Backbase Customer Experience Platform

Backbase Customer Experience Platform (CXP) helps you create rich, interactive web portals and mobile applications. Allowing you to create, and manage deeply relevant customer experiences on any device. Delighting your customers and driving measurable business results.

Backbase CXP comes with a complete set of integrated customer experience management functions, including: integrated content management, what-you-see-is-what-you-get editing, intelligent forms-based dialogs, secure application integration, cross device delivery, smart targeting, digital marketing tools, and integrated analytics.

At the same time, Backbase CXP offers robust enterprise security and application integration technology that helps you integrate your existing systems and applications with ease, enabling you to leverage your previous IT investments.

Powered by Widgets

Backbase CXP is powered by widgets, which are essentially stand-alone mini applications. They work like modular building blocks, taking the content and functionality they need from different underlying systems and combining it into completely new applications. Widgets are incredibly flexible, they can be reused across multiple portals and devices, combined with each other to create more dynamic contextual experiences, and wrapped in OS specific mobile containers to be deployed to any mobile device, channel, or app store.

Security & Single Sign-On (SSO)

Backbase CXP integrate seamlessly with the existing security infrastructure, including identity management (IDM) and single sign-on (SSO) systems among others. It has been designed from the ground up with a dedication to providing total security. It comes with enterprise ready security connectors that support chaining authentication systems as well as the creation of proprietary authentication systems. All existing customer and business-user credentials can be easily mapped to Backbase CXP with the access control rules intact.

Application Integration

One of the key strengths of Backbase CXP is its robust integration services, which can pull content, applications, or functionality from existing systems, or a 3rd party, and transform them into fresh new interfaces, or composite applications, without compromising enterprise security. Backbase CXP is designed to aggregate content, applications, and functionality from any web application (HTML integration) or web service (data integration using XML, WSDL, and UDDI open standards) and assemble it into a portal, page, or app. The application integration services help businesses leverage and reuse existing back-end systems and transform their assets into a modern, cross-device customer experience.

Digital Marketing Capabilities: Empower Business & Marketing Teams

Backbase Customer Experience Platform (CXP) can be easily managed and optimized by the business teams at your bank. With full web content management (WCM), digital marketing, and mobile application development support, content editors and digital marketers can optimize content, run digital marketing campaigns, and edit the entire website, secure portal platform, and mobile apps in an easy-to-use management environment.

Visual Editor

  • Easy-to-use in-context-editing capabilities to update content and apps across marketing sites, secure internet banking and mobile apps.
  • Customizable workflows for verification and publication rules.
  • Reuse content and content assets across all digital touchpoints.

Targeting & Analytics

  • Target content, widgets, and apps based on existing customer segments and customized targeting rules that use behavioral, contextual, social, and CRM derived data.
  • Use information gathered via the PFM module (including 3rd party accounts and products) for cross- and up-sell and gain extra insight in the total size of wallet.
  • Integrated analytics spanning all channels, including regular web, mobile apps, and tracking every action, from page views to events.
  • A/B and Multivariate testing.

Omni-Channel Campaigns

  • Create and manage omni-channel marketing campaigns from a centralized dashboard.
  • Distribute campaigns to your marketing site, internet banking platform, native mobile apps, social channels, and 3rd party websites.
  • Facilitate omni-channel onboarding and track visitors across channels to ensure consistent messaging and a singular process.

Mobile Management

  • Gain full control over the customer journey on mobile from updating responsive websites, to pushing new content and campaigns to native apps.
  • Instant preview of mobile customer experiences before publishing.
  • Advanced mobile and cross-device analytics. Track a single user as they navigate between devices and channels.

Direct Customer Communication

  • Communicate directly with your customers via the integrated message center.
  • Push important notifications and alerts to customers’ mobile devices.
  • Offer real-time customer/advisor communication services.
  • Integrated Click-2-Chat and Click-2-Call functions for easy access to your call center.

Origination & Self Service

  • Facilitate smooth, cross-channel, onboarding on any device.
  • Enable customer self-service and self-management.
  • Empower business teams to create, edit, manage, and optimize forms and the business logic behind them.

Mobile First

Backbase CXP is ready to run on any mobile operating system out-of-the-box. It is pre-optimized for omni-channel customer journeys where a transaction begins on one device but ends on another. Typically, a customer may begin researching loan interest rates on their mobile but move on to another device, such as a tablet or PC, to fill in the form. They may also contact the call center for assistance in completing the form, in which case the service representative can look over the customer’s shoulder ‘virtually speaking’, and guide them through the application.

Backbase CXP comes with a responsively designed marketing website and portal environment that automatically scales to the screen it’s being viewed on, whether that’s a 24” monitor or a small smartphone. It also includes a hybrid app, wrapped in native app containers, and completely native iOS and Android apps that use back-end API’s to consume the required data. You can choose one approach or mix and match until you find the mobile strategy that best suits you and your customers. Backbase CXP supports all the most commonly used platforms, including iOS, Android, and Windows.

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