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Digital Banking in 2012
Outlook & Trends

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Key Focus Area’s for 2012
 Self-Directed Customer
 User Experience
 Mobile Banking
 Personal & Relevant

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Self-Directed
Customer

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Emerging Customer Behavior

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Emerging Changes in Customer Behaviro

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Paradigm Shift: From ‘Inside-out’ to ‘Outside-in’
Outside-In
CUSTOMER
EXPERIENCE
LAYER
LOOSELY
COUPLED
INTERNAL
SYSTEMS
AND PLATFORMS
Inside-Out

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User Experience
Design

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User Experience Design

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focused campaigns

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Ubiquity
Mobile Banking

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Personal &
Relevant

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Personal & Relevant
Targeting

33. Profile A

34. Profile B

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Personal & Relevant
Segmentation

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Personal & Relevant
Customization

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