Customer Experience Solutions. Delivered.

BANK 2.0
Blueprint

Customer Experience Layer

LOOSELY COUPLED

Outside In

PRODUCTS & IT SYSTEMS

Inside Out

BANK 2.0 : From Inside-Out to Outside-In

2

Customer Oriented Functions

Customer

Innovation capability & customer orientation

LOOSELY COUPLED

Experience Layer

PRODUCTS & IT SYSTEMS Back Office Functions

BACKBASE : Customer Experience Layer

3

Customer Experience Solutions. Delivered.

Seamless Customer Experience Customer Journey

IFA Banks Building Societies Brokers,

Direct 2 Consumer

Distribution Channels

Superior Experience Public Marketing Sites Application Integration

Customer Experience Portal

CRM Integration Process Integration

Personal & Relevant Closed Customer Environment

Fast & Frictionless Mobile Tablets Apps

Any Time Any Place Internal Apps & Content Security & Compliance

Apps

Content

CRM

Processes

Compliance

Customer Experience Solutions. Delivered.

Widgets Engagement Building Blocks

Digital Channels

Front-Office Operations

Customer Engagement Portal

PERSONALIZATION 1:1 Marketing (targeting, segmentation) COMMUNICATION Chat, Mail, SMS

FORMS

Re-Usable Widgets

Origination, Self-Service ... CONTENT Re-use across Channels

Banking Systems Transactional

CRM Systems
CRM, Social,

3TH Party Apps PFM, Portfolio,

Customer Experience Solutions. Delivered.

6 6

Widgets - From Transaction to Engagement Banking

Chat, Video Alert My Bank Dashboard Bank 2.0

Engagement

Widgets

Ingredients

Origination / Self-Service

Transaction Banking

Valuable Content

Advisory

Targeted Offers Actionable Insights

Engagement Banking

Tools

Customer Experience Solutions. Delivered.

Widgets Responsive Design : Any Device

Customer Experience Solutions. Delivered.

Widgets Targeting to the Right Person / Right Time

Preference Customize

Behavior
Tracking

Context Awareness

Social Data

Integration

Targeting Engine
CRM Data
Social Facebook Google +

Customer Experience Solutions. Delivered.

Widgets Distributed / Networked / Social World

Bank 2.0 Portals Social Networks Affiliates

End-Users Bank 2.0 Operation

Bank 2.0 Portal / Widgets

Web Analytics Operational CRM Analytical CRM

Core Banking Systems 3rd Party Systems Analytical & Operational CRM

Customer Experience Solutions. Delivered.

10

Demo

Customer Experience Solutions. Delivered.

11

Social Connected Customize / Preferences

Any Device : Mobile

Customer

Context

Content Life Cycle Brand Experience Personalization Sales Campaigns

Security Permissions Application Integration

Business

IT

Re-Use Existing Assets

Customer Experience Solutions. Delivered.

12

Q&A