Backbase Webinar: Next Level Mobile Banking
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This document discusses next level mobile banking and contextual customer engagement. It promotes pursuing an omni-channel delivery model to provide seamless customer experiences across any device. This requires moving from separate "channel islands" to an integrated omni-channel platform with dynamic forms and processes. The document also stresses designing for instant customer journeys and contextual engagement through understanding customer context with rules and artificial intelligence. The goal is creating win-win experiences for customers and banks.
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Backbase Webinar: Next Level Mobile Banking
- 1. Next Level Mobile Banking
- 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. TRENDS Context – Channel Mix “.”3
- 5. (1) Omni-Channel Delivery Model
- 6. Pursue Omni-Channel Delivery Model (1) Customers Expect: Any Device 6
- 7. Pursue Omni-Channel Delivery Model
- 8. Omni-Channel Customer Journeys Pursue Omni-Channel Delivery Model 8 Seamless Device Hand-o Pause & Continue Consistent Brand Exper Holistic Customer View
- 9. Pursue Omni-Channel Delivery Model Goal : Omni-Channel Customer Journeys
- 11. 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
- 12. 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
- 13. 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
- 14. 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 ...
- 15. 15 Accelerate Digital Innovation Back Office Functions Existing Systems (Silos) Omni-Channel Engagement Platform Start with the Customer Experience
- 16. (2) Seamless Customer Journey
- 17. (2) Customer Expect Instant Service Service Design 17
- 18. Create Apps that are Instant 18 The Journey Start Here… Any Time – Any Place Technology Systems Processes Mind Devices Applications Companies Service Design
- 19. Service Design Goal : Instant & Seamless Customer Journeys
- 20. 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
- 21. 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
- 22. We need “Customer First” Technology Service Design CX Services DB Services DFM Services Cloud Deployment Composite Application
- 23. Key Ingredients : Design System Service Design
- 24. 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
- 25. Create Customer First Experiences Service Design 25 Custome r Centric Apps UX Data APIs Legacy Apps Network Customer First
- 27. Contextual Engagement Customer Expect Contextual Advice 27
- 28. Contextual Engagement Approach : Understand Context 28 PROFILE EVENTS WHAT WHERE HOW WHO CONTEXT ASSIST ENGAGE ACT Intents
- 29. Contextual Engagement Key Ingredients : Context Aware 29 Social CRM PFM PSD2 … RulesAIHuman
- 30. Contextual Engagement Key Ingredients : Context Management Context Management Capabilities (Rules / AI Social CRM PFM PSD2 … Customer
- 31. Contextual Engagement Create Win-Win : Customer & Bank
- 32. About BACKBASE
- 33. 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)
- 34. 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
- 35. The Backbase Difference Trusted by 100+ Financials 35
- 36. The Backbase Difference Drive your Digital Business CUSTOMER ENGAGEMENT Customer Employee Customer Engagement
Editor's Notes
- #2: Critical Business Issue eBusiness and channel strategy executives need to develop a new generation of digital financial services that are SUPER: simple, ubiquitous, personal, empowering, and reassuring. Most online banking solutions are good at the basic online transaction capabilities. Rising customer expectations mean that financial services e-Business executives need to fundamentally improve the way they serve customers via digital channels that go way beyond today's transaction capabilities. Backbase Solution Backbase Bank 2.0 Portal offers a single platform to manage, monitor and optimize all your online customer interactions. It enables Banks to create a seamless customer journey between public and personal information and across multiple devices and channels.
- #6: Critical Business Issue eBusiness and channel strategy executives need to develop a new generation of digital financial services that are SUPER: simple, ubiquitous, personal, empowering, and reassuring. Most online banking solutions are good at the basic online transaction capabilities. Rising customer expectations mean that financial services e-Business executives need to fundamentally improve the way they serve customers via digital channels that go way beyond today's transaction capabilities. Backbase Solution Backbase Bank 2.0 Portal offers a single platform to manage, monitor and optimize all your online customer interactions. It enables Banks to create a seamless customer journey between public and personal information and across multiple devices and channels.
- #17: Critical Business Issue eBusiness and channel strategy executives need to develop a new generation of digital financial services that are SUPER: simple, ubiquitous, personal, empowering, and reassuring. Most online banking solutions are good at the basic online transaction capabilities. Rising customer expectations mean that financial services e-Business executives need to fundamentally improve the way they serve customers via digital channels that go way beyond today's transaction capabilities. Backbase Solution Backbase Bank 2.0 Portal offers a single platform to manage, monitor and optimize all your online customer interactions. It enables Banks to create a seamless customer journey between public and personal information and across multiple devices and channels.
- #27: Critical Business Issue eBusiness and channel strategy executives need to develop a new generation of digital financial services that are SUPER: simple, ubiquitous, personal, empowering, and reassuring. Most online banking solutions are good at the basic online transaction capabilities. Rising customer expectations mean that financial services e-Business executives need to fundamentally improve the way they serve customers via digital channels that go way beyond today's transaction capabilities. Backbase Solution Backbase Bank 2.0 Portal offers a single platform to manage, monitor and optimize all your online customer interactions. It enables Banks to create a seamless customer journey between public and personal information and across multiple devices and channels.