The last year has been one of enormous volatility, uncertainty, complexity and ambiguity  (VUCA) within Financial Services. The pre-pandemic transformation journeys that Financial Services players were on have been, or have to be, reassessed to accelerate and in some cases to de-escalate in terms of priority. It is estimated that it will take 3 years for retail banks to return to pre-2019 levels of profitability with leading retail banks being almost 2x as efficient as the typical player in the sector.

The re-shaping of distribution models for retail banks, linked to the increasing demand for hyper-personalised services is driving a new age in banking-as-a-service models. It is estimated that mobile banking has increased by 30% worldwide with HSBC recently announcing that 96% of UK transactions were made digitally. The stampede by banking customers to online channels has brought with it a series of challenges and opportunities. In addition, the low-interest-rate environment has driven a sense of urgency within Financial Services players to accelerate technology-enabled initiatives to reduce both the cost to acquire and the cost to serve customers.

The market landscape demands newer digital products and services provided by organisations who build a culture of innovation and put hyper-personalised services for their clients at the core.

Join us as we will explore:
  • How hyper-personalisation is going to be a growth driver 
  • How personalisation can help increase customer value with differentiated brand propositions
  • The evolution of platform-based business models in financial services

Speaker presentations

Speaking Institutions


Ken Burke
Ken Burke -
Senior Financial Services Executive - CEO/MD & Non Executive Director
Jesse Weinberg
Jesse Weinberg First National Bank - FNB (South Africa)
Executive Head: SME Customer Segment
Lukas Dzuroska
Lukas Dzuroska Efma
SME Banking Program Director
Rohit Garg
Executive Vice President and Head Business Banking
Fernando Cea
Fernando Cea Globant
Technical Director EMEA
Martin Hyde
Martin Hyde HSBC
Head of HSBC Kinetic
Vikas Krishan
Vikas Krishan Globant
Managing Director Growth and Clients
Dominic Provençal
Dominic Provençal MCB Mauritius Commercial Bank
Head of Business Banking
Rodrigo Castillo
Rodrigo Castillo HSBC México
Chief Information Officer - Retail Bank for Latin America
Jessica Holzbach
Jessica Holzbach
Advisor, Co-Founder and former CCO of Penta
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Any questions?
Dorota Valkova
Dorota Valkova Efma
Communities Manager
Miroslava Tokarova
Miroslava Tokarova Efma
Events Coordinator