Innovation in the Digital Channel

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Presentation by Backbase CEO Jouk Pleiter on Innovation in the Digital Channel for banks and other financials.

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  • CustomerNeed: Superior User Experience, Any DeviceDesire: Frictionless ExperienceGoal: Simplicity, easiness, faster time to completion, BusinessNeed: In Control, Less IT dependencyDesire: Faster time 2 marketGoal: More flexibility, Grow revenue, Lower cost per contactITNeed: Keeping up with Business demandDesire: Reuse existing systems, Easy Integration, More AgilityGoal: Reduce risk and Increase flexibility
  • CustomerNeed: Superior User Experience, Any DeviceDesire: Frictionless ExperienceGoal: Simplicity, easiness, faster time to completion, BusinessNeed: In Control, Less IT dependencyDesire: Faster time 2 marketGoal: More flexibility, Grow revenue, Lower cost per contactITNeed: Keeping up with Business demandDesire: Reuse existing systems, Easy Integration, More AgilityGoal: Reduce risk and Increase flexibility
  • Innovation in the Digital Channel

    1. 1. Customer Experience Solutions. Delivered. 1
    2. 2. Customer Experience Solutions. Delivered. 2Customer Interactions move to Digital
    3. 3. Customer Experience Solutions. Delivered. 3Paradigm Shift : From “Inside-Out” to „Outside-in‟ Outside-In CUSTOMER Customer Enable EXPERIENCE LAYER INTERNAL Web / Mobile SYSTEMS Enable AND PLATFORMS Inside-Out
    4. 4. Customer Experience Solutions. Delivered. 4 Bank 2.0 : Flexible Customer Experience Layer Customer Oriented Functions & Operations√ Innovation capability CUSTOMER & customer orientation EXPERIENCE LAYER LOOSELY COUPLED√ Efficiency & quality INTERNAL SYSTEMS AND PLATFORMS Back Office Functions & Processes
    5. 5. Customer Experience Solutions. Delivered. 5Challenge : Eliminate Silo‟s
    6. 6. Customer Experience Solutions. Delivered. 6Challenge: Create a Seamless Customer Experience
    7. 7. Customer Experience Solutions. Delivered. 7One Platform: Seamless Customer Journey Superior Customer Any Time Personal Experience In Control Any Place & Relevant Marketing Internet Customer Experience Platform Site Banking Integrate Integrate Integrate Integrate Content Data Applications Process BUs Products Systems Processes Compliance
    8. 8. Customer Experience Solutions. Delivered. 8Widgets (Mix & Match) ONLINE CALL BRANCH MOBILE CENTER OFFICE 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
    9. 9. Customer Experience Solutions. Delivered. 9Engagement Banking : Adding Value Measure Engagement Targeting Relevant Conversion Content Ingredients Track Transaction Advice Behavior Calculate Centric Budget Self- User Service Plan Rate Experience Share Layer
    10. 10. Customer Experience Solutions. Delivered. 11Challenge : Compliance & Fast time to Market
    11. 11. Customer Experience Solutions. Delivered. 12Challenge : Making it Personal & Relevant
    12. 12. Customer Experience Solutions. Delivered. 13 13Targeting : Segmentation & 1:1 Marketing TRACKING CUSTOMER BEHAVIOR PREFERENCES Implicit Explicit Profiling Profiling Social Customer Targeting API Rules Profile Data Existing CRM Content Integration Rendering Services Services Services
    13. 13. Customer Experience Solutions. Delivered. 14Targeting : Sales Campaigns 14 14
    14. 14. Customer Experience Solutions. Delivered. 15Targeting: Rules, Segments and Variants 15 15
    15. 15. Customer Experience Solutions. Delivered. 16BANK 2.0 : Empower All Stakeholders Customers • Superior User Experience • Personal & Relevant • Anytime, Anyplace & Any Device Business IT • Optimize online results • Leverage existing infrastructure • Lower Cost per Contact • Easy integration • Control: less IT dependency • Secure & Performance
    16. 16. Customer Experience Solutions. Delivered. 17 17Portal Manager : Empower Business Teams Portal Manager Bank 2.0 Portal (e-Business Professionals) (Your Customers) Backbase CX Platform Existing Banking Systems
    17. 17. Customer Experience Solutions. Delivered. 18Portal Manager : Configurable by Business / Marketing 18
    18. 18. Customer Experience Solutions. Delivered. 19Portal Manager : ICE (In Context Editing) 19
    19. 19. Customer Experience Solutions. Delivered. 20Portal Manager : Preview (across devices) 20
    20. 20. Customer Experience Solutions. Delivered. 21Bank 2.0Solution
    21. 21. Customer Experience Solutions. Delivered. 22 Customer Oriented Functions & Operations√ Customer Customer-driven Experience Value Creation Layer LOOSELY COUPLED√ Operational Efficiency & Quality INTERNAL SYSTEMS AND PLATFORMS Back Office Functions & Processes
    22. 22. Customer Experience Solutions. Delivered. 23Backbase: 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 ✓ Leverage Existing Systems INTEGRATION SERVICES SERVICES SERVICES SERVICES SERVICES IT ✓ Easy Integration in Control ✓ Secure & Performance CORE BANKING SYSTEMS & PROCESSES
    23. 23. Customer Experience Solutions. Delivered. 24
    24. 24. Customer Experience Solutions. Delivered. 25 25
    25. 25. Customer Experience Solutions. Delivered. 28
    26. 26. Customer Experience Solutions. Delivered. 29Customer Case : Al Rajhi Bank
    27. 27. Customer Experience Solutions. Delivered. 30
    28. 28. Customer Experience Solutions. Delivered. 31
    29. 29. Customer Experience Solutions. Delivered. 32Thank You!New York - Amsterdam - Singapore - MoscowREQUEST@BACKBASE.COM

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