5. Customer Experience Solutions. Delivered. 5
Vision (1) : Outside-In Approach
INTERNAL WEB
SYSTEMS INSIDE-OUT ENABLEMENT
AND PLATFORMS APPROACH
6. Customer Experience Solutions. Delivered. 5
Vision (1) : Outside-In Approach
OUTSIDE-IN
APPROACH
Customer
CUSTOMER Engagement
EXPERIENCE
INTERNAL WEB
SYSTEMS INSIDE-OUT ENABLEMENT
AND PLATFORMS APPROACH
7. Customer Experience Solutions. Delivered. 6
Vision (2) : User Experience Layer
Online – Any Device Call Center Branch
(public, personal) Agents Office
Customer Engagement Portal
Advisory Tools
Business Rules
1:1 customer treatment Simulation, Calculators, …
(targeting, segmentation) Re-Usable
Widgets
Customer Profile Content
collect customer preferences Consistent across Channels
(implicit & explicit)
Core Banking Other Back-end Functions 3rd Party Functions
Transactional CRM, … PFM, …
8. Customer Experience Solutions. Delivered. 7
Vision (3) : One Site with Seamless Journey
Traditional banking sites suffer from the silo
syndrome. How to get it right?
Create a single site – with seamless transition
from open to closed
Open Closed Open – Soft Login - Secure
Benefit:
1. seamless customer journey
2. integrated secure architecture
3. Single platform to manage, monitor and optimize
9. Customer Experience Solutions. Delivered. 8
Vision (4) : One Platform, Multiple Devices
Tablet Smart Phone PC
BACKBASE Front
Bank 2.0 Portal Office
unified
desktop
Social Networks
Cloud Enterprise
Content, Data & Services Content, Data and Applications
10. Customer Experience Solutions. Delivered. 8
Vision (4) : One Platform, Multiple Devices
Tablet Smart Phone PC
BACKBASE Front
Bank 2.0 Portal Office
unified
desktop
Social Networks
Cloud Enterprise
Content, Data & Services Content, Data and Applications
11. Customer Experience Solutions. Delivered. 9
Vision (5) : Multi-Channel Experience
Online (open / protected) CCC Branch
Visitor / Customer Advisor Agent
Secure & Integrated Information
SAME INTERFACE Non Secure
Personalized Accessible from a single point
Full access to Full access depending on
ACCESS RIGHTS Free Access
Personal Data Authorization Level
Detailed Info Advanced Info &
Basic Info
INFORMATION Relevant Info Easy Information management
Access to Customer simulation
Generic Personal
TOOLS Results – Cross & Up sell
12. Customer Experience Solutions. Delivered. 10
14
Vision (6) : Customer Engagement Platform
Web Site 1.0
Core Banking Systems & Processes
13. Customer Experience Solutions. Delivered. 10
14
Vision (6) : Customer Engagement Platform
Customer Engagement Platform
Web Site 1.0
Core Banking Systems & Processes
14. Customer Experience Solutions. Delivered. 10
14
Vision (6) : Customer Engagement Platform
Customer Engagement Platform
Web Site 1.0
Core Banking Systems & Processes
15. Customer Experience Solutions. Delivered. 10
14
Vision (6) : Customer Engagement Platform
Superior Customer Mobile Personalization
Experience In Control Optimized & Targeting
Customer Engagement Platform
Web Site 1.0
Content / Profile Security & Application App Store
Management Access Control Integration (web 2.0)
Core Banking Systems & Processes
16. Customer Experience Solutions. Delivered. 11
15
Vision (7) : Faster time to market
CHANGE REQUIREMENTS
Flexible
UX-Layer
CHANGE CAPABILITY
INTERNAL
SYSTEMS
AND PLATFORMS
18. Customer Experience Solutions. Delivered. 13
17
Bank 2.0 Portal : Empower Multiple Stakeholders
Customer
in Control
BANK 2.0 Customer Portal
Business
E-Business Portal Manager
in Control
Security Aggregation Personalization Content Presentation
Services Services Services Services Services
IT
Customer Engagement Platform in Control
Core Banking Systems & Processes
20. Customer Experience Solutions. Delivered. 15
19
Customers : Personal & Relevant Customer Experience
CUSTOMERS
Customer Any Place
in Control Any Device
E-BUSINESS
Business Manage &
in Control Optimize
IT
IT Secure &
in Control Flexible
28. Customer Experience Solutions. Delivered. 23
Business : Easy Portal Management, Less IT support
CUSTOMERS
Customer Any Place
in Control Any Device
E-BUSINESS
Business Manage &
in Control Optimize
IT
IT Secure &
in Control Flexible
36. Customer Experience Solutions. Delivered. 31
IT in Control : Portal Technology Services
User Experience
Layer
Loosely Coupled
Integration
Web Oriented
Architecture
Internal Systems
& Processes
38. Customer Experience Solutions. Delivered. 33
Thank you for your Time
WWW.BACKBASE.COM
REQUEST@BACKBASE.COM
SAN FRANCISCO: +1 866 800 8996
AMSTERDAM: +31 (0)20 465 8888