The Future of Retail Banking is back and is bigger and better than before. With a brand new day focused on Customer Engagement in Banking and a stellar speaker line-up confirmed, the event will provide the perfect platform to learn from those driving change across the industry.
It’s no secret that innovation is absolutely crucial to remain competitive in the banking landscape. Our two day Retail Banking Summit will give you the knowledge you need to succeed, with hot topics on the agenda including artificial intelligence, open banking and app-only banking.
Our new third day, Customer Engagement Banking, will explore a wide array of business-critical topics ranging from personalisation and value-adding services to brand evangelists and encouraging customers to care about banking.
Key highlights of your conference experience:
Tuesday, 29th November 2016
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?
- 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?
- 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
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.
Wednesday, 30th November 2016
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?
- 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?
- 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?
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?
- Changes in regulation and standards
- Fintech developments – challenger and incumbents
- Initial conclusions from latest Fairbanking survey
- What could customers be experiencing in 2017?
- 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
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?
- 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?
- 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
- 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?
- 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
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?
- 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
We’ve been busy putting together some content to get you excited for The Future of Retail Banking. To whet your appetite, we’ve got an exclusive interview with Steven Cooper, Chief Executive Officer, Personal Banking at Barclays, as well as lots more information about what you can expect on the day.
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 confirmed to attend this year:
- Atom Bank
- Barclays Bank
- Capital One
- C Hoare & Co
- Clydesdale Bank
- Credit Suisse
- Danske Bank
- Leeds Building Society
- Lloyds Banking Group
- Metro Bank
- Monzo Bank
- Nordea Bank
- Permanent TSB
- Raffeisien Bank
- Sainsbury's Bank
- Tandem Bank
- Tesco Bank
- TSB Bank
- Unity Trust Bank
- Yorkshire Building Society
A breakdown of attendees from 2015:
Gold Sponsors - Retail Banking Summit
Gold Sponsor - Customer Engagement in Banking
Silver Sponsors - Retail Banking Summit
Silver Sponsor - Customer Engagement in Banking
Bronze Sponsor - Retail Banking Summit
Exhibitors - Retail Banking Summit
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