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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

Digit...
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 Silo’ed

14
Customer Experience Solutions. Delivered.

Bank 1.0 Architecture

Bank 2.0 Architecture

Transition to a Bank 2.0 Architec...
16

Customer Experience Solutions. Delivered.

Customer

Experience
Platform

Outside In

LOOSELY
COUPLED

PRODUCTS
& IT S...
17

Customer Experience Solutions. Delivered.

Digital Channels

Front-Office Operations

Customer Experience Platform

PE...
18

Customer Experience Solutions. Delivered.

Customer Experience Platform
Widgets

Widgets

Widgets = Engagement Buildin...
19

Customer Experience Solutions. Delivered.

Call Center

Branch

Brick & Mortar
ATM

Omni-Channel
Customer
Experience

...
20

Customer Experience Solutions. Delivered.

Context & Presence
Presentation / Cross Device

Preferences / Behavior

Int...
Customer Experience Solutions. Delivered.

Backbase CXP : Omni-Channel
Architecture

21
Customer Experience Solutions. Delivered.

ABN
AMRO

Enterprise Portal Framework : employee & customer facing
Largest Impl...
23

Customer Experience Solutions. Delivered.

Deutsche
Bank

Multi-channel Implementation : internet, mobile, branch, cal...
Customer Experience Solutions. Delivered.

CMO – CIO
Collaboration

24
25

Customer Experience Solutions. Delivered.
Customers

✓ Right data, right time, right place
✓ Seamless Customer Journey...
26

Customer Experience Solutions. Delivered.

Customer Oriented Functions
Customer

√

Experience
Innovation capability

...
Customer Experience Solutions. Delivered.

CXP Manager

Launchpad

(Digital Professionals)

(Customers / Employees)

CXP F...
Customer Experience Solutions. Delivered.

Page Designer

My Dashboard

(in-context page editing)

(preferences, widget ca...
29

Customer Experience Solutions. Delivered.

Create

Approval

Page | Widget

GO LIVE !

Workflow

Publish

Development ...
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 ...
48

Customer Experience Solutions. Delivered.

Social
Facebook
Google +
…

Preference

Behavior

Context

Social Data

Cus...
Customer Experience Solutions. Delivered.

Experiments

49
Customer Experience Solutions. Delivered.

50
Customer Experience Solutions. Delivered.

51

To drive continuous innovation, act like a startup
52

Customer Experience Solutions. Delivered.

Digital Channels

Front-Office Operations

Customer Experience Platform

PE...
53

Customer Experience Solutions. Delivered.

Chat, Video
Alert
My

Mini

Dashboard

Apps

Origination /

Core
Systems

C...
54

Customer Experience Solutions. Delivered.

54

Build faster
55

Customer Experience Solutions. Delivered.

55

Build faster
56

Customer Experience Solutions. Delivered.

56

Target faster
57

Customer Experience Solutions. Delivered.

57

Measure Faster
Customer Experience Solutions. Delivered.

Learn Faster

58
Customer Experience Solutions. Delivered.

59

To drive continuous innovation, act like a startup
Customer Experience Solutions. Delivered.

60

Thank You!
image courtesy: http://www.flickr.com/photos/beeteeoh/3298373727...
Digital Banking Trends in 2014
Digital Banking Trends in 2014
Digital Banking Trends in 2014
Digital Banking Trends in 2014
Digital Banking Trends in 2014
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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.

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Digital Banking Trends in 2014

  1. 1. Customer Experience Solutions. Delivered. Webinar : Digital Banking Trends in 2014 1
  2. 2. Customer Experience Solutions. Delivered. 1. Omni-Channel 2. CMO / CIO Collaboration 3. Relevance 4. Experiments Digital Banking Trends in 2014 2
  3. 3. Customer Experience Solutions. Delivered. Omni-Channel 3
  4. 4. Customer Experience Solutions. Delivered. Evolution of Channels 4
  5. 5. Customer Experience Solutions. Delivered. Mobile Banking – Super Fast Adoption 5
  6. 6. Customer Experience Solutions. Delivered. Mobile : Unique Capabilities of Mobile 6
  7. 7. Customer Experience Solutions. Delivered. Different Behavior / Preferences per Channel 12
  8. 8. Customer Experience Solutions. Delivered. Service Design : Customer Journey 13
  9. 9. Customer Experience Solutions. Delivered. Traditional Approach is Silo’ed 14
  10. 10. Customer Experience Solutions. Delivered. Bank 1.0 Architecture Bank 2.0 Architecture Transition to a Bank 2.0 Architecture 15
  11. 11. 16 Customer Experience Solutions. Delivered. Customer Experience Platform Outside In LOOSELY COUPLED PRODUCTS & IT SYSTEMS From “Inside-Out” to “Outside-In” Inside Out
  12. 12. 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
  13. 13. 18 Customer Experience Solutions. Delivered. Customer Experience Platform Widgets Widgets Widgets = Engagement Building Blocks
  14. 14. 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
  15. 15. 20 Customer Experience Solutions. Delivered. Context & Presence Presentation / Cross Device Preferences / Behavior Integration & Aggregation Alert & Notify Security / Identify Personalization Content Customer Experience Enablers
  16. 16. Customer Experience Solutions. Delivered. Backbase CXP : Omni-Channel Architecture 21
  17. 17. 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
  18. 18. 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
  19. 19. Customer Experience Solutions. Delivered. CMO – CIO Collaboration 24
  20. 20. 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
  21. 21. 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
  22. 22. Customer Experience Solutions. Delivered. CXP Manager Launchpad (Digital Professionals) (Customers / Employees) CXP Foundation Existing Banking Systems Backbase CXP: Empower all Stakeholders 27
  23. 23. 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
  24. 24. 29 Customer Experience Solutions. Delivered. Create Approval Page | Widget GO LIVE ! Workflow Publish Development & QA Deployment GO LIVE ! Working in Parallel – Business & IT Track
  25. 25. Customer Experience Solutions. Delivered. Relevance 30
  26. 26. Customer Experience Solutions. Delivered. Financial Fitness 31
  27. 27. Customer Experience Solutions. Delivered. Intelligent Cross & Upsell 32
  28. 28. Customer Experience Solutions. Delivered. From Amazon to the Bank 33
  29. 29. Customer Experience Solutions. Delivered. Step 1: Explore 34
  30. 30. Customer Experience Solutions. Delivered. Step 2: Buy 35
  31. 31. Customer Experience Solutions. Delivered. Step 3: Track 36
  32. 32. Customer Experience Solutions. Delivered. Step 1: Explore 37
  33. 33. Customer Experience Solutions. Delivered. Step 2: Buy (customer enrolment) 38
  34. 34. Customer Experience Solutions. Delivered. Step 3: Track 39
  35. 35. Customer Experience Solutions. Delivered. Targeted Mobile Commerce 40
  36. 36. Customer Experience Solutions. Delivered. Targeted Mobile Commerce 41
  37. 37. Customer Experience Solutions. Delivered. Targeted Mobile Commerce 42
  38. 38. Customer Experience Solutions. Delivered. Targeted Mobile Commerce 43
  39. 39. Customer Experience Solutions. Delivered. Beacons 44
  40. 40. Customer Experience Solutions. Delivered. Beacons – Context Aware 45
  41. 41. Customer Experience Solutions. Delivered. Beacons – Context Aware 46
  42. 42. 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
  43. 43. 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
  44. 44. Customer Experience Solutions. Delivered. Experiments 49
  45. 45. Customer Experience Solutions. Delivered. 50
  46. 46. Customer Experience Solutions. Delivered. 51 To drive continuous innovation, act like a startup
  47. 47. 52 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 = Run Little Experiments
  48. 48. 53 Customer Experience Solutions. Delivered. Chat, Video Alert My Mini Dashboard Apps Origination / Core Systems Content Advisory Customer Experience Platform Ingredients Valuable Self-Service Experience Targeted Tools Offers Actionable Insights Widgets = Engagement LEGO
  49. 49. 54 Customer Experience Solutions. Delivered. 54 Build faster
  50. 50. 55 Customer Experience Solutions. Delivered. 55 Build faster
  51. 51. 56 Customer Experience Solutions. Delivered. 56 Target faster
  52. 52. 57 Customer Experience Solutions. Delivered. 57 Measure Faster
  53. 53. Customer Experience Solutions. Delivered. Learn Faster 58
  54. 54. Customer Experience Solutions. Delivered. 59 To drive continuous innovation, act like a startup
  55. 55. Customer Experience Solutions. Delivered. 60 Thank You! image courtesy: http://www.flickr.com/photos/beeteeoh/3298373727/

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