Engagement Banking Strategy by Jouk Pleiter

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Webinar Jan. 27, 2011: The Engagement Banking Strategy - presentation by Jouk Pleiter, CEO & Co-Founder of Backbase.

Our vision on Engagement Banking.

Published in: Business, Economy & Finance

Engagement Banking Strategy by Jouk Pleiter

  1. 1. Customer Experience Solutions. Delivered. Engagement Banking
  2. 2. INTRODUCING : RICH PORTAL SOFTWARE Customer Experience Solutions. Delivered.
  3. 3. American Banker : Top Innovator for 2010 Customer Experience Solutions. Delivered.
  4. 4. WE WORK GLOBAL
  5. 5. Customer Experience Solutions. Delivered. Value Proposition Customer Engagement
  6. 6. Customer Experience Solutions. Delivered. Transform your online channels into a Customer Engagement Platform
  7. 7. Vision (1) : Outside-In Approach Customer Experience Solutions. Delivered. INTERNAL SYSTEMS AND PLATFORMS INSIDE-OUT APPROACH WEB ENABLEMENT OUTSIDE-IN APPROACH Customer Engagement CUSTOMER EXPERIENCE
  8. 8. Vision (2) : User Experience Layer Customer Experience Solutions. Delivered. Re-Usable Widgets Customer Engagement Portal Online – Any Device (public, personal) Branch Office Call Center Agents 1:1 customer treatment (targeting, segmentation) Business Rules collect customer preferences (implicit & explicit) Customer Profile Transactional Core Banking CRM, … Other Back-end Functions PFM, … 3 rd Party Functions Consistent across Channels Content Simulation, Calculators, … Advisory Tools
  9. 9. Vision (3) : One Site with Seamless Journey <ul><li>Traditional banking sites suffer from the silo syndrome. How to get it right? </li></ul><ul><li>Create a single site – with seamless transition from open to closed </li></ul><ul><li>Benefit: </li></ul><ul><li>seamless customer journey </li></ul><ul><li>integrated secure architecture </li></ul><ul><li>Single platform to manage, monitor and optimize </li></ul>Customer Experience Solutions. Delivered. Open Closed Open – Soft Login - Secure
  10. 10. Vision (4) : One Platform , Multiple Devices Customer Experience Solutions. Delivered. Social Networks Cloud Content, Data & Services Enterprise Content, Data and Applications unified desktop 12 Tablet Smart Phone PC BACKBASE Bank 2.0 Portal Front Office
  11. 11. Vision (5) : Multi-Channel Experience Customer Experience Solutions. Delivered. Visitor / Customer Advisor Agent SAME INTERFACE ACCESS RIGHTS INFORMATION TOOLS Online (open / protected) CCC Branch Integrated Information Accessible from a single point Non Secure Secure & Personalized Full access depending on Authorization Level Free Access Full access to Personal Data Advanced Info & Easy Information management Basic Info Detailed Info Relevant Info Access to Customer simulation Results – Cross & Up sell Generic Personal
  12. 12. Vision (6) : Customer Engagement Platform Customer Experience Solutions. Delivered. 14 Web Site 1.0 Core Banking Systems & Processes Customer Engagement Platform Superior Experience Mobile Optimized Personalization & Targeting Security & Access Control App Store (web 2.0) Application Integration Customer In Control Content / Profile Management
  13. 13. Vision (7) : Faster time to market Customer Experience Solutions. Delivered. INTERNAL SYSTEMS AND PLATFORMS Flexible UX-Layer CHANGE REQUIREMENTS CHANGE CAPABILITY 15
  14. 14. Customer Experience Solutions. Delivered. Solution Overview Bank 2.0 Portal
  15. 15. Bank 2.0 Portal : Empower Multiple Stakeholders Customer Experience Solutions. Delivered. Customer Engagement Platform 17 Security Services Personalization Services Content Services Presentation Services Aggregation Services E-Business Portal Manager BANK 2.0 Customer Portal Customer in Control Business in Control IT in Control Core Banking Systems & Processes
  16. 16. Customer Experience Solutions. Delivered. Bank 2.0 Portal Customer In Control
  17. 17. Customers : Personal & Relevant Customer Experience Customer Experience Solutions. Delivered. IT E-BUSINESS CUSTOMERS 19 Customer in Control Any Place Any Device IT in Control Secure & Flexible Business in Control Manage & Optimize
  18. 18. Customer Experience Solutions. Delivered. ABN AMRO – Demo Portal Customer in Control
  19. 19. ABN AMRO – Demo Portal (iPad) Customer in Control
  20. 20. Dashboard with Ask My Advisor Customer Experience Solutions. Delivered. 22
  21. 21. Dashboard with Ask My Advisor Customer Experience Solutions. Delivered. 23
  22. 22. Customer Experience Solutions. Delivered. 24
  23. 23. Customer Experience Solutions. Delivered. Bank 2.0 : Any Place, Any Time, Any Device Customer in Control
  24. 24. Customer Experience Solutions. Delivered. Bank 2.0 Portal E-Business In Control
  25. 25. Business : Easy Portal Management, Less IT support Customer Experience Solutions. Delivered. IT CUSTOMERS E-BUSINESS Customer in Control Any Place Any Device IT in Control Secure & Flexible Business in Control Manage & Optimize
  26. 26. Customer Experience Solutions. Delivered. Portal Manager : e-Business Dashboard Business in Control
  27. 27. Customer Experience Solutions. Delivered. Portal Manager : In Context Portal Editor Business in Control
  28. 28. Customer Experience Solutions. Delivered. Portal Manager : Quick Content Edits Business in Control
  29. 29. Customer Experience Solutions. Delivered. Portal Manager : In Context Targeting Business in Control
  30. 30. Customer Experience Solutions. Delivered. Portal Manager : WYSIWYG Preview (regular browser) Business in Control
  31. 31. Customer Experience Solutions. Delivered. Portal Manager : Preview (tablet optimized) Business in Control
  32. 32. Customer Experience Solutions. Delivered. Bank 2.0 Portal IT In Control
  33. 33. IT in Control : Portal Technology Services Customer Experience Solutions. Delivered. Internal Systems & Processes User Experience Layer Loosely Coupled Integration Web Oriented Architecture
  34. 34. Portal Architecture : Portal Services Customer Experience Solutions. Delivered. BB PORTAL Existing infrastructure Mash-up Services Security Services Content Services Presentation Services Personalization Services USER PROFILE CONTENT REPOSITORY
  35. 35. Customer Experience Solutions. Delivered. WWW.BACKBASE.COM [email_address] SAN FRANCISCO: +1 866 800 8996 AMSTERDAM: +31 (0)20 465 8888 Thank you for your Time

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