bank 2.0 -- making it happen
Post on 17-Oct-2014
3.887 views
DESCRIPTION
Slides used by Jouk Pleiter, in the Backbase webinar on Inspiration for Innovation.TRANSCRIPT
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Customer Experience Solutions. Delivered. 1
BANK 2.0Making it Happen
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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
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Customer Experience Solutions. Delivered. 3
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The Big Shift : Customer-Derived
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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
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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√
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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
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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
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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
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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
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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
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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)
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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
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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)
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ITin Control
Customerin Control
Portal Manager(e-Business Professionals)
Portal Manager(e-Business Professionals)
Businessin Control
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Customer Experience Solutions. Delivered. 17
17Portal Manager : Configurable by Business / Marketing
Businessin Control
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Customer Experience Solutions. Delivered. 18
image courtesy: http://www.flickr.com/photos/beeteeoh/3298373727/
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