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Customer Experience Solutions. Delivered.   1




Engagement Banking
Customer Experience Solutions. Delivered.   2



INTRODUCING : RICH PORTAL SOFTWARE
Customer Experience Solutions. Delivered.   3




Value Proposition

Customer Engagement
Customer Experience Solutions. Delivered.   4




Transform your
online channels
into a Customer
Engagement Platform
Customer Experience Solutions. Delivered.          5



Vision (1) : Outside-In Approach




        INTERNAL                                            WEB
         SYSTEMS                        INSIDE-OUT          ENABLEMENT
      AND PLATFORMS                     APPROACH
Customer Experience Solutions. Delivered.          5



Vision (1) : Outside-In Approach

                                    OUTSIDE-IN
                                    APPROACH


                                                           Customer
        CUSTOMER                                           Engagement
       EXPERIENCE




        INTERNAL                                            WEB
         SYSTEMS                        INSIDE-OUT          ENABLEMENT
      AND PLATFORMS                     APPROACH
Customer Experience Solutions. Delivered.                                         6



Vision (2) : User Experience Layer

                                    Online – Any Device          Call Center         Branch
                                     (public, personal)           Agents             Office


                                               Customer Engagement Portal



                                                                                                  Advisory Tools
       Business Rules

     1:1 customer treatment                                                                   Simulation, Calculators, …
    (targeting, segmentation)                          Re-Usable
                                                        Widgets
      Customer Profile                                                                                Content

  collect customer preferences                                                                Consistent across Channels
        (implicit & explicit)



                        Core Banking              Other Back-end Functions       3rd Party Functions

                         Transactional                     CRM, …                       PFM, …
Customer Experience Solutions. Delivered.                   7



Vision (3) : One Site with Seamless Journey

    Traditional banking sites suffer from the silo
     syndrome. How to get it right?
    Create a single site – with seamless transition
     from open to closed

         Open            Closed                        Open – Soft Login - Secure



    Benefit:
1.   seamless customer journey
2.   integrated secure architecture
3.   Single platform to manage, monitor and optimize
Customer Experience Solutions. Delivered.                                  8



Vision (4) : One Platform, Multiple Devices




                      Tablet                Smart Phone                    PC




                                         BACKBASE                                      Front
                                        Bank 2.0 Portal                                Office
                                                                                                unified
                                                                                                desktop
    Social Networks




                          Cloud                                 Enterprise
                 Content, Data & Services             Content, Data and Applications
Customer Experience Solutions. Delivered.                                  8



Vision (4) : One Platform, Multiple Devices




                      Tablet                Smart Phone                    PC




                                         BACKBASE                                      Front
                                        Bank 2.0 Portal                                Office
                                                                                                unified
                                                                                                desktop
    Social Networks




                          Cloud                                 Enterprise
                 Content, Data & Services             Content, Data and Applications
Customer Experience Solutions. Delivered.                               9



Vision (5) : Multi-Channel Experience


                    Online (open / protected)                CCC              Branch

                          Visitor / Customer                 Advisor           Agent


                                       Secure &            Integrated Information
SAME INTERFACE     Non Secure
                                      Personalized      Accessible from a single point



                                     Full access to          Full access depending on
ACCESS RIGHTS      Free Access
                                     Personal Data              Authorization Level



                                     Detailed Info             Advanced Info &
                    Basic Info
INFORMATION                          Relevant Info      Easy Information management



                                                        Access to Customer simulation
                     Generic            Personal
TOOLS                                                     Results – Cross & Up sell
Customer Experience Solutions. Delivered.   10
                                                            14



Vision (6) : Customer Engagement Platform




                        Web Site 1.0




             Core Banking Systems & Processes
Customer Experience Solutions. Delivered.   10
                                                            14



Vision (6) : Customer Engagement Platform




          Customer Engagement Platform
                   Web Site 1.0




             Core Banking Systems & Processes
Customer Experience Solutions. Delivered.   10
                                                            14



Vision (6) : Customer Engagement Platform




          Customer Engagement Platform
                   Web Site 1.0




             Core Banking Systems & Processes
Customer Experience Solutions. Delivered.                     10
                                                                                       14



Vision (6) : Customer Engagement Platform




     Superior             Customer                Mobile             Personalization
    Experience            In Control             Optimized             & Targeting


               Customer Engagement Platform
                        Web Site 1.0
  Content / Profile        Security &             Application          App Store
   Management            Access Control           Integration          (web 2.0)



                      Core Banking Systems & Processes
Customer Experience Solutions. Delivered.   11
                                                                  15



Vision (7) : Faster time to market

                              CHANGE REQUIREMENTS




        Flexible
        UX-Layer




                                CHANGE CAPABILITY


        INTERNAL
         SYSTEMS
      AND PLATFORMS
Customer Experience Solutions. Delivered.   12




Solution Overview

Bank 2.0 Portal
Customer Experience Solutions. Delivered.                 13
                                                                                           17



Bank 2.0 Portal : Empower Multiple Stakeholders




                                                                              Customer
                                                                              in Control
                         BANK 2.0 Customer Portal

                                                                               Business
                         E-Business Portal Manager
                                                                              in Control

    Security       Aggregation   Personalization   Content     Presentation
    Services        Services        Services       Services      Services
                                                                                  IT
Customer Engagement Platform                                                  in Control
                    Core Banking Systems & Processes
Customer Experience Solutions. Delivered.   14




Bank 2.0 Portal

Customer In Control
Customer Experience Solutions. Delivered.   15
                                                               19



Customers : Personal & Relevant Customer Experience


 CUSTOMERS

               Customer                 Any Place
               in Control              Any Device



 E-BUSINESS

                Business                Manage &
               in Control               Optimize



 IT

                   IT                     Secure &
               in Control                 Flexible
Customer Experience Solutions. Delivered.                16




                                                               Customer
                                                               in Control
ABN AMRO – Demo Portal
Customer
                                in Control
ABN AMRO – Demo Portal (iPad)
Customer Experience Solutions. Delivered.   18
                                                           22



Dashboard with Ask My Advisor
Customer Experience Solutions. Delivered.   19
                                                           23



Dashboard with Ask My Advisor
Customer Experience Solutions. Delivered.   20
                                            24
Customer Experience Solutions. Delivered.                21




                                                                  Customer
                                                                  in Control
Bank 2.0 : Any Place, Any Time, Any Device
Customer Experience Solutions. Delivered.   22




Bank 2.0 Portal

E-Business In Control
Customer Experience Solutions. Delivered.   23



Business : Easy Portal Management, Less IT support


CUSTOMERS

               Customer                 Any Place
               in Control              Any Device



E-BUSINESS
                Business                Manage &
               in Control               Optimize



IT

                    IT                    Secure &
                in Control                Flexible
Customer Experience Solutions. Delivered.                24




                                                                  Business
                                                                 in Control
Portal Manager : e-Business Dashboard
Customer Experience Solutions. Delivered.                25




                                                                    Business
                                                                   in Control
Portal Manager : In Context Portal Editor
Customer Experience Solutions. Delivered.                26




                                                                   Business
                                                                  in Control
Portal Manager : Quick Content Edits
Customer Experience Solutions. Delivered.                27




                                                                    Business
                                                                   in Control
Portal Manager : In Context Targeting
Customer Experience Solutions. Delivered.                28




                                                                  Business
                                                                 in Control
Portal Manager : WYSIWYG Preview (regular browser)
Customer Experience Solutions. Delivered.                29




                                                                  Business
                                                                 in Control
Portal Manager : Preview (tablet optimized)
Customer Experience Solutions. Delivered.   30




Bank 2.0 Portal

IT In Control
Customer Experience Solutions. Delivered.      31



IT in Control : Portal Technology Services




                  User Experience
                       Layer

                                             Loosely Coupled
                                                 Integration

                                               Web Oriented
                                                Architecture
                 Internal Systems
                   & Processes
Customer Experience Solutions. Delivered.                32
                                                                                    36



Portal Architecture : Portal Services




      BB PORTAL


                                  Presentation Services



           Security       Personalization             Mash-up          Content
           Services          Services                 Services         Services

                                USER                                    CONTENT
                               PROFILE                                 REPOSITORY




Existing infrastructure
Customer Experience Solutions. Delivered.   33




Thank you for your Time
WWW.BACKBASE.COM
REQUEST@BACKBASE.COM
SAN FRANCISCO: +1 866 800 8996
AMSTERDAM: +31 (0)20 465 8888

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Engagement Banking Strategy by Jouk Pleiter

  • 1. Customer Experience Solutions. Delivered. 1 Engagement Banking
  • 2. Customer Experience Solutions. Delivered. 2 INTRODUCING : RICH PORTAL SOFTWARE
  • 3. Customer Experience Solutions. Delivered. 3 Value Proposition Customer Engagement
  • 4. Customer Experience Solutions. Delivered. 4 Transform your online channels into a Customer Engagement Platform
  • 5. Customer Experience Solutions. Delivered. 5 Vision (1) : Outside-In Approach INTERNAL WEB SYSTEMS INSIDE-OUT ENABLEMENT AND PLATFORMS APPROACH
  • 6. Customer Experience Solutions. Delivered. 5 Vision (1) : Outside-In Approach OUTSIDE-IN APPROACH Customer CUSTOMER Engagement EXPERIENCE INTERNAL WEB SYSTEMS INSIDE-OUT ENABLEMENT AND PLATFORMS APPROACH
  • 7. Customer Experience Solutions. Delivered. 6 Vision (2) : User Experience Layer Online – Any Device Call Center Branch (public, personal) Agents Office Customer Engagement Portal Advisory Tools Business Rules 1:1 customer treatment Simulation, Calculators, … (targeting, segmentation) Re-Usable Widgets Customer Profile Content collect customer preferences Consistent across Channels (implicit & explicit) Core Banking Other Back-end Functions 3rd Party Functions Transactional CRM, … PFM, …
  • 8. Customer Experience Solutions. Delivered. 7 Vision (3) : One Site with Seamless Journey  Traditional banking sites suffer from the silo syndrome. How to get it right?  Create a single site – with seamless transition from open to closed Open Closed Open – Soft Login - Secure  Benefit: 1. seamless customer journey 2. integrated secure architecture 3. Single platform to manage, monitor and optimize
  • 9. Customer Experience Solutions. Delivered. 8 Vision (4) : One Platform, Multiple Devices Tablet Smart Phone PC BACKBASE Front Bank 2.0 Portal Office unified desktop Social Networks Cloud Enterprise Content, Data & Services Content, Data and Applications
  • 10. Customer Experience Solutions. Delivered. 8 Vision (4) : One Platform, Multiple Devices Tablet Smart Phone PC BACKBASE Front Bank 2.0 Portal Office unified desktop Social Networks Cloud Enterprise Content, Data & Services Content, Data and Applications
  • 11. Customer Experience Solutions. Delivered. 9 Vision (5) : Multi-Channel Experience Online (open / protected) CCC Branch Visitor / Customer Advisor Agent Secure & Integrated Information SAME INTERFACE Non Secure Personalized Accessible from a single point Full access to Full access depending on ACCESS RIGHTS Free Access Personal Data Authorization Level Detailed Info Advanced Info & Basic Info INFORMATION Relevant Info Easy Information management Access to Customer simulation Generic Personal TOOLS Results – Cross & Up sell
  • 12. Customer Experience Solutions. Delivered. 10 14 Vision (6) : Customer Engagement Platform Web Site 1.0 Core Banking Systems & Processes
  • 13. Customer Experience Solutions. Delivered. 10 14 Vision (6) : Customer Engagement Platform Customer Engagement Platform Web Site 1.0 Core Banking Systems & Processes
  • 14. Customer Experience Solutions. Delivered. 10 14 Vision (6) : Customer Engagement Platform Customer Engagement Platform Web Site 1.0 Core Banking Systems & Processes
  • 15. Customer Experience Solutions. Delivered. 10 14 Vision (6) : Customer Engagement Platform Superior Customer Mobile Personalization Experience In Control Optimized & Targeting Customer Engagement Platform Web Site 1.0 Content / Profile Security & Application App Store Management Access Control Integration (web 2.0) Core Banking Systems & Processes
  • 16. Customer Experience Solutions. Delivered. 11 15 Vision (7) : Faster time to market CHANGE REQUIREMENTS Flexible UX-Layer CHANGE CAPABILITY INTERNAL SYSTEMS AND PLATFORMS
  • 17. Customer Experience Solutions. Delivered. 12 Solution Overview Bank 2.0 Portal
  • 18. Customer Experience Solutions. Delivered. 13 17 Bank 2.0 Portal : Empower Multiple Stakeholders Customer in Control BANK 2.0 Customer Portal Business E-Business Portal Manager in Control Security Aggregation Personalization Content Presentation Services Services Services Services Services IT Customer Engagement Platform in Control Core Banking Systems & Processes
  • 19. Customer Experience Solutions. Delivered. 14 Bank 2.0 Portal Customer In Control
  • 20. Customer Experience Solutions. Delivered. 15 19 Customers : Personal & Relevant Customer Experience CUSTOMERS Customer Any Place in Control Any Device E-BUSINESS Business Manage & in Control Optimize IT IT Secure & in Control Flexible
  • 21. Customer Experience Solutions. Delivered. 16 Customer in Control ABN AMRO – Demo Portal
  • 22. Customer in Control ABN AMRO – Demo Portal (iPad)
  • 23. Customer Experience Solutions. Delivered. 18 22 Dashboard with Ask My Advisor
  • 24. Customer Experience Solutions. Delivered. 19 23 Dashboard with Ask My Advisor
  • 25. Customer Experience Solutions. Delivered. 20 24
  • 26. Customer Experience Solutions. Delivered. 21 Customer in Control Bank 2.0 : Any Place, Any Time, Any Device
  • 27. Customer Experience Solutions. Delivered. 22 Bank 2.0 Portal E-Business In Control
  • 28. Customer Experience Solutions. Delivered. 23 Business : Easy Portal Management, Less IT support CUSTOMERS Customer Any Place in Control Any Device E-BUSINESS Business Manage & in Control Optimize IT IT Secure & in Control Flexible
  • 29. Customer Experience Solutions. Delivered. 24 Business in Control Portal Manager : e-Business Dashboard
  • 30. Customer Experience Solutions. Delivered. 25 Business in Control Portal Manager : In Context Portal Editor
  • 31. Customer Experience Solutions. Delivered. 26 Business in Control Portal Manager : Quick Content Edits
  • 32. Customer Experience Solutions. Delivered. 27 Business in Control Portal Manager : In Context Targeting
  • 33. Customer Experience Solutions. Delivered. 28 Business in Control Portal Manager : WYSIWYG Preview (regular browser)
  • 34. Customer Experience Solutions. Delivered. 29 Business in Control Portal Manager : Preview (tablet optimized)
  • 35. Customer Experience Solutions. Delivered. 30 Bank 2.0 Portal IT In Control
  • 36. Customer Experience Solutions. Delivered. 31 IT in Control : Portal Technology Services User Experience Layer Loosely Coupled Integration Web Oriented Architecture Internal Systems & Processes
  • 37. Customer Experience Solutions. Delivered. 32 36 Portal Architecture : Portal Services BB PORTAL Presentation Services Security Personalization Mash-up Content Services Services Services Services USER CONTENT PROFILE REPOSITORY Existing infrastructure
  • 38. Customer Experience Solutions. Delivered. 33 Thank you for your Time WWW.BACKBASE.COM REQUEST@BACKBASE.COM SAN FRANCISCO: +1 866 800 8996 AMSTERDAM: +31 (0)20 465 8888