Download - Digital Banking Trends in 2014

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Page 1: Digital Banking Trends in 2014

Customer Experience Solutions. Delivered. 1

Webinar : Digital Banking Trends in 2014

Page 2: Digital Banking Trends in 2014

Customer Experience Solutions. Delivered. 2

Digital Banking Trends in 2014

1.Omni-Channel2.CMO / CIO Collaboration3.Relevance4.Experiments

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Omni-Channel

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Evolution of Channels

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Mobile Banking – Super Fast Adoption

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Mobile : Unique Capabilities of Mobile

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Different Behavior / Preferences per Channel

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Service Design : Customer Journey

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Traditional Approach is Silo’ed

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Bank 1.0 Architecture Bank 2.0 Architecture

Transition to a Bank 2.0 Architecture

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From “Inside-Out” to “Outside-In”

Inside OutPRODUCTS& IT SYSTEMS

Outside In

CustomerExperience

Platform

LOOSELYCOUPLED

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Widgets = Engagement Building Blocks

WidgetsCONTENT

Re-use across Channels

FORMS

Origination, Self-Service ...

PERSONALIZATION

1:1 Marketing(targeting, segmentation)

COMMUNICATION

Chat, Mail, SMS

Banking Systems

Transactional

CRM Systems

CRM, Social, …

3rd Party Apps

PFM, Portfolio,

Customer Experience PlatformDigital Channels Front-Office Operations

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Widgets = Engagement Building Blocks

Customer Experience Platform

WidgetsWidgets

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Branch

ATM

Call Center

Kiosk

Website

SocialTablets

Phones

Brick & Mortar

Digital

Omni-ChannelCustomer

Experience

Omni-Channel : Any Time, Any Place

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Integration &Aggregation

Context & Presence

Presentation / Cross Device

Security / Identify

Alert & Notify

Content

Personalization

Preferences / Behavior

Customer Experience Enablers

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Backbase CXP : Omni-Channel Architecture

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ABN AMRO

Enterprise Portal Framework : employee & customer facing Largest Implementation : 6 Mio active Internet Banking usersMulti channel & device delivery : internet, mobile, branch, call Stack : Backbase + Tibco | Implementation : Cap Gemini + TCS

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23Deutsche Bank

Multi-channel Implementation : internet, mobile, branch, callCascading multi-site portal deployment: 6 Countries, 8 Languages Enterprise standard across Europe | Implementation : GFT & HCL

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CMO – CIO Collaboration

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Customer Experience Solutions. Delivered. 25Customers

✓ 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: continuous improvement

✓ Cross & Up-sell Campaigns Business IT

✓ Leverage existing IT infra

✓ Agility / Business – IT Alignment

✓ Innovation on a solid foundation

Digital roadmap: Empower all stakeholders

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Customer Oriented Functions

Back Office Functions

CustomerExperience

Platform

LOOSELYCOUPLED

Innovation capability& customer orientation√

PRODUCTS& IT SYSTEMS

Enable Two Heartbeats

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Existing Banking Systems

CXP Foundation

CXP Manager(Digital Professionals)

Launchpad (Customers / Employees)

ITin Control

Userin Control

Businessin Control

Backbase CXP: Empower all Stakeholders

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Cross Device Presentation(desktop, tablets, smartphone)

Contextual / Personal(customization, profile, targeting)

Page Designer(in-context page editing)

Content Management(Re-usable Content, UGC)

Targeting(Sales, Campaigns, A/B Test, Analytics)

Forms(Self-Service, Origination)

App Center(Widgets, Apps, Templates)

My Dashboard(preferences, widget catalog)

Retail Banking Widgets(Payments, Loans, Credit, …)

Wealth Widgets(Portfolio, Research, Trading, …)

Commercial Widgets(Payments, Treasury, FX, …)

Universal Widgets(Alerts, Social, Content, ….)

Security Services(IDM integration, role-based access)

Integration Services(mash-up engine, EAI patterns)

Content Services(CMIS, Search, UGC)

Publishing & Deployment(publish orchestration, hot deploy)

Backbase CXP: Empower all Stakeholders

Businessin Control Customerin Control

ITin Control

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Working in Parallel – Business & IT Track

CreatePage | Widget

ApprovalWorkflow

Publish

Development & QA

Deployment

GO LIVE !

GO LIVE !IT

in Control

PortalManager

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Relevance

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Financial Fitness

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Intelligent Cross & Upsell

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From Amazon to the Bank

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Step 1: Explore

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Step 2: Buy

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Step 3: Track

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Step 1: Explore

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Step 2: Buy (customer enrolment)

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Step 3: Track

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Targeted Mobile Commerce

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Targeted Mobile Commerce

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Targeted Mobile Commerce

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Targeted Mobile Commerce

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Beacons

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Beacons – Context Aware

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Beacons – Context Aware

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Build Customer Profile : Leverage multiple sources

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.

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 social graph data to make dialog more personal

CRMData

SelfPersonalization

BehaviorTracking

ContextAware

SocialData

NEW NEW NEWNEW

Right Customer Profile

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SocialFacebookGoogle +

Targeting Engine

PreferenceCustomize

Behavior Tracking

Context Awareness

Social Data

Integration

CRMData

Customerin Control

Targeting the right offer at the right time

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Experiments

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To drive continuous innovation, act like a startup

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Widgets = Run Little Experiments

WidgetsCONTENT

Re-use across Channels

FORMS

Origination, Self-Service ...

PERSONALIZATION

1:1 Marketing(targeting, segmentation)

COMMUNICATION

Chat, Mail, SMS

Banking Systems

Transactional

CRM Systems

CRM, Social, …

3rd Party Apps

PFM, Portfolio,

Customer Experience PlatformDigital Channels Front-Office Operations

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Widgets = Engagement LEGO

Core Systems

ActionableInsights

ValuableContent

Origination /Self-Service

My Dashboard

AdvisoryTools

TargetedOffers

Mini Apps

CustomerExperiencePlatform

Chat, VideoAlert

ExperienceIngredients

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Build faster

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Build faster

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Target faster

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Measure Faster

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Learn Faster

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To drive continuous innovation, act like a startup

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image courtesy: http://www.flickr.com/photos/beeteeoh/3298373727/

Thank You!