rbe 2nd_final ab208 330
TRANSCRIPT
registrations on or before 12th February 2016
registrations after 12th February 2016
Financial Institutions* €1,145 + vAt = €1,374 €1,345 + vAt = €1,614
standard rate €1,625 + vAt = €1,950 €1,825 + vAt = €2,190
The Future of Retail Banking: EuropeGaining competitive edge: unleash opportunities forsuccess in the age of innovation
7th & 8th march 2016Vienna marriott hotel, Vienna
Marketforce’s 17th Annual Conference
Carlo VivaldiSEVP-HeadofCEE&DeputyCEOuniCredit bank Austria
Robert mulhallDirector of Retail & Business BankingAib
peter lakataChief Marketing Officer & General ManagerZuno bank
Jakub petrinaChief Marketing OfficerAir bank
Tuomas manninenChief Customer Experience OfficerOp Financial Group
Alex lettsChief Executive OfficerFfrees
Over two days, TheFutureofretailBanking:Europe will bring together 150+ senior representatives from all across Europe. Covering the latest cutting-edge developments across the industry, this is a unique chance to gain real insights into the major transformations that retail banks are undergoing and to take advantage of the digital future.
michal KwiecienHeadofDigitalBankingbNp paribas
harrie VollaardDirector of InnovationRabobank
deniz devrim CengizDirector of Digital BankingTEb
stefano CioffiCommercial & Marketing DirectorWebank
ingrid bocrisHeadofMarketingforInternational Retail Bankingsociété Générale
mindreci dragosDigital Banking DirectorOTp bank
WWW.MArKetForCe.eU.CoM/rbe330
eArlY reGIstrAtIoN rAtes AvAIlAble
Book before 12th Februarytosave€200
The sense of innovation underpinning the two days was fascinating, and left one more optimistic about the industry”Director&GlobalHeadofStrategyImplementation,HSBC
Inspiring topics, good qualified speakers”Senior Business Controller, Rabobank
silVER spONsOR:
Featuring a line-up of CEO and board-level speakers from major retail banks across Europe, this event is an exciting opportunity to gain strategic insights and practical takeaways to stay ahead in a fast-moving and innovative world.
Retail banking continues to be transformed in the face of technological development and new customer expectations. This conference will prepare you to flourish in this new environment, with industry-leaders exploring how to grab the initiative in a dynamic industry.
Join us in Vienna at this must-attend conference to network and learn from your peers at a critical time of change.
TOpiCs TO bE disCussEd:
• Takingadvantageofthepowerofomnichannelandmobile to provide an integrated customer experience
• Fosteringinnovationinyourculturetobecomealeaderin your industry
• Harnessthepotentialofdatatounleashnewinsights
• Thedigitalbranch:amodernexperienceforanewcustomer
• Utilisingtechnologytostayaheadofthecompetition
AIB GroupAir BankAkbankAktif Yatirim Bankasi Anonim SirketiBanca Monte Dei Paschi Di SienaBankofFinlandBanque et Caisse d’Epargne de l’Etat LuxembourgBarclays GroupBNP ParibasCoinifyDanske BankDeutsche BankDeutsche PostbankDigicashEesti KrediidipankEFGBankGroupEris IndustriesErste BankEtelä-Karjalan SäästöpankkiEurobank ErgasiasFfreesFinansbank
FirstInvestmentBankHellenicBankIdea Bank RomaniaING BankIntesa SanpaoloLähiTapiolaNordeaOPFinancialGroupOTP BankOyak BankPermanent TSBPKO Bank PolskiRabobank GroupRaiffeisen BankSambaFinancialGroupSEB GroupSociété GénéraleSwedbankSwedish Bankers’ AssociationTEBUniCreditGroupVirgin MoneyWebankZuno Bank
WhO Will yOu mEET?
Last year’s event was attended by over 180 senior industry professionals from over 90 companies. Companies already registeredtoattendthisyearinclude:
Very good content, good mix of commercial insights, risk and technology, organisational matters”General Manager, KBC Group
Very good combination of presentation/speakers & networking/participants” HeadofGroupStrategicDevelopment,HellenicBank
Very useful, well organised and full of interesting topics & information”Application Architect, J&T Bank
FEEdbACK FROm pREViOusRETAil bANKiNG EVENTs
We are global leaders in influencing customer behaviour to drive revenue and value for
clients. The group offers a unique blend of industry and sector specialistsacrossfourcorecapabilities:Loyalty,LifestyleBenefits, Insurance and Assistance. Over 500 financial services organisations trust us to add value to their customer relationships.www.collinsongroup.com
silVER spONsOR:
15+ COUnTrIESREPRESENTED
5+ HOUrSOFNETWORKING
Join us for a drinks reception in central
Vienna on the evening of day one. Continue
the discussions from the day with your
peers in an informal setting.
dAy 1 - mONdAy 7Th mARCh 2016
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09.00 Welcome address by marketforce
09.05 Chair’s opening remarks
preparing for the future – driving banking into a new age
09.10 building the retail bank of the futureCarlo Vivaldi, SEVP-HeadofCEE&DeputyCEO,uniCredit bank Austria
09.30 Creating a truly digital international bank Robert mulhall, Director of Retail & Business Banking, Aib
09.50 Engaging customers in the digital age peter lakata, Chief Marketing Officer & General Manager, Zuno bank
10.10 Advisory session
10.30 P2P
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Panel Discussion
The next steps for success: the future for retail banking •risingcustomerexpectations:howcanbanksrespond?•Whatstepsshouldbankstaketoensuretheyarefuture-proof?•Whatopportunitiesdonewtechnologiesprovidetodeepencustomerrelationships?
•Challengerbanks:howsignificantathreatdotheypose?•Appealingtodifferentsegments:arehighlytargetedservicesnowessential?
•Whatmustbanksdotoremainrelevantinthe21stcentury?Carlo Vivaldi, SEVP-HeadofCEE&DeputyCEO,uniCredit bank AustriaRobert mulhall, Director of Retail & Business Banking, Aib peter lakata, Chief Marketing Officer & General Manager, Zuno bank
11.00 Refreshments
Customer engagement in a digital age
11.30 placing the customer at the core of innovation •Whatexpectationsdotoday’scustomershaveoftheirbank?•Whataretheneedsthatinnovationmustmeet?•Howeffectiveiscustomerideationandcrowdsourcing?•Thepowerofanalytics:modellingcustomerneedsbasedon
dataJosef holböck, General Manager, Raiffeisen Analytik
11.50
P2P
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!P2P
CaseStudy:AirBank
stimulating customer engagement: creating a bank that people love Air Bank is a Czech bank that was started in 2011 offering an innovative internet service and modern branch network that responds effectively to customer needs. Treating customers as people and not numbers the bank aims to be simple, transparent and accessible. The goal is to have customers who are engaged by the bank’s services, bringing benefits to both them and the bank, and to provide a new alternative to conventional banks. Jakub petrina, Chief Marketing Officer, Air bank
12.10 Future of customer loyaltymark Roper, Commercial Director, Collinson Group
12.30 mobile-Centric digital banking strategy: a roadmap to a leading success story•Bankingfromanywhere:creatingarefreshingbanking
experience with Akbank Direkt•AkbankDirektMobile:enablingthebestcustomerexperience on-the-go
•Integratedmobilebanking–creatingacoordinateddigitaloffering
Nazif bulent parlakol, Vice President, IT Direct Banking Applications, Akbank
12.50 Questions
13.05 Lunch
streams
14.20 The customer journey: creating meaningful interactions •Understandingcustomerbehaviour:designingagreatend-to- end experience •Creatingavenuesforcustomerfeedback:thevalueoflistening•Howcancustomerfeedbackbestbeincorporatedintoproductandservicedesign?
•Ensuringapromptandflexibleresponse:overcomingthebarriers
beyza Koyas,HeadofStrategicMarketing, bNp paribas
14.35 placing the customer at the heart of your omnichannel strategy•Acomprehensiveomnichanneloffer:isthisnowbusinesscriticalforbanks?
•Ensuringcoordinationbetweeneverychannel•Movingfromachannel-focusedtoacustomer-focused
strategy•Imbeddingomnichannelprinciplesintoyourproduct
developmentstefano Cioffi, Commercial & Marketing Director, Webank
14.50 Advisory session
15.10 selling in the digital age: optimising return on new channel investment•Developingadigitalsalesstrategy:whatisthemosteffectiveapproach?
•Creatingresponsivemarketing:usingcustomerdatatobuildfocused campaigns
•Buildingpartnershipswithretailers:whataretheopportunitiesfornewrevenue?
•Howcanyouensuresalesenhanceratherthandamagethe customerexperience?deniz devrim Cengiz, Director of Digital Banking, TEb
15.25 Questions
14.20 Fostering a culture of innovation •Encouraginginnovation:whatstepsmustbankstaketonurturetherightculture?
•Ensuringthatinnovationissupportedwiththerightsystemsand processes
•Creatingcollaborationbothinternallyandwithpartners•Actinglikeastart-up:shouldbanksbehavemorelikechallengers?
michal Kwiecien, HeadofDigitalBanking,bNp paribas
14.40 Advisory session
15.00 Erste hub: a platform for digital banking innovation maurizio poletto, Managing Director of BeeOne and Chief DesigneratErsteHub,Erste bank
15.20 P2P
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!P2P
Panel Discussion
Facilitating innovation: the opportunities and challenges •Theincubatorapproach:howcanbanksworkmoreeffectivelywithstart-ups?
•Whatarethekeystocreatinganagileandinnovation-friendlyorganisationinternally?
•Understandingsystemschallenges:howcanthesebeovercome?
The Future of Retail Banking: Europe7th&8thMarch2016|ViennaMarriottHotel,Vienna
FOR mORE iNFORmATiON, plEAsE VisiT ThE WEbsiTE AT WWW.mARKETFORCE.Eu.COm/RbE
Creating the modern bank – taking StreamA:advantage of digital channels
StreamB:building an innovative bank
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•Howcanbanksmaximisethebenefitsofcollaborationinternallyandwithpartners?
•Drivinginnovationfromthetop:whatdoeseffectiveboardbuy- inreallylooklike?michal Kwiecien,HeadofDigitalBanking,bNp paribasmaurizio poletto, Managing Director of BeeOne and Chief DesigneratErsteHub,Erste bank
15.40 Refreshments
streams
16.10 Getting value from data: making use of new and existing sources•Howarebankscurrentlyusingdata,andwhataretheopportunitiesforimprovement?
•newdatasources:whichcouldbringthegreatestvaluetobanks?
•Whatisthepotentialoflocation-baseddataandtheinternetofthings?
•Howcanbanksmakebetteruseoftheunstructureddatatheyalreadyhave?
•Overcomingsystemschallenges:whatkindofinvestmentwill deliverthebestrOI?mindreci dragos, Digital Banking Director, OTp bank
16.30 Analytics: the route to becoming a truly customer-centric bank •Howcandataimprovetheprocessofcustomeracquisition?•Usingdatatodefinewhatanidealcustomerjourneyactually
looks like•Buildinganaccuratecustomerprofile-creatingtargeted
services•Individualisedinteraction:howimportantisthisforbanks?Tuomas manninen, Chief Customer Experience Officer, Op Financial Group
16.50 Advisory session
17.10 The future of personal data •Datauseandpersonalprivacy:whatarecustomerexpectations?
•HowarenewEuropeanUniondataprotectionrulesgoingtoaffectbanks?
•Willcustomersstartholdingtheirowndataandwhenwillthishappen?
•Theimplicationsofpersonaldataasatransferableand exchangeable commodity mait Kaselo, Chief of Security and Compliance Officer, Eesti Krediidipank
17.30 P2P
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!P2P
Panel Discussion
Next steps for optimising your data strategy •Whatcanbanksdotoensurethattheyremainonthecuttingedgeofdataanalytics?
•Whatlessonscanbetakenfromotherindustries?•Theinternetofthings:howwillthisimpactdatastrategy?•Willdataprotectionlawsforceafundamentalrethinkofhowbanksholddata?
•Willcustomerseventuallyholdtheirowndataandwhatmighttheimplicationsbe?
•Howcandatabeusedtogeneratenewrevenuestreams?mindreci dragos, Digital Banking Director, OTp bankTuomas manninen, Chief Customer Experience Officer, Op Financial Groupmait Kaselo, Chief of Security and Compliance Officer, Eesti Krediidipank
16.10 maximising branch performance: conveying the bank’s strategy to the front lineAndreas papadopoulos, HeadofGroupStrategicDevelopment,hellenic ban
16.30 Reinventing the branch for an omnichannel future•Creatingthebranchoftomorrow:whatrolewillthebranchplayintenyears?
•Onechannelamongmany:linkingthebranchexperiencewithother channels
•Sellinginbranches:theroleofthebranchinthecustomer’sproduct selection journey
•Bringingdigitalintothebranch:creatinganomnichannelhubClaudia daffunchio, HeadofBranch&ATMDevelopment,intesa sanpaolo
16.50 Advisory session
17.10
P2P
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!P2P
Case Study
Speaker to be confirmed
17.30 P2P
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!P2P
Panel Discussion
banking in the physical world •Howcanbanksensurebranchesareanassetratherthanaburden?
•Shouldbankbranchesactmorelikeproductstoresthanservicecentres?
•Howcanbranchesbestbeusedtoprovideadviceonthebank’sofferings?
•Howcanbranchinteractionsbeintegratedseamlesslywithotherchannels?
•WhatmorecouldbedonewithATMs?•Isthereafutureforthetraditionalservice-basedbranch?•Howcanbranchesbeturnedintocentresfordigitalinnovation?
Andreas papadopoulos, HeadofGroupStrategicDevelopment,hellenic bankClaudia daffunchio, HeadofBranch&ATMDevelopment, intesa sanpaoloFurtherpanellisttobeconfirmed
18.00 Chair’s closing remarks and end of day one, followed by a drinks reception in central Vienna
09.00 Chair’s opening remarks
Transforming banks for the twenty-first century
09.05 how to differentiate through customer experience•Fromcustomersatisfactiontocustomerexperience•Howtoembarkonajourney:frommeasurestoaction•Whatcanbedoneinaheterogeneousenvironment:Africa,
Europe, Russiaingrid bocris, HeadofMarketingforInternationalretailBanking, société Générale
09.25 meeting the moment: creating a bank that is ready for tomorrow’s challenges•Whatexpectationsdocustomersnowhaveoftheirbank?•Howcanbanksstarttomeetthesenewdemands?•Imaginingthefuture:whatdobankswanttolooklike?•Thenewbankingecosystem:remainingcompetitiveagainst
challengersharrie Vollaard, Director of Innovation, Rabobank
09.45 Advisory session
10.05
P2P
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!P2P
CaseStudy:Ffrees
A new model for banking: placing the customer first Alex letts, Chief Executive Officer, Ffrees
dAy 2 - TuEsdAy 8Th mARCh 2016
FOR mORE iNFORmATiON, plEAsE VisiT ThE WEbsiTE AT WWW.mARKETFORCE.Eu.COm/RbE330
the power of data – StreamC:the bank’s hidden weapon
StreamD:evolving the branch experience
10.25 P2P
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!P2P
Mobile Voting
The future for banking•newplayersinthemarket:whatcantraditionalretailbankslearn?
•Willbankingbecomeafragmentedindustrysegmentedbycustomerdemographic?
•Willcross-borderM&Aincreaseandsmallerbanksneedscaletoinnovate?
•Servingtheinternationallymobile:iscross-borderbankingthefuture?
•Willlargerbankshavetobecomesmaller,orsmallerbankshavetobecomebigger?
•Howwillcustomerbehaviourchangeinthefaceofincreasedchoice?
•Payments:whatimplicationsdochangesinthissectorhaveforbanks?
Alex letts, Chief Executive Officer, Ffrees harrie Vollaard, Director of Innovation, Rabobankingrid bocris, HeadofMarketingforInternationalretailBanking, société Générale
10.50 Refreshments
innovation and disruption in payments – lessons from the frontline
11.20 payments in the digital age•Howhasthepaymentssectorbeentransformedbydigital?•Whatimpactwillthesechangeshaveontheroleofbankswithinpayments?
•Howcanbanksprepareforthesechangesintheirownindustry?
•Whatcanbanksdonowtobereadyforthefutureofpayments?
Jonathan prince,Co-Founder,digiCash
11.40 Advisory session
12.00 payments innovation at the heart of financial services transformationlysiane back, Vice President, Electronic Banking & Business, bCEE
distributed ledgers – a revolution in banking?
12.20 introduction to bitcoin and blockchain: what are they and how do they work?A blockchain is a distributed ledger that records all previous transactions across every node in the system, the most famous example of which can be found in Bitcoin. The implications of thistechnologyareenormousforanyinstitution–suchasabank–thatactsasatrustedthirdpartyintransactions.Assuchit is vital for all banks to understand how blockchain works so that they can prepare for possible disruption and begin to take advantage of its vast potential to bring increased efficiency to the way financial services function. lasse birk Olesen, Chief Product Officer, Coinify
12.40 P2P
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!P2P
Panel Discussion
distributed ledgers: a new era for banking •Atransformationinbanking:whatarethepossibleusesofblockchaintechnology?
•Inwhichareasofbankingdothegreatestopportunitiesliefordistributedledgers?
•ImaginingtheworldofblockchainwalletsandP2Plenders:the future role of banks
•Gainingacompetitiveedge:howcanblockchainbeplacedattheheartofinnovation?
•Howcanyouimbedblockchaintechnologyinbankingproducts?
•Whatcanbanksdowithregulatorstomanagetheimplicationsofdistributedledgers?
brian Fabian Crain, HeadofBusinessDevelopment,Eris industrieslasse birk Olesen, Chief Product Officer, CoinifyAdam Vaziri, Elected Board Member, digital Currency Association
13.10 Lunch
innovating through partnerships – cooperating for success
14.25 Working with fintech companies: the opportunities for banks •Howcanbanksworkwithfintechcompaniestoimprovetheirexistingservice?
•Whatlessonsdothesuccessoffintechfirmsprovideforbanks?
•remainingatthecuttingedge:howcanbanksinternalisethefintechapproach?
•Collaborationbetweencapitalholdersandinnovators:thefuture for banking
Guido poli, HeadofMarketIntelligence,banca monte dei paschi di siena
14.45 Advisory session
15.05
P2P
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!P2P
Case Study
Speaker to be confirmed
15.25 Questions
15.40 Chair’s closing remarks and end of conference
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RElATED EvEnTs
20:20 Customer Experience:Financial services9th march 2016, londonwww.marketforce.eu.com/cefs211
20:20 Customer Experience:Financial services nordics14th & 15th march 2016, Copenhagenwww.marketforce.eu.com/cxnordics211
The Future of Digital Banking:Asia Pacific15th & 16th march 2016, singaporewww.marketforce.eu.com/digibankingasia211
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registrations on or before 12th February 2016
registrations after 12th February 2016
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The Future of Retail Banking: Europe7th&8thMarch2016|ViennaMarriottHotel,Vienna
To register your place, please visit the website at www.marketforce.eu.com/rbe330 or fill out the below form and return to [email protected],pleasecall+44(0)207 760 8699.
Very good content, good mix of commercial insights, risk and technology, organisational matters”General Manager, KBC Group
Very good combination of presentation/speakers & networking/participants”Head of Group Strategic Development, Hellenic Bank
Very useful, well organised and full of interesting topics & information”Application Architect, J&T Bank
CODE: AB208