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The Future of Omni-Channel Banking

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The Future of Omni-Channel Banking

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Description

In this webinar we are looking at omni-channel banking experiences. Today's consumer has several channels they can use to interact with their bank, and they want to use all of them. Financial institutions can, and should, communicate with their customers across all channels, not just one or two. A single platform with a rich customer experience layer makes it possible to create omni-channel strategies that use all channels and meet the needs of the 'connected consumer'. Real omni-channel banking is about more than a brand being available on a variety of touchpoints, it is about creating a multi-faceted, unified customer experience.

Backbase's CEO and co-founder, Jouk Pleiter along with Global Head of Marketing, Jelmer de Jong, will discuss the latest strategies and best practices to help your bank successfully deliver a truly omni-channel banking experience.

Topics include:
- Best practices for creating an omni-channel Bank experience
- Strengthening the brand by combining offline and online
- The future of distribution: The hybrid approach
- Next steps - How to continuously improve your omni-channel experience

Transcript

  1. Customer Experience Solutions. Delivered. 1 The Future of: Omni-Channel Banking Backbase Webinar, May 29, 2013.
  2. Customer Experience Solutions. Delivered. 2 What is Omni-Channel Banking?
  3. Customer Experience Solutions. Delivered. 3 Introduction: The Ages of Business source: Outside In – Forrester Research 1900 1920 1940 1960 1980 2000 2010 1960 -1990 Age of Distribution 900 -1960 Age of Manufacturing 1990 - 2010 Age of Information 2010 - ??? Age of the Customer
  4. Customer Experience Solutions. Delivered. 4 The Evolution Towards Omni-Channel Banking •  Customers experience a single type of touch-point. •  Banks have a single type of touch-point. •  Customer sees multiple touch-points acting independently. •  Banks’ channel knowledge and operations exist in technical & functional silos •  Customers sees multiple touch-points as part of the same brand •  Banks have a single view of the customer but operate in functional silos •  Customers experience a brand, not a channel within a brand •  Banks leverage their single view of the customer in coordinated and strategic ways
  5. Customer Experience Solutions. Delivered. 5 Transition: From Bank 1.0 to Bank 2.0 Architecture Bank 1.0 Architecture Bank 2.0 Architecture
  6. Customer Experience Solutions. Delivered. 6 Trends Leading Omni-Channel Banking
  7. Customer Experience Solutions. Delivered. 7 Source: Google Inc.
  8. Customer Experience Solutions. Delivered. 8 Source: Google Inc.
  9. Customer Experience Solutions. Delivered. 9
  10. Customer Experience Solutions. Delivered. 10
  11. Customer Experience Solutions. Delivered. 11
  12. Customer Experience Solutions. Delivered. 12 Source: Google Inc.
  13. Customer Experience Solutions. Delivered. 13 Omni-Channel Banking: The Challenges
  14. Customer Experience Solutions. Delivered. 14
  15. Customer Experience Solutions. Delivered. 15 Static Static
  16. Customer Experience Solutions. Delivered. 16 Human Human
  17. Customer Experience Solutions. Delivered. 17 Interative Interactive
  18. Customer Experience Solutions. Delivered. 18
  19. Customer Experience Solutions. Delivered. 19 Branch ATM Call Center Kiosk Website SocialTablets Phones Brick & Mortar Digital Omni-Channel Customer Experience Omni-Channel Experience: Any Time, Any Place
  20. Customer Experience Solutions. Delivered. 20 Integration / Aggregation Context & Presence Presentation / Cross Device Security / Identify Alert & Notify Content Personalization The Omni-Channel Portal: Linked Services Preferences / Behavior
  21. Customer Experience Solutions. Delivered. 21 The Omni-Channel Portal: Layered Approach
  22. Customer Experience Solutions. Delivered. 22 ABN AMRO Enterprise Portal Framework : employee & customer facing Largest Implementation : 6 Mio active Internet Banking users Multi channel & device delivery : internet, mobile, branch, call Stack : Backbase + Tibco | Implementation : Cap Gemini + TCS
  23. Customer Experience Solutions. Delivered. 2323 Deutsche Bank Multi-channel Implementation : internet, mobile, branch, call Cascading multi-site portal deployment: 6 Countries, 8 Languages Enterprise standard across Europe | Implementation : GFT & HCL
  24. Customer Experience Solutions. Delivered. 24 Make it Happen: Cross Device
  25. Customer Experience Solutions. Delivered. 25 Security Services Personalization Services Content Services ‘Integration Services … Re-use Backbase Portal Services, Re-use Widget across Multiple Devices RENDERING SERVICES Device Recognition Server-Side Rendering Templates Client-Side Rendering Write Once Run Everywhere
  26. Customer Experience Solutions. Delivered. 26 Backbase BANK 2.0 Portal Mobile Optimized Widgets + (1) Direct To Browser (2) Native App Wrapper NATIVE WRAPPER Hybrid Delivery Model : HTML5 + Native Wrapper + +
  27. Customer Experience Solutions. Delivered. 27 Integration Layer Core Systems My Profile My Content My Activities Process Cross Channel Orchestration Payment Treasury Risk Mngt FX Etc. Web Services Pre-fill Straight Through Processing Etc. Orchestration : Streamline Cross Device Journeys My Network Customer TABLET Customer MOBILE Front-Office Portals Customer WEB
  28. Customer Experience Solutions. Delivered. 28 Make it Happen: Customer Profile
  29. Customer Experience Solutions. Delivered. 29 Build Customer Profile : Leverage multiple sources Digital channels enable banks to implement 1:1 marketing principles on a large scale at relative low cost. CRM data: Leverage “next best offer” instructions from analytical CRM infra. Push online channel data back into CRM data warehouse. Self Personalization: enable customers to set their personal preferences and customize the portal to their needs. Behavior Tracking: track individual user behavior within digital channels (web, tablet, mobile) Contextual Delivery: leverage contextual data (e.g. device type, geo location) Social : re-use social graph data to make dialog more personal CRM Data Self Personalization Behavior Tracking Context Aware Social Data NEW NEW NEWNEW
  30. Customer Experience Solutions. Delivered. 30 Targeting : Increase Online Sales Preferences Behavior Preferences Behavior Preferences Preferences Behavior Behavior CRM Social CRM Social CRM CRM Social Social Context Context Context Context Target Target Target Target CONVERSION CONVERSION CONVERSION CONVERSION $ $ $ $
  31. Customer Experience Solutions. Delivered. 31 Making it SMART
  32. Customer Experience Solutions. Delivered. 32 Cross Channel Customer Journeys
  33. Customer Experience Solutions. Delivered. 33 Act SMART: Catch up to (and keep up with) your customers S Segment customers M Modularize capabilities A Anticipate customer needs R Reward employees T Tailor touchpoints + experiences … By needs and value, into the smallest possible groups. Source & Concept: MCorp Consulting.
  34. Customer Experience Solutions. Delivered. 34 Act SMART: Catch up to (and keep up with) your customers S Segment customers M Modularize capabilities A Anticipate customer needs R Reward employees T Tailor touchpoints + experiences … To increase your flexibility and responsiveness. Source & Concept: MCorp Consulting.
  35. Customer Experience Solutions. Delivered. 35 Act SMART: Catch up to (and keep up with) your customers S Segment customers M Modularize capabilities A Anticipate customer needs R Reward employees T Tailor touchpoints + experiences … By understanding the data surrounding your customers. Source & Concept: MCorp Consulting.
  36. Customer Experience Solutions. Delivered. 36 Act SMART: Catch up to (and keep up with) your customers S Segment customers M Modularize capabilities A Anticipate customer needs R Reward employees T Tailor touchpoints + experiences … And give them tools to help your company act smart. Source & Concept: MCorp Consulting.
  37. Customer Experience Solutions. Delivered. 37 Act SMART: Catch up to (and keep up with) your customers S Segment customers M Modularize capabilities A Anticipate customer needs R Reward employees T Tailor touchpoints + experiences … To meet customer needs, and exceed expectations. Source & Concept: MCorp Consulting.
  38. Customer Experience Solutions. Delivered. 38 Q&A
  39. Customer Experience Solutions. Delivered. 39 image courtesy: http://www.flickr.com/photos/beeteeoh/3298373727/ Thank You!

Description

In this webinar we are looking at omni-channel banking experiences. Today's consumer has several channels they can use to interact with their bank, and they want to use all of them. Financial institutions can, and should, communicate with their customers across all channels, not just one or two. A single platform with a rich customer experience layer makes it possible to create omni-channel strategies that use all channels and meet the needs of the 'connected consumer'. Real omni-channel banking is about more than a brand being available on a variety of touchpoints, it is about creating a multi-faceted, unified customer experience.

Backbase's CEO and co-founder, Jouk Pleiter along with Global Head of Marketing, Jelmer de Jong, will discuss the latest strategies and best practices to help your bank successfully deliver a truly omni-channel banking experience.

Topics include:
- Best practices for creating an omni-channel Bank experience
- Strengthening the brand by combining offline and online
- The future of distribution: The hybrid approach
- Next steps - How to continuously improve your omni-channel experience

Transcript

  1. Customer Experience Solutions. Delivered. 1 The Future of: Omni-Channel Banking Backbase Webinar, May 29, 2013.
  2. Customer Experience Solutions. Delivered. 2 What is Omni-Channel Banking?
  3. Customer Experience Solutions. Delivered. 3 Introduction: The Ages of Business source: Outside In – Forrester Research 1900 1920 1940 1960 1980 2000 2010 1960 -1990 Age of Distribution 900 -1960 Age of Manufacturing 1990 - 2010 Age of Information 2010 - ??? Age of the Customer
  4. Customer Experience Solutions. Delivered. 4 The Evolution Towards Omni-Channel Banking •  Customers experience a single type of touch-point. •  Banks have a single type of touch-point. •  Customer sees multiple touch-points acting independently. •  Banks’ channel knowledge and operations exist in technical & functional silos •  Customers sees multiple touch-points as part of the same brand •  Banks have a single view of the customer but operate in functional silos •  Customers experience a brand, not a channel within a brand •  Banks leverage their single view of the customer in coordinated and strategic ways
  5. Customer Experience Solutions. Delivered. 5 Transition: From Bank 1.0 to Bank 2.0 Architecture Bank 1.0 Architecture Bank 2.0 Architecture
  6. Customer Experience Solutions. Delivered. 6 Trends Leading Omni-Channel Banking
  7. Customer Experience Solutions. Delivered. 7 Source: Google Inc.
  8. Customer Experience Solutions. Delivered. 8 Source: Google Inc.
  9. Customer Experience Solutions. Delivered. 9
  10. Customer Experience Solutions. Delivered. 10
  11. Customer Experience Solutions. Delivered. 11
  12. Customer Experience Solutions. Delivered. 12 Source: Google Inc.
  13. Customer Experience Solutions. Delivered. 13 Omni-Channel Banking: The Challenges
  14. Customer Experience Solutions. Delivered. 14
  15. Customer Experience Solutions. Delivered. 15 Static Static
  16. Customer Experience Solutions. Delivered. 16 Human Human
  17. Customer Experience Solutions. Delivered. 17 Interative Interactive
  18. Customer Experience Solutions. Delivered. 18
  19. Customer Experience Solutions. Delivered. 19 Branch ATM Call Center Kiosk Website SocialTablets Phones Brick & Mortar Digital Omni-Channel Customer Experience Omni-Channel Experience: Any Time, Any Place
  20. Customer Experience Solutions. Delivered. 20 Integration / Aggregation Context & Presence Presentation / Cross Device Security / Identify Alert & Notify Content Personalization The Omni-Channel Portal: Linked Services Preferences / Behavior
  21. Customer Experience Solutions. Delivered. 21 The Omni-Channel Portal: Layered Approach
  22. Customer Experience Solutions. Delivered. 22 ABN AMRO Enterprise Portal Framework : employee & customer facing Largest Implementation : 6 Mio active Internet Banking users Multi channel & device delivery : internet, mobile, branch, call Stack : Backbase + Tibco | Implementation : Cap Gemini + TCS
  23. Customer Experience Solutions. Delivered. 2323 Deutsche Bank Multi-channel Implementation : internet, mobile, branch, call Cascading multi-site portal deployment: 6 Countries, 8 Languages Enterprise standard across Europe | Implementation : GFT & HCL
  24. Customer Experience Solutions. Delivered. 24 Make it Happen: Cross Device
  25. Customer Experience Solutions. Delivered. 25 Security Services Personalization Services Content Services ‘Integration Services … Re-use Backbase Portal Services, Re-use Widget across Multiple Devices RENDERING SERVICES Device Recognition Server-Side Rendering Templates Client-Side Rendering Write Once Run Everywhere
  26. Customer Experience Solutions. Delivered. 26 Backbase BANK 2.0 Portal Mobile Optimized Widgets + (1) Direct To Browser (2) Native App Wrapper NATIVE WRAPPER Hybrid Delivery Model : HTML5 + Native Wrapper + +
  27. Customer Experience Solutions. Delivered. 27 Integration Layer Core Systems My Profile My Content My Activities Process Cross Channel Orchestration Payment Treasury Risk Mngt FX Etc. Web Services Pre-fill Straight Through Processing Etc. Orchestration : Streamline Cross Device Journeys My Network Customer TABLET Customer MOBILE Front-Office Portals Customer WEB
  28. Customer Experience Solutions. Delivered. 28 Make it Happen: Customer Profile
  29. Customer Experience Solutions. Delivered. 29 Build Customer Profile : Leverage multiple sources Digital channels enable banks to implement 1:1 marketing principles on a large scale at relative low cost. CRM data: Leverage “next best offer” instructions from analytical CRM infra. Push online channel data back into CRM data warehouse. Self Personalization: enable customers to set their personal preferences and customize the portal to their needs. Behavior Tracking: track individual user behavior within digital channels (web, tablet, mobile) Contextual Delivery: leverage contextual data (e.g. device type, geo location) Social : re-use social graph data to make dialog more personal CRM Data Self Personalization Behavior Tracking Context Aware Social Data NEW NEW NEWNEW
  30. Customer Experience Solutions. Delivered. 30 Targeting : Increase Online Sales Preferences Behavior Preferences Behavior Preferences Preferences Behavior Behavior CRM Social CRM Social CRM CRM Social Social Context Context Context Context Target Target Target Target CONVERSION CONVERSION CONVERSION CONVERSION $ $ $ $
  31. Customer Experience Solutions. Delivered. 31 Making it SMART
  32. Customer Experience Solutions. Delivered. 32 Cross Channel Customer Journeys
  33. Customer Experience Solutions. Delivered. 33 Act SMART: Catch up to (and keep up with) your customers S Segment customers M Modularize capabilities A Anticipate customer needs R Reward employees T Tailor touchpoints + experiences … By needs and value, into the smallest possible groups. Source & Concept: MCorp Consulting.
  34. Customer Experience Solutions. Delivered. 34 Act SMART: Catch up to (and keep up with) your customers S Segment customers M Modularize capabilities A Anticipate customer needs R Reward employees T Tailor touchpoints + experiences … To increase your flexibility and responsiveness. Source & Concept: MCorp Consulting.
  35. Customer Experience Solutions. Delivered. 35 Act SMART: Catch up to (and keep up with) your customers S Segment customers M Modularize capabilities A Anticipate customer needs R Reward employees T Tailor touchpoints + experiences … By understanding the data surrounding your customers. Source & Concept: MCorp Consulting.
  36. Customer Experience Solutions. Delivered. 36 Act SMART: Catch up to (and keep up with) your customers S Segment customers M Modularize capabilities A Anticipate customer needs R Reward employees T Tailor touchpoints + experiences … And give them tools to help your company act smart. Source & Concept: MCorp Consulting.
  37. Customer Experience Solutions. Delivered. 37 Act SMART: Catch up to (and keep up with) your customers S Segment customers M Modularize capabilities A Anticipate customer needs R Reward employees T Tailor touchpoints + experiences … To meet customer needs, and exceed expectations. Source & Concept: MCorp Consulting.
  38. Customer Experience Solutions. Delivered. 38 Q&A
  39. Customer Experience Solutions. Delivered. 39 image courtesy: http://www.flickr.com/photos/beeteeoh/3298373727/ Thank You!

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