The Future of Retail Banking
Nov - Dec 29-01 2016

The Future of Retail Banking

including the Customer Engagement in Banking Day

etc.venues St Paul's, London

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:

  • Discuss the new CMA inquiry with the Chair, and CEOs from both Barclays and Tandem Bank
  • Hear from the FCA about the regulatory future post-referendum
  • Take part in in-depth discussions with your peers on the future role of the bank in customers’ lives
  • Explore the future of FinTech and listen to pitches from some of Europe’s most exciting start-ups
  • Network with leading innovators from every section of the retail banking industry

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Speakers

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Programme

Print Programme

Tuesday, 29th November 2016

09:00
Welcome address by Marketforce
09:05
Chairman’s opening remarks

Session One: Increasing competition in banking

09:10
Prioritising the customer: the secret to success
Steven Cooper

Chief Executive Officer, Personal Banking

Barclays

09:30
Disrupting the status quo: the challenger perspective
Ricky Knox

Chief Executive Officer

Tandem Bank

09:50
Retail Banking Market Investigation: the next steps
Alasdair Smith

Inquiry Chair

Competition & Markets Authority

10:10
Advisory Session
10:30
Leaders’ Forum

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?
Alasdair Smith

Inquiry Chair

Competition & Markets Authority

Steven Cooper

Chief Executive Officer, Personal Banking

Barclays

Ricky Knox

Chief Executive Officer

Tandem Bank

11:00
Refreshments

Session Two: Banking automation – taking digital innovation to the next level

11:30
Automating the customer experience
  • 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?
Suresh Vishwanathan

Chief Operating Officer, Retail and Business Banking

Barclays

11:50
Using Predictive Analytics to Drive Personal Offering
Dr. Reuven Shnaps, PhD

Chief Analytics Officer

Earnix

12:10
AI and automation: invisible innovations in back-office software
Jonas Huckestein

Chief Technology Officer

Mondo Bank

12:30
Questions
12:40
Lunch hosted by Earnix

Session Three: Streams

Stream A: Ensuring quality CX – overcoming security and identification obstacles
13:55
Chaired by
14:00
Know your enemy: where will attacks come from next?
  • 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?
Paul Cain

Global Head of Fraud Analytics and Optimisation

HSBC Group

14:20
Advisory Session
14:40
Questions
14:50
Q&A

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?
Rob Kerner

Head of Strategy, CX

Royal Bank of Scotland

15:10
Refreshments and enhanced networking
Stream B: Transforming lending – exploring new and exciting possibilities
13:55
Chaired by
14:00
Innovative mortgage products: from help-to-buy to buy-to-let
  • 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? 
Maria Harris

Director of Mortgages

Atom Bank

14:20
Advisory Session
14:40
Case study: pursuing scale – the ongoing rise of alternative finance
Rhydian Lewis

Chief Executive Officer

RateSetter

15:00
Questions
15:10
Refreshments and enhanced networking

Session Four: The Future of FinTech

15:55
Disruptor or collaborator? Analysing FinTech’s new place within the industry
  • 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
Ben Brabyn

Director

Level 39

16:15
Advisory Session

Senior representative, Kofax from Lexmark 

16:35
Questions
16:40
Lightning Pitches

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.

Ben Sanders

Chief Operating Officer

Pockit

Dr. Tamaz Georgadze

Chief Executive Officer

Raisin

Session Five: Closing keynote address

17:25
Title to be confirmed
Miguel-Ángel Rodríguez-Sola

Group Director, Digital

Lloyds Banking Group

17:45
Questions
17:50
Chairman’s closing remarks followed by a drinks reception

Wednesday, 30th November 2016

09:00
Chairman’s opening remarks

Session Six: Remaining relevant – considering changing customer behaviours

09:05
Growing customer demands: exploring future developments
Steve Pateman

Chief Executive Officer

Shawbrook Bank

09:25
The benefits of being led by customer behaviour
Shashidhar Bhat

Head Digital Banking EMEA Consumer

Citi

09:45
Advisory Session

Senior representative, ContactPartners  

10:05
Case study: tomorrow’s world – predicting the next big thing
Nicola Millard

Customer Futurologist

BT

10:25
Panel Discussion

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?
Steve Pateman

Chief Executive Officer

Shawbrook Bank

Shashidhar Bhat

Head Digital Banking EMEA Consumer

Citi

Nicola Millard

Customer Futurologist

BT

10:50
Refreshments

Session Seven: Maintaining functioning and innovative systems

11:20
Envisaging the future of banking operations
  • 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?
Chris Popple

Managing Director, Digitisation

Royal Bank of Scotland

11:40
Advisory Session
Omer Fuchs

Director, Product Management – Back Office Workforce Optimisation

NICE Systems

12:00
Case study: future-proofing transformation – overcoming the legacy of tomorrow
Matthew Glover

Head of Transformation

Unity Trust Bank

12:20
Questions

Session Eight: Blockchain – the possibilities are endless

12:30
Interview

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?            
Adam Vaziri

Member

Digital Currency Association

Richard Crook

Head of Innovation Engineering

Royal Bank of Scotland

13:00
Lunch hosted by BookingBug

Session Nine: A view from the regulator

14:15
Lunchtime Keynote Address

FCA Update

Karina McTeague

Director of Retail Banking

Financial Conduct Authority

14:35
Questions

Session Ten: Open Banking – changing the nature of the industry

14:40
Driving innovation by breaking down barriers
  • 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?
Gavin Starks

Chief Executive Officer

Open Data Institute

15:00
Advisory Session
15:20
PSD2 and beyond: understanding the impact of open regulation
  • 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?
Becky Clements

Head of Payments Operations

Metro Bank

15:40
Panel Discussion

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?
Gavin Starks

Chief Executive Officer

Open Data Institute

Becky Clements

Head of Payments Operations

Metro Bank

Mark Rosel

Director, Digital Product Strategy

Capital One

16:10
Chairman’s closing remarks and end of Day Two

Thursday, 1st December 2016

09:00
Welcome address by Marketforce
09:05
Chairman’s opening remarks

Session One: Encouraging customers to care about banking – a view from the leaders

09:10
Building a bank with our customers
Tom Blomfield

Chief Executive Officer and Co-founder

Mondo Bank

09:30
Designing an engaging experience for both customers and staff
Nick Kennett

Group Director, Financial Services

Post Office

09:50
Case Study: B – a smart digital banking service
Helen Page

Chief Marketing Officer

Clydesdale and Yorkshire Banking Group

10:10
Advisory Session
10:30
Leaders’ Forum

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?
Tom Blomfield

Chief Executive Officer and Co-founder

Mondo Bank

Nick Kennett

Group Director, Financial Services

Post Office

Helen Page

Chief Marketing Officer

Clydesdale and Yorkshire Banking Group

11:00
Refreshments

Session Two: Personalised banking – optimising your approach

11:30
Recognising what personalised services people really want
  • 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

11:50
Advisory Session
12:10
Case study: building a personalised bank
Stewart Bromley

Chief Operating Officer

Atom Bank

12:30
Questions

Session Three: Learning from the leaders – an out-of-industry viewpoint

12:40
Looking beyond banking: engaging customers at every level
  • 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
David Collins

Founder and Group Marketing Director

Great National Hotels & Resorts

13:00
Questions
13:05
Lunch

Session Four: Going above and beyond – the possibilities of value-adding services

14:20
Friend, advisor, bank: being more for the customer
  • 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?
Christian Nelissen

The Data Guy

Royal Bank of Scotland

14:40
Advisory Session
15:00
Case study: moneygarden – the power of PFM
Thomas Kirst

Founder and CEO

moneygarden

15:20
Peer-to-peer discussion

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?
16:00
Refreshments

Session Five: Understanding the return on investment of customer engagement

16:30
Brand evangelists: the best kind of advertising
  • 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?
Katie Dulake

Head of Brand and Marketing

TSB

16:50
Advisory Session
17:10
Exploring the value of a loyal customer
  • 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

17:30
Questions
17:40
Chairman’s closing remarks and end of conference

Print Programme

Who attends?

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
  • Axxiome
  • Bank of England
  • Barclaycard
  • Barclays Group
  • Baringa Partners
  • Be
  • Bridgeforce
  • Burgan Bank
  • Celent
  • CivilisedInvestments
  • Close Brothers Group
  • CORE
  • Customers Bank
  • Danske Bank
  • Deloitte
  • Deutsche Kreditbank
  • Erste Bank
  • Fair Banking
  • Ffrees
  • Financial Times
  • Focus Solutions
  • Gartner
  • GB Group
  • HSBC Group
  • ICICI Bank UK
  • Impact Executives
  • Intelligent Environments
  • Investec
  • Ipsos MORI
  • Iress
  • KPMG
  • Leathwaite
  • Leeds Building Society
  • Lloyds Banking Group
  • Marketfinder
  • MasterCard
  • Masthaven Bank
  • Metro Bank
  • Moneysupermarket.com
  • Monmouthshire Building Society
  • National Savings & Investments
  • Nationwide
  • Neue Argauer Bank
  • Nucleus Software
  • Oracle Corporation
  • Post Office
  • RateSetter
  • Royal Bank of Scotland
  • Sainsbury's Bank
  • Salesforce
  • Santander
  • SEB Group
  • Skipton Building Society
  • Skrill
  • Societe Generale
  • Starling Bank
  • Startupbootcamp FinTech
  • The Co-operative Banking Group
  • The Nostrum Group
  • TSB Bank
  • Turn2Us
  • Yorkshire Building Society

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Venue Details

etc.venues St Paul's, London
200 Aldersgate, London, EC1A 4HD

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