Bank 2.0 -- Making It Happen

Download 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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<p>Slide 1</p> <p>Customer Experience Solutions. Delivered.*</p> <p>BANK 2.0Making it Happen</p> <p>Customer Experience Solutions. Delivered.*</p> <p>For more insight on how to realize the Bank 2.0 vision, download our Bank 2.0 white paper:</p> <p>http://banking.backbase.com/adv/bank20-whitepaper.php</p> <p>Customer Experience Solutions. Delivered.*</p> <p>Customer Experience Solutions. Delivered.*</p> <p>*The Big Shift : Customer-Derived </p> <p>Customer Experience Solutions. Delivered.*</p> <p>*The Big Shift : Banking has to be SUPERRising 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.</p> <p>Customer Experience Solutions. Delivered.*</p> <p>*The Big Shift : From Inside-Out to Outside-in Inside-OutWeb / MobileEnableINTERNALSYSTEMSAND PLATFORMS</p> <p>Customer Experience Solutions. Delivered.*</p> <p>*Backbase : New Customer Experience LayerINTERNALSYSTEMSAND PLATFORMSCUSTOMEREXPERIENCELAYERLOOSELYCOUPLEDEfficiency &amp; quality</p> <p>Innovation capability&amp; customer orientation</p> <p>Customer Experience Solutions. Delivered.*</p> <p>*Bank 2.0: Value Exchange Create Win / Win RelationsThe Value Exchange: Drivers for effective web presenceImprove my lifeFit my unique needs.Address more of my requirements</p> <p>Respect my timeBe more convenient.Be faster and simpler.</p> <p>Save me moneyBe cheaper to own.Give me a better deal.</p> <p>Buy moreAcquire new customers.Increase share of wallet.Get longer lasting relationships.</p> <p>Cost LessSell and service more efficiently.Smarter marketing.</p> <p>Customer Experience Solutions. Delivered.*</p> <p>*Bank 2.0 : Elements of Engagement BankingTransactionBankingActionableInsightsValuableContentOrigination /Self-ServiceMy Bank DashboardAdvisoryToolsTargetedOffersBank 2.0WidgetsEngagement BankingChat, VideoAlert</p> <p>Customer Experience Solutions. Delivered.*</p> <p>BUsUnify Content &amp; Applications into Seamless JourneyProductsSystemsProcessesCompliance</p> <p>Customer Experience Solutions. Delivered.*</p> <p>Widgets (Mix &amp; Match)Re-Usable WidgetsCONTENTConsistent Across ChannelsFORMSEnrollmentSelf-Service ...PERSONALIZATION1:1 Marketing(targeting, segmentation)COMMUNICATIONChat, Mail, SMS</p> <p>INTERNET BANKINGTransactionalOTHER APPLICATIONSCRM3TH PARTY APPSPFMCUSTOMER ENGAGEMENT PORTALONLINE MOBILECALL CENTER BRANCH OFFICE</p> <p>Absa BarclaysEnterprise portal standard: Internet Banking &amp; Self-Service functions Fully decoupled presentation layer (implemented in 12-18 months)Integration with 20+ heterogeneous sources and applicationsLargest implementation in South Africa*</p> <p>Customer Experience Solutions. Delivered.*</p> <p>ABN AMROEnterprise Portal Framework : employee &amp; customer facing Largest Implementation : 6 Mio active Internet Banking usersMulti channel &amp; device delivery : internet, mobile, branch, call Stack : Backbase + Tibco | Implementation : Cap Gemini + TCS*</p> <p>Customer Experience Solutions. Delivered.*</p> <p>Backbase Portal FoundationExisting Banking SystemsBank 2.0 : Empower all StakeholdersBank 2.0 Launchpad (Your Customers)*Customerin Control Portal Manager(e-Business Professionals)</p> <p>Customer Experience Solutions. Delivered.*</p> <p>Launchpad Secure &amp; Personal Dashboard**BACKBASE 2012 | New York | Amsterdam | Moscow | Singapore My Bank : Customized to your Needs</p> <p>Customer Experience Solutions. Delivered.*</p> <p>Backbase Portal FoundationExisting Banking SystemsBank 2.0 : Empower all StakeholdersBank 2.0 Launchpad (Your Customers)*ITin Control Customerin Control Portal Manager(e-Business Professionals)Businessin Control </p> <p>Customer Experience Solutions. Delivered.*</p> <p>*Portal Manager : Configurable by Business / MarketingBusinessin Control </p> <p>Customer Experience Solutions. Delivered.*</p> <p>image courtesy: http://www.flickr.com/photos/beeteeoh/3298373727/BACKBASE </p> <p>Thank You!</p> <p>Challenge</p> <p> 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.</p> <p> Customers have to interact with multiple (often very different) websites and its extremely hard to make a seamless customer experience. </p> <p>Backbase Solution</p> <p>- 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</p> <p> 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. </p> <p>Backbase Solution</p> <p>- 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).</p> <p>Portal Manager enables non-technical people to manage and optimize the customer experience layer, and reduces their IT dependency. </p> <p>Critical Business Issue</p> <p> 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. </p> <p>Backbase Solution</p> <p>- 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).</p> <p>Portal Manager enables non-technical people to manage and optimize the customer experience layer, and reduces their IT dependency. </p> <p>Lets take a slightly more detailed look at how this would work.</p> <p>You have your Banking Platform containing your existing infrastructure and the flexible presentation layer as introduced a few slides ago.</p> <p>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.</p> <p>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).</p> <p>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.</p> <p>Using the widget approach gives you greater flexibility and makes sure you dont have to develop a new application for every new device and system. </p> <p>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.</p> <p>Its a truly write once, run everywhere solution. Tackling the biggest challenges for your mobile strategy.*</p>