Disruption in Digital Banking By
@joukpleiter and @jelmerdejong

Thursday, December 18th, 1pm EST
§ Thank you for joining! § Use the GoToMeeting panel to ask questions § Participate on Twitter: #backbase § Session will be recorded and slides will be shared via email and Slideshare within 48 hours Webinar : Disruption in Digital Banking 2

Customer Behavior is Changing

Customer Behavior is Changing Customer
Behavior : Convenience 4

Disruption : Uber Customer Behavior
is Changing 5

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

Disruption : Lending Club Customer
Behavior is Changing 7

Small Start-ups Getting Big Customer
Behavior is Changing 8

9 Customer Behavior is Changing
Source: Thomas J. Loverro

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

Digital Transformation Key Focus Points
for 2015 1. Start with the Customer Experience 2. Pursue an Omni-Channel Delivery Model 3. Regain Control of your Digital Strategy 4. Define your Inspiring Purpose Digital Transformation

1) Start with the Customer
Experience

1) Start with the Customer
Experience Customer Behavior : Shift to Digital 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Times Branch Phone ATM Tablet Mobile 0% 10% 100% 20% 30% 40% 50% 60% 70% 80% 90% 7-10 Times per Month 3-5 Times per Month 5-10 Times per Year 1-2 Times per Year 20-30 Times per Month 13

1) Start with the Customer
Experience Customer Behavior Shift : Instant & Seamless 14 The Journey Start Here… Any Time – Any Place Technology Systems Processes Mind Devices Applications Companies

1) Start with the Customer
Experience But Requires Hard Work at Infra Level 15 The hard work happens here Technology Systems Processes Mind Devices Applications Companies

1) Start with the Customer
Experience Approach : Design for Moments of Truth 16 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

1) Start with the Customer
Experience New Business Technology Strategy 17 Design starts from inside out. Customer Focus Design starts from outside in. Organizational Focus UX Data Software Hardware / Infrastructure Network UX Data Software Hardware / Infrastructure Network

2) Pursue an Omni-Channel Delivery
Model

Omni-Channel Customer Journey 2) Pursue
an Omni-Channel Delivery Model 19

2) Pursue an Omni-Channel Delivery
Model Traditional Bank = Legacy Approach 20 UX & Marketing Banking APIs Banking Infrastructure Rails

2) Pursue an Omni-Channel Delivery
Model Disruptors = Flexible CX Layer + API’s 21 API API API API API Orchestration UX & Marketing Banking APIs Banking Infrastructure Rails API API API API API Orchestration API API

Widgets – Pre-Build UX Components
2) Pursue an Omni-Channel Delivery Model 22

Omni-Channel Hand-over & Orchestration Products
Analytics Orchestration / Context / Personalization Services CRM … 2) Pursue an Omni-Channel Delivery Model 23

2) Pursue an Omni-Channel Delivery
Model Critical Interactions at Moments of Truth 24 That means building APIs for your core processes. An airline Example,

3) Regain Control of your
Digital Strategy

26 ✓ 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? 3) Regain Control of your Digital Strategy

3) Regain Control of your
Digital Strategy The soloed digital banking team 27 Learnings from

3) Regain Control of your
Digital Strategy The soloed digital banking team -- reality 28 Learnings from

3) Regain Control of your
Digital Strategy § Team of 200 § 30m euro budget § Just 14 months § 1.6 million lines of code § 50k test conditions § 200 innovative features § 1700 screens § 4 million customers § 3 countries § All products & services § Corporation not a startup How mBank did became a disrupter 29 § Break all silos § Move to dedicated location § Freedom & Accountability § Non-standard motivation § Core value: collaboration Learnings from

3) Regain Control of your
Digital Strategy Disrupt : Apply Lean Start-up Principles 30

4) Define your Inspiring Purpose

4) Define your Inspiring Purpose
What is your Inspiring Purpose? 32

4) Define your Inspiring Purpose
What is your Inspiring Purpose? 33

4) Define your Inspiring Purpose
What is your Inspiring Purpose? 34

4) Define your Inspiring Purpose
UMPQUA Bank 35

4) Define your Inspiring Purpose
UMPQUA Bank 36

We are Backbase

We are Backbase Customer Experience
Platform Existing Systems Superior UX (Your Customers) Visual Editor (Digital Managers) Business In control Customer In control IT In controlAPI API API API API

We are Backbase
39

Customer Experience Solutions. Delivered. We
are Backbase Decision Matrix: Next Generation Digital Banking Platforms 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." “Backbase is Market Leader”

Disruption in Digital Banking: Q
& A