Customer Experience Solutions. Delivered.

Peter ChapmanPrincipal FinTech

Strategist and “Resident Banker” @ Backbase

Regain Control of Your Digital

Strategy

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Customer Experience Solutions. Delivered. Converging Forces

The Perfect Storm

Competition

Regulatory Pressure

Consumer Preferences

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Increased Competition

3 Source = @tomloverro

Community and Regional Financial Institutions

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What Drives Acquisition and Retention?

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Forrester: Next Gen Digital Financial Services

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Rising customer expectations and the growing importance of the Web and mobile as sales and service channels mean that financial services e-Business executives need to fundamentally improve the way they serve customers via digital channels.

Technology Implementations

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Fragmented Technology Delivery

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Differentiation

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Control

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Experience with Bank Core Ability to Introduce new APIs

PFM, RDC, Bill Pay, etc…

Customer Experience Platform

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Technology Platform

The Entire Omni-Channel Customer Journey

Origination Online Tablet

1:1 Marketing(targeting, segmentation)

Personalization

Full Next Gen

Feature Set

Banking Core Open Architecture 3th Party Integrations

SaaS

Hosting Model

UX Control, Business Parameters, Intuitive

Admin Capabilities

Marketing Mobile

Backbase Engage

Platform to Enable Your Digital Strategy

Internal Apps & Content

Mobile Tablets Apps

Direct 2 Consumer

Closed Customer

Environment

Public Marketing

Sites

CXP

Customer Experience Platform

Fast & Frictionless

CRM Integration

Security & Compliance

Process Integration

Personal & Relevant

Application Integration

Superior Experience

Any Time Any Place

Distribution Channels

Apps Content CRM Processes Compliance

Branch

ATM

Call Center

Kiosk

Website

Social Tablets

Phones

Omni-Channel Approach : Customer Centric

Omni-Channel = Customer Centric

Omni-Channel Customer

Interactions

Integration & Aggregation

Context & Presence

Presentation & Cross Device

Roles & Permissions

Alert & Notify

Content Management

Personalization & Targeting

Preferences & Behavior

Customer Experience Platform

Customer Oriented Functions

Back Office Functions

Customer Experience

Layer

Loosely Coupled

Integration

ü  Customer Journey ü  Digital Commerce

PRODUCTS & IT SYSTEMS

Outside-In Approach : Customer Centric

Open Banking Marketplace

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Hosting Model

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Q&A

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