Bank 2.0 -- Making It Happen
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Slides used by Jouk Pleiter, in the Backbase webinar on Inspiration for Innovation.
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Bank 2.0 -- Making It Happen
- 1. Customer Experience Solutions. Delivered. BANK 2.0 Making it Happen
- 2. Customer Experience Solutions. Delivered. For more insight on how to realize the Bank 2.0 vision, download our Bank 2.0 white paper: http://banking.backbase.com/adv/bank20-whitepaper.php
- 3. Customer Experience Solutions. Delivered.
- 4. The Big Shift : Customer-Derived 4
- 5. 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. The Big Shift : Banking has to be SUPER 5
- 6. Outside-In CUSTOMER Customer Enable EXPERIENCE LAYER INTERNAL Web / Mobile SYSTEMS Enable AND PLATFORMS Inside-Out The Big Shift : From Inside-Out to Outside-in 6
- 7. Customer Oriented Functions & Operations √ Innovation capability CUSTOMER & customer orientation EXPERIENCE LAYER LOOSELY COUPLED √ Efficiency & quality INTERNAL SYSTEMS AND PLATFORMS Back Office Functions & Processes Backbase : New Customer Experience Layer 7
- 8. The Value Exchange: Drivers for effective web presence Improve my life Buy more •Fit my unique needs. •Acquire new customers. •Address more of my •Increase share of requirements wallet. •Get longer lasting Respect my time relationships. •Be more convenient. •Be faster and simpler. Cost Less •Sell and service more Save me money efficiently. •Be cheaper to own. •Smarter marketing. •Give me a better deal. Bank 2.0: Value Exchange – Create Win / Win Relations 8
- 9. Chat, Video Alert My Bank Bank 2.0 Dashboard Widgets Origination / Transaction Valuable Self-Service Content Banking Targeted Engagement Advisory Offers Banking Tools Actionable Insights Bank 2.0 : Elements of Engagement Banking 9
- 10. Customer Experience Solutions. Delivered. 1 Unify Content & Applications into Seamless Journey Customer Personal & Contextual Seamless In Control Relevant Smart Journey Customer Centric Experience Layer Application CRM Process Security & Integration Integration Integration Compliance BUs Products Systems Processes Compliance
- 11. Customer Experience Solutions. Delivered. 1 Widgets (Mix & Match) ONLINE CALL BRANCH MOBILE CENTER OFFICE CUSTOMER ENGAGEMENT PORTAL PERSONALIZATION FORMS 1:1 Marketing Enrollment (targeting, segmentation) Re-Usable Self-Service ... COMMUNICATION Widgets CONTENT Chat, Mail, SMS Consistent Across Channels INTERNET BANKING OTHER APPLICATIONS 3TH PARTY APPS Transactional CRM PFM
- 12. Enterprise portal standard: Internet Banking & Self-Service functions Absa Fully decoupled presentation layer (implemented in 12-18 months) Barclays Integration with 20+ heterogeneous sources and applications Largest implementation in South Africa 12
- 13. Customer Experience Solutions. Delivered. 1 Enterprise Portal Framework : employee & customer facing ABN Largest Implementation : 6 Mio active Internet Banking users AMRO Multi channel & device delivery : internet, mobile, branch, call Stack : Backbase + Tibco | Implementation : Cap Gemini + TCS 13
- 14. Customer Experience Solutions. Delivered. 14 1 Bank 2.0 : Empower all Stakeholders Portal Manager Bank 2.0 Launchpad (e-Business Professionals) (Your Customers) Customer in Control Backbase Portal Foundation Existing Banking Systems
- 15. Customer Experience Solutions. Delivered. 1 Launchpad – Secure & Personal Dashboard Custom My Bank : Customized to your Needs in Con er trol 04/24/13 15 BACKBASE © 2012 | New York | Amsterdam | Moscow | Singapore
- 16. Customer Experience Solutions. Delivered. 16 1 Bank 2.0 : Empower all Stakeholders Portal Manager Bank 2.0 Launchpad (e-Business Professionals) (Your Customers) Business in Control Customer in Control Backbase Portal Foundation IT in Control Existing Banking Systems
- 17. Customer Experience Solutions. Delivered. 1 Business in Control Portal Manager : Configurable by Business / Marketing 17
- 18. Customer Experience Solutions. Delivered. 1 BACKBASE… Thank You! image courtesy: http://www.flickr.com/photos/beeteeoh/3298373727/
Notas do Editor
- Challenge Traditional banking sites suffer from the silo syndrome. Their public website is completely separated from their closed internet banking platform. They run on completely different technologies, making it hard to re-use assets across both platforms. Customers have to interact with multiple (often very different) websites and its extremely hard to make a seamless customer experience. Backbase Solution - Backbase Bank 2.0 Portal offers a single platform to manage, monitor and optimize all your online customer interactions. - It enables Banks to create a seamless customer journey between public and personal information and across multiple devices and channels.
- Critical Business Issue Most Portals are managed by IT professionals. Its difficult for non-technical business teams to manage their Portal directly. The process to implement new functionality is too lengthy (change request procedures, complex back-end dependencies, poor Business-IT cooperation, etcetera). As a result Banks loose their flexibility and are beaten by more agile competitors. Backbase Solution - Backbase Portal Manager is a graphical user interfaces to empower non-technical business people to easily change and optimize their customer interactions (e.g. update content and web forms, update page lay-out and contents, optimize targeting rules and analyze / optimize online campaigns). Portal Manager enables non-technical people to manage and optimize the customer experience layer, and reduces their IT dependency.
- Critical Business Issue Most Portals are managed by IT professionals. Its difficult for non-technical business teams to manage their Portal directly. The process to implement new functionality is too lengthy (change request procedures, complex back-end dependencies, poor Business-IT cooperation, etcetera). As a result Banks loose their flexibility and are beaten by more agile competitors. Backbase Solution - Backbase Portal Manager is a graphical user interfaces to empower non-technical business people to easily change and optimize their customer interactions (e.g. update content and web forms, update page lay-out and contents, optimize targeting rules and analyze / optimize online campaigns). Portal Manager enables non-technical people to manage and optimize the customer experience layer, and reduces their IT dependency.
- Let’s take a slightly more detailed look at how this would work. You have your Banking Platform containing your existing infrastructure and the flexible presentation layer as introduced a few slides ago. Most important part of this presentation layer are widgets, the mini-applications. You can optimize these widgets for mobile devices using HTML 5 and multiple open source libraries like jQuery Mobile. Now you are able to (1) directly publish these widgets to the browser or make these widgets available as a native application using the native wrapper (2). Some reasons to choose for a native approach instead of the web approach could be extra device optimization and differentiation such as, use of caching, access to hardware for geo-location, camera usage and security. Using the widget approach gives you greater flexibility and makes sure you don’t have to develop a new application for every new device and system. With widgets on mobile, you are using the same platform as for the rest of your online banking environment: the same user experience layer, the same integration diamond and the same code. It’s a truly ‘write once, run everywhere’ solution. Tackling the biggest challenges for your mobile strategy.