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Customer Experience Solutions. Delivered.




BANK 2.0
Making it Happen
Customer Experience Solutions. Delivered.




For more insight on how to realize the Bank 2.0 vision, download our
Bank 2.0 white paper:

http://banking.backbase.com/adv/bank20-whitepaper.php
Customer Experience Solutions. Delivered.
The Big Shift : Customer-Derived
                                   4
Rising customer expectations and the growing importance of the
      Web and mobile as sales and service channels mean that
      financial services e-Business executives need to fundamentally
      improve the way they serve customers via digital channels.


The Big Shift : Banking has to be SUPER
                                                                       5
Outside-In

          CUSTOMER                 Customer Enable
         EXPERIENCE
           LAYER




           INTERNAL                     Web / Mobile
           SYSTEMS                      Enable
        AND PLATFORMS


                           Inside-Out


The Big Shift : From Inside-Out to Outside-in
                                                       6
Customer Oriented
                                              Functions & Operations


√
    Innovation capability       CUSTOMER
    & customer orientation     EXPERIENCE
                                  LAYER

                    LOOSELY
                    COUPLED




√    Efficiency & quality
                                 INTERNAL
                                 SYSTEMS
                              AND PLATFORMS


                                                     Back Office
                                               Functions & Processes


Backbase : New Customer Experience Layer
                                                                       7
The Value Exchange: Drivers for effective web presence




Improve my life                                          Buy more
•Fit my unique needs.                                    •Acquire new customers.
•Address more of my                                      •Increase share of
requirements                                             wallet.
                                                         •Get longer lasting
Respect my time                                          relationships.
•Be more convenient.
•Be faster and simpler.                                  Cost Less
                                                         •Sell and service more
Save me money                                            efficiently.
•Be cheaper to own.                                      •Smarter marketing.
•Give me a better deal.




Bank 2.0: Value Exchange – Create Win / Win
Relations
                                                                             8
Chat, Video
                                   Alert

                  My Bank                       Bank 2.0
                 Dashboard                      Widgets



           Origination /      Transaction          Valuable
           Self-Service                            Content
                               Banking

                                              Targeted
                                                              Engagement
                   Advisory
                                               Offers         Banking
                     Tools
                                Actionable
                                 Insights




Bank 2.0 : Elements of Engagement Banking
                                                                           9
Customer Experience Solutions. Delivered.                   1


Unify Content & Applications into Seamless Journey




        Customer            Personal &                Contextual       Seamless
        In Control           Relevant                   Smart           Journey

                       Customer Centric Experience Layer
     Application                   CRM                Process           Security &
     Integration                Integration          Integration       Compliance



  BUs                Products            Systems           Processes      Compliance
Customer Experience Solutions. Delivered.                             1


Widgets (Mix & Match)

                                ONLINE              CALL             BRANCH
                                MOBILE             CENTER             OFFICE

                                          CUSTOMER ENGAGEMENT PORTAL




    PERSONALIZATION                                                                        FORMS
         1:1 Marketing                                                                 Enrollment
   (targeting, segmentation)
                                                   Re-Usable                          Self-Service ...

     COMMUNICATION                                   Widgets                             CONTENT
      Chat, Mail, SMS                                                                  Consistent
                                                                                     Across Channels



                  INTERNET BANKING            OTHER APPLICATIONS               3TH PARTY APPS
                        Transactional                   CRM                          PFM
Enterprise portal standard: Internet Banking & Self-Service functions
Absa       Fully decoupled presentation layer (implemented in 12-18 months)
Barclays   Integration with 20+ heterogeneous sources and applications
           Largest implementation in South Africa                                  12
Customer Experience Solutions. Delivered.                     1




       Enterprise Portal Framework : employee & customer facing
ABN    Largest Implementation : 6 Mio active Internet Banking users
AMRO   Multi channel & device delivery : internet, mobile, branch, call
       Stack : Backbase + Tibco | Implementation : Cap Gemini + TCS       13
Customer Experience Solutions. Delivered.                14 1


Bank 2.0 : Empower all Stakeholders
               Portal Manager                Bank 2.0 Launchpad
          (e-Business Professionals)           (Your Customers)




                                                                   Customer
                                                                  in Control



             Backbase Portal Foundation

                          Existing Banking Systems
Customer Experience Solutions. Delivered.                     1


Launchpad – Secure & Personal Dashboard




                                                                                        Custom
 My Bank : Customized to your Needs                                                   in Con er
                                                                                            trol

04/24/13                                                                                           15
   BACKBASE © 2012   |   New York   | Amsterdam | Moscow | Singapore
Customer Experience Solutions. Delivered.                16 1


Bank 2.0 : Empower all Stakeholders
                     Portal Manager                Bank 2.0 Launchpad
                (e-Business Professionals)           (Your Customers)



     Business
   in Control                                                            Customer
                                                                        in Control



                    Backbase Portal Foundation
            IT
       in Control
                                Existing Banking Systems
Customer Experience Solutions. Delivered.                1




                                                                Business
                                                              in Control




Portal Manager : Configurable by Business / Marketing
                                                                      17
Customer Experience Solutions. Delivered.                                                      1




BACKBASE…




Thank You!
                                       image courtesy: http://www.flickr.com/photos/beeteeoh/3298373727/

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Bank 2.0 -- Making It Happen

  • 1. Customer Experience Solutions. Delivered. BANK 2.0 Making it Happen
  • 2. Customer Experience Solutions. Delivered. For more insight on how to realize the Bank 2.0 vision, download our Bank 2.0 white paper: http://banking.backbase.com/adv/bank20-whitepaper.php
  • 4. The Big Shift : Customer-Derived 4
  • 5. Rising customer expectations and the growing importance of the Web and mobile as sales and service channels mean that financial services e-Business executives need to fundamentally improve the way they serve customers via digital channels. The Big Shift : Banking has to be SUPER 5
  • 6. Outside-In CUSTOMER Customer Enable EXPERIENCE LAYER INTERNAL Web / Mobile SYSTEMS Enable AND PLATFORMS Inside-Out The Big Shift : From Inside-Out to Outside-in 6
  • 7. Customer Oriented Functions & Operations √ Innovation capability CUSTOMER & customer orientation EXPERIENCE LAYER LOOSELY COUPLED √ Efficiency & quality INTERNAL SYSTEMS AND PLATFORMS Back Office Functions & Processes Backbase : New Customer Experience Layer 7
  • 8. The Value Exchange: Drivers for effective web presence Improve my life Buy more •Fit my unique needs. •Acquire new customers. •Address more of my •Increase share of requirements wallet. •Get longer lasting Respect my time relationships. •Be more convenient. •Be faster and simpler. Cost Less •Sell and service more Save me money efficiently. •Be cheaper to own. •Smarter marketing. •Give me a better deal. Bank 2.0: Value Exchange – Create Win / Win Relations 8
  • 9. Chat, Video Alert My Bank Bank 2.0 Dashboard Widgets Origination / Transaction Valuable Self-Service Content Banking Targeted Engagement Advisory Offers Banking Tools Actionable Insights Bank 2.0 : Elements of Engagement Banking 9
  • 10. Customer Experience Solutions. Delivered. 1 Unify Content & Applications into Seamless Journey Customer Personal & Contextual Seamless In Control Relevant Smart Journey Customer Centric Experience Layer Application CRM Process Security & Integration Integration Integration Compliance BUs Products Systems Processes Compliance
  • 11. Customer Experience Solutions. Delivered. 1 Widgets (Mix & Match) ONLINE CALL BRANCH MOBILE CENTER OFFICE CUSTOMER ENGAGEMENT PORTAL PERSONALIZATION FORMS 1:1 Marketing Enrollment (targeting, segmentation) Re-Usable Self-Service ... COMMUNICATION Widgets CONTENT Chat, Mail, SMS Consistent Across Channels INTERNET BANKING OTHER APPLICATIONS 3TH PARTY APPS Transactional CRM PFM
  • 12. Enterprise portal standard: Internet Banking & Self-Service functions Absa Fully decoupled presentation layer (implemented in 12-18 months) Barclays Integration with 20+ heterogeneous sources and applications Largest implementation in South Africa 12
  • 13. Customer Experience Solutions. Delivered. 1 Enterprise Portal Framework : employee & customer facing ABN Largest Implementation : 6 Mio active Internet Banking users AMRO Multi channel & device delivery : internet, mobile, branch, call Stack : Backbase + Tibco | Implementation : Cap Gemini + TCS 13
  • 14. Customer Experience Solutions. Delivered. 14 1 Bank 2.0 : Empower all Stakeholders Portal Manager Bank 2.0 Launchpad (e-Business Professionals) (Your Customers) Customer in Control Backbase Portal Foundation Existing Banking Systems
  • 15. Customer Experience Solutions. Delivered. 1 Launchpad – Secure & Personal Dashboard Custom My Bank : Customized to your Needs in Con er trol 04/24/13 15 BACKBASE © 2012 | New York | Amsterdam | Moscow | Singapore
  • 16. Customer Experience Solutions. Delivered. 16 1 Bank 2.0 : Empower all Stakeholders Portal Manager Bank 2.0 Launchpad (e-Business Professionals) (Your Customers) Business in Control Customer in Control Backbase Portal Foundation IT in Control Existing Banking Systems
  • 17. Customer Experience Solutions. Delivered. 1 Business in Control Portal Manager : Configurable by Business / Marketing 17
  • 18. Customer Experience Solutions. Delivered. 1 BACKBASE… Thank You! image courtesy: http://www.flickr.com/photos/beeteeoh/3298373727/

Editor's Notes

  1. Challenge Traditional banking sites suffer from the silo syndrome. Their public website is completely separated from their closed internet banking platform. They run on completely different technologies, making it hard to re-use assets across both platforms. Customers have to interact with multiple (often very different) websites and its extremely hard to make a seamless customer experience. Backbase Solution - Backbase Bank 2.0 Portal offers a single platform to manage, monitor and optimize all your online customer interactions. - It enables Banks to create a seamless customer journey between public and personal information and across multiple devices and channels.
  2. Critical Business Issue Most Portals are managed by IT professionals. Its difficult for non-technical business teams to manage their Portal directly. The process to implement new functionality is too lengthy (change request procedures, complex back-end dependencies, poor Business-IT cooperation, etcetera). As a result Banks loose their flexibility and are beaten by more agile competitors. Backbase Solution - Backbase Portal Manager is a graphical user interfaces to empower non-technical business people to easily change and optimize their customer interactions (e.g. update content and web forms, update page lay-out and contents, optimize targeting rules and analyze / optimize online campaigns). Portal Manager enables non-technical people to manage and optimize the customer experience layer, and reduces their IT dependency.
  3. Critical Business Issue Most Portals are managed by IT professionals. Its difficult for non-technical business teams to manage their Portal directly. The process to implement new functionality is too lengthy (change request procedures, complex back-end dependencies, poor Business-IT cooperation, etcetera). As a result Banks loose their flexibility and are beaten by more agile competitors. Backbase Solution - Backbase Portal Manager is a graphical user interfaces to empower non-technical business people to easily change and optimize their customer interactions (e.g. update content and web forms, update page lay-out and contents, optimize targeting rules and analyze / optimize online campaigns). Portal Manager enables non-technical people to manage and optimize the customer experience layer, and reduces their IT dependency.
  4. Let’s take a slightly more detailed look at how this would work. You have your Banking Platform containing your existing infrastructure and the flexible presentation layer as introduced a few slides ago. Most important part of this presentation layer are widgets, the mini-applications. You can optimize these widgets for mobile devices using HTML 5 and multiple open source libraries like jQuery Mobile. Now you are able to (1) directly publish these widgets to the browser or make these widgets available as a native application using the native wrapper (2). Some reasons to choose for a native approach instead of the web approach could be extra device optimization and differentiation such as, use of caching, access to hardware for geo-location, camera usage and security. Using the widget approach gives you greater flexibility and makes sure you don’t have to develop a new application for every new device and system. With widgets on mobile, you are using the same platform as for the rest of your online banking environment: the same user experience layer, the same integration diamond and the same code. It’s a truly ‘write once, run everywhere’ solution. Tackling the biggest challenges for your mobile strategy.