Why you should join EfmaLIVE

This series of 5 online meetings will give you the chance to connect with your peers from all over the globe and shore up your response plan with concrete actions. It is a free online event and available for the entire Efma community (members and non-members) to enjoy.

Deep dive

In-depth presentations from senior banking executives and renowned experts who will address top of mind topics such as digitalization with the human touch, new ways of banking, workforce transformation, cost efficiency, and collaboration with Fintechs.

Live & interactive

Engaging sessions, panel discussions, thought-provoking Q&As, in-depth overviews of sought-after Efma studies created with leading experts such as Capgemini, BCG, Google, Infosys, Microsoft, and McKinsey.


To support you during these uncertain times, we have created this new online experience for the entire Efma community (members and non-members). Designed to offer a trusted environment empowering industry executives to connect, this digital-first event will allow you to make the right connections for your business.

Efma community

Efma understands the importance of sharing and facilitating best practices from across, especially in a year such as our current one. Experience the sharing culture that we create and foster at our events, be it digital or physical.

Exclusive access to replay and presentations for Efma members 🔑

Watch replay See presentations

Associate members and sponsors

Speaker line-up

Vincent Larramendy

Head of Digital Communication
Banque Transatlantique

Yvon Moysan

Co-Founder & CEO
Hussar Consulting

Philippe van Fraechem

General Manager, North Europe & Worldwide Programme...

Lubomir Olach

Director, International Membership Development

Emel Çuhacı

Innovation and Customer Experience Director Alternative Distribution...
Yapi Kredi Bankasi

Supaneewan Chutrakul

First Senior Vice President - Retail Business...

Khomotso Molabe

Chief Information Officer, Standard Bank South Africa
Standard Bank

Deepak Sharma

President & CDO
Kotak Mahindra Bank

Istvan Kovacs

Senior Strategic Partnerships and Ecosystems Manager
Raiffeisen Bank International

Jenni Rantakari

GM of Modern Work

Francisco Perez

Director of Innovation Strategy

Shahzad Shahid

Chief Executive Officer

Kazuya Sakakibara

Executive Officer, Head of Innovation
au Jibun Bank Corporation

Paolo Barbesino

SVP, Head of Multichannel Banking
Emirates NBD

Alexandra Syrovatski

Head of Finance for Google Cloud
Google Cloud

Marnix Zwart

Global Head, Partnerships, Retail Banking
Standard Chartered Bank

Andrea Bressani

Partner and Director

John Berry


Jean-Marc Pailhol

Allianz Partners Board member & GSP Chief...
Allianz SE

Carlos Lopez-Moctezuma

Global Head of New Business Models, Open...

Bidyut Dumra

Executive Director / Head of Innovation
DBS Bank Singapore

Elias Ghanem

Vice President, Global Head of Market Intelligence,...

Enrique Lizaso Olmos

Founder & MD
Multiverse Computing

Jimmy KOH

Chief Commercialisation Officer of TMRW Digital Group
United Overseas Bank Group

Duena Blomstrom

Co-Founder and CEO

Jim Marous

Owner and Publisher of Digital Banking Report,...
The Financial Brand

Slawek Koziol

Project Lead – Europe

Juan Carlos Rodríguez Iñigo

Head of Payments Latin America

Arun Krishnan

Vice President & Global Head of Engineering
Infosys Finacle

Rafael Forte Araújo Cavalcanti

Head of Data Science
Banco Bradesco

Frederic de Melker

Managing Director Personal Banking

Zsofia Jokai

Product Owner of RaiCOnnect; Digital Banking Expert
Raiffeisen Bank International

Ali Yalçin

Head of Agile Transformation

André Jerenz

Associate Partner
McKinsey & Company

Silvia Cunill Calvet

Regional Manager Iberia, Africa & Latam. Innovation...

Brett Beranek

VP and General Manager Security & Biometrics

Lars Linder

Head of Nordic Corporate Offering

Laurent Herbillon

Director Open Innovation & Startup Cooperation
BNP Paribas

Fahim uz Zaman

General Manager, Middle East & Africa

Antoine Larmanjat

Technical Director
Google Cloud

Escolástico Sánchez Martínez

Executive Director

Philip Tuddenham

McKinsey & Company

Peter Tilton

SVP Digital
Royal Bank of Canada

Line Munkholm Haukrogh

Senior Vice President, Global Head of UX,...
Danske Bank

Urszula Wysocka

Country Manager Poland, Physical Channels Council Director...

Axel Reinaud

Senior Partner & Managing Director

Hans Van der Horst

Head Global Tribe Customer Data Management
ING Group

Aman Narain

Global New Payments Ecosystems Lead

Edwin Van der Ouderaa

Senior Managing Director, Customer Sales and Service

Digitalisation and how to make it more human
10.35 - 10.55 AM

- The significant changes in banking customer behaviour that Covid-19 has triggered across the globe, according to the results of our BCG-Rebex Pulse Survey
- The acceleration of a process that was already emerging: the implementation of the bionic company or, in retail banking, of the bionic distribution network.

10.55 - 11.15 AM

-  As a customer expectations change - and evolve - in an increasingly digital context, how we meet their needs is also transforming, buoyed no less by COVID-19. 
- At Danske Bank, we strive to understand our customers’ behaviour to empower them with contextual digital insights and advisory to make healthy financial decisions.  
- We are also fundamentally transforming our operating model to navigate through this change, with a focus on how we can best bridge our advisors’ expertise with digital self-service to guide customers through their financial decisions.

11.15 - 11.35 AM

- Overview and background of TMRW Digital Group
- Lessons learnt whilst launching the digital bank in Indonesia
- Digital banking imperatives amidst the new normal

11.35 - 11.45 AM

- Open Innovation and Platform economy trends
- Hussar Academy, an edtech company with an open innovation ecosystem
- Banque Transatlantique, the acquisition of young generations as a main challenge
- How the young can help us ? Creativity Week Hackathon learnings

1.00 - 1.20 PM

- As banking shifts to becoming increasingly digital, it will be more important than ever to make clients feel known. RBC is delivering world-class experiences that are highly personalized to the individual.  
- At a macro level, the bank is creating unique experiences for specific segments, like students, entrepreneurs and self-directed investors. At a micro level they’re tailoring advice and insights to the individual through its NOMI suite of capabilities and personalized financial plans in MyAdvisor.   
- Digitizing Advice – the notion of keeping people connected to advisors, even when they have personalized solutions at their fingertips.

2.00 - 2.00 PM

New ways of banking - Monetizing new banking models
10.10 - 10.30 AM

- AI adoption keeps growing in banks
- More than a technology, AI brings a disruptive cultural change

10.30 - 10.45 AM

- DBS approach to Innovation
- Why simply innovating is not enough
- DBS is moving from BAU (business-as-usual) to IAU (Innovation-as-usual)

10.45 - 11.00 AM

- previous model vs current approach 
- main structural and content achievements in our innovation model and pipeline
- the future is uncertain but we have a vision for it

11.00 - 11.15 AM

- CaixaBank relaunches imagin as a digital services and lifestyle platform dedicated to the creation of digital services, both of a financial and non-financial nature, for the younger user
- In the new model relationships with users do not begin with a bank account, but rather with user registration on the platform with just their email address and password
- Imagin aims to accompany users in their day-to-day experiences and create community. Being a modular platform that generates engagement and adapts to our users needs and preferences is key
- Imagin knows that users want things to be made simpler. That’s why we want to bring the best experiences to the palm of their hand: music as an emotional axis, exclusive content related to innovation, gamming, mobility and lifestyle, as well as a partnership program with leaders in the digital environment.

11.50 - 12.10 PM

- Voice, what else?
- Are we reaching Voice Activated Banking?
- What is the state of maturity of these technologies?
- What is your current application?
- How to improve customer experience and security with voice banking

12.10 - 12.30 PM

- Financial industry needs to digitize faster than ever in the post-Covid world.
- Old authentication and fraud prevention methods (Passwords, OTP SMS, Security Questions) are no longer working.
- Server-side biometrics key to transforming banking to break-free from the legacy way of doing business.

12.30 - 12.50 PM

- Digital-first bank created by a traditional megabank but branded separately
- Unique business model to form a stand-alone entity in collaboration with a large telco
- Outstanding UI for better UX – backed by full use of innovations

12.50 - 1.10 PM

- Partnership model
- Business model
- Experience
- New value / innovation 

1.10 - 1.30 PM

- How we are accelerating digital growth
- Why partnerships are crucial

1.30 - 2.00 PM

When COVID-19 shut down the world, financial institutions needed to respond in an instant, creating solutions for consumers and businesses that shifted to digital channels. The focus on the digital customer experience accelerated innovation and the digital transformation process. 

2.20 - 2.20 PM

Workforce transformation - Building the workforce of the future
10.10 - 10.30 AM

- Changing the landscape of modern work
- Transformation through culture, people and technology

11.40 - 11.55 AM

We’ll look at the best-practice journey towards new ways of working and inspiring a lasting change in how teams work. Additionally, and we will discuss selected best practices regarding Agile operating model design, setting of objectives and key results, planning and prioritization of work, employee roles and career paths based on real-life examples from financial institutions

12.10 - 12.25 PM

- It’s never about the technology or the process – it’s about the people
- The fastest lever of change can be found at the team level in bettering their dynamics
- Psychological Safety can and should be measured and improved through human interventions at the team

Collaboration with BigTechs & Fintechs
10.50 - 11.00 AM
11.00 - 11.10 AM

In a recent new paradigm, BigTech firms and traditional banks look more to a defined role to play in the FS ecosystem, rather than being in competition.

A collaboration between a bank and a BigTech might be a success formula where banks gets to expand its reach and deliver superior customers and BigTech firms gains proximity to their customers and become an integral part of their lives.

However, every player in the ecosystem is willing to maintain their connect with the customers.

How will the ecosystem look like?

12.00 - 12.00 PM

Cost Efficiency - Winning the banking productivity race
10.10 - 10.30 AM

For banks, COVID-19 exacerbates the economic pressures already felt heading into 2020. Many banks are looking to improve productivity and fundamentally reimagine their operating models as a result. However, while most banks have experience improving productivity, this time is different in several ways. In this webinar we will explore the new dynamics of productivity and how banks can adjust their approaches.

10.50 - 11.10 AM

- How COVID has accelerated the digital transformation journey
- Evolution of new business models
- Emerging technology for new normal

11.50 - 12.10 PM

What is the future of the human interaction in banking? COVID-19 has highlighted people’s need for the human touch, but at the same time it has accelerated our shift to digital-by-default. As we enter a world where trading on Robinhood is as easy as using YouTube, and Amazon views every customer call as a “defect”, it’s hardly surprising that many banks regard human interactions as optional to business continuity. In fact, some of the star performers are those banks that have transformed products and services so that customers need not interact with their staff at any stage of the process. However, the success of real-time products enabled by platforms and marketplaces is sparking a fundamental rethink about the essence of financial products – just because they can be designed for zero-servicing, should they be?  It quickly became apparent that call centers enabled for remote working had an unintended effect: they re-architected the customer interaction. Now banks are having to grapple with an unexpected paradox – in our new low-touch STP world, every employee is becoming client-facing. 

1.00 - 1.00 PM

Practical information

The event will take place via Zoom and you will receive the live stream link a few days before and 60 minutes before each session begins. If it’s your first time using Zoom, we advise you to check beforehand that your network firewall and web security gateway settings are compatible with the platform by opening a browser and accessing zoom

Should you have any queries or technical difficulties, you can contact our support team here

This series of 5 online meetings will take place 9-13 November. Each session will start at 10AM CET.
Sessions will be recorded and available on demand for all registered participants.

This event is free for everyone, members and non-members alike.

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