This document discusses strategies for banks to pursue an omni-channel delivery model and leverage new technologies like PSD2 and account aggregation to improve the customer experience. It recommends starting with the customer experience by designing services around their needs and behaviors. PSD2 regulations allow third parties to access customer data, enabling one-stop-shop banking across institutions through account aggregation. This opens opportunities to build connected experiences through open banking APIs and gain a complete view of customers.

1. Webinar: The Everyday Bank
15 March 2017

2. The Everyday Bank
1. Pursue an Omni-Channel Delivery Model
2. Start with the Customer Experience
3. Leverage PSD2 / Account Aggregation
4. Real-time Targeting and AI driven Journeys

3. Pursue Omni-Channel Delivery Model

4. Pursue Omni-Channel Delivery Model
Customers Expect: Any Device
4

5. Pursue Omni-Channel Delivery Model

6. Omni-Channel Customer Journey
Pursue Omni-Channel Delivery Model
6

8. From Channel Islands to Omni-Channel
8
MobileInternet
Phone /
Call CenterOffice / Branch
Internal
Applications
Call Center
Applications
Internet
Applications
Mobile
Applications
data
data
data
data
replication
data data data
Omni-Channel CXP
Widget Widget Widget Widget Widget
Web SDK | Mobile SDK
Customer Experience Services
Omni-Channel Services
Legacy
Apps
Legacy
Apps
Channel Islands Omni-Channel
data data
Legacy
Apps
Pursue Omni-Channel Delivery Model

9. Pursue Omni-Channel Delivery Model
Service Design - Cross Channel Journeys

10. Start with the Customer Experience

11. Customers Expect : Instant Services
Start with the Customer Experience
11

12. Customer Behavior Shift : Instant & Seamless
12
The Journey Start Here…
Any Time – Any Place
Technology
Systems
Processes
Mind Devices Applications Companies
Start with the Customer Experience

13. Start with the Customer Experience
Approach : Design for Moments of Truth
13
Identify
the mobile
moments
and context
Design
the mobile
engagement
Engineer
your platforms,
processes, and
people for mobile
Analyze
results to monitor
performance and
optimize outcomes
Start small
with a platform
to extend
Demo

14. Start with the Customer Experience
New Business Technology Strategy
14
Starts
Inside out.
Starts
Outside-in.
Classic
Approach
Channels
Legacy Apps
Network
UX
Data
Omni-Channel
Legacy Apps
Network
Customer First
Channels
Channels

15. 15
Paradigm Shift = Outside-in Approach
Customer Oriented Functions
Back Office Functions
Existing Systems
(Silos)
Digital Banking
Platform
Start with the Customer Experience

16. Leverage PSD2 and Account Aggregation

17. Customers Expect : One-Stop-Shop
Leverage PSD2 and Account Aggregation
17

18. Customer wants all Finances in one Place
18
Labor intensive task of
getting complete overview of
financial status across
banks.
Before PSD2
Leverage PSD2 and Account Aggregation

19. What is PSD2?
Approach : Seamless Account Aggregation
19
‘Account Information Service
Providers’ (AISPs) can offer
direct insight in all products
and transactions across
banks.
After PSD2 adoption

20. Banking API Economy
Opportunity: Build Connected Experiences
Deposits LoansInvestments Payments
Third-party
services Other Banks 20
NextGeneration
ConsumerExperiences
PFM, card linked offers
WorkwithFinTechVendors
P2P lending, Wallets, New
Apps, IoT, etc.
Accesscontrol,andrisk
management
Reduce risk through
access control, metering of
enterprise assets
Outside-inBanking
Cross Banking Aggregation,
Multiple contextual financial
apps Alternativemodelsin
Wealthmanagement
Robo-advisors for affluent
segments
API

21. Banking API Economy
Opportunity: Complete Customer View
21
Customer Controlled
Account Aggregation
&
Customer Data Hub
Banks Customer First
Experience
data
data
data
data
data
data

22. Banking API Economy
Opportunity: Cross- & Up Sell
Banks
data
data
data
Account Aggregation
Cross
& Up-Sell

23. About BACKBASE

24. The Backbase Vision
Mission: We empower Financials to
accelerate their Digital Transformation
24

25. The Backbase Vision
Raising the Bar – Superior Experience
25
Empowering the Self-Directed Customer

26. BACKBASE = Omni-Channel Banking
26
Experience
Orchestration
Existing Systems
Omni-Channel Banking
Integration
Customer First
Invest in Superior Customer Experience
Lean CXP Services
Integration
Customers RM / PM
The Backbase Vision

27. BACKBASE: Omni-Channel Banking
Existing
Systems
PSD2
enabled banks
Customer Experience & Digital Banking Services
OLB Mobile
Seamless Omni-Channel Journeys
Retail Banking
Business Banking
Wealth Management
The Backbase Vision
Digital Banking API Layer – INTEGRATE & EXPOSE
FinTech Providers
Open APIs

28. The Backbase Vision
BACKBASE: Build Connected Experiences
Open API Layer
Omni-Channel
Digital Banking
Experience
Core Banking
PSD2 Enabled Banks

29. info@backbase.com
www.backbase.com
THANK YOU!