bank 2.0 challenges
Post on 17-Oct-2014
3.303 views
DESCRIPTION
Backbase's Jouk Pleiter presenting the top challenges facing when implementing Bank 2.0.TRANSCRIPT
Customer Experience Solutions. Delivered. 1
Bank 2.0How to make it Happen?
Customer Experience Solutions. Delivered. 2
Challenge: Create a Seamless Customer Experience
Customer Experience Solutions. Delivered. 3
Paradigm Shift: From ‘Inside-out’ to ‘Outside-in’
INTERNALSYSTEMS
AND PLATFORMS
Inside-Out
Outside-In
CUSTOMEREXPERIENCE
LAYERLOOSELYCOUPLED
Customer Experience Solutions. Delivered. 4
Marketing SiteMarketing SiteCustomer Experience Platform
Core Banking Systems & Processes
MobileOptimized
Personalization& Targeting
Security &Access Control
App Store(web 2.0)
ApplicationIntegration
CustomerIn Control
Interactive Forms& Calculators
SuperiorExperience
User Experience Layer: Seamless Customer Journey
Customer Experience Solutions. Delivered. 5
Marketing
Content
Personal
Content
Comm.
Tools
My
Products
My Profile
Preferences
Transactions
Accounts
Summary
Public
“Soft” and “Solid” Authorization
Customer Experience Solutions. Delivered. 6
Widgets: Mix & Match | Any Combination
Re-Usable
WidgetsCONTENT
Consistent Across Channels
FORMS
EnrollmentSelf-Service ...
PERSONALIZATION
1:1 Marketing(targeting, segmentation)
COMMUNICATION
Chat, Mail, SMS
INTERNET BANKING
Transactional
OTHER APPLILCATIONS
CRM
3TH PARTY APPS
PFM
CUSTOMER ENGAGEMENT PORTAL
ONLINE MOBILE
CALL CENTER
BRANCH OFFICE
Customer Experience Solutions. Delivered. 7
Challenge: Mobile - Any Place, Any Device
Customer Experience Solutions. Delivered. 8
Ubiquity - Any Place, Any Device
ATM / TVMobileDesktop
Customer Experience Platform
Customer Experience Solutions. Delivered. 9
Backbase
BANK 2.0
Portal
Mobile Optimized Widgets
+
(Direct To Browser
Via Native App Wrapper
NATIVE
WRAPPER
Hybrid Approach : HTML5 and Native Wrapper
Customer Experience Solutions. Delivered. 10
Challenge: How to make it Personal?
Customer Experience Solutions. Delivered. 11
Personal - Customization & Targeting
ExistingCRM
CUSTOMER
PROFILE
TRACKINGBEHAVIOR
CUSTOMERPREFERENCES Portal
Server
Implicit
Profiling
Explicit
Profiling Check
Entitlements
Customer
Preferences
Targeting
Rules
1
2
3
Customer Experience Solutions. Delivered. 12
Challenge: Business – IT Collaboration
Customer Experience Solutions. Delivered. 13
CHANGE CAPABILITY
Paradigm Shift: From ‘Slow’ to ‘Agile’
INTERNALSYSTEMS
AND PLATFORMS
Outside-In
Inside-Out
CUSTOMEREXPERIENCE
LAYER
LOOSELYCOUPLED
CHANGE REQUIREMENTS
Customer Experience Solutions. Delivered. 14
• Optimize online results
• Lower Cost per Contact
• Control: less IT dependency
• Leverage existing infrastructure
• Easy integration
• Secure & Performance
Superior User Experience •
Personal & Relevant •Anytime, Anyplace & Any Device •
Customer Business
IT
Empower all key Stakeholders
Customer Experience Solutions. Delivered. 15
CORE BANKING SYSTEMS & PROCESSES
SECURITYSERVICES
INTEGRATIONSERVICES
PERSONALIZATIONSERVICES
CONTENTSERVICES
PRESENTATIONSERVICES
Customerin Control
Businessin Control
ITin Control
✓ Superior User Experience
✓ Multi-Device Access
✓ Personal & Relevant
✓ Optimize Online Results
✓ Lower Cost-per-Contact
✓ Reduce IT Dependency
✓ Leverage Existing Systems
✓ Easy Integration
✓ Secure & Performance
BACKBASE BANK 2.0 PORTAL
CUSTOMER PORTAL
PORTAL MANAGER
Backbase: Bank 2.0 Portal Software
Customer Experience Solutions. Delivered. 16
Portal Manager : Manage your User Experience
16
Customer Experience Solutions. Delivered. 17
Challenge: Advisory Tools & Enrollment
Customer Experience Solutions. Delivered. 18
Interactive Advisory Tools
Customer Experience Solutions. Delivered. 19
Enrollment : Multi-Step Data Entry Flow
Customer Experience Solutions. Delivered. 20
The Challenge: The Creation Process is Broken
CHALLENGES :
- Too many steps (slow) – Developer Dependency- Lack of Agility : why does this take weeks / months/ … ? )- Maintainability: how can I make changes?
Business Owner
Business Annalist
Interaction Designer
Development Team
TestingTeam
Customer Experience Solutions. Delivered. 21
Solution: Do-it-Yourself (DIY) Forms Management
Business Owner
Business Annalist
Interaction Designer
Development Team
TestingTeam
Business Owner
Business Annalist
MODEL > REVIEW > PUBLISH
OLD:
NEW :
Development Team
Customer Experience Solutions. Delivered. 22
About
BACKBASE
Customer Experience Solutions. Delivered. 23
+
We are Backbase
We deliver a white label Bank 2.0 Portal + Customer Engagement Services
Customer Experience Solutions. Delivered. 24
3rd party apps * 3rd party apps *
We deliver globally
Customers on all continents and offices in Europe and North America.
Customer Experience Solutions. Delivered. 25
3rd party apps * 3rd party apps *We service medium to large financials
Top financials are already using Backbase to deliver a superior customer experience across multiple channels.
Customer Experience Solutions. Delivered. 26
Questions?WWW.BACKBASE.COM
NEW YORK : +1 646 205 3648
AMSTERDAM: +31 (0)20 465 8888
Customer Experience Solutions. Delivered. 27
Thank You!WWW.BACKBASE.COM
NEW YORK : +1 646 205 3648
AMSTERDAM: +31 (0)20 465 8888