The Future of Retail Banking: Europe
Mar 07-08 2016

The Future of Retail Banking: Europe

Gaining competitive edge: unleash opportunities for success in the age of innovation

Vienna Marriott Hotel, Vienna

Documentation

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Retail banking continues to evolve in the face of technological development and new customer expectations. Join us at this annual must-attend conference to network and learn from your peers at a critical time of change.

Over two days, The Future of Retail Banking: Europe brings together 150+ senior figures from retail banks from all across Europe. Covering all the key strategic concerns and opportunities in the industry, this banking event also presents practical case studies, providing vital business takeaways. 

Highlights in 2016:

  • Heard CEO and board-level perspectives on the future for retail banking in a digital age
  • Found out how to take advantage of the opportunities that new channels open up for banks
  • Discovered how to create a more innovative banking culture and prepare for the data revolution
  • Learnt what the next generation of branches will look like and how to meet the needs of the modern customer
  • Gained critical insight into the disruption facing the industry; new players, new technology, and what banks can do to remain at the cutting-edge
  • View highlights from our UK event>>

Topics discussed in March 2016:

  • Providing a seamless omnichannel experience and appealing mobile offer
  • Fostering innovation and managing cultural change
  • Making better use of data to become more response to customer needs
  • Creating the modern branch: new roles in the digital future
  • Taking advantage of fintech and cutting-edge technological advances
     

Speakers

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Programme

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Monday, 7th March 2016

09:20
Welcome address by Marketforce
09:25
Chair’s opening remarks
David Gamboa Riano

Group Retail Business Development, Multichannel Strategy

Erste Bank

Session One: Preparing for the future – driving banking into a new age

09:30
Building the retail bank of the future
Carlo Vivaldi

SEVP - Head of CEE & Deputy CEO

UniCredit Bank Austria

09:50
Creating a truly digital international bank
Paul Butler

Head of Direct Channels Sales

AIB

10:10
Engaging customers in the digital age
Peter Lakata

Chief Executive Officer

Zuno Bank

10:30
Panel Discussion

The next steps for success: the future for retail banking  

  • Rising customer expectations: how can banks respond?
  • What steps should banks take to ensure they are future-proof?
  • What opportunities do new technologies provide to deepen customer relationships?
  • Challenger banks: how significant a threat do they pose?
  • Appealing to different segments: are highly targeted services now essential?
  • What must banks do to remain relevant in the 21st century?
Paul Butler

Head of Direct Channels Sales

AIB

Peter Lakata

Chief Executive Officer

Zuno Bank

11:05
Refreshments

Session Two: Customer engagement in a digital age

11:35
Placing the customer at the core of innovation
  • What expectations do today’s customers have of their bank?
  • What are the needs that innovation must meet?   
  • How effective is customer ideation and crowdsourcing?  
  • The power of analytics: modelling customer needs based on data
Josef Holböck

General Manager

Raiffeisen Analytik

11:55
Future of customer loyalty
  • The challenges of changing market dynamics and consumer demands in delivering loyalty and commercial results
  • Understanding the prized “mass affluent” consumer and their attitudes to loyalty
  • Proven strategies for creating more engaged, loyal and profitable customers today and tomorrow
Mark Roper

Commercial Director

Collinson Group

12:15
Akbank Investment Services: the only thing you have to know about investing
  • Using the expertise of Akbank, Ak Invest and Ak Portfolio: challenges and lessons
  • Placing the customers at the heart of the service
  • New capital market regulations: what has changed and what is the impact?
  • Taking advantage of new regulations for the benefit of customers
Gökhan Eker

Vice President of IT Treasury and Investment Applications

AkBank

12:35
Questions
12:55
Lunch

Session Three: Streams

Stream A: Creating the modern bank – taking advantage of digital channels
14:10
Chair’s opening remarks
Mark Roper

Commercial Director

Collinson Group

14:15
The customer journey: creating meaningful interactions
  • Understanding customer behaviour: designing a great end-to-end experience
  • Creating avenues for customer feedback: the value of listening
  • How can customer feedback best be incorporated into product and service design?
  • Ensuring a prompt and flexible response: overcoming the barriers 
Beyza Koyas

Head of Strategic Marketing

BNP Paribas

14:35
Placing the customer at the heart of your omnichannel strategy
  • A comprehensive omnichannel offer: is this now business critical for banks?
  • Ensuring coordination between every channel
  • Moving from a channel-focused to a customer-focused strategy
  • Imbedding omnichannel principles into your product development 
Stefano Cioffi

Commercial & Marketing Director

Webank

14:55
Selling in the digital age: optimising return on new channel investment
  • Developing a digital sales strategy: what is the most effective approach?
  • Creating responsive marketing: using customer data to build focused campaigns
  • Building partnerships with retailers: what are the opportunities for new revenue?
  • How can you ensure sales enhance rather than damage the customer experience?
Deniz Devrim Cengiz

Director of Digital Banking

TEB

15:15
Questions
Stream B: Building an innovative bank
14:10
Chair’s opening remarks
14:15
Fostering a culture of innovation
  • Encouraging innovation: what steps must banks take to nurture the right culture? 
  • Ensuring that innovation is supported with the right systems and processes
  • Creating collaboration both internally and with partners
  • Acting like a start-up: should banks behave more like challengers? 
Michal Kwiecien

Head of Digital Banking

BNP Paribas

14:35
Erste Hub: a platform for digital banking innovation
Maurizio Poletto

Managing Director of BeeOne and Head of Design at Erste Hub

Erste Group

14:55
Panel Discussion

Facilitating innovation: the opportunities and challenges   

  • The incubator approach: how can banks work more effectively with start-ups?
  • What are the keys to creating an agile and innovation-friendly organisation internally?
  • Understanding systems challenges: how can these be overcome?   
  • How can banks maximise the benefits of collaboration internally and with partners?
  • Driving innovation from the top: what does effective board buy-in really look like?

Further panellists to be confirmed

Michal Kwiecien

Head of Digital Banking

BNP Paribas

Maurizio Poletto

Managing Director of BeeOne and Head of Design at Erste Hub

Erste Group

15:25
Refreshments

Session Four: Streams

Stream C: The power of data – the bank’s hidden weapon
15:55
Chair’s opening remarks
Michal Bezak

Business Development Manager

Strands

16:00
Analytics: the route to becoming a truly customer-centric bank
  • How can data improve the process of customer acquisition?  
  • Using data to define what an ideal customer journey actually looks like
  • Building an accurate customer profile - creating targeted services 
  • Individualised interaction: how important is this for banks? 
Tuomas Manninen

Chief Customer Experience Officer

OP Financial Group

16:20
Solving your information integration and automation challenges
  • Automatic monitoring, acquisition and integration of competitive intelligence
  • KYC: Meet requirements for regulatory and legal compliance
  • Robotic Process Automation
  • Supporting innovations for digital natives
Darius Heisig

VP of Sales - EMEA

Kofax from Lexmark

16:40
The future of personal data
  • Data use and personal privacy: contradictions between AML and data
  • Data protection: the security risks of internet banking
  • The risks and opportunities of e-residency for financial institutions
Mait Kaselo

Chief of Security and Compliance Officer

Eesti Krediidipank

17:00
Panel Discussion

Next steps for optimising your data strategy  

  • What can banks do to ensure that they remain on the cutting edge of data analytics?
  • What lessons can be taken from other industries?
  • The internet of things: how will this impact data strategy?
  • Will data protection laws force a fundamental rethink of how banks hold data?
  • Will customers eventually hold their own data and what might the implications be?
  • How can data be used to generate new revenue streams? 
Tuomas Manninen

Chief Customer Experience Officer

OP Financial Group

Darius Heisig

VP of Sales - EMEA

Kofax from Lexmark

Mait Kaselo

Chief of Security and Compliance Officer

Eesti Krediidipank

Stream D: Evolving the branch experience
15:55
Chair’s opening remarks
16:00
Maximising branch performance: conveying the bank’s strategy to the front line
Andreas Papadopoulos

Head of Group Strategic Development

Hellenic Bank

16:20
How business intelligence can describe and improve your customers' experience
  • Do the banks really know what is happening in their branches?
  • Which important source of information are already available in the branch?
  • What are the advantages of combining different kinds of data?
Giacomo Monari

Regional Sales Manager Northern Europe

March Networks

16:40
Case Study: Cariparma Crédit Agricole

The “My House Bank” concept: physical banking in a digital world  

Milko Hascher

Chief of Digital Transformation

Cariparma Crédit Agricole

17:00
Panel Discussion

Banking in the physical world

  • How can banks ensure branches are an asset rather than a burden?
  • Should bank branches act more like product stores than service centres?
  • How can branches best be used to provide advice on the bank’s offerings?  
  • How can branch interactions be integrated seamlessly with other channels?
  • What more could be done with ATMs?
  • Is there a future for the traditional service-based branch?
  • How can branches be turned into centres for digital innovation?

Further panellists to be confirmed

Andreas Papadopoulos

Head of Group Strategic Development

Hellenic Bank

Giacomo Monari

Regional Sales Manager Northern Europe

March Networks

Milko Hascher

Chief of Digital Transformation

Cariparma Crédit Agricole

17:30
Chair’s closing remarks and end of day one, followed by drinks reception

Marketforce will be hosting a drinks reception following the first day of The Future of Retail Banking: Europe conference on the evening of Monday 7th March. Located in central Vienna just a short walk from the conference hotel, Sky Bar is the perfect location to enjoy a drink or two and network with your peers, whilst taking in the stunning panoramic views of the Vienna skyline.

Tuesday, 8th March 2016

09:30
Chair’s opening remarks
Richard Johnson

Independent Adviser

Mobile Money & FinTech

Session Five: Transforming banks for the twenty-first century

09:35
How to differentiate through customer experience
  • From customer satisfaction to customer experience
  • How to embark on a journey: from measures to action
  • What can be done in a heterogeneous environment: Africa, Europe, Russia
Ingrid Bocris

Head of Marketing for International Retail Banking

Société Générale

09:55
Meeting the moment: creating a bank that is ready for tomorrow’s challenges
  • What expectations do customers now have of their bank?  
  • How can banks start to meet these new demands?
  • Imagining the future: what do banks want to look like?
  • The new banking ecosystem: remaining competitive against challengers  
Harrie Vollaard

Director of Innovation

RaboBank

10:15
Case Study: Ffrees

A new model for banking: placing the customer first 

Alex Letts

Chief Executive Officer

Ffrees

10:35
Mobile Voting

 The future for banking

  • New players in the market: what can traditional retail banks learn?
  • Will banking become a fragmented industry segmented by customer demographic?  
  • Will cross-border M&A increase and smaller banks need scale to innovate?
  • Serving the internationally mobile: is cross-border banking the future?
  • Will larger banks have to become smaller, or smaller banks have to become bigger?
  • How will customer behaviour change in the face of increased choice?
  • Payments: what implications do changes in this sector have for banks? 
Alex Letts

Chief Executive Officer

Ffrees

Harrie Vollaard

Director of Innovation

RaboBank

Ingrid Bocris

Head of Marketing for International Retail Banking

Société Générale

11:10
Refreshments

Session Six: Innovation and disruption in payments – lessons from the frontline

11:40
Payments at the heart of financial services transformation
Lysiane Back

Vice President, Electronic Banking & Business

BCEE

12:00
Payments in the digital age
  • How has the payments sector been transformed by digital? 
  • What impact will these changes have on the role of banks within payments?
  • How can banks prepare for these changes in their own industry?
  • What can banks do now to be ready for the future of payments?
Jonathan Prince

Co-Founder

Digicash

12:20
The impact of mobile card payments on the future of banking
Ayşenur Hıçkıran

Executive Vice President, Payment Systems and Non-Branch Channels Group

DenizBank

12:40
Lunch

Session Seven: Distributed ledgers – a revolution in banking?

13:55
Introduction to the Bitcoin & Blockchain: what is it and how does it 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 this technology are enormous for any institution – such as a bank – that acts as a trusted third party in transactions. As such it 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

14:15
Panel Discussion

Distributed ledgers: a new era for banking     

  • A transformation in banking: what are the possible uses of blockchain technology?
  • In which areas of banking do the greatest opportunities lie for distributed ledgers?
  • Imagining the world of blockchain wallets and P2P lenders: the future role of banks
  • Gaining a competitive edge: how can blockchain be placed at the heart of innovation?
  • How can you imbed blockchain technology in banking products?  
  • What can banks do with regulators to manage the implications of distributed ledgers?  

Further panellists to be confirmed

Brian Fabian Crain

Head of Business Development

Eris Industries

Lasse Birk Olesen

Chief Product Officer

Coinify

Adam Vaziri

Elected Board Member

Digital Currency Association

Session Eight: Innovating through partnerships – cooperating for success

14:50
Chair’s closing remarks and end of conference
Richard Johnson

Independent Adviser

Mobile Money & FinTech

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Who attends?

The Future of Retail Banking: Europe regularly attracts over 150 senior industry professionals from across Europe. Companies that attended in March 2016 include:

  • AIB Group
  • Air Bank
  • Akbank
  • Aktif Yatirim Bankasi Anonim Sirketi
  • Alior Bank
  • Banca Monte Dei Paschi Di Siena
  • Banca Sella
  • Bank of Finland
  • Bank of Ireland
  • Banque et Caisse d'Epargne de l'Etat
  • Barclays Group
  • BNP Paribas
  • CEC Bank
  • Coinify
  • Danske Bank
  • Deutsche Bank
  • Deutsche Postbank
  • Diacle
  • Digicash
  • Eesti Krediidipank
  • EFG Bank Group
  • Erste Bank
  • Etelä-Karjalan Säästöpankki
  • Eurobank Ergasias
  • Ffrees
  • Finansbank
  • First Investment Bank
  • Hellenic Bank
  • Idea Bank Romania
  • ING Bank
  • ING Belgium
  • Intesa Sanpaolo
  • Lloyds Banking Group
  • mBank
  • Nordea
  • OP Financial Group
  • OTP Bank
  • Oyak Bank
  • Permanent TSB
  • PKO Bank Polski
  • Rabobank Group
  • RaboDirect
  • Raiffeisen Bank
  • Säästöpankkiliitto
  • Samba Financial Group
  • Santander
  • SEB Group
  • Societe Generale
  • Swedbank
  • Swedish Bankers' Association
  • TEB
  • UniCredit Group
  • Virgin Money
  • Webank
  • Zuno Bank

Attendees from across Europe


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