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In this webinar we will take a look at the key trends that are set to shape tomorrow's bank. First off we'll be discussing some of the trends that were emerging towards the end of last year, such as omni-channel banking. Then we'll move on to how these trends are likely to develop, how IT and business teams can work together to meet them head on, and exactly what banks need to do to create the type of personal and relevant experiences that lead to greater ROIs.
Citation preview
Customer Experience Solutions. Delivered. 1
Webinar : Digital Banking Trends in 2014
Customer Experience Solutions. Delivered. 2
Digital Banking Trends in 2014
1.Omni-Channel2.CMO / CIO Collaboration3.Relevance4.Experiments
Customer Experience Solutions. Delivered. 3
Omni-Channel
Customer Experience Solutions. Delivered. 4
Evolution of Channels
Customer Experience Solutions. Delivered. 5
Mobile Banking – Super Fast Adoption
Customer Experience Solutions. Delivered. 6
Mobile : Unique Capabilities of Mobile
Customer Experience Solutions. Delivered. 12
Different Behavior / Preferences per Channel
Customer Experience Solutions. Delivered. 13
Service Design : Customer Journey
Customer Experience Solutions. Delivered. 14
Traditional Approach is Silo’ed
Customer Experience Solutions. Delivered. 15
Bank 1.0 Architecture Bank 2.0 Architecture
Transition to a Bank 2.0 Architecture
Customer Experience Solutions. Delivered. 16
From “Inside-Out” to “Outside-In”
Inside OutPRODUCTS& IT SYSTEMS
Outside In
CustomerExperience
Platform
LOOSELYCOUPLED
Customer Experience Solutions. Delivered. 17
Widgets = Engagement Building Blocks
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, …
3rd Party Apps
PFM, Portfolio,
Customer Experience PlatformDigital Channels Front-Office Operations
Customer Experience Solutions. Delivered. 18
Widgets = Engagement Building Blocks
Customer Experience Platform
WidgetsWidgets
Customer Experience Solutions. Delivered. 19
Branch
ATM
Call Center
Kiosk
Website
SocialTablets
Phones
Brick & Mortar
Digital
Omni-ChannelCustomer
Experience
Omni-Channel : Any Time, Any Place
Customer Experience Solutions. Delivered. 20
Integration &Aggregation
Context & Presence
Presentation / Cross Device
Security / Identify
Alert & Notify
Content
Personalization
Preferences / Behavior
Customer Experience Enablers
Customer Experience Solutions. Delivered. 21
Backbase CXP : Omni-Channel Architecture
Customer Experience Solutions. Delivered. 22
ABN AMRO
Enterprise Portal Framework : employee & customer facing Largest Implementation : 6 Mio active Internet Banking usersMulti channel & device delivery : internet, mobile, branch, call Stack : Backbase + Tibco | Implementation : Cap Gemini + TCS
Customer Experience Solutions. Delivered. 23
23Deutsche Bank
Multi-channel Implementation : internet, mobile, branch, callCascading multi-site portal deployment: 6 Countries, 8 Languages Enterprise standard across Europe | Implementation : GFT & HCL
Customer Experience Solutions. Delivered. 24
CMO – CIO Collaboration
Customer Experience Solutions. Delivered. 25Customers
✓ Right data, right time, right place
✓ Seamless Customer Journey
✓ Personal & Relevant
✓ A la Carte service facilities
✓ Configure what customers expect with limited IT support
✓ Online Channel Optimization: continuous improvement
✓ Cross & Up-sell Campaigns Business IT
✓ Leverage existing IT infra
✓ Agility / Business – IT Alignment
✓ Innovation on a solid foundation
Digital roadmap: Empower all stakeholders
Customer Experience Solutions. Delivered. 26
Customer Oriented Functions
Back Office Functions
CustomerExperience
Platform
LOOSELYCOUPLED
Innovation capability& customer orientation√
PRODUCTS& IT SYSTEMS
Enable Two Heartbeats
Customer Experience Solutions. Delivered. 27
Existing Banking Systems
CXP Foundation
CXP Manager(Digital Professionals)
Launchpad (Customers / Employees)
ITin Control
Userin Control
Businessin Control
Backbase CXP: Empower all Stakeholders
Customer Experience Solutions. Delivered. 28
Cross Device Presentation(desktop, tablets, smartphone)
Contextual / Personal(customization, profile, targeting)
Page Designer(in-context page editing)
Content Management(Re-usable Content, UGC)
Targeting(Sales, Campaigns, A/B Test, Analytics)
Forms(Self-Service, Origination)
App Center(Widgets, Apps, Templates)
My Dashboard(preferences, widget catalog)
Retail Banking Widgets(Payments, Loans, Credit, …)
Wealth Widgets(Portfolio, Research, Trading, …)
Commercial Widgets(Payments, Treasury, FX, …)
Universal Widgets(Alerts, Social, Content, ….)
Security Services(IDM integration, role-based access)
Integration Services(mash-up engine, EAI patterns)
Content Services(CMIS, Search, UGC)
Publishing & Deployment(publish orchestration, hot deploy)
Backbase CXP: Empower all Stakeholders
Businessin Control Customerin Control
ITin Control
Customer Experience Solutions. Delivered. 29
Working in Parallel – Business & IT Track
CreatePage | Widget
ApprovalWorkflow
Publish
Development & QA
Deployment
GO LIVE !
GO LIVE !IT
in Control
PortalManager
Customer Experience Solutions. Delivered. 30
Relevance
Customer Experience Solutions. Delivered. 31
Financial Fitness
Customer Experience Solutions. Delivered. 32
Intelligent Cross & Upsell
Customer Experience Solutions. Delivered. 33
From Amazon to the Bank
Customer Experience Solutions. Delivered. 34
Step 1: Explore
Customer Experience Solutions. Delivered. 35
Step 2: Buy
Customer Experience Solutions. Delivered. 36
Step 3: Track
Customer Experience Solutions. Delivered. 37
Step 1: Explore
Customer Experience Solutions. Delivered. 38
Step 2: Buy (customer enrolment)
Customer Experience Solutions. Delivered. 39
Step 3: Track
Customer Experience Solutions. Delivered. 40
Targeted Mobile Commerce
Customer Experience Solutions. Delivered. 41
Targeted Mobile Commerce
Customer Experience Solutions. Delivered. 42
Targeted Mobile Commerce
Customer Experience Solutions. Delivered. 43
Targeted Mobile Commerce
Customer Experience Solutions. Delivered. 44
Beacons
Customer Experience Solutions. Delivered. 45
Beacons – Context Aware
Customer Experience Solutions. Delivered. 46
Beacons – Context Aware
Customer Experience Solutions. Delivered. 47
Build Customer Profile : Leverage multiple sources
Digital channels enable banks to implement 1:1 marketing principles on a large scale at relative low cost.
CRM data: Leverage “next best offer” instructions from analytical CRM infra. Push online channel data back into CRM data warehouse.
Self Personalization: enable customers to set their personal preferences and customize the portal to their needs.
Behavior Tracking: track individual user behavior within digital channels (web, tablet, mobile)
Contextual Delivery: leverage contextual data (e.g. device type, geo location)
Social : re-use social graph data to make dialog more personal
CRMData
SelfPersonalization
BehaviorTracking
ContextAware
SocialData
NEW NEW NEWNEW
Right Customer Profile
Customer Experience Solutions. Delivered. 48
SocialFacebookGoogle +
…
Targeting Engine
PreferenceCustomize
Behavior Tracking
Context Awareness
Social Data
Integration
CRMData
Customerin Control
Targeting the right offer at the right time
Customer Experience Solutions. Delivered. 49
Experiments
Customer Experience Solutions. Delivered. 50
Customer Experience Solutions. Delivered. 51
To drive continuous innovation, act like a startup
Customer Experience Solutions. Delivered. 52
Widgets = Run Little Experiments
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, …
3rd Party Apps
PFM, Portfolio,
Customer Experience PlatformDigital Channels Front-Office Operations
Customer Experience Solutions. Delivered. 53
Widgets = Engagement LEGO
Core Systems
ActionableInsights
ValuableContent
Origination /Self-Service
My Dashboard
AdvisoryTools
TargetedOffers
Mini Apps
CustomerExperiencePlatform
Chat, VideoAlert
ExperienceIngredients
Customer Experience Solutions. Delivered. 54
54
Build faster
Customer Experience Solutions. Delivered. 55
55
Build faster
Customer Experience Solutions. Delivered. 56
56
Target faster
Customer Experience Solutions. Delivered. 57
57
Measure Faster
Customer Experience Solutions. Delivered. 58
Learn Faster
Customer Experience Solutions. Delivered. 59
To drive continuous innovation, act like a startup
Customer Experience Solutions. Delivered. 60
image courtesy: http://www.flickr.com/photos/beeteeoh/3298373727/
Thank You!