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Customer Experience Solutions. Delivered.   1Backbase Webinar SeriesBANK 2.0 Trends#backbaseJouk Pleiter & Jelmer de Jong
Our latest white paper is available fordownload at:http://banking.backbase.com/adv/ux-whitepaper.php
Customer Experience Solutions. Delivered.   3SuccessfulUser ExperienceIn Banking
Customer Experience Solutions. Delivered.What is good Design?
Customer Experience Solutions. Delivered.Elements of Good DesignSimplicityPersonal     & RelevantSmooth    ServiceCros...
Customer Experience Solutions. Delivered.Good Design : Simplicity
Customer Experience Solutions. Delivered.Good Design : Simplicity
Customer Experience Solutions. Delivered.Good Design : Simplicity
Customer Experience Solutions. Delivered.Good Design : Simplicity – Take Away      Simplicity                     =       ...
Customer Experience Solutions. Delivered.   1Personal & Relevant
Customer Experience Solutions. Delivered.   1Personal & Relevant : Customize
Customer Experience Solutions. Delivered.   1Personal & Relevant : Targeting
Customer Experience Solutions. Delivered.               1Personal & Relevant – Take Away  Personal & Relevant             ...
Customer Experience Solutions. Delivered.   1Great Design : Smooth Service
Customer Experience Solutions. Delivered.   1Step 1: Explore
Customer Experience Solutions. Delivered.   1Step 2: Buy
Customer Experience Solutions. Delivered.   1Step 3: Track
Customer Experience Solutions. Delivered.               1Smooth Service – Take Away                                       ...
Customer Experience Solutions. Delivered.   1Step 1: Advice & Simulation Tools
Customer Experience Solutions. Delivered.   2Step 1: Advice & Simulation Tools
Customer Experience Solutions. Delivered.   2Step 2: Online Enrollment
Customer Experience Solutions. Delivered.   2Step 3: Status & Product Updates
Customer Experience Solutions. Delivered.                        2Good Design : Cross Channel Journeys     Status Quo     ...
Customer Experience Solutions. Delivered.                           2  Understand Behavior / Preferences Per Channel Focus...
Customer Experience Solutions. Delivered.   2Cross Channel Journeys : Service Design
Customer Experience Solutions. Delivered.   2Good Design : Context is King
Customer Experience Solutions. Delivered.                  2Good Design : Contextual is King               Portal         ...
Customer Experience Solutions. Delivered.   2Mobile Optimized Portals
Customer Experience Solutions. Delivered.   2Targeting, Segmentation, Context Delivery
Customer Experience Solutions. Delivered.   30 3Summary : Contextual Delivery TRACKING        CUSTOMER          Facebook B...
Customer Experience Solutions. Delivered.   31 3Bank 2.0 – LiveAbsa BankAggregating 20+ applications intosingle My Absa Da...
Customer Experience Solutions. Delivered.   3
Customer Experience Solutions. Delivered.   34 3Bank 2.0 – LiveTCS BankPersonal TCS Dashboard
Customer Experience Solutions. Delivered.   3
Customer Experience Solutions. Delivered.   3
Customer Experience Solutions. Delivered.   3
Customer Experience Solutions. Delivered.   3
Customer Experience Solutions. Delivered.   39 3Bank 2.0 – LiveABN AMRO BankBlending Open en Closedenvironment into single...
Customer Experience Solutions. Delivered.   4
Customer Experience Solutions. Delivered.   4
Customer Experience Solutions. Delivered.   4
Customer Experience Solutions. Delivered.   4
Customer Experience Solutions. Delivered.   44 4Thank you!WWW.BACKBASE.COM
Bank 2.0 Trends
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Bank 2.0 Trends

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In the latest Backbase webinar Jouk Pleiter and Jelmer de Jong discussed what makes a good user experience in banking, showcased how to bring the Amazon experience to banking, talked about contextual targeting, cross channel customer journeys and showcased best practices form ABSA, ABN AMRO and TCS Bank.

To read more about Backbase's Bank 2.0 solution, visit our site: http://www.backbase.com/bank20/

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Transcript of "Bank 2.0 Trends"

  1. 1. Customer Experience Solutions. Delivered. 1Backbase Webinar SeriesBANK 2.0 Trends#backbaseJouk Pleiter & Jelmer de Jong
  2. 2. Our latest white paper is available fordownload at:http://banking.backbase.com/adv/ux-whitepaper.php
  3. 3. Customer Experience Solutions. Delivered. 3SuccessfulUser ExperienceIn Banking
  4. 4. Customer Experience Solutions. Delivered.What is good Design?
  5. 5. Customer Experience Solutions. Delivered.Elements of Good DesignSimplicityPersonal & RelevantSmooth ServiceCross Channel Customer JourneysContext is King
  6. 6. Customer Experience Solutions. Delivered.Good Design : Simplicity
  7. 7. Customer Experience Solutions. Delivered.Good Design : Simplicity
  8. 8. Customer Experience Solutions. Delivered.Good Design : Simplicity
  9. 9. Customer Experience Solutions. Delivered.Good Design : Simplicity – Take Away Simplicity = 80 - 20 Rule Simplicity = Mobile First
  10. 10. Customer Experience Solutions. Delivered. 1Personal & Relevant
  11. 11. Customer Experience Solutions. Delivered. 1Personal & Relevant : Customize
  12. 12. Customer Experience Solutions. Delivered. 1Personal & Relevant : Targeting
  13. 13. Customer Experience Solutions. Delivered. 1Personal & Relevant – Take Away Personal & Relevant = Customization Personal & Relevant = Targeting
  14. 14. Customer Experience Solutions. Delivered. 1Great Design : Smooth Service
  15. 15. Customer Experience Solutions. Delivered. 1Step 1: Explore
  16. 16. Customer Experience Solutions. Delivered. 1Step 2: Buy
  17. 17. Customer Experience Solutions. Delivered. 1Step 3: Track
  18. 18. Customer Experience Solutions. Delivered. 1Smooth Service – Take Away Navigation & Explore = Advisory Tools Buy = Online Enrollment Track = Notify & Alerts
  19. 19. Customer Experience Solutions. Delivered. 1Step 1: Advice & Simulation Tools
  20. 20. Customer Experience Solutions. Delivered. 2Step 1: Advice & Simulation Tools
  21. 21. Customer Experience Solutions. Delivered. 2Step 2: Online Enrollment
  22. 22. Customer Experience Solutions. Delivered. 2Step 3: Status & Product Updates
  23. 23. Customer Experience Solutions. Delivered. 2Good Design : Cross Channel Journeys Status Quo Bank 2.0 V.S. Integrated Journey Separate Channels
  24. 24. Customer Experience Solutions. Delivered. 2 Understand Behavior / Preferences Per Channel FocusedSet Budget PhysicalGoalsCompare Sign 401k401K’s Bill Payments Buy Stocks Coffee Apply for Mortgage Sign for Mortgage Casual View stock prices Compare Mortgage Rates View account Payments View Stock Portfolio balance Quick See Spending Patterns
  25. 25. Customer Experience Solutions. Delivered. 2Cross Channel Journeys : Service Design
  26. 26. Customer Experience Solutions. Delivered. 2Good Design : Context is King
  27. 27. Customer Experience Solutions. Delivered. 2Good Design : Contextual is King Portal Server 1. Device, Language, Location 2 Check Entitlements 2.What are you allowed to see 3 Customer Preferences 3.What do you want to see 4 Targeting Rules 4.What do you have to see
  28. 28. Customer Experience Solutions. Delivered. 2Mobile Optimized Portals
  29. 29. Customer Experience Solutions. Delivered. 2Targeting, Segmentation, Context Delivery
  30. 30. Customer Experience Solutions. Delivered. 30 3Summary : Contextual Delivery TRACKING CUSTOMER Facebook BEHAVIOR PREFERENCES Linkedin / … Social Profiling Customer Targeting Profile Existing CRM
  31. 31. Customer Experience Solutions. Delivered. 31 3Bank 2.0 – LiveAbsa BankAggregating 20+ applications intosingle My Absa Dashboard
  32. 32. Customer Experience Solutions. Delivered. 3
  33. 33. Customer Experience Solutions. Delivered. 34 3Bank 2.0 – LiveTCS BankPersonal TCS Dashboard
  34. 34. Customer Experience Solutions. Delivered. 3
  35. 35. Customer Experience Solutions. Delivered. 3
  36. 36. Customer Experience Solutions. Delivered. 3
  37. 37. Customer Experience Solutions. Delivered. 3
  38. 38. Customer Experience Solutions. Delivered. 39 3Bank 2.0 – LiveABN AMRO BankBlending Open en Closedenvironment into single Journey
  39. 39. Customer Experience Solutions. Delivered. 4
  40. 40. Customer Experience Solutions. Delivered. 4
  41. 41. Customer Experience Solutions. Delivered. 4
  42. 42. Customer Experience Solutions. Delivered. 4
  43. 43. Customer Experience Solutions. Delivered. 44 4Thank you!WWW.BACKBASE.COM
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