Jouk Pleiter, CEO & Co-Founder of Backbase presenting Bank 2.0 & Engagement Banking.

1. Customer Experience Solutions. Delivered. 1
BANK 2.0
Get ready for the Era of
Customer Engagement

2. Customer Experience Solutions. Delivered. 2
Our latest white paper on Engagement
Banking is available for download at:
banking.backbase.com/adv/futureofbankin
g-whitepaper.php

4. Customer Experience Solutions. Delivered. 4
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.

5. Customer Experience Solutions. Delivered. 5
5
Paradigm Shift : From “Inside-out” to “Outside-in”
Outside-In
approach
Customer
Customer
Experience
Experience
Layer Layer
Core Systems
& Products INSIDE-OUT
approach

6. Customer Experience Solutions. Delivered. 6
Loosely Coupled : Customer Experience Layer
CHANGE REQUIREMENTS
Customer
Experience
Layer
CHANGE CAPABILITY
INTERNAL
SYSTEMS
AND PLATFORMS

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Trends
Customers Expectations for Bank 2.0

8. 8
Eliminate Silo’s
Creating a seamless Customer Journey 1
Superior My Bank Any Device Targeting
Experience Customization Any Place Cross / Up Selling
Marketing Internet Mobile Mobile
Customer Experience Layer …
Site Banking App App
Security Application Process Content
Integration Integration Integration Integration
Core Banking Systems & Processes

9. 9
Merging “Open” and “Closed”
Creating a seamless Customer Journey 2
Public
Marketing
Content
Personal Comm. My Accounts
My Profile
Content Tools Products Summary
Preferences
Transactions

10. 10
Modular & Flexible (Widgets)
Mix & Match the right content, data and functionality 3
Personalization / My Bank Advisory Tools
1:1 customer treatment
Simulation, Calculators, …
(targeting, segmentation)
Re-Usable
Communication Content
Widgets
Mail / SMS / Chat / Video Consistent across Channels
Internet Banking Other Back-end Functions 3rd Party Functions
Transactional CRM, Brokerage, … PFM, …

11. 11
Multi-Device Access
Any Time – Any Place – Any Device 4
TV Mobile PC / Mac
Customer Experience Layer

12. 12
Cross-Channel Customer Journey
CX Layer across multiple customer interaction channels 5
ONLINE BRANCH CALL
Transaction Advisory Communication Personalized Engagement
Systems Tools Tools Content Apps

13. Customer Experience Solutions. Delivered. 13
Bank 2.0 Portal
Demo | Examples

14. Bank 2.0 Portal in Action
Optimize your online Customer Experience
Portal Manager Bank 2.0 Portal
(e-Business Professionals) (Customers)
Customers in
Control
Bank 2.0 Portal

15. DIY Portal Management
Empower e-business teams to manage and optimize your Portal
Portal Manager Bank 2.0 Portal
(e-Business Professionals) (Customers)
Customers in
Control
Bank 2.0 Portal

16. Customer Experience Solutions. Delivered. 16
✓ Superior User Experience
Customer
✓ Multi-Device Access
in Control
✓ Personal & Relevant
BANK 2.0 CUSTOMER PORTAL
✓ Optimize Online Results
E-BUSINESS PORTAL MANAGER Business ✓ Lower Cost-per-Contact
in Control ✓ Reduce IT Dependency
SECURITY PERSONALIZATION CONTENT PRESENTATION
INTEGRATION
SERVICES
SERVICES SERVICES SERVICES SERVICES
✓ Leverage Existing Systems
IT
✓ Easy Integration
in Control
✓ Secure & Performance
CORE BANKING SYSTEMS & PROCESSES
Different layers for different levels of control
Bringing control and ease to customer, e-business and IT teams.
Backbase introduction | July 24, 2011

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About Backbase
Bank 2.0 Portal solutions delivered…

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BANK 2.0 Portal Specialist
Backbase is global Bank 2.0 Portal leader
We help banks to move their online channel o the next level…

19. Customer Centric
Our Vision = “outside-in” : Customer Experience Layer
Customer Experience Management is our DNA

20. Customer Experience Solutions. Delivered. 20
Business Centric
Business Agility : DIY Presentation Orchestration (portal manager)
Business Results : Drive Revenue & Loyalty

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21
Backbase : Global Customer Success

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22
Backbase : Global Partner Network

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Thank you!
WWW.BACKBASE.COM
REQUEST@BACKBASE.COM
NEW YORK : +1 646 205 3648
AMSTERDAM: +31 (0)20 465 8888