Digital Banking Trends in 2014

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In this webinar we will take a look at the key trends that are set to shape tomorrow's bank. First off we'll be discussing some of the trends that were emerging towards the end of last year, such as omni-channel banking. Then we'll move on to how these trends are likely to develop, how IT and business teams can work together to meet them head on, and exactly what banks need to do to create the type of personal and relevant experiences that lead to greater ROIs.

Transcript of Digital Banking Trends in 2014

  • Customer Experience Solutions. Delivered. Webinar : Digital Banking Trends in 2014 1
  • Customer Experience Solutions. Delivered. 1. Omni-Channel 2. CMO / CIO Collaboration 3. Relevance 4. Experiments Digital Banking Trends in 2014 2
  • Customer Experience Solutions. Delivered. Omni-Channel 3
  • Customer Experience Solutions. Delivered. Evolution of Channels 4
  • Customer Experience Solutions. Delivered. Mobile Banking Super Fast Adoption 5
  • Customer Experience Solutions. Delivered. Mobile : Unique Capabilities of Mobile 6
  • Customer Experience Solutions. Delivered. Different Behavior / Preferences per Channel 12
  • Customer Experience Solutions. Delivered. Service Design : Customer Journey 13
  • Customer Experience Solutions. Delivered. Traditional Approach is Siloed 14
  • Customer Experience Solutions. Delivered. Bank 1.0 Architecture Bank 2.0 Architecture Transition to a Bank 2.0 Architecture 15
  • 16 Customer Experience Solutions. Delivered. Customer Experience Platform Outside In LOOSELY COUPLED PRODUCTS & IT SYSTEMS From Inside-Out to Outside-In Inside Out
  • 17 Customer Experience Solutions. Delivered. Digital Channels Front-Office Operations Customer Experience Platform PERSONALIZATION 1:1 Marketing (targeting, segmentation) FORMS Widgets COMMUNICATION CONTENT Chat, Mail, SMS Banking Systems Transactional Origination, Self-Service ... Re-use across Channels CRM Systems CRM, Social, 3rd Party Apps PFM, Portfolio, Widgets = Engagement Building Blocks
  • 18 Customer Experience Solutions. Delivered. Customer Experience Platform Widgets Widgets Widgets = Engagement Building Blocks
  • 19 Customer Experience Solutions. Delivered. Call Center Branch Brick & Mortar ATM Omni-Channel Customer Experience Kiosk Digital Tablets Social Website Phones Omni-Channel : Any Time, Any Place
  • 20 Customer Experience Solutions. Delivered. Context & Presence Presentation / Cross Device Preferences / Behavior Integration & Aggregation Alert & Notify Security / Identify Personalization Content Customer Experience Enablers
  • Customer Experience Solutions. Delivered. Backbase CXP : Omni-Channel Architecture 21
  • Customer Experience Solutions. Delivered. ABN AMRO Enterprise Portal Framework : employee & customer facing Largest Implementation : 6 Mio active Internet Banking users Multi channel & device delivery : internet, mobile, branch, call Stack : Backbase + Tibco | Implementation : Cap Gemini + TCS 22
  • 23 Customer Experience Solutions. Delivered. Deutsche Bank Multi-channel Implementation : internet, mobile, branch, call 23 Cascading multi-site portal deployment: 6 Countries, 8 Languages Enterprise standard across Europe | Implementation : GFT & HCL
  • Customer Experience Solutions. Delivered. CMO CIO Collaboration 24
  • 25 Customer Experience Solutions. Delivered. Customers Right data, right time, right place Seamless Customer Journey Personal & Relevant A la Carte service facilities Configure what customers expect with limited IT support Online Channel Optimization: Agility / Business IT Alignment continuous improvement Cross & Up-sell Campaigns Leverage existing IT infra Business Innovation on a solid foundation IT Digital roadmap: Empower all stakeholders
  • 26 Customer Experience Solutions. Delivered. Customer Oriented Functions Customer Experience Innovation capability Platform & customer orientation LOOSELY COUPLED PRODUCTS & IT SYSTEMS Back Office Functions Enable Two Heartbeats
  • Customer Experience Solutions. Delivered. CXP Manager Launchpad (Digital Professionals) (Customers / Employees) CXP Foundation Existing Banking Systems Backbase CXP: Empower all Stakeholders 27
  • Customer Experience Solutions. Delivered. Page Designer My Dashboard (in-context page editing) (preferences, widget catalog) Content Management Retail Banking Widgets (Re-usable Content, UGC) (Payments, Loans, Credit, ) Targeting Wealth Widgets (Sales, Campaigns, A/B Test, Analytics) (Portfolio, Research, Trading, ) Commercial Widgets Forms (Payments, Treasury, FX, ) (Self-Service, Origination) Universal Widgets App Center (Alerts, Social, Content, .) (Widgets, Apps, Templates) Cross Device Presentation Security Services Content Services (desktop, tablets, smartphone) (IDM integration, role-based access) (CMIS, Search, UGC) Contextual / Personal Integration Services Publishing & Deployment (customization, profile, targeting) (mash-up engine, EAI patterns) (publish orchestration, hot deploy) Backbase CXP: Empower all Stakeholders 28
  • 29 Customer Experience Solutions. Delivered. Create Approval Page | Widget GO LIVE ! Workflow Publish Development & QA Deployment GO LIVE ! Working in Parallel Business & IT Track
  • Customer Experience Solutions. Delivered. Relevance 30
  • Customer Experience Solutions. Delivered. Financial Fitness 31
  • Customer Experience Solutions. Delivered. Intelligent Cross & Upsell 32
  • Customer Experience Solutions. Delivered. From Amazon to the Bank 33
  • Customer Experience Solutions. Delivered. Step 1: Explore 34
  • Customer Experience Solutions. Delivered. Step 2: Buy 35
  • Customer Experience Solutions. Delivered. Step 3: Track 36
  • Customer Experience Solutions. Delivered. Step 1: Explore 37
  • Customer Experience Solutions. Delivered. Step 2: Buy (customer enrolment) 38
  • Customer Experience Solutions. Delivered. Step 3: Track 39
  • Customer Experience Solutions. Delivered. Targeted Mobile Commerce 40
  • Customer Experience Solutions. Delivered. Targeted Mobile Commerce 41
  • Customer Experience Solutions. Delivered. Targeted Mobile Commerce 42
  • Customer Experience Solutions. Delivered. Targeted Mobile Commerce 43
  • Customer Experience Solutions. Delivered. Beacons 44
  • Customer Experience Solutions. Delivered. Beacons Context Aware 45
  • Customer Experience Solutions. Delivered. Beacons Context Aware 46
  • Customer Experience Solutions. Delivered. Digital channels enable banks to implement 1:1 marketing principles on a large scale at relative low cost. CRM data: Leverage next best offer instructions from analytical CRM infra. Push online channel data back into CRM data warehouse. NEW CRM Data Self Personalization NEW Behavior Tracking NEW NEW Context Aware Social Data Self Personalization: enable customers to set their personal preferences and customize the portal to their needs. Behavior Tracking: track individual user behavior within digital channels (web, tablet, mobile) Contextual Delivery: leverage contextual data (e.g. device type, geo location) Social : re-use Build Customer Profile : Leverage social graph data to make multiple dialog more personal sources Right Customer Profile 47
  • 48 Customer Experience Solutions. Delivered. Social Facebook Google + Preference Behavior Context Social Data Customize Tracking Awareness Integration CRM Targeting Engine Data Targeting the right offer at the right time