How to turn regulations into meaningful UX for Customers. Marcel Dey Axway GmbH Berlin

Transcription

1 How to turn regulations into meaningful UX for Customers Marcel Dey Axway GmbH Berlin

2 a CEO, CMO / CDO and CIO walk into a Bar 2

3 Google, Amazon, FB are going to build a <<replace with your product>> and we are going to be dead the day after (FIN-)tech is going to kill our business Our Net Promotor Score is the lowest since ages Customers consider us to be old fashioned We will never understand how we can reach Millenials 3

4 4

5 2016 Axway CONFIDENTIAL 5

6 Next generation User Interfaces Things Apps Web VPA (Virtual Private Assistant) Bots Voice 6

7 10 Big Banks using Chatbots today 7

8 Demo 8

9 2016 Axway CONFIDENTIAL 9

10 Imagine Bank s Customer Experience Network (CXN) 11

11 The Platform for Building CX Networks Skill API Get account balance Alexa voice responses API Management Get balances Core Banking Accounts API Concert tickets New Device Notification with Discount Vouchers Entertainment API Communication API 12

12 Different types of APIs - Enterprise Enterprise perspective Internal APIs (private) Exposed by systems that are internal Not meant for consumption outside of the Enterprise More and more required to get exposed outside the enterprise too Core Banking Accounts API Partner APIs (private, public) Provided by or for Partners Growing amout of Partner will result in massive amout of APIs over time ( API SPRAWL ) Entertainment API 13

13 Different types of APIs - API Consumer Data APIs Provide CRUD access to underlying Data Sets Service APIs trigger one or more Actions (Actions do not need to be API based) Can be composite-apis combining multiple Data or Service APIs Core Banking Accounts API /accounts/balance?user=xyz Communication API /communicate?user=xyz&channel=push PUSH 14

14 Technical requirements / challenges - Enterprise Internal APIs Protection (AuthN/z, Quota Limits, Monitoring) Filtering (Method Level, Payload) Documentation (improvements / extensions) Partner APIs Integration, Orchestration comply with AuthN/Z offered by the API Connect and combine with existing Services or Service APIs Monitoring, SLA Management Protection (Quota Limits, API Security ) External Access an Self Service Partner Directory 15

15 Technical requirements / challenges API Consumer Data APIs Connectors Caching Modification Capabilities Service APIs Composition Modification 16

16 Bring agility at the edge Partners Mobile Traditional Multi channels Cloud Social Networks Access points (Outer APIs ECOSYSTEM APIS) Very Frequent Customer Engagement Customer Experience Services/data Access (Inner APIs) Services layer Core Applications / System of Records Multiple intra-day changes to Web & App UX Updates & New Services API & Micro Service Layer to fulfill the needs for new UX components and new Business channels with revenue impact day by day changes Stable Accounting Loans Payments Deposits Core Back-end 6 months change management lead time 17

17 Technology to relief some of the pain Access points (Outer APIs ECOSYSTEM APIS) API Management and Developer Portal Customer Engagement Customer Experience API Composition / Orchestration Banking services/data Access (Inner APIs) Services layer Core Applications / System of Records Accounting Loans Payments Deposits Microservice Runtime and Micro Gateways API enablers / Connectors 18

18 Summary The ever changing amount of Frontends and UX requirements are just about to explode APIs provide a solid infrastructure to build upon todays and upcoming requirements Not every API is of the same kind Layering the architecture into different speeds helps to respond to emerging requirements Selecting the right tool for each Job is essential 19

19 One more thing. Trade your business card against a T-Shirt! Win an API Expert Workshop! Visit our booth! Session: API Managment is not only about security. Its about the Customers Wednesday, 10: Uhr, Minsk Hall Hosting Your Alexa Skill Service on Axway Appcelerator Creating a Twitter Bot on Axway Appcelerator Platform 20

20 Questions 2017 Axway 21