Improving the customer experience, optimising sales process and developing strong onmnichannel and digital marketing strategies

are expected to remain top priorities for retail financial institutions worldwide in 2016. Improving the sales via digital channels will also be a hot topic at the Sales & Marketing Summit.

Speakers and attendees will have the opportunity to discuss how to optimise sales processes and reporting across all channels, while ensuring regulatory compliance.

Main themes addressed at the summit:

Customer experience Customer knowledge New technologies: big data, predictive analytics & customer relationship management systems

Offer & Pricing Sales optimisation

SALES AND MARKETING SUMMIT

Dublin 17-18 NOVEMBER

#EfmaSMS16

Jim MarousOwner & Publisher of Digital Banking Report, Co-Publisher of The Financial Brand The Financial Brand USA

Neil CostelloHead of MarketingAtom Bank UK

Vikram KrishnaHead of Group Marketing & Customer ExperienceEmirates NBD UAE

Martin SponaHead of Digital SalesErste Group Bank Austria

Giuseppe CalegariHead of Data Monetization UniCredit Italy

Gülben YağcıDigital Marketing Senior ManagerTEB Turkey

The first day of the Sales and Marketing Summit will feature the exclusive Outstanding Women in Finance event. The event offers a platform for men & women to exchange ideas and experiences of how to attract, retain and promote women in the financial services industry.

Join us for an evening of inspiration!

WHY SHOULD YOU ATTEND THIS EVENT? Hear in-depth presentations on efficient processes Take advantage of the opportunity to visit Deloitte Engage in interactive discussions with peers Learn the successful strategies that big

players adopt

OUTSTANDING WOMEN

IN FINANCE

Get this car app The reason behind & key innovation drivers; uniqueness; concept and objectives; implementation; campaign materials; results & press; challenges & next steps

Christa Decaestecker Chief Commercial Officer Record Bank Belgium

From data to knowledge to action

Welcome coffee and registration8.15

Coffee break and networking10.40

Lunch 12.50

Empowering the sales force

9.00

Digital salesforce: what does Digital mean for bank salesforces ? How digital is changing talent model and empowering customer relationships How digital can increase branch teams’ performance and sales force engagement How digital can evolve campaign management and enable learning agility

Fabio Bonfanti Managing Director, Management Consulting Lead for Financial Services Italy & Central Europe Accenture Italy

11.10

11.35

12.00

AIB mortgage propositions Mortgages sales using our customer first approach AIB mortgage digital journey continued

Eddie Humphreys Head of Mortgage Propositions Allied Irish Banks Ireland

25’Q&A

Thursday 17 November 2016

SALES AND MARKETING SUMMIT PROGRAMMEwww.efma.com/salesmarketing16

#EfmaSMS16

New digital services for SMEs by UniCredit: the response by customers Brief description of My Business View (ranked 2nd at Efma - Accenture Innovation Awards 2015) Brief description of My Business Manager (a SME version of PFM) Distribution models comparison (MyBV: physical; MyBM: ‘e-commerce’) Lessons learned about digital transformation both within Unicredit and within Unicredit’s customers

Giuseppe Calegari Head of Data Monetization UniCredit Italy

9.25

Driving bank profitability with rich customer insight Discover how to move into the next generation and execute effectively on relationship pricing Find the proper strategy for leveraging analytics to retain profitable customers & restructure unprofitable ones Leverage big data for advanced customer analytics, bringing internal and external data sources together to better understand customer preferences

Arjun Ray Chaudhuri Senior Product Manager Oracle India

9.50

Personalization in banking: from novelty to necessity What are the expectations of the consumer regarding personalization Consumers’ willingness to partner with their financial institution Banking’s understanding of consumer expectations Banking’s ability to deliver on the ‘personalization promise’

Each attendee will receive a free digital copy of the Digital Banking Report: The Power of Personalization in Banking ($395 value)Jim Marous Owner of the Digital Banking Report & Co-Publisher The Financial Brand USA

25’Q&A

Customer centricity explained

End of day 116.00

Using Senses to optimize omnichannel sales Customers activate additional senses, the more complex the product/transaction/decision is Turning multichannel upside-down: providing more sensorial interaction to the customer, without leaving the channel he is operating with, to facilitate his process

Results support our approachRicardo Campos Senior Director, Electronic Banking Bank Millennium Poland

STUDY PRESENTATION - Fintech reimagined: rethink the financial customer journey Results of global LinkedIn and Capgemini research programme into customer journey Uncover the ‘moments that matter’ most in customer journeys across retail, wealth and insurance Highlight innovations in customer experience at these pivotal points What are the hurdles in embracing more engaging customer journeys?

Jennifer Grazel, Director, Global Vertical Marketing LinkedIn Marketing Solutions USA

14.45

15.10

25’Q&A

Thursday 17 November 2016

SALES AND MARKETING SUMMIT PROGRAMMEwww.efma.com/salesmarketing16

#EfmaSMS16

This is a brand new initiative at Efma to promote women with great results within the financial industry. Meant to create the perfect environment for sharing and exchanging experiences on how women make it to the top in FSI, this is an exclusive event that will stimulate meaningful debates on the actions that institutions take to attract and retain women internally.

Making it personal The thinking behind extreme customer centricity at Atom Bank How are Atom Bank personalising the very core of their brand? What are the best ways of doing this? What does this mean for the role of the marketer?

Neil Costello Head of Marketing Atom Bank UK

14.20

OUTSTANDING WOMEN

IN FINANCE

5 women leaders will take the floor to share achievements within their field of expertise: 5 amazing stories that will create a unique evening of inspiration!Confirmations so far include: - Meital Raviv Head of Digital Bank Leumi Israel- Francesca Nieddu Head of Customer Experience & CRM Intesa Sanpaolo Italy - Angela Mhlanga CEO of BancAssurance Standard Bank South Africa- Lotta Lovén Head of Digital Banking and part of the Group Executive Committee Swedbank Sweden- Maria José Jordá García Head of Customer Experience Transformation BBVA Spain

Cocktail celebration at Bank of Ireland’s Trinity College Workbench18.30

Real time analytics

Welcome coffee and registration8.15

Coffee break and networking10.30

9.00

The ATM’s of successful marketing, agility, technology & mobility The role of marketing in responding to changing customer needs, new players & create new lines of income Agility, technology & mobility: drivers to transform the bank into a successful customer centric organization A great part of our journey is linked to doing the small stuff well by adopting a holistic approach that focuses on educating customers and delivering services seamlessly with a proactive approach

For two years in a row Emirates NBD have topped the Global Effies index for the most efficient brand in FSIVikram Krishna Head of Group Marketing & Customer Experience Emirates NBD UAE

9.25

Erste Ecosystem: our approach to monetize multichannel and develop new businessmodels in retailMartin Spona Head of Digital Sales Erste Group Bank Austria

15’Q&A

Friday 18 November 2016

SALES AND MARKETING SUMMIT PROGRAMMEwww.efma.com/salesmarketing16

#EfmaSMS16

Leveraging data to gain a sales and marketing edge

Where are banks on the path to customer experience management maturity? Why do banks focus so much on customer experience? What’s the customer experience maturity level of the banking industry? What are the customer experience best practices that banks pursue?

Aurelie L’Hostis Analyst Forrester UK

11.00

11.25

Utilization of big data and predictive analytics in the era of digital and omnichannel environment mBank in numbers Utilization of data coming from the web traffic Implementation of omnichanneling strategy in direct campaigns Reinventing existing processes Transition from push to pull model & potential for further growth

Jakub Synowiec CRM Development Expert mBank Poland

Lunch 12.30

15’Q&A

How to Increase share of digital in sales? Redesigning the digital sales funnel & optimization Sales via digital ecosystem Real time measurement

Gülben Yağcı Digital Marketing Senior Manager TEB Turkey

11.50

STUDY PRESENTATION - Real time marketing analytics Banks loosing relevance in customer’s life – findings from EY Global Consumer Banking Survey 2016 Needs understanding and customer experience as key levers to regain relevance Looking beyond industry barriers – compete vs partner with customer experience best performers Expanding data reach to better understand customer – social profiling and life events New opportunities to exploit data arising from regulatory area

Marco Brandirali Executive Director EY Italy

9.50

18 November 2016

SALES AND MARKETING SUMMIT PROGRAMMEwww.efma.com/salesmarketing16

#EfmaSMS16

On-site visit

ON-SITE VISIT to DeloitteGet real-life applications during the on-site visits, via direct interactions and learn how big industry players implement the newest and best ideas, to create value.

What is blockchain Overview of EMEA blockchain Lab Overview of Top 10 banking use cases Bank or Ireland reg reporting blockchain prototype demo Where next for blockchain

Lory Kehoe Senior Manager – Strategy & Operations Financial Services Deloitte Ireland

14.00

End of the conference16.00

DATESThe Sales and Marketing Summit will begin with a welcome coffee on Thursday 17 November 2016 at 8.15 and will end on Friday 18 November 2016 around 17.00.

LOCATION Royal Marine HotelMarine RoadDun LaoghaireDublin A96 K063, Irelandwww.royalmarine.ie

ACCOMMODATIONEach participant must pay the cost of his or her accommodation directly to the hotel before departure. A block of rooms has been provisionally reserved for the nights of 16 and

17 November 2016 at the Royal Marine Hotel. The cost of a single room per night is 109€ and 124€ for a double room (including breakfast and VAT). An automatic confirmation will be sent by email within 24 hours of your registration. In this email you will find a link to book your accommodation online. The hotel guarantees room availability and price until Wednesday 5 October 2016. After this date the hotel cannot guarantee either room availability or prices. The hotel will automatically bill unoccupied rooms or late cancellations.

REGISTRATION The registration fee covers participation in the Sales and Marketing Summit, documents, lunches, coffee breaks. Registration fees must

be paid in full prior to the event. Efma reserves the right to refuse entry to any delegate who has not paid his or her invoice prior to the event. We welcome late-bookers, but credit card information must be provided.

CANCELLATION All cancellations must be received in writing. A 20% cancellation fee will be charged for all cancellations received on or before Thursday 4 November 2016. The full fee will be charged for cancellations made after that date, as well as to delegates who are unable to attend on the day, unless a substitute delegate is provided. Substitutions are accepted at any time.

LANGUAGES All sessions will be held in English.

PAYMENT

By bank transfer to Efma Sarl bank account IBAN: FR 76 1027 8060 4700 0208 2420 111BIC: CMCIFR2A Crédit Mutuel CCM PARIS 17 ETOILE, 30 Avenue Niel, F- 75017 Paris

By credit card: MasterCard Visa American Express

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*VAT is not applicable. All registrations are strictly individual.

Please send this registration form by email at registration@efma.com or fax +33 147 42 56 76

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PRACTICAL INFORMATION

SALES AND MARKETING SUMMIT REGISTRATION FORMwww.efma.com/salesmarketing16

#EfmaSMS16

17-18 November 2016

SOCIAL NETWORKS

@Efma_news LinkedIn Efma channel Efma flickr Efma app

Free of charge - Outstanding Women in Finance (reserved for the summit participants)