In this webinar we will take a look at the key trends that are set to shape tomorrow's bank. First off we'll be discussing some of the trends that were emerging towards the end of last year, such as omni-channel banking. Then we'll move on to how these trends are likely to develop, how IT and business teams can work together to meet them head on, and exactly what banks need to do to create the type of personal and relevant experiences that lead to greater ROIs.

1. Customer Experience Solutions. Delivered.
Webinar : Digital Banking Trends in 2014
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2. Customer Experience Solutions. Delivered.
1. Omni-Channel
2. CMO
/ CIO Collaboration
3. Relevance
4. Experiments
Digital Banking Trends in 2014
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3. Customer Experience Solutions. Delivered.
Omni-Channel
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4. Customer Experience Solutions. Delivered.
Evolution of Channels
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5. Customer Experience Solutions. Delivered.
Mobile Banking – Super Fast Adoption
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6. Customer Experience Solutions. Delivered.
Mobile : Unique Capabilities of Mobile
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12. Customer Experience Solutions. Delivered.
Different Behavior / Preferences per Channel
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13. Customer Experience Solutions. Delivered.
Service Design : Customer Journey
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14. Customer Experience Solutions. Delivered.
Traditional Approach is Silo’ed
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15. Customer Experience Solutions. Delivered.
Bank 1.0 Architecture
Bank 2.0 Architecture
Transition to a Bank 2.0 Architecture
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16. 16
Customer Experience Solutions. Delivered.
Customer
Experience
Platform
Outside In
LOOSELY
COUPLED
PRODUCTS
& IT SYSTEMS
From “Inside-Out” to “Outside-In”
Inside Out

17. 17
Customer Experience Solutions. Delivered.
Digital Channels
Front-Office Operations
Customer Experience Platform
PERSONALIZATION
1:1 Marketing
(targeting, segmentation)
FORMS
Widgets
COMMUNICATION
CONTENT
Chat, Mail, SMS
Banking Systems
Transactional
Origination,
Self-Service ...
Re-use across Channels
CRM Systems
CRM, Social, …
3rd Party Apps
PFM, Portfolio,
Widgets = Engagement Building Blocks

18. 18
Customer Experience Solutions. Delivered.
Customer Experience Platform
Widgets
Widgets
Widgets = Engagement Building Blocks

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Customer Experience Solutions. Delivered.
Call Center
Branch
Brick & Mortar
ATM
Omni-Channel
Customer
Experience
Kiosk
Digital
Tablets
Social
Website
Phones
Omni-Channel : Any Time, Any Place

20. 20
Customer Experience Solutions. Delivered.
Context & Presence
Presentation / Cross Device
Preferences / Behavior
Integration &
Aggregation
Alert & Notify
Security / Identify
Personalization
Content
Customer Experience Enablers

21. Customer Experience Solutions. Delivered.
Backbase CXP : Omni-Channel
Architecture
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22. Customer Experience Solutions. Delivered.
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
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Customer Experience Solutions. Delivered.
Deutsche
Bank
Multi-channel Implementation : internet, mobile, branch, call
23
Cascading multi-site portal deployment: 6 Countries, 8 Languages
Enterprise standard across Europe | Implementation : GFT & HCL

24. Customer Experience Solutions. Delivered.
CMO – CIO
Collaboration
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25. 25
Customer Experience Solutions. Delivered.
Customers
✓ Right data, right time, right place
✓ Seamless Customer Journey
✓ Personal & Relevant
✓ A la Carte service facilities
✓
Configure what customers expect
✓
with limited IT support
✓ Online Channel Optimization:
✓ Agility / Business – IT Alignment
continuous improvement
✓
Cross & Up-sell Campaigns
Leverage existing IT infra
✓
Business
Innovation on a solid foundation
IT
Digital roadmap: Empower all stakeholders

26. 26
Customer Experience Solutions. Delivered.
Customer Oriented Functions
Customer
√
Experience
Innovation capability
Platform
& customer orientation
LOOSELY
COUPLED
PRODUCTS
& IT SYSTEMS
Back Office Functions
Enable Two Heartbeats

27. Customer Experience Solutions. Delivered.
CXP Manager
Launchpad
(Digital Professionals)
(Customers / Employees)
CXP Foundation
Existing Banking Systems
Backbase CXP: Empower all Stakeholders
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28. Customer Experience Solutions. Delivered.
Page Designer
My Dashboard
(in-context page editing)
(preferences, widget catalog)
Content Management
Retail Banking Widgets
(Re-usable Content, UGC)
(Payments, Loans, Credit, …)
Targeting
Wealth Widgets
(Sales, Campaigns, A/B Test, Analytics)
(Portfolio, Research, Trading, …)
Commercial Widgets
Forms
(Payments, Treasury, FX, …)
(Self-Service, Origination)
Universal Widgets
App Center
(Alerts, Social, Content, ….)
(Widgets, Apps, Templates)
Cross Device Presentation
Security Services
Content Services
(desktop, tablets, smartphone)
(IDM integration, role-based access)
(CMIS, Search, UGC)
Contextual / Personal
Integration Services
Publishing & Deployment
(customization, profile, targeting)
(mash-up engine, EAI patterns)
(publish orchestration, hot deploy)
Backbase CXP: Empower all Stakeholders
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29. 29
Customer Experience Solutions. Delivered.
Create
Approval
Page | Widget
GO LIVE !
Workflow
Publish
Development & QA
Deployment
GO LIVE !
Working in Parallel – Business & IT Track

30. Customer Experience Solutions. Delivered.
Relevance
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31. Customer Experience Solutions. Delivered.
Financial Fitness
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32. Customer Experience Solutions. Delivered.
Intelligent Cross & Upsell
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33. Customer Experience Solutions. Delivered.
From Amazon to the Bank
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34. Customer Experience Solutions. Delivered.
Step 1: Explore
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35. Customer Experience Solutions. Delivered.
Step 2: Buy
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36. Customer Experience Solutions. Delivered.
Step 3: Track
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37. Customer Experience Solutions. Delivered.
Step 1: Explore
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38. Customer Experience Solutions. Delivered.
Step 2: Buy (customer enrolment)
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39. Customer Experience Solutions. Delivered.
Step 3: Track
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40. Customer Experience Solutions. Delivered.
Targeted Mobile Commerce
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41. Customer Experience Solutions. Delivered.
Targeted Mobile Commerce
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42. Customer Experience Solutions. Delivered.
Targeted Mobile Commerce
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43. Customer Experience Solutions. Delivered.
Targeted Mobile Commerce
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44. Customer Experience Solutions. Delivered.
Beacons
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45. Customer Experience Solutions. Delivered.
Beacons – Context Aware
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46. Customer Experience Solutions. Delivered.
Beacons – Context Aware
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47. Customer Experience Solutions. Delivered.
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.
NEW
CRM
Data
Self
Personalization
NEW
Behavior
Tracking
NEW
NEW
Context
Aware
Social
Data
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
Build Customer Profile : Leverage social graph data to make
multiple
dialog more personal
sources
Right Customer Profile
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48. 48
Customer Experience Solutions. Delivered.
Social
Facebook
Google +
…
Preference
Behavior
Context
Social Data
Customize
Tracking
Awareness
Integration
CRM
Targeting Engine
Data
Targeting the right offer at the right time

49. Customer Experience Solutions. Delivered.
Experiments
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50. Customer Experience Solutions. Delivered.
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51. Customer Experience Solutions. Delivered.
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To drive continuous innovation, act like a startup

52. 52
Customer Experience Solutions. Delivered.
Digital Channels
Front-Office Operations
Customer Experience Platform
PERSONALIZATION
1:1 Marketing
(targeting, segmentation)
FORMS
Widgets
COMMUNICATION
CONTENT
Chat, Mail, SMS
Banking Systems
Transactional
Origination,
Self-Service ...
Re-use across Channels
CRM Systems
CRM, Social, …
3rd Party Apps
PFM, Portfolio,
Widgets = Run Little Experiments

53. 53
Customer Experience Solutions. Delivered.
Chat, Video
Alert
My
Mini
Dashboard
Apps
Origination /
Core
Systems
Content
Advisory
Customer
Experience
Platform
Ingredients
Valuable
Self-Service
Experience
Targeted
Tools
Offers
Actionable
Insights
Widgets = Engagement LEGO

54. 54
Customer Experience Solutions. Delivered.
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Build faster

55. 55
Customer Experience Solutions. Delivered.
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Build faster

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Customer Experience Solutions. Delivered.
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Target faster

57. 57
Customer Experience Solutions. Delivered.
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Measure Faster

58. Customer Experience Solutions. Delivered.
Learn Faster
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59. Customer Experience Solutions. Delivered.
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To drive continuous innovation, act like a startup

60. Customer Experience Solutions. Delivered.
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Thank You!
image courtesy: http://www.flickr.com/photos/beeteeoh/3298373727/