etravel 2010 jouk pleiter backbase
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TRANSCRIPT
Customer Experience Solutions. Delivered. 1
Jouk PleiterJouk Pleiter
Customer Experience Solutions. Delivered. 2
CHALLENGE (1) : “INSIDE-OUT” THINKING
INTERNALSYSTEMS
AND PLATFORMS
INSIDE-OUTAPPROACH
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BROADCASTBROADCAST
CUSTOMEREXPERIENCE
OUTSIDE-INAPPROACH
DIALOGDIALOG
Customer Experience Solutions. Delivered. 3
CHALLENGE (2) : “TIME TO MARKET”
INTERNALSYSTEMS
AND PLATFORMS
CUSTOMEREXPERIENCE
CHANGE REQUIREMENTS
CHANGE CAPABILITY
Copyright © 2010 Backbase. All Rights Reserved.
Customer Experience Solutions. Delivered. 4
SOLUTION : NEXT GENERATION TRAVEL PORTAL
INTERNALSYSTEMS
AND PLATFORMS
CUSTOMEREXPERIENCE
RICH PRESENTATION LAYER
LOOSELY-COUPLED,
WEB-ORIENTED ARCHITECTURE
TO UNIFY APPLICATIONS,
CONTENT AND DATA INTO
AN EFFECTIVE CUSTOMER JOURNEY.
Existing Backend Systems (investments) are not impacted.
Copyright © 2010 Backbase. All Rights Reserved.
Customer Experience Solutions. Delivered. 5
TRAVEL PORTAL : PERSONAL / SEGMENTATION
INTERNALSYSTEMS
AND PLATFORMS
TRAVELPORTAL
MY-SIZE-FITS-MEMY-SIZE-FITS-ME
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Customer Experience Solutions. Delivered. 6
TRAVEL PORTAL : E-BUSINESS RESULTS
INTERNALSYSTEMS
AND PLATFORMS
TRAVELPORTAL
ATTRACT
CONVERT
RETAIN
ENGAGE
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Customer Experience Solutions. Delivered. 7
NEXT GENERATION TRAVEL PORTAL
Customer Experience Solutions. Delivered. 8
NEXT GENERATION : RIA
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Customer Experience Solutions. Delivered. 9
NEXT GENERATION : Widgets
Customer Experience Solutions. Delivered. 10
NEXT GENERATION : DYNAMIC PAGES (my-size-fits-me)
StandaloneGadget
StandaloneGadget
Portal as part of the page
Portal as part of the page
TraditionalPortal Page
TraditionalPortal Page
Customer Experience Solutions. Delivered. 11
NEXT GENERATION : Social
Customer Experience Solutions. Delivered. 12
NEXT GENERATION : Multi-Device
UserExperience
Platform
PC MOBILE TV
Social NetworksSocial Networks
3RD PartyContent
3RD PartyContent
3RD PartyApps
3RD PartyApps
ENTERPRISEContent, Data &
Applications
ENTERPRISEContent, Data &
Applications
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Customer Experience Solutions. Delivered. 13
NEXT GENERATION : My-Size-Fits-Me Experience
ExistingCONTENT
ExistingDATA
ExistingSERVICES
ExistingAPPS
3rd partyAPPS
3rd partyContent
TRAVEL PORTAL
YOUR APPLICATIONSYOUR APPLICATIONS PARTNERSPARTNERS
Copyright © 2010 Backbase. All Rights Reserved.
My-size-fits-MeMy-size-fits-Me
Customer Experience Solutions. Delivered. 14
EXAMPLE : CUSTOMER / USER PERSPECTIVE
GOOGLE SEARCH: “BEACH HOLIDAY”GOOGLE SEARCH: “BEACH HOLIDAY”
GOOGLE SEARCH: “OUTDOOR HOLIDAY”GOOGLE SEARCH: “OUTDOOR HOLIDAY”
DESTINATION PAGE
- MASHUP- SOCIAL- DYNAMIC PACKAGING
DESTINATION PAGE
- MASHUP- SOCIAL- DYNAMIC PACKAGING
MOBILE WIDGETSMOBILE WIDGETS
Customer Experience Solutions. Delivered. 19
MULTI-CHANNEL INTERACTION
WEBSITE MOBILE OTHER SITES
CCC Winkel
Customer
Experience
Platform
Customer Experience Solutions. Delivered. 20
EXAMPLE : E-BUSINESS PERSPECTIVE
Customer Experience Solutions. Delivered. 21
POWER TO THE BUSINESS
Portal Services
BACKBASE PORTAL
CIOCIO ARCHITECTARCHITECT
Portal ManagerPortal Manager Travel PortalTravel Portal
Customer Experience Solutions. Delivered. 24
Mashup : Content Hub
Copyright © 2009 Backbase. All Rights Reserved.
PORTAL MANAGER – ANALYTICS
Customer Experience Solutions. Delivered. 27
WWW.BACKBASE.COM
SAN FRANCISCO: +1 866 800 8996
AMSTERDAM: +31 (0)20 465 8888
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