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Next Level Mobile Banking
 WELCOME!
 Slides and recording will be
shared within 48 hours
 Q&A and feedback:
 Use the Chat/Questions box in
your ...
TRENDS
Context – Channel Mix
“.”3
TRENDS
Battlefield – Customer
Engagement
4
Engagement Matters
(1) Omni-Channel Delivery Model
Pursue Omni-Channel Delivery Model
(1) Customers Expect: Any
Device
6
Pursue Omni-Channel Delivery Model
Omni-Channel
Customer Journeys
Pursue Omni-Channel Delivery Model
8
Seamless Device Hand-o
Pause & Continue
Consistent Bra...
Pursue Omni-Channel Delivery Model
Goal : Omni-Channel
Customer Journeys
From “Channel
Islands” to “Omni-
Channel”
11
MobileInternet
Phone /
Call CenterOffice / Branch
Internal
Applications
Call ...
So we Have Way Too
Many Silo’s
Customer
Portal
Agent
Portal
Mobile
App 1
Mobile
App 2
CCC
App
3rd
Party
Customer Experienc...
USER INTERFACE
Customer Experience
Management
Omni-Channel
Digital Banking
Omni-Channel
Enterprise Catalog
Re-use across
a...
Backbase Forms
Goal : One Platform, Any
Touchpoint
BranchInternetMobile
Screen design,
Workflows,
content
Screen design,
W...
15
Accelerate Digital Innovation
Back Office Functions
Existing Systems
(Silos)
Omni-Channel
Engagement
Platform
Start wit...
(2) Seamless Customer Journey
(2) Customer Expect
Instant Service
Service Design
17
Create Apps that are
Instant
18
The Journey Start Here…
Any Time – Any Place
Technology
Systems
Processes
Mind Devices App...
Service Design
Goal : Instant &
Seamless Customer
Journeys
Service Design
Approach : Design for
Moments of Truth
20
Identify
the mobile
moments
and context
Design
the mobile
engagem...
Service Design
We need “Customer First”
Technology
21
Start
s
Insid
e out.
Starts
Outside-
in.
Classic
Approach
Legacy App...
We need “Customer First”
Technology
Service Design
CX Services
DB Services
DFM Services
Cloud Deployment
Composite
Applica...
Key Ingredients : Design
System
Service Design
Key Ingredients : API-based
Capabilities
Service Design
USER INTERFACE
Design System +
Widgets
Engagement
Orchestration
Om...
Create Customer First Experiences
Service Design
25
Custome
r
Centric
Apps
UX
Data
APIs
Legacy Apps
Network
Customer
First
(3) Contextual Engagement
Contextual Engagement
Customer Expect
Contextual Advice
27
Contextual Engagement
Approach : Understand Context
28
PROFILE
EVENTS
WHAT
WHERE
HOW
WHO
CONTEXT
ASSIST
ENGAGE
ACT
Intents
Contextual Engagement
Key Ingredients : Context
Aware
29
Social CRM PFM PSD2 …
RulesAIHuman
Contextual Engagement
Key Ingredients : Context
Management
Context Management Capabilities (Rules / AI
Social CRM PFM PSD2...
Contextual Engagement
Create Win-Win : Customer &
Bank
About BACKBASE
The Backbase Difference
BACKBASE – Next Level Digital
Banking
From: To:
Product Push
(pushing products)
Customer First
(en...
The Backbase Difference
Next Level Omni-Channel
Platform
Omni-Channel Digital Banking
Customer Experience Capabilities
Ver...
The Backbase Difference
Trusted by 100+ Financials
35
The Backbase Difference
Drive your Digital Business
CUSTOMER
ENGAGEMENT
Customer Employee
Customer Engagement
info@backbase.com
www.backbase.com
THANK
YOU!
Backbase Webinar: Next Level Mobile Banking
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Backbase Webinar: Next Level Mobile Banking

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In this special, exclusive webinar, Jouk Pleiter and Tim Rutten of Backbase will share best practices in how banks and credit unions move their mobile banking experience to the next level.
Find out the 5 habits of highly effective bank transformation projects – how financials can execute and optimize a successful mobile banking strategy that is integrated with a wider multi-channel strategy.

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Backbase Webinar: Next Level Mobile Banking

  1. 1. Next Level Mobile Banking
  2. 2.  WELCOME!  Slides and recording will be shared within 48 hours  Q&A and feedback:  Use the Chat/Questions box in your GoToWebinar panel  Participate on Twitter: #backbase Logistics
  3. 3. TRENDS Context – Channel Mix “.”3
  4. 4. TRENDS Battlefield – Customer Engagement 4 Engagement Matters
  5. 5. (1) Omni-Channel Delivery Model
  6. 6. Pursue Omni-Channel Delivery Model (1) Customers Expect: Any Device 6
  7. 7. Pursue Omni-Channel Delivery Model
  8. 8. Omni-Channel Customer Journeys Pursue Omni-Channel Delivery Model 8 Seamless Device Hand-o Pause & Continue Consistent Brand Exper Holistic Customer View
  9. 9. Pursue Omni-Channel Delivery Model Goal : Omni-Channel Customer Journeys
  10. 10. From “Channel Islands” to “Omni- Channel” 11 MobileInternet Phone / Call CenterOffice / Branch Internal Applications Call Center Applications Internet Applications Mobile Applications data data data data replic ation data data data Omni-Channel Widget Widget Widget Widget Widget Web SDK | Mobile SDK Customer Experience Services Omni-Channel Services Legacy Apps Legacy Apps Channel Islands Omni-Channel data data Legacy Apps Pursue Omni-Channel Delivery Model
  11. 11. So we Have Way Too Many Silo’s Customer Portal Agent Portal Mobile App 1 Mobile App 2 CCC App 3rd Party Customer Experience Layer Superior Experience Personal & Relevant Fast & Frictionless Anytime Any place Application Integration CRM Integration Process Integration Security & Compliance Existing Systems CRM Processes Governance
  12. 12. USER INTERFACE Customer Experience Management Omni-Channel Digital Banking Omni-Channel Enterprise Catalog Re-use across all Touchpoints Security API Content API Targeting API Mobile API Analytics API AI & ML API Integration API Pursue Omni-Channel Delivery Model Goal : One Platform, Any Touchpoint Dynamic Forms & Case Management Payments API Actions API Comms. API PFM API Entitlements API … API Products API Workflows API Domain API Integration API Reporting API KYC API … API Rules API
  13. 13. Backbase Forms Goal : One Platform, Any Touchpoint BranchInternetMobile Screen design, Workflows, content Screen design, Workflows, content Screen design, Workflows, content Onboarding Branch Internet Mobile Credit Application Branch Internet Mobile Credit Card Application Branch Internet Mobile Channel specific processes BranchInternetMobile Omni-Channel Dialogs Screen design, Workflows, Content Branch Branch Branch ... Omni-channel processes Mortgages Onboarding AccountOpening Loans ...
  14. 14. 15 Accelerate Digital Innovation Back Office Functions Existing Systems (Silos) Omni-Channel Engagement Platform Start with the Customer Experience
  15. 15. (2) Seamless Customer Journey
  16. 16. (2) Customer Expect Instant Service Service Design 17
  17. 17. Create Apps that are Instant 18 The Journey Start Here… Any Time – Any Place Technology Systems Processes Mind Devices Applications Companies Service Design
  18. 18. Service Design Goal : Instant & Seamless Customer Journeys
  19. 19. Service Design Approach : Design for Moments of Truth 20 Identify the mobile moments and context Design the mobile engagement Engineer your platforms, processes, and people for mobile Analyze results to monitor performa nce and optimize outcomes Start small with a platform to extend
  20. 20. Service Design We need “Customer First” Technology 21 Start s Insid e out. Starts Outside- in. Classic Approach Legacy Apps Network UX Data APIs Legacy Apps Network Custome r First
  21. 21. We need “Customer First” Technology Service Design CX Services DB Services DFM Services Cloud Deployment Composite Application
  22. 22. Key Ingredients : Design System Service Design
  23. 23. Key Ingredients : API-based Capabilities Service Design USER INTERFACE Design System + Widgets Engagement Orchestration Omni-Channel Digital Banking Retail Banking Business Banking Wealth Management CSR & Advisor Custom Omni-Channel Enterprise Catalog Re-use across all Touchpoints Security API Content API Targeting API Mobile API Analytics API AI & ML API Integration API Dynamic Business Process Orchestration Payments API Actions API Commun.. API PFM API Entitlements API IAM API Products API Workflows API Domain API Integration API 360 Customer API KYC API … API Rules API
  24. 24. Create Customer First Experiences Service Design 25 Custome r Centric Apps UX Data APIs Legacy Apps Network Customer First
  25. 25. (3) Contextual Engagement
  26. 26. Contextual Engagement Customer Expect Contextual Advice 27
  27. 27. Contextual Engagement Approach : Understand Context 28 PROFILE EVENTS WHAT WHERE HOW WHO CONTEXT ASSIST ENGAGE ACT Intents
  28. 28. Contextual Engagement Key Ingredients : Context Aware 29 Social CRM PFM PSD2 … RulesAIHuman
  29. 29. Contextual Engagement Key Ingredients : Context Management Context Management Capabilities (Rules / AI Social CRM PFM PSD2 … Customer
  30. 30. Contextual Engagement Create Win-Win : Customer & Bank
  31. 31. About BACKBASE
  32. 32. The Backbase Difference BACKBASE – Next Level Digital Banking From: To: Product Push (pushing products) Customer First (engagement banking) Channel Islands (broken / silo’s) Omni-Channel (everywhere banking) Monolithic Systems (stuck in the past) Open & Modular (agile banking)
  33. 33. The Backbase Difference Next Level Omni-Channel Platform Omni-Channel Digital Banking Customer Experience Capabilities Vertical Banking Solutions = Ready to Go Capabilities Retail Widget s Core banking systems IDM CRM Etc. Any other system API API Dynamic Forms / Case ManagementAPI Open Banking Marketplace Business in control IT in control Experience Manager Studio Busine ss Widget s Wealt h Widget s Insura nce Widget s Employee Customer
  34. 34. The Backbase Difference Trusted by 100+ Financials 35
  35. 35. The Backbase Difference Drive your Digital Business CUSTOMER ENGAGEMENT Customer Employee Customer Engagement
  36. 36. info@backbase.com www.backbase.com THANK YOU!
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In this special, exclusive webinar, Jouk Pleiter and Tim Rutten of Backbase will share best practices in how banks and credit unions move their mobile banking experience to the next level. Find out the 5 habits of highly effective bank transformation projects – how financials can execute and optimize a successful mobile banking strategy that is integrated with a wider multi-channel strategy.

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