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Bank 2.0 & Backbase

Bank 2.0 & Backbase



Jouk Pleiter, CEO & Co-Founder of Backbase presenting Bank 2.0 & Engagement Banking.

Jouk Pleiter, CEO & Co-Founder of Backbase presenting Bank 2.0 & Engagement Banking.



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    Bank 2.0 & Backbase Bank 2.0 & Backbase Presentation Transcript

    • Customer Experience Solutions. Delivered. 1BANK 2.0Get ready for the Era ofCustomer Engagement
    • Customer Experience Solutions. Delivered. 2Our latest white paper on EngagementBanking is available for download at:banking.backbase.com/adv/futureofbanking-whitepaper.php
    • Customer Experience Solutions. Delivered. 4 4Forrester : 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.
    • Customer Experience Solutions. Delivered. 5 5Paradigm Shift : From “Inside-out” to “Outside-in” Outside-In approach Customer Customer Experience Experience Layer Layer Core Systems & Products INSIDE-OUT approach
    • Customer Experience Solutions. Delivered. 6Loosely Coupled : Customer Experience Layer CHANGE REQUIREMENTS Customer Experience Layer CHANGE CAPABILITY INTERNAL SYSTEMS AND PLATFORMS
    • Customer Experience Solutions. Delivered. 7TrendsCustomers Expectations for Bank 2.0
    • 8Eliminate Silo’sCreating a seamless Customer Journey 1 Superior My Bank Any Device Targeting Experience Customization Any Place Cross / Up Selling Marketing Internet Mobile Mobile Customer Experience Layer … Site Banking App App Security Application Process Content Integration Integration Integration Integration Core Banking Systems & Processes
    • 9 Merging “Open” and “Closed” Creating a seamless Customer Journey 2Public Marketing Content Personal Comm. My Accounts My Profile Content Tools Products Summary Preferences Transactions
    • 10Modular & Flexible (Widgets)Mix & Match the right content, data and functionality 3Personalization / My Bank Advisory Tools 1:1 customer treatment Simulation, Calculators, … (targeting, segmentation) Re-Usable Communication Content Widgets Mail / SMS / Chat / Video Consistent across Channels Internet Banking Other Back-end Functions 3rd Party Functions Transactional CRM, Brokerage, … PFM, …
    • 11Multi-Device AccessAny Time – Any Place – Any Device 4 TV Mobile PC / Mac Customer Experience Layer
    • 12Cross-Channel Customer JourneyCX Layer across multiple customer interaction channels 5 ONLINE BRANCH CALL Transaction Advisory Communication Personalized Engagement Systems Tools Tools Content Apps
    • Customer Experience Solutions. Delivered. 13Bank 2.0 PortalDemo | Examples
    • Bank 2.0 Portal in ActionOptimize your online Customer Experience Portal Manager Bank 2.0 Portal (e-Business Professionals) (Customers) Customers in Control Bank 2.0 Portal
    • DIY Portal ManagementEmpower e-business teams to manage and optimize your Portal Portal Manager Bank 2.0 Portal (e-Business Professionals) (Customers) Customers in Control Bank 2.0 Portal
    • Customer Experience Solutions. Delivered. 16 ✓ Superior User Experience Customer ✓ Multi-Device Access in Control ✓ Personal & Relevant BANK 2.0 CUSTOMER PORTAL ✓ Optimize Online Results E-BUSINESS PORTAL MANAGER Business ✓ Lower Cost-per-Contact in Control ✓ Reduce IT DependencySECURITY PERSONALIZATION CONTENT PRESENTATION INTEGRATION SERVICESSERVICES SERVICES SERVICES SERVICES ✓ Leverage Existing Systems IT ✓ Easy Integration in Control ✓ Secure & Performance CORE BANKING SYSTEMS & PROCESSESDifferent layers for different levels of controlBringing control and ease to customer, e-business and IT teams.Backbase introduction | July 24, 2011
    • Customer Experience Solutions. Delivered. 17About BackbaseBank 2.0 Portal solutions delivered…
    • 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…
    • Customer CentricOur Vision = “outside-in” : Customer Experience LayerCustomer Experience Management is our DNA
    • Customer Experience Solutions. Delivered. 20 Business Centric Business Agility : DIY Presentation Orchestration (portal manager) Business Results : Drive Revenue & Loyalty
    • Customer Experience Solutions. Delivered. 21 21Backbase : Global Customer Success
    • Customer Experience Solutions. Delivered. 22 22Backbase : Global Partner Network
    • Customer Experience Solutions. Delivered. 23Thank you!WWW.BACKBASE.COMREQUEST@BACKBASE.COMNEW YORK : +1 646 205 3648AMSTERDAM: +31 (0)20 465 8888