In this webinar we will take a look at the key trends that are set to shape tomorrow's bank. First off we'll be discussing some of the trends that were emerging towards the end of last year, such as omni-channel banking. Then we'll move on to how these trends are likely to develop, how IT and business teams can work together to meet them head on, and exactly what banks need to do to create the type of personal and relevant experiences that lead to greater ROIs.
15. Customer Experience Solutions. Delivered.
Bank 1.0 Architecture
Bank 2.0 Architecture
Transition to a Bank 2.0 Architecture
15
16. 16
Customer Experience Solutions. Delivered.
Customer
Experience
Platform
Outside In
LOOSELY
COUPLED
PRODUCTS
& IT SYSTEMS
From “Inside-Out” to “Outside-In”
Inside Out
17. 17
Customer Experience Solutions. Delivered.
Digital Channels
Front-Office Operations
Customer Experience Platform
PERSONALIZATION
1:1 Marketing
(targeting, segmentation)
FORMS
Widgets
COMMUNICATION
CONTENT
Chat, Mail, SMS
Banking Systems
Transactional
Origination,
Self-Service ...
Re-use across Channels
CRM Systems
CRM, Social, …
3rd Party Apps
PFM, Portfolio,
Widgets = Engagement Building Blocks
19. 19
Customer Experience Solutions. Delivered.
Call Center
Branch
Brick & Mortar
ATM
Omni-Channel
Customer
Experience
Kiosk
Digital
Tablets
Social
Website
Phones
Omni-Channel : Any Time, Any Place
25. 25
Customer Experience Solutions. Delivered.
Customers
✓ Right data, right time, right place
✓ Seamless Customer Journey
✓ Personal & Relevant
✓ A la Carte service facilities
✓
Configure what customers expect
✓
with limited IT support
✓ Online Channel Optimization:
✓ Agility / Business – IT Alignment
continuous improvement
✓
Cross & Up-sell Campaigns
Leverage existing IT infra
✓
Business
Innovation on a solid foundation
IT
Digital roadmap: Empower all stakeholders
26. 26
Customer Experience Solutions. Delivered.
Customer Oriented Functions
Customer
√
Experience
Innovation capability
Platform
& customer orientation
LOOSELY
COUPLED
PRODUCTS
& IT SYSTEMS
Back Office Functions
Enable Two Heartbeats
27. Customer Experience Solutions. Delivered.
CXP Manager
Launchpad
(Digital Professionals)
(Customers / Employees)
CXP Foundation
Existing Banking Systems
Backbase CXP: Empower all Stakeholders
27
29. 29
Customer Experience Solutions. Delivered.
Create
Approval
Page | Widget
GO LIVE !
Workflow
Publish
Development & QA
Deployment
GO LIVE !
Working in Parallel – Business & IT Track
47. Customer Experience Solutions. Delivered.
Digital channels enable banks to
implement 1:1 marketing principles on a
large scale at relative low cost.
CRM data: Leverage “next best offer”
instructions from analytical CRM infra.
Push online channel data back into CRM
data warehouse.
NEW
CRM
Data
Self
Personalization
NEW
Behavior
Tracking
NEW
NEW
Context
Aware
Social
Data
Self Personalization: enable customers
to set their personal preferences and
customize the portal to their needs.
Behavior Tracking: track individual user
behavior within digital channels (web,
tablet, mobile)
Contextual Delivery: leverage contextual
data (e.g. device type, geo location)
Social : re-use
Build Customer Profile : Leverage social graph data to make
multiple
dialog more personal
sources
Right Customer Profile
47
48. 48
Customer Experience Solutions. Delivered.
Social
Facebook
Google +
…
Preference
Behavior
Context
Social Data
Customize
Tracking
Awareness
Integration
CRM
Targeting Engine
Data
Targeting the right offer at the right time
It all starts from the top – from the customers. Customers are expecting the same experience from their phone, tablet, laptop, atm – you name it. There are multiple touch-points and the challenge for companies is how to orchestrate these touch-points into a journey for a customer. Now, in our multiple materials we have been talking about silos backend systems. Yet, more of our clients outline, that not only back-end, but also their own digital channels are silod. With rapid technological progress the silo effect will be rocketing – you will need various public sites to manage content in different channels. Backbase single UXP platform will orchestrate not only directly to the consumer, but also directly to the employee of your organization. This little diamond is where we connect to your existing systems. So we reuse all the silos, reuse all the previous investments, but also leverage the skillsets within your organization. The big benefit that you can have of having BB of a loosely coupled customer experience platform is flexibility, that is the main driver to have this application. By flexibility we mean that business will have a chance to focus on the end customer, the strategy and marketing and IT will have a chance to innovate and decide about all the systems and application management.