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Building the 10x better bank

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Building the 10x better bank, by @joukpleiter & @jelmerdejong

Slides of the November 11, 2015 webinar 'Omni-channel banking & the digital transformation roadmap'.

In this webinar, Jouk Pleiter and Jelmer de Jong of Backbase will talk about building the 10-times-better bank.
The financial services market is going through many changes. New challengers have appeared and are looking for a slice of the market. In addition, customers are more demanding and more informed, expecting convenience and simplicity when it comes to financial services, particularly online and via mobile devices. People love digital services such as Netflix, Amazon, and Uber because they’re easy to use and deliver great customer experiences. They deliver 10 times more convenience and better customer experiences than the status quo, and are therefore winning the market. It’s only a matter of time before the 10-times-better bank is founded, a thought that's on the radar of every banker.

In this webinar, we outline the journey of creating the 10-times-better bank, providing a detailed analysis of how banks can begin their digital journey, with a strong focus on five main points:

1) new competitors in banking: the disrupters
2) customer experience: the key ingredients
3) omni-channel and the changing channel mix
4) mobile's impact on online sales and share of wallet
5) regaining control in the era of digitization

Published in: Business
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Building the 10x better bank

  1. 1. @joukpleiter & @jelmerdejong Building the 10x better bank
  2. 2. 2 New Competitors in Banking
  3. 3. New competitors in banking 3 Shift in Customer Demand
  4. 4. New competitors in banking 4 Shift in Competitive Landscape
  5. 5. New competitors in banking 0 5 10 15 20 25 30 5 Who do you see as the Biggest Threat?
  6. 6. New competitors in banking 6 Where are you Investing? 0% 50% 100% Digital Channels Customer Service & Experience New Products & Services Physical channels distritbution Core Systems & Processes Increase No Change Decrease
  7. 7. New competitors in banking 1.  Start with the customer experience 2.  Pursue an omni-channel delivery model 3.  Make mobile the key growth channel 4.  Regain control over your digital strategy 5.  Digital Transformation Economics In short: Beat the Disrupters at their own Game. 7 Digital Transformation – Disrupt Yourself
  8. 8. 8 Customer Experience: The Key Ingredients
  9. 9. Customer experience: the key ingredients 0 5 10 15 20 25 30 Too many silos Shortage of quality people Projects take too much time High costs Nu support from senior management No or low customer culture 9 Customer Experience Roadblocks
  10. 10. Customer experience: the key ingredients 10 Challenge: Too Many Silo’s Secure Portal 1 Secure Portal 2 Mobile App 1 Mobile App 2 Intranet App 1 Extranet App 1
  11. 11. Customer experience: the key ingredients 11 Move to a Unified CX Layer Customer Experience Platform Superior Experience Personal & Relevant Fast & Frictionless Anytime Any place Application Integration CRM Integration Process Integration Security & Compliance Existing Systems CRM Processes IDM SSO
  12. 12. Customer experience: the key ingredients 12 A paradigm shift: Outside-in Approach Outside-in Customer enablement Inside-Out Web/Mobile Enablement
  13. 13. Customer experience: the key ingredients 13 Enabling Seamless Customer Journeys Source:
  14. 14. Customer experience: the key ingredients 14 Challenge : Projects take too much Time
  15. 15. Customer experience: the key ingredients 15 A paradigm shift: Two Speed Architecture Customer Oriented Functions Back Office Functions
  16. 16. Leverage Pre-build Digital Accelerators Customer experience: the key ingredients 16 Launchpad Widgets Retail | Wealth | Commercial 1
  17. 17. Customer experience: the key ingredients Culture & Process - New Digital Power Values 17 Old IT Power Values New Digital Power Values
  18. 18. 18 Omni-channel and the changing channel mix
  19. 19. Omni-channel and the changing channel mix 61% 25% 8% 6% Extremely important Very important Important Somewhat important 19 Seamless Omni-Channel Experiences
  20. 20. Omni-channel and the changing channel mix 20 Current Status of the Omni-Channel 19% 30% 25% 22% 4% Expanding Deploying Experimenting Exploring Not on our radar
  21. 21. Omni-channel and the changing channel mix 21 From Channel Islands to Omni-Channel Source: Forrester Wave for Omni-Channel Banking, September 2015. “Banks will move from Channel Islands to Omni-Channel Banking. This is not about just technology, it's about the path to great customer experience (CX) across all channels, using the right customer touch-point at the right time.”
  22. 22. Omni-channel and the changing channel mix 22 Vertical monoliths vs Horizontal Layers
  23. 23. Omni-channel and the changing channel mix 23 Widgets: Re-Usable Business Capabilities Omni-channel CXP Re-Usable Widgets P2P, Bill Pay, Transfer, …. Payments Messages, Notify, Alert, Chat, … Communication Core Banking, Cards, Accounts, … BANKING SYSTEMS Portfolio, Coupons, Offers, eCommerce, ... 3RD PARTY APPS Spend Analysis, Goals, Cash flow, … PFM Marketing, Campaigns, FAQ, Support, ... Content Origination, Self-Service, etc. Origination
  24. 24. Omni-channel and the changing channel mix 24 Omni-Channel Orchestration Layer Core Systems Core Systems Digital Banking Services •  Banking: Transactions, Cleansing, Categorize, Enrich, Savings, Budgets, Payments, Accounts, Entitlements, … •  Universal: Alerts, Notifications, Message Center, Auditing, Contacts, … •  Re-Use & Rationalize Existing Systems Widget Widget Widget Widget API API API Digital Banking Services CXP Integration Services
  25. 25. Omni-channel and the changing channel mix 25 Four Scenarios of the Future Bank After Alessandro Hatami, published on Banknxt. Scenario 1 Better Bank Scenario 2 New Bank Scenario 3 Distributed Bank Scenario 4 Omni-Channel Bank Built-for-Digital Banking Platform Digital Banking Interface Banking Services Aggregator Full Omni-Channel Banking Interface Fintech Providers Fintech Providers Fintech Providers Legacy Banking Platform Fintech Providers Fintech Providers Fintech Providers Banking Platform Customers
  26. 26. Startups win by doing one (1) thing well Banks win by integrating the UX using APIs. 26
  27. 27. Omni-channel and the changing channel mix Technology : API Gateway Enterprise API Delivery Platform •  Leverage existing systems, processes, & relationships •  Support multiple platforms from a single infrastructure •  Convert backend interfaces into usable external APIs •  Meet enterprise security, compliance, & operational requirements Partners API Owners Applications Own APIs 3rd Party APIs Partner Platform Internal Platform
  28. 28. Omni-channel and the changing channel mix Business : Accelerate Digital + Monetize your Assets
  29. 29. 29 Regain control in the era of digitization
  30. 30. Regain control in the era of digitization 0 10 20 30 40 50 60 Physical Channels Agents Contact Center Online (web) Mobile Other 30 What channel drives the most revenue? 2015
  31. 31. Regain control in the era of digitization 0 10 20 30 40 50 60 Physical Channels Agents Contact Center Online (web) Mobile Other 31 And your expectations for 2020? 2020
  32. 32. Regain control in the era of digitization 30% 25%7% 7% 30% 1% Public Marketing Site Campaign Pages Closed Internet Banking Mobile Apps Social Media Other 32 What Channels can Business Manage?
  33. 33. Regain control in the era of digitization 33 Capitalize on your OLB / MB Traffic 15% 85% Bookmarks Mobile Public Site Closed Environment
  34. 34. Regain control in the era of digitization 34 Create, Measure and Optimize Journeys
  35. 35. Regain control in the era of digitization 35 Empower Business with Visual CX Editor
  36. 36. Regain control in the era of digitization 36 Enable Business & IT collaboration
  37. 37. Digital Transformation Economics
  38. 38. Digital transformation economics 38 Digital Banking Economics – Channel Costs $ 4.10 $ 0.50 $ 0.05 Source:
  39. 39. Digital transformation economics Digital Banking Economics – Channel Costs
  40. 40. Digital transformation economics 40 The Branch is Certainly Not Dead Source:
  41. 41. Digital transformation economics Impact – Digital correlates with Profit Margin
  42. 42. 42 Banks need to start their journey now
  43. 43. Start your journey now Our mission is to help Financials to Create, Manage, and Optimize Omni-Channel Customer Interactions. 43
  44. 44. Start your journey now 44 Backbase = Omni-Channel Banking Leader Forrester Market Wave for Omni-Channel Banking Solutions Jost Hopperman (September 2015) “Backbase leads the Pack”. ü  Broad business capabilities, ü  Rich customer experience, ü  Very solid technology and architecture
  45. 45. Start your journey now Digital Transformation RoadmapDigital Transformation Not restricted to channels or technology only, needs to be a holistic transformation across back- office, staff and operations as well. About building the right mix of “Bricks and Clicks”. No silver bullet, it has to be unique strategy based on business drivers, customer segment, goals etc.
  46. 46. Start your journey now 46 Our Mission: Make you a digital leader
  47. 47. Get the report 47 Efma & Backbase present Omni-channel banking The digital transformation roadmap All you need to create the 10x better bank. -  15+ executive interviews -  100+ survey respondents -  7 habits by Roberto Ferrari See @backbase on Twitter.
  48. 48. Questions? 48
  49. 49. www.backbase.com Thank you! @joukpleiter & @jelmerdejong

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