Customer Experience Solutions. Delivered.
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