Upcoming event
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Multichannel and micro-channelling
Overview
Most banks now operate through various distribution channels. However, managing and integrating these channels within an increasingly complex and challenging operating environment has become very difficult.
The Congress will therefore explore the pressing need to:
• Streamline operations: Banks must reduce costs and increase efficiency. This may lead to branches closing and lower staffing levels in all channels, which will affect the quality of service and the ability to cross-sell.
• Develop new approaches: The next decade will see significant changes in how banks manage their distribution channels. Multi-channel distribution is here to stay, so banks need to develop strategies that enhance performance whilst meeting customer service and convenience demands.
• Meet customer needs: The forthcoming decade could see a focus on micro-channelling - adapting channels to meet individual customer needs.
Key issues
The conference will discuss various strategic and practical issues, including:
• Customer-driven channel management: Developing the right multi-channel strategy for the next decade. The future roles of the branch and the customer relationship model. Building micro-capabilities within each channel. Rebuilding customer trust and confidence and creating an integrated customer experience. The role of self service and automation.
• Creating the right channel mix: The use of channel performance metrics and targeting. Transforming the online buying experience. The future role of customer contact centres. Using technology to improve connectivity and communication in all channels. Taking advantage of social networks.
• Improving staff capabilities: Recruiting and training the right staff for each channel. Changing the staff culture and improving customer communication techniques and contact strategies. Moving towards an advisory sales distribution model.
- REPORT
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• “The Retail banking advisory council” report by Efma and Microsoft
• The Oracle study: “Are banks ready for the next generation customer?”
• “Social media and financial services” by Efma and Aite Group
• The Efma-Infosys Technologies report: “Innovation in retail banking”
• The 6th annual Efma-Finalta: “Multichannel management report”
- GRAND PRIX
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Efma is holding the 34th edition of its Grand Prix, the single reward for the advertisements produced by the European banks and insurance companies.
We invite you to enter this competition free of charge.
Your institution can win one of the two awards: the “best poster” or the “best video”.
To take part you must fill the participation form and forward to us the advertisements before Friday 24 September 2010.
Do not hesitate to contact Vincent Guéganic to obtain more information.
Participation form.
Rules.
- PARTNERS
