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Customer Experience Solutions. Delivered. 1
BANK 2.0
Blueprint
2
BANK 2.0 : From “Inside-Out” to “Outside-In”
Inside OutPRODUCTS
& IT SYSTEMS
Outside In
Customer
Experience
Layer
LOOSELY
COUPLED
3
BACKBASE : Customer Experience Layer
Customer Oriented Functions
Back Office Functions
Customer
Experience
Layer
LOOSELY
COUPLED
Innovation capability
& customer orientation√
PRODUCTS
& IT SYSTEMS
Customer Experience Solutions. Delivered. 4
Internal
Apps &
Content
Mobile
Tablets
Apps
Direct 2 Consumer
Closed
Customer
Environment
Public
Marketing
Sites
Apps
Seamless Customer Experience – Customer Journey
Content CRM Processes Compliance
Customer Experience Portal
Fast &
Frictionless
CRM
Integration
Security &
Compliance
Process
Integration
Personal &
Relevant
Application
Integration
Superior
Experience
Any Time
Any Place
Distribution Channels
IFA
Banks
Building Societies
Brokers, …
Customer Experience Solutions. Delivered. 5
Widgets – Engagement Building Blocks
Re-Usable
Widgets
CONTENT
Re-use across Channels
FORMS
Origination,
Self-Service ...
PERSONALIZATION
1:1 Marketing
(targeting, segmentation)
COMMUNICATION
Chat, Mail, SMS
Banking Systems
Transactional
CRM Systems
CRM, Social, …
3TH Party Apps
PFM, Portfolio,
Customer Engagement Portal
Digital Channels Front-Office Operations
Customer Experience Solutions. Delivered. 6
Widgets - From Transaction to Engagement
Banking
6
Transaction
Banking
Actionable
Insights
Valuable
Content
Origination /
Self-Service
My Bank
Dashboard
Advisory
Tools
Targeted
Offers
Bank 2.0
Widgets
Engagement
Banking
Chat, Video
Alert
Engagement
Ingredients
Customer Experience Solutions. Delivered. 7
Widgets – Responsive Design : Any Device
Customer Experience Solutions. Delivered. 8
Widgets – Targeting to the Right Person / Right Time
Targeting Engine
Preference
Customize
Behavior
Tracking
Context
Awareness
Social Data
Integration
Social
Facebook
Google +
…
CRM Data
Customer Experience Solutions. Delivered. 9
Bank 2.0 Portal / Widgets
End-Users
Web Analytics
Operational CRM
Analytical CRM
Core Banking
Systems
3rd Party
Systems
Analytical &
Operational CRM
Bank 2.0 Portals
Widgets – Distributed / Networked / Social World
Bank 2.0
Operation
Social Networks Affiliates
Customer Experience Solutions. Delivered. 10
Demo
Customer Experience Solutions. Delivered. 11
ITBusiness
Customer
Security
Permissions
Application
Integration
Re-Use
Existing Assets
Content
Life Cycle
Brand
Experience
Personalization
Sales Campaigns
Any Device : Mobile
Context
Social Connected
Customize / Preferences
Customer Experience Solutions. Delivered. 12
Q&A

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Bank 2.0 & The Power of Widgets

  • 1. Customer Experience Solutions. Delivered. 1 BANK 2.0 Blueprint
  • 2. 2 BANK 2.0 : From “Inside-Out” to “Outside-In” Inside OutPRODUCTS & IT SYSTEMS Outside In Customer Experience Layer LOOSELY COUPLED
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  • 12. Customer Experience Solutions. Delivered. 12 Q&A