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Online Banking 2.0 webinar, October 28, 2010 by Jouk Pleiter

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Online Banking 2.0 webinar, October 28, 2010 by Jouk Pleiter

  1. 1. Customer Experience Solutions. Delivered. Online Banking 2.0 Webinar Jouk Pleiter
  2. 2. INTRODUCING : RICH PORTAL SOFTWARE Customer Experience Solutions. Delivered.
  3. 3. What we Deliver : Portal Solutions for Financials Customer Experience Solutions. Delivered. + Customer Engagement Expert Services Portal Software Online Banking 2.0 (Backbase & UXP Partners)
  4. 4. WE WORK GLOBAL
  5. 5. Customer Experience Solutions. Delivered. Value Proposition Customer Experience Solutions
  6. 6. Vision (1) : Outside-In = Customer Enablement Customer Experience Solutions. Delivered. INTERNAL SYSTEMS AND PLATFORMS INSIDE-OUT APPROACH WEB ENABLEMENT OUTSIDE-IN APPROACH Customer Enablement CUSTOMER EXPERIENCE
  7. 7. Vision (2) : One-Site : Seamless Journey <ul><li>Traditional banking sites suffer from the silo syndrome. How to get it right? </li></ul><ul><li>Create a single site – with seamless transition from open to closed </li></ul><ul><li>Benefit: </li></ul><ul><li>seamless customer journey </li></ul><ul><li>integrated secure architecture </li></ul><ul><li>Single platform to manage, monitor and optimize </li></ul>Customer Experience Solutions. Delivered. Open Closed Open – Soft Login - Secure
  8. 8. Vision (3) : UX Layer to unify disparate systems Customer Experience Solutions. Delivered. Seamless Customer Journey Customer Engagement Portal Public Website Online Banking Branch Front-end Call Center Front-end 1:1 customer treatment (targeting, segmentation) Business Rules collect customer preferences (implicit & explicit) Customer Profile Transcational Core Banking CRM, … Other Back-end Functions PFM, … 3 rd Party Functions Consistent across Channels Content Simulation, Calculators, … Advisory Tools
  9. 9. Vision (4) : e-Business in Control Customer Experience Solutions. Delivered. INTERNAL SYSTEMS AND PLATFORMS Flexible UX-Layer CHANGE REQUIREMENTS CHANGE CAPABILITY
  10. 10. Solution : Backbase Customer Engagement Platform Customer Experience Solutions. Delivered. Web Site 1.0 Core Banking Systems & Processes Customer Engagement Platform Superior Experience Any Place Any Device Personalization & Targeting Advisory Tools Easy Portal Management Social Integration Customer In Control Interactive Forms
  11. 11. Customer Experience Solutions. Delivered. Product Overview Next Generation Portal Software
  12. 12. Bank 2.0 Portal : Functional Overview Customer Experience Solutions. Delivered. Customer Engagement Platform Security Services Personalization Services Content Services Presentation Services Aggregation Services PORTAL MANAGER MY BANK Customer in Control Business in Control IT in Control Internal Systems & Processes
  13. 13. Customers : In Control Customer Experience Solutions. Delivered. IT E-BUSINESS CUSTOMERS Customer in Control Any Place Any Device IT in Control Secure & Flexible Business in Control Manage & Optimize
  14. 14. Customer Experience Solutions. Delivered. Retail + Small Business Banking (12 Million Customers) Customer in Control
  15. 15. Customer Experience Solutions. Delivered. Wealth Management : Any Time, Any Place, Any Device Customer in Control
  16. 16. Business : In Control Customer Experience Solutions. Delivered. IT CUSTOMERS E-BUSINESS Customer in Control Any Place Any Device IT in Control Secure & Flexible Business in Control Manage & Optimize
  17. 17. Customer Experience Solutions. Delivered. Portal Manager : e-Business Dashboard Business in Control
  18. 18. Customer Experience Solutions. Delivered. Portal Manager : Advanced Targeting Business in Control
  19. 19. Customer Experience Solutions. Delivered. Portal Manager : Interactive Forms Business in Control
  20. 20. IT : In Control Customer Experience Solutions. Delivered. CUSTOMERS E-BUSINESS IT Customer in Control Any Place Any Device IT in Control Secure & Flexible Business in Control Manage & Optimize
  21. 21. IT in Control : Portal Technology Services Customer Experience Solutions. Delivered. Internal Systems & Processes Loosely Coupled Presentation Layer Loosely Coupled Integration
  22. 22. IT in Control : Portal Technology Services Customer Experience Solutions. Delivered. Existing infrastructure Mash-up Services Security Services Content Services Rules Services Presentation Services Personalization Services USER PROFILE CONTENT REPOSITORY Social Services
  23. 23. Customer Experience Solutions. Delivered. WWW.BACKBASE.COM [email_address] SAN FRANCISCO: +1 866 800 8996 AMSTERDAM: +31 (0)20 465 8888 Thank you for your Time

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