Next Level Mobile Banking

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Logistics

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-off Pause & ContinueConsistent Brand ExperienceHolistic Customer View

Pursue Omni-Channel Delivery Model

Goal : Omni-Channel Customer Journeys

From “Channel Islands” to “Omni-

Channel”

11

MobileInternetPhone /

Call CenterOffice / Branch

InternalApplications

Call CenterApplications

InternetApplications

MobileApplications

data

datadata

data replication

data data data

Omni-Channel

Widget Widget Widget Widget Widget

Web SDK | Mobile SDK

Customer Experience Services

Omni-Channel Services

LegacyApps

LegacyApps

Channel Islands Omni-Channel

data data

LegacyApps

Pursue Omni-Channel Delivery Model

So we Have Way Too Many Silo’s

CustomerPortal

AgentPortal

MobileApp 1

MobileApp 2

CCCApp

3rd Party

Customer Experience Layer

SuperiorExperience

Personal &Relevant

Fast &Frictionless

AnytimeAny place

ApplicationIntegration

CRMIntegration

ProcessIntegration

Security &Compliance

ExistingSystems CRM Processes Governance

USER INTERFACE

Customer ExperienceManagement

Omni-ChannelDigital Banking

Omni-Channel Enterprise Catalog

Re-use acrossall 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

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 CardApplication

Branch

Internet

Mobile

Channel specific processes

BranchInternetMobile

Omni-Channel Dialogs Screen design, Workflows, Content

Branch

Branch

Branch

...

Omni-channel processes

Mortgages

Onboarding

Account O

pening

Loans

...

15

Accelerate Digital Innovation

Back Office Functions

Existing Systems(Silos)

Omni-ChannelEngagementPlatform

Start with the Customer Experience

(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

TechnologySystemsProcesses

Mind Devices Applications Companies

Service Design

Service Design

Goal : Instant & Seamless Customer

Journeys

Service Design

Approach : Design for Moments of Truth

20

Identifythe mobile moments and context

Designthe mobile engagement

Engineeryour platforms,processes, and

people for mobile

Analyzeresults

to monitor

performance andoptimize

outcomes

Start smallwith a platform

to extend

Service Design

We need “Customer First” Technology

21

Starts

Inside out.

StartsOutside-

in.

Classic Approach

Legacy Apps

Network

UX

Data

APIs

Legacy Apps

Network

Customer First

We need “Customer First” Technology

Service Design

CX Services

DB Services DFM Services

Cloud Deployment

Composite Application

Key Ingredients : Design System

Service Design

Key Ingredients : API-based Capabilities

Service Design

USER INTERFACEDesign System + Widgets

EngagementOrchestration

Omni-ChannelDigital Banking

Retail Banking Business Banking Wealth Management CSR & Advisor Custom

Omni-Channel Enterprise Catalog

Re-use acrossall Touchpoints

Security

API

Content

API

Targeting

API

Mobile

API

Analytics

API

AI & ML

API

Integration

API

Dynamic BusinessProcess 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

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

EVENTSWHATWHEREHOW

WHO

CONTEXTASSIST

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 …

Customer

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

(engagement banking)

Channel Islands

(broken / silo’s)

Omni-Channel

(everywhere banking)

Monolithic Systems

(stuck in the past)

Open & Modular

(agile banking)

The Backbase Difference

Next Level Omni-Channel Platform

Omni-Channel Digital Banking

Customer Experience Capabilities

Vertical Banking Solutions = Ready to Go Capabilities

RetailWidget

s

Core bankingsystems

IDMCRMEtc.

Any othersystem

API

API

Dynamic Forms / Case ManagementAPI

Open BankingMarketplace

Businessin control

IT in control

ExperienceManager

Studio

Business

Widgets

Wealth

Widgets

Insurance

Widgets

Employee

Customer

The Backbase Difference

Trusted by 100+ Financials

35

The Backbase Difference

Drive your Digital Business

CUSTOMER

ENGAGEMENT

Customer Employee

Customer Engagement

info@backbase.comwww.backbase.com

THANK YOU!