View
4.418
Download
4
Embed Size (px)
DESCRIPTION
Jouk Pleiter, CEO & Co-Founder of Backbase presenting Bank 2.0 & Engagement Banking.
Citation preview
Customer Experience Solutions. Delivered. 1
BANK 2.0Get ready for the Era of
Customer Engagement
Customer Experience Solutions. Delivered. 2
Our latest white paper on Engagement Banking is available for download at:
banking.backbase.com/adv/futureofbanking-whitepaper.php
Customer Experience Solutions. Delivered. 4
Forrester : Next Gen Digital Financial Services
Rising customer expectations and the growing importance of the Web and mobile as sales and service channels mean that financial services e-Business executives need to fundamentally improve the way they serve customers via digital channels.
4
Customer Experience Solutions. Delivered. 5
Paradigm Shift : From “Inside-out” to “Outside-in”
Core Systems& Products INSIDE-OUT
approach
Outside-Inapproach
Customer
Experience
Layer
Customer
Experience
Layer
5
Customer Experience Solutions. Delivered. 6
Loosely Coupled : Customer Experience Layer
INTERNALSYSTEMS
AND PLATFORMS
CustomerExperience
Layer
CHANGE REQUIREMENTS
CHANGE CAPABILITY
Customer Experience Solutions. Delivered. 7
TrendsCustomers Expectations for Bank 2.0
…Mobile
App
Internet
Banking
8
Marketing
Site
Core Banking Systems & Processes
Mobile
AppCustomer Experience Layer
SuperiorExperience
Any DeviceAny Place
TargetingCross / Up Selling
ApplicationIntegration
ContentIntegration
ProcessIntegration
My BankCustomization
SecurityIntegration
Eliminate Silo’s Creating a seamless Customer Journey 1
MarketingContent
PersonalContent
Comm.Tools
MyProducts
My ProfilePreferences
Transactions
AccountsSummary
Public
9Merging “Open” and “Closed”Creating a seamless Customer Journey 2
1:1 customer treatment(targeting, segmentation)
Personalization / My Bank
Mail / SMS / Chat / Video
Communication
Transactional
Internet Banking
CRM, Brokerage, …
Other Back-end Functions
PFM, …
3rd Party Functions
Consistent across Channels
Content
Simulation, Calculators, …
Advisory Tools
Re-UsableWidgets
10Modular & Flexible (Widgets)Mix & Match the right content, data and functionality 3
TVTV MobileMobile PC / MacPC / Mac
Customer Experience Layer
11Multi-Device AccessAny Time – Any Place – Any Device 4
12Cross-Channel Customer JourneyCX Layer across multiple customer interaction channels
TransactionSystems
Advisory Tools
Communication Tools
PersonalizedContent
EngagementApps
ONLINE BRANCH CALL
5
Customer Experience Solutions. Delivered. 13
Bank 2.0 Portal Demo | Examples
Bank 2.0 Portal
Portal Manager(e-Business Professionals)
Bank 2.0 Portal (Customers)
Businessin Control
Bank 2.0 Portal in ActionOptimize your online Customer Experience
Customers in Control
Bank 2.0 Portal
Portal Manager(e-Business Professionals)
Bank 2.0 Portal (Customers)
Businessin Control
DIY Portal ManagementEmpower e-business teams to manage and optimize your Portal
Customers in Control
Customer Experience Solutions. Delivered. 16
Different layers for different levels of controlBringing control and ease to customer, e-business and IT teams.
CORE BANKING SYSTEMS & PROCESSES
BANK 2.0 CUSTOMER PORTAL
E-BUSINESS PORTAL MANAGER
SECURITYSERVICES
INTEGRATIONSERVICES
PERSONALIZATIONSERVICES
CONTENTSERVICES
PRESENTATIONSERVICES
Customerin Control
Businessin Control
ITin Control
Backbase introduction | July 24, 2011
✓ Superior User Experience
✓ Multi-Device Access
✓ Personal & Relevant
✓ Optimize Online Results
✓ Lower Cost-per-Contact
✓ Reduce IT Dependency
✓ Leverage Existing Systems
✓ Easy Integration
✓ Secure & Performance
Customer Experience Solutions. Delivered. 17
About BackbaseBank 2.0 Portal solutions delivered…
Customer Experience Solutions. Delivered. 18
BANK 2.0 Portal Specialist
Backbase is global Bank 2.0 Portal leader
We help banks to move their online channel o the next level…
Customer Centric
Our Vision = “outside-in” : Customer Experience Layer
Customer Experience Management is our DNA
Customer Experience Solutions. Delivered. 20
Business Centric
Business Agility : DIY Presentation Orchestration (portal manager)
Business Results : Drive Revenue & Loyalty
Customer Experience Solutions. Delivered. 21
Backbase : Global Customer Success
21
Customer Experience Solutions. Delivered. 22
Backbase : Global Partner Network
22
Customer Experience Solutions. Delivered. 23
Thank you!WWW.BACKBASE.COM
NEW YORK : +1 646 205 3648
AMSTERDAM: +31 (0)20 465 8888