Customer Experience Solutions Delivered BANK 2 0 Making

Customer Experience Solutions. Delivered. BANK 2. 0 Making Banks Successful in the Era of Engagement Banking. 1

Customer Experience Solutions. Delivered. 2

Customer Experience Solutions. Delivered. 3

Customer Experience Solutions. Delivered. Forrester: Next Gen Digital Financial Services 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. 4

5 Customer Experience Solutions. Delivered. Paradigm Shift: From “Inside-Out” to ‘Outside-in’ Outside-In CUSTOMER Customer in Control Customer Enable EXPERIENCE LAYER Ease of Use Simplicity INTERNAL SYSTEMS AND PLATFORMS Web / Mobile Enable Inside-Out

Customer Experience Solutions. Delivered. Paradigm Shift: Different Heartbeats CHANGE Frequency CUSTOMER EXPERIENCE LAYER LOOSELY COUPLED INTERNAL SYSTEMS AND PLATFORMS CHANGE Frequency 6

Customer Experience Solutions. Delivered. 7 Bank 2. 0 Customer Success

Customer Experience Solutions. Delivered. Backbase: Global Customer Success 8

ABN AMRO 9 o em D Customer Experience Solutions. Delivered.

o em D Absa Barclays

TCS Bank 11 o em D Customer Experience Solutions. Delivered.

Customer Experience Solutions. Delivered. How to do it successfully? Empower All Stakeholders 12

13 Customer Experience Solutions. Delivered. Bank 2. 0: Empower All Stakeholders Customers • Superior User Experience • Personal & Relevant • Anytime, Anyplace & Any Device Business IT Teams • Optimize online results • Lower Cost per Contact • Control: less IT dependency • Leverage existing infrastructure • Easy integration • Secure & Performance

14 Customer Experience Solutions. Delivered. Bank 2. 0: Empower all Stakeholders Backbase Portal Manager (Digital & Marketing Professionals) Backbase Bank 2. 0 Launchpad (Your Customers) Business in Control IT in Control Customer in Control Backbase Portal Platform Existing Core Banking & Other Back-end Systems

15 o em D Customer Experience Solutions. Delivered.

Customer Experience Solutions. Delivered. 16 How to do it successfully? Bank 2. 0 Challenges

Customer Experience Solutions. Delivered. Challenge : Eliminate Silo’s 17

18 Customer Experience Solutions. Delivered. Unify Content & Applications into Seamless Journey Customer In Control Personal & Relevant Contextual Smart Seamless Journey Backbase Portal CRM Integration Application Integration BUs Products Systems Process Integration Processes Security & Compliance

19 Customer Experience Solutions. Delivered. Widgets (Mix & Match) ONLINE MOBILE CALL CENTER BRANCH OFFICE CUSTOMER ENGAGEMENT PORTAL PERSONALIZATION 1: 1 Marketing (targeting, segmentation) COMMUNICATION FORMS Re-Usable Widgets Enrollment Self-Service. . . CONTENT Consistent Across Channels Chat, Mail, SMS INTERNET BANKING Transactional OTHER APPLICATIONS CRM 3 TH PARTY APPS PFM

Customer Experience Solutions. Delivered. Challenge: The Dialog moves to Tablets & Smartphones 20

Customer Experience Solutions. Delivered. Hybrid Model : Mobile Web + Native Wrapper + + (1) Direct To Browser Backbase BANK 2. 0 Portal (2) Native App Wrapper + NATIVE WRAPPER Mobile Optimized Widgets 22

Customer Experience Solutions. Delivered. Mobile Wrapping: Integrate with Native OS features Native App Wrapper With App store With Vibration With Local Cache With Camera With Geo Location With Sound Benefits Hybrid approach : Access to local OS and ability to publish in App Stores or Marketplaces. 23

Customer Experience Solutions. Delivered. Challenge: Getting To Value / Fast Time To Market 24

25 Customer Experience Solutions. Delivered. Backbase Portal Manager: Business in Control Portal Manager (Digital / Marketing Professionals) Retail Banking Launchpad (Your Customers) Business in Control IT in Control Customer in Control Portal Platform Existing Core Banking & Other Back-end Systems

26 Customer Experience Solutions. Delivered. Portal Manager: Power to your Digital and Marketing Teams 26

27 Customer Experience Solutions. Delivered. Portal Manager: ICE (In Context Editing) 27

28 Customer Experience Solutions. Delivered. Portal Manager: Mobile Editing 28

29 Customer Experience Solutions. Delivered. Compliance: Approval Workflow 29

30 Customer Experience Solutions. Delivered. Compliance: Logging, Audit Trail, Archiving 30

Customer Experience Solutions. Delivered. Challenge: Efficient online Marketing & Sales 31

Customer Experience Solutions. Delivered. Targeting: Sales Campaigns 32 32 32

33 Customer Experience Solutions. Delivered. Targeting : Segmentation & 1: 1 Marketing Social Google … TRACKING BEHAVIOR CUSTOMER PREFERENCES Implicit Profiling Explicit Profiling Customer Profile Data Targeting Rules Existing CRM Content Services Integration Services Rendering Services

Customer Experience Solutions. Delivered. Targeting: Rules, Segments and Variants 34 34 34

Customer Experience Solutions. Delivered. Backbase Wrap-up 35

Customer Experience Solutions. Delivered. Backbase Portal: One Integrated Bank 2. 0 Solution BANK 2. 0 Superior User Launchpad Experience App Center Backbase CMS Portal Enterprise Digital Application Marketing Integration Security 36

Customer Experience Solutions. Delivered. Thank You! Jelmer de Jong jelmer@backbase. com AMSTERDAM - NEW YORK - LONDON - MOSCOW - SINGAPORE 37