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Adap%ng to Digital Change: Use APIs to Delight Customers & Win How to differen,ate, extend reach and establish trust in financial services
David Bressler – VP Financial Services, CA Technologies Tyson WhiEen – Director API Management, CA Technologies
API Management and Security
© 2014 CA. All rights reserved.
3 © 2014 CA. ALL RIGHTS RESERVED.
Framing the Discussion
§ Making the transi%on to digital
§ Opportunity with loyalty programs, loans and insurance
§ Need to balance security with UX § Value of API Management
§ API Case studies § Takeaways
4 © 2014 CA. ALL RIGHTS RESERVED.
Industry Observa%ons
5 © 2014 CA. ALL RIGHTS RESERVED.
Time to Change the Finance Game DIGITAL RECOMMENDATIONS
NEW DISTRIBUTION CHANNELS
SECURITY FOR TRUST
GOOD UX DRIVES ADOPTION
6 © 2014 CA. ALL RIGHTS RESERVED.
7 © 2014 CA. ALL RIGHTS RESERVED.
Pay with
Rewards Points
Not just through your credit card website anymore
8 © 2014 CA. ALL RIGHTS RESERVED.
You Can Pay With Points at Amazon…
… Wouldn’t it be great to pay other places too?
9 © 2014 CA. ALL RIGHTS RESERVED.
Why Would the Business Want More Places to Pay?
ü Loyalty points are a balance sheet item ü Major element of customer loyalty & acquisi%on ü When they’re more “usable” they’re more valuable and they’re more
engaging for the customer
ü One can imagine future benefits… ü Big data mining of customer behaviors ü Gaming the point:currency exchange rate based on behaviors
10 © 2014 CA. ALL RIGHTS RESERVED.
API Strategy Enables Business Innova%on
ü Mobile is an opportunity to engage customer at the point of the customer journey where they are most open to making a favorable decision towards the brand
ü Trend: Element of becoming a plajorm and unbundling capabili%es and repackaging them into other apps in order to create a seamless and delighjul experience
11 © 2014 CA. ALL RIGHTS RESERVED.
Employee Perks or Loyalty Rewards Shopping API’s enable new distribu,on models and enhanced UX
12 © 2014 CA. ALL RIGHTS RESERVED.
Loan Origina%on
ü Employer has salary & employment history informa%on that is asked on loan applica%ons, why not auto-‐complete loan applica%on for “instant” loan approval (improving the experience)? ü This kind of benefit becomes more accessible for employees,
therefore beEer business for the bank ü Integra%on creates fric%on for the bank’s customers should they
explore other providers
Imagine an Employee Loan Benefit
There are tons of opportunities to eliminate friction & complexity
13 © 2014 CA. ALL RIGHTS RESERVED.
Opportunity to Unbundle
ü Unbundling Insurance ü Insure a specific purchase, instead of buying home insurance ü You can buy flight insurance today, but do you? Why not? There’s an
opportunity to unbundle trip insurance… or insure per Uber ride or, in emerging economies, per inventory run
ü Unbundling Credit ü Why not eliminate all the paperwork for “zero percent financing”
deals; rewrap the business model for online shopping? Or even in-‐store with iBeacons?
Create personalized offerings
14 © 2014 CA. ALL RIGHTS RESERVED.
BYOD is really BYO Expecta%on
§ Mobile Apps deliver technology in bite-‐sized experiences
§ Technology has become the product
§ APIs are the flip side of mobile apps; APIs intermediate the big conglomerate that is a company’s digital assets and the delighjul user experience that is the app
15 © 2014 CA. ALL RIGHTS RESERVED.
Enhanced Compliance Efficiency Gains Squeeze Cash Out of Systems
Uber manages risk using technology
Traditional insurance covers the rest
16 © 2014 CA. ALL RIGHTS RESERVED.
Greenfield Technology Gains Ease Fric%on
ü New Models Improve Profitability, Drive Down Costs ü We see Apple adop%ng latest payment tech to reduce fraud and
squeeze waste from the system ü An insurance company trusts their underwri%ng model, so a simple
blood test rather than a full-‐blown physical enables them to insure customers in 30 minutes instead of several weeks
17 © 2014 CA. ALL RIGHTS RESERVED.
Challenge – Let Go
ü Expand distribu%on channels ü Manage TRUST (through privacy & security)
ü Deliver a delighjul UX that reflects well on the brand ü Eliminate fric%on
Delegate the UX complexity while managing trust
API Management Improve UX while Protec,ng Data
19 © 2014 CA. ALL RIGHTS RESERVED.
Focus on APIs: Enable Anything, Everywhere Applica%on Access
OUTSIDE PARTNERS / DIVISIONS
EXTERNAL DEVELOPERS
MOBILE APPS CLOUD SERVICES INTERNET OF THINGS
API Server Data
API
APPS
20 © 2014 CA. ALL RIGHTS RESERVED.
CA API GATEWAY
Manage Developers & APIs
…
MOBILE DEVELOPERS
MOBILE APPS
APPS
CA API DEVELOPER PORTAL
API API API
API
Design Time
Run%me API API
21 © 2014 CA. ALL RIGHTS RESERVED.
Business case
Design and publish
Health monitoring
Performance analy%cs
Version control
§ Manage APIs like products: API design, publishing, versioning, usage and performance
§ Manage developers like customers: marke%ng, onboarding, collabora%on and tes%ng
What you need to do
Registra%on
Onboarding
Enablement Tes%ng
Support and Collabora%on
Discovery
Manage APIs and the Developer Lifecycle
§ Drive business forward and improve business growth § Improve developer acquisi%on and rela%onship
development
Value to your business
API
22 © 2014 CA. ALL RIGHTS RESERVED.
Simplify App Access with End-‐to-‐end Mobile Security
Mobile SDK Web App
NaPve App
CA Mobile API Gateway
§ Authen%cate mobile user § Provide SSO across na%ve and mobile web apps
§ Fine-‐grained access control across user, app and device
What you need to do
§ Accelerate delivery of new mobile apps § Delight customers with great mobile experiences and ins%ll trust
Value to your business
API
API
23 © 2014 CA. ALL RIGHTS RESERVED.
New Features In CA Mobile API Gateway 2.2
§ Mobile SSO Reference App – Organize apps in a single console that integrates with exis%ng
iden%ty infrastructures delivering SSO across na%ve, hybrid and
web applica%ons.
§ Cross Device SSO – Allows users to securely access an app on one device and then
move seamlessly and securely to an app on a different device
§ Samsung Knox for APIs – CA with Samsung delivers mobile SSO while requiring device
integrity and app containeriza%on checks as a condi%on of
accessing APIs
MULTI-DEVICE UNIVERSE
24 © 2014 CA. ALL RIGHTS RESERVED.
API Management the Way You Want
Business Partners
Service Endpoints
API Gateway Cluster
External Developers API Owners / Admins API PORTAL
API Gateway Cluster
API PORTAL
API Gateway Cluster
API PORTAL
Full SaaS Hybrid On-‐Premise / MSP
API API API
CA API Management Financial Case Studies
26 © 2014 CA. ALL RIGHTS RESERVED.
Orlando UPliPes Commission (OUC) Closes payment “meter” loop
• Customer pays via website or partner
• Partner payment sent to OUC API within 6 min.
Website
• Payment applied to customer account
• Meter connected within 4 min.
Trusted Payment Partner
Prepaid Partner Metering
§ Customer power on in minutes
§ Support new, current and prepaid customers
§ Improve customer sa%sfac%on
§ Recognize revenue in min vs. days
Results
§ CA API Management Suite
§ Works with payment partners to collect customer payments
§ Payments are received 24 hours aser payment
§ Customers become impa%ent with delay in electricity being turned on once payment is made
Challenges
API
27 © 2014 CA. ALL RIGHTS RESERVED.
Large Retail Bank Business con%nuity in trading
§ CA API Gateway manages access, throEling/rate limi%ng as appropriate to ensure access to back-‐end trading services
§ Drama%cally decreased business risk
Results
§ When trading services are inaccessible, millions of trading opportuni%es are lost, drama%cally impac%ng revenue poten%al
Challenges
Trading Service Clients
Trading Services
Mobile Apps
API ThroZling
28 © 2014 CA. ALL RIGHTS RESERVED.
Leading Global Provider of Financial Services Engaging customers with mobile apps
§ Reduced %me spent on administra%ve tasks
§ Increased face %me with clients
§ Enhanced customer experience and image
§ Full HIPAA compliance
Results
§ Needed to increase field worker efficiency by allowing data collec%on via iPad, while maintaining regulatory compliance
Challenges
Home
Hospital
Systems of Record
LDAP
Field App
JBoss Services Bus
API
Takeaway
30 © 2014 CA. ALL RIGHTS RESERVED.
Addresses Cri%cal API & Applica%on Economy Needs
ENABLE APP DEVELOPERS
§ Accelerate applica%on delivery by providing flexible access
§ Provide ‘speed tracks with guard rails’ – embed security into mobile app APIs
§ Deliver design %me tools to accelerate app development, including interac%ve documenta%on and auto-‐generated code samples
PROTECT APPs & APPLICATIONS
§ Enforce authen%ca%on, access controls and authoriza%on policies for APIs
§ Secure API inputs and API outputs and provide applica%on security, e.g. XSS and schema valida%on
§ Simplify SSO and federa%on to apps and services through API brokering
INTEGRATE EVERYTHING
§ Streamline integra%on of cloud, on-‐premise and PaaS services
§ Comprehensive, extensive mapping and protocol transforma%ons – anything to anything
§ Flexible deployment models – cloud portal and on-‐prem gateway
MONETIZION & THE BUSINESS OF APIS
§ Easy-‐to-‐use and flexible way to generate revenue for the use of APIs
§ Provide analy%cs and repor%ng on API ac%vity
§ Deliver billing system integra%on to facilitate a single view into APIs and billing
31 © 2014 CA. ALL RIGHTS RESERVED.
Recognized World Leader in API Management Forrester Wave:
API Management Platforms, Q1, 2013
“CA has strong features and has a
commanding market presence.”
Forrester Research Inc., “Forrester Wave: API Management Plajorms, Q1 2013”, February 5, 2013
The Forrester Wave™ is copyrighted by Forrester Research, Inc. Forrester and Forrester Wave™ are trademarks of Forrester Research, Inc. The Forrester Wave™ is a graphical representa%on of Forrester's call on a market and is ploEed using a detailed spreadsheet with exposed scores, weigh%ngs, and comments. Forrester does not endorse any vendor, product, or service depicted in the Forrester Wave. Informa%on is based on best available resources. Opinions reflect judgment at the %me and are subject to change
32 © 2014 CA. ALL RIGHTS RESERVED.
CA World 2014 Las Vegas, Nov 9 – 12
What’s being launched (Brand new) • CA API Developer Portal 3.0 • CA API Developer Portal SaaS • CA Mobile API Gateway 2.2
Security Theater
Off-Floor Rooms
Demo Area 17 sessions
11 sessions
12 demo sta%ons
Genius Bar 8 expert chat areas
1. Advanced Authen%ca%on 2. Single Sign-‐On 3. Privileged Iden%ty Mgmt. 4. Mobile Security 5. Enterprise Mobility Mgmt
1. Secure Cloud 2. Iden%ty Mgmt. & Gov. 3. Advanced Authen%ca%on
6. Innova%on 7. API Mgmt. 8. Payment Security 9. Iden%ty Mgmt.
10. Cloud IAM 11. Internet of Things 12. CA using ca Securecenter
Target Audience: • CISO & IT Security • Enterprise Architect • Business Execu%ve • Fraud & Risk Mgr.
4. Mobility 5. Payment Security 6. API Mgmt.
7. SSO & Federa%on 8. Fraud Preven%on
Examples of ExecuPon since CAW ‘13 • CA Risk Analy%cs 5.0 • CA Iden%ty Suite
InnovaPon Sneak Peaks • FIDO Authen%ca%on • Step-‐up Authen%ca%on on IOS 8 • Mobile Wallet • Proximity based access (iBeacon)
API Management Customers Speaking 6
35 © 2014 CA. ALL RIGHTS RESERVED.
Copyright © 2014 CA. The Microsos, SharePoint and Windows Azure logo is either a registered trademark or trademark of
Microsos Corpora%on in the United States and/or other countries. The IBM and IBM Tivoli logo is either a registered trademark
or trademark of IBM Corpora%on in the United States and/or other countries. All trademarks, trade names, service marks and
logos referenced herein belong to their respec%ve companies.
THIS PRESENTATION IS FOR YOUR INFORMATIONAL PURPOSES ONLY. CA assumes no responsibility for the accuracy or
completeness of the informa%on. TO THE EXTENT PERMITTED BY APPLICABLE LAW, CA PROVIDES THIS DOCUMENT “AS IS”
WITHOUT WARRANTY OF ANY KIND, INCLUDING, WITHOUT LIMITATION, ANY IMPLIED WARRANTIES OF MERCHANTABILITY,
FITNESS FOR A PARTICULAR PURPOSE, OR NONINFRINGEMENT. In no event will CA be liable for any loss or damage, direct or
indirect, in connecPon with this presentaPon, including, without limitaPon, lost profits, lost investment, business
interrupPon, goodwill, or lost data, even if CA is expressly advised in advance of the possibility of such damages.