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Bank 2.0 & the Power of Widgets as presented in the Backbase webinar: Banking on Digital: Innovation in Financial Services A 'Digital First' mindset is fundamental for financial services providers focused on significantly enhancing customer satisfaction, building customer loyalty and deepening share of wallet. In this joint Accenture and Backbase webinar, Joydeep Bhattacherya, Managing Director at Accenture and Jouk Pleiter, CEO & Co-Founder at Backbase will talk about how banks can adopt a Digital First strategy and will focus on how to create a Amazon-like post-login banking experience.
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Customer Experience Solutions. Delivered. 1
BANK 2.0Blueprint
2
BANK 2.0 : From “Inside-Out” to “Outside-In”
Inside OutPRODUCTS& IT SYSTEMS
Outside In
Customer
Experience
Layer
LOOSELYCOUPLED
3
BACKBASE : Customer Experience Layer
Customer Oriented
Functions
Back Office Functions
Customer
Experience
Layer
LOOSELYCOUPLED
Innovation capability
& customer orientation√
PRODUCTS& IT SYSTEMS
Customer Experience Solutions. Delivered. 4
InternalApps &Content
MobileTabletsApps
Direct 2 Consumer
ClosedCustomer
Environment
PublicMarketing
Sites
Apps
Seamless Customer Experience – Customer Journey
Content CRM Processes Compliance
Customer Experience Portal
Fast & Frictionless
CRMIntegration
Security &Compliance
ProcessIntegration
Personal &Relevant
ApplicationIntegration
SuperiorExperience
Any TimeAny Place
Distribution Channels
IFABanksBuilding SocietiesBrokers, …
Customer Experience Solutions. Delivered. 5
Widgets – Engagement Building Blocks
Re-Usable
WidgetsCONTENT
Re-use across Channels
FORMS
Origination, Self-Service ...
PERSONALIZATION
1:1 Marketing(targeting, segmentation)
COMMUNICATION
Chat, Mail, SMS
Banking Systems
Transactional
CRM Systems
CRM, Social, …
3TH Party Apps
PFM, Portfolio,
Customer Engagement Portal
Digital Channels Front-Office Operations
Customer Experience Solutions. Delivered. 6
Widgets - From Transaction to Engagement Banking
6
Transaction
Banking
Actionable
Insights
Valuable
Content
Origination /
Self-Service
My Bank
Dashboard
Advisory
Tools
Targeted
Offers
Bank 2.0
Widgets
Engagement
Banking
Chat, Video
Alert
Engagement
Ingredients
Customer Experience Solutions. Delivered. 7
Widgets – Responsive Design : Any Device
Customer Experience Solutions. Delivered. 8
Widgets – Targeting to the Right Person / Right Time
Targeting Engine
Preference
Customize
Behavior
Tracking
Context
Awareness
Social
Data
Integration
SocialFacebookGoogle +
…CRM Data
Customer Experience Solutions. Delivered. 9
Bank 2.0 Portal / Widgets
End-Users
Web Analytics
Operational CRM
Analytical CRM
Core Banking
Systems
3rd Party
Systems
Analytical &
Operational CRM
Bank 2.0 Portals
Widgets – Distributed / Networked / Social World
Bank 2.0 Operation
Social Networks Affiliates
Customer Experience Solutions. Delivered. 10
Demo
Customer Experience Solutions. Delivered. 11
ITBusiness
Customer
Security
Permissions
Application
Integration
Re-Use
Existing Assets
Content
Life Cycle
Brand
Experience
Personalization
Sales Campaigns
Any Device : Mobile
Context
Social Connected
Customize / Preferences
Customer Experience Solutions. Delivered. 12
Q&A
