Innovation in the Digital Channel
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Presentation by Backbase CEO Jouk Pleiter on Innovation in the Digital Channel for banks and other financials.
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Innovation in the Digital Channel
- 1. Customer Experience Solutions. Delivered. 1
- 2. Customer Experience Solutions. Delivered. 2 Customer Interactions move to Digital
- 3. Customer Experience Solutions. Delivered. 3 Paradigm Shift : From “Inside-Out” to „Outside-in‟ Outside-In CUSTOMER Customer Enable EXPERIENCE LAYER INTERNAL Web / Mobile SYSTEMS Enable AND PLATFORMS Inside-Out
- 4. Customer Experience Solutions. Delivered. 4 Bank 2.0 : Flexible Customer Experience Layer Customer Oriented Functions & Operations √ Innovation capability CUSTOMER & customer orientation EXPERIENCE LAYER LOOSELY COUPLED √ Efficiency & quality INTERNAL SYSTEMS AND PLATFORMS Back Office Functions & Processes
- 5. Customer Experience Solutions. Delivered. 5 Challenge : Eliminate Silo‟s
- 6. Customer Experience Solutions. Delivered. 6 Challenge: Create a Seamless Customer Experience
- 7. Customer Experience Solutions. Delivered. 7 One Platform: Seamless Customer Journey Superior Customer Any Time Personal Experience In Control Any Place & Relevant Marketing Internet Customer Experience Platform Site Banking Integrate Integrate Integrate Integrate Content Data Applications Process BUs Products Systems Processes Compliance
- 8. Customer Experience Solutions. Delivered. 8 Widgets (Mix & Match) ONLINE CALL BRANCH MOBILE CENTER OFFICE CUSTOMER ENGAGEMENT PORTAL PERSONALIZATION FORMS 1:1 Marketing Enrollment (targeting, segmentation) Re-Usable Self-Service ... COMMUNICATION Widgets CONTENT Chat, Mail, SMS Consistent Across Channels INTERNET BANKING OTHER APPLICATIONS 3TH PARTY APPS Transactional CRM PFM
- 9. Customer Experience Solutions. Delivered. 9 Engagement Banking : Adding Value Measure Engagement Targeting Relevant Conversion Content Ingredients Track Transaction Advice Behavior Calculate Centric Budget Self- User Service Plan Rate Experience Share Layer
- 11. Customer Experience Solutions. Delivered. 11 Challenge : Compliance & Fast time to Market
- 12. Customer Experience Solutions. Delivered. 12 Challenge : Making it Personal & Relevant
- 13. Customer Experience Solutions. Delivered. 13 13 Targeting : Segmentation & 1:1 Marketing TRACKING CUSTOMER BEHAVIOR PREFERENCES Implicit Explicit Profiling Profiling Social Customer Targeting API Rules Profile Data Existing CRM Content Integration Rendering Services Services Services
- 14. Customer Experience Solutions. Delivered. 14 Targeting : Sales Campaigns 14 14
- 15. Customer Experience Solutions. Delivered. 15 Targeting: Rules, Segments and Variants 15 15
- 16. Customer Experience Solutions. Delivered. 16 BANK 2.0 : Empower All Stakeholders Customers • Superior User Experience • Personal & Relevant • Anytime, Anyplace & Any Device Business IT • Optimize online results • Leverage existing infrastructure • Lower Cost per Contact • Easy integration • Control: less IT dependency • Secure & Performance
- 17. Customer Experience Solutions. Delivered. 17 17 Portal Manager : Empower Business Teams Portal Manager Bank 2.0 Portal (e-Business Professionals) (Your Customers) Backbase CX Platform Existing Banking Systems
- 18. Customer Experience Solutions. Delivered. 18 Portal Manager : Configurable by Business / Marketing 18
- 19. Customer Experience Solutions. Delivered. 19 Portal Manager : ICE (In Context Editing) 19
- 20. Customer Experience Solutions. Delivered. 20 Portal Manager : Preview (across devices) 20
- 21. Customer Experience Solutions. Delivered. 21 Bank 2.0 Solution
- 22. Customer Experience Solutions. Delivered. 22 Customer Oriented Functions & Operations √ Customer Customer-driven Experience Value Creation Layer LOOSELY COUPLED √ Operational Efficiency & Quality INTERNAL SYSTEMS AND PLATFORMS Back Office Functions & Processes
- 23. Customer Experience Solutions. Delivered. 23 Backbase: Bank 2.0 Portal Software BACKBASE BANK 2.0 PORTAL ✓ Superior User Experience Customer ✓ Multi-Device Access in Control ✓ Personal & Relevant CUSTOMER PORTAL ✓ Optimize Online Results PORTAL MANAGER Business ✓ Lower Cost-per-Contact in Control ✓ Reduce IT Dependency SECURITY PERSONALIZATION CONTENT PRESENTATION ✓ Leverage Existing Systems INTEGRATION SERVICES SERVICES SERVICES SERVICES SERVICES IT ✓ Easy Integration in Control ✓ Secure & Performance CORE BANKING SYSTEMS & PROCESSES
- 24. Customer Experience Solutions. Delivered. 24
- 25. Customer Experience Solutions. Delivered. 25 25
- 28. Customer Experience Solutions. Delivered. 28
- 29. Customer Experience Solutions. Delivered. 29 Customer Case : Al Rajhi Bank
- 30. Customer Experience Solutions. Delivered. 30
- 31. Customer Experience Solutions. Delivered. 31
- 32. Customer Experience Solutions. Delivered. 32 Thank You! New York - Amsterdam - Singapore - Moscow REQUEST@BACKBASE.COM
Editor's Notes
- CustomerNeed: Superior User Experience, Any DeviceDesire: Frictionless ExperienceGoal: Simplicity, easiness, faster time to completion, BusinessNeed: In Control, Less IT dependencyDesire: Faster time 2 marketGoal: More flexibility, Grow revenue, Lower cost per contactITNeed: Keeping up with Business demandDesire: Reuse existing systems, Easy Integration, More AgilityGoal: Reduce risk and Increase flexibility
- CustomerNeed: Superior User Experience, Any DeviceDesire: Frictionless ExperienceGoal: Simplicity, easiness, faster time to completion, BusinessNeed: In Control, Less IT dependencyDesire: Faster time 2 marketGoal: More flexibility, Grow revenue, Lower cost per contactITNeed: Keeping up with Business demandDesire: Reuse existing systems, Easy Integration, More AgilityGoal: Reduce risk and Increase flexibility