CUSTOMERNEXT is a complete, self-authoring, end-to-end digital build environment that contains designers which completely abstract the complexity of building and wiring complex digital journeys delivering radical transformation of customer experiences, across both assisted and self-service channels. Learn More: https://customernext.com

1. MORE INTELLIGENCE. MORE INDEPENDENCE. MAKE DIGITAL
JOURNEYS MORE REWARDING FOR SELF-SERVING CUSTOMERS

2. Successful digital strategies require banks to deliver instant gratification
to its customers by focusing on outcomes and redesigning processes
to respond to expectations of a “one and done” approach. Winning
banks have focused on building their journeys differently, often focusing
on developing technology which allows them to create change-ready
digital journeys that can be iterated continuously as processes are
re-engineered to deliver near real-time results.
CUSTOMERNEXT is a complete, self-authoring, end-to-end digital build
environment that contains designers which completely abstract the
complexity of building and wiring complex digital journeys delivering
radical transformation of customer experiences, across both assisted
and self-service channels.
What is CUSTOMERNEXT?
CUSTOMERNEXT meets the 5 critical elements of a digital journey
RECOGNIZE
CUSTOMER 01
PRIZE
OPTIMIZATION 02
WIN-BACK
PROCESS 03
USER
EXPERIENCE 04
OFFER
MANAGEMENT
Can you recognize an existing customer
and accordingly modify the journey?
Does your digital platform consider
credit score before making an offer?
Are you enabled to communicate value
propositions for customer win-back?
Can your interface engage impatient
customers with minimal inputs?
Can you tap into central offers for
faster journey or cross-sell? 05

3. À Extensive coding needed to develop workflows and screens
À Brittle and difficult to maintain UX code
À Assisted and self-service channels are separate and do
not share screens or workflows
À Expensive to change and maintain
À Slow to react to market changes, consumer and
technology demands
À Heavy dependency on availability of custom APIs
À Difficult to maintain integration touchpoints
À Limited capability to create dynamic journeys based on
user behavior
À Establishing an effective win-back process
À Nightmare of orchestrating across multiple platforms, BPM,
Business Rules, UI and Integrations
À Ability to trace problems across multiple disparate components
CHALLENGES WITH
ALTERNATIVE
PLATFORMS

4. WHY
CUSTOMERNEXT
À Build change ready customer and employee journeys
À Focus on customer experience and logical business outcome rather than
technology plumbing
À Map and abstract complex underlying eco-system
À Provide true omni-channel experiences which can be started and resumed
in any digital or assisted channel
À Create smart & dynamic journey maps without requiring complex API
development
À Create once, deploy everywhere
À Enable agile and interactive development without requiring code
À Easy to maintain, upgrade and change
À Deliver deep digital end-to-end orchestrated journeys to ensure Instant
gratification
À Institutionalize and practice the best in class win-back process

5. 80%
20%
UI Layer Vivid Screen DesignerTM
Vivid Flow DesignerTM
David Decision EngineTM
Mashup AnywhereTM
Autonoma IntegrationTM
Master
Management
Persistency
Management
Business Rule
Management
Integration
7 Layers Of Designers
Deep digital, delivered to the core
Omni Channel Customer Experience
Experience Orchestration
Personalization
Autonomous Integration Capability
Call center Kiosk Social
Mobile Desktop IOT Branch
Document
reading
Biometric
Auth
Smart decision
engine
Robotic process
automation
Dynamic
pricing
Personalized
offers
Loyalty
programme
Next best
action
Core
Banking
Data
Warehouse
Origination
System
Business
Intelligence
Be Where Your Customers Are

6. VIVID Screen DesignerTM
Design responsive screens for change ready journeys
on the fly. Modify backgrounds and add validations on
fields with a drag and drop designer. Intuitively define
data sources and custom actions.
VIVID Jouney BuilderTM
Create personalized customer journeys and consume
microservices with drag and drop screen navigation
elements. Stich together multiple elements with real
time redirection and API calls.
Self Service Portal
Empower customers to take control of their profile
by enabling them to view all their product holdings,
service request status and updates, interaction history,
personalized offers etc. Deliver instant fulfilment with
quick action links and straight through processing.
Banking leaders agree that digital
transforms them from reactive to
proactive.
90%
CUSTOMER EXPERIENCE LAYER

7. Autodoc with OCR
Capture and upload specific documents related to the custom
products offered to the customers. Digitally capture data from
machine generated documents viz National Id, Driver’s Licence,
Social Security Card etc. with the help of OCR (Optical Character
Recognition) and auto populate fields in workflows. Eliminate manual
intervention in terms of data entry and review.
Biometric Adaptors
CUSTOMERNEXT comes with in build adaptors for reading biometric
data from various standard biometric devices i.e secugen, evolute etc.
Autofill forms by fetching data from National Repositories i.e Social
Security etc. to validate the customer and perform KYC related
logging and verification.
Natural Language Processing
Deliver true omnichannel experience with IoT strategies through
Amazon Alexa, Google Home etc. Use NLP to automate document
processing, analysis and customer service activities, including
intelligent search, data analysis for insights and deploying chatbots
for customer service.
EXPERIENCE ORCHESTRATION LAYER
Customers reported
willingness to start buying
through digital channels.
80%

8. IRIS Based Authentication
Bring in additional layer of security through CUSTOMERNEXT’s
IRIS based authentication. Make authentication hassle free and
deliver easier access to digital banking with compliant IRIS scans
and third party APIs and CRMNEXT validation methods.
Ready 90+ Connectors
Credit Bureaus
Tax ID and Return Databases
Dedupes
Video KYC
OCR
eSign & eStamp
Utility Databases
LOS
LMS
Core Banking
Fintech
Credit Card Systems
Bank Statement Analysis
Social Security Databases
AML
AUTONOMA Integration EngineTM
Bring together multiple systems and empower users to configure,
maintain and deliver advanced pattern based integration, even in
complex IT environments, in a single platform. Get a ready to use
integration patterns support with web services, message queues,
batch files and legacy integrations and pre-built adapters for
common third-party systems.
*The connectors displayed here are a glimpse of an exhaustive list.

9. PERSONALISATION LAYER
Smart Decisioning with DATANEXT
Build big data driven decision Models with a visual
designer that uses powerful flows, decision tables,
hierarchial structure for complex rules etc. Run the
decisioning rules on any channel and device.
Robotic Process Automation with AutoflowTM
Automate all your complex business flows to enable end to
end digital process ownership without manual intervation.
Design change ready processes on a intuitive visual
designer without coding.
Smart Dedupe
CUSTOMERNEXT can identify existing customer across any
channel i.e website, Branch, Mobile, facebook, KIOSK etc.
and personalise the journey for each customer.
Loyalty Programme & Customised Offers
Analyze customer behaviour with machine learning and
whitespace analysis with algorithmic modeler and generate
personalised offers. Use guided selling to pitch at right time
to customer across any device, any channel, thus boosting
conversion probability.
Master Data Management
Manage all the data for frictionless journeys on a single
secure platform with an intuitive interface and deliver next
level of personalization. Navigate and manage huge data
sets without developer assistance. Easily understand, patterns,
deviations and suggest corrective measures. Manage access
with role wise based on hierarchy levels.

10. Rajesh Wagh - Vice President (IT)
HDFC BANK
We believe in CRMNEXT. With over 1,00,000+
users & 4,500+ branches & multiple integration
points, it was hard for any system to match our
expectations. We have enjoyed 99.9% uptime
availability & seamless scalability. It just seems
perfect.
“
“
Sanjay Gupta, President & Business
Head – IT, Kotak Mahindra Bank
The challenges posed by a dynamic business
environment has necessitated that we constantly
innovate and upgrade ourselves to make
banking seamless for our customers. CRMNEXT
platform is a strategic investment, enabling us
to deploy smart, intelligent journeys resulting
in faster fulfillment and go to market for our
new products and services and lower cost of
sales. It has boosted our capabilities to deliver
superlative customer experience and further
strengthen customer loyalty.
“
“
Faizal Eledath - CIO & Head of
Transformation, National Bank of Oman
CRMNEXT has enabled us to build a robust
service platform with a unified and flexible
interfacetomanageallourcustomertouchpoints
for marketing, sales and service management.
“
“
Eric Vas, President, Motorcycle Business
Bajaj Auto Finance
The platform offers high flexibility, scalability
options and automated end to end loan
origination process.
“
“
Soumitra Sen - Head - Consumer
Banking, Indusind Bank
We are delighted to integrate our banking
systems with the CRMNEXT platform
which will help automate and personalize
processes, so that we can focus on meeting
the unique needs of every customer and be
even more strongly able to deliver stellar
user experiences across the board.
Nguyen Huu Hung - Head Of
Strategic Projects & Data Analytic,
TP Bank
With CRMNEXT we have been able to
successfully bring all processes related
to customer relationship including sales,
services, campaigns, and performance
management across all physical and digital
channels on a unified agile platform.
“
“
“
“
Sanjay Silas - resident & Head
Branch Banking, AXIS Bank
We found a partner in CRMNEXT that was
agile and could understand the business
and technology.
“
“
Ittira Davis - COO & Head of Transition,
Ujjivan Financial Services Ltd.
As we get set to launch our banking operations,
customer engagement and satisfaction is our
top priority. And we wanted to take-off quickly.
We chose CRMNEXT’s Assisted Bank-in-a-Box
solution because of synergies in the product’s
offerings and our vision. Ujjivan will be focusing
highly on mobility solutions and will implement
mobile technology using mobiles and handheld
devices to reach the rural customers.
“
“
TESTIMONIALS

11. WORKING WITH THOUGHT LEADERS GLOBALLY
Contact: sales@crmnext.com
 www.crmnext.com | B highimpactcrm.com | L @crmnext
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