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IBM banking front office solutions help banks solve their enterprise customer management issues; manage data effectively to create a single view of the customer and leverage opportunities of up-sell and cross-sell.
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© 2010 IBM Corporation
Banking: Front Office
Boxley Llewellyn – Director of Banking Industry Growth Initiatives
August 2010
© 2010 IBM Corporation
Building a smarter planet
The Emerging Economies are leading the global economic recovery with banks well positioned for growth due to effective risk management
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© 2010 IBM Corporation
Building a smarter planet
CEOs identified getting closer to the customer as the top priority in the New Economic Environment
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© 2010 IBM Corporation
Building a smarter planet
Clients believe banks offer products and services that are not aligned with the clients’ best interests
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© 2010 IBM Corporation
Building a smarter planet
Banks have overlooked their customers’ values and behaviors
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© 2010 IBM Corporation
Building a smarter planet
Customer value drivers are fragmenting – demographics, value systemsMass customization becomes essential
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© 2010 IBM Corporation
Building a smarter planet
JPMorgan Chase reported an increased of 75% in 12 months to deposits collected via envelope-less ATMs
Online focused initiatives are increasing
Use of connected video kiosks targeted to reduce branch footprint while providing a superior customer experience
Mobile technology-led pilots leveraging apps, location based capabilities are common; the primary driver is to drive value beyond core banking products
Process-led innovation to deliver cost effective differentiated service
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Banks investments in new initiatives drive customer satisfaction while improving bottom line results
© 2010 IBM Corporation
Building a smarter planet
Regaining TRUST one step at a time
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Transparency
Value for Clients (Price, Return, Innovation)
Differentiated Service
Intelligent Interactions
© 2010 IBM Corporation
Building a smarter planet
Customer Experience – Making it Happen
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People: Reporting Tools, Customer focused training, Staffing/Incentives
Processes: Customer Facing, Back Office, Digitalization
Customer Data: Single view of the customer, Real Time Analytics
Technologies: SOA, Cloud, Open Source, Mobile
Brand/Marketing Products and ServicesBranch Staff Self-Service Internet Bank Telephone Bank
© 2010 IBM Corporation
Building a smarter planet
IBM Banking Industry Framework for Customer Care and Insight
Customer Care and Insight
Customer Information Optimization
Compliance Process
Optimization
Customer Insight
Optimization
Multi-Channel Transformation
Sales Process
Optimization
Service Process
Optimization
Marketing Process
Optimization
IntegrationOptimization
AnalyticsCollaboration
SecurityResiliency
Customer Care and Insight
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Customer Segmentation and Profitability
Campaign Management
Marketing Communication
Common Channel IT Architecture
Channel Renovation (including Internet, Mobile, Teller and Branch, Contact Center, ATM and Kiosk)
Customer Analytics
Business Insight
Search & Discovery Analytics
Threat & Fraud Intelligence
Cross Sell / Up Sell
Lending Optimization
Dynamic Product Bundling
Customer Onboarding (aka Account Opening)
Case Management
Contact Center Optimization
Disputes
Event-Based Decisioning
Customer Data Integration
Common Data Warehousing and Models
Enable Information as a Service (SOA Foundation and Infrastructure)
Customer Preferences
Know Your Customer
© 2010 IBM Corporation
Building a smarter planet
IBM Banking Industry framework Software, extensions and accelerators will act as key differentiators
Common Business Language Services
Accelerator
The framework gives you speed, flexibility and choice in deploying solutions while reducing cost and risk!
Integrated RiskManagement
Customer Care and Insight
IntegrationOptimizationAnalytics
CollaborationSecurityResiliency
Core Banking Transformation
Paymentsand
Securities
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Key Benefits: Faster deployment Lower Risk
Support for adoption of open & industry standards
Offer choice of business applications from IBM & its partners
Simplified enterprise architecture
© 2010 IBM Corporation
Building a smarter planet
Customer Care and Insight Extensions and Accelerators
IBM MiddlewareInformation Management
WebSphere Business & Application Integration
Lotus Collaboration & Communications
Rational Development & Management
Tivoli Security & Governance
Information FrameWork (IFW) & Banking Data Warehouse (BDW) Process and Data Models
Rational Software Architect with IFW
Banking Data Integration Accelerators
Account Opening
Scenario
Common Business Language
Services Accelerator
COGNOS Banking Performance Blueprints
Customer Identification Solution
WebSphere
Multichannel Bank Transformation Toolkit
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© 2010 IBM Corporation
Building a smarter planetU
niqu
e va
lue
real
ized
Use of Smarter Planet capabilities
Manage Data1
Analyze Patterns2
Optimize Outcomes3
Enabled by the IBM Banking Industry Framework
Develop products & grow new markets with a single view of the customer
Organic growthReduction operations costs
Customer experience Customer serviceMarket share growth
Cross-sell and up-sell Customer sat & loyaltyProfitable revenue growth
Building Capabilities for Smarter Banking: Front Office Transformation
Leverage historical and real-time interaction data to enhance customer centricity
A personalized & predictive multi-channel strategy to attract & retain customers
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© 2010 IBM Corporation
Building a smarter planet
New YorkGlobal Industry Solutions LabBank and Retail Walking TourFront Office, Back Office and InfrastructureLeverage IBM Research
MontpellierCenter of CompetenceRemote access for other centers Smart Bank Optimization EnvironmentCore Systems and Infrastructure solutions
SingaporeFront Office and Infrastructure focusSelf Service, Digital Signage, Queuing
Sao Paulo and BeijingInnovations Center Front Office and Infrastructure briefings
DallasGlobal Solutions CenterFront Office & Account Open prototypeInfrastructure solutionsCustomer architectural workshops
IBM Solution Centers help banks with technologies to provide a differentiated customer experience
BarcelonaBanking Industry Solution Center:SW and NE IOTsFront Office and Infrastructure SolutionsCustomer prototypesMultiple Partner Solution Demos
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© 2010 IBM Corporation
Building a smarter planet
Future Front Office Channels leverage technology, preserve the effectiveness of “high touch” and deliver a superior customer experience
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Superior customer service
Greeter/Concierge
Wireless teller assistants
Role-based enterprise-wide portals
Teller-assisted self-service terminals
Instant customer recognition across all customer touch points (RFID + Analytics)
Experts on Demand-video conferencing
Digital merchandising and Smart Security
Integrated with contact centers
Virtualized desktops and infrastructure
© 2010 IBM Corporation
Building a smarter planet
Creating a Customer Focused Enterprise
Information Management will be key to power and personalized differentiation
Enterprise wide processes needed to address customer satisfaction needs
Consistent delivery of service across all touch points becomes “normal”
A flexible open SOA driven infrastructure which supports enterprise customer driven objectives of service, innovation and speed
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