Customer Experience Solutions. Delivered. 1

BANK 2.0Making it Happen

Customer Experience Solutions. Delivered. 2

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

Customer Experience Solutions. Delivered. 3

4

The Big Shift : Customer-Derived

5

The Big Shift : Banking has to be SUPER

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.

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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The Big Shift : From Inside-Out to Outside-in

Inside-Out

Web / MobileEnable

INTERNALSYSTEMS

AND PLATFORMS

CUSTOMER

EXPERIENCE

LAYER

Outside-In

Customer Enable

7

Backbase : New Customer Experience Layer

Customer Oriented

Functions & Operations

Back Office

Functions & Processes

INTERNALSYSTEMS

AND PLATFORMS

CUSTOMER

EXPERIENCE

LAYER

LOOSELYCOUPLED

Efficiency & quality√

Innovation capability

& customer orientation√

8

Bank 2.0: Value Exchange – Create Win / Win Relations

The Value Exchange: Drivers for effective web presence

Improve my life•Fit my unique needs.•Address more of my requirements

Respect my time•Be more convenient.•Be faster and simpler.

Save me money•Be cheaper to own.•Give me a better deal.

Buy more•Acquire new customers.•Increase share of wallet.•Get longer lasting relationships.

Cost Less•Sell and service more efficiently.•Smarter marketing.

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Bank 2.0 : Elements of Engagement Banking

Transaction

Banking

Actionable

Insights

Valuable

Content

Origination /

Self-Service

My Bank

Dashboard

Advisory

Tools

Targeted

Offers

Bank 2.0

Widgets

Engagement

Banking

Chat, Video

Alert

Customer Experience Solutions. Delivered. 10

BUs

Unify Content & Applications into Seamless Journey

Products Systems Processes Compliance

Customer Centric Experience Layer

ContextualSmart

SeamlessJourney

CRMIntegration

Security &Compliance

ProcessIntegration

Personal &Relevant

ApplicationIntegration

CustomerIn Control

Customer Experience Solutions. Delivered. 11

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

Absa Barclays

Enterprise portal standard: Internet Banking & Self-Service functions

Fully decoupled presentation layer (implemented in 12-18 months)

Integration with 20+ heterogeneous sources and applications

Largest implementation in South Africa

Enterprise portal standard: Internet Banking & Self-Service functions

Fully decoupled presentation layer (implemented in 12-18 months)

Integration with 20+ heterogeneous sources and applications

Largest implementation in South Africa 12

Customer Experience Solutions. Delivered. 13

ABN AMRO

Enterprise Portal Framework : employee & customer facing

Largest Implementation : 6 Mio active Internet Banking users

Multi channel & device delivery : internet, mobile, branch, call

Stack : Backbase + Tibco | Implementation : Cap Gemini + TCS

Enterprise Portal Framework : employee & customer facing

Largest Implementation : 6 Mio active Internet Banking users

Multi channel & device delivery : internet, mobile, branch, call

Stack : Backbase + Tibco | Implementation : Cap Gemini + TCS 13

Customer Experience Solutions. Delivered. 14

Backbase Portal Foundation

Existing Banking Systems

Bank 2.0 : Empower all Stakeholders

Bank 2.0 Launchpad (Your Customers)

Bank 2.0 Launchpad (Your Customers)

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Customerin Control

Portal Manager(e-Business Professionals)

Portal Manager(e-Business Professionals)

Customer Experience Solutions. Delivered. 15

Launchpad – Secure & Personal Dashboard

04/07/23 15BACKBASE © 2012 | New York | Amsterdam | Moscow | Singapore

My Bank : Customized to your NeedsCustomerin Control

Customer Experience Solutions. Delivered. 16

Backbase Portal Foundation

Existing Banking Systems

Bank 2.0 : Empower all Stakeholders

Bank 2.0 Launchpad (Your Customers)

Bank 2.0 Launchpad (Your Customers)

16

ITin Control

Customerin Control

Portal Manager(e-Business Professionals)

Portal Manager(e-Business Professionals)

Businessin Control

Customer Experience Solutions. Delivered. 17

17Portal Manager : Configurable by Business / Marketing

Businessin Control

Customer Experience Solutions. Delivered. 18

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