Webinar Jan. 27, 2011: The Engagement Banking Strategy - presentation by Jouk Pleiter, CEO & Co-Founder of Backbase. Our vision on Engagement Banking.

1. Customer Experience Solutions. Delivered. 1
Engagement Banking

2. Customer Experience Solutions. Delivered. 2
INTRODUCING : RICH PORTAL SOFTWARE

3. Customer Experience Solutions. Delivered. 3
Value Proposition
Customer Engagement

4. Customer Experience Solutions. Delivered. 4
Transform your
online channels
into a Customer
Engagement Platform

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Vision (1) : Outside-In Approach
INTERNAL WEB
SYSTEMS INSIDE-OUT ENABLEMENT
AND PLATFORMS APPROACH

6. Customer Experience Solutions. Delivered. 5
Vision (1) : Outside-In Approach
OUTSIDE-IN
APPROACH
Customer
CUSTOMER Engagement
EXPERIENCE
INTERNAL WEB
SYSTEMS INSIDE-OUT ENABLEMENT
AND PLATFORMS APPROACH

7. Customer Experience Solutions. Delivered. 6
Vision (2) : User Experience Layer
Online – Any Device Call Center Branch
(public, personal) Agents Office
Customer Engagement Portal
Advisory Tools
Business Rules
1:1 customer treatment Simulation, Calculators, …
(targeting, segmentation) Re-Usable
Widgets
Customer Profile Content
collect customer preferences Consistent across Channels
(implicit & explicit)
Core Banking Other Back-end Functions 3rd Party Functions
Transactional CRM, … PFM, …

8. Customer Experience Solutions. Delivered. 7
Vision (3) : One Site with Seamless Journey
 Traditional banking sites suffer from the silo
syndrome. How to get it right?
 Create a single site – with seamless transition
from open to closed
Open Closed Open – Soft Login - Secure
 Benefit:
1. seamless customer journey
2. integrated secure architecture
3. Single platform to manage, monitor and optimize

9. Customer Experience Solutions. Delivered. 8
Vision (4) : One Platform, Multiple Devices
Tablet Smart Phone PC
BACKBASE Front
Bank 2.0 Portal Office
unified
desktop
Social Networks
Cloud Enterprise
Content, Data & Services Content, Data and Applications

10. Customer Experience Solutions. Delivered. 8
Vision (4) : One Platform, Multiple Devices
Tablet Smart Phone PC
BACKBASE Front
Bank 2.0 Portal Office
unified
desktop
Social Networks
Cloud Enterprise
Content, Data & Services Content, Data and Applications

11. Customer Experience Solutions. Delivered. 9
Vision (5) : Multi-Channel Experience
Online (open / protected) CCC Branch
Visitor / Customer Advisor Agent
Secure & Integrated Information
SAME INTERFACE Non Secure
Personalized Accessible from a single point
Full access to Full access depending on
ACCESS RIGHTS Free Access
Personal Data Authorization Level
Detailed Info Advanced Info &
Basic Info
INFORMATION Relevant Info Easy Information management
Access to Customer simulation
Generic Personal
TOOLS Results – Cross & Up sell

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14
Vision (6) : Customer Engagement Platform
Web Site 1.0
Core Banking Systems & Processes

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14
Vision (6) : Customer Engagement Platform
Customer Engagement Platform
Web Site 1.0
Core Banking Systems & Processes

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14
Vision (6) : Customer Engagement Platform
Customer Engagement Platform
Web Site 1.0
Core Banking Systems & Processes

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14
Vision (6) : Customer Engagement Platform
Superior Customer Mobile Personalization
Experience In Control Optimized & Targeting
Customer Engagement Platform
Web Site 1.0
Content / Profile Security & Application App Store
Management Access Control Integration (web 2.0)
Core Banking Systems & Processes

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15
Vision (7) : Faster time to market
CHANGE REQUIREMENTS
Flexible
UX-Layer
CHANGE CAPABILITY
INTERNAL
SYSTEMS
AND PLATFORMS

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Solution Overview
Bank 2.0 Portal

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17
Bank 2.0 Portal : Empower Multiple Stakeholders
Customer
in Control
BANK 2.0 Customer Portal
Business
E-Business Portal Manager
in Control
Security Aggregation Personalization Content Presentation
Services Services Services Services Services
IT
Customer Engagement Platform in Control
Core Banking Systems & Processes

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Bank 2.0 Portal
Customer In Control

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19
Customers : Personal & Relevant Customer Experience
CUSTOMERS
Customer Any Place
in Control Any Device
E-BUSINESS
Business Manage &
in Control Optimize
IT
IT Secure &
in Control Flexible

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Customer
in Control
ABN AMRO – Demo Portal

22. Customer
in Control
ABN AMRO – Demo Portal (iPad)

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22
Dashboard with Ask My Advisor

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23
Dashboard with Ask My Advisor

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24

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Customer
in Control
Bank 2.0 : Any Place, Any Time, Any Device

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Bank 2.0 Portal
E-Business In Control

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Business : Easy Portal Management, Less IT support
CUSTOMERS
Customer Any Place
in Control Any Device
E-BUSINESS
Business Manage &
in Control Optimize
IT
IT Secure &
in Control Flexible

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Business
in Control
Portal Manager : e-Business Dashboard

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Business
in Control
Portal Manager : In Context Portal Editor

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Business
in Control
Portal Manager : Quick Content Edits

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Business
in Control
Portal Manager : In Context Targeting

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Business
in Control
Portal Manager : WYSIWYG Preview (regular browser)

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Business
in Control
Portal Manager : Preview (tablet optimized)

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Bank 2.0 Portal
IT In Control

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IT in Control : Portal Technology Services
User Experience
Layer
Loosely Coupled
Integration
Web Oriented
Architecture
Internal Systems
& Processes

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36
Portal Architecture : Portal Services
BB PORTAL
Presentation Services
Security Personalization Mash-up Content
Services Services Services Services
USER CONTENT
PROFILE REPOSITORY
Existing infrastructure

38. Customer Experience Solutions. Delivered. 33
Thank you for your Time
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