Innovation in the Digital Channel

Customer Experience Solutions. Delivered. 1

Customer Experience Solutions. Delivered. 2

Customer Interactions move to Digital

Customer Experience Solutions. Delivered. 3

Paradigm Shift : From “Inside-Out” to ‘Outside-in’

Inside-Out

Web / MobileEnable

INTERNALSYSTEMS

AND PLATFORMS

CUSTOMER

EXPERIENCE

LAYER

Outside-In

Customer Enable

Customer Experience Solutions. Delivered. 4

Bank 2.0 : Flexible Customer Experience Layer

Customer Oriented

Functions & Operations

Back Office

Functions & Processes

INTERNALSYSTEMS

AND PLATFORMS

CUSTOMER

EXPERIENCE

LAYER

LOOSELYCOUPLED

Efficiency & quality√

Innovation capability

& customer orientation√

Customer Experience Solutions. Delivered. 5

Challenge : Eliminate Silo’s

Customer Experience Solutions. Delivered. 6

Challenge: Create a Seamless Customer Experience

Customer Experience Solutions. Delivered. 7

Internet

Banking

Marketing

SiteCustomer Experience Platform

Any TimeAny Place

Personal& Relevant

IntegrateData

IntegrateProcess

IntegrateApplications

CustomerIn Control

IntegrateContent

SuperiorExperience

One Platform: Seamless Customer Journey

BUs Products Systems Processes Compliance

Customer Experience Solutions. Delivered. 8

Widgets (Mix & Match)

Re-Usable

Widgets CONTENT

Consistent Across Channels

FORMS

EnrollmentSelf-Service ...

PERSONALIZATION

1:1 Marketing(targeting, segmentation)

COMMUNICATION

Chat, Mail, SMS

INTERNET BANKING

Transactional

OTHER APPLICATIONS

CRM

3TH PARTY APPS

PFM

CUSTOMER ENGAGEMENT PORTAL

ONLINE MOBILE

CALL CENTER

BRANCH OFFICE

Customer Experience Solutions. Delivered. 9

Engagement Banking : Adding Value

Transaction

Centric

Measure

Rate

Share

Advice

Calculate

Track

Behavior

Targeting

Conversion

Budget

Plan

Self-

ServiceUser

Experience

Layer

Engagement

IngredientsRelevant

Content

Customer Experience Solutions. Delivered. 11

Challenge : Compliance & Fast time to Market

Customer Experience Solutions. Delivered. 12

Challenge : Making it Personal & Relevant

Customer Experience Solutions. Delivered. 13

Targeting : Segmentation & 1:1 Marketing

TargetingRules

ContentServices

IntegrationServices

RenderingServices

Existing

CRM

Customer

Profile Data

TRACKINGBEHAVIOR

CUSTOMERPREFERENCES

ImplicitProfiling

ExplicitProfiling

13

Social

API

Customer Experience Solutions. Delivered. 14

1414Targeting : Sales Campaigns

Customer Experience Solutions. Delivered. 15

1515Targeting: Rules, Segments and Variants

Customer Experience Solutions. Delivered. 16

• 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

Customers

Business IT

BANK 2.0 : Empower All Stakeholders

Customer Experience Solutions. Delivered. 17

Backbase CX Platform

Existing Banking Systems

Portal Manager : Empower Business Teams

Bank 2.0 Portal (Your Customers)

17

ITin Control

Customerin Control

Portal Manager(e-Business Professionals)

Businessin Control

Customer Experience Solutions. Delivered. 18

18Portal Manager : Configurable by Business / Marketing

Customer Experience Solutions. Delivered. 19

19Portal Manager : ICE (In Context Editing)

Customer Experience Solutions. Delivered. 20

20Portal Manager : Preview (across devices)

Customer Experience Solutions. Delivered. 21

Bank 2.0

Solution

Customer Experience Solutions. Delivered. 22

Customer Oriented

Functions & Operations

Back Office

Functions & Processes

INTERNALSYSTEMS

AND PLATFORMS

Customer

Experience

Layer

LOOSELYCOUPLED

Operational

Efficiency & Quality√

Customer-driven

Value Creation√

Customer Experience Solutions. Delivered. 23

CORE BANKING SYSTEMS & PROCESSES

SECURITYSERVICES

INTEGRATIONSERVICES

PERSONALIZATIONSERVICES

CONTENTSERVICES

PRESENTATIONSERVICES

Customerin Control

Businessin Control

ITin 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

Customer Experience Solutions. Delivered. 24

Customer Experience Solutions. Delivered. 2525

Customer Experience Solutions. Delivered. 28

Customer Experience Solutions. Delivered. 29

Customer Case : Al Rajhi Bank

Customer Experience Solutions. Delivered. 30

Customer Experience Solutions. Delivered. 31

Customer Experience Solutions. Delivered. 32

Thank You!New York - Amsterdam - Singapore - Moscow

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