Customer Experience Solutions. Delivered. 1 BANK 2.0 Making Banks Successful in the Era of Engagement Banking.

Customer Experience Solutions. Delivered. 2

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4 Forrester: Next Gen Digital Financial Services 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.

Customer Experience Solutions. Delivered. 5 Paradigm Shift: From Inside-Out to Outside-in INTERNAL SYSTEMS AND PLATFORMS Inside-Out CUSTOMER EXPERIENCE LAYER Outside-In Customer Enable Web / Mobile Enable Customer in Control Ease of Use Simplicity

Customer Experience Solutions. Delivered. 6 Paradigm Shift: Different Heartbeats CHANGE Frequency INTERNAL SYSTEMS AND PLATFORMS CUSTOMER EXPERIENCE LAYER LOOSELY COUPLED

Customer Experience Solutions. Delivered. 7 Bank 2.0 Customer Success

Customer Experience Solutions. Delivered. 8 Backbase: Global Customer Success

Customer Experience Solutions. Delivered. 9 ABN AMRO

Absa Barclays

Customer Experience Solutions. Delivered. 11 TCS Bank

Customer Experience Solutions. Delivered. 12 How to do it successfully? Empower All Stakeholders

Customer Experience Solutions. Delivered. 13 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 BusinessIT Teams Bank 2.0: Empower All Stakeholders

Customer Experience Solutions. Delivered. 14 Backbase Portal Platform Existing Core Banking & Other Back-end Systems Bank 2.0: Empower all Stakeholders Backbase Bank 2.0 Launchpad (Your Customers) IT in Control Backbase Portal Manager (Digital & Marketing Professionals) Business in Control Customer in Control

Customer Experience Solutions. Delivered. 15

Customer Experience Solutions. Delivered. 16 How to do it successfully? Bank 2.0 Challenges

Customer Experience Solutions. Delivered. 17 Challenge : Eliminate Silos

Customer Experience Solutions. Delivered. 18 BUs Unify Content & Applications into Seamless Journey Products Systems Processes Compliance Backbase Portal Contextual Smart Seamless Journey CRM Integration Security & Compliance Process Integration Personal & Relevant Application Integration Customer In Control

Customer Experience Solutions. Delivered. 19 Widgets (Mix & Match) Re-Usable Widgets CONTENT Consistent Across Channels FORMS Enrollment Self-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. 20 Challenge: The Dialog moves to Tablets & Smartphones

Customer Experience Solutions. Delivered. 22 Backbase BANK 2.0 Portal Mobile Optimized Widgets + (1) Direct To Browser (2) Native App Wrapper NATIVE WRAPPER Hybrid Model : Mobile Web + Native Wrapper ++

Customer Experience Solutions. Delivered. 23 Mobile Wrapping: Integrate with Native OS features With App store With Local Cache With Geo Location With Vibration With Camera With Sound Native App Wrapper Benefits Hybrid approach : Access to local OS and ability to publish in App Stores or Marketplaces.

Customer Experience Solutions. Delivered. 24 Challenge: Getting To Value / Fast Time To Market

Customer Experience Solutions. Delivered. 25 Portal Platform Existing Core Banking & Other Back-end Systems Backbase Portal Manager: Business in Control Retail Banking Launchpad (Your Customers) IT in Control Portal Manager (Digital / Marketing Professionals) Business in Control Customer in Control

Customer Experience Solutions. Delivered. 26 Portal Manager: Power to your Digital and Marketing Teams

Customer Experience Solutions. Delivered. 27 Portal Manager: ICE (In Context Editing)

Customer Experience Solutions. Delivered. 28 Portal Manager: Mobile Editing

Customer Experience Solutions. Delivered. 29 Compliance: Approval Workflow

Customer Experience Solutions. Delivered. 30 Compliance: Logging, Audit Trail, Archiving

Customer Experience Solutions. Delivered. 31 Challenge: Efficient online Marketing & Sales

Customer Experience Solutions. Delivered. 32 Targeting: Sales Campaigns

Customer Experience Solutions. Delivered. 33 Targeting : Segmentation & 1:1 Marketing Targeting Rules Content Services Integration Services Rendering Services Existing CRM Customer Profile Data TRACKING BEHAVIOR CUSTOMER PREFERENCES Implicit Profiling Explicit Profiling Social Google …

Customer Experience Solutions. Delivered. 34 Targeting: Rules, Segments and Variants

Customer Experience Solutions. Delivered. 35 Backbase Wrap-up

Customer Experience Solutions. Delivered. 36 Backbase Portal: One Integrated Bank 2.0 Solution Backbase Portal BANK 2.0 Security CMSApp Center Launchpad Enterprise Application Integration Digital Marketing Superior User Experience

Customer Experience Solutions. Delivered. 37 Thank You! Jelmer de Jong AMSTERDAM - NEW YORK - LONDON - MOSCOW - SINGAPORE