1.
Customer Experience Solutions. Delivered. 1
Bank 2.0
How to make it Happen?

2.
Customer Experience Solutions. Delivered. 2
Challenge: Create a Seamless Customer Experience

3.
Customer Experience Solutions. Delivered. 3
Paradigm Shift: From ‘Inside-out’ to ‘Outside-in’
INTERNAL
SYSTEMS
AND PLATFORMS
Inside-Out
Outside-In
CUSTOMER
EXPERIENCE
LAYER
LOOSELY
COUPLED

4.
Customer Experience Solutions. Delivered. 4
Marketing SiteMarketing SiteCustomer Experience Platform
Core Banking Systems & Processes
Mobile
Optimized
Personalization
& Targeting
Security &
Access Control
App Store
(web 2.0)
Application
Integration
Customer
In Control
Interactive Forms
& Calculators
Superior
Experience
User Experience Layer: Seamless Customer Journey

5.
Customer Experience Solutions. Delivered. 5
Marketing
Content
Personal
Content
Comm.
Tools
My
Products
My Profile
Preferences
Transactions
Accounts
Summary
Public
“Soft” and “Solid” Authorization

6.
Customer Experience Solutions. Delivered. 6
Widgets: Mix & Match | Any Combination
Re-Usable
Widgets
CONTENT
Consistent
Across Channels
FORMS
Enrollment
Self-Service ...
PERSONALIZATION
1:1 Marketing
(targeting, segmentation)
COMMUNICATION
Chat, Mail, SMS
INTERNET BANKING
Transactional
OTHER APPLILCATIONS
CRM
3TH PARTY APPS
PFM
CUSTOMER ENGAGEMENT PORTAL
ONLINE
MOBILE
CALL
CENTER
BRANCH
OFFICE

7.
Customer Experience Solutions. Delivered. 7
Challenge: Mobile - Any Place, Any Device

8.
Customer Experience Solutions. Delivered. 8
Ubiquity - Any Place, Any Device
ATM / TVMobileDesktop
Customer Experience Platform

9.
Customer Experience Solutions. Delivered. 9
Backbase
BANK 2.0
Portal
Mobile Optimized Widgets
+
(Direct To Browser
Via Native App Wrapper
NATIVE
WRAPPER
Hybrid Approach : HTML5 and Native Wrapper

10.
Customer Experience Solutions. Delivered. 10
Challenge: How to make it Personal?

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Customer Experience Solutions. Delivered. 11
Personal - Customization & Targeting
Existing
CRM
CUSTOMER
PROFILE
TRACKING
BEHAVIOR
CUSTOMER
PREFERENCES Portal
Server
Implicit
Profiling
Explicit
Profiling Check
Entitlements
Customer
Preferences
Targeting
Rules
1
2
3

12.
Customer Experience Solutions. Delivered. 12
Challenge: Business – IT Collaboration

13.
Customer Experience Solutions. Delivered. 13
CHANGE CAPABILITY
Paradigm Shift: From ‘Slow’ to ‘Agile’
INTERNAL
SYSTEMS
AND PLATFORMS
Outside-In
Inside-Out
CUSTOMER
EXPERIENCE
LAYER
LOOSELY
COUPLED
CHANGE REQUIREMENTS

14.
Customer Experience Solutions. Delivered. 14
• Optimize online results
• Lower Cost per Contact
• Control: less IT dependency
• Leverage existing infrastructure
• Easy integration
• Secure & Performance
Superior User Experience •
Personal & Relevant •
Anytime, Anyplace & Any Device •
Customer Business
IT
Empower all key Stakeholders

15.
Customer Experience Solutions. Delivered. 15
CORE BANKING SYSTEMS & PROCESSES
SECURITY
SERVICES
INTEGRATION
SERVICES
PERSONALIZATION
SERVICES
CONTENT
SERVICES
PRESENTATION
SERVICES
Customer
in Control
Business
in Control
IT
in Control
✓ Superior User Experience
✓ Multi-Device Access
✓ Personal & Relevant
✓ Optimize Online Results
✓ Lower Cost-per-Contact
✓ Reduce IT Dependency
✓ Leverage Existing Systems
✓ Easy Integration
✓ Secure & Performance
BACKBASE BANK 2.0 PORTAL
CUSTOMER PORTAL
PORTAL MANAGER
Backbase: Bank 2.0 Portal Software

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Customer Experience Solutions. Delivered. 16
Portal Manager : Manage your User Experience
16

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Customer Experience Solutions. Delivered. 17
Challenge: Advisory Tools & Enrollment

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Customer Experience Solutions. Delivered. 18
Interactive Advisory Tools

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Customer Experience Solutions. Delivered. 19
Enrollment : Multi-Step Data Entry Flow

20.
Customer Experience Solutions. Delivered. 20
The Challenge: The Creation Process is Broken
CHALLENGES :
- Too many steps (slow) – Developer Dependency
- Lack of Agility : why does this take weeks / months/ … ? )
- Maintainability: how can I make changes?
Business
Owner
Business
Annalist
Interaction
Designer
Development
Team
Testing
Team

21.
Customer Experience Solutions. Delivered. 21
Solution: Do-it-Yourself (DIY) Forms Management
Business
Owner
Business
Annalist
Interaction
Designer
Development
Team
Testing
Team
Business
Owner
Business
Annalist
MODEL > REVIEW > PUBLISH
OLD:
NEW :
Development
Team

22.
Customer Experience Solutions. Delivered. 22
About
BACKBASE

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Customer Experience Solutions. Delivered. 23
+
We are Backbase
We deliver a white label Bank 2.0 Portal + Customer Engagement Services

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Customer Experience Solutions. Delivered. 24
3rd
party apps *
3rd
party apps *
We deliver globally
Customers on all continents and offices in Europe and North America.

25.
Customer Experience Solutions. Delivered. 25
3rd
party apps * 3rd
party apps *
We service medium to large financials
Top financials are already using Backbase to deliver a
superior customer experience across multiple channels.

26.
Customer Experience Solutions. Delivered. 26
Questions?
WWW.BACKBASE.COM
REQUEST@BACKBASE.COM
NEW YORK : +1 646 205 3648
AMSTERDAM: +31 (0)20 465 8888

27.
Customer Experience Solutions. Delivered. 27
Thank You!
WWW.BACKBASE.COM
REQUEST@BACKBASE.COM
NEW YORK : +1 646 205 3648
AMSTERDAM: +31 (0)20 465 8888