innovation in the digital channel

32
Customer Experience Solutions. Delivered.

Post on 17-Oct-2014

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Presentation by Backbase CEO Jouk Pleiter on Innovation in the Digital Channel for banks and other financials.

TRANSCRIPT

Page 1: Innovation in the Digital Channel

Customer Experience Solutions. Delivered. 1

Page 2: Innovation in the Digital Channel

Customer Experience Solutions. Delivered. 2

Customer Interactions move to Digital

Page 3: Innovation in the Digital Channel

Customer Experience Solutions. Delivered. 3

Paradigm Shift : From “Inside-Out” to ‘Outside-in’

Inside-Out

Web / MobileEnable

INTERNALSYSTEMS

AND PLATFORMS

CUSTOMER

EXPERIENCE

LAYER

Outside-In

Customer Enable

Page 4: Innovation in the Digital Channel

Customer Experience Solutions. Delivered. 4

Bank 2.0 : Flexible Customer Experience Layer

Customer Oriented

Functions & Operations

Back Office

Functions & Processes

INTERNALSYSTEMS

AND PLATFORMS

CUSTOMER

EXPERIENCE

LAYER

LOOSELYCOUPLED

Efficiency & quality√

Innovation capability

& customer orientation√

Page 5: Innovation in the Digital Channel

Customer Experience Solutions. Delivered. 5

Challenge : Eliminate Silo’s

Page 6: Innovation in the Digital Channel

Customer Experience Solutions. Delivered. 6

Challenge: Create a Seamless Customer Experience

Page 7: Innovation in the Digital Channel

Customer Experience Solutions. Delivered. 7

Internet

Banking

Marketing

SiteCustomer Experience Platform

Any TimeAny Place

Personal& Relevant

IntegrateData

IntegrateProcess

IntegrateApplications

CustomerIn Control

IntegrateContent

SuperiorExperience

One Platform: Seamless Customer Journey

BUs Products Systems Processes Compliance

Page 8: Innovation in the Digital Channel

Customer Experience Solutions. Delivered. 8

Widgets (Mix & Match)

Re-Usable

Widgets CONTENT

Consistent Across Channels

FORMS

EnrollmentSelf-Service ...

PERSONALIZATION

1:1 Marketing(targeting, segmentation)

COMMUNICATION

Chat, Mail, SMS

INTERNET BANKING

Transactional

OTHER APPLICATIONS

CRM

3TH PARTY APPS

PFM

CUSTOMER ENGAGEMENT PORTAL

ONLINE MOBILE

CALL CENTER

BRANCH OFFICE

Page 9: Innovation in the Digital Channel

Customer Experience Solutions. Delivered. 9

Engagement Banking : Adding Value

Transaction

Centric

Measure

Rate

Share

Advice

Calculate

Track

Behavior

Targeting

Conversion

Budget

Plan

Self-

ServiceUser

Experience

Layer

Engagement

IngredientsRelevant

Content

Page 10: Innovation in the Digital Channel
Page 11: Innovation in the Digital Channel

Customer Experience Solutions. Delivered. 11

Challenge : Compliance & Fast time to Market

Page 12: Innovation in the Digital Channel

Customer Experience Solutions. Delivered. 12

Challenge : Making it Personal & Relevant

Page 13: Innovation in the Digital Channel

Customer Experience Solutions. Delivered. 13

Targeting : Segmentation & 1:1 Marketing

TargetingRules

ContentServices

IntegrationServices

RenderingServices

Existing

CRM

Customer

Profile Data

TRACKINGBEHAVIOR

CUSTOMERPREFERENCES

ImplicitProfiling

ExplicitProfiling

13

Social

API

Page 14: Innovation in the Digital Channel

Customer Experience Solutions. Delivered. 14

1414Targeting : Sales Campaigns

Page 15: Innovation in the Digital Channel

Customer Experience Solutions. Delivered. 15

1515Targeting: Rules, Segments and Variants

Page 16: Innovation in the Digital Channel

Customer Experience Solutions. Delivered. 16

• 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

Customers

Business IT

BANK 2.0 : Empower All Stakeholders

Page 17: Innovation in the Digital Channel

Customer Experience Solutions. Delivered. 17

Backbase CX Platform

Existing Banking Systems

Portal Manager : Empower Business Teams

Bank 2.0 Portal (Your Customers)

17

ITin Control

Customerin Control

Portal Manager(e-Business Professionals)

Businessin Control

Page 18: Innovation in the Digital Channel

Customer Experience Solutions. Delivered. 18

18Portal Manager : Configurable by Business / Marketing

Page 19: Innovation in the Digital Channel

Customer Experience Solutions. Delivered. 19

19Portal Manager : ICE (In Context Editing)

Page 20: Innovation in the Digital Channel

Customer Experience Solutions. Delivered. 20

20Portal Manager : Preview (across devices)

Page 21: Innovation in the Digital Channel

Customer Experience Solutions. Delivered. 21

Bank 2.0

Solution

Page 22: Innovation in the Digital Channel

Customer Experience Solutions. Delivered. 22

Customer Oriented

Functions & Operations

Back Office

Functions & Processes

INTERNALSYSTEMS

AND PLATFORMS

Customer

Experience

Layer

LOOSELYCOUPLED

Operational

Efficiency & Quality√

Customer-driven

Value Creation√

Page 23: Innovation in the Digital Channel

Customer Experience Solutions. Delivered. 23

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

Page 24: Innovation in the Digital Channel

Customer Experience Solutions. Delivered. 24

Page 25: Innovation in the Digital Channel

Customer Experience Solutions. Delivered. 2525

Page 26: Innovation in the Digital Channel
Page 27: Innovation in the Digital Channel
Page 28: Innovation in the Digital Channel

Customer Experience Solutions. Delivered. 28

Page 29: Innovation in the Digital Channel

Customer Experience Solutions. Delivered. 29

Customer Case : Al Rajhi Bank

Page 30: Innovation in the Digital Channel

Customer Experience Solutions. Delivered. 30

Page 31: Innovation in the Digital Channel

Customer Experience Solutions. Delivered. 31

Page 32: Innovation in the Digital Channel

Customer Experience Solutions. Delivered. 32

Thank You!New York - Amsterdam - Singapore - Moscow

[email protected]