GDS International - FST - Summit - US - 11

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Bank 2.0

Text of GDS International - FST - Summit - US - 11

  • 1. Bank 2.0AMERICAS: 350 Broadway, New York, NY 10013, United States of America Phone: +1 866 800 8996 Email: sales-us@backbase.comEMEA and ASIA: Jacob Bontiusplaats 9, 1018 LL Amsterdam, The Netherlands Phone: +31 20 465 8888 Email: sales-eu@backbase.com 1

2. Our Vision of Bank 2.0Get Ready for the Engagement Banking EraThe Web 2.0 World, started by technology firms such as Amazon, Appleand Facebook, has made an user-centered, online experience non-negotiable.All companies, especially those in financial services, must provide this kind ofexperience or risk losing customers to competitors who do.As customers develop radically different behavior patterns spurred on by ever-evolving mobiledevices and the new social media tools, they are looking for ways to interact with firms using agrowing number of digital touch points. Unfortunately, banks have not been able to adapt fast enoughto this new kind of digital experience, which has led customers to abandon their efforts to connect.Most e-business executives want to bring a compelling digital experience to their customers, but theyare being held back by the challenge of legacy systems. These systems cannot keep up with theWeb 2.0 World, or the rapid changes caused by the mobile revolution. Backbase acknowledgesthese challenges and is helping financial firms worldwide to make the most of their current systems,while at the same time, ushering in the new era of Engagement Bankingwhere customers andfinancials unite.Outside-InOutside-In: Customer CentricIn order to participate in this era of EngagementBanking, financial service organizations must startthinking outside-in, which means to start thinkingmore from a customers perspective, instead of aproduct or system (inside-out) perspective. CUSTOMEREXPERIENCE LAYEROne of the biggest challenges for financial servicesLOOSELY organizations is the fact that their existing applicationsCOUPLEDand IT systems are extremely fragmented (siloed)and complex to change, making it hard to createa true outside-in or, customer-centric, online experience.To overcome this challenge, financial servicesINTERNALorganizations need a new customer experience SYSTEMSAND PLATFORMS layer on top of their existing systems, which canseamlessly combine ingredients from differentsystems into an effective, online, customer journey. Inside-OutAMERICAS: 350 Broadway, New York, NY 10013, United States of America Phone: +1 866 800 8996 Email: sales-us@backbase.comEMEA and ASIA: Jacob Bontiusplaats 9, 1018 LL Amsterdam, The Netherlands Phone: +31 20 465 8888 Email: sales-eu@backbase.com 2 3. Our Vision of Bank 2.0 ONLINE - ANY DEVICE CALL CENTER BRANCH OFFICE (public, personal)CUSTOMER ENGAGEMENT PORTAL BUSINESS RULESADVISORY TOOLS1:1 Customer treatment (targeting, segmentation)Simulation, Calculators, ...Re-Usable Widgets CUSTOMER PROFILECONTENT Collect Customer Preferences Consistent Across Channels(implicit and explicit) CORE BANKINGOTHER BACK-END FUNCTIONS3RD PARTY FUNCTIONS TransactionalCRMPFMCustomer Experience Layer My-Size-Fits-MeBy creating a new customer experience layer on topNot all your customers are equal. Just as they canof your existing core systems you can optimize theeasily choose apps for their mobile phone, they cancustomer journey without the need to completely now create their own personalized Internet Bankingrewrite your existing IT infrastructure.portal using a precise combination of applications.Within the customer experience layer you canThese can be provided by your comprehensive rangecompose truly customer-centric dialogs, and enableof banking and brokerage services including: ac-customers to combine content, data and functionalitycount services, online bill payment, loan processing,from different underlying systems within a new, fresh,stock trades, market reports, business services andcustomer-centric presentation. Of course, the new other relevant content.customer experience layer has to work on all devices(e.g. regular browsers, iPad, Android, and iPhone)and has to know your customers preferences perdevice.AMERICAS: 350 Broadway, New York, NY 10013, United States of America Phone: +1 866 800 8996 Email: sales-us@backbase.comEMEA and ASIA: Jacob Bontiusplaats 9, 1018 LL Amsterdam, The Netherlands Phone: +31 20 465 8888 Email: sales-eu@backbase.com 3 4. Our Vision of Bank 2.0Widgets Mobile OptimizedAt the heart of the new customer experience layer The pace of change in digital technologies isare widgets. Widgets are modular, mini applications sometimes bewildering. Three years ago manythat reuse and combine content and functionalitybanking executives hadnt even heard of thefrom different underlying systems into a newiPhone, Android or the iPad. Now engaging withcomposite format. Widgets enable you to quickly customers through these touch points iscreate composite applications or mashups that becoming standard practice.aggregate and unify information and functionalityfrom various systems (silos). Mobile usage will surpass desktop or laptopusage in the next few years. As touch screenWidgets are aggregated into a single Web page phones become more popular, mobile touchthat is displayed in the users browser. Widgets canWeb applications are becoming the norm.be reused everywhere: in your portal, on third-partywebsites and on mobile devices. Therefore, a banks user experience needs to beoptimized for both regular browsers, as well as,Additionally, a widget can be personalized by anmobile touch devices, with touch-friendly layoutsend-user by modifying the widget preferences, and lightweight pages, which quickly load.which are automatically saved on the portal server.AMERICAS: 350 Broadway, New York, NY 10013, United States of America Phone: +1 866 800 8996 Email: sales-us@backbase.comEMEA and ASIA: Jacob Bontiusplaats 9, 1018 LL Amsterdam, The Netherlands Phone: +31 20 465 8888 Email: sales-eu@backbase.com 4 5. Our Vision of Bank 2.0 Portal ManagerBank 2.0 Portale-business customers Bank 2.0 Portal SoftwareIT Existing Banking SystemsEmpower All StakeholdersBackbase Bank 2.0 is designed not only with the needs of the customer in mind, but also those of thee-business manager and IT administrator. For the customer, our system provides personalization, along with asuperior user experience and access from all devices, whether fixed or mobile. At the same time, the e-busi-ness manager is able to maintain control over the portal and drive a customers entire journey while makingchanges when necessary and publishing them directly, wherever and whenever, he wants. Backbase Bank2.0 also focuses on the IT side with easy integration and a widget-based, Web Oriented Architecture (WOA)making it simple to integrate with existing IT systems.Customization is King Speed and Ease for Business and ITWith the personalized dashboard and pages pro-Traditional portal solutions are typically managedvided by Backbase Bank 2.0, customers can makeby IT and offer limited capabilities for managers totheir banking experience entirely their own from anychange or improve the portal without going throughdevice, fixed or mobile. Backbase widgets allow for a change request procedure. Backbase Bank 2.0 isa uniquely customized portal experience.designed to increase the speed and ease of portalmanagement, enabling companies to increase theirCustomers are empowered to enable or disable theagility so theyre better able to respond to changingwidgets and define customized views for the content market conditions.and functions they use most frequently. BackbasePortal manages the individual page configurationThe system allows business and IT teams to collabo-throughout each user session allowing customers ratively design, test, publish or deploy, and monitorto make changes and give instant feedback while portal applications. By supporting both Businessadjusting their online environment accordingly. and IT Teams, Backbase Bank 2.0 opens up anefficient and streamlined collaborative environmentfor creating and managing critical businessapplications.AMERICAS: 350 Broadway, New York, NY 10013, United States of America Phone: +1 866 800 8996 Email: sales-us@backbase.comEMEA and ASIA: Jacob Bontiusplaats 9, 1018 LL Amsterdam, The Netherlands Phone: +31 20 465 8888 Email: sales-eu@backbase.com 5 6. Backbase Bank 2.0 PortalRising customer expectations and the growing importance of the Web and mobileas sales and service channels mean that e-business financial services executivesneed to fundamentally improve the way they serve customers via digital channels.Backbase Bank 2.0 Portal is a customer experience platform that helps financial services organizationsto upgrade their online channel to be ready to compete in the era of Engagement Banking.Backbase Bank 2.0 Portal comes with powerful Web 2.0 functionalities to help you increase online revenueand acquire and retain customers. Bank 2.0 Portal runs on top of existing banking systems and processesand aggregates content and functionality from these systems into a modern Web 2.0 user interface. Additionally,the Portal complements your existing systems with specialized customer engagement apps (e.g. forms, social,user-generated content, chat, PFM) that help you make the most of your online customer interactions.Bank 2.0 Portal operates across multiple devices and comes with tablet and smartphone optimizedpresentation templates.Benefits of Bank 2.0 Portal Superior Experience: Create intuitive and Easy Content Management: Integrate your responsive graphical user interfaces that make existing CMS or use the Backbase CMS, to your customers both happy and efficient. easily add, edit or remove content on your portal. Reusable Widgets: Create modular, mini- Easy Forms Management: Create forms and applications by reusing content and functionality advisory tools that help customers to make from existing systems (internal and external).better decisions, resulting in increased onlineconversion. Mobile Optimized: Empower you