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The Future of Omni-Channel Banking

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In this webinar we are looking at omni-channel banking experiences. Today's consumer has several channels they can use to interact with their bank, and they want to use all of them. Financial institutions can, and should, communicate with their customers across all channels, not just one or two. A single platform with a rich customer experience layer makes it possible to create omni-channel strategies that use all channels and meet the needs of the 'connected consumer'. Real omni-channel banking is about more than a brand being available on a variety of touchpoints, it is about creating a multi-faceted, unified customer experience.

Backbase's CEO and co-founder, Jouk Pleiter along with Global Head of Marketing, Jelmer de Jong, will discuss the latest strategies and best practices to help your bank successfully deliver a truly omni-channel banking experience.

Topics include:
- Best practices for creating an omni-channel Bank experience
- Strengthening the brand by combining offline and online
- The future of distribution: The hybrid approach
- Next steps - How to continuously improve your omni-channel experience

Published in: Business, Economy & Finance
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The Future of Omni-Channel Banking

  1. Customer Experience Solutions. Delivered. 1The Future of:Omni-Channel BankingBackbase Webinar, May 29, 2013.
  2. Customer Experience Solutions. Delivered. 2What is Omni-Channel Banking?
  3. 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
  4. 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
  5. Customer Experience Solutions. Delivered. 5Transition: From Bank 1.0 to Bank 2.0 ArchitectureBank 1.0 Architecture Bank 2.0 Architecture
  6. Customer Experience Solutions. Delivered. 6Trends Leading Omni-Channel Banking
  7. Customer Experience Solutions. Delivered. 7Source:Google Inc.
  8. Customer Experience Solutions. Delivered. 8Source:Google Inc.
  9. Customer Experience Solutions. Delivered. 9
  10. Customer Experience Solutions. Delivered. 10
  11. Customer Experience Solutions. Delivered. 11
  12. Customer Experience Solutions. Delivered. 12Source:Google Inc.
  13. Customer Experience Solutions. Delivered. 13Omni-Channel Banking: The Challenges
  14. Customer Experience Solutions. Delivered. 14
  15. Customer Experience Solutions. Delivered. 15StaticStatic
  16. Customer Experience Solutions. Delivered. 16HumanHuman
  17. Customer Experience Solutions. Delivered. 17InterativeInteractive
  18. Customer Experience Solutions. Delivered. 18
  19. Customer Experience Solutions. Delivered. 19BranchATMCall CenterKioskWebsiteSocialTabletsPhonesBrick & MortarDigitalOmni-ChannelCustomer ExperienceOmni-Channel Experience: Any Time, Any Place
  20. Customer Experience Solutions. Delivered. 20Integration / AggregationContext & PresencePresentation / Cross DeviceSecurity / IdentifyAlert & NotifyContentPersonalizationThe Omni-Channel Portal: Linked ServicesPreferences / Behavior
  21. Customer Experience Solutions. Delivered. 21The Omni-Channel Portal: Layered Approach
  22. 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
  23. 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
  24. Customer Experience Solutions. Delivered. 24Make it Happen:Cross Device
  25. 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
  26. Customer Experience Solutions. Delivered. 26BackbaseBANK 2.0PortalMobile Optimized Widgets+(1) Direct To Browser(2) Native App WrapperNATIVEWRAPPERHybrid Delivery Model : HTML5 + Native Wrapper+ +
  27. 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
  28. Customer Experience Solutions. Delivered. 28Make it Happen:Customer Profile
  29. 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
  30. Customer Experience Solutions. Delivered. 30Targeting : Increase Online SalesPreferencesBehaviorPreferencesBehaviorPreferences PreferencesBehavior BehaviorCRMSocialCRMSocialCRM CRMSocial SocialContext Context Context ContextTarget Target Target TargetCONVERSION CONVERSION CONVERSION CONVERSION$ $ $ $
  31. Customer Experience Solutions. Delivered. 31Making it SMART
  32. Customer Experience Solutions. Delivered. 32Cross Channel Customer Journeys
  33. 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.
  34. 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.
  35. 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.
  36. 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.
  37. 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.
  38. Customer Experience Solutions. Delivered. 38Q&A
  39. Customer Experience Solutions. Delivered. 39image courtesy: http://www.flickr.com/photos/beeteeoh/3298373727/Thank You!

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