In this special, exclusive webinar, Jouk Pleiter and Tim Rutten of Backbase will share best practices in how banks and credit unions move their mobile banking experience to the next level. Find out the 5 habits of highly effective bank transformation projects – how financials can execute and optimize a successful mobile banking strategy that is integrated with a wider multi-channel strategy. Total duration: 60 minutes

1. Next Level Mobile Banking

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Logistics

3. TRENDS
Context – Channel Mix
“.”3

4. TRENDS
Battlefield – Customer Engagement
4
Engagement Matters

5. (1) Omni-Channel Delivery Model

6. Pursue Omni-Channel Delivery Model
(1) Customers Expect: Any Device
6

7. Pursue Omni-Channel Delivery Model

8. Omni-Channel Customer Journeys
Pursue Omni-Channel Delivery Model
8
Seamless Device Hand-off
Pause & Continue
Consistent Brand Experience
Holistic Customer View

9. Pursue Omni-Channel Delivery Model
Goal : Omni-Channel Customer Journeys

11. From “Channel Islands” to “Omni-Channel”
11
MobileInternet
Phone /
Call CenterOffice / Branch
Internal
Applications
Call Center
Applications
Internet
Applications
Mobile
Applications
data
data
data
data
replication
data data data
Omni-Channel
Widget Widget Widget Widget Widget
Web SDK | Mobile SDK
Customer Experience Services
Omni-Channel Services
Legacy
Apps
Legacy
Apps
Channel Islands Omni-Channel
data data
Legacy
Apps
Pursue Omni-Channel Delivery Model

12. So we Have Way Too Many Silo’s
Customer
Portal
Agent
Portal
Mobile
App 1
Mobile
App 2
CCC
App
3rd
Party
Customer Experience Layer
Superior
Experience
Personal &
Relevant
Fast &
Frictionless
Anytime
Any place
Application
Integration
CRM
Integration
Process
Integration
Security &
Compliance
Existing
Systems
CRM Processes Governance

13. USER INTERFACE
Customer Experience
Management
Omni-Channel
Digital Banking
Omni-Channel
Enterprise Catalog
Re-use across
all Touchpoints
Security
API
Content
API
Targeting
API
Mobile
API
Analytics
API
AI & ML
API
Integration
API
Pursue Omni-Channel Delivery Model
Goal : One Platform, Any Touchpoint
Dynamic Forms
& Case Management
Payments
API
Actions
API
Comms.
API
PFM
API
Entitlements
API
…
API
Products
API
Workflows
API
Domain
API
Integration
API
Reporting
API
KYC
API
…
API
Rules
API

14. Backbase Forms
Goal : One Platform, Any Touchpoint
Branch Internet Mobile
Screen design,
Workflows,
content
Screen design,
Workflows,
content
Screen design,
Workflows,
content
Onboarding
Branch
Internet
Mobile
Credit
Application
Branch
Internet
Mobile
Credit Card
Application
Branch
Internet
Mobile
Channel specific processes
Branch Internet Mobile
Omni-Channel Dialogs
Screen design, Workflows, Content
Branch
Branch
Branch
...
Omni-channel processes
Mortgages
Onboarding
AccountOpening
Loans
...

15. 15
Accelerate Digital Innovation
Back Office Functions
Existing Systems
(Silos)
Omni-Channel
Engagement
Platform
Start with the Customer Experience

16. (2) Seamless Customer Journey

17. (2) Customer Expect Instant Service
Service Design
17

18. Create Apps that are Instant
18
The Journey Start Here…
Any Time – Any Place
Technology
Systems
Processes
Mind Devices Applications Companies
Service Design

19. Service Design
Goal : Instant & Seamless Customer Journeys

20. Service Design
Approach : Design for Moments of Truth
20
Identify
the mobile
moments
and context
Design
the mobile
engagement
Engineer
your platforms,
processes, and
people for mobile
Analyze
results to monitor
performance and
optimize outcomes
Start small
with a platform
to extend

21. Service Design
We need “Customer First” Technology
21
Starts
Inside out.
Starts
Outside-in.
Classic Approach
Branch
Legacy Apps
Network
UX
Data
APIs
Legacy Apps
Network
Customer First
Web
Mobile

22. We need “Customer First” Technology
Service Design
CX Services
DB Services
DFM Services
Cloud Deployment
Composite
Application

23. Key Ingredients : Design System
Service Design

24. Key Ingredients : API-based Capabilities
Service Design
USER INTERFACE
Design System +
Widgets
Engagement
Orchestration
Omni-Channel
Digital Banking
Retail Banking Business Banking Wealth Management CSR & Advisor Custom
Omni-Channel
Enterprise Catalog
Re-use across
all Touchpoints
Security
API
Content
API
Targeting
API
Mobile
API
Analytics
API
AI & ML
API
Integration
API
Dynamic Business
Process Orchestration
Payments
API
Actions
API
Commun..
API
PFM
API
Entitlements
API
IAM
API
Products
API
Workflows
API
Domain
API
Integration
API
360 Customer
API
KYC
API
…
API
Rules
API

25. Create Customer First Experiences
Service Design
25
Customer
Centric
Apps
UX
Data
APIs
Legacy Apps
Network
Customer First

26. (3) Contextual Engagement

27. Contextual Engagement
Customer Expect Contextual Advice
27

28. Contextual Engagement
Approach : Understand Context
28
PROFILE
EVENTS
WHAT
WHERE
HOW
WHO
CONTEXT
ASSIST
ENGAGE
ACT
Intents

29. Contextual Engagement
Key Ingredients : Context Aware
29
Social CRM PFM PSD2 …
RulesAIHuman

30. Contextual Engagement
Key Ingredients : Context Management
Context Management Capabilities (Rules / AI)
Social CRM PFM PSD2 …
Customer

31. Contextual Engagement
Create Win-Win : Customer & Bank

32. About BACKBASE

33. The Backbase Difference
BACKBASE – Next Level Digital Banking
From: To:
Product Push
(pushing products)
Customer First
(engagement banking)
Channel Islands
(broken / silo’s)
Omni-Channel
(everywhere banking)
Monolithic Systems
(stuck in the past)
Open & Modular
(agile banking)

34. The Backbase Difference
Next Level Omni-Channel Platform
Omni-Channel Digital Banking
Customer Experience Capabilities
Vertical Banking Solutions = Ready to Go Capabilities
Retail
Widgets
Core banking
systems
IDM
CRM
Etc.
Any other
system
API
API
Dynamic Forms / Case ManagementAPI
Open Banking
Marketplace
Business
in control
IT
in control
Experience
Manager
Studio
Business
Widgets
Wealth
Widgets
Insurance
Widgets
Employee
Customer

35. The Backbase Difference
Trusted by 100+ Financials
35

36. The Backbase Difference
Drive your Digital Business
Existing Systems
(Product Centric)
CUSTOMER
ENGAGEMENT
Customer Employee
Customer Engagement

37. info@backbase.com
www.backbase.com
THANK YOU!