Customer Experience Solutions. Delivered. Peter Chapman Principal FinTech Strategist and “Resident Banker” @ Backbase Regain Control of Your Digital Strategy “.”1
Jul 15, 2015
Customer Experience Solutions. Delivered.
Peter ChapmanPrincipal FinTech
Strategist and “Resident Banker” @ Backbase
Regain Control of Your Digital
Strategy
“.”1
Customer Experience Solutions. Delivered. Converging Forces
The Perfect Storm
Competition
Regulatory Pressure
Consumer Preferences
2
Forrester: Next Gen Digital Financial Services
6
Rising customer expectations and the growing importance of the Web and mobile as sales and service channels mean that financial services e-Business executives need to fundamentally improve the way they serve customers via digital channels.
Experience with Bank Core Ability to Introduce new APIs
PFM, RDC, Bill Pay, etc…
Customer Experience Platform
11
Technology Platform
The Entire Omni-Channel Customer Journey
Origination Online Tablet
1:1 Marketing(targeting, segmentation)
Personalization
Full Next Gen
Feature Set
Banking Core Open Architecture 3th Party Integrations
SaaS
Hosting Model
UX Control, Business Parameters, Intuitive
Admin Capabilities
Marketing Mobile
Internal Apps & Content
Mobile Tablets Apps
Direct 2 Consumer
Closed Customer
Environment
Public Marketing
Sites
CXP
Customer Experience Platform
Fast & Frictionless
CRM Integration
Security & Compliance
Process Integration
Personal & Relevant
Application Integration
Superior Experience
Any Time Any Place
Distribution Channels
Apps Content CRM Processes Compliance
Branch
ATM
Call Center
Kiosk
Website
Social Tablets
Phones
Omni-Channel Approach : Customer Centric
Omni-Channel = Customer Centric
Omni-Channel Customer
Interactions
Integration & Aggregation
Context & Presence
Presentation & Cross Device
Roles & Permissions
Alert & Notify
Content Management
Personalization & Targeting
Preferences & Behavior
Customer Experience Platform
Customer Oriented Functions
Back Office Functions
Customer Experience
Layer
Loosely Coupled
Integration
ü Customer Journey ü Digital Commerce
PRODUCTS & IT SYSTEMS
Outside-In Approach : Customer Centric