SlideShare a Scribd company logo
1 of 32
Customer Experience Solutions. Delivered.   1
Customer Experience Solutions. Delivered.   2


Customer Interactions move to Digital
Customer Experience Solutions. Delivered.                     3


Paradigm Shift : From “Inside-Out” to „Outside-in‟

                                                     Outside-In

                  CUSTOMER                                     Customer Enable
                 EXPERIENCE
                   LAYER




                  INTERNAL                                      Web / Mobile
                   SYSTEMS                                      Enable
                AND PLATFORMS


                                                      Inside-Out
Customer Experience Solutions. Delivered.                    4


    Bank 2.0 : Flexible Customer Experience Layer

                                                                      Customer Oriented
                                                                    Functions & Operations


√
    Innovation capability       CUSTOMER
    & customer orientation     EXPERIENCE
                                  LAYER

                    LOOSELY
                    COUPLED




√    Efficiency & quality
                                INTERNAL
                                 SYSTEMS
                              AND PLATFORMS


                                                                             Back Office
                                                                      Functions & Processes
Customer Experience Solutions. Delivered.   5




Challenge : Eliminate Silo‟s
Customer Experience Solutions. Delivered.   6




Challenge: Create a Seamless Customer Experience
Customer Experience Solutions. Delivered.                       7


One Platform: Seamless Customer Journey




     Superior          Customer                   Any Time            Personal
    Experience         In Control                 Any Place          & Relevant
          Marketing                         Internet
                 Customer Experience Platform
            Site                            Banking
     Integrate              Integrate              Integrate          Integrate
      Content                 Data                Applications         Process



   BUs           Products               Systems          Processes       Compliance
Customer Experience Solutions. Delivered.                             8


Widgets (Mix & Match)

                                 ONLINE           CALL              BRANCH
                                 MOBILE           CENTER             OFFICE

                                          CUSTOMER ENGAGEMENT PORTAL




    PERSONALIZATION                                                                       FORMS
         1:1 Marketing                                                                Enrollment
   (targeting, segmentation)                      Re-Usable                          Self-Service ...

     COMMUNICATION                                  Widgets                             CONTENT
      Chat, Mail, SMS                                                                 Consistent
                                                                                    Across Channels



                  INTERNET BANKING             OTHER APPLICATIONS             3TH PARTY APPS
                        Transactional                   CRM                         PFM
Customer Experience Solutions. Delivered.                 9


Engagement Banking : Adding Value


                                   Measure                      Engagement
                     Targeting                Relevant
                    Conversion                 Content
                                                                Ingredients


                 Track           Transaction        Advice
                Behavior                           Calculate
                                   Centric

                      Budget                    Self-
   User                                        Service
                         Plan
                                    Rate
   Experience
                                    Share
   Layer
Customer Experience Solutions. Delivered.   11




Challenge : Compliance & Fast time to Market
Customer Experience Solutions. Delivered.   12




Challenge : Making it Personal & Relevant
Customer Experience Solutions. Delivered.                   13
                                                                                         13


Targeting : Segmentation & 1:1 Marketing
          TRACKING                CUSTOMER
          BEHAVIOR               PREFERENCES


           Implicit                   Explicit
           Profiling                  Profiling




 Social                 Customer                   Targeting
  API                                               Rules
                       Profile Data




                        Existing
                          CRM
                                                  Content      Integration   Rendering
                                                  Services      Services      Services
Customer Experience Solutions. Delivered.      14




Targeting : Sales Campaigns
                                                             14 14
Customer Experience Solutions. Delivered.      15




Targeting: Rules, Segments and Variants
                                                              15 15
Customer Experience Solutions. Delivered.                                          16


BANK 2.0 : Empower All Stakeholders

                                       Customers
                                       • Superior User Experience
                                       • Personal & Relevant
                                       • Anytime, Anyplace & Any Device




       Business                                                           IT
       • Optimize online results                                          • Leverage existing infrastructure
       • Lower Cost per Contact                                           • Easy integration
       • Control: less IT dependency                                      • Secure & Performance
Customer Experience Solutions. Delivered.   17
                                                                 17


Portal Manager : Empower Business Teams
              Portal Manager                  Bank 2.0 Portal
         (e-Business Professionals)           (Your Customers)




               Backbase CX Platform

                         Existing Banking Systems
Customer Experience Solutions. Delivered.        18




Portal Manager : Configurable by Business / Marketing
                                                              18
Customer Experience Solutions. Delivered.        19




Portal Manager : ICE (In Context Editing)
                                                               19
Customer Experience Solutions. Delivered.        20




Portal Manager : Preview (across devices)
                                                              20
Customer Experience Solutions. Delivered.   21




Bank 2.0

Solution
Customer Experience Solutions. Delivered.                    22




                                                                    Customer Oriented
                                                                  Functions & Operations


√
                                    Customer
    Customer-driven
                                   Experience
    Value Creation                    Layer

                     LOOSELY
                     COUPLED




√
     Operational
     Efficiency & Quality         INTERNAL
                                   SYSTEMS
                                AND PLATFORMS


                                                                           Back Office
                                                                    Functions & Processes
Customer Experience Solutions. Delivered.                                    23


Backbase: Bank 2.0 Portal Software


   BACKBASE BANK 2.0 PORTAL                                                                  ✓ Superior User Experience
                                                                                Customer     ✓ Multi-Device Access
                                                                                in Control   ✓ Personal & Relevant
                             CUSTOMER PORTAL



                                                                                             ✓ Optimize Online Results
                             PORTAL MANAGER                                     Business     ✓ Lower Cost-per-Contact
                                                                                in Control   ✓ Reduce IT Dependency

 SECURITY                  PERSONALIZATION        CONTENT    PRESENTATION

                                                                                             ✓ Leverage Existing Systems
            INTEGRATION
 SERVICES     SERVICES        SERVICES            SERVICES     SERVICES


                                                                               IT            ✓ Easy Integration
                                                                               in Control    ✓ Secure & Performance
                 CORE BANKING SYSTEMS & PROCESSES
Customer Experience Solutions. Delivered.   24
Customer Experience Solutions. Delivered.   25
                                            25
Customer Experience Solutions. Delivered.   28
Customer Experience Solutions. Delivered.   29


Customer Case : Al Rajhi Bank
Customer Experience Solutions. Delivered.   30
Customer Experience Solutions. Delivered.   31
Customer Experience Solutions. Delivered.   32




Thank You!
New York - Amsterdam - Singapore                     -   Moscow

REQUEST@BACKBASE.COM

More Related Content

What's hot

Bank 2.0 - How to get ready for the new era of Engagement Banking
Bank 2.0 - How to get ready for the new era of Engagement BankingBank 2.0 - How to get ready for the new era of Engagement Banking
Bank 2.0 - How to get ready for the new era of Engagement BankingBackbase
 
Bank 2.0 & Engagement Banking
Bank 2.0 & Engagement BankingBank 2.0 & Engagement Banking
Bank 2.0 & Engagement BankingBackbase
 
Bank 2.0 Challenges
Bank 2.0 ChallengesBank 2.0 Challenges
Bank 2.0 ChallengesBackbase
 
Mobile Banking webinar, December 15, 2010 by Jouk Pleiter
Mobile Banking webinar, December 15, 2010 by Jouk PleiterMobile Banking webinar, December 15, 2010 by Jouk Pleiter
Mobile Banking webinar, December 15, 2010 by Jouk PleiterBackbase
 
backbase-cxp-datasheet
backbase-cxp-datasheetbackbase-cxp-datasheet
backbase-cxp-datasheetMykola Bova
 
Bank 2.0 -- Making It Happen
Bank 2.0 -- Making It HappenBank 2.0 -- Making It Happen
Bank 2.0 -- Making It HappenBackbase
 
Digital Banking in 2012
Digital Banking in 2012Digital Banking in 2012
Digital Banking in 2012Backbase
 
Time to-market starts with you
Time to-market starts with youTime to-market starts with you
Time to-market starts with youBackbase
 
Digital Banking Trends in 2014
Digital Banking Trends in 2014Digital Banking Trends in 2014
Digital Banking Trends in 2014Backbase
 
The Journey to Digital Transformation with CheBanca!
The Journey to Digital Transformation with CheBanca! The Journey to Digital Transformation with CheBanca!
The Journey to Digital Transformation with CheBanca! Backbase
 
Trends In Interactive Banking by Michael Horne
Trends In Interactive Banking by Michael HorneTrends In Interactive Banking by Michael Horne
Trends In Interactive Banking by Michael HorneBackbase
 
Backbase: Regain Control of Your Digital Strategy
Backbase: Regain Control of Your Digital StrategyBackbase: Regain Control of Your Digital Strategy
Backbase: Regain Control of Your Digital StrategyBackbase
 
Backbase Webinar: Next Level Mobile Banking
Backbase Webinar: Next Level Mobile Banking Backbase Webinar: Next Level Mobile Banking
Backbase Webinar: Next Level Mobile Banking Backbase
 
The Emerging Customer Experience Platform Trend
The Emerging Customer Experience Platform TrendThe Emerging Customer Experience Platform Trend
The Emerging Customer Experience Platform TrendBackbase
 
Digital Marketing Strategies for Financial Services
Digital Marketing Strategies for Financial ServicesDigital Marketing Strategies for Financial Services
Digital Marketing Strategies for Financial ServicesBackbase
 
Future of Payments: Mobile & Customer Experience, by Jouk Pleiter
Future of Payments: Mobile & Customer Experience, by Jouk PleiterFuture of Payments: Mobile & Customer Experience, by Jouk Pleiter
Future of Payments: Mobile & Customer Experience, by Jouk PleiterBackbase
 
Backbase webinar feat. Jim Marous: State of the Digital Customer Journey
Backbase webinar feat. Jim Marous: State of the Digital Customer Journey Backbase webinar feat. Jim Marous: State of the Digital Customer Journey
Backbase webinar feat. Jim Marous: State of the Digital Customer Journey Backbase
 
Backbase Webinar: Next Level Mobile Banking
Backbase Webinar: Next Level Mobile Banking Backbase Webinar: Next Level Mobile Banking
Backbase Webinar: Next Level Mobile Banking Backbase
 
The Future of Omni-Channel Banking
The Future of Omni-Channel BankingThe Future of Omni-Channel Banking
The Future of Omni-Channel BankingBackbase
 
Backbase Webinar: Customer OS
Backbase Webinar: Customer OSBackbase Webinar: Customer OS
Backbase Webinar: Customer OSBackbase
 

What's hot (20)

Bank 2.0 - How to get ready for the new era of Engagement Banking
Bank 2.0 - How to get ready for the new era of Engagement BankingBank 2.0 - How to get ready for the new era of Engagement Banking
Bank 2.0 - How to get ready for the new era of Engagement Banking
 
Bank 2.0 & Engagement Banking
Bank 2.0 & Engagement BankingBank 2.0 & Engagement Banking
Bank 2.0 & Engagement Banking
 
Bank 2.0 Challenges
Bank 2.0 ChallengesBank 2.0 Challenges
Bank 2.0 Challenges
 
Mobile Banking webinar, December 15, 2010 by Jouk Pleiter
Mobile Banking webinar, December 15, 2010 by Jouk PleiterMobile Banking webinar, December 15, 2010 by Jouk Pleiter
Mobile Banking webinar, December 15, 2010 by Jouk Pleiter
 
backbase-cxp-datasheet
backbase-cxp-datasheetbackbase-cxp-datasheet
backbase-cxp-datasheet
 
Bank 2.0 -- Making It Happen
Bank 2.0 -- Making It HappenBank 2.0 -- Making It Happen
Bank 2.0 -- Making It Happen
 
Digital Banking in 2012
Digital Banking in 2012Digital Banking in 2012
Digital Banking in 2012
 
Time to-market starts with you
Time to-market starts with youTime to-market starts with you
Time to-market starts with you
 
Digital Banking Trends in 2014
Digital Banking Trends in 2014Digital Banking Trends in 2014
Digital Banking Trends in 2014
 
The Journey to Digital Transformation with CheBanca!
The Journey to Digital Transformation with CheBanca! The Journey to Digital Transformation with CheBanca!
The Journey to Digital Transformation with CheBanca!
 
Trends In Interactive Banking by Michael Horne
Trends In Interactive Banking by Michael HorneTrends In Interactive Banking by Michael Horne
Trends In Interactive Banking by Michael Horne
 
Backbase: Regain Control of Your Digital Strategy
Backbase: Regain Control of Your Digital StrategyBackbase: Regain Control of Your Digital Strategy
Backbase: Regain Control of Your Digital Strategy
 
Backbase Webinar: Next Level Mobile Banking
Backbase Webinar: Next Level Mobile Banking Backbase Webinar: Next Level Mobile Banking
Backbase Webinar: Next Level Mobile Banking
 
The Emerging Customer Experience Platform Trend
The Emerging Customer Experience Platform TrendThe Emerging Customer Experience Platform Trend
The Emerging Customer Experience Platform Trend
 
Digital Marketing Strategies for Financial Services
Digital Marketing Strategies for Financial ServicesDigital Marketing Strategies for Financial Services
Digital Marketing Strategies for Financial Services
 
Future of Payments: Mobile & Customer Experience, by Jouk Pleiter
Future of Payments: Mobile & Customer Experience, by Jouk PleiterFuture of Payments: Mobile & Customer Experience, by Jouk Pleiter
Future of Payments: Mobile & Customer Experience, by Jouk Pleiter
 
Backbase webinar feat. Jim Marous: State of the Digital Customer Journey
Backbase webinar feat. Jim Marous: State of the Digital Customer Journey Backbase webinar feat. Jim Marous: State of the Digital Customer Journey
Backbase webinar feat. Jim Marous: State of the Digital Customer Journey
 
Backbase Webinar: Next Level Mobile Banking
Backbase Webinar: Next Level Mobile Banking Backbase Webinar: Next Level Mobile Banking
Backbase Webinar: Next Level Mobile Banking
 
The Future of Omni-Channel Banking
The Future of Omni-Channel BankingThe Future of Omni-Channel Banking
The Future of Omni-Channel Banking
 
Backbase Webinar: Customer OS
Backbase Webinar: Customer OSBackbase Webinar: Customer OS
Backbase Webinar: Customer OS
 

Viewers also liked

Social Media in Financial Services
Social Media in Financial ServicesSocial Media in Financial Services
Social Media in Financial ServicesBackbase
 
Shift Happens: Key Innovation Drivers in Consumer Payments
Shift Happens: Key Innovation Drivers in Consumer PaymentsShift Happens: Key Innovation Drivers in Consumer Payments
Shift Happens: Key Innovation Drivers in Consumer PaymentsBackbase
 
Roger Peverelli presenting Reinventing Financial Services
Roger Peverelli presenting Reinventing Financial ServicesRoger Peverelli presenting Reinventing Financial Services
Roger Peverelli presenting Reinventing Financial ServicesBackbase
 
Enabling the Everyday Bank
Enabling the Everyday BankEnabling the Everyday Bank
Enabling the Everyday BankBackbase
 
10 Key Trends From the Banking Trenches
10 Key Trends From the Banking Trenches10 Key Trends From the Banking Trenches
10 Key Trends From the Banking TrenchesBackbase
 
Online Banking 2.0 webinar, October 28, 2010 by Brett King
Online Banking 2.0 webinar, October 28, 2010 by Brett KingOnline Banking 2.0 webinar, October 28, 2010 by Brett King
Online Banking 2.0 webinar, October 28, 2010 by Brett KingBackbase
 
Inspiration For Innovation: Considerations For Financial Application Design
Inspiration For Innovation: Considerations For Financial Application DesignInspiration For Innovation: Considerations For Financial Application Design
Inspiration For Innovation: Considerations For Financial Application DesignBackbase
 

Viewers also liked (7)

Social Media in Financial Services
Social Media in Financial ServicesSocial Media in Financial Services
Social Media in Financial Services
 
Shift Happens: Key Innovation Drivers in Consumer Payments
Shift Happens: Key Innovation Drivers in Consumer PaymentsShift Happens: Key Innovation Drivers in Consumer Payments
Shift Happens: Key Innovation Drivers in Consumer Payments
 
Roger Peverelli presenting Reinventing Financial Services
Roger Peverelli presenting Reinventing Financial ServicesRoger Peverelli presenting Reinventing Financial Services
Roger Peverelli presenting Reinventing Financial Services
 
Enabling the Everyday Bank
Enabling the Everyday BankEnabling the Everyday Bank
Enabling the Everyday Bank
 
10 Key Trends From the Banking Trenches
10 Key Trends From the Banking Trenches10 Key Trends From the Banking Trenches
10 Key Trends From the Banking Trenches
 
Online Banking 2.0 webinar, October 28, 2010 by Brett King
Online Banking 2.0 webinar, October 28, 2010 by Brett KingOnline Banking 2.0 webinar, October 28, 2010 by Brett King
Online Banking 2.0 webinar, October 28, 2010 by Brett King
 
Inspiration For Innovation: Considerations For Financial Application Design
Inspiration For Innovation: Considerations For Financial Application DesignInspiration For Innovation: Considerations For Financial Application Design
Inspiration For Innovation: Considerations For Financial Application Design
 

Similar to Innovation in the Digital Channel

Q3 2009 Small Business Specialist Pal Meeting February 2009 Final
Q3 2009 Small Business Specialist Pal Meeting February 2009 FinalQ3 2009 Small Business Specialist Pal Meeting February 2009 Final
Q3 2009 Small Business Specialist Pal Meeting February 2009 Finalvriyait
 
Product portfolio 2011
Product portfolio   2011Product portfolio   2011
Product portfolio 2011David Wolfe
 
Banking Solutions: Managing Customer Data to Improve Efficiency
Banking Solutions: Managing Customer Data to Improve EfficiencyBanking Solutions: Managing Customer Data to Improve Efficiency
Banking Solutions: Managing Customer Data to Improve EfficiencyIBM Banking
 
Crm overview di Roberto Andreoli
Crm overview di Roberto Andreoli Crm overview di Roberto Andreoli
Crm overview di Roberto Andreoli Innocenti Andrea
 
Clearworks - Customer Experience and Usability
Clearworks - Customer Experience and UsabilityClearworks - Customer Experience and Usability
Clearworks - Customer Experience and UsabilityInnovation Excellence
 
An Approach to Multichannel Retailing
An Approach to Multichannel RetailingAn Approach to Multichannel Retailing
An Approach to Multichannel RetailingRMM London
 
IBM mobile strategy at Innovate 2012
IBM  mobile strategy at Innovate 2012IBM  mobile strategy at Innovate 2012
IBM mobile strategy at Innovate 2012Dirk Nicol
 
When Content Meets Applications
When Content Meets ApplicationsWhen Content Meets Applications
When Content Meets ApplicationsCraig Randall
 
Customer Experience Management from Adobe
Customer Experience Management from AdobeCustomer Experience Management from Adobe
Customer Experience Management from AdobeDieter Hovorka
 
Appstory Company Presentation
Appstory Company PresentationAppstory Company Presentation
Appstory Company PresentationPieter Vanhees
 
In Sight Multichannel Performance Management Platform 2013
In Sight Multichannel Performance Management Platform 2013In Sight Multichannel Performance Management Platform 2013
In Sight Multichannel Performance Management Platform 2013Gseed161
 
60 ideas in 60 minutes - Speech Analytics
60 ideas in 60 minutes - Speech Analytics60 ideas in 60 minutes - Speech Analytics
60 ideas in 60 minutes - Speech AnalyticsVasudeva Akula, Ph.D.
 
IBM Enterprise Marketing Management
IBM Enterprise Marketing ManagementIBM Enterprise Marketing Management
IBM Enterprise Marketing ManagementTecla
 

Similar to Innovation in the Digital Channel (20)

Chicken Soup for the CRM Soul - DC
Chicken Soup for the CRM Soul - DCChicken Soup for the CRM Soul - DC
Chicken Soup for the CRM Soul - DC
 
Tieto Introductie
Tieto IntroductieTieto Introductie
Tieto Introductie
 
Q3 2009 Small Business Specialist Pal Meeting February 2009 Final
Q3 2009 Small Business Specialist Pal Meeting February 2009 FinalQ3 2009 Small Business Specialist Pal Meeting February 2009 Final
Q3 2009 Small Business Specialist Pal Meeting February 2009 Final
 
Product portfolio 2011
Product portfolio   2011Product portfolio   2011
Product portfolio 2011
 
Banking Solutions: Managing Customer Data to Improve Efficiency
Banking Solutions: Managing Customer Data to Improve EfficiencyBanking Solutions: Managing Customer Data to Improve Efficiency
Banking Solutions: Managing Customer Data to Improve Efficiency
 
Crm overview di Roberto Andreoli
Crm overview di Roberto Andreoli Crm overview di Roberto Andreoli
Crm overview di Roberto Andreoli
 
Clearworks - Customer Experience and Usability
Clearworks - Customer Experience and UsabilityClearworks - Customer Experience and Usability
Clearworks - Customer Experience and Usability
 
An Approach to Multichannel Retailing
An Approach to Multichannel RetailingAn Approach to Multichannel Retailing
An Approach to Multichannel Retailing
 
IBM mobile strategy at Innovate 2012
IBM  mobile strategy at Innovate 2012IBM  mobile strategy at Innovate 2012
IBM mobile strategy at Innovate 2012
 
Crm
CrmCrm
Crm
 
When Content Meets Applications
When Content Meets ApplicationsWhen Content Meets Applications
When Content Meets Applications
 
Customer Experience Management from Adobe
Customer Experience Management from AdobeCustomer Experience Management from Adobe
Customer Experience Management from Adobe
 
Gusto Research Presentation
Gusto Research PresentationGusto Research Presentation
Gusto Research Presentation
 
Appstory Company Presentation
Appstory Company PresentationAppstory Company Presentation
Appstory Company Presentation
 
In Sight Multichannel Performance Management Platform 2013
In Sight Multichannel Performance Management Platform 2013In Sight Multichannel Performance Management Platform 2013
In Sight Multichannel Performance Management Platform 2013
 
Kana introduction 2013
Kana introduction   2013Kana introduction   2013
Kana introduction 2013
 
60 ideas in 60 minutes - Speech Analytics
60 ideas in 60 minutes - Speech Analytics60 ideas in 60 minutes - Speech Analytics
60 ideas in 60 minutes - Speech Analytics
 
Biz Model for AtracTable
Biz Model for AtracTableBiz Model for AtracTable
Biz Model for AtracTable
 
IBM Enterprise Marketing Management
IBM Enterprise Marketing ManagementIBM Enterprise Marketing Management
IBM Enterprise Marketing Management
 
Crm Today Dinesh Chandrasekar
Crm Today Dinesh ChandrasekarCrm Today Dinesh Chandrasekar
Crm Today Dinesh Chandrasekar
 

More from Backbase

Backbase banking automation bulletin coverage
Backbase banking automation bulletin coverageBackbase banking automation bulletin coverage
Backbase banking automation bulletin coverageBackbase
 
Retail banker intl
Retail banker intl Retail banker intl
Retail banker intl Backbase
 
Transforming banks into digital natives
Transforming banks into digital nativesTransforming banks into digital natives
Transforming banks into digital nativesBackbase
 
2019 outlook : 3 key trends that will impact digital-first banking
2019 outlook : 3 key trends that will impact digital-first banking2019 outlook : 3 key trends that will impact digital-first banking
2019 outlook : 3 key trends that will impact digital-first bankingBackbase
 
Webinar digital first banking innovation
Webinar digital first banking innovationWebinar digital first banking innovation
Webinar digital first banking innovationBackbase
 
Backbase On-Demand Webinar: Banking 2025
Backbase On-Demand Webinar: Banking 2025Backbase On-Demand Webinar: Banking 2025
Backbase On-Demand Webinar: Banking 2025Backbase
 
Backbase Webinar: Everyday banking
Backbase Webinar: Everyday banking Backbase Webinar: Everyday banking
Backbase Webinar: Everyday banking Backbase
 
Backbase Webinar: The Adjacent Possible for Banks
Backbase Webinar: The Adjacent Possible for Banks Backbase Webinar: The Adjacent Possible for Banks
Backbase Webinar: The Adjacent Possible for Banks Backbase
 
Backbase Webinar with Capco: The Adjacent Possible
Backbase Webinar with Capco: The Adjacent PossibleBackbase Webinar with Capco: The Adjacent Possible
Backbase Webinar with Capco: The Adjacent PossibleBackbase
 
PSD2: Making it actionable
PSD2: Making it actionablePSD2: Making it actionable
PSD2: Making it actionableBackbase
 
The Journey to Digital Transformation with Touch Bank
The Journey to Digital Transformation with Touch BankThe Journey to Digital Transformation with Touch Bank
The Journey to Digital Transformation with Touch BankBackbase
 
Embracing FinTech
Embracing FinTechEmbracing FinTech
Embracing FinTechBackbase
 
The Uberization of Banking
The Uberization of BankingThe Uberization of Banking
The Uberization of BankingBackbase
 
Building the 10x better bank
Building the 10x better bankBuilding the 10x better bank
Building the 10x better bankBackbase
 
Disruption in Banking: The Era of Digitisation
Disruption in Banking: The Era of DigitisationDisruption in Banking: The Era of Digitisation
Disruption in Banking: The Era of DigitisationBackbase
 
Regain Control of you Digital Strategy with Backbase Engage
Regain Control of you Digital Strategy with Backbase EngageRegain Control of you Digital Strategy with Backbase Engage
Regain Control of you Digital Strategy with Backbase EngageBackbase
 
Building a Smarter Bank, with Ron Shevlin
Building a Smarter Bank, with Ron ShevlinBuilding a Smarter Bank, with Ron Shevlin
Building a Smarter Bank, with Ron ShevlinBackbase
 
Disruption in Digital Banking
Disruption in Digital BankingDisruption in Digital Banking
Disruption in Digital BankingBackbase
 
Everyday Bank: A Journey to Digital Transformation
Everyday Bank: A Journey to Digital TransformationEveryday Bank: A Journey to Digital Transformation
Everyday Bank: A Journey to Digital TransformationBackbase
 
Can a bank disrupt the retail industry?
Can a bank disrupt the retail industry?Can a bank disrupt the retail industry?
Can a bank disrupt the retail industry?Backbase
 

More from Backbase (20)

Backbase banking automation bulletin coverage
Backbase banking automation bulletin coverageBackbase banking automation bulletin coverage
Backbase banking automation bulletin coverage
 
Retail banker intl
Retail banker intl Retail banker intl
Retail banker intl
 
Transforming banks into digital natives
Transforming banks into digital nativesTransforming banks into digital natives
Transforming banks into digital natives
 
2019 outlook : 3 key trends that will impact digital-first banking
2019 outlook : 3 key trends that will impact digital-first banking2019 outlook : 3 key trends that will impact digital-first banking
2019 outlook : 3 key trends that will impact digital-first banking
 
Webinar digital first banking innovation
Webinar digital first banking innovationWebinar digital first banking innovation
Webinar digital first banking innovation
 
Backbase On-Demand Webinar: Banking 2025
Backbase On-Demand Webinar: Banking 2025Backbase On-Demand Webinar: Banking 2025
Backbase On-Demand Webinar: Banking 2025
 
Backbase Webinar: Everyday banking
Backbase Webinar: Everyday banking Backbase Webinar: Everyday banking
Backbase Webinar: Everyday banking
 
Backbase Webinar: The Adjacent Possible for Banks
Backbase Webinar: The Adjacent Possible for Banks Backbase Webinar: The Adjacent Possible for Banks
Backbase Webinar: The Adjacent Possible for Banks
 
Backbase Webinar with Capco: The Adjacent Possible
Backbase Webinar with Capco: The Adjacent PossibleBackbase Webinar with Capco: The Adjacent Possible
Backbase Webinar with Capco: The Adjacent Possible
 
PSD2: Making it actionable
PSD2: Making it actionablePSD2: Making it actionable
PSD2: Making it actionable
 
The Journey to Digital Transformation with Touch Bank
The Journey to Digital Transformation with Touch BankThe Journey to Digital Transformation with Touch Bank
The Journey to Digital Transformation with Touch Bank
 
Embracing FinTech
Embracing FinTechEmbracing FinTech
Embracing FinTech
 
The Uberization of Banking
The Uberization of BankingThe Uberization of Banking
The Uberization of Banking
 
Building the 10x better bank
Building the 10x better bankBuilding the 10x better bank
Building the 10x better bank
 
Disruption in Banking: The Era of Digitisation
Disruption in Banking: The Era of DigitisationDisruption in Banking: The Era of Digitisation
Disruption in Banking: The Era of Digitisation
 
Regain Control of you Digital Strategy with Backbase Engage
Regain Control of you Digital Strategy with Backbase EngageRegain Control of you Digital Strategy with Backbase Engage
Regain Control of you Digital Strategy with Backbase Engage
 
Building a Smarter Bank, with Ron Shevlin
Building a Smarter Bank, with Ron ShevlinBuilding a Smarter Bank, with Ron Shevlin
Building a Smarter Bank, with Ron Shevlin
 
Disruption in Digital Banking
Disruption in Digital BankingDisruption in Digital Banking
Disruption in Digital Banking
 
Everyday Bank: A Journey to Digital Transformation
Everyday Bank: A Journey to Digital TransformationEveryday Bank: A Journey to Digital Transformation
Everyday Bank: A Journey to Digital Transformation
 
Can a bank disrupt the retail industry?
Can a bank disrupt the retail industry?Can a bank disrupt the retail industry?
Can a bank disrupt the retail industry?
 

Recently uploaded

Presentation on cross cultural negotiations.
Presentation on cross cultural negotiations.Presentation on cross cultural negotiations.
Presentation on cross cultural negotiations.sumayyasubhana321
 
What are the differences between an international company, a global company, ...
What are the differences between an international company, a global company, ...What are the differences between an international company, a global company, ...
What are the differences between an international company, a global company, ...AbhishekSharma823325
 
Most Visionary Leaders in Cloud Revolution, Shaping Tech’s Next Era - 2024 (2...
Most Visionary Leaders in Cloud Revolution, Shaping Tech’s Next Era - 2024 (2...Most Visionary Leaders in Cloud Revolution, Shaping Tech’s Next Era - 2024 (2...
Most Visionary Leaders in Cloud Revolution, Shaping Tech’s Next Era - 2024 (2...CIO Look Magazine
 
Sex service available my WhatsApp number 7374088497
Sex service available my WhatsApp number 7374088497Sex service available my WhatsApp number 7374088497
Sex service available my WhatsApp number 7374088497dipikakk482
 
The Vietnam Believer Newsletter_May 13th, 2024_ENVol. 007.pdf
The Vietnam Believer Newsletter_May 13th, 2024_ENVol. 007.pdfThe Vietnam Believer Newsletter_May 13th, 2024_ENVol. 007.pdf
The Vietnam Believer Newsletter_May 13th, 2024_ENVol. 007.pdfbelieveminhh
 
Shots fired Budget Presentation.pdf12312
Shots fired Budget Presentation.pdf12312Shots fired Budget Presentation.pdf12312
Shots fired Budget Presentation.pdf12312LR1709MUSIC
 
obat aborsi bandung wa 081336238223 jual obat aborsi cytotec asli di bandung9...
obat aborsi bandung wa 081336238223 jual obat aborsi cytotec asli di bandung9...obat aborsi bandung wa 081336238223 jual obat aborsi cytotec asli di bandung9...
obat aborsi bandung wa 081336238223 jual obat aborsi cytotec asli di bandung9...yulianti213969
 
A DAY IN LIFE OF A NEGOTIATOR By Pondicherry University MBA Students.pptx
A DAY IN LIFE OF A NEGOTIATOR By Pondicherry University MBA Students.pptxA DAY IN LIFE OF A NEGOTIATOR By Pondicherry University MBA Students.pptx
A DAY IN LIFE OF A NEGOTIATOR By Pondicherry University MBA Students.pptxLokeshwariOrchid1
 
What is paper chromatography, principal, procedure,types, diagram, advantages...
What is paper chromatography, principal, procedure,types, diagram, advantages...What is paper chromatography, principal, procedure,types, diagram, advantages...
What is paper chromatography, principal, procedure,types, diagram, advantages...srcw2322l101
 
Thompson_Taylor_MBBS_PB1_2024-03 (1)- Project & Portfolio 2.pptx
Thompson_Taylor_MBBS_PB1_2024-03 (1)- Project & Portfolio 2.pptxThompson_Taylor_MBBS_PB1_2024-03 (1)- Project & Portfolio 2.pptx
Thompson_Taylor_MBBS_PB1_2024-03 (1)- Project & Portfolio 2.pptxtmthompson1
 
SCI9-Q4-MOD9.pdfetiwtitw3i3uu45w5wtitwjt
SCI9-Q4-MOD9.pdfetiwtitw3i3uu45w5wtitwjtSCI9-Q4-MOD9.pdfetiwtitw3i3uu45w5wtitwjt
SCI9-Q4-MOD9.pdfetiwtitw3i3uu45w5wtitwjtadimosmejiaslendon
 
wagamamaLab presentation @MIT 20240509 IRODORI
wagamamaLab presentation @MIT 20240509 IRODORIwagamamaLab presentation @MIT 20240509 IRODORI
wagamamaLab presentation @MIT 20240509 IRODORIIRODORI inc.
 
Presentation4 (2) survey responses clearly labelled
Presentation4 (2) survey responses clearly labelledPresentation4 (2) survey responses clearly labelled
Presentation4 (2) survey responses clearly labelledCaitlinCummins3
 
Goal Presentation_NEW EMPLOYEE_NETAPS FOUNDATION.pptx
Goal Presentation_NEW EMPLOYEE_NETAPS FOUNDATION.pptxGoal Presentation_NEW EMPLOYEE_NETAPS FOUNDATION.pptx
Goal Presentation_NEW EMPLOYEE_NETAPS FOUNDATION.pptxNetapsFoundationAdmi
 
Navigating Tax Season with Confidence Streamlines CPA Firms
Navigating Tax Season with Confidence Streamlines CPA FirmsNavigating Tax Season with Confidence Streamlines CPA Firms
Navigating Tax Season with Confidence Streamlines CPA FirmsYourLegal Accounting
 
如何办理(SUT毕业证书)斯威本科技大学毕业证成绩单本科硕士学位证留信学历认证
如何办理(SUT毕业证书)斯威本科技大学毕业证成绩单本科硕士学位证留信学历认证如何办理(SUT毕业证书)斯威本科技大学毕业证成绩单本科硕士学位证留信学历认证
如何办理(SUT毕业证书)斯威本科技大学毕业证成绩单本科硕士学位证留信学历认证ogawka
 
How Bookkeeping helps you in Cost Saving, Tax Saving and Smooth Business Runn...
How Bookkeeping helps you in Cost Saving, Tax Saving and Smooth Business Runn...How Bookkeeping helps you in Cost Saving, Tax Saving and Smooth Business Runn...
How Bookkeeping helps you in Cost Saving, Tax Saving and Smooth Business Runn...YourLegal Accounting
 
10 Easiest Ways To Buy Verified TransferWise Accounts
10 Easiest Ways To Buy Verified TransferWise Accounts10 Easiest Ways To Buy Verified TransferWise Accounts
10 Easiest Ways To Buy Verified TransferWise Accountshttps://localsmmshop.com/
 

Recently uploaded (20)

Presentation on cross cultural negotiations.
Presentation on cross cultural negotiations.Presentation on cross cultural negotiations.
Presentation on cross cultural negotiations.
 
What are the differences between an international company, a global company, ...
What are the differences between an international company, a global company, ...What are the differences between an international company, a global company, ...
What are the differences between an international company, a global company, ...
 
Most Visionary Leaders in Cloud Revolution, Shaping Tech’s Next Era - 2024 (2...
Most Visionary Leaders in Cloud Revolution, Shaping Tech’s Next Era - 2024 (2...Most Visionary Leaders in Cloud Revolution, Shaping Tech’s Next Era - 2024 (2...
Most Visionary Leaders in Cloud Revolution, Shaping Tech’s Next Era - 2024 (2...
 
Sex service available my WhatsApp number 7374088497
Sex service available my WhatsApp number 7374088497Sex service available my WhatsApp number 7374088497
Sex service available my WhatsApp number 7374088497
 
The Vietnam Believer Newsletter_May 13th, 2024_ENVol. 007.pdf
The Vietnam Believer Newsletter_May 13th, 2024_ENVol. 007.pdfThe Vietnam Believer Newsletter_May 13th, 2024_ENVol. 007.pdf
The Vietnam Believer Newsletter_May 13th, 2024_ENVol. 007.pdf
 
Shots fired Budget Presentation.pdf12312
Shots fired Budget Presentation.pdf12312Shots fired Budget Presentation.pdf12312
Shots fired Budget Presentation.pdf12312
 
obat aborsi bandung wa 081336238223 jual obat aborsi cytotec asli di bandung9...
obat aborsi bandung wa 081336238223 jual obat aborsi cytotec asli di bandung9...obat aborsi bandung wa 081336238223 jual obat aborsi cytotec asli di bandung9...
obat aborsi bandung wa 081336238223 jual obat aborsi cytotec asli di bandung9...
 
A DAY IN LIFE OF A NEGOTIATOR By Pondicherry University MBA Students.pptx
A DAY IN LIFE OF A NEGOTIATOR By Pondicherry University MBA Students.pptxA DAY IN LIFE OF A NEGOTIATOR By Pondicherry University MBA Students.pptx
A DAY IN LIFE OF A NEGOTIATOR By Pondicherry University MBA Students.pptx
 
What is paper chromatography, principal, procedure,types, diagram, advantages...
What is paper chromatography, principal, procedure,types, diagram, advantages...What is paper chromatography, principal, procedure,types, diagram, advantages...
What is paper chromatography, principal, procedure,types, diagram, advantages...
 
Thompson_Taylor_MBBS_PB1_2024-03 (1)- Project & Portfolio 2.pptx
Thompson_Taylor_MBBS_PB1_2024-03 (1)- Project & Portfolio 2.pptxThompson_Taylor_MBBS_PB1_2024-03 (1)- Project & Portfolio 2.pptx
Thompson_Taylor_MBBS_PB1_2024-03 (1)- Project & Portfolio 2.pptx
 
SCI9-Q4-MOD9.pdfetiwtitw3i3uu45w5wtitwjt
SCI9-Q4-MOD9.pdfetiwtitw3i3uu45w5wtitwjtSCI9-Q4-MOD9.pdfetiwtitw3i3uu45w5wtitwjt
SCI9-Q4-MOD9.pdfetiwtitw3i3uu45w5wtitwjt
 
Obat Aborsi Depok 0851\7696\3835 Jual Obat Cytotec Di Depok
Obat Aborsi Depok 0851\7696\3835 Jual Obat Cytotec Di DepokObat Aborsi Depok 0851\7696\3835 Jual Obat Cytotec Di Depok
Obat Aborsi Depok 0851\7696\3835 Jual Obat Cytotec Di Depok
 
wagamamaLab presentation @MIT 20240509 IRODORI
wagamamaLab presentation @MIT 20240509 IRODORIwagamamaLab presentation @MIT 20240509 IRODORI
wagamamaLab presentation @MIT 20240509 IRODORI
 
Contact +971581248768 for 100% original and safe abortion pills available for...
Contact +971581248768 for 100% original and safe abortion pills available for...Contact +971581248768 for 100% original and safe abortion pills available for...
Contact +971581248768 for 100% original and safe abortion pills available for...
 
Presentation4 (2) survey responses clearly labelled
Presentation4 (2) survey responses clearly labelledPresentation4 (2) survey responses clearly labelled
Presentation4 (2) survey responses clearly labelled
 
Goal Presentation_NEW EMPLOYEE_NETAPS FOUNDATION.pptx
Goal Presentation_NEW EMPLOYEE_NETAPS FOUNDATION.pptxGoal Presentation_NEW EMPLOYEE_NETAPS FOUNDATION.pptx
Goal Presentation_NEW EMPLOYEE_NETAPS FOUNDATION.pptx
 
Navigating Tax Season with Confidence Streamlines CPA Firms
Navigating Tax Season with Confidence Streamlines CPA FirmsNavigating Tax Season with Confidence Streamlines CPA Firms
Navigating Tax Season with Confidence Streamlines CPA Firms
 
如何办理(SUT毕业证书)斯威本科技大学毕业证成绩单本科硕士学位证留信学历认证
如何办理(SUT毕业证书)斯威本科技大学毕业证成绩单本科硕士学位证留信学历认证如何办理(SUT毕业证书)斯威本科技大学毕业证成绩单本科硕士学位证留信学历认证
如何办理(SUT毕业证书)斯威本科技大学毕业证成绩单本科硕士学位证留信学历认证
 
How Bookkeeping helps you in Cost Saving, Tax Saving and Smooth Business Runn...
How Bookkeeping helps you in Cost Saving, Tax Saving and Smooth Business Runn...How Bookkeeping helps you in Cost Saving, Tax Saving and Smooth Business Runn...
How Bookkeeping helps you in Cost Saving, Tax Saving and Smooth Business Runn...
 
10 Easiest Ways To Buy Verified TransferWise Accounts
10 Easiest Ways To Buy Verified TransferWise Accounts10 Easiest Ways To Buy Verified TransferWise Accounts
10 Easiest Ways To Buy Verified TransferWise Accounts
 

Innovation in the Digital Channel

  • 2. Customer Experience Solutions. Delivered. 2 Customer Interactions move to Digital
  • 3. Customer Experience Solutions. Delivered. 3 Paradigm Shift : From “Inside-Out” to „Outside-in‟ Outside-In CUSTOMER Customer Enable EXPERIENCE LAYER INTERNAL Web / Mobile SYSTEMS Enable AND PLATFORMS Inside-Out
  • 4. Customer Experience Solutions. Delivered. 4 Bank 2.0 : Flexible Customer Experience Layer Customer Oriented Functions & Operations √ Innovation capability CUSTOMER & customer orientation EXPERIENCE LAYER LOOSELY COUPLED √ Efficiency & quality INTERNAL SYSTEMS AND PLATFORMS Back Office Functions & Processes
  • 5. Customer Experience Solutions. Delivered. 5 Challenge : Eliminate Silo‟s
  • 6. Customer Experience Solutions. Delivered. 6 Challenge: Create a Seamless Customer Experience
  • 7. Customer Experience Solutions. Delivered. 7 One Platform: Seamless Customer Journey Superior Customer Any Time Personal Experience In Control Any Place & Relevant Marketing Internet Customer Experience Platform Site Banking Integrate Integrate Integrate Integrate Content Data Applications Process BUs Products Systems Processes Compliance
  • 8. Customer Experience Solutions. Delivered. 8 Widgets (Mix & Match) ONLINE CALL BRANCH MOBILE CENTER OFFICE CUSTOMER ENGAGEMENT PORTAL PERSONALIZATION FORMS 1:1 Marketing Enrollment (targeting, segmentation) Re-Usable Self-Service ... COMMUNICATION Widgets CONTENT Chat, Mail, SMS Consistent Across Channels INTERNET BANKING OTHER APPLICATIONS 3TH PARTY APPS Transactional CRM PFM
  • 9. Customer Experience Solutions. Delivered. 9 Engagement Banking : Adding Value Measure Engagement Targeting Relevant Conversion Content Ingredients Track Transaction Advice Behavior Calculate Centric Budget Self- User Service Plan Rate Experience Share Layer
  • 10.
  • 11. Customer Experience Solutions. Delivered. 11 Challenge : Compliance & Fast time to Market
  • 12. Customer Experience Solutions. Delivered. 12 Challenge : Making it Personal & Relevant
  • 13. Customer Experience Solutions. Delivered. 13 13 Targeting : Segmentation & 1:1 Marketing TRACKING CUSTOMER BEHAVIOR PREFERENCES Implicit Explicit Profiling Profiling Social Customer Targeting API Rules Profile Data Existing CRM Content Integration Rendering Services Services Services
  • 14. Customer Experience Solutions. Delivered. 14 Targeting : Sales Campaigns 14 14
  • 15. Customer Experience Solutions. Delivered. 15 Targeting: Rules, Segments and Variants 15 15
  • 16. Customer Experience Solutions. Delivered. 16 BANK 2.0 : Empower All Stakeholders Customers • Superior User Experience • Personal & Relevant • Anytime, Anyplace & Any Device Business IT • Optimize online results • Leverage existing infrastructure • Lower Cost per Contact • Easy integration • Control: less IT dependency • Secure & Performance
  • 17. Customer Experience Solutions. Delivered. 17 17 Portal Manager : Empower Business Teams Portal Manager Bank 2.0 Portal (e-Business Professionals) (Your Customers) Backbase CX Platform Existing Banking Systems
  • 18. Customer Experience Solutions. Delivered. 18 Portal Manager : Configurable by Business / Marketing 18
  • 19. Customer Experience Solutions. Delivered. 19 Portal Manager : ICE (In Context Editing) 19
  • 20. Customer Experience Solutions. Delivered. 20 Portal Manager : Preview (across devices) 20
  • 21. Customer Experience Solutions. Delivered. 21 Bank 2.0 Solution
  • 22. Customer Experience Solutions. Delivered. 22 Customer Oriented Functions & Operations √ Customer Customer-driven Experience Value Creation Layer LOOSELY COUPLED √ Operational Efficiency & Quality INTERNAL SYSTEMS AND PLATFORMS Back Office Functions & Processes
  • 23. Customer Experience Solutions. Delivered. 23 Backbase: Bank 2.0 Portal Software BACKBASE BANK 2.0 PORTAL ✓ Superior User Experience Customer ✓ Multi-Device Access in Control ✓ Personal & Relevant CUSTOMER PORTAL ✓ Optimize Online Results PORTAL MANAGER Business ✓ Lower Cost-per-Contact in Control ✓ Reduce IT Dependency SECURITY PERSONALIZATION CONTENT PRESENTATION ✓ Leverage Existing Systems INTEGRATION SERVICES SERVICES SERVICES SERVICES SERVICES IT ✓ Easy Integration in Control ✓ Secure & Performance CORE BANKING SYSTEMS & PROCESSES
  • 25. Customer Experience Solutions. Delivered. 25 25
  • 26.
  • 27.
  • 29. Customer Experience Solutions. Delivered. 29 Customer Case : Al Rajhi Bank
  • 32. Customer Experience Solutions. Delivered. 32 Thank You! New York - Amsterdam - Singapore - Moscow REQUEST@BACKBASE.COM

Editor's Notes

  1. CustomerNeed: Superior User Experience, Any DeviceDesire: Frictionless ExperienceGoal: Simplicity, easiness, faster time to completion, BusinessNeed: In Control, Less IT dependencyDesire: Faster time 2 marketGoal: More flexibility, Grow revenue, Lower cost per contactITNeed: Keeping up with Business demandDesire: Reuse existing systems, Easy Integration, More AgilityGoal: Reduce risk and Increase flexibility
  2. CustomerNeed: Superior User Experience, Any DeviceDesire: Frictionless ExperienceGoal: Simplicity, easiness, faster time to completion, BusinessNeed: In Control, Less IT dependencyDesire: Faster time 2 marketGoal: More flexibility, Grow revenue, Lower cost per contactITNeed: Keeping up with Business demandDesire: Reuse existing systems, Easy Integration, More AgilityGoal: Reduce risk and Increase flexibility