CCX Forum: Channels & Customer Experience

Conference
Barcelona
4 to 5 April 2019

Event guide

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Thursday 04 April 2019

08.00
Registration and welcome coffee
08.50
Beyond digital: bionic bankers and customers
What you will learn in this agenda
08:50 - 09:00
Philippe van Fraechem
Efma
General Manager, North Europe & Worldwide Programme Director & Head of EBA
Belgium
Beyond Digital: it’s time you meet the bionic banker and customer
09:00 - 09:30
Tom Cheesewright
Book of the Future
Applied Futurist & Author of "Book of the Future"
United Kingdom

- What’s next in customer services?
- Bionic-based customer experience
- What opportunities for bankers in a merged physical & digital world?
- What should be the next banking experience in that context?

09.30
Getting to the concept of human experience
How to create a superior customer experience?
09:30 - 10:00
Aris Bogdaneris
ING Bank
Member Management Board Banking, Head of Challengers & Growth Markets
Netherlands

- How ING created an agile and innovative platform
- Building the ING of tomorrow – one brand, one customer experience
- The ambition underlying our transformation is to create one user experience for our 38 million customers in 40 countries
- To achieve this goal we’re uniting our businesses to offer the same experience everywhere and experimenting with different types of platforms

The concept of “Assisted Digital” in human touchpoints: a new omnichannel hybrid strategy
10:00 - 10:30
Magda Bilicka
HSBC
Global Head of Customer Experience for Contact Centres
United Kingdom

- How digital strategy empowers human touchpoints
- No customer left behind!

10.30
Coffee break and networking
11.00
Why your customer may damage your future growth prospects
Why your customer may damage your future growth prospects
11:00 - 11:20
John Berry
Efma
CEO
United Kingdom

- Banks drive to maximise the use of technology – it is expensive, does it drive greater loyalty?
- Is technology the differentiator in the eyes of customers?
- Regulators – added cost or benefit?
- Competition – do you really appreciate who is coming to eat your dinner?
- Data – is this the answer to future differentiated growth?
- Customers – how well do you really understand them?

11.20
Digital transformation from a branch-heavy to a digital-first bank
Building a digital attacker – from a branch-heavy to a digital-first bank
11:20 - 11:50
Hammad Rasool
National Bank of Oman
Head of Digital Transformation
Oman
Miljan Stamenkovic
Kony
VP Financial Services - EMEA
Netherlands
11.50
How to measure and take customer experience decisions
How to measure and take customer experience decisions
11:50 - 12:05
Urata Huruglica
Raiffeisen Bank Kosovo
CX Manager
Kosovo
Amalija-Silvija Koricky
Pisano
Customer Success & Account Manager
Turkey

- How to measure and take customer experience decisions

12.05
Lunch
13.30
Customer Experience
Augmented Advisor
Customer Experience
How to create superior Digital Customer Experience
13:30 - 14:00
Marc Caparrós Chicón
Caixabank Digital Business
Head of Digital Customer Experience
Spain

-How our Customer Experience vision is focused on generating business value 
-How our Digital Customer Experience practice has evolved to reach that vision 
-What are the key aspects of our practice in order to capture value for the business   

Augmented Advisor
What is your next workforce experience?
13:30 - 14:00
Nikolina Zecic
UniCredit
Head of CEE Digital Collaboration
Austria

- UniCredit won the award at Efma-Accenture DMI Awards Ceremony 2018!
- How to foster collaboration and mutual aid thanks to the “MarketPlace”

14.00
Customer Experience
Augmented Advisor
Customer Experience
Customer experience transformation in the travel industry
14:00 - 14:30

- How technology has disrupted the travel chain (before, during and after the journey)
- How changing customer behavior requires a different experience
- Case examples of good customer experience we can learn from
- Lukas was previously an Etihad and Groupon Executive!

Augmented Advisor
How to make data speak for business and customer experience improvements?
14:00 - 14:30
Lorenz Hänggi
AXA Winterthur
Head Innovation Engineering, AXAnaut
Switzerland

- How artificial intelligence can create acceleration and open innovation
- What are the benefits of democratizing your data?
- Create a new and collaborative experience for your employees and your customers

14.30
Customer Experience
Augmented Advisor
Customer Experience
Elevate your customer service strategy to deliver superior customer experiences
14:30 - 15:00
Aurelie L'Hostis
Forrester
Senior Analyst
United Kingdom

- What’s the state of customer service in retail banking?
- What strategies and technologies should banks implement to transform customer service?

Augmented Advisor
How to combine high end services and business growth in affluent and millennials segments
14:30 - 15:00
Joaquin de Valenzuela
Salesforce
Head of Financial Services
Spain
Luca Romagnoli
Salesforce
Business Development Manager EMEA - Financial Services, Director Regulated Industries (Fin Serv, Utilities, Public Sector) Bus Dev
United Kingdom

- How to increase services to high potential segments while growing your business
- How banks use technology to better serve millennials and affluent segments?

15.00
Customer Experience
Augmented Advisor
Customer Experience
Using voice of the customers (VoC) to improve new customer and onboarding performance.
15:00 - 15:30
Poyraz Ozkan
Alterna CX (Turkey)
Founding Partner
Turkey
Deniz Guney
Fibabanka
Director of Marketing Communications, Customer Experience and Digital Banking
Turkey

- Fibabanka's unique customer experience model
- How can Voice of Customers power up customer acquisition and onboarding performance?
- What role can experience analytics play to deepen insights and decisions?

Augmented Advisor
Panel: What are the tools for a better customer experience
15:00 - 15:30
Lorenz Hänggi
AXA Winterthur
Head Innovation Engineering, AXAnaut
Switzerland
Joaquin de Valenzuela
Salesforce
Head of Financial Services
Spain
15.30
Coffee break and networking
16.00
Visits at CaixaBank: see, meet, hands-on…
UNIQUE FEATURE in the programme! Deep dive into one of the most innovative banks in the world
16:30 - 17:30

Three unique experiences:


Dayone: the CaixaBank service for start-ups, scale-ups and their investors
Beyond FS, how to grow the business of start-ups, scale-ups and investors portfolio


New Caixabank stores: when a bank is a store
New shopping experience: how to transform a bank into a store


ImaginCafé
ImaginCafé visit to experience a flagship venue for millennials.

17.45
End of day 1

Friday 05 April 2019

08.00
Registration and welcome coffee
08.45
Artificial Intelligence
Big Data & Customer Data
Artificial Intelligence
How we use the power of AI to design UX
08:45 - 09:15
Hüsnü Mete Günes
Isbank
Head of Digital Banking Division
Turkey

- Maxi – İşbank’s AI-based conversational banking service
- How we use the power of AI to design UX

Big Data & Customer Data
An approach to big data and application intelligence: the National Bank of Greece’s AI journey
08:45 - 09:15
Giorgos Marinos
National Bank of Greece
Director of the Digital Transformation
Greece

- Creating an in-house AI factory
- Identifying low signals
- Enabling predictive analytics

Visiting Professor in Mathematics and Machine Learning Canada
08:45 - 09:15
Dimitrios Vlitas
University of Toronto
Visiting Professor in Mathematics and Machine Learning
Canada

AI transformation curve

09.15
Artificial Intelligence
Big Data & Customer Data
Artificial Intelligence
Smart business, AI and CX: Why size should not be part of the challenge
09:15 - 09:45
Julio Prada
Inbenta
General Manager EMEA
Spain
Jessica Reynoso
MoraBanc
Commercial Innovation Manager
Andorra

- AI can help you to re-imagine your customer experiences, no matter your size or your budget
- How automation and machine learning can play a vital role if you want to create more intelligent, informed and convenient contents for your clients

Big Data & Customer Data
How cognitive analytics tools help customers make smarter banking decisions
09:15 - 09:45
Dennis Khoo
UOB Singapore
Group Head, TMRW Digital Group
Singapore

- How to extensively use insights to develop offers to customers, mainly for non-financial products.

09.45
Artificial Intelligence
Big Data & Customer Data
Artificial Intelligence
Machine learning in financial institutions
09:45 - 10:15
Jean Luc Moisan
Google
Sales Engineering Manager - Financial Services
France

- Data is the fuel of AI
- Skills gap in financial services

Big Data & Customer Data
AI and RealTime Campaigns
09:45 - 10:15
Attila Kezdody
MKB Bank
Data Asset Management and CRM Director
Hungary

- Data Ecosystem – banking and beyond
- The value of data depends on its ultimate use
- Frequency * Value * Relevance = CX & Revenue
- Banking is necessary, but banks are not – unbundling and rebundling

10.15
Coffee break and networking
10.55
Digital Transformation to enhance your Customer’s Experience
Digital Banking Transformation, Delivered Fast!
10:55 - 11:25
Luis Côrte-Real
ebankIT
International Sales Executive
Portugal
Massimo Catrambone
Hypothekarbank Lenzburg
Partner Management - Technology & Development
Switzerland
11.25
Rating Agency of Digital Performance

11:25 - 11:40
Nicolas Babel
D-Rating
Chief Rating Officer
France
11.40
Worst practices in customer experience
What can we learn from brilliant failures in CX & Channels?
11:40 - 12:10
Paul Louis Iske
Institute of Brilliant Failures
Chief Failure Officer & President
Netherlands

- Failing is not only inevitable, but also an essential learning process
- But where everyone agrees that we should learn from our failures, no one tells how to do this
- Introducing a framework for value creation by accepting and learning from Brilliant Failures

12.10
Creating Connected Experiences
Creating Connected Experiences
12:10 - 12:40
Cornel Dixon
Backbase
Head of Middle East and Africa
Netherlands

- How to transform from traditional bank to digital-first enterprise
- Smart technologies and deep culture change as the key to the future of banking
 

12.40
Driving customer experience by embedding bank services into users' digital and social lives
Driving customer experience by embedding bank services into users' digital and social lives
12:40 - 13:00
Seon M. Ahn
Standard Chartered Bank Korea
Head of Digital Commerce
Korea (South)
May Michelson
PayKey
Director, Sales & Business Development - Europe
Israel

- Using social messaging apps as a new engagement channel for financial services
- Providing seamless and intuitive gateway to everyday banking activities
- Driving customer experience through the most used app on the planet: the smartphone keyboard
- Positioning banks as innovation leaders: what it takes to be always in front of the customer

13.00
Lunch & visit to the fintech village
14.15
The future of banking predicted by an Open Banking pioneer
The future of banking predicted by an Open Banking pioneer
14:15 - 14:45
Matthias Kröner
Fidor Bank Germany
Founder and former CEO of FIDOR
Germany
14.45
Next generation digital channels: Digital sales and remote management services
Next generation digital channels: Digital sales and remote management services
14:45 - 15:15
Jordi Amoros Brotons
Banco Sabadell
Channels Director
Spain

- Remote Management Service: improving sales and efficiency
- Rebuilding the process with digital capabilities. Specific digital case
- Consumer Loans à We rebuilt the process with digital capabilities increasing number of sales
- Micro consumer loans à We built a digital capability that allows customer to pay in 3 to 12 months receipts of >100€
- AutoRenting à We are taking advantage of digital channel increasing awarness and leads

15.15
Customer Service improved by Artificial Intelligence : EVO Assistant
Customer Service improved by Artificial Intelligence : EVO Assistant
15:15 - 15:35
Javier Gonzalez Dominguez
Evo Banco
Digital Innovation and Big Data Director
Spain
15.45
Panel: The future of distribution
Panel: The future of distribution
15:45 - 16:45
Matthias Kröner
Fidor Bank Germany
Founder and former CEO of FIDOR
Germany
Paul Louis Iske
Institute of Brilliant Failures
Chief Failure Officer & President
Netherlands
Jordi Amoros Brotons
Banco Sabadell
Channels Director
Spain
Cornel Dixon
Backbase
Head of Middle East and Africa
Netherlands
16.45
End of the event

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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Take a glance at what you can expect at CCX Forum 2019 with a #CCX18 throwback video!


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What delegates said at #CCX18

“Great event ...Well organised. Excellent insights sharing and learning. Loved it!!”

Charles Mudiwa, CEO, Stanbic Bank Kenya, Kenya 

What delegates said at #CCX18

“Great for benchmarking”

Xavier Sagues, VP Operations - Retail Credit Decision and Collection, Senior Manager Strategic Initiative and Partnership National bank of Canada, Canada

What delegates said at #CCX18

“Amazing event, great attendees”

May Michelson, Head of Business Development Europe, PayKey, Israel 

What delegates said at a previous event

"There is more sharing of distribution ideas between bankers than at any other financial services conference"

Jim Marous, Owner, The Financial Brand, USA

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