adapting to digital change: use apis to delight customers & win

Adap%ng to Digital Change: Use APIs to Delight Customers & Win How to differen,ate, extend reach and establish trust in financial services

David Bressler – VP Financial Services, CA Technologies Tyson WhiEen – Director API Management, CA Technologies

API Management and Security

© 2014 CA. All rights reserved.

3 © 2014 CA. ALL RIGHTS RESERVED.

Framing the Discussion

§  Making the transi%on to digital

§  Opportunity with loyalty programs, loans and insurance

§  Need to balance security with UX §  Value of API Management

§  API Case studies §  Takeaways


Industry Observa%ons


Time to Change the Finance Game DIGITAL RECOMMENDATIONS

NEW DISTRIBUTION CHANNELS

SECURITY FOR TRUST

GOOD UX DRIVES ADOPTION


Pay with

Rewards Points

Not just through your credit card website anymore


You Can Pay With Points at Amazon…

… Wouldn’t it be great to pay other places too?


Why Would the Business Want More Places to Pay?

ü  Loyalty points are a balance sheet item ü Major element of customer loyalty & acquisi%on ü When they’re more “usable” they’re more valuable and they’re more

engaging for the customer

ü  One can imagine future benefits… ü  Big data mining of customer behaviors ü  Gaming the point:currency exchange rate based on behaviors


API Strategy Enables Business Innova%on

ü Mobile is an opportunity to engage customer at the point of the customer journey where they are most open to making a favorable decision towards the brand

ü  Trend: Element of becoming a plajorm and unbundling capabili%es and repackaging them into other apps in order to create a seamless and delighjul experience


Employee Perks or Loyalty Rewards Shopping API’s enable new distribu,on models and enhanced UX


Loan Origina%on

ü  Employer has salary & employment history informa%on that is asked on loan applica%ons, why not auto-‐complete loan applica%on for “instant” loan approval (improving the experience)? ü  This kind of benefit becomes more accessible for employees,

therefore beEer business for the bank ü  Integra%on creates fric%on for the bank’s customers should they

explore other providers

Imagine an Employee Loan Benefit

There are tons of opportunities to eliminate friction & complexity


Opportunity to Unbundle

ü  Unbundling Insurance ü  Insure a specific purchase, instead of buying home insurance ü  You can buy flight insurance today, but do you? Why not? There’s an

opportunity to unbundle trip insurance… or insure per Uber ride or, in emerging economies, per inventory run

ü  Unbundling Credit ü Why not eliminate all the paperwork for “zero percent financing”

deals; rewrap the business model for online shopping? Or even in-‐store with iBeacons?

Create personalized offerings


BYOD is really BYO Expecta%on

§  Mobile Apps deliver technology in bite-‐sized experiences

§  Technology has become the product

§  APIs are the flip side of mobile apps; APIs intermediate the big conglomerate that is a company’s digital assets and the delighjul user experience that is the app


Enhanced Compliance Efficiency Gains Squeeze Cash Out of Systems

Uber manages risk using technology

Traditional insurance covers the rest


Greenfield Technology Gains Ease Fric%on

ü  New Models Improve Profitability, Drive Down Costs ü We see Apple adop%ng latest payment tech to reduce fraud and

squeeze waste from the system ü  An insurance company trusts their underwri%ng model, so a simple

blood test rather than a full-‐blown physical enables them to insure customers in 30 minutes instead of several weeks


Challenge – Let Go

ü  Expand distribu%on channels ü Manage TRUST (through privacy & security)

ü  Deliver a delighjul UX that reflects well on the brand ü  Eliminate fric%on

Delegate the UX complexity while managing trust

API Management Improve UX while Protec,ng Data


Focus on APIs: Enable Anything, Everywhere Applica%on Access

OUTSIDE PARTNERS / DIVISIONS

EXTERNAL DEVELOPERS

MOBILE APPS CLOUD SERVICES INTERNET OF THINGS

API Server Data

API

APPS


CA API GATEWAY

Manage Developers & APIs

…

MOBILE DEVELOPERS

MOBILE APPS

APPS

CA API DEVELOPER PORTAL

API API API

API

Design Time

Run%me API API


Business case

Design and publish

Health monitoring

Performance analy%cs

Version control

§  Manage APIs like products: API design, publishing, versioning, usage and performance

§  Manage developers like customers: marke%ng, onboarding, collabora%on and tes%ng

What you need to do

Registra%on

Onboarding

Enablement Tes%ng

Support and Collabora%on

Discovery

Manage APIs and the Developer Lifecycle

§  Drive business forward and improve business growth §  Improve developer acquisi%on and rela%onship

development

Value to your business

API


Simplify App Access with End-‐to-‐end Mobile Security

Mobile SDK Web App

NaPve App

CA Mobile API Gateway

§  Authen%cate mobile user §  Provide SSO across na%ve and mobile web apps

§  Fine-‐grained access control across user, app and device

What you need to do

§  Accelerate delivery of new mobile apps §  Delight customers with great mobile experiences and ins%ll trust

Value to your business

API

API


New Features In CA Mobile API Gateway 2.2

§  Mobile SSO Reference App –  Organize apps in a single console that integrates with exis%ng

iden%ty infrastructures delivering SSO across na%ve, hybrid and

web applica%ons.

§  Cross Device SSO –  Allows users to securely access an app on one device and then

move seamlessly and securely to an app on a different device

§  Samsung Knox for APIs –  CA with Samsung delivers mobile SSO while requiring device

integrity and app containeriza%on checks as a condi%on of

accessing APIs

MULTI-DEVICE UNIVERSE


API Management the Way You Want

Business Partners

Service Endpoints

API Gateway Cluster

External Developers API Owners / Admins API PORTAL

API Gateway Cluster

API PORTAL

API Gateway Cluster

API PORTAL

Full SaaS Hybrid On-‐Premise / MSP

API API API

CA API Management Financial Case Studies


Orlando UPliPes Commission (OUC) Closes payment “meter” loop

•  Customer pays via website or partner

•  Partner payment sent to OUC API within 6 min.

Website

•  Payment applied to customer account

•  Meter connected within 4 min.

Trusted Payment Partner

Prepaid Partner Metering

§  Customer power on in minutes

§  Support new, current and prepaid customers

§  Improve customer sa%sfac%on

§  Recognize revenue in min vs. days

Results

§  CA API Management Suite

§  Works with payment partners to collect customer payments

§  Payments are received 24 hours aser payment

§  Customers become impa%ent with delay in electricity being turned on once payment is made

Challenges

API


Large Retail Bank Business con%nuity in trading

§  CA API Gateway manages access, throEling/rate limi%ng as appropriate to ensure access to back-‐end trading services

§  Drama%cally decreased business risk

Results

§  When trading services are inaccessible, millions of trading opportuni%es are lost, drama%cally impac%ng revenue poten%al

Challenges

Trading Service Clients

Trading Services

Mobile Apps

API ThroZling


Leading Global Provider of Financial Services Engaging customers with mobile apps

§  Reduced %me spent on administra%ve tasks

§  Increased face %me with clients

§  Enhanced customer experience and image

§  Full HIPAA compliance

Results

§  Needed to increase field worker efficiency by allowing data collec%on via iPad, while maintaining regulatory compliance

Challenges

Home

Hospital

Systems of Record

LDAP

Field App

JBoss Services Bus

API

Takeaway


Addresses Cri%cal API & Applica%on Economy Needs

ENABLE APP DEVELOPERS

§  Accelerate applica%on delivery by providing flexible access

§  Provide ‘speed tracks with guard rails’ – embed security into mobile app APIs

§  Deliver design %me tools to accelerate app development, including interac%ve documenta%on and auto-‐generated code samples

PROTECT APPs & APPLICATIONS

§  Enforce authen%ca%on, access controls and authoriza%on policies for APIs

§  Secure API inputs and API outputs and provide applica%on security, e.g. XSS and schema valida%on

§  Simplify SSO and federa%on to apps and services through API brokering

INTEGRATE EVERYTHING

§  Streamline integra%on of cloud, on-‐premise and PaaS services

§  Comprehensive, extensive mapping and protocol transforma%ons – anything to anything

§  Flexible deployment models – cloud portal and on-‐prem gateway

MONETIZION & THE BUSINESS OF APIS

§  Easy-‐to-‐use and flexible way to generate revenue for the use of APIs

§  Provide analy%cs and repor%ng on API ac%vity

§  Deliver billing system integra%on to facilitate a single view into APIs and billing


Recognized World Leader in API Management Forrester Wave:

API Management Platforms, Q1, 2013

“CA has strong features and has a

commanding market presence.”

Forrester Research Inc., “Forrester Wave: API Management Plajorms, Q1 2013”, February 5, 2013

The Forrester Wave™ is copyrighted by Forrester Research, Inc. Forrester and Forrester Wave™ are trademarks of Forrester Research, Inc. The Forrester Wave™ is a graphical representa%on of Forrester's call on a market and is ploEed using a detailed spreadsheet with exposed scores, weigh%ngs, and comments. Forrester does not endorse any vendor, product, or service depicted in the Forrester Wave. Informa%on is based on best available resources. Opinions reflect judgment at the %me and are subject to change


CA World 2014 Las Vegas, Nov 9 – 12

What’s being launched (Brand new) •  CA API Developer Portal 3.0 •  CA API Developer Portal SaaS •  CA Mobile API Gateway 2.2

Security Theater

Off-Floor Rooms

Demo Area 17 sessions

11 sessions

12 demo sta%ons

Genius Bar 8 expert chat areas

1.  Advanced Authen%ca%on 2.  Single Sign-‐On 3.  Privileged Iden%ty Mgmt. 4.  Mobile Security 5.  Enterprise Mobility Mgmt

1.  Secure Cloud 2.  Iden%ty Mgmt. & Gov. 3.  Advanced Authen%ca%on

6.  Innova%on 7.  API Mgmt. 8.  Payment Security 9.  Iden%ty Mgmt.

10.  Cloud IAM 11.  Internet of Things 12.  CA using ca Securecenter

Target Audience: •  CISO & IT Security •  Enterprise Architect •  Business Execu%ve •  Fraud & Risk Mgr.

4.  Mobility 5.  Payment Security 6.  API Mgmt.

7.  SSO & Federa%on 8.  Fraud Preven%on

Examples of ExecuPon since CAW ‘13 •  CA Risk Analy%cs 5.0 •  CA Iden%ty Suite

InnovaPon Sneak Peaks •  FIDO Authen%ca%on •  Step-‐up Authen%ca%on on IOS 8 •  Mobile Wallet •  Proximity based access (iBeacon)

API Management Customers Speaking 6

Director Solu%ons Marke%ng [email protected]

@cainc

slideshare.net/cainc

Tyson WhiZen

VP, Financial Services [email protected]

@cainc

slideshare.net/cainc

David Bressler


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logos referenced herein belong to their respec%ve companies.

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