This document discusses the disruption in banking due to changing customer behavior and the rise of digital banking. It notes that customers are increasingly shifting to digital banking for convenience. Small fintech startups are also gaining prominence by disrupting traditional lending and wealth management. The document outlines two key focus points for digital transformation in 2015 - pursuing an omni-channel delivery model to provide a seamless customer experience across channels, and controlling an organization's digital strategy through a customer-centric platform that empowers customers, business units and IT.

1. Disruption in Banking: The Era of Digitization

2. Customer Behavior is Changing

3. Customer Behavior is Changing
Customer Behavior : Shift to Digital
3

4. Customer Behavior is Changing
Customer Behavior : Convenience
4

5. Customer Behavior : Convenience
Customer Behavior is Changing
5

6. Small Start-ups Getting Big
Customer Behavior is Changing
6

7. Small Start-ups Getting Big
Customer Behavior is Changing
7

8. Disruption : Lending Club
Customer Behavior is Changing
8

9. Disruption : Wealthfront
Customer Behavior is Changing
9

10. 10
Customer Behavior is Changing
Source: Thomas J. Loverro

11. Challenge the Challenger.
Become a Disruptor Yourself.
Accelerate Digital Transformation.
Challenge the Challenger

12. Digital Transformation
Key Focus Points for 2015
1. Pursue an Omni-Channel Delivery Model
2. Control Your Digital Strategy
Digital Transformation

13. 1) Pursue an Omni-Channel Delivery Model

14. The Evolution Towards Omni Channel
1) Pursue an Omni-Channel Delivery Model
14
• Customers
experience a single
type of touch-point.
• Banks have a single
type of touch-point.
• Customer sees multiple
touch-points acting
independently.
• Banks’ channel
knowledge and operations
exist in technical &
functional silos
• Customers sees
multiple touch-points as
part of the same brand
• Banks have a single
view of the customer
but operate in
functional silos
• Customers experience a
brand, not a channel
within a brand
• Banks leverage their
single view of the
customer in coordinated
and strategic ways

15. Omni-Channel Customer Journey
1) Pursue an Omni-Channel Delivery Model
15

16. Source:
Google Inc.

17. Source:
Google Inc.

20. Source:
Google Inc.

21. Omni-Channel Hand-over & Orchestration
Products Analytics
Orchestration / Context /
Personalization Services
CRM …
1) Pursue an Omni-Channel Delivery Model
21

22. 2) Control Your Digital Strategy

23. 2) Control Your Digital Strategy
Control -- Especially behind the login
23
14%

24. 24
✓ Right info, right time, right place
✓ Seamless Customer Journey
✓ Personal & Relevant
✓ Configuration without IT
✓ Online Channel Optimization
✓ Cross & Up-sell Campaigns
✓ Integration
✓ Security
✓ Agility / Business – IT Alignment
✓ Innovation on a solid foundation
Customers
IT
Business
Challenge : How to Empower all Stakeholders?
2) Control Your Digital Strategy

25. 2) Control Your Digital Strategy
The soloed digital banking team
25
Learnings from

26. 2) Control Your Digital Strategy
The soloed digital banking team -- reality
26
Learnings from

27. 2) Control Your Digital Strategy
Disrupt: Apply Lean Start-up Principles
27

29. We Are Backbase

30. Customer Experience Platform
Existing Systems
Launchpad
(Your Customers)
CXP Manager
(Digital Managers)
Business
In control
Customer
In control
IT
In control
Digital Banking
Services
1
2 3
4

31. Customer Experience Solutions. Delivered.
INDUSTRY RECOGNITION
31
Gartner Magic Quadrant for
Horizontal Portal Software
Jim Murphy (October 2014)
“Backbase is among the most
highly regarded user experience
platform vendors in time to
implement”.
ü Strong momentum since 2010
ü Lean User Experience Platform
”Most Visionary Vendor”

32. Customer Experience Solutions. Delivered.
INDUSTRY RECOGNITION
“Backbase is Market Leader”
Decision Matrix: Selecting
Next Generation Digital
Banking Channel Platform
Jaroslaw Knapik (December 2013)
“We believe Market Leaders
are worthy of a place on most
technology selection shortlists.
The vendor has established a
commanding market position
with a product that is widely
accepted as best-of-breed."

33. Customer Experience Solutions. Delivered.
INDUSTRY RECOGNITION

34. image courtesy: http://www.flickr.com/photos/beeteeoh/3298373727/
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