Digital Banking Trends in 2014

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In this webinar we will take a look at the key trends that are set to shape tomorrow's bank. First off we'll be discussing some of the trends that were emerging towards the end of last year, such as omni-channel banking. Then we'll move on to how these trends are likely to develop, how IT and business teams can work together to meet them head on, and exactly what banks need to do to create the type of personal and relevant experiences that lead to greater ROIs.

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  • It all starts from the top – from the customers. Customers are expecting the same experience from their phone, tablet, laptop, atm – you name it. There are multiple touch-points and the challenge for companies is how to orchestrate these touch-points into a journey for a customer. Now, in our multiple materials we have been talking about silos backend systems. Yet, more of our clients outline, that not only back-end, but also their own digital channels are silod. With rapid technological progress the silo effect will be rocketing – you will need various public sites to manage content in different channels. Backbase single UXP platform will orchestrate not only directly to the consumer, but also directly to the employee of your organization. This little diamond is where we connect to your existing systems. So we reuse all the silos, reuse all the previous investments, but also leverage the skillsets within your organization. The big benefit that you can have of having BB of a loosely coupled customer experience platform is flexibility, that is the main driver to have this application. By flexibility we mean that business will have a chance to focus on the end customer, the strategy and marketing and IT will have a chance to innovate and decide about all the systems and application management.
  • Digital Banking Trends in 2014

    1. 1. Customer Experience Solutions. Delivered. Webinar : Digital Banking Trends in 2014 1
    2. 2. Customer Experience Solutions. Delivered. 1. Omni-Channel 2. CMO / CIO Collaboration 3. Relevance 4. Experiments Digital Banking Trends in 2014 2
    3. 3. Customer Experience Solutions. Delivered. Omni-Channel 3
    4. 4. Customer Experience Solutions. Delivered. Evolution of Channels 4
    5. 5. Customer Experience Solutions. Delivered. Mobile Banking – Super Fast Adoption 5
    6. 6. Customer Experience Solutions. Delivered. Mobile : Unique Capabilities of Mobile 6
    7. 7. Customer Experience Solutions. Delivered. Different Behavior / Preferences per Channel 12
    8. 8. Customer Experience Solutions. Delivered. Service Design : Customer Journey 13
    9. 9. Customer Experience Solutions. Delivered. Traditional Approach is Silo’ed 14
    10. 10. Customer Experience Solutions. Delivered. Bank 1.0 Architecture Bank 2.0 Architecture Transition to a Bank 2.0 Architecture 15
    11. 11. 16 Customer Experience Solutions. Delivered. Customer Experience Platform Outside In LOOSELY COUPLED PRODUCTS & IT SYSTEMS From “Inside-Out” to “Outside-In” Inside Out
    12. 12. 17 Customer Experience Solutions. Delivered. Digital Channels Front-Office Operations Customer Experience Platform PERSONALIZATION 1:1 Marketing (targeting, segmentation) FORMS Widgets COMMUNICATION CONTENT Chat, Mail, SMS Banking Systems Transactional Origination, Self-Service ... Re-use across Channels CRM Systems CRM, Social, … 3rd Party Apps PFM, Portfolio, Widgets = Engagement Building Blocks
    13. 13. 18 Customer Experience Solutions. Delivered. Customer Experience Platform Widgets Widgets Widgets = Engagement Building Blocks
    14. 14. 19 Customer Experience Solutions. Delivered. Call Center Branch Brick & Mortar ATM Omni-Channel Customer Experience Kiosk Digital Tablets Social Website Phones Omni-Channel : Any Time, Any Place
    15. 15. 20 Customer Experience Solutions. Delivered. Context & Presence Presentation / Cross Device Preferences / Behavior Integration & Aggregation Alert & Notify Security / Identify Personalization Content Customer Experience Enablers
    16. 16. Customer Experience Solutions. Delivered. Backbase CXP : Omni-Channel Architecture 21
    17. 17. Customer Experience Solutions. Delivered. ABN AMRO Enterprise Portal Framework : employee & customer facing Largest Implementation : 6 Mio active Internet Banking users Multi channel & device delivery : internet, mobile, branch, call Stack : Backbase + Tibco | Implementation : Cap Gemini + TCS 22
    18. 18. 23 Customer Experience Solutions. Delivered. Deutsche Bank Multi-channel Implementation : internet, mobile, branch, call 23 Cascading multi-site portal deployment: 6 Countries, 8 Languages Enterprise standard across Europe | Implementation : GFT & HCL
    19. 19. Customer Experience Solutions. Delivered. CMO – CIO Collaboration 24
    20. 20. 25 Customer Experience Solutions. Delivered. 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: ✓ Agility / Business – IT Alignment continuous improvement ✓ Cross & Up-sell Campaigns Leverage existing IT infra ✓ Business Innovation on a solid foundation IT Digital roadmap: Empower all stakeholders
    21. 21. 26 Customer Experience Solutions. Delivered. Customer Oriented Functions Customer √ Experience Innovation capability Platform & customer orientation LOOSELY COUPLED PRODUCTS & IT SYSTEMS Back Office Functions Enable Two Heartbeats
    22. 22. Customer Experience Solutions. Delivered. CXP Manager Launchpad (Digital Professionals) (Customers / Employees) CXP Foundation Existing Banking Systems Backbase CXP: Empower all Stakeholders 27
    23. 23. Customer Experience Solutions. Delivered. Page Designer My Dashboard (in-context page editing) (preferences, widget catalog) Content Management Retail Banking Widgets (Re-usable Content, UGC) (Payments, Loans, Credit, …) Targeting Wealth Widgets (Sales, Campaigns, A/B Test, Analytics) (Portfolio, Research, Trading, …) Commercial Widgets Forms (Payments, Treasury, FX, …) (Self-Service, Origination) Universal Widgets App Center (Alerts, Social, Content, ….) (Widgets, Apps, Templates) Cross Device Presentation Security Services Content Services (desktop, tablets, smartphone) (IDM integration, role-based access) (CMIS, Search, UGC) Contextual / Personal Integration Services Publishing & Deployment (customization, profile, targeting) (mash-up engine, EAI patterns) (publish orchestration, hot deploy) Backbase CXP: Empower all Stakeholders 28
    24. 24. 29 Customer Experience Solutions. Delivered. Create Approval Page | Widget GO LIVE ! Workflow Publish Development & QA Deployment GO LIVE ! Working in Parallel – Business & IT Track
    25. 25. Customer Experience Solutions. Delivered. Relevance 30
    26. 26. Customer Experience Solutions. Delivered. Financial Fitness 31
    27. 27. Customer Experience Solutions. Delivered. Intelligent Cross & Upsell 32
    28. 28. Customer Experience Solutions. Delivered. From Amazon to the Bank 33
    29. 29. Customer Experience Solutions. Delivered. Step 1: Explore 34
    30. 30. Customer Experience Solutions. Delivered. Step 2: Buy 35
    31. 31. Customer Experience Solutions. Delivered. Step 3: Track 36
    32. 32. Customer Experience Solutions. Delivered. Step 1: Explore 37
    33. 33. Customer Experience Solutions. Delivered. Step 2: Buy (customer enrolment) 38
    34. 34. Customer Experience Solutions. Delivered. Step 3: Track 39
    35. 35. Customer Experience Solutions. Delivered. Targeted Mobile Commerce 40
    36. 36. Customer Experience Solutions. Delivered. Targeted Mobile Commerce 41
    37. 37. Customer Experience Solutions. Delivered. Targeted Mobile Commerce 42
    38. 38. Customer Experience Solutions. Delivered. Targeted Mobile Commerce 43
    39. 39. Customer Experience Solutions. Delivered. Beacons 44
    40. 40. Customer Experience Solutions. Delivered. Beacons – Context Aware 45
    41. 41. Customer Experience Solutions. Delivered. Beacons – Context Aware 46
    42. 42. Customer Experience Solutions. Delivered. 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. NEW CRM Data Self Personalization NEW Behavior Tracking NEW NEW Context Aware Social Data 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 Build Customer Profile : Leverage social graph data to make multiple dialog more personal sources Right Customer Profile 47
    43. 43. 48 Customer Experience Solutions. Delivered. Social Facebook Google + … Preference Behavior Context Social Data Customize Tracking Awareness Integration CRM Targeting Engine Data Targeting the right offer at the right time
    44. 44. Customer Experience Solutions. Delivered. Experiments 49
    45. 45. Customer Experience Solutions. Delivered. 50
    46. 46. Customer Experience Solutions. Delivered. 51 To drive continuous innovation, act like a startup
    47. 47. 52 Customer Experience Solutions. Delivered. Digital Channels Front-Office Operations Customer Experience Platform PERSONALIZATION 1:1 Marketing (targeting, segmentation) FORMS Widgets COMMUNICATION CONTENT Chat, Mail, SMS Banking Systems Transactional Origination, Self-Service ... Re-use across Channels CRM Systems CRM, Social, … 3rd Party Apps PFM, Portfolio, Widgets = Run Little Experiments
    48. 48. 53 Customer Experience Solutions. Delivered. Chat, Video Alert My Mini Dashboard Apps Origination / Core Systems Content Advisory Customer Experience Platform Ingredients Valuable Self-Service Experience Targeted Tools Offers Actionable Insights Widgets = Engagement LEGO
    49. 49. 54 Customer Experience Solutions. Delivered. 54 Build faster
    50. 50. 55 Customer Experience Solutions. Delivered. 55 Build faster
    51. 51. 56 Customer Experience Solutions. Delivered. 56 Target faster
    52. 52. 57 Customer Experience Solutions. Delivered. 57 Measure Faster
    53. 53. Customer Experience Solutions. Delivered. Learn Faster 58
    54. 54. Customer Experience Solutions. Delivered. 59 To drive continuous innovation, act like a startup
    55. 55. Customer Experience Solutions. Delivered. 60 Thank You! image courtesy: http://www.flickr.com/photos/beeteeoh/3298373727/

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