The Future of Retail Banking
Nov 28-29 2017

The Future of Retail Banking

including the Customer Engagement in Banking Day

etc.venues St Paul's, London

The Future of Retail Banking - Key Benefits - 250+ Attendees, 18+ hours of content, 8+ hours of networking, 45+ speakers


Documentation

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In 2016, The Future of Retail Banking focused on customer engagement. It is no secret that innovation is absolutely crucial to remain competitive in the banking landscape and making your customers care about banking is key.

Our two day retail banking conference is the leading platform for business leaders to hear from expert speakers on key industry trends such as artificial intelligence, open banking and app-only banking and to meet like-minded professionals.

We are delighted to announce that this conference will be returning in November next year, so join the mailing list to be the first to hear about our developments. 

If you are interested in sponsorship opportunities, please get in touch here.

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Our 2016 Speakers

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Hot topics for 2016

 

 Hot topics such as automation and AI, customers experience, Fin Tech, blockchain etc



2016 Programme

Print Programme

Tuesday, 29th November 2016

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

Head of Banking

Moneysupermarket.com

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
Retail Banking Market Investigation: the next steps
Alasdair Smith

Inquiry Chair

Competition & Markets Authority

09:50
Disrupting the status quo: the challenger perspective
Ricky Knox

Chief Executive Officer

Tandem Bank

10:10
4 banking business models for the digital age
Ben Robinson

Chief Strategy and Marketing Officer

Temenos

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?
Colin Garland

Director

Competition and Markets Authority

Steven Cooper

Chief Executive Officer, Personal Banking

Barclays

Ricky Knox

Chief Executive Officer

Tandem Bank

Ben Robinson

Chief Strategy and Marketing Officer

Temenos

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

Barclays UK

11:50
Using Predictive Analytics to Drive Personalized Offering
Dr. Reuven Shnaps

Chief Analytics Officer

Earnix

12:10
The invisible competitive advantage of good back-office tools
Jonas Huckestein

Chief Technology Officer

Monzo 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 Alastair Brown, VP Marketing, Dealflo
Alastair Brown

VP Marketing

Dealflo

14:00
Know your enemy: where will attacks come from next?
  • What new methods and technologies are hackers currently using? How can you prepare?
  • What new security measures offer better protection?
  • Fraud detection in an increasingly consumer-driven world: using data science to balance service and fraud
  • Holistic view of customer fraud management: a single view
Paul Cain

Global Head of Fraud Systems and Analytics

HSBC Group

14:20
A viewpoint from Europol
14:40
The Future of Agreement Automation : Balancing Compliance and Customer Expectations
  • What the 21st century customer expects from the financial services industry at point of sale
  • Protecting your customer and your business with ID verification, evidence, audit trails, validation and authentication
  • Future proofing processes – Using Platform as a Service to keep you ahead of new challenges and risks
  • Case study : why e-Signatures are not enough
Abe Smith

Chief Executive Officer

Dealflo

15:00
Questions
15:10
Extended networking break
Stream B: Transforming lending – exploring new and exciting possibilities
13:55
Chaired by Kevin Mountford, Head of Banking, Moneysupermarket.com
Kevin Mountford

Head of Banking

Moneysupermarket.com

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
Virtual Reality - What's in it for lending?
  • Virtual Reality - hype or real value
  • Why we should bother with Virtual Reality
  • Ideas for merging the technology with the business
Michał Kowalski-Potok

Business Development Manager

Comarch

14:40
The hidden cost of certainty in banking
Rhydian Lewis

Chief Executive Officer

RateSetter

15:00
Questions
15:10
Extended networking break

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
Rob Kerner

Head of Strategy, CX

Royal Bank of Scotland

16:15
A banker’s journey through the world of FinTech: a tale of fear and fabulous beasts

In this session, a lapsed banker laces the story of his journey through the world of banking technology with contemporary examples of industry best practice.

Jim Close

Regional Vice President, UK & I

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

Jens Woloszczak

Chief Executive Officer

Spotcap

Session Five: Closing keynote address

17:25
Transforming Britain's biggest bank after 250 years: the Lloyds' story
Nick Williams

Managing Director, Digital

Lloyds Banking Group

17:45
Questions
17:50
Chairman’s closing remarks
Kevin Mountford

Head of Banking

Moneysupermarket.com

17:55
End of Day 1 followed by drinks reception

Wednesday, 30th November 2016

09:20
Chairman’s opening remarks
Tony Gandy

Visiting Professor

The London Institute of Banking and Finance

Session Six: Remaining relevant – considering changing customer behaviours

09:25
Growing customer demands: exploring future developments
Steve Pateman

Chief Executive Officer

Shawbrook Bank

09:45
Influencing customer behaviour, one step at a time
Russell Hopcraft

Director and Co-founder

ContactPartners

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

Customer Experience 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 Experience Futurologist

BT

Russell Hopcraft

Director and Co-founder

ContactPartners

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?
Declan O’Gorman

Digital & Engineering Services – Technology

Royal Bank of Scotland

11:40
Uncovering the true potential of your back office
  • Maximising efficiency: integrating data, forecasting trends and engaging employees  
  • How to work intelligently: right information, right employee, right time
  • The power of robotic automation: freeing your workforce
  • How best can you ensure compliance while elevating your customer service?
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
Fireside chat

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?            
Matthew Griffin

Founder & Chief Executive Officer

311 Institute

Adam Vaziri

Director

Diacle

Richard Crook

Head of Innovation Engineering

Royal Bank of Scotland

12:50
Lunch hosted by BookingBug

Session Nine: A view from the regulator

14:05
Lunchtime Keynote Address

FCA Update

Karina McTeague

Director of Retail Banking

Financial Conduct Authority

14:25
Questions

Session Ten: Ensuring a smooth experience – onboarding through digital channels

14:30
Moving to a new retail banking era with customers – customer experience and rising fraud
  • ‘Banking style’ security vs. ‘eCommerce style security’
  • Recognising the value of online identification to buy new financial products
  • Is there a ‘silver bullet’ for the ultimate trust level or is it a matter of augmentation?
  • Use case: A European experience
Marc Straat

Head of InfoCert International

InfoCert International

14:50
Questions

Session Eleven: The Fairbanking Foundation – improving financial well-being

14:55
2017: will a tipping point have occurred in customer financial well-being?
  • Changes in regulation and standards
  • Fintech developments – challenger and incumbents
  • Initial conclusions from latest Fairbanking survey
  • What could customers be experiencing in 2017?
Antony Elliott OBE

Chief Executive

Fairbanking Foundation

15:15
Questions

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

15:20
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?
David Beardmore

Commercial Director

Open Data Institute

15:40
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?
Mark Hipperson

Chief Technology Officer

Centtrip

16:00
Interview

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?
Peter Wells

Policy Associate

Open Data Institute

Mark Hipperson

Chief Technology Officer

Centtrip

Mark Rosel

Director, Digital Product Strategy

Capital One

16:20
Chairman’s closing remarks and end of Day Two
Tony Gandy

Visiting Professor

The London Institute of Banking and Finance

Thursday, 1st December 2016

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

Chief Executive Officer

Customer Buyology

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

Monzo 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

CYBG Plc

10:10
How can banks compete in the attention economy?
  • To what extent are best experience baselines set across industries?
  • How do you engage your customer in the design experience?
  • How do you retain customers in the long term? The key success factors
  • Deepening customer insight: the influence of a single customer view
  • Exploring future innovation: how might new technologies aid greater engagement?
Richard Peers

Director Financial Services Industry

Microsoft

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

Monzo Bank

Nick Kennett

Group Director, Financial Services

Post Office

Helen Page

Chief Marketing Officer

CYBG Plc

Richard Peers

Director Financial Services Industry

Microsoft

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?
Alex Letts

Chief Executive Officer

U

11:50
Case study: building a personalised bank
Michael Sherwood

Head of Customer Experience

Atom Bank

12:10
Questions

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

12:20
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

Co-Founder & Chief Operating Officer

Great National Hotels & Resorts

12:40
Questions
12:45
Lunch hosted by Microsoft

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

14:00
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?

Christian Nelissen

The Data Guy

Royal Bank of Scotland

14:20
Driving digital engagement and loyalty with your customers
  • Balancing customer expectations and the commercial challenges of technology innovation 
  • Creating a flexible loyalty ecosystem for motivating greater digital customer engagement
  • Proven strategies for influencing customer behaviour that drives loyalty and spend
Mark Roper

Commercial Director

Collinson Group

14:40
Case study: moneygarden – the power of PFM
Thomas Kirst

Founder and CEO

moneygarden

15:00
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?
15:40
Refreshments

Session Five: Understanding the return on investment of customer engagement

16:10
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

16:30
Exploring the value of a loyal customer
Chris Pettit

Head of Strategy, Future Williams & Glyn

Royal Bank of Scotland

16:50
Questions
17:00
Chairman’s closing remarks and end of conference
Alex Letts

Chief Executive Officer

U

Print Programme

Who attends?

The Future of Retail Banking regularly attracts over 250 senior representatives from leading financial institutions from across the world. It is a key meeting place for banks across UK and Europe. Here's a list of companies that confirmed to attend in 2016: 

  • Atom Bank  
  • Barclays Bank   
  • BT  
  • Capital One  
  • C Hoare & Co  
  • Citibank  
  • Clydesdale Bank  
  • Credit Suisse  
  • Danske Bank  
  • Diacle  
  • HSBC  
  • Leeds Building Society  
  • Lloyds Banking Group  
  • Metro Bank  
  • Moneygarden  
  • Monzo Bank  
  • Nordea Bank  
  • Permanent TSB  
  • Raffeisien Bank  
  • RBS  
  • Sainsbury's Bank  
  • Tandem Bank  
  • Tesco Bank  
  • TSB Bank  
  • Unity Trust Bank  
  • Yorkshire Building Society

 

 

A breakdown of attendees from 2015:

 

Retail banks, professional services, IT solutions, other



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

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