Distribution Summit

26 to 28 April 2017

Brochure Activity feed

Wednesday 26 April 2017

Welcome coffee and registration
Leveraging distribution assets and technology in financial services
Opening speech from Barclays
09:00 - 09:25
Suresh Viswanathan
Barclays Bank
Chief Operating Officer, UK Retail and Business Bank United Kingdom
New technologies and how they are disrupting companies and markets
09:25 - 09:50
Kathleen D. Kennedy
MIT Enterprise Forum
Director Special Projects, The Engine built by MIT & President USA

- New technologies and how they are disrupting companies and markets
- The importance of entrepreneurship and innovation.

The Open Banking Paradigm: a new banking normal
09:50 - 10:15
Mark Mullen
Atom Bank
Chief Executive Officer United Kingdom

- Informing or recommending – drawing the line between self-direction and advice in a digital journey
- Customer data – the benign or ulterior imperative
- Winning customer trust in a new banking normal
- Cause, effect and possible side-effects in an open banking world.

Questions and answers
10:15 - 10:45
Coffee break and networking
Open banking
The Impossible debate
11:15 - 12:30
Jim Marous
The Financial Brand
Owner and Publisher of Digital Banking Report, Co-Publisher of The Financial Brand USA
Chris Skinner
The Finanser
CEO United Kingdom

- The ultimate challenge for financial institutions?
- Do Fintech companies have a golden entry to customers?
- What is the motivation for innovation in banking?

Questions and answers
12:30 - 13:00
Distribution Stream
Customer Stream
Distribution Stream
Sberbank Smart Management System: managing business through defining and eliminating imperfections
14:30 - 14:55
Roman Ovchinnikov
Managing Director - Head of division Russian Federation

- Smart management system (SMS) is an innovative self-learning technology providing centralized automatic identification of customer service imperfections at each of 6,500 Sberbank’s offices and each employee inside that offices regular job and automatically generating the best managerial solutions on improving business and eliminating gaps
- Best practices, accumulated through crowdsourcing and detailed feedback. The collected managerial solutions become the basis of self-learning system and one of SMS main working principles
- The global monitoring via big data provides much freedom in execution to each employee ; overall control of the efficient managers and protect them from excessive actions by their supervisors
- The most important formula: “Happy employee - happy customer”. Making our employees happy is the essential condition for our customers being satisfied
- The unification of working models allows to compare and decide, whether our managers have been working well or not. Centralised definition of deviations by SMS replaces self-analysis by each field manager.

 - 2016 DMI Awards’ Sales force management Gold Medal Winner

Sales force management : TEB’s way to deliver superior customer experience
14:55 - 15:20
Murat Höke
Business Development, Customer Experience and Bancassurance Director Turkey

- Understanding customers (qualitive and quantative researches including neuro science)
- Financials of the experience (increased re-sales/cross sell, higher loyalty impact)
- Putting the service experience at the heart of the corporate DNA and day-to-day life of employees
- Redesigning critical experiences, touchpoints (including innovative approaches)

The Sales force and digital transformation
15:20 - 15:45
Yves Tyrode
Chief Digital Officer France

Interactive training program based on the teaching approach used in Corporate Online Open Courses (COOC) with a view to heightening their employees’ awareness of digital transformation in a collaborative, multi-device format
- To facilitate employees’ support for the Group’s digital transformation
- Explaining the challenges and changes in consumption patterns in a clear and instructive manner
-  Allowing everyone to test their digital maturity
- Promote dialogue and collaboration between participants
- To provide, in the space of just 4 weeks, the Group’s 100,000 employees with a good level of general culture and understanding of ongoing changes in distribution models
- To experiment a new training approach by including pedagogical engineering methods and by appraising employees’ appetite for this format
- To test the ability of the Group’s technical infrastructure to handle the data flows required for this type of multi-device training course in full compliance with our extremely strict charters governing computer security

A new sequence is posted online every week while simultaneously allowing access to content from the previous week.

Questions and answers
15:45 - 16:15
Customer Stream
The first banking search engine
14:30 - 14:55
Marco Marazia
Sales Director Italy

- Innovate the way people talk to customers by offering a smart and disruptive interaction
- From simple banking to natural banking
- Operational simplicity
- Google will be a bank or a bank will be google?
- How to use big data for a wow experience
- Overview of Widiba latest innovations 

2016 DMI Awards’ Customer Experience Gold Medal Winner

Growing Cyberattacks’ influence on banking : Cyber Security in the age of Digital Disruption
14:55 - 15:20
Tolga Tavlas
UniCredit Bank Austria
Digital Banking and Cyber Security Expat Austria

- Growing Cyberattack Surface: Living in a very connected world and its implications in our lives
- Changing Nature of Cybercrime: Understanding the transformation and taking a closer look to the dark side of the web
- Mobile Phones are our ID now:  Mobile Security has never been more important than it is today
- Securing Digital Banking: What can we do to protect us and our customers – to keep the trust and confidence
- The future: It is digital, it is insecure but it is also manageable

Customer-driven innovation to preserve human relationships : from "Adviser centric" to "Customer centric
15:20 - 15:45
Erwan Cabillic
Crédit Mutuel Arkéa
Head of Innovation Technology & Digital Transformation France

2016 DMI Awards' Customer Experience : Silver medal winner "Blockchain customer repository"
2016 DMI Awards' Physical Distribution : Bronze medal winner "Urgent appointment features"

Questions and answers
15:45 - 16:15
Coffee break and networking
Distribution Stream
Customer Stream
Distribution Stream
New remote customer management: CC and remote advisors
16:45 - 17:10
Erik Ivan Delgado Barron
Head of Contact Center & Remote Management for Santander Group Spain

- Environment of change: digitization, economy, customer behaviour
- Future challenges for customer service and engagement
- Main contact centre priorities.
- Remote advisors.

STUDY PRESENTATION: Banking Information Systems in the Digital Era
17:10 - 17:35
Patrick Laurent
Partner Luxembourg

- This study aims at gathering key strategy direction in terms of banking architecture in the EMEA region and has the ambition to help executives benchmark their IT practice against local and regional peers.
- Our report will highlight and provide point of views on key trends affecting banking institutions and their impact on core banking systems.
- The report will also explore how technology platforms are used to support regulatory, innovative and digital initiatives faced today by most banking organisations, and will provide topical insights based on real-life experience for executives facing or contemplating projects around banking software, from API opening, partial renewal, full replacement, outsourcing to set-up of shared services
- Addressed topics will include type of system used, age of systems, functional coverage, sourcing modes, past, present and future initiatives around core banking system transformation impact of banking trends on core banking systems

What if the Internet started tomorrow? Rethinking Customer Service
17:35 - 18:00
Nigel Clarke
Please Press 1
Founder & Managing Director, Customer Experience Consultant United Kingdom

- The reality of Omni/Multi-Channel for the customer
- Common service mistakes that lose thousands of customers
- The internal organisation / external customer conflict
- Starting tomorrow, practical ways to improve the experience

Questions and answers
18:00 - 18:30
Customer Stream
The World’s Most Entertaining Loan Application Form
16:45 - 17:10
Chaiwat Topitumatukhun
Bank of Ayudhya
VP-Branding & Digital Marketing of Krungsri Auto Marketing Division Thailand

- Revisit ‘Conversion’
- ‘Shorten the form’-Is it a must?
- Why ‘Fun Form to Fill’?
- Why ‘interactive’, ‘localization’, ‘personalization’ leads to ‘Conversion’?
- An interactive form where every field will turn into a tailor-made music video
- 300% increase in ‘Completed Forms’

  2016 DMI Awards’ Digital Marketing Gold Medal Winner

Commercial Banking in 2020
17:10 - 17:35
Richard Davies
Global Head of Proposition United Kingdom

- Rise of millennials as corporate decision makers
- Key trends to watch for B2B financial services
- Open banking for businesses – potential use cases and new eco-systems

Creating the new digital sales channels: Instagram Loan Campaign
17:35 - 18:00
Emre Ergun
Executive Vice President, Head of Retail and SME Banking Turkey

- Background : Creating new ways to reach targeted customers
- Campaign design and communication: It is not easy to get attention in the creative world
- Results & learnings:  Change for the best

Question and answer
18:00 - 18:30
End of the first day

Thursday 27 April 2017

Welcome coffee and registration
Fintegration: Collaboration between financial institutions and fintechs
Exponential technologies: what has changed in the financial service industry in the last two years and what will change in the next three years.
08:45 - 09:10
Roberto Mancone
Deutsche Bank
Managing Director, Global Head Disruptive Technologies & Solutions Germany

- Exponential technologies have changed the pace of innovation
- Global investments and technologies have shaped a new banking paradigm
- Winners and losers: what KPI to evaluate them?


Fintechvisor session: co-creating the idea ecosystem
09:10 - 10:15

A panel of bankers and Fintech companies are invited to speak about their views on how they should collaborate to improve fintegration and digital transformation in financial services

Coffee break and networking
Distribution Stream
Customer Stream
Distribution Stream
How smart ATMs will become the main consumer financial services touchpoint
10:45 - 11:10
Ron Delnevo
ATMIA (ATM Industry Association)
Executive Director Europe United Kingdom

- The evolution of ATMs; is it nearing the end game?
- Can ATMs fill the void left by bank branch closures?
- Community financial services hubs: what will they look like?
- Smart ATMs: pain or profit for the operators?

Banorte’s branch transformation
11:10 - 11:35
Hector Abrego
Grupo Financiero Banorte
Deputy CEO of Channels Innovation & Development Mexico

- Branch transformation
- Creating a modern customer-friendly environment using new technology to increase our cash management savings
- ATM multivendor platform
- Providing a unique experience for our customers, through personalised offers and actions
- A more efficient way to deliver new functionalities and upgrades


Branch transformation: geomarketing “on demand” and a new paradigm to footprint and format optimisation
11:35 - 12:00
Claudia Daffunchio
Intesa Sanpaolo
Head of Physical Distribution and Branch Layout Italy

- Banking centre definition and gravity modelling to determine population flows
- Strategic branches definition: to anchor the network of the future
- Product demand forecast and channels usage prediction: to minimise customer attrition in major rationalisation plans.
- Micro-market attractiveness and segmentation at street level for competition benchmarking
- Competition trend forecasts and dynamics

Questions and answers
12:00 - 12:30
Customer Stream
Dronn Agent: The AI-based virtual advisor
10:45 - 11:10
Jakub Zalewski
Alior Bank
Project Management & Implementation Specialist Poland

- About the project
Dronn is an intelligent virtual agent, designed to respond quickly and consistently to customers and interactively guide them through a personalised conversation
Use of artificial intelligence (AI), natural language processing (NLP), automatic voice recognition (ASR), semantic analysis and speech synthesis (Text to Speech – TTS)
- Advantages for customers and the bank
- Pilot results
- Project plan
- Processes and areas in which Dronn can be used
- Project schedule
- Process examples

BIA case (Bradesco Artificial Intelligence)
11:10 - 11:35
Renata Talarico Petrovic
Banco Bradesco
Innovation & Research Executive Brazil

- Distribution challenges at Bradesco: future and transformation path (footprint, relationship manager’s role, digital integration)
- BIA case (Bradesco Artificial Intelligence )
How was it built and how does it fit into the strategy?
Early results/ expected results – tangible and intangible

Yellow advice: robo advisory from the human digital bank
11:35 - 12:00
Matteo Rossanigo
Future Banking Projects Italy

- Context and rationale
- Is it innovation? From an idea to execution
- The business & service model
- Results so far
- Future developments

Questions and answers
12:00 - 12:30
In-depth session 1
In-depth session 2
In-depth session 3
In-depth session 1
Driving Banks’ Digital Transformation with Video Banking
14:00 - 15:00
Claude DeMone
Royal Bank of Canada
MBA Vice President, Contact Centre Technology, T&O Retail Applications Canada
Andrew White
Vice President, EMEA USA

- Results of a market research on video banking conducted by Vidyo, Efma and CUNA
- The keys to a successful video customer engagement strategy
- Royal Bank of Canada case study

Digital with a human touch – how to balance personal and digital advice
15:00 - 16:00
Inder Sapru
Danske Bank
Product Owner, Mobile and Tablet Banking Denmark

- Using frontline to promote digital solutions
- How innovation can come from the traditional bank and not an innovation hub
- Co-creation – how to involve customers in development
- Beta and MVS – how we used an MVP in our launch of a new mobile bank
- AI, Bots and digital advice – re-introducing conversations on a digital platform

In-depth session 2
Banking as a marketplace
14:00 - 16:00
Megan Caywood
Starling Bank
Chief Platform Officer United Kingdom

- Overview of the open banking and marketplace platform model adopted by Starling
- Reasons for this model and its advantages
- An outline of the model’s opportunities and advantages for banks, fintechs and the customer experience
- An illustration of the customer benefits of the marketplace model of banking through product walkthroughs

In-depth session 3
Design thinking: how design and business blend to achieve surprising results
14:00 - 16:00
Joep Paemen
Partner Belgium

- An interactive session: how design thinking can make your marketing more creative, more innovative and more effective
- Ways to gain deep insights, new approaches to ideation, the importance of prototyping and the value of agile and evidence-based iterations
- Illustration of this mindset and these techniques applied by organisations like Google, Apple and Facebook.

Coffee Break and networking
Fintech sessions
Fintech sessions
16:30 - 18:00

Explore the latest and greatest innovations from Fintech companies. Meet and discuss with them to better understand the best technology trends, tips and know-how to grow your business

End of the second day

Friday 28 April 2017

Coffee break and registration
Winning in distribution
Ping An Fintech Innovation - Total One Account (TOA) - Account aggregation for financial services and customers
08:45 - 09:10
Daniel Tu
Ping An Group
Group Chief Innovation Officer China

- Ping An 3.0 Version: open market + open platform for financial services distribution
- Evolution from individual “Total One Account” to Finance “Total One Account”
- Internet+ banking model to overcome key barriers
- All-in-one service for banks offered by Finance TOA platform


Successfully unlocking the left-right brain dynamics by building great products while bringing order to chaos.
09:10 - 09:35
Mark Joseph Tan
Senior UX Product Manager USA

- Engineering desire - the voice of the customer
- For some, it's just a button. For me, it's an entire customer experience.
It looks very simple. That's why it's complicated.

A global innovator winner
09:35 - 10:00
David Urbano
Director of imaginBank Spain
Questions and answers
10:00 - 10:30
Coffee break and networking
Stream Distribution
Stream Customer
Stream Distribution
Collaboration between startups and corporates
11:00 - 11:25
Marisol Menéndez Alvarez
Open Innovation Manager Spain

- Open innovation in the fintech world
- Collaboration between startups and corporates: can we transform the industry together?

Beyond banking: transition from digital channels to hyper-connected ecosystem
11:25 - 11:50
Evren Sahin
Yapi Kredi Bankasi
Vice President, Digital Banking Channels Turkey

- A digital customer engagement framework focusing on robo-intelligence, human-touch, data and tech
- Designing "one experience" across all touchpoints & boosting sales in digital through data driven one-to-one pricing and offers
- Assisted digital banking with human touch & semantics
- Transparency & tracking in digital banking -- Making the customer journey visible & predictable
- Serving and selling in Intention Value Ecosystem(IVE)
- Empowering ecosystem through coding culture, open APIs, fintech colloboration and innovation funnels (Let them code for you)

STUDY PRESENTATION: Robo-Advisors: high value-added digital banking services
11:50 - 12:15
Jose Luis Alvarez
AXIS Corporate
Strategic Finance Consulting Spain

- Robo-advisory platforms as the first step in high value-added digital banking services.
- Robo-advisory platforms and trends in affluent banking and SME banking.
- The future role of traditional banking branches in financial advisory services.

Question and andswers
12:15 - 12:45
Stream Customer
Branch transformation from the customer perspective
11:00 - 11:25
Cosmin Mosescu
Raiffeisen Bank International
Senior Sales, Distribution Manager & Bancassurance Austria

- What are the limitations of existing distribution models?
- Reconfiguring branch strategy around customer needs
- How to identify the right innovation factors in branchese

Telenor Banka case: a telco launching banking services
11:25 - 11:50
Martin Navratil
Telenor Group
Managing Director of Telenor Banka Serbia

- Launching of the first mobile bank in the SEE region
- Strong impact of telco-bank synergies
- Innovative approach to services, synergy of telecommunications and banking
- Leveraging the telco expertise in the customer experience (show, don’t tell)
- Built around customer needs, focusing on unique user experience
- Irreversible impact on the banking market

ROUNDTABLE DISCUSSION: What do customers want? How to involve customers in product design?
11:50 - 12:15
Questions and answers
12:15 - 12:45
Distribution Stream
Customer Stream
Distribution Stream
i-bank pass: successfully addressing the key problem of waiting time at the cashier’s desk
14:00 - 14:25
Chrysoula Dimitriou
National Bank of Greece
Head of Customer Experience & Network Strategy Sector Greece

2016 DMI Awards’ Physical Distribution Gold Medal Winner

Multichannel management in retail banking: innovative strategies to adapt to the evolving age of distribution channels
14:25 - 14:50
Grace Salameh Azoury
Crédit Libanais
Group Head of E-Channels and Customer Service Department/E-Banking Division Lebanon

- Evaluating and updating the branch role to meet ever-changing needs
- Optimising digital channel management to keep up with innovation
- How can social media be used to improve customer interaction?
- Perfecting the customer journey across all channels
- Achieving seamless channel integration to enhance the customer experience

BAMBOO – creating a physical context for customer (experience) and employee (behaviour) in an agile project approach
14:50 - 15:15
Kurt De Ronghé
Head of projects and execution retail distribution network Belgium

- The financial crisis of 2008-2009 changed our context dramatically: need to reduce the cost of branches and (re)gain customer trust
- BAMBOO began as a small experiment in small branches, before being adopted for use in larger branches
- BAMBOO is an agile cooperation model for building and adopting ‘bricks and mortar’ to customer service models and the ever-changing customer journey

Customer Stream
Zero UI & AI – Refreshing customer care
14:00 - 14:25
Demetrio Migliorati
Banca Mediolanum
Head of Digital Organisation Italy

- The illusion of a digital exoskeleton
- From UX designer to knowledge manager
- Chat bots & natural language interfaces
- Augmented intelligence

How to create truly digital banking
14:25 - 14:50
Jason Bates
Co-founder United Kingdom

- Your bank has an app, but it isn’t digital banking

- Digital is not a channel, it’s a fundamentally new way of banking 

- Financial products will give way to new financial services, which will need new technology, process, people, and approach

ROUNDTABLE DISCUSSION: Machine Learning, AI, robot advice, etc.
14:50 - 15:15
Questions and answers
15:15 - 15:45
Coffee break and networking
Distribution Stream
Customer Stream
Distribution Stream
How can Digital Trade Chain (DTC) facilitate international business for companies?
16:15 - 16:40
Chantal van Haute
Business Development Manager Trade Finance Belgium

- International trade issues
- Benefits of DTC
- What is the DTC (including demo video)?
- How have we organised this project?

 2016 DMI Awards’ Best new product or service Gold Medal Winner

Transforming the physical network
16:40 - 17:05
Christophe Zeegers-Jourdain
ING Belgium
Head of Face Channel Belgium
Speech to be confirmed
17:05 - 17:30
Questions and answers
17:30 - 18:00
Customer Stream
MyMo mobile banking service: a business model based on outsourcing with profit sharing with fintechs
16:15 - 16:40
Boonson Jenchaimahakoon
Government Savings Bank
First Senior Executive Vice President, Information Technology, Head of Innovations Thailand

- A business model based on outsourcing with profit sharing with fintechs to achieve the best of both worlds, i.e. speed to market and continuous offering of new functionalities
- Design thinking – a different approach
- Mobile banking as core bank integration as opposed to another channel
- The myths and facts of mobile banking
- The path toward full digital banking

Professionalism, conduct and ethics in a digital World
16:40 - 17:05
Peter Hahn
The London Institute of Banking and Finance
Henry Grunfeld Professor of Banking United Kingdom

- More information for the bank: business opportunity, distraction, and further distance from the customer?
- Can your computer ‘know your customer’?
- Limits to robo advice?
- Open banking debate: access or protecting customers from themselves?
- Thoughts on digital regulatory challenges
- Segmentation remains the critical message: delivering and exiting on revenue vs cost customers

Speech to be confirmed
17:05 - 17:30
Questions and answers
17:30 - 18:00
End of the event

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For more details, contact:

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

Get a feel of the Distribution Summit on 13 April 2016 in London, with:

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What delegates said at #EfmaDS16

“It is a tremendous opportunity to share ideas and experiences and network with bankers and fintechs”

Monica Stefani, Senior Manager - Distribution and Marketing - Wealth Management Accenture, Italy

What delegates said at #EfmaDS16

"It was great to engage with Fintechs. It’s the third summit, there is always something new!”

David Gamboa Riano, Specialist Group Digital Sales, Erste Group Bank, Austria

What delegates said at #EfmaDS16

“Real time information that is challenging the Bank. Senior speakers, peers from around the world”

Nino Masurashvili Deputy Chief Executive Officer, Retail Banking Director, TBC Bank, Georgia

What delegates said at #EfmaDS16

"Powerful event with so many outstanding speakers. First event that was so rich that I felt sorry it ended. Relevant themes at a right time"

Maja Vezmar-Ristic Head of Multichannel Unit, Société Générale Serbia, Serbia

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Take advantage of our affiliation with over a third of the world’s biggest banks!

For more info, please contact sponsorship@efma.com
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