SlideShare a Scribd company logo
Customer Experience Solutions. Delivered.   1




Digital Banking in 2012


Outlook & Trends
Customer Experience Solutions. Delivered.   2




Our latest white paper on Engagement
Banking is available for download at:

banking.backbase.com/adv/futureofbankin
g-whitepaper.php
Customer Experience Solutions. Delivered.   4



Key Focus Area’s for 2012

 Self-Directed      Customer

 User   Experience

 Mobile   Banking

 Personal   & Relevant
Customer Experience Solutions. Delivered.   5




Self-Directed


Customer
Customer Experience Solutions. Delivered.   6
Customer Experience Solutions. Delivered.   7



Emerging Customer Behavior
Customer Experience Solutions. Delivered.   8
Customer Experience Solutions. Delivered.   9



Emerging Changes in Customer Behaviro
Customer Experience Solutions. Delivered.   10



Paradigm Shift: From ‘Inside-out’ to ‘Outside-in’

                                  Outside-In



                        CUSTOMER
                       EXPERIENCE
                          LAYER
                                               LOOSELY
                                               COUPLED




                       INTERNAL
                        SYSTEMS
                     AND PLATFORMS




                   Inside-Out
Customer Experience Solutions. Delivered.   11




User Experience
Design
Customer Experience Solutions. Delivered.   12



User Experience Design
Customer Experience Solutions. Delivered.   13




      focused campaigns
Customer Experience Solutions. Delivered.   14
Customer Experience Solutions. Delivered.   15
Customer Experience Solutions. Delivered.   16
Customer Experience Solutions. Delivered.   17
Customer Experience Solutions. Delivered.   19
Customer Experience Solutions. Delivered.   20
Customer Experience Solutions. Delivered.   21
Customer Experience Solutions. Delivered.   22
Customer Experience Solutions. Delivered.   23




Ubiquity


Mobile Banking
Customer Experience Solutions. Delivered.   24
Customer Experience Solutions. Delivered.   25
Customer Experience Solutions. Delivered.   26
Customer Experience Solutions. Delivered.   29
Customer Experience Solutions. Delivered.   30




Personal &


Relevant
Customer Experience Solutions. Delivered.   31
Customer Experience Solutions. Delivered.   32
Customer Experience Solutions. Delivered.   33




Personal & Relevant


Targeting
Profile A
Profile B
Customer Experience Solutions. Delivered.   36
Customer Experience Solutions. Delivered.   37




Personal & Relevant


Segmentation
Customer Experience Solutions. Delivered.   38
Customer Experience Solutions. Delivered.   39
Customer Experience Solutions. Delivered.   40
Customer Experience Solutions. Delivered.   41




Personal & Relevant


Customization
Customer Experience Solutions. Delivered.   42
Customer Experience Solutions. Delivered.   43
Customer Experience Solutions. Delivered.   44




Thank You
WWW.BACKBASE.COM
REQUEST@BACKBASE.COM
NEW YORK : +1 646 478 7538
AMSTERDAM: +31 20 465 8888

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