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BANK 2.0 Making Banks Successful in the Era of Engagement Banking.

BANK 2.0 Making Banks Successful in the Era of Engagement Banking. Forrester: Next Gen Digital Financial Services.

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BANK 2.0 Making Banks Successful in the Era of Engagement Banking.

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  1. BANK 2.0 Making Banks Successful in the Era of Engagement Banking.

  2. Forrester: 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.

  3. Paradigm Shift: From “Inside-Out” to ‘Outside-in’ Outside-In Customer in Control Ease of Use Simplicity Customer Enable CUSTOMER EXPERIENCE LAYER Web / Mobile Enable INTERNAL SYSTEMS AND PLATFORMS Inside-Out

  4. Paradigm Shift: Different Heartbeats CHANGE Frequency CUSTOMER EXPERIENCE LAYER LOOSELY COUPLED INTERNAL SYSTEMS AND PLATFORMS CHANGE Frequency

  5. Bank 2.0 Customer Success

  6. Backbase: Global Customer Success

  7. Demo ABN AMRO

  8. Demo Absa Barclays

  9. Demo TCS Bank

  10. How to do it successfully?Empower All Stakeholders

  11. Bank 2.0: Empower All Stakeholders Customers • Superior User Experience • Personal & Relevant • Anytime, Anyplace & Any Device Business IT Teams • Leverage existing infrastructure • Easy integration • Secure & Performance • Optimize online results • Lower Cost per Contact • Control: less IT dependency

  12. Bank 2.0: Empower all Stakeholders Backbase Portal Manager (Digital & Marketing Professionals) Backbase Bank 2.0 Launchpad (Your Customers) Business in Control Customer in Control Backbase Portal Platform IT in Control Existing Core Banking & Other Back-end Systems

  13. Demo

  14. How to do it successfully?Bank 2.0 Challenges

  15. Challenge : Eliminate Silo’s

  16. Personal & Relevant Customer In Control Seamless Journey Contextual Smart CRM Integration Process Integration Application Integration Security & Compliance Backbase Portal Unify Content & Applications into Seamless Journey Compliance Processes Systems Products BUs

  17. Widgets (Mix & Match) ONLINE MOBILE CALL CENTER BRANCH OFFICE CUSTOMER ENGAGEMENT PORTAL PERSONALIZATION FORMS 1:1 Marketing (targeting, segmentation) Enrollment Self-Service ... Re-Usable Widgets COMMUNICATION CONTENT Consistent Across Channels Chat, Mail, SMS INTERNET BANKING OTHER APPLICATIONS 3TH PARTY APPS Transactional CRM PFM

  18. Challenge: The Dialog moves to Tablets & Smartphones

  19. Hybrid Model : Mobile Web + Native Wrapper Backbase BANK 2.0 Portal (1) Direct To Browser (2) Native App Wrapper + + + NATIVE WRAPPER Mobile Optimized Widgets

  20. Mobile Wrapping: Integrate with Native OS features Native App Wrapper With App store With Vibration With Local Cache With Camera With Geo Location With Sound Benefits Hybrid approach : Access to local OS and ability to publish in App Stores or Marketplaces.

  21. Challenge: Getting To Value / Fast Time To Market

  22. Backbase Portal Manager: Business in Control Portal Manager (Digital / Marketing Professionals) Retail Banking Launchpad (Your Customers) Business in Control Customer in Control Portal Platform IT in Control Existing Core Banking & Other Back-end Systems

  23. Portal Manager: Power to your Digital and Marketing Teams

  24. Portal Manager: ICE (In Context Editing)

  25. Portal Manager: Mobile Editing

  26. Compliance: Approval Workflow

  27. Compliance: Logging, Audit Trail, Archiving

  28. Challenge: Efficient online Marketing & Sales

  29. Targeting: Sales Campaigns

  30. Targeting : Segmentation & 1:1 Marketing TRACKING BEHAVIOR CUSTOMER PREFERENCES Social Google … Customer Profile Data Targeting Rules Integration Services Rendering Services Content Services Existing CRM Implicit Profiling Explicit Profiling

  31. Targeting: Rules, Segments and Variants

  32. BackbaseWrap-up

  33. Backbase Portal: One Integrated Bank 2.0 Solution BANK 2.0 Superior User Experience Launchpad Backbase Portal App Center CMS Digital Marketing Enterprise Application Integration Security

  34. Thank You! Jelmer de Jong jelmer@backbase.com AMSTERDAM - NEW YORK - LONDON - MOSCOW - SINGAPORE

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