In turbulent times, it is more important than ever to keep up with the latest developments in this fast-moving industry. The Future of Retail Banking is the premier platform to learn from those leading the change at the incumbents and the challengers and hear about the most exciting innovations right now, including artificial intelligence, open banking and app-only banking.
New for 2016 the event now includes a whole day on Customer Engagement in Banking, offering the opportunity to explore issues such as personalisation, value-adding services, brand evangelists and encouraging customers to care about banking in greater depth.
Opportunities across the three days include:
Tuesday, 29th November 2016
Session One: Increasing competition in banking
Envisaging the future banking landscape
- To what extent will the banking industry look considerably different by 2020?
- In what ways might open banking initiatives revolutionise the sector?
- Will customers notice any significant change once ringfencing has taken full effect?
- Are there any changes that would effectively encourage greater switching in banking?
- Will challenger banks and disruptors such as Google and Amazon increase competition?
- With more and more new players, is a round of mergers and acquisitions on the horizon?
- Subsidiary banks: the answer to the traditional bank’s problems?
- How might FIIC and charging accounts develop over the next decade?
Session Two: Banking automation – taking digital innovation to the next level
- To what extent can all banking processes be automated?
- How might customers react to interacting with automated systems?
- How can the pitfalls of a malfunctioning machine be mitigated?
- What will be the greatest impediment to greater automation?
Session Three: Streams
- Stream A: Ensuring quality CX – overcoming security and identification obstacles
- Stream B: Transforming lending – exploring new and exciting possibilities
- What new methods and technologies are hackers currently using? How can you prepare?
- Evolving malware, evolving security: what new security measures offer better protection?
- Beating hackers at their own game: do penetrative tests spot system weaknesses first?
- How do you ensure the security of third parties?
Suitable security: balancing prevention strategies with customer experience
In this session, two senior banking experts will be interviewed on the relationship between security and customer experience.
Topics to be considered include:
- What are the key friction points where customer experience and security clash?
- How understanding are customers about security? How can this be improved?
- Loss tolerance – should limited loss be accepted to ensure seamless CX?
- How might security measures and customer experience be improved simultaneously?
- Which products offer the most potential for modernisation?
- How can lenders develop a culture that encourages product innovation?
- How will increasing mortgage terms affect product choices?
- What are the key factors for winning over millennial minds?
Session Four: The Future of FinTech
- Inside or out? To what extent are FinTech players now a core part of the banking sector?
- Supporter and partner: what role should banks play in the FinTech space?
- How might both sides be changed by greater collaboration?
- Where next for FinTech? Uncovering the next stage of innovation
Senior representative, Kofax from Lexmark
Predicting the next big thing: future FinTech innovation
Delegates will now hear from representatives of three FinTechs as they deliver “lightning pitches”. They will demonstrate how they hope to transform the retail banking sector as we know it, and you will have the opportunity to question them on what they believe might be the next big innovations.
Session Five: Closing keynote address
Wednesday, 30th November 2016
Session Six: Remaining relevant – considering changing customer behaviours
Senior representative, ContactPartners
Delivering what customers really want: how to keep pace
- What do customers really want from their banks?
- How are digital developments set to further shape consumer behaviour?
- What news roles can banks play in the digital age?
- Should banks simply respond to consumer behaviour or should they take the lead?
- Which are the best ways of understanding customer demands?
- What new opportunities does customer ideation offer?
Session Seven: Maintaining functioning and innovative systems
- Is this the legacy tipping point? Could old systems ever be abandoned altogether?
- DevOps: how can a strategy of perpetual development improve operations?
- Are customer-centric operations possible? What do they look like?
- What opportunities do new technologies offer?
Session Eight: Blockchain – the possibilities are endless
A spotlight on blockchain
- What is driving the need for investment in blockchain technology?
- Will blockchain replace or run alongside existing infrastructure?
- What forms of industry collaboration will be crucial to the success of blockchain?
- Going beyond payments: where else does the potential for blockchain lie in banking?
- What working examples of blockchain can be looked to for inspiration?
- What security risks come with blockchain and what can be done to mitigate them?
- Regulating blockchain: how will this evolve?
Session Nine: A view from the regulator
Session Ten: Open Banking – changing the nature of the industry
- How might open banking and data enhance the ongoing transformation of the industry?
- What will be the long term effects of an open API framework?
- Open Data: how likely is it that customers will one day own their own data?
- What will the OBWG be focusing on over the coming year?
- In what ways will PSD2 help facilitate greater collaboration?
- How might PSD2 have further, unexpected long-tern effects?
- What obstacles still need to be overcome in order for the regulation to be effective?
- Could further regulation be used to encourage openness in others parts of the industry?
The foundations of open innovation
- Defining what open data and open API’s really means for banking
- Why is a shared set of standards so fundamental to opening up the industry?
- Where can we look for examples of how these standards might work in reality?
- Where will funding for these initiatives come from?
- Is regulation the only way in which banking can be encouraged to be more open?
- How will open regulation work in relation to existing legislation such as data protection?
- How can these changes be explained to customers in order for them to take advantage?
Thursday, 1st December 2016
Session One: Encouraging customers to care about banking – a view from the leaders
Building stronger relationships with customers
- In what ways will engagement become increasingly vital over the coming years?
- What are some of the pitfalls when developing an engagement strategy?
- How important are emotional connections with customers and how can they be nurtured?
- What news opportunities are there to offer value-added services?
- How can data drive a successful engagement strategy?
- Which new technologies will have the greatest impact on customer engagement?
- How can the return on investment be best measured?
Session Two: Personalised banking – optimising your approach
- How best can you prioritise which services to personalise?
- How do differing customer segments vary in their expectations of personalisation?
- Where does the line fall between intuitive and intrusive?
- Do the benefits of total personalisation justify the level of investment required?
Speaker to be confirmed
Session Three: Learning from the leaders – an out-of-industry viewpoint
- Creating an experience customers are excited to be a part of
- Beyond the call of duty: doing more for customers
- How can you encourage staff to engage more with customers?
- Creating an asset out of noisy customers
Session Four: Going above and beyond – the possibilities of value-adding services
- What services can banks offer beyond traditional accounts and loans?
- How much support and advice do customers require from banks in the modern day?
- Why will it become increasingly vital to play a bigger role in customers’ lives?
- The connected customer: what opportunities will the Internet of Things offer banks?
Exploring the future role of banks in customers’ lives
During this session delegates will have the opportunity to discuss the questions below at their tables. A nominated representative from each table will then share their conclusions with the Chairman and speakers for comment.
- How can banks maintain control of relationships and avoid a back-end only role?
- What role can engagement play in relationship building?
- What new roles could banks play in customers’ lives?
- In what ways can data offer integral insight into the roles banks might fulfil?
- What is the potential value of growing banking’s everyday role?
- What new revenue streams does an engagement strategy open up?
Session Five: Understanding the return on investment of customer engagement
- How can you create a culture and brand customers believe in?
- Why are believers so valuable?
- In what ways can you deploy evangelists to your greatest advantage?
- How can you maintain evangelist interest over the long term?
- Why will loyalty become increasingly vital over the next five years?
- What unexpected opportunities do loyal customers create?
- Capturing higher margin business: the significance of analytics, pricing and insight
- How can you demonstrate this value to the board?
Speaker to be confirmed
The Future of Retail Banking regularly attracts over 250 senior representatives from leading financial institutions from across the world. Here is a sample list of companies who attended in 2015:
- ACI Worldwide
- Alfa Bank
- Arion Bank
- Assurant Solutions
- Atom Bank
- AXA Group
- Bank of England
- Barclays Group
- Baringa Partners
- Burgan Bank
- Close Brothers Group
- Customers Bank
- Danske Bank
- Deutsche Kreditbank
- Erste Bank
- Fair Banking
- Financial Times
- Focus Solutions
- GB Group
- HSBC Group
- ICICI Bank UK
- Impact Executives
- Intelligent Environments
- Ipsos MORI
- Leeds Building Society
- Lloyds Banking Group
- Masthaven Bank
- Metro Bank
- Monmouthshire Building Society
- National Savings & Investments
- Neue Argauer Bank
- Nucleus Software
- Oracle Corporation
- Post Office
- Royal Bank of Scotland
- Sainsbury's Bank
- SEB Group
- Skipton Building Society
- Societe Generale
- Starling Bank
- Startupbootcamp FinTech
- The Co-operative Banking Group
- The Nostrum Group
- TSB Bank
- Yorkshire Building Society
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