Slides of January 2015 webinar on how to Regain Control of your Digital Strategy, by Pete Chapman, Principal Fintech Strategist at Backbase.

1. Customer Experience Solutions. Delivered.
Peter Chapman
Principal FinTech
Strategist and “Resident
Banker” @ Backbase
Regain Control of
Your Digital
Strategy
“.”1

2. Customer Experience Solutions. Delivered.
Converging Forces
The Perfect Storm
Competition
Regulatory
Pressure
Consumer
Preferences
2

3. Increased Competition
3
Source = @tomloverro

4. Community and Regional Financial Institutions
4

5. What Drives Acquisition and Retention?
5

6. Forrester: Next Gen Digital Financial Services
6
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.

7. Technology Implementations
7

8. Fragmented Technology Delivery
8

9. Differentiation
9

10. Control
10

11. Experience with Bank Core Ability to Introduce new
APIs
PFM, RDC, Bill Pay, etc…
Customer Experience Platform
11
Technology
Platform
The Entire Omni-Channel Customer Journey
Origination Online Tablet
1:1 Marketing
(targeting, segmentation)
Personalization
Full Next Gen
Feature Set
Banking Core Open Architecture 3th Party Integrations
SaaS
Hosting Model
UX Control, Business
Parameters, Intuitive
Admin Capabilities
Marketing Mobile

12. Backbase Engage
Platform to Enable Your Digital Strategy

13. Internal
Apps &
Content
Mobile
Tablets
Apps
Direct 2 Consumer
Closed
Customer
Environment
Public
Marketing
Sites
CXP
Customer Experience Platform
Fast &
Frictionless
CRM
Integration
Security &
Compliance
Process
Integration
Personal &
Relevant
Application
Integration
Superior
Experience
Any Time
Any Place
Distribution Channels
Apps
Content
CRM
Processes
Compliance

14. Branch
ATM
Call Center
Kiosk
Website
SocialTablets
Phones
Omni-Channel Approach : Customer Centric
Omni-Channel = Customer Centric
Omni-Channel
Customer
Interactions
Integration &
Aggregation
Context &
Presence
Presentation &
Cross Device
Roles &
Permissions
Alert & Notify
Content
Management
Personalization
& Targeting
Preferences
& Behavior
Customer Experience Platform

15. Customer Oriented Functions
Back Office Functions
Customer
Experience
Layer
Loosely
Coupled
Integration
ü Customer Journey
ü Digital Commerce
PRODUCTS
& IT SYSTEMS
Outside-In Approach : Customer Centric

16. Open Banking Marketplace
“.”16

17. Hosting Model
“.”17

18. Q&A
18