Banking Systems
Transactional
CRM Systems
CRM, Social, …
3rd Party Apps
PFM, Portfolio,
Customer Experience Platform
Digital Channels Front-Office Operations
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Customer Experience Solutions. Delivered. 19
Lean Portal: Integration, Security, Personalization
- CORE SYSTEM SILO’s -
Lean
Portal
Integration Services Security ServicesPersonalization
Services
CRMPay ESB Stock …
Widget Widget Widget
Widget Widget Widget
Widget Widget Widget
IDM / SSO
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Customer Experience Solutions. Delivered. 20
Integration Layer\
Core Systems
Integrate Apps Integrate Content Integrate Data Integrate CRM
Orchestration & Presentation
Payment Treasury Risk Mngt FX Etc.
Web Services Pre-fill Straight Through Processing Etc.
Lean Portal: Orchestration & Presentation
Integrate Process
WEB TABLET MOBILE Call CenterBranch
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Customer Experience Solutions. Delivered. 21
CXP: The Core Elements
WCM
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Customer Experience Solutions. Delivered. 22
LEANPORTAL
Forms Web Content Management
Mobile & Cross Channel
Delivery
Digital Marketing
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Customer Experience Solutions. Delivered. 23
Existing Back-End Systems
Customer Experience Platform
WCM: Business in Control
Portal Manager(Digital Professionals)
End-User Site / App (Customers / Employees)
ITin Control
Userin Control
Businessin Control
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Customer Experience Solutions. Delivered. 24
24Portal Manager: In Context Editing (WYSIWYG)
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Customer Experience Solutions. Delivered. 25
25Portal Manager: Cross-Device Management
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Customer Experience Solutions. Delivered. 26
26Portal Manager: Publishing (staging / live)
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Customer Experience Solutions. Delivered. 27
27
Portal Manager: Logging, Audit Trail, Archiving (compliancy)
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Customer Experience Solutions. Delivered. 28
Separation of Concern: For Fast Time to Value
Create
Page | Widget
Approval
WorkflowPublish
Development & QA
Deployment
GO LIVE !
GO LIVE !
ITin Control
PortalManager
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Customer Experience Solutions. Delivered. 29
CXP: The Core Elements
Mobile
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Customer Experience Solutions. Delivered. 30
LEANPORTAL
Forms Web Content Management
Mobile & Cross Channel
Delivery
Digital Marketing
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Customer Experience Solutions. Delivered. 31
LAPTOP / PC – FOCUSED • Set up bill payment• Managing online profile /
preferences• Customer support / contact• Rich content
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Customer Experience Solutions. Delivered. 32
TABLET – CASUAL
• On the move• Managing top ups / tariff• Utilities & product calculators• Entertainment (music / games)• New UX features - gestures
LAPTOP / PC - FOCUSED
• Set up bill payment• Managing online profile /
preferences• Customer support / contact• Rich content
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Customer Experience Solutions. Delivered. 33
TABLET – CASUAL
• On the move• Managing top ups / tariff• Utilities & product calculators• Entertainment (music / games)• New UX features - gestures
LAPTOP / PC – FOCUSED • Set up bill payment• Managing online profile /
preferences• Customer support / contact• Rich content
MOBILE – QUICK
• Check account• Make payment• Utilities• Loyalty / Rewards / location• Social media / Digital passport
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Customer Experience Solutions. Delivered. 34
SecurityServices
PersonalizationServices
ContentServices
‘IntegrationServices
…
Re-use Backbase Portal Services,
Write Once & Reuse: Run Across Multiple Devices
Re-use Widget across Multiple Devices
RENDERING SERVICES
Device Recognition
OptimizedRendering
Templates
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Customer Experience Solutions. Delivered. 35
The Future of Open Standards: HTML5 + CSS3 + Javascript
Benefits Mobile Web:
Rich User Experience + Write Once, Run Everywhere
+ +
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Customer Experience Solutions. Delivered. 36
Responsive Design: Write Once, Run Everywhere
Responsive Web Design (RWD) means that a web site is crafted to use CSS3 media queries, with fluid proportion-based grids, to adapt the layout to the viewing environment, and in many cases also use flexible images.
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Customer Experience Solutions. Delivered. 37
The Hybrid Approach: Native Wrapper + HTML5 Widgets
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. 38
Custome
r
Experien
ce
Platform
The Hybrid Approach: Native Wrapper + HTML5 Widgets
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Customer Experience Solutions. Delivered. 39
The Goal of Mobile: Design Cross Channel Journeys
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Customer Experience Solutions. Delivered. 40
Mobile in CXP as the iCloud: Cross Channel Journeys
Customer Experience Platform
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Customer Experience Solutions. Delivered. 41
CXP: The Core Elements
Digital Marketing
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Customer Experience Solutions. Delivered. 42
LEANPORTAL
Forms Web Content Management
Mobile & Cross Channel
Delivery
Digital Marketing
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Customer Experience Solutions. Delivered. 43
Amazon Style Marketing in Your CXP
Amazon type of Customer
Experience, including:
• Tailored content to individual users• Allow personalized configuration• Use data to match customers
with right products• Track user behavior• Re-target relevant offerings based
on previous behavior
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Customer Experience Solutions. Delivered. 44
Build Customer Profile: Leverage multiple sources
Digital channels enable banks to implement 1:1 marketing principles on a large scale at relative low cost.
CRM data: Leverage “next best offer” instructions from analytical CRM infra. Push online channel data back into CRM data warehouse.
Self Personalization: enable customers to set their personal preferences and customize the portal to their needs.
Behavior Tracking: track individual user behavior within digital channels (web, tablet, mobile)
Contextual Delivery: leverage contextual data (e.g. device type, geo location)
Social : re-use social graph data to make dialog more personal
CRMData
SelfPersonalization
BehaviorTracking
ContextAware
SocialData
NEW NEW NEWNEW
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Customer Experience Solutions. Delivered. 45
Targeting: Implement Cross- & Upsell Campaigns
TargetingRules
ContentServices
IntegrationServices
RenderingServices
Existing
CRM
CustomerProfile Data
BEHAVIORTRAKCING
CUSTOMERPREFERENCES
ImplicitProfiling
ExplicitProfiling
SocialFacebookGoogle +
…
CUSTOMERCONTEXT
ContextualProfiling
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Customer Experience Solutions. Delivered. 46
4646Targeting: Rules, Segments and Variants
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Customer Experience Solutions. Delivered. 47
4747Integrated Analytics
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Customer Experience Solutions. Delivered. 48
Closed Loop Marketing: Ongoing Improvement
Target
MeasureOptimize
Convert
Create
Closed-Loop
Marketing
Approach
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Customer Experience Solutions. Delivered. 49
CXP: The Core Elements
Forms
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Customer Experience Solutions. Delivered. 50
LEANPORTAL
Forms Web Content Management
Mobile & Cross Channel
Delivery
Digital Marketing
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Customer Experience Solutions. Delivered. 51
Origination & Self-Service
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Customer Experience Solutions. Delivered. 52
Challenge: Difficult to Create & Manage
Business Owner
Business Analyst
Interaction Designer
Development Team
TestingTeam
Business Owner
Business Analyst
MODEL > REVIEW > PUBLISH
OLD:
NEW :
Development Team
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Customer Experience Solutions. Delivered. 53
Existing Back-End Systems
Rule-Based Dialogs
Forms: Model your Digital Dialogs
Forms Editing(Business Analyst)
Enrollment / Self-Service (Your Customers)
Customerin Control
BusinessAnalyst
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Customer Experience Solutions. Delivered. 54
BusinessAnalyst
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Customer Experience Solutions. Delivered. 55
Customer Experience Platform Trend
Key Take Away
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LEANPORTAL
Forms Web Content Management
Mobile & Cross Channel
Delivery
Digital Marketing
56
From Scatter to the Customer Experience Platform
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Customer Experience Solutions. Delivered. 57
LEANPORTAL
Forms Web Content Management
Mobile & Cross Channel
Delivery
Digital Marketing
57
Move to the CXP with the Core CXP Elements
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Customer Experience Solutions. Delivered. 58
Interested in the CXP?
Visit: http://www.backbase.com
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Customer Experience Solutions. Delivered. 59
image courtesy: http://www.flickr.com/photos/beeteeoh/3298373727/
Thank You!