Bank 2.0 - How to get ready for the new era of Engagement Banking

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In this presentation, Jelmer de Jong presents the Backbase vision of Engagement Banking, introducing the concept of Bank 2.0, to help banks prepare for this new era.

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Bank 2.0 - How to get ready for the new era of Engagement Banking

  1. Bank 2.0Get ready for the new eraof Engagement BankingBACKBASE SOCIAL MEDIA WEBINAR | June 9, 2011 | @jelmerdejong
  2. Facebook, Apple and Amazonare delivering a superior experience.Why not my bank?BACKBASE SOCIAL MEDIA WEBINAR | June 9, 2011 | @jelmerdejong
  3. the shifting marketBACKBASE SOCIAL MEDIA WEBINAR | June 9, 2011 | @jelmerdejong
  4. BankingTiteltext is no longer only branches and ATMʼsCreating customer trust, being available online andSupport texton mobile is the next big challenge for banks.BACKBASE SOCIAL MEDIA WEBINAR | June 9, 2011 | @jelmerdejong Photo: http://www.flickr.com/photos/nyperson/5008167241/
  5. New banks are taking over and winning customersTiteltextNew ideas,Support textmobile focus, no branches, flexibility andstrong customer focus are making the difference.BACKBASE SOCIAL MEDIA WEBINAR | June 9, 2011 | @jelmerdejong
  6. Non-banks are acting like banksTiteltextPayPal, Facebook, Amazon, Apple & multipleSupport textfintech startups are winning customers.BACKBASE SOCIAL MEDIA WEBINAR | June 9, 2011 | @jelmerdejong
  7. New social banking initiatives are launchingTiteltextSocial banks, peer-2-peer lending and investment websites.Support textBACKBASE SOCIAL MEDIA WEBINAR | June 9, 2011 | @jelmerdejong
  8. New social banking initiatives are launchingTiteltextSocial layers on top of core (credit card) transactionsSupport textare bringing social to banking.BACKBASE SOCIAL MEDIA WEBINAR | June 9, 2011 | @jelmerdejong
  9. Banks, you must preparefor this new era ofEngagement BankingBACKBASE SOCIAL MEDIA WEBINAR | June 9, 2011 | @jelmerdejong
  10. Bank 2.0BACKBASE SOCIAL MEDIA WEBINAR | June 9, 2011 | @jelmerdejong
  11. Customer Business Superior User Experience • • Optimize Online Results Personal & Relevant • • Lower Cost-per-ContactAny Time, Any Place & Any Device • • Control: Less IT Dependency IT • Leverage Existing Infrastructure • Easy Integration • Secure & PerformanceBank 2.0Titeltext empowers key stakeholdersCustomer, business and IT should be unitedSupport textto create a seamless online experience.BACKBASE SOCIAL MEDIA WEBINAR | June 9, 2011 | @jelmerdejong
  12. Seamless superior userexperience whilst beingPersonal & RelevantBACKBASE SOCIAL MEDIA WEBINAR | June 9, 2011 | @jelmerdejong
  13. Forrester:Titeltext Next Generation Digital Financial ServicesBanks need to fundamentally improve the way theySupport textserve customers via digital channels.BACKBASE SOCIAL MEDIA WEBINAR | June 9, 2011 | @jelmerdejong
  14. Outside-In CUSTOMER EXPERIENCE LAYER loosely coupled INTERNAL SYSTEMS AND PLATFORMS Inside-OutOutside-inTiteltext approachParadigm shift: from ‘inside-out’ to ‘outside-in’.Support textBACKBASE SOCIAL MEDIA WEBINAR | June 9, 2011 | @jelmerdejong
  15. Open Closed Marketing Transactional Website Platform Managed by e-business Managed by ITSeamlessTiteltext customer journeySupportyour website visitors click the login button.90% of textBACKBASE SOCIAL MEDIA WEBINAR | June 9, 2011 | @jelmerdejong
  16. Promotions TransactionsSeamlessTiteltext customer journeySupportyour website visitors click the login button.90% of textBACKBASE SOCIAL MEDIA WEBINAR | June 9, 2011 | @jelmerdejong
  17. Customer Mobile Personalization Superior Customer Experience Layer App Store Content / Profile Application Security & CORE BANKING SYSTEMS & PROCESSESCustomerTiteltext Experience LayerThe customer comes first, not systems or processes.Support textOne seamless platform -- ready for any device.BACKBASE SOCIAL MEDIA WEBINAR | June 9, 2011 | @jelmerdejong
  18. BRANCH SOCIAL MEDIA ONLINE - (ANY DEVICE) CALL CENTER OFFICE (public, personal) CUSTOMER EXPERIENCE LAYER BUSINESS RULES ADVISORY TOOLS 1:1 Customer treatment (targeting, segmentation) Simulation, Calculators, ... Reusable Widgets CUSTOMER PROFILE CONTENT Collect Customer Preferences Consistent Across Channels (implicit and explicit) CORE BANKING OTHER BACK-END FUNCTIONS 3RD PARTY FUNCTIONS Transactional CRM PFMWidgetsTiteltext will rule them allWidgets text small and flexible mini-applications that can integrateSupport arewith any system and be reused across multiple channels.BACKBASE SOCIAL MEDIA WEBINAR | June 9, 2011 | @jelmerdejong
  19. Demo: ABN Amro - widgets & social integrationTiteltextSee howtext platform uses widgets to give users control whilstSupport oneallowing for integration with core systems and social media.BACKBASE SOCIAL MEDIA WEBINAR | June 9, 2011 | @jelmerdejong
  20. Deliver any time, any placeand on any device:The Mobile ChallengeBACKBASE SOCIAL MEDIA WEBINAR | June 9, 2011 | @jelmerdejong
  21. Customers need ubiquityTiteltextBut how text you support allSupport canoperating systems and devices?BACKBASE SOCIAL MEDIA WEBINAR | June 9, 2011 | @jelmerdejong
  22. WIDGETS / HTML 5 SOCIAL NETWORKS BANKING WEBSITE FRONT OFFICE UNIFIED DESKTOPTiteltextThe solution: Widgets & HTML 5Support text contain any application and are reusable, This makes widgetsWidgets canthe best solution for the mobile challenge, for both the web and native apps.BACKBASE SOCIAL MEDIA WEBINAR | June 9, 2011 | @jelmerdejong
  23. (1) Direct To Browser BANKING + PLATFORM NATIVE WRAPPER (2) Via Native App Wrapper • Mobile Optimized Widgets • jQuery Mobile • HTML5TiteltextMobile delivery: from your banking platform to the customerSupport text mobile browser or using the native wrapper, creatingDirect in thean OS-specific application.BACKBASE SOCIAL MEDIA WEBINAR | June 9, 2011 | @jelmerdejong
  24. eBusiness & IT alignmentfor a faster time-to-marketBACKBASE SOCIAL MEDIA WEBINAR | June 9, 2011 | @jelmerdejong
  25. CUSTOMER EXPERIENCE CHANGE REQUIREMENTSloosely coupled CHANGE CAPABILITY INTERNAL SYSTEMS AND PLATFORMS Allignement by decoupling Titeltext Different text Support heartbeats cause unnecessary complications and slow down the time-to-market. BACKBASE SOCIAL MEDIA WEBINAR | June 9, 2011 | @jelmerdejong
  26. Online is a customer interactionchannel, where eBusinessmust be in controlBACKBASE SOCIAL MEDIA WEBINAR | June 9, 2011 | @jelmerdejong
  27. Customer BANK 2.0 CUSTOMER PORTAL in Control E-BUSINESS PORTAL MANAGER Business SECURITY AGGREGATION PERSONALIZATION CONTENT PRESENTATIO IT in Control CORE BANKING SYSTEMS & PROCESSESDifferentTiteltext layers for different levels of controlBringing textSupport control and ease to customer, e-business and IT teams.BACKBASE SOCIAL MEDIA WEBINAR | June 9, 2011 | @jelmerdejong
  28. Demo: Bank 2.0 & the Portal ManagerTiteltextCustomer & business in control, across multiple devices.Support textBACKBASE SOCIAL MEDIA WEBINAR | June 9, 2011 | @jelmerdejong
  29. how can wehelp you?BACKBASE SOCIAL MEDIA WEBINAR | June 9, 2011 | @jelmerdejong
  30. +We are BackbaseTiteltextWe deliver a white label Bank 2.0 Portal + Customer Engagement ServicesSupport textBACKBASE SOCIAL MEDIA WEBINAR | June 9, 2011 | @jelmerdejong
  31. 3RD PARTY APPS * 3RD PARTY APPS *We deliverTiteltext globallyCustomers on all continents and offices in Europe and North America.Support textBACKBASE SOCIAL MEDIA WEBINAR | June 9, 2011 | @jelmerdejong
  32. 3RD PARTY APPS * 3RD PARTY APPS *We deliverTiteltext with partnersWe are not alone. We have local and global partnersSupport textthat are specialized in Backbase Portal.BACKBASE SOCIAL MEDIA WEBINAR | June 9, 2011 | @jelmerdejong
  33. 3RD PARTY APPS * 3RD PARTY APPS *Titeltext to big customersWe deliverTop financials are already using Backbase to deliver aSupport textsuperior customer experience across multiple channels.BACKBASE SOCIAL MEDIA WEBINAR | June 9, 2011 | @jelmerdejong
  34. We deliver Bank 2.0BACKBASE SOCIAL MEDIA WEBINAR | June 9, 2011 | @jelmerdejong
  35. Thank you!JELMER DE JONG | jelmer@backbase.com | @jelmerdejong | +31 (0) 6 230 260 12BACKBASE SOCIAL MEDIA WEBINAR | June 9, 2011 | @jelmerdejong

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