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Bank 2.0 Challenges

Backbase's Jouk Pleiter presenting the top challenges facing when implementing Bank 2.0.

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Bank 2.0 Challenges

  1. 1. Customer Experience Solutions. Delivered. 1 Bank 2.0 How to make it Happen?
  2. 2. Customer Experience Solutions. Delivered. 2 Challenge: Create a Seamless Customer Experience
  3. 3. Customer Experience Solutions. Delivered. 3 Paradigm Shift: From ‘Inside-out’ to ‘Outside-in’ INTERNAL SYSTEMS AND PLATFORMS Inside-Out Outside-In CUSTOMER EXPERIENCE LAYER LOOSELY COUPLED
  4. 4. Customer Experience Solutions. Delivered. 4 Marketing SiteMarketing SiteCustomer Experience Platform Core Banking Systems & Processes Mobile Optimized Personalization & Targeting Security & Access Control App Store (web 2.0) Application Integration Customer In Control Interactive Forms & Calculators Superior Experience User Experience Layer: Seamless Customer Journey
  5. 5. Customer Experience Solutions. Delivered. 5 Marketing Content Personal Content Comm. Tools My Products My Profile Preferences Transactions Accounts Summary Public “Soft” and “Solid” Authorization
  6. 6. Customer Experience Solutions. Delivered. 6 Widgets: Mix & Match | Any Combination Re-Usable Widgets CONTENT Consistent Across Channels FORMS Enrollment Self-Service ... PERSONALIZATION 1:1 Marketing (targeting, segmentation) COMMUNICATION Chat, Mail, SMS INTERNET BANKING Transactional OTHER APPLILCATIONS CRM 3TH PARTY APPS PFM CUSTOMER ENGAGEMENT PORTAL ONLINE MOBILE CALL CENTER BRANCH OFFICE
  7. 7. Customer Experience Solutions. Delivered. 7 Challenge: Mobile - Any Place, Any Device
  8. 8. Customer Experience Solutions. Delivered. 8 Ubiquity - Any Place, Any Device ATM / TVMobileDesktop Customer Experience Platform
  9. 9. Customer Experience Solutions. Delivered. 9 Backbase BANK 2.0 Portal Mobile Optimized Widgets + (Direct To Browser Via Native App Wrapper NATIVE WRAPPER Hybrid Approach : HTML5 and Native Wrapper
  10. 10. Customer Experience Solutions. Delivered. 10 Challenge: How to make it Personal?
  11. 11. Customer Experience Solutions. Delivered. 11 Personal - Customization & Targeting Existing CRM CUSTOMER PROFILE TRACKING BEHAVIOR CUSTOMER PREFERENCES Portal Server Implicit Profiling Explicit Profiling Check Entitlements Customer Preferences Targeting Rules 1 2 3
  12. 12. Customer Experience Solutions. Delivered. 12 Challenge: Business – IT Collaboration
  13. 13. Customer Experience Solutions. Delivered. 13 CHANGE CAPABILITY Paradigm Shift: From ‘Slow’ to ‘Agile’ INTERNAL SYSTEMS AND PLATFORMS Outside-In Inside-Out CUSTOMER EXPERIENCE LAYER LOOSELY COUPLED CHANGE REQUIREMENTS
  14. 14. Customer Experience Solutions. Delivered. 14 • Optimize online results • Lower Cost per Contact • Control: less IT dependency • Leverage existing infrastructure • Easy integration • Secure & Performance Superior User Experience • Personal & Relevant • Anytime, Anyplace & Any Device • Customer Business IT Empower all key Stakeholders
  15. 15. Customer Experience Solutions. Delivered. 15 CORE BANKING SYSTEMS & PROCESSES SECURITY SERVICES INTEGRATION SERVICES PERSONALIZATION SERVICES CONTENT SERVICES PRESENTATION SERVICES Customer in Control Business in Control IT in Control ✓ Superior User Experience ✓ Multi-Device Access ✓ Personal & Relevant ✓ Optimize Online Results ✓ Lower Cost-per-Contact ✓ Reduce IT Dependency ✓ Leverage Existing Systems ✓ Easy Integration ✓ Secure & Performance BACKBASE BANK 2.0 PORTAL CUSTOMER PORTAL PORTAL MANAGER Backbase: Bank 2.0 Portal Software
  16. 16. Customer Experience Solutions. Delivered. 16 Portal Manager : Manage your User Experience 16
  17. 17. Customer Experience Solutions. Delivered. 17 Challenge: Advisory Tools & Enrollment
  18. 18. Customer Experience Solutions. Delivered. 18 Interactive Advisory Tools
  19. 19. Customer Experience Solutions. Delivered. 19 Enrollment : Multi-Step Data Entry Flow
  20. 20. Customer Experience Solutions. Delivered. 20 The Challenge: The Creation Process is Broken CHALLENGES : - Too many steps (slow) – Developer Dependency - Lack of Agility : why does this take weeks / months/ … ? ) - Maintainability: how can I make changes? Business Owner Business Annalist Interaction Designer Development Team Testing Team
  21. 21. Customer Experience Solutions. Delivered. 21 Solution: Do-it-Yourself (DIY) Forms Management Business Owner Business Annalist Interaction Designer Development Team Testing Team Business Owner Business Annalist MODEL > REVIEW > PUBLISH OLD: NEW : Development Team
  22. 22. Customer Experience Solutions. Delivered. 22 About BACKBASE
  23. 23. Customer Experience Solutions. Delivered. 23 + We are Backbase We deliver a white label Bank 2.0 Portal + Customer Engagement Services
  24. 24. Customer Experience Solutions. Delivered. 24 3rd party apps * 3rd party apps * We deliver globally Customers on all continents and offices in Europe and North America.
  25. 25. Customer Experience Solutions. Delivered. 25 3rd party apps * 3rd party apps * We service medium to large financials Top financials are already using Backbase to deliver a superior customer experience across multiple channels.
  26. 26. Customer Experience Solutions. Delivered. 26 Questions? WWW.BACKBASE.COM REQUEST@BACKBASE.COM NEW YORK : +1 646 205 3648 AMSTERDAM: +31 (0)20 465 8888
  27. 27. Customer Experience Solutions. Delivered. 27 Thank You! WWW.BACKBASE.COM REQUEST@BACKBASE.COM NEW YORK : +1 646 205 3648 AMSTERDAM: +31 (0)20 465 8888

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