43rd Efma Congress: Banking Transformation

Congress
Amsterdam
29 to 30 October 2015

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Thursday 29 October 2015

08.15
Welcome coffee & registration
09.00
Developing new retail banking models for the next 10 years
Driving transformation in retail banking to regain customer trust
09:00 - 09:25
Javier San Félix
Santander
Head of Global Strategic Initiatives
Spain
- Why retail banks really need to transform themselves and the ultimate goal of such a journey
- Omnichannel and customer centricity, two core concepts to drive change
- The role of corporate culture in making it happen
- Extracting value from the local & global effort, our experience at Santander
CASE STUDY
Hello bank! by BNP Paribas: the journey from banking to digital banking

09:25 - 10:10
- Launching a digital bank within a well-established banking group
- How are we doing after two and a half years and what have we learnt?
- What new skills do bankers need to compete in the digital banking arena?
Questions and answers
10:10 - 10:20
10.20
Coffee break and networking
10.50
Developing new retail banking models for the next 10 years
Is competition in banking good for customers?
10:50 - 11:15
- What constitutes healthy competition?
- What will be the impact of so-called "challenger banks"?
- How does Tesco Bank put customers first?
Establishing a bank in the future
11:15 - 11:40
Anthony Thomson
Atom Bank
Chief Executive Officer and Chairman
United Kingdom
- Solving the customer-centricity, cost/income conundrum
- What is remote banking?
- Mis-selling or mis-buying
- The cost of human capital
Creating a Challenger Bank – bringing more competition and better banking to UK consumers
11:40 - 12:05
- The retail banking market and the need for more competition
- Building TSB and creating Britain’s Challenger Bank
- Creating the right customer focus and cult
Questions and answers
12:05 - 12:20
INTERACTIVE SESSION
Learning from each other: success and failure in Retail Banking Strategy and implementation - sharing experiences

12:20 - 13:05
Joe Liddane
Setanta Performance International
Managing Director
United Kingdom
13.05
Lunch
14.30
Customer centricity and people skills Part 1
Customer centricity and customer experience management at the heart of the new retail banking model
14:30 - 14:55
The importance of people development and skills in the new retail banking model
14:55 - 15:20
Operational Efficiency in Financial Services Organizations (pas encore annoncée sur le site)
15:20 - 15:45
Questions and answers
15:45 - 16:00
16.00
Coffee break and networking
16.30
Customer centricity and people skills Part 1
IT Transformation: enabling the new style of banking
16:30 - 16:55
Paul Liptrot
HP
Director - Global Cloud GTM - Financial Services
United Kingdom
- IT transformation on a very large scale: a case history
- Mapping business imperatives to key IT transformation areas
- Examples from HP references
Customer relationship management changes in the ‘post branch world’
16:55 - 17:20
Suvrat Saigal
National Bank of Abu Dhabi
Managing Director and Head of Global Retail
United Arab Emirates
- Analytics - moving from ‘ask’ to ‘infer’
- Is digital a cost or a revenue play?
- The changing role of human interaction
Transforming the retail banking model for a multi-country bank
17:20 - 17:45
Ferenc Berszan
Raiffeisen Bank International
Head of Consumer,Small Business Banking & Premium Banking
Austria
- Background and challenges of operating in different markets – the RBI story
- Changes in customer behaviour and market conditions – comparison across different geographies
- Prioritising and transforming the retail banking model – evolution or revolution?
- Main lessons and keys to future success
End-to-end redesign: transformation of a branch-based banking model
17:45 - 18:10
Markus Gremmel
BAWAG P.S.K.
In transition
Austria
- New concepts for branches: transactions versus advisory
- Shift to digital: from transactions to services to sales
- Products - combine push and pull
- Partnering as value creator
Questions and answers
18:10 - 18:25
18.25
End of day 1
19.00
Boat tour, hosted by Backbase. The best way to discover beautiful Amsterdam

Friday 30 October 2015

08.15
Welcome coffee
09.00
Customer centricity and people skills Part 2
Linking customer satisfaction to sales and profitability
09:00 - 09:25
Hakan Nordblad
Westra Wermlands Sparbank
Chief Executive Officer
Sweden
- Is there a business case for having customer satisfaction as a key driver?
- Finding the link between customer satisfaction and sales and profitability
- Pros and cons of living with customer satisfaction as a key driver
Driving Customer Experience through Digitization
09:25 - 09:50
Nino Masurashvili
TBC Bank
Deputy General Director, Retail Banking
Georgia
Questions and answers
09:50 - 10:05
10.05
Coffee break and networking
10.35
Customer centricity and people skills Part 2
Transforming the retail branch and operating model
10:35 - 11:00
Fady Obeid
Bank Audi
Assistant to Chief Operational Officer
Lebanon
CASE STUDY
Improving productivity in a multichannel-native bank:

11:00 - 11:45
Alessandro D'Agata
CheBanca!
General Manager
Italy
- Increasing branch productivity
. new ATM functions to free up time at the front-end
. monitoring inbound sales productivity
. new service station to serve mass-market customers remotely
- Achieving contact centre effectiveness
. contact centre segmentation: results
. online collaboration to serve premium customers: first results
Retail banking in CEE: Future of back-office digitalization
11:45 - 12:10
Frigyes Schannen
Roland Berger
Managing Partner
Hungary
Questions and answers
12:10 - 12:25
STUDY PRESENTATION
Omni-channel banking: The digital transformation roadmap

12:25 - 12:50
Jouk Pleiter
Backbase
Chief Executive Officer and Co-Founder
Netherlands
- Best practices in implementing the bank of tomorrow
- Strong focus on digital and mobile banking & the omnichannel customer journey
- Best practices in creating a true cross-channel digital bank
- How to create an outside-in customer experience architecture, putting your customer first
- How to enable e-business professionals to easily manage your digital bank, reducing IT dependencies
INTERACTIVE SESSION
Learning from best and worst practice, taking lessons back to our banks. What can we implement immediately and how?

12:50 - 13:15
Joe Liddane
Setanta Performance International
Managing Director
United Kingdom
13.10
Lunch
14.40
Managing channel development and operational efficiency
Human error and continuity assurance
14:40 - 15:05
Klaas van der Laan
Rabobank
Senior Vice President IT
Netherlands
- Why we make mistakes
- Rethinking human errors and the causes of IT failures
- How to protect ourselves and customers from negative impact
CASE STUDY
Developing a new multichannel retail banking model that enhances the added value of human relationship in the digital world

15:05 - 15:50
Olivier Chédeville
Société Générale
Director of Multichannel Strategy
France
- Developing a digital strategy based on a multichannel approach- how to measure its profitability
- Old channels, the future of new channels?
- Old channels at the heart of social media strategy
STUDY PRESENTATION
Omni-channel banking: The digital transformation roadmap

15:50 - 16:15
Jouk Pleiter
Backbase
Chief Executive Officer and Co-Founder
Netherlands
- Best practices in implementing the bank of tomorrow
- Strong focus on digital and mobile banking & the omnichannel customer journey
- Best practices in creating a true cross-channel digital bank
- How to create an outside-in customer experience architecture, putting your customer first
- How to enable e-business professionals to easily manage your digital bank, reducing IT dependencies
Questions and answers
16:15 - 16:30
16.30
Refreshments
17.00
End of the conference
Managing channel development and operational efficiency
End of the conference
Managing channel development and operational efficiency
End-to-end redesign: transformation of a branch-based banking model
17:00 - 17:25
Markus Gremmel
BAWAG P.S.K.
In transition
Austria
- New concepts for branches: transactions versus advisory
- Shift to digital: from transactions to services to sales
- Products - combine push and pull
- Partnering as value creator
Embracing a customer-centric model in retail banking
17:25 - 17:50
Jocelyne Chahwan
Blom Bank
Deputy General Manager- Head of Retail Banking
Lebanon
- How are we putting users at the centre of the product universe?
- Innovative product development
- Embracing the new trend in the changing environment: social media as a lever
- Moving into the era of smart banking and reshuffling the branch concept
Questions and answers
17:50 - 18:00

Best of Efma Week

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  • Discover the best banking transformation strategies at the 43rd Efma Congress   
    29-30 October

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