Digital Marketing & Backbase Portal

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Slides used by Jouk Pleiter in the Backbase webinar on Digital Marketing Strategies for Financial Services.

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Digital Marketing & Backbase Portal

  1. 1. Customer Experience Solutions. Delivered. 1Digital MarketingIn the Era of Customer Engagement
  2. 2. Customer Experience Solutions. Delivered. 2Trend 1 : The Outside-in Approach CHANGE Frequency CUSTOMER EXPERIENCE LAYER LOOSELY COUPLED INTERNAL SYSTEMS AND PLATFORMS CHANGE Frequency
  3. 3. Customer Experience Solutions. Delivered. 3Trend 2: Widgets (Mix & Match) CUSTOMER ENGAGEMENT PORTAL PERSONALIZATION FORMS 1:1 Marketing Enrollment (targeting, segmentation) Re-Usable Self-Service ... COMMUNICATION Widgets CONTENT Chat, Mail, SMS Consistent Across Channels INTERNET BANKING OTHER APPLICATIONS 3TH PARTY APPS Transactional CRM PFM
  4. 4. Customer Experience Solutions. Delivered. 4Trend 3: From Transactional to Engagement Banking Fast Results Launchpad Widgets Mobile CMS Transactional Application Digital Integration Marketing Security
  5. 5. Customer Experience Solutions. Delivered. 5Challenge : Efficient online Marketing & Sales
  6. 6. Customer Experience Solutions. Delivered. 6 6Targeting : Segmentation & 1:1 Marketing TRACKING CUSTOMER BEHAVIOR PREFERENCES Implicit Explicit Profiling Profiling Social Customer Targeting Rules API Profile Data Existing CRM Content Integration Rendering Services Services Services
  7. 7. Customer Experience Solutions. Delivered. 7Targeting: Rules, Segments and Variants 7 7
  8. 8. Customer Experience Solutions. Delivered. 8Challenge : The Dialog moves to Tablets & Smartphones
  9. 9. Customer Experience Solutions. Delivered. 9 Customer in Control
  10. 10. Customer Experience Solutions. Delivered. 10 10Device Recognition & Rendering Re-use Widget across RENDERING SERVICES Multiple Devices Device Optimized Templates Recognition Rendering Re-use Backbase Portal Services, Security Personalization Content ‘Integration … Services Services Services Services
  11. 11. Customer Experience Solutions. Delivered. 11Using Open Standards : HTML5 + CSS3 + Javascript +! +! Benefits Mobile Web: Rich User Experience + Write Once, Run Everywhere
  12. 12. Customer Experience Solutions. Delivered. 12Mobile Rendering : Responsive Web Designn  Responsive Web Design (RWD) means that a web site is crafted to use CSS3 media queries, with fluid proportion-based grids, to adapt the layout to the viewing environment, and in many cases also use flexible images.
  13. 13. Customer Experience Solutions. Delivered. 13 13Mobile Wrapping: Integrate with Native OS features Native App Wrapper! With App store! With Vibration! With Local Cache! With Camera! With Geo Location! With Sound! Benefits Hybrid approach : Access to local OS and ability to publish in App Stores or Marketplaces.
  14. 14. Customer Experience Solutions. Delivered. 14 14Hybrid Model : Mobile Web + Native Wrapper +! +! (1) Direct To Browser Backbase! BANK 2.0! Portal! (2) Native App Wrapper +! NATIVE! WRAPPER! Mobile Optimized Widgets! !
  15. 15. Customer Experience Solutions. Delivered. 15Portal Manager: Empower the Business Teams
  16. 16. Customer Experience Solutions. Delivered. 16Bank 2.0 Portal : Empower all Stakeholders Portal Manager Retail Banking Launchpad (Digital & Marketing Professionals) (Your Customers) Business in Control Customer in Control IT Portal Platform in Control Existing Core Banking & Other Back-end Systems
  17. 17. Customer Experience Solutions. Delivered. 17Marketingin Control
  18. 18. Customer Experience Solutions. Delivered. 18Portal Manager : Configurable by Business / Marketing 18
  19. 19. Customer Experience Solutions. Delivered. 19Portal Manager : ICE (In Context Editing) 19
  20. 20. Customer Experience Solutions. Delivered. 20Portal Manager : Mobile Editing 20
  21. 21. Customer Experience Solutions. Delivered. 21Compliance : Approval Workflow 21
  22. 22. Customer Experience Solutions. Delivered. 22BackbaseWrap-up
  23. 23. Customer Experience Solutions. Delivered. 23Trend 1 : The Outside-in Approach CHANGE Frequency CUSTOMER EXPERIENCE LAYER LOOSELY COUPLED INTERNAL SYSTEMS AND PLATFORMS CHANGE Frequency
  24. 24. Customer Experience Solutions. Delivered. 24Trend 2: Widgets (Mix & Match) CUSTOMER ENGAGEMENT PORTAL PERSONALIZATION FORMS 1:1 Marketing Enrollment (targeting, segmentation) Re-Usable Self-Service ... COMMUNICATION Widgets CONTENT Chat, Mail, SMS Consistent Across Channels INTERNET BANKING OTHER APPLICATIONS 3TH PARTY APPS Transactional CRM PFM
  25. 25. Customer Experience Solutions. Delivered. 25Trend 3: From Transactional to Engagement Banking Fast Results Launchpad Widgets Mobile CMS Transactional Application Digital Integration Marketing Security
  26. 26. Customer Experience Solutions. Delivered. 26Bank 2.0 Portal : Empower all Stakeholders Portal Manager Retail Banking Launchpad (Digital & Marketing Professionals) (Your Customers) Business in Control Customer in Control IT Portal Platform in Control Existing Core Banking & Other Back-end Systems
  27. 27. Customer Experience Solutions. Delivered. 27Integrated Customer Experience Solution Portal Platform Portal Manager Launchpad Cross Device Presentation Page Designer My Preferences / Profile (desktop, tablets, smartphone) (in-context page editing) Accounts / Payment History Contextual / Personal Content Management (Customization, Profile, Targeting) Payments / Address book (marketing content, UGC) Security Services Message & Alerts (IDM integration, role-based access) Digital Marketing Documents Integration Services (Targeting, Campaigns, Analytics) (Mash-up Engine, EAI patterns) Social App Center Content Services (widgets, apps, templates, …) Branch / ATM Locator (CMIS, Search, UGC) IT Business in Control Customer ol in Contr in Control
  28. 28. Customer Experience Solutions. Delivered. 28Q&A
  29. 29. Customer Experience Solutions. Delivered. 29Thank You!!info@backbase.comAMSTERDAM - NEW YORK - LONDON - MOSCOW - SINGAPORE

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