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Adapting to Digital Change: Use APIs to Delight Customers & Win

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Learn about innovative approaches to differentiating, extending reach and establishing trust in financial service.

Web and mobile technologies have changed the way we bank, spend money and manage our finances. Using APIs to expose backend systems is central to how financial services organizations are using these digital channels to maximize customer engagement and extend reach into new markets.

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Adapting to Digital Change: Use APIs to Delight Customers & Win

  1. 1. Adap%ng to Digital Change: Use APIs to Delight Customers & Win How to differen,ate, extend reach and establish trust in financial services David Bressler – VP Financial Services, CA Technologies Tyson WhiEen – Director API Management, CA Technologies
  2. 2. API Management and Security © 2014 CA. All rights reserved.
  3. 3. Framing the Discussion § Making the transi%on to digital § Opportunity with loyalty programs, loans and insurance § Need to balance security with UX § Value of API Management § API Case studies § Takeaways 3 © 2014 CA. ALL RIGHTS RESERVED.
  4. 4. Industry Observa%ons 4 © 2014 CA. ALL RIGHTS RESERVED.
  5. 5. Time to Change the Finance Game DIGITAL RECOMMENDATIONS NEW DISTRIBUTION CHANNELS 5 © 2014 CA. ALL RIGHTS RESERVED. SECURITY FOR TRUST GOOD UX DRIVES ADOPTION
  6. 6. 6 © 2014 CA. ALL RIGHTS RESERVED.
  7. 7. Not just through your credit card website anymore Pay with Rewards Points 7 © 2014 CA. ALL RIGHTS RESERVED.
  8. 8. You Can Pay With Points at Amazon… … Wouldn’t it be great to pay other places too? 8 © 2014 CA. ALL RIGHTS RESERVED.
  9. 9. Why Would the Business Want More Places to Pay? ü Loyalty points are a balance sheet item ü Major element of customer loyalty & acquisi%on ü When they’re more “usable” they’re more valuable and they’re more engaging for the customer ü One can imagine future benefits… ü Big data mining of customer behaviors ü Gaming the point:currency exchange rate based on behaviors 9 © 2014 CA. ALL RIGHTS RESERVED.
  10. 10. API Strategy Enables Business Innova%on ü Mobile is an opportunity to engage customer at the point of the customer journey where they are most open to making a favorable decision towards the brand ü Trend: Element of becoming a plajorm and unbundling capabili%es and repackaging them into other apps in order to create a seamless and delighjul experience 10 © 2014 CA. ALL RIGHTS RESERVED.
  11. 11. Employee Perks or Loyalty Rewards Shopping API’s enable new distribu,on models and enhanced UX 11 © 2014 CA. ALL RIGHTS RESERVED.
  12. 12. Loan Origina%on Imagine an Employee Loan Benefit ü Employer has salary & employment history informa%on that is asked on loan applica%ons, why not auto-­‐complete loan applica%on for “instant” loan approval (improving the experience)? ü This kind of benefit becomes more accessible for employees, therefore beEer business for the bank ü Integra%on creates fric%on for the bank’s customers should they explore other providers There are tons of opportunities to eliminate friction & complexity 12 © 2014 CA. ALL RIGHTS RESERVED.
  13. 13. Opportunity to Unbundle Create personalized offerings ü Unbundling Insurance ü Insure a specific purchase, instead of buying home insurance ü You can buy flight insurance today, but do you? Why not? There’s an opportunity to unbundle trip insurance… or insure per Uber ride or, in emerging economies, per inventory run ü Unbundling Credit ü Why not eliminate all the paperwork for “zero percent financing” deals; rewrap the business model for online shopping? Or even in-­‐ store with iBeacons? 13 © 2014 CA. ALL RIGHTS RESERVED.
  14. 14. BYOD is really BYO Expecta%on § Mobile Apps deliver technology in bite-­‐sized experiences § Technology has become the product § APIs are the flip side of mobile apps; APIs intermediate the big conglomerate that is a company’s digital assets and the delighjul user experience that is the app 14 © 2014 CA. ALL RIGHTS RESERVED.
  15. 15. Enhanced Compliance Efficiency Gains Squeeze Cash Out of Systems Uber manages risk using technology 15 © 2014 CA. ALL RIGHTS RESERVED. Traditional insurance covers the rest
  16. 16. Greenfield Technology Gains Ease Fric%on ü New Models Improve Profitability, Drive Down Costs ü We see Apple adop%ng latest payment tech to reduce fraud and squeeze waste from the system ü An insurance company trusts their underwri%ng model, so a simple blood test rather than a full-­‐blown physical enables them to insure customers in 30 minutes instead of several weeks 16 © 2014 CA. ALL RIGHTS RESERVED.
  17. 17. Challenge – Let Go Delegate the UX complexity while managing trust ü Expand distribu%on channels ü Manage TRUST (through privacy & security) ü Deliver a delighjul UX that reflects well on the brand ü Eliminate fric%on 17 © 2014 CA. ALL RIGHTS RESERVED.
  18. 18. API Management Improve UX while Protec,ng Data
  19. 19. Focus on APIs: Enable Anything, Everywhere Applica%on Access OUTSIDE PARTNERS / DIVISIONS EXTERNAL DEVELOPERS MOBILE APPS CLOUD SERVICES INTERNET OF THINGS 19 © 2014 CA. ALL RIGHTS RESERVED. API Server Data API APPS
  20. 20. 20 © 2014 CA. ALL RIGHTS RESERVED. CA API GATEWAY Manage Developers & APIs … MOBILE DEVELOPERS MOBILE APPS APPS CA API DEVELOPER PORTAL API API API API Design Time Run%me API API
  21. 21. Manage APIs and the Developer Lifecycle Business case Design and publish Health monitoring Version control Performance analy%cs What you need to do § Manage APIs like products: API design, publishing, versioning, usage and performance § Manage developers like customers: marke%ng, onboarding, collabora%on and tes%ng 21 © 2014 CA. ALL RIGHTS RESERVED. Registra%on Onboarding Enablement Tes%ng Discovery Support and Collabora%on Value to your business § Drive business forward and improve business growth § Improve developer acquisi%on and rela%onship development API
  22. 22. Simplify App Access with End-­‐to-­‐end Mobile Security Mobile SDK NaPve App Web App What you need to do 22 © 2014 CA. ALL RIGHTS RESERVED. CA Mobile API Gateway § Authen%cate mobile user § Provide SSO across na%ve and mobile web apps § Fine-­‐grained access control across user, app and device API API Value to your business § Accelerate delivery of new mobile apps § Delight customers with great mobile experiences and ins%ll trust
  23. 23. New Features In CA Mobile API Gateway 2.2 § Mobile SSO Reference App – Organize apps in a single console that integrates with exis%ng iden%ty infrastructures delivering SSO across na%ve, hybrid and web applica%ons. § Cross Device SSO – Allows users to securely access an app on one device and then move seamlessly and securely to an app on a different device § Samsung Knox for APIs – CA with Samsung delivers mobile SSO while requiring device integrity and app containeriza%on checks as a condi%on of accessing APIs 23 © 2014 CA. ALL RIGHTS RESERVED. MULTI-DEVICE UNIVERSE
  24. 24. API Management the Way You Want External Developers API Owners / Admins Business Partners API PORTAL API Gateway Cluster Service Endpoints API PORTAL API Gateway Cluster 24 © 2014 CA. ALL RIGHTS RESERVED. API PORTAL API Gateway Cluster Full SaaS Hybrid On-­‐Premise / MSP API API API
  25. 25. CA API Management Financial Case Studies
  26. 26. Orlando UPliPes Commission (OUC) Closes payment “meter” loop • Customer pays via website or partner • Partner payment sent to OUC API within 6 min. Website • Payment 26 © 2014 CA. ALL RIGHTS RESERVED. applied to customer account • Meter connected within 4 min. Trusted Payment Partner Prepaid Partner Metering Challenges Results § Customer power on in minutes § Support new, current and prepaid customers § Improve customer sa%sfac%on § Recognize revenue in min vs. days § CA API Management Suite § Works with payment partners to collect customer payments § Payments are received 24 hours aser payment § Customers become impa%ent with delay in electricity being turned on once payment is made API
  27. 27. Large Retail Bank Business con%nuity in trading 27 © 2014 CA. ALL RIGHTS RESERVED. Challenges § When trading services are inaccessible, millions of trading opportuni%es are lost, drama%cally impac%ng revenue poten%al Results § CA API Gateway manages access, throEling/rate limi%ng as appropriate to ensure access to back-­‐end trading services § Drama%cally decreased business risk Trading Service Clients Trading Services Mobile Apps API ThroZling
  28. 28. Leading Global Provider of Financial Services Engaging customers with mobile apps 28 © 2014 CA. ALL RIGHTS RESERVED. Challenges § Needed to increase field worker efficiency by allowing data collec%on via iPad, while maintaining regulatory compliance Results § Reduced %me spent on administra%ve tasks § Increased face %me with clients § Enhanced customer experience and image § Full HIPAA compliance Home Hospital Systems of Record LDAP Field App JBoss Services Bus API
  29. 29. Takeaway
  30. 30. Addresses Cri%cal API & Applica%on Economy Needs ENABLE APP DEVELOPERS § Accelerate applica%on delivery by providing flexible access § Provide ‘speed tracks with guard rails’ – embed security into mobile app APIs § Deliver design %me tools to accelerate app development, including interac%ve documenta%on and auto-­‐ generated code samples PROTECT APPs & APPLICATIONS § Enforce authen%ca%on, access controls and authoriza%on policies for APIs § Secure API inputs and API outputs and provide applica%on security, e.g. XSS and schema valida%on § Simplify SSO and federa%on to apps and services through API brokering INTEGRATE EVERYTHING § Streamline integra%on of cloud, on-­‐premise and PaaS services § Comprehensive, extensive mapping and protocol transforma%ons – anything to anything § Flexible deployment models – cloud portal and on-­‐prem gateway 30 © 2014 CA. ALL RIGHTS RESERVED. MONETIZION & THE BUSINESS OF APIS § Easy-­‐to-­‐use and flexible way to generate revenue for the use of APIs § Provide analy%cs and repor%ng on API ac%vity § Deliver billing system integra%on to facilitate a single view into APIs and billing
  31. 31. Recognized World Leader in API Management Forrester Wave: API Management Platforms, Q1, 2013 31 © 2014 CA. ALL RIGHTS RESERVED. “CA has strong features and has a commanding market presence.” Forrester Research Inc., “Forrester Wave: API Management Plajorms, Q1 2013”, February 5, 2013 The Forrester Wave™ is copyrighted by Forrester Research, Inc. Forrester and Forrester Wave™ are trademarks of Forrester Research, Inc. The Forrester Wave™ is a graphical representa%on of Forrester's call on a market and is ploEed using a detailed spreadsheet with exposed scores, weigh%ngs, and comments. Forrester does not endorse any vendor, product, or service depicted in the Forrester Wave. Informa%on is based on best available resources. Opinions reflect judgment at the %me and are subject to change
  32. 32. 32 © 2014 CA. ALL RIGHTS RESERVED. CA World 2014 Las Vegas, Nov 9 – 12 What’s being launched (Brand new) • CA API Developer Portal 3.0 • CA API Developer Portal SaaS • CA Mobile API Gateway 2.2 Security Theater Off-Floor Rooms 17 sessions Demo Area 11 sessions 12 demo sta%ons Genius Bar 8 expert chat areas 1. Advanced Authen%ca%on 2. Single Sign-­‐On 3. Privileged Iden%ty Mgmt. 4. Mobile Security 5. Enterprise Mobility Mgmt 1. Secure Cloud 2. Iden%ty Mgmt. & Gov. 3. Advanced Authen%ca%on 6. Innova%on 7. API Mgmt. 8. Payment Security 9. Iden%ty Mgmt. 10. Cloud IAM 11. Internet of Things 12. CA using ca Securecenter Target Audience: • CISO & IT Security • Enterprise Architect • Business Execu%ve • Fraud & Risk Mgr. 4. Mobility 5. Payment Security 6. API Mgmt. 7. SSO & Federa%on 8. Fraud Preven%on Examples of ExecuPon since CAW ‘13 • CA Risk Analy%cs 5.0 • CA Iden%ty Suite InnovaPon Sneak Peaks • FIDO Authen%ca%on • Step-­‐up Authen%ca%on on IOS 8 • Mobile Wallet • Proximity based access (iBeacon) 6 API Management Customers Speaking
  33. 33. Tyson WhiZen Director Solu%ons Marke%ng Tyson.WhiEen@ca.com @cainc slideshare.net/cainc
  34. 34. David Bressler VP, Financial Services David.Bressler@ca.com @cainc slideshare.net/cainc
  35. 35. Copyright © 2014 CA. The Microsos, SharePoint and Windows Azure logo is either a registered trademark or trademark of Microsos Corpora%on in the United States and/or other countries. The IBM and IBM Tivoli logo is either a registered trademark or trademark of IBM Corpora%on in the United States and/or other countries. All trademarks, trade names, service marks and logos referenced herein belong to their respec%ve companies. THIS PRESENTATION IS FOR YOUR INFORMATIONAL PURPOSES ONLY. CA assumes no responsibility for the accuracy or completeness of the informa%on. TO THE EXTENT PERMITTED BY APPLICABLE LAW, CA PROVIDES THIS DOCUMENT “AS IS” WITHOUT WARRANTY OF ANY KIND, INCLUDING, WITHOUT LIMITATION, ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NONINFRINGEMENT. In no event will CA be liable for any loss or damage, direct or indirect, in connecPon with this presentaPon, including, without limitaPon, lost profits, lost investment, business interrupPon, goodwill, or lost data, even if CA is expressly advised in advance of the possibility of such 35 © 2014 CA. ALL RIGHTS RESERVED. damages.

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