Backbase Webinar: Everyday banking

Webinar: The Everyday Bank

15 March 2017

The Everyday Bank

1. Pursue an Omni-Channel Delivery Model

2. Start with the Customer Experience

3. Leverage PSD2 / Account Aggregation

4. Real-time Targeting and AI driven Journeys

Pursue Omni-Channel Delivery Model


Customers Expect: Any Device

4


Omni-Channel Customer Journey


6

From Channel Islands to Omni-Channel

8

MobileInternetPhone /

Call CenterOffice / Branch

InternalApplications

Call CenterApplications

InternetApplications

MobileApplications

data

datadata

data replication

data data data

Omni-Channel CXP

Widget Widget Widget Widget Widget

Web SDK | Mobile SDK

Customer Experience Services

Omni-Channel Services

LegacyApps

LegacyApps

Channel Islands Omni-Channel

data data

LegacyApps



Service Design - Cross Channel Journeys

Start with the Customer Experience

Customers Expect : Instant Services


11

Customer Behavior Shift : Instant & Seamless

12

The Journey Start Here… Any Time – Any Place

TechnologySystems

Processes

Mind Devices Applications Companies



Approach : Design for Moments of Truth

13

Identifythe mobile moments and context

Designthe mobile engagement

Engineeryour platforms,processes, and

people for mobile

Analyzeresults to monitorperformance and

optimize outcomes

Start smallwith a platform

to extend

Demo


New Business Technology Strategy

14

StartsInside out.

StartsOutside-in.

Classic Approach

Chan

nels

Legacy Apps

Network

UX

Data

Omni-Channel

Legacy Apps

Network

Customer First

Chan

nels

Chan

nels

15

Paradigm Shift = Outside-in Approach

Customer Oriented Functions

Back Office Functions

Existing Systems

(Silos)

Digital BankingPlatform


Leverage PSD2 and Account Aggregation

Customers Expect : One-Stop-Shop


17

Customer wants all Finances in one Place

18

Labor intensive task of getting complete overview of financial status across banks.

Before PSD2


What is PSD2?

Approach : Seamless Account Aggregation

19

‘Account Information Service Providers’ (AISPs) can offer direct insight in all products and transactions across banks.

After PSD2 adoption

Banking API Economy

Opportunity: Build Connected Experiences

Deposits LoansInvestments PaymentsThird-party

services Other Banks 20

Next GenerationConsumer ExperiencesPFM, card linked offers

Work with FinTech VendorsP2P lending, Wallets, New

Apps, IoT, etc.

Access control, and risk management

Reduce risk through access control, metering of

enterprise assets

Outside-in BankingCross Banking Aggregation, Multiple contextual financial

apps Alternative models inWealth management

Robo-advisors for affluent segments

API

Banking API Economy

Opportunity: Complete Customer View

21

Customer Controlled

Account Aggregation&

Customer Data Hub

Banks Customer FirstExperience

data

data

data

data

data

data

Banking API Economy

Opportunity: Cross- & Up Sell

Banks

data

data

data

Account Aggregation

Cross & Up-Sell

About BACKBASE

The Backbase Vision

Mission: We empower Financials to accelerate their Digital Transformation

24

The Backbase Vision

Raising the Bar – Superior Experience

25

Empowering the Self-Directed Customer

BACKBASE = Omni-Channel Banking

26

ExperienceOrchestration

Existing Systems

Omni-Channel Banking

Integration

Customer First Invest in Superior Customer Experience

Lean CXP Services

Integration

Customers RM / PM

The Backbase Vision

BACKBASE: Omni-Channel Banking

ExistingSystems

PSD2 enabled banks

Customer Experience & Digital Banking Services

OLB Mobile

Seamless Omni-Channel JourneysRetail BankingBusiness BankingWealth Management

The Backbase Vision

Digital Banking API Layer – INTEGRATE & EXPOSE

FinTech Providers

Open APIs

The Backbase Vision

BACKBASE: Build Connected Experiences

Open API Layer

Omni-ChannelDigital Banking

Experience

Core Banking

PSD2 Enabled Banks

[email protected]

THANK YOU!