Bank 2.0 & The Power of Widgets


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Bank 2.0 & the Power of Widgets as presented in the Backbase webinar: Banking on Digital: Innovation in Financial Services

A 'Digital First' mindset is fundamental for financial services providers focused on significantly enhancing customer satisfaction, building customer loyalty and deepening share of wallet. In this joint Accenture and Backbase webinar, Joydeep Bhattacherya, Managing Director at Accenture and Jouk Pleiter, CEO & Co-Founder at Backbase will talk about how banks can adopt a Digital First strategy and will focus on how to create a Amazon-like post-login banking experience.

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Bank 2.0 & The Power of Widgets

  1. 1. Customer Experience Solutions. Delivered. 1 BANK 2.0 Blueprint
  2. 2. 2 BANK 2.0 : From “Inside-Out” to “Outside-In” Inside OutPRODUCTS & IT SYSTEMS Outside In Customer Experience Layer LOOSELY COUPLED
  3. 3. 3 BACKBASE : Customer Experience Layer Customer Oriented Functions Back Office Functions Customer Experience Layer LOOSELY COUPLED Innovation capability & customer orientation√ PRODUCTS & IT SYSTEMS
  4. 4. Customer Experience Solutions. Delivered. 4 Internal Apps & Content Mobile Tablets Apps Direct 2 Consumer Closed Customer Environment Public Marketing Sites Apps Seamless Customer Experience – Customer Journey Content CRM Processes Compliance Customer Experience Portal Fast & Frictionless CRM Integration Security & Compliance Process Integration Personal & Relevant Application Integration Superior Experience Any Time Any Place Distribution Channels IFA Banks Building Societies Brokers, …
  5. 5. Customer Experience Solutions. Delivered. 5 Widgets – Engagement Building Blocks Re-Usable Widgets CONTENT 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, … 3TH Party Apps PFM, Portfolio, Customer Engagement Portal Digital Channels Front-Office Operations
  6. 6. Customer Experience Solutions. Delivered. 6 Widgets - From Transaction to Engagement Banking 6 Transaction Banking Actionable Insights Valuable Content Origination / Self-Service My Bank Dashboard Advisory Tools Targeted Offers Bank 2.0 Widgets Engagement Banking Chat, Video Alert Engagement Ingredients
  7. 7. Customer Experience Solutions. Delivered. 7 Widgets – Responsive Design : Any Device
  8. 8. Customer Experience Solutions. Delivered. 8 Widgets – Targeting to the Right Person / Right Time Targeting Engine Preference Customize Behavior Tracking Context Awareness Social Data Integration Social Facebook Google + … CRM Data
  9. 9. Customer Experience Solutions. Delivered. 9 Bank 2.0 Portal / Widgets End-Users Web Analytics Operational CRM Analytical CRM Core Banking Systems 3rd Party Systems Analytical & Operational CRM Bank 2.0 Portals Widgets – Distributed / Networked / Social World Bank 2.0 Operation Social Networks Affiliates
  10. 10. Customer Experience Solutions. Delivered. 10 Demo
  11. 11. Customer Experience Solutions. Delivered. 11 ITBusiness Customer Security Permissions Application Integration Re-Use Existing Assets Content Life Cycle Brand Experience Personalization Sales Campaigns Any Device : Mobile Context Social Connected Customize / Preferences
  12. 12. Customer Experience Solutions. Delivered. 12 Q&A