1.
Next Level Mobile Banking

2.
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Logistics

3.
TRENDS
Context – Channel Mix
“.”3

4.
TRENDS
Battlefield – Customer
Engagement
4
Engagement Matters

5.
(1) Omni-Channel Delivery Model

6.
Pursue Omni-Channel Delivery Model
(1) Customers Expect: Any
Device
6

7.
Pursue Omni-Channel Delivery Model

8.
Omni-Channel
Customer Journeys
Pursue Omni-Channel Delivery Model
8
Seamless Device Hand-o
Pause & Continue
Consistent Brand Exper
Holistic Customer View

9.
Pursue Omni-Channel Delivery Model
Goal : Omni-Channel
Customer Journeys

10.
From “Channel
Islands” to “Omni-
Channel”
11
MobileInternet
Phone /
Call CenterOffice / Branch
Internal
Applications
Call Center
Applications
Internet
Applications
Mobile
Applications
data
data
data
data
replic
ation
data data data
Omni-Channel
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

11.
So we Have Way Too
Many Silo’s
Customer
Portal
Agent
Portal
Mobile
App 1
Mobile
App 2
CCC
App
3rd
Party
Customer Experience Layer
Superior
Experience
Personal &
Relevant
Fast &
Frictionless
Anytime
Any place
Application
Integration
CRM
Integration
Process
Integration
Security &
Compliance
Existing
Systems
CRM Processes Governance

12.
USER INTERFACE
Customer Experience
Management
Omni-Channel
Digital Banking
Omni-Channel
Enterprise Catalog
Re-use across
all Touchpoints
Security
API
Content
API
Targeting
API
Mobile
API
Analytics
API
AI & ML
API
Integration
API
Pursue Omni-Channel Delivery Model
Goal : One Platform, Any
Touchpoint
Dynamic Forms
& Case Management
Payments
API
Actions
API
Comms.
API
PFM
API
Entitlements
API
…
API
Products
API
Workflows
API
Domain
API
Integration
API
Reporting
API
KYC
API
…
API
Rules
API

13.
Backbase Forms
Goal : One Platform, Any
Touchpoint
BranchInternetMobile
Screen design,
Workflows,
content
Screen design,
Workflows,
content
Screen design,
Workflows,
content
Onboarding
Branch
Internet
Mobile
Credit
Application
Branch
Internet
Mobile
Credit Card
Application
Branch
Internet
Mobile
Channel specific processes
BranchInternetMobile
Omni-Channel Dialogs
Screen design, Workflows, Content
Branch
Branch
Branch
...
Omni-channel processes
Mortgages
Onboarding
AccountOpening
Loans
...

14.
15
Accelerate Digital Innovation
Back Office Functions
Existing Systems
(Silos)
Omni-Channel
Engagement
Platform
Start with the Customer Experience

15.
(2) Seamless Customer Journey

16.
(2) Customer Expect
Instant Service
Service Design
17

17.
Create Apps that are
Instant
18
The Journey Start Here…
Any Time – Any Place
Technology
Systems
Processes
Mind Devices Applications Companies
Service Design

18.
Service Design
Goal : Instant &
Seamless Customer
Journeys

19.
Service Design
Approach : Design for
Moments of Truth
20
Identify
the mobile
moments
and context
Design
the mobile
engagement
Engineer
your platforms,
processes, and
people for mobile
Analyze
results
to
monitor
performa
nce and
optimize
outcomes
Start small
with a platform
to extend

20.
Service Design
We need “Customer First”
Technology
21
Start
s
Insid
e out.
Starts
Outside-
in.
Classic
Approach
Legacy Apps
Network
UX
Data
APIs
Legacy Apps
Network
Custome
r First

21.
We need “Customer First”
Technology
Service Design
CX Services
DB Services
DFM Services
Cloud Deployment
Composite
Application

22.
Key Ingredients : Design
System
Service Design

23.
Key Ingredients : API-based
Capabilities
Service Design
USER INTERFACE
Design System +
Widgets
Engagement
Orchestration
Omni-Channel
Digital Banking
Retail Banking Business Banking Wealth Management CSR & Advisor Custom
Omni-Channel
Enterprise Catalog
Re-use across
all Touchpoints
Security
API
Content
API
Targeting
API
Mobile
API
Analytics
API
AI & ML
API
Integration
API
Dynamic Business
Process Orchestration
Payments
API
Actions
API
Commun..
API
PFM
API
Entitlements
API
IAM
API
Products
API
Workflows
API
Domain
API
Integration
API
360 Customer
API
KYC
API
…
API
Rules
API

24.
Create Customer First Experiences
Service Design
25
Custome
r
Centric
Apps
UX
Data
APIs
Legacy Apps
Network
Customer
First

25.
(3) Contextual Engagement

26.
Contextual Engagement
Customer Expect
Contextual Advice
27

27.
Contextual Engagement
Approach : Understand Context
28
PROFILE
EVENTS
WHAT
WHERE
HOW
WHO
CONTEXT
ASSIST
ENGAGE
ACT
Intents

28.
Contextual Engagement
Key Ingredients : Context
Aware
29
Social CRM PFM PSD2 …
RulesAIHuman

29.
Contextual Engagement
Key Ingredients : Context
Management
Context Management Capabilities (Rules / AI
Social CRM PFM PSD2 …
Customer

30.
Contextual Engagement
Create Win-Win : Customer &
Bank

31.
About BACKBASE

32.
The Backbase Difference
BACKBASE – Next Level Digital
Banking
From: To:
Product Push
(pushing products)
Customer First
(engagement banking)
Channel Islands
(broken / silo’s)
Omni-Channel
(everywhere banking)
Monolithic Systems
(stuck in the past)
Open & Modular
(agile banking)

33.
The Backbase Difference
Next Level Omni-Channel
Platform
Omni-Channel Digital Banking
Customer Experience Capabilities
Vertical Banking Solutions = Ready to Go Capabilities
Retail
Widget
s
Core banking
systems
IDM
CRM
Etc.
Any other
system
API
API
Dynamic Forms / Case ManagementAPI
Open Banking
Marketplace
Business
in control
IT
in control
Experience
Manager
Studio
Busine
ss
Widget
s
Wealt
h
Widget
s
Insura
nce
Widget
s
Employee
Customer

34.
The Backbase Difference
Trusted by 100+ Financials
35

35.
The Backbase Difference
Drive your Digital Business
CUSTOMER
ENGAGEMENT
Customer Employee
Customer Engagement

36.
info@backbase.com
www.backbase.com
THANK
YOU!