Bank 2.0 Challenges

Customer Experience Solutions. Delivered. 1Bank 2.0How to make it Happen?

Customer Experience Solutions. Delivered. 2Challenge: Create a Seamless Customer Experience

Customer Experience Solutions. Delivered. 3Paradigm Shift: From „Inside-out‟ to „Outside-in‟ Outside-In CUSTOMER EXPERIENCE LAYER LOOSELY COUPLED INTERNAL SYSTEMS AND PLATFORMS Inside-Out

Customer Experience Solutions. Delivered. 4User Experience Layer: Seamless Customer Journey Superior Customer Mobile Personalization Experience In Control Optimized & Targeting Marketing Site Marketing Site Customer Experience Platform Interactive Forms Security & Application App Store & Calculators Access Control Integration (web 2.0) Core Banking Systems & Processes

Customer Experience Solutions. Delivered. 5“Soft” and “Solid” AuthorizationPublic Marketing Content Personal Comm. My Accounts My Profile Content Tools Products Summary Preferences Transactions

Customer Experience Solutions. Delivered. 6Widgets: Mix & Match | Any Combination ONLINE CALL BRANCH MOBILE CENTER OFFICE CUSTOMER ENGAGEMENT PORTAL PERSONALIZATION FORMS 1:1 Marketing Enrollment (targeting, segmentation) Re-Usable Self-Service ... Widgets COMMUNICATION CONTENT Chat, Mail, SMS Consistent Across Channels INTERNET BANKING OTHER APPLILCATIONS 3TH PARTY APPS Transactional CRM PFM

Customer Experience Solutions. Delivered. 7Challenge: Mobile - Any Place, Any Device

Customer Experience Solutions. Delivered. 8Ubiquity - Any Place, Any Device Desktop Mobile ATM / TV Customer Experience Platform

Customer Experience Solutions. Delivered. 9Hybrid Approach : HTML5 and Native Wrapper Backbase (Direct To Browser BANK 2.0 Portal NATIVE WRAPPER + Via Native App Wrapper Mobile Optimized Widgets

Customer Experience Solutions. Delivered. 10Challenge: How to make it Personal?

Customer Experience Solutions. Delivered. 11Personal - Customization & Targeting TRACKING CUSTOMER BEHAVIOR PREFERENCES Portal Server Implicit Explicit 1 Profiling Profiling Check Entitlements 2 Customer Preferences CUSTOMER PROFILE 3 Targeting Rules Existing CRM

Customer Experience Solutions. Delivered. 12Challenge: Business – IT Collaboration

Customer Experience Solutions. Delivered. 13Paradigm Shift: From „Slow‟ to „Agile‟ Outside-In CHANGE REQUIREMENTS CUSTOMER EXPERIENCE LAYER LOOSELY COUPLED INTERNAL SYSTEMS AND PLATFORMS CHANGE CAPABILITY Inside-Out

Customer Experience Solutions. Delivered. 14Empower all key Stakeholders Customer Business Superior User Experience • • Optimize online results Personal & Relevant • • Lower Cost per Contact Anytime, Anyplace & Any Device • • Control: less IT dependency IT • Leverage existing infrastructure • Easy integration • Secure & Performance

Customer Experience Solutions. Delivered. 15Backbase: Bank 2.0 Portal Software BACKBASE BANK 2.0 PORTAL ✓ Superior User Experience Customer ✓ Multi-Device Access in Control ✓ Personal & Relevant CUSTOMER PORTAL ✓ Optimize Online Results PORTAL MANAGER Business ✓ Lower Cost-per-Contact in Control ✓ Reduce IT Dependency SECURITY PERSONALIZATION CONTENT PRESENTATION INTEGRATION SERVICES SERVICES SERVICES SERVICES SERVICES ✓ Leverage Existing Systems IT ✓ Easy Integration in Control ✓ Secure & Performance CORE BANKING SYSTEMS & PROCESSES

Customer Experience Solutions. Delivered. 16 16Portal Manager : Manage your User Experience

Customer Experience Solutions. Delivered. 17Challenge: Advisory Tools & Enrollment

Customer Experience Solutions. Delivered. 18Interactive Advisory Tools

Customer Experience Solutions. Delivered. 19Enrollment : Multi-Step Data Entry Flow

Customer Experience Solutions. Delivered. 20The Challenge: The Creation Process is Broken Business Business Interaction Development Testing Owner Annalist Designer Team Team CHALLENGES : - Too many steps (slow) – Developer Dependency - Lack of Agility : why does this take weeks / months/ … ? ) - Maintainability: how can I make changes?

Customer Experience Solutions. Delivered. 21Solution: Do-it-Yourself (DIY) Forms ManagementOLD: Business Business Interaction Development Testing Owner Annalist Designer Team TeamNEW : Business Business Owner Annalist MODEL > REVIEW > PUBLISH Development Team

Customer Experience Solutions. Delivered. 22AboutBACKBASE

Customer Experience Solutions. Delivered. 23 +We are BackbaseWe deliver a white label Bank 2.0 Portal + Customer Engagement Services

Customer Experience Solutions. Delivered. 24 3rd party apps * 3rd party apps *We deliver globallyCustomers on all continents and offices in Europe and North America.

Customer Experience Solutions. Delivered. 25We service medium to large financials 3rd party apps * 3rd party apps *Top financials are already using Backbase to deliver asuperior customer experience across multiple channels.

Customer Experience Solutions. Delivered. 26Questions?WWW.BACKBASE.COMREQUEST@BACKBASE.COMNEW YORK : +1 646 205 3648AMSTERDAM: +31 (0)20 465 8888

Customer Experience Solutions. Delivered. 27Thank You!WWW.BACKBASE.COMREQUEST@BACKBASE.COMNEW YORK : +1 646 205 3648AMSTERDAM: +31 (0)20 465 8888

Bank 2.0 Challenges

by Backbase on Dec 15, 2011

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Bank 2.0 Challenges — Presentation Transcript