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Jouk Pleiter presenting the UX challenge most organizations face. There are great ideas, designs and plans, but most systems are not flexible to adopt them. How to solve this problem?
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Customer Experience Solutions. Delivered. 1
UX challenges
Customer Experience Solutions. Delivered. 2Customer Experience Solutions. Delivered.
Our latest white paper is available for download at:http://banking.backbase.com/adv/ux-whitepaper.php
Customer Experience Solutions. Delivered. 3Customer Experience Solutions. Delivered.
IT Challenge
Customer Experience Solutions. Delivered. 4
Paradigm Shift : From “Inside-out” to “Outside-in”
Core Systems& Products INSIDE-OUT
approach
Outside-Inapproach
Customer
Experience
Layer
Customer
Experience
Layer
4
Customer Experience Solutions. Delivered. 5
Loosely Coupled : Customer Experience Layer
INTERNALSYSTEMS
AND PLATFORMS
CustomerExperience
Layer
CHANGE REQUIREMENTS
CHANGE CAPABILITY
Customer Experience Solutions. Delivered. 6Customer Experience Solutions. Delivered.
…Mobile
AppInternet
Banking
Marketing
Site
Banking Systems & Processes
Mobile
AppCustomer Experience Layer
Easiness Any Device Personal
ApplicationIntegration
ContentIntegration
ProcessIntegration
Customizable
SecurityIntegration
*Outside-in Approach - Customer Centric Journeys.
Unify underlying systems (silos) and products groups in seamless Customer
Journey.
Offer Relevant and Actionable content and functions based on Needs &
Preferences
Seamless Customer ExperienceAcross Channels & Devices
Customer Experience Solutions. Delivered. 7
MarketingContent
PersonalContent
Comm.Tools
MyProducts
My ProfilePreferences
Transactions
AccountsSummary
Public
Blend your open and closed environment into an integrated customer
journey
Leverage underlying systems without the need for large scale renovation.
Seamless Customer ExperienceSingle platform for Public & Private interactions
*
Customer Experience Solutions. Delivered. 8
Mechanics Used : Widgets
1:1 customer treatment(targeting, segmentation)
Rules & Flows
collect customer preferences(implicit & explicit)
Customer Profile
Transactional
Core Banking
CRM, Brokerage, …
Other Back-end Functions
PFM, …
3rd Party Functions
Consistent across Channels
Content
Simulation, Calculators, …
Advisory Tools
Re-UsableWidgets
8
Customer Experience Solutions. Delivered. 9
Clipping a Video EXAMPLES
Customer Experience Solutions. Delivered. 10Customer Experience Solutions. Delivered.
OrganizationalChallenge
Customer Experience Solutions. Delivered. 11Customer Experience Solutions. Delivered.
Our Vision : Empower all stakeholderscustomers, e-business- and IT teams.
CustomerBusiness
IT
✓ Superior User Experience
✓ Multi-Device Access (mobile)
✓ Personal & Relevant
Optimize Online Results ✓
Lower Cost-per-Contact ✓
Agility : Less IT Dependency ✓
✓ Leverage Existing Infrastructure
✓ Easy Integration
✓ Secure & Performance
Customer Experience Solutions. Delivered. 12Customer Experience Solutions. Delivered.
Create multiple layers of ControlEmpower all stakeholders : customers, e-business- and IT teams.
CORE BANKING SYSTEMS & ROCESSES
BANK 2.0 CUSTOMER PORTAL
E-BUSINESS PORTAL MANAGER
SECURITYSERVICES
INTEGRATIONSERVICES
PERSONALIZATIONSERVICES
CONTENTSERVICES
PRESENTATIONSERVICES
Customerin Control
Businessin Control
ITin Control
JOURNEYSERVICES
Customer Experience Solutions. Delivered. 13
To easily manage and optimize their portal directly ( > Publish)
Reducing their dependency of (limited) IT resources ( > DTAP)
.
Bank 2.0 Portal
Portal Manager(e-Business Professionals)
End-Users Portal (Customers)
Businessin Control
*
Business NeedsDo it Yourself (DIY) Portal Management
Customer Experience Solutions. Delivered. 14Customer Experience Solutions. Delivered.
Portal Manager
Customer Experience Solutions. Delivered. 16
We Deliver : 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.
16
Customer Experience Solutions. Delivered. 17
Bank 2.0 Portal Solutions : Global Customer Success
17
Customer Experience Solutions. Delivered. 18Customer Experience Solutions. Delivered.
Thank you!JOUK PLEITER | [email protected] | @joukpleiter|
