trends in online banking by jouk pleiter

Customer Experience Solutions. Delivered. 1

Trends in Online Banking

Customer Experience Solutions. Delivered. 2

Our latest white paper is available for download athttp://banking.backbase.com/adv/ux-whitepaper.php

Customer Experience Solutions. Delivered. 3

INTRODUCING : RICH PORTAL SOFTWARE

Customer Experience Solutions. Delivered. 44

What we Deliver : Portal Solutions for Financials

+

Customer Engagement

Expert ServicesBank 2.0 Portal

Software

(Backbase & UXP Partners)(Backbase & UXP Partners)

Customer Experience Solutions. Delivered. 5

Trends in Online Banking

Customer Experience Solutions. Delivered. 6

Trend (1) : Outside-In / Web 2.0

INTERNALSYSTEMS

AND PLATFORMS

INSIDE-OUTAPPROACH

WEB ENABLEMENTWEB ENABLEMENT

OUTSIDE-INAPPROACH

User Experience LayerUser Experience LayerUSER

EXPERIENCELayer

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Web Site 1.0

Trend (2) : Outside-In / Web 2.0

Core Banking Systems & Processes

Customer Engagement Platform

SuperiorExperience

SocialConnected

Personalization& Targeting

Security &Access Control

App Store(web 2.0)

ApplicationIntegration

CustomerIn Control

Content / ProfileManagement

Customer Experience Solutions. Delivered. 8

Trend (2) : Mobile Revolution

8

Tablet Smart Phone PC

BACKBASEBank 2.0 Portal

Customer Experience Solutions. Delivered. 9

Trend (3) : One Site with Seamless Journey

Traditional banking sites suffer from the silo syndrome. How to get it right?

Create a single site – with seamless transition from open to closed

Benefit:1. seamless customer journey

2. integrated secure architecture

3. Single platform to manage, monitor and optimize

OpenOpen ClosedClosed Open – Soft Login - SecureOpen – Soft Login - Secure

Customer Experience Solutions. Delivered. 10

Trend (4) : Time to Market / Business Agility

INTERNALSYSTEMS

AND PLATFORMS

CX Layer(business)

CHANGE REQUIREMENTS

CHANGE CAPABILITY

10

Customer Experience Solutions. Delivered. 11

Bank 2.0 Portal

Customer In Control

Customer Experience Solutions. Delivered. 12

Customer Experience Solutions. Delivered. 13

Bank 2.0 Portal

E-Business In Control

Customer Experience Solutions. Delivered. 14

Portal Manager : e-Business Dashboard

Businessin Control

Customer Experience Solutions. Delivered. 15

Portal Manager : In Context Portal Editor

Businessin Control

Customer Experience Solutions. Delivered. 16

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Q&A

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