CCX Forum: Channels & Customer Experience

Conference
London
16 to 18 May 2018

Event guide Activity feed

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Wednesday 16 May 2018

08.30
Registration and welcome coffee
08.55
The future of retail banking distribution: delivering a superior human experience
Introduction by Philippe Van Fraechem Program Director
08:55 - 09:10

Banks are threathened, digital is everywhere, Uber has no taxis, customers are more demanding with expectations shaped by the customer experience delivered by other cool industries, ...
Such considerations will be addressed only in the introduction, so that all speakers can focus solely on their content

100 ways to persuade and convince customers with neuromarketing How to achieve greater marketing success while spending less money: with a focus
09:10 - 09:40
Roger Dooley
Author, Brainfluence
Author
USA
How is marketing being transformed in retail banking today?
09:40 - 10:10
Javier Mas
CaixaBank
Corporative Marketing Director (CMO)
Spain
Enabling new ways of consuming financial services
10:10 - 10:40
Sébastien Marinot
BNP Paribas (USA)
Manager
France
Refreshment & networking
10:40 - 11:10
Customer journey and digital strategy: demonstrating the link between digitization and shareholder value creation
11:10 - 11:40
Pearlyn Phau
DBS Bank Singapore
Managing Director, Deputy Group Head of Consumer Banking Group & Wealth Management
Singapore
Digitizing the SME Banking experience for customer delight and profitability
11:40 - 12:10
Alberto Gonzalez
Santander UK
Head of Global Transaction Banking, Product
United Kingdom
Panel Discussion: Banks will disappear, branches are dead, GAFAs and fintech will take it all, etc.
12:10 - 12:40
Evren Sahin
Yapi Kredi Bankasi
Director – Digital Banking
Turkey
Ozkan Aykut Demir
Pisano
Chief Executive Officer
United Kingdom

Efma is making sure interesting fintech exhibit during the CCX forum in the fintech village.
Different gamification approaches will be proposed to visit the fintech village, including a best-of-show contest

12.40
Theme-based Lunches
Roundtable thematic discussions at each table during lunch: how to sell more through digital? Customer experience best practices examples from other industries?
12:30 - 14:00
14.00
Channels Conference
Customer Experience Conference
Channels Conference
Intesa Sanpaolo’s customer-centric physital transformation
14:15 - 14:15
Diana Biggs
HSBC
Head of Digital Innovation, UK & Europe
United Kingdom
Paola Laruffa
Intesa Sanpaolo
Head of Transaction Journeys and Cross Channel Capabilities
Italy

- The impact of emerging technologies on bank proposition
- Developing proposition opportunities
- Driving real innovation through testing and learning

STUDY PRESENTATION: Bank as a platform: essential tools for open banking and PSD2
14:15 - 15:15
Andrei Charniauski
Finastra
Product Strategy and Market Intelligence
United Kingdom

Findings of a global survey on open banking covering the evolution of banking business models, IT architecture and approaches to talent acquisition.

Revenue model - Building an ecosystem/ marketplace
15:15 - 15:45
James Buckley
Infosys Finacle
Global Head of Financial Solutions
United Kingdom

- Our 1st year as a digital mobile-only bank
- Customer experience
- “Starling Pulse,” a real-time feed that displays all account activities”

Refreshments & networking
15:45 - 16:15
Branch of the future: a tangible transformation process
16:15 - 16:45
Julian Sawyer
Starling Bank
COO
United Kingdom

How the hybrid branch can strike the right phygital balance to keep the customer relationship at the centre of bank strategy

Fintech session: Fintech speed presentations
16:30 - 17:00
Mark Aldred
Auriga
Head of Sales, International
United Kingdom
Dave Palmer
Nationwide Building Society
Head of Mobile & Digital Banking
United Kingdom
Olivier Berthier
Moneythor
Founder & CEO
Singapore
Janice Diner
Horizn
CEO - Founder
Canada

Personalisation comes to digital banking
others to follow

FINTECH VILLAGE VISIT
17:00 - 17:30

Together with all the attendees of the event, join us for an interesting Fintech exhibition. Different gamification approaches will be proposed during the Fintech village visit, including a best-of-show contest...make sure not to miss out!

Customer Experience Conference
How to prepare for the accelerating threat of social media companies entering the financial services space
14:15 - 14:15

Member First: a legacy of service to those that have served


 

Customer 2020 transformation programme
14:15 - 15:15
Guy Ziv
PayKey
VP Sales
Israel
Maritza Perez Bermundez
Davivienda's Bank
Executive Vice President of Retail & Marketing
Colombia
Karin Van Hoecke
KBC Bank
General Manager, Digital Transformation
Belgium

- How KBC stays in the sweet spot of long-term winners. How we create a user experience that makes our customers smile 

New innovation trends impacting customer journeys
15:15 - 15:45
Refreshment & networking
15:45 - 16:15
Connecting cores and Fintech solutions seamlessly and seriously
16:15 - 16:45

Round tables composed of 10 participants will brainstorm on brand new features that could be created to improve the customer experience.
The various tables will have different themes such as: digital marketing, big data, AI, design thinking, etc.
Each table will distribute a summary of new functions per theme.
Efma, together with an Associate Member, will analyse those new ideas via our new fintech portal, and will indicate if an idea has already been developed by a fintech, OR if it is really new.

The new features will be discussed in the afternoon on day 3 in a new session.

Fintech session: Fintech speed presentations
16:30 - 17:00

- Innovation is nothing without adoption
 - others to follow

FINTECH VILLAGE VISIT
17:00 - 17:30

Together with all the attendees of the event, join us for an interesting Fintech exhibition. Different gamification approaches will be proposed during the Fintech village visit, including a best-of-show contest...make sure not to miss out!

Workshop based on roundtables: The new features will be discussed in plenary in the afternoon on day 3 in a new session.
17:30 - 17:50

Round tables composed of 10 participants will discuss features that improve customer experience.


The various tables will have different themes such as: Awareness, Consideration, Application, Approval, Usage, Upsell/Cross Sell


A summary will be discussed in plenary in the afternoon on day 3 in a new session.


Thursday 17 May 2018

09.00
Conference Channels
Conference Customer Experience
Conference Channels
Registration and welcome coffee
08:15 - 09:00
AI – predictive analytics & personalization
09:00 - 09:30
Alina Agurida
Raiffeisen Bank International
Director, Digital Retail Banking
Austria

- What does it take to build the next generation mobile banking apps?
- How to sell more through mobile
- A user-centric design approach
- Agile delivery model

CASE STUDY: Driving sales and conversion through mobile solutions
09:30 - 10:00
Robert Piotr Hibner
mBank
Head of Digital Channels
Poland

- How to design mobile UX to drive customer engagement and traffic
- Mobile apps from a service into a sales channel
- How to combine big data, UX and customer context to deliver real mobile first products

PANEL DISCUSSION: Selling more through digital channels
10:00 - 10:30
Andrew White
Vidyo
Vice President, EMEA
United Kingdom
Adam Miziolek
PKO Bank Polski
Director of Mobile & Online Sales/Value Added Services Business Development
Poland
Maciej Ulaszewski
Consdata
Co-Founder & COO
Poland

GAFAs, neo-banks and fintechs have other ways of interacting with customers. How can we learn from them?

Refreshment & networking
10:30 - 11:00
Intesa Sanpolo’s customer-centric phygital transformation
11:00 - 11:30

- Rethinking multichannel interactions to eliminate
- customer hassles
- Driving transformation through customer journey management

SPEED PRESENTATIONS from 2017 Innovation awards winners
11:30 - 12:00
Renato Dorrucci
Intesa Sanpaolo
Group Head of HR Planning & Development
Italy

Several 2017 Efma-Accenture innovation awards winners and nominees will be presenting their innovations.
Presentations will be short (maximum 10min) and will focus on the essential details: concrete results, demo, etc.

FINTECH VILLAGE VISIT
12:00 - 12:30
Conference Customer Experience
Registration and welcome coffee
08:15 - 09:00
Creativity in problem-solving with the intellectual horsepower, fail-fast mindset and necessary moxie to deliver exceptional results in our rapidly evolving digital landscape
09:00 - 09:30
STUDY PRESENTATION: The video banking revolution
09:30 - 10:00
Roger Simpson
HSBC
Global Head of Digital MC
United Kingdom
New customer engagement with smart technology - some case studies explained
10:00 - 10:30
Peter Vandeput
KBC Bank
Senior Project Manager
Belgium

- How to win the digital customer?
- Next generation of intelligence systems
- Joint sessions with a customer

Refreshment & networking
10:30 - 11:00
STUDY PRESENTATION: Data as a driver for revenue growth
11:00 - 11:30
SPEED PRESENTATIONS from 2017 Innovation awards winners
11:30 - 12:00
Eylem Özen Bastürk
Cbot
Strategy & Business Development Head
Turkey

Several 2017 Efma-Accenture innovation awards winners and nominees will be presenting their innovations.
Presentations will be short (maximum 10min) and will focus on the essential details: concrete results, demo, etc.

FINTECH VILLAGE VISIT
12:00 - 12:30
12.40
THEME-BASED LUNCH Roundtable thematic discussions at each table during lunch
Roundtable thematic discussions at each table during lunch: new data privacy regulations, examples of customer experience best practices from other industries, best examples of collaboration with fintechs
12:40 - 14:00
14.00
Efma-Capgemini - World FinTech Talks
Introduction to the World FinTech Talks
14:00 - 14:10
Vincent Bastid
Efma
CEO
France
Bill Sullivan
Capgemini (USA)
Head of Global Financial Services Market Intelligence, Senior Director
USA
Digital banking is only 1% finished
14:20 - 14:50
Chris Skinner
11:FS
Non-Executive Director
United Kingdom
2018 FinTech Trends and Panorama – Key insights from the World FinTech Report 2018
14:50 - 15:20
Bill Sullivan
Capgemini (USA)
Head of Global Financial Services Market Intelligence, Senior Director
USA
Stephen Dury
Santander UK
Director of New Business Models
United Kingdom

Bill Sullivan
Capgemini Financial Services
Head of Global Financial Services Market Intelligence, Senior Director
USA

Introduction to FinTech pitches session – Best FinTech Award 2018
15:20 - 15:30

First bulk of 3 FinTechs will come on stage to present their solutions
5mn pitches and 5mn Q&A from the crowd

Best Fintech Award 2018 - FinTech Pitches
15:30 - 16:00
Valerie Dray
inCube - Innovative Insurance Insights
Head of Strategy & Development
France

Jennifer Grazel, Global Director, Linkedin Finance Vertical marketing, LinkedIn

Bank + Fintech Collaboration - Thought Leadership & Trust
16:00 - 16:30
Anne Marcombe
LinkedIn
Finance Account Director
France

Panel discussion moderated byElias Ghanem
Jennifer Grazel – LinkedIn
Speaker to be confirmed – Santander
Jamie Campbell, Bud

Interactive vote – Best Fintech Award 2018
16:30 - 16:35

All 6 FinTechs will come back on stage to pitch their solutions for 30 seconds again.
Then attendees will vote for the Best FinTech 2018 Award on site via an interactive voting system.

Coffee Break
16:35 - 17:00
FinTech Pitches – Round 2
17:00 - 17:30

Second bulk of 3 FinTechs will come on stage to present their solutions
5mn pitches and 5mn Q&A from the crowd

Collaboration with Corporates – How can B2B FinTech startups get going faster?
17:30 - 17:55
Ghela Boskovich
Startupbootcamp
Head of Fintech & Regtech Partnerships
United Kingdom

Ghela Boskovich, Head of Fintech & Regtech Partnerships, Startupbootcamp

Fintegration – Collaboration for Growth
17:55 - 18:30

All 6 FinTechs will come back on stage to pitch their solutions for 1 minute.
Then attendees will vote for the Best FinTech 2018 – Crowd’s Choice Award on site via an interactive voting system.

Best FinTech Award 2018 – Winner announcement
18:30 - 18:35
Jennifer Grazel
LinkedIn
Director, Global Vertical Marketing - Financial Services
USA
Jamie Campbell
Bud
Marketing Lead
United Kingdom
Ghela Boskovich
Startupbootcamp
Head of Fintech & Regtech Partnerships
United Kingdom
Yves Eonnet
TagPay
CEO
France

Chris Skinner, Non-Executive Director, 11FS

World FinTech Talks Cocktail
18:35 - 20:00

Friday 18 May 2018

08.15
Channels Conference
Customer Experience Conference
Channels Conference
Registration & welcome coffee
08:15 - 09:00
New roles and responsibilities for staff, differentiation points
09:00 - 09:30
Deniz Güven
Standard Chartered Hong Kong
CEO of the Virtual Bank by Standard Chartered Bank Hong Kong
Hong Kong

- fewer tellers, increased sales focus etc.

Branches will stay - what are the new winning formats?
09:30 - 10:00
Pieter van der Werf
ING Retail Netherlands
Head of Customer Experience Branches
Netherlands

- ING’s purpose, client needs, digitization and the importance of agility

Branch transformation in a digital tsunami
10:00 - 10:30
Speech TBC
10:30 - 11:00
Coffee break & networking
11:00 - 11:30
Alberto Fernández Tomé
Banco Santander
Head of Digital Transformation
Spain
Digital Banking, Standard Chartered Bank, Singapore
11:30 - 12:00

Our new hero: the man with no money
- Standard Chartered in digital
- A day without money
- New business models for connected customers

One bank, one brand experience, across all sales channels - digital transformation
12:00 - 12:30
Native and programmatic advertising
12:30 - 13:00

Data Management Platform (DMP) or audience targeting

Customer Experience Conference
Registration & welcome coffee
08:15 - 09:00
Artificial intelligence: is there currently a return on investment?
09:00 - 09:30
Michael Anyfantakis
Lloyds Banking Group
Head Of Innovation Design
United Kingdom
Mark Wood
Lloyds Banking Group
Director of Customer Journey Design, Digital Transformation BAU, Group Digita
United Kingdom
Marcelo Frontini
Banco Bradesco
Head/Director of Digital Channels
Brazil

AI usage for Bradesco customers through our mobile app
How we started our journey, challenges and results

How we’ve organized for success, leveraging AI to benefit the customer
09:30 - 10:00

Based on one of the industry’s largest surveys, with answers from over 16,000 customers across 32 countries and more than 140 in-depth executive interviews, the report examines the latest customer experience trends

GDPR and machine learning
10:00 - 10:30

How can machine learning be successfully applied
in retail banking?

How a customer data platform makes customer insights actionnable at Belfius and other major retail banks.
10:30 - 11:00
Edwin Madou
NGDATA
VP Sales EMEA
Belgium
Tamás Braun
W.UP
Head of Sales and Business Development
Hungary
Remco Veenenberg
W.UP
International Sales Evangelist
Hungary
Coffee break and networking
11:00 - 11:30
Brad Stewart
Wells Fargo
SVP, Artificial Intelligence Enterprise Solutions
USA
Digitalization of customer service processes
11:30 - 12:00

Building an effective digital transformation strategy
Being customer-focused in the new digital environment
The future role of the branch and its fit with the digital strategy of retail banks

How do we apply the principles of service design & systems thinking to transform the CJ, end-to-end?
12:00 - 12:30
Results of an Efma-Forrester study STUDY PRESENTATION: CX as a lever for digital transformation
12:30 - 13:00
12.40
Lunch for all attendees and WRAP-UP SESSION reserved for Efma members
14.30
EU perspectives on digitization and on data - how much privacy?
Beyond GDPR – next wave of digital data analytics, open API, monetizing data, limits of GDPR, customer consent, etc.
15:00 - 15:30
So blockchain is more than a buzz word?
15:30 - 16:00
Valerie von Lucke
Commerzbank
Specialist Group Strategy/ DLT Lab Commerzbank AG
Germany
Coffe break and networking
16:00 - 16:30
Analysis and debates on workshops day 1 : what are the new features covered by fintechs and what is brand new (debate)?
16:30 - 17:30
End of conference
17:30 - 17:30

For more details, contact:

Jezabel.jpg (9 KB) Jezabel Chave
Event Manager
jezabel@efma.com
+33 1 47 42 52 72

Do you plan to attend with your team?  Good news, discounts apply for group registrations! 
Contact registration@efma.com now

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