The Future of Omni-Channel Banking

Customer Experience Solutions. Delivered. 1The Future of:Omni-Channel BankingBackbase Webinar, May 29, 2013.

Customer Experience Solutions. Delivered. 2What is Omni-Channel Banking?

Customer Experience Solutions. Delivered. 3Introduction: The Ages of Businesssource: Outside In – Forrester Research1900 1920 1940 1960 1980 2000 20101960 -1990Age ofDistribution900 -1960Age ofManufacturing1990 - 2010Age ofInformation2010 - ???Age of theCustomer

Customer Experience Solutions. Delivered. 4The Evolution Towards Omni-Channel Banking•  Customersexperience a singletype of touch-point.•  Banks have a singletype of touch-point.•  Customer sees multipletouch-points actingindependently.•  Banks’ channelknowledge and operationsexist in technical &functional silos•  Customers seesmultiple touch-points aspart of the same brand•  Banks have a singleview of the customerbut operate infunctional silos•  Customers experience abrand, not a channelwithin a brand•  Banks leverage theirsingle view of thecustomer in coordinatedand strategic ways

Customer Experience Solutions. Delivered. 5Transition: From Bank 1.0 to Bank 2.0 ArchitectureBank 1.0 Architecture Bank 2.0 Architecture

Customer Experience Solutions. Delivered. 6Trends Leading Omni-Channel Banking

Customer Experience Solutions. Delivered. 7Source:Google Inc.

Customer Experience Solutions. Delivered. 9

Customer Experience Solutions. Delivered. 13Omni-Channel Banking: The Challenges

Customer Experience Solutions. Delivered. 15StaticStatic

Customer Experience Solutions. Delivered. 16HumanHuman

Customer Experience Solutions. Delivered. 17InterativeInteractive

Customer Experience Solutions. Delivered. 19BranchATMCall CenterKioskWebsiteSocialTabletsPhonesBrick & MortarDigitalOmni-ChannelCustomer ExperienceOmni-Channel Experience: Any Time, Any Place

Customer Experience Solutions. Delivered. 20Integration / AggregationContext & PresencePresentation / Cross DeviceSecurity / IdentifyAlert & NotifyContentPersonalizationThe Omni-Channel Portal: Linked ServicesPreferences / Behavior

Customer Experience Solutions. Delivered. 21The Omni-Channel Portal: Layered Approach

Customer Experience Solutions. Delivered. 22ABNAMROEnterprise Portal Framework : employee & customer facingLargest Implementation : 6 Mio active Internet Banking usersMulti channel & device delivery : internet, mobile, branch, callStack : Backbase + Tibco | Implementation : Cap Gemini + TCS

Customer Experience Solutions. Delivered. 2323DeutscheBankMulti-channel Implementation : internet, mobile, branch, callCascading multi-site portal deployment: 6 Countries, 8 LanguagesEnterprise standard across Europe | Implementation : GFT & HCL

Customer Experience Solutions. Delivered. 24Make it Happen:Cross Device

Customer Experience Solutions. Delivered. 25SecurityServicesPersonalizationServicesContentServices‘IntegrationServices…Re-use Backbase Portal Services,Re-use Widget across Multiple Devices RENDERING SERVICESDevice RecognitionServer-SideRendering TemplatesClient-Side Rendering Write Once Run Everywhere

Customer Experience Solutions. Delivered. 26BackbaseBANK 2.0PortalMobile Optimized Widgets+(1) Direct To Browser(2) Native App WrapperNATIVEWRAPPERHybrid Delivery Model : HTML5 + Native Wrapper+ +

Customer Experience Solutions. Delivered. 27Integration LayerCore SystemsMy Profile My Content My Activities ProcessCross Channel OrchestrationPayment Treasury Risk Mngt FX Etc.Web Services Pre-fill Straight Through Processing Etc. Orchestration : Streamline Cross Device JourneysMy NetworkCustomerTABLETCustomerMOBILEFront-OfficePortalsCustomerWEB

Customer Experience Solutions. Delivered. 28Make it Happen:Customer Profile

Customer Experience Solutions. Delivered. 29Build Customer Profile : Leverage multiple sourcesDigital channels enable banks to implement 1:1marketing principles on a large scale at relativelow cost. CRM data: Leverage “next best offer” instructionsfrom analytical CRM infra. Push online channeldata back into CRM data warehouse.Self Personalization: enable customers to settheir personal preferences and customize theportal 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 social graph data to make dialogmore personalCRMDataSelfPersonalizationBehaviorTrackingContextAwareSocialDataNEW NEW NEWNEW

Customer Experience Solutions. Delivered. 30Targeting : Increase Online SalesPreferencesBehaviorPreferencesBehaviorPreferences PreferencesBehavior BehaviorCRMSocialCRMSocialCRM CRMSocial SocialContext Context Context ContextTarget Target Target TargetCONVERSION CONVERSION CONVERSION CONVERSION$ $ $ $

Customer Experience Solutions. Delivered. 31Making it SMART

Customer Experience Solutions. Delivered. 32Cross Channel Customer Journeys

Customer Experience Solutions. Delivered. 33Act SMART: Catch up to (and keep up with) your customersSSegmentcustomersMModularizecapabilitiesAAnticipatecustomerneedsRRewardemployeesTTailortouchpoints +experiences… By needs and value, into the smallest possible groups.Source & Concept:MCorp Consulting.

Customer Experience Solutions. Delivered. 34Act SMART: Catch up to (and keep up with) your customersSSegmentcustomersMModularizecapabilitiesAAnticipatecustomerneedsRRewardemployeesTTailortouchpoints +experiences… To increase your flexibility and responsiveness.Source & Concept:MCorp Consulting.

Customer Experience Solutions. Delivered. 35Act SMART: Catch up to (and keep up with) your customersSSegmentcustomersMModularizecapabilitiesAAnticipatecustomerneedsRRewardemployeesTTailortouchpoints +experiences… By understanding the data surrounding your customers.Source & Concept:MCorp Consulting.

Customer Experience Solutions. Delivered. 36Act SMART: Catch up to (and keep up with) your customersSSegmentcustomersMModularizecapabilitiesAAnticipatecustomerneedsRRewardemployeesTTailortouchpoints +experiences… And give them tools to help your company act smart.Source & Concept:MCorp Consulting.

Customer Experience Solutions. Delivered. 37Act SMART: Catch up to (and keep up with) your customersSSegmentcustomersMModularizecapabilitiesAAnticipatecustomerneedsRRewardemployeesTTailortouchpoints +experiences… To meet customer needs, and exceed expectations.Source & Concept:MCorp Consulting.

Customer Experience Solutions. Delivered. 38Q&A

Customer Experience Solutions. Delivered. 39image courtesy: http://www.flickr.com/photos/beeteeoh/3298373727/Thank You!