Bank 2.0 & Engagement Banking

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Presentation by Jelmer de Jong of Backbase during the Forrester webinar 'The Next Generation of Digital Finance: Banks Need To Be SUPER' held Wednesday, the 9th of November 2011.

Published in: Business, Economy & Finance

Bank 2.0 & Engagement Banking

  1. 1. Bank 2.0Get ready for the new eraof Engagement BankingBACKBASE @ FORRESTER WEBINAR | NOVEMBER 9, 2011 | @jelmerdejong
  2. 2. Facebook, Apple and Amazonare delivering a superior experience.Why not my bank?BACKBASE @ FORRESTER WEBINAR | NOVEMBER 9, 2011 | @jelmerdejong
  3. 3. Outside-In CUSTOMER EXPERIENCE LAYER loosely coupled INTERNAL SYSTEMS AND PLATFORMS Inside-OutOutside-inTiteltext approachParadigm shift: from ‘inside-out’ to ‘outside-in’.Support textBACKBASE @ BANK 2.0 BREAKFAST || NOVEMBER 8, 2011 || @jelmerdejong FORRESTER WEBINAR NOVEMBER 9, 2011 @jelmerdejong
  4. 4. Open Marketing Website Closed Transactional Platform MANAGED BY E-BUSINESS MANAGED BY ITSeamlessTiteltext customer journey90% of your website visitors click the login button.Support textBACKBASE SOCIAL MEDIA WEBINAR || June 9, 2011 9, @jelmerdejong @ FORRESTER WEBINAR NOVEMBER | 2011 | @jelmerdejong
  5. 5. Promotions TransactionsSeamlessTiteltext customer journey90% of your website visitors click the login button.Support textBACKBASE SOCIAL MEDIA WEBINAR || June 9, 2011 9, @jelmerdejong @ FORRESTER WEBINAR NOVEMBER | 2011 | @jelmerdejong
  6. 6. Customer Mobile In Control Optimized Personalization Superior & Targeting Experience Customer Experience Layer App Store Content / Profile (Web 2.0) Management Application Security & Integration Access Control CORE BANKING SYSTEMS & PROCESSESCustomerTiteltext Experience LayerThe customer comes first, not systems or processes.Support textOne seamless platform -- ready for any device.BACKBASE @ BANK 2.0 BREAKFAST || NOVEMBER 8, 2011 || @jelmerdejong FORRESTER WEBINAR NOVEMBER 9, 2011 @jelmerdejong
  7. 7. BRANCH SOCIAL MEDIA ONLINE - (ANY DEVICE) CALL CENTER OFFICE (public, personal) CUSTOMER EXPERIENCE LAYER BUSINESS RULES 1:1 Customer treatment ADVISORY TOOLS (targeting, segmentation) Simulation, Calculators, ... Reusable Widgets CUSTOMER PROFILE CONTENT Collect Customer Preferences Consistent Across Channels (implicit and explicit) CORE BANKING OTHER BACK-END FUNCTIONS 3RD PARTY FUNCTIONS Transactional CRM PFMWidgetsTiteltext will rule them allWidgets text small and flexible mini-applications that can integrateSupport arewith any system and be reused across multiple channels.BACKBASE @ BANK 2.0 BREAKFAST || NOVEMBER 8, 2011 || @jelmerdejong FORRESTER WEBINAR NOVEMBER 9, 2011 @jelmerdejong
  8. 8. TiteltextDemo: ABN Amro - widgets & social integrationSee how oneSupport text platform uses widgets to give users control whilstallowing for integration with core systems and social media.BACKBASE @ BANK 2.0 BREAKFAST || NOVEMBER 8, 2011 || @jelmerdejong FORRESTER WEBINAR NOVEMBER 9, 2011 @jelmerdejong
  9. 9. Deliver any time, any placeand on any device:The Mobile ChallengeBACKBASE @ FORRESTER WEBINAR | NOVEMBER 9, 2011 | @jelmerdejong
  10. 10. Customers need ubiquityTiteltextBut how text you support allSupport canoperating systems and devices?BACKBASE @ BANK 2.0 BREAKFAST || NOVEMBER 8, 2011 || @jelmerdejong FORRESTER WEBINAR NOVEMBER 9, 2011 @jelmerdejong
  11. 11. WIDGETS / HTML 5 SOCIAL NETWORKS BANKING WEBSITE FRONT OFFICE UNIFIED DESKTOPThe solution: Widgets & HTML 5TiteltextWidgets text contain any application and are reusable, This makes widgetsSupport canthe best solution for the mobile challenge, for both the web and native apps.BACKBASE @ BANK 2.0 BREAKFAST || NOVEMBER 8, 2011 || @jelmerdejong FORRESTER WEBINAR NOVEMBER 9, 2011 @jelmerdejong
  12. 12. (1) Direct To Browser BANKING PLATFORM + NATIVE WRAPPER (2) Via Native App Wrapper • Mobile Optimized Widgets • jQuery Mobile • HTML5Mobile delivery: from your banking platform to the customerTiteltextDirect in text mobile browser or using the native wrapper, creatingSupport thean OS-specific application.BACKBASE @ BANK 2.0 BREAKFAST || NOVEMBER 8, 2011 || @jelmerdejong FORRESTER WEBINAR NOVEMBER 9, 2011 @jelmerdejong
  13. 13. eBusiness & IT alignmentfor a faster time-to-marketBACKBASE @ FORRESTER WEBINAR | NOVEMBER 9, 2011 | @jelmerdejong
  14. 14. Customer Business Superior User Experience • • Optimize Online Results Personal & Relevant • • Lower Cost-per-ContactAny Time, Any Place & Any Device • • Control: Less IT Dependency IT • Leverage Existing Infrastructure • Easy Integration • Secure & PerformanceBank 2.0Titeltext empowers key stakeholdersCustomer, business and IT should be unitedSupport textto create a seamless online experience.BACKBASE @ BANK 2.0 BREAKFAST || NOVEMBER 8, 2011 || @jelmerdejong FORRESTER WEBINAR NOVEMBER 9, 2011 @jelmerdejong
  15. 15. CUSTOMER EXPERIENCE CHANGE REQUIREMENTS LAYERloosely coupled CHANGE CAPABILITY INTERNAL SYSTEMS AND PLATFORMS Allignement by decoupling Titeltext Different text Support heartbeats cause unnecessary complications and slow down the time-to-market. BACKBASE @ BANK 2.0 BREAKFAST || NOVEMBER 8, 2011 || @jelmerdejong FORRESTER WEBINAR NOVEMBER 9, 2011 @jelmerdejong
  16. 16. Online is a customer interactionchannel, where eBusinessmust be in controlBACKBASE @ FORRESTER WEBINAR | NOVEMBER 9, 2011 | @jelmerdejong
  17. 17. Customer in Control BANK 2.0 CUSTOMER PORTAL E-BUSINESS PORTAL MANAGER Business in Control SECURITY AGGREGATION PERSONALIZATION CONTENT PRESENTATION SERVICES SERVICES SERVICES SERVICES SERVICES IT in Control CORE BANKING SYSTEMS & PROCESSESDifferentTiteltext layers for different levels of controlBringing textSupport control and ease to customer, e-business and IT teams.BACKBASE @ BANK 2.0 BREAKFAST || NOVEMBER 8, 2011 || @jelmerdejong FORRESTER WEBINAR NOVEMBER 9, 2011 @jelmerdejong
  18. 18. Demo: Bank 2.0 & the Portal ManagerTiteltextCustomer & business in control, across multiple devices.Support textBACKBASE @ BANK 2.0 BREAKFAST || NOVEMBER 8, 2011 || @jelmerdejong FORRESTER WEBINAR NOVEMBER 9, 2011 @jelmerdejong
  19. 19. how can wehelp you?BACKBASE @ FORRESTER WEBINAR | NOVEMBER 9, 2011 | @jelmerdejong
  20. 20. +We are BackbaseTiteltextWe deliver a white label Bank 2.0 Portal + Customer Engagement ServicesSupport textBACKBASE @ BANK 2.0 BREAKFAST || NOVEMBER 8, 2011 || @jelmerdejong FORRESTER WEBINAR NOVEMBER 9, 2011 @jelmerdejong
  21. 21. 3RD PARTY APPS * 3RD PARTY APPS *We deliverTiteltext globallyCustomers on all continents and offices in Europe and North America.Support textBACKBASE @ BANK 2.0 BREAKFAST || NOVEMBER 8, 2011 || @jelmerdejong FORRESTER WEBINAR NOVEMBER 9, 2011 @jelmerdejong
  22. 22. 3RD PARTY APPS * 3RD PARTY APPS *We deliverTiteltext with partnersWe are not alone. We have local and global partnersSupport textthat are specialized in Backbase Portal.BACKBASE @ BANK 2.0 BREAKFAST || NOVEMBER 8, 2011 || @jelmerdejong FORRESTER WEBINAR NOVEMBER 9, 2011 @jelmerdejong
  23. 23. 3RD PARTY APPS * 3RD PARTY APPS *Titeltext to big customersWe deliverTop financials are already using Backbase to deliver aSupport textsuperior customer experience across multiple channels.BACKBASE @ BANK 2.0 BREAKFAST || NOVEMBER 8, 2011 || @jelmerdejong FORRESTER WEBINAR NOVEMBER 9, 2011 @jelmerdejong
  24. 24. We deliver Bank 2.0BACKBASE @ FORRESTER WEBINAR | NOVEMBER 9, 2011 | @jelmerdejong
  25. 25. Thank you!JELMER DE JONG | jelmer@backbase.com | @jelmerdejong | +31 (0) 6 230 260 12BACKBASE @ FORRESTER WEBINAR | NOVEMBER 9, 2011 | @jelmerdejong

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