bank 2.0 & backbase

Customer Experience Solutions. Delivered. 1

BANK 2.0Get ready for the Era of

Customer Engagement


Our latest white paper on Engagement Banking is available for download at:

banking.backbase.com/adv/futureofbanking-whitepaper.php

http://banking.backbase.com/adv/futureofbanking-whitepaper.php?src=slideshare-007





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.

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Paradigm Shift : From “Inside-out” to “Outside-in”

Core Systems& Products INSIDE-OUT

approach

Outside-Inapproach

Customer

Experience

Layer

Customer

Experience

Layer

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Loosely Coupled : Customer Experience Layer

INTERNALSYSTEMS

AND PLATFORMS

CustomerExperience

Layer

CHANGE REQUIREMENTS

CHANGE CAPABILITY


TrendsCustomers Expectations for Bank 2.0

…Mobile

App

Internet

Banking

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Marketing

Site

Core Banking Systems & Processes

Mobile

AppCustomer Experience Layer

SuperiorExperience

Any DeviceAny Place

TargetingCross / Up Selling

ApplicationIntegration

ContentIntegration

ProcessIntegration

My BankCustomization

SecurityIntegration

Eliminate Silo’s Creating a seamless Customer Journey 1

MarketingContent

PersonalContent

Comm.Tools

MyProducts

My ProfilePreferences

Transactions

AccountsSummary

Public

9Merging “Open” and “Closed”Creating a seamless Customer Journey 2

1:1 customer treatment(targeting, segmentation)

Personalization / My Bank

Mail / SMS / Chat / Video

Communication

Transactional

Internet Banking

CRM, Brokerage, …

Other Back-end Functions

PFM, …

3rd Party Functions

Consistent across Channels

Content

Simulation, Calculators, …

Advisory Tools

Re-UsableWidgets

10Modular & Flexible (Widgets)Mix & Match the right content, data and functionality 3

TVTV MobileMobile PC / MacPC / Mac

Customer Experience Layer

11Multi-Device AccessAny Time – Any Place – Any Device 4

12Cross-Channel Customer JourneyCX Layer across multiple customer interaction channels

TransactionSystems

Advisory Tools

Communication Tools

PersonalizedContent

EngagementApps

ONLINE BRANCH CALL

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Bank 2.0 Portal Demo | Examples

Bank 2.0 Portal

Portal Manager(e-Business Professionals)

Bank 2.0 Portal (Customers)

Businessin Control

Bank 2.0 Portal in ActionOptimize your online Customer Experience

Customers in Control

Bank 2.0 Portal

Portal Manager(e-Business Professionals)

Bank 2.0 Portal (Customers)

Businessin Control

DIY Portal ManagementEmpower e-business teams to manage and optimize your Portal

Customers in Control


Different layers for different levels of controlBringing control and ease to customer, e-business and IT teams.

CORE BANKING SYSTEMS & PROCESSES

BANK 2.0 CUSTOMER PORTAL

E-BUSINESS PORTAL MANAGER

SECURITYSERVICES

INTEGRATIONSERVICES

PERSONALIZATIONSERVICES

CONTENTSERVICES

PRESENTATIONSERVICES

Customerin Control

Businessin Control

ITin Control

Backbase introduction | July 24, 2011

✓ 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


About BackbaseBank 2.0 Portal solutions delivered…


BANK 2.0 Portal Specialist

Backbase is global Bank 2.0 Portal leader

We help banks to move their online channel o the next level…

Customer Centric

Our Vision = “outside-in” : Customer Experience Layer

Customer Experience Management is our DNA


Business Centric

Business Agility : DIY Presentation Orchestration (portal manager)

Business Results : Drive Revenue & Loyalty


Backbase : Global Customer Success

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Backbase : Global Partner Network

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Thank you!WWW.BACKBASE.COM

[email protected]

NEW YORK : +1 646 205 3648

AMSTERDAM: +31 (0)20 465 8888