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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 ...

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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  • 1. Customer Experience Solutions. Delivered. 1Backbase Webinar SeriesBANK 2.0 Trends#backbaseJouk Pleiter & Jelmer de Jong
  • 2. Our latest white paper is available fordownload at:http://banking.backbase.com/adv/ux-whitepaper.php
  • 3. Customer Experience Solutions. Delivered. 3SuccessfulUser ExperienceIn Banking
  • 4. Customer Experience Solutions. Delivered.What is good Design?
  • 5. Customer Experience Solutions. Delivered.Elements of Good DesignSimplicityPersonal & RelevantSmooth ServiceCross Channel Customer JourneysContext is King
  • 6. Customer Experience Solutions. Delivered.Good Design : Simplicity
  • 7. Customer Experience Solutions. Delivered.Good Design : Simplicity
  • 8. Customer Experience Solutions. Delivered.Good Design : Simplicity
  • 9. Customer Experience Solutions. Delivered.Good Design : Simplicity – Take Away Simplicity = 80 - 20 Rule Simplicity = Mobile First
  • 10. Customer Experience Solutions. Delivered. 1Personal & Relevant
  • 11. Customer Experience Solutions. Delivered. 1Personal & Relevant : Customize
  • 12. Customer Experience Solutions. Delivered. 1Personal & Relevant : Targeting
  • 13. Customer Experience Solutions. Delivered. 1Personal & Relevant – Take Away Personal & Relevant = Customization Personal & Relevant = Targeting
  • 14. Customer Experience Solutions. Delivered. 1Great Design : Smooth Service
  • 15. Customer Experience Solutions. Delivered. 1Step 1: Explore
  • 16. Customer Experience Solutions. Delivered. 1Step 2: Buy
  • 17. Customer Experience Solutions. Delivered. 1Step 3: Track
  • 18. Customer Experience Solutions. Delivered. 1Smooth Service – Take Away Navigation & Explore = Advisory Tools Buy = Online Enrollment Track = Notify & Alerts
  • 19. Customer Experience Solutions. Delivered. 1Step 1: Advice & Simulation Tools
  • 20. Customer Experience Solutions. Delivered. 2Step 1: Advice & Simulation Tools
  • 21. Customer Experience Solutions. Delivered. 2Step 2: Online Enrollment
  • 22. Customer Experience Solutions. Delivered. 2Step 3: Status & Product Updates
  • 23. Customer Experience Solutions. Delivered. 2Good Design : Cross Channel Journeys Status Quo Bank 2.0 V.S. Integrated Journey Separate Channels
  • 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. Customer Experience Solutions. Delivered. 2Cross Channel Journeys : Service Design
  • 26. Customer Experience Solutions. Delivered. 2Good Design : Context is King
  • 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. Customer Experience Solutions. Delivered. 2Mobile Optimized Portals
  • 29. Customer Experience Solutions. Delivered. 2Targeting, Segmentation, Context Delivery
  • 30. Customer Experience Solutions. Delivered. 30 3Summary : Contextual Delivery TRACKING CUSTOMER Facebook BEHAVIOR PREFERENCES Linkedin / … Social Profiling Customer Targeting Profile Existing CRM
  • 31. Customer Experience Solutions. Delivered. 31 3Bank 2.0 – LiveAbsa BankAggregating 20+ applications intosingle My Absa Dashboard
  • 32. Customer Experience Solutions. Delivered. 3
  • 33. Customer Experience Solutions. Delivered. 34 3Bank 2.0 – LiveTCS BankPersonal TCS Dashboard
  • 34. Customer Experience Solutions. Delivered. 3
  • 35. Customer Experience Solutions. Delivered. 3
  • 36. Customer Experience Solutions. Delivered. 3
  • 37. Customer Experience Solutions. Delivered. 3
  • 38. Customer Experience Solutions. Delivered. 39 3Bank 2.0 – LiveABN AMRO BankBlending Open en Closedenvironment into single Journey
  • 39. Customer Experience Solutions. Delivered. 4
  • 40. Customer Experience Solutions. Delivered. 4
  • 41. Customer Experience Solutions. Delivered. 4
  • 42. Customer Experience Solutions. Delivered. 4
  • 43. Customer Experience Solutions. Delivered. 44 4Thank you!WWW.BACKBASE.COM