Presentation by Backbase CEO Jouk Pleiter on Innovation in the Digital Channel for banks and other financials.

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Customer Interactions move to Digital

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Paradigm Shift : From “Inside-Out” to „Outside-in‟
Outside-In
CUSTOMER Customer Enable
EXPERIENCE
LAYER
INTERNAL Web / Mobile
SYSTEMS Enable
AND PLATFORMS
Inside-Out

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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

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Challenge : Eliminate Silo‟s

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Challenge: Create a Seamless Customer Experience

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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

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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

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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

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Challenge : Compliance & Fast time to Market

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Challenge : Making it Personal & Relevant

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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

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Targeting : Sales Campaigns
14 14

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Targeting: Rules, Segments and Variants
15 15

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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

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Portal Manager : Empower Business Teams
Portal Manager Bank 2.0 Portal
(e-Business Professionals) (Your Customers)
Backbase CX Platform
Existing Banking Systems

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Portal Manager : Configurable by Business / Marketing
18

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Portal Manager : ICE (In Context Editing)
19

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Portal Manager : Preview (across devices)
20

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Bank 2.0
Solution

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Customer Oriented
Functions & Operations
√
Customer
Customer-driven
Experience
Value Creation Layer
LOOSELY
COUPLED
√
Operational
Efficiency & Quality INTERNAL
SYSTEMS
AND PLATFORMS
Back Office
Functions & Processes

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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

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Customer Case : Al Rajhi Bank

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Thank You!
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