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:
Topics discussed in March 2016:
Chief Marketing Officer
Monday, 7th March 2016
Session One: Preparing for the future – driving banking into a new age
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?
Session Two: Customer engagement in a digital age
- 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
- 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
- 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
Session Three: Streams
- Stream A: Creating the modern bank – taking advantage of digital channels
- Stream B: Building an innovative bank
- 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
- 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
- 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?
- 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?
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
Session Four: Streams
- 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?
- Automatic monitoring, acquisition and integration of competitive intelligence
- KYC: Meet requirements for regulatory and legal compliance
- Robotic Process Automation
- Supporting innovations for digital natives
- 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
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?
- 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?
The “My House Bank” concept: physical banking in a digital world
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
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
Session Five: Transforming banks for the twenty-first century
- 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
- 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
A new model for banking: placing the customer first
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?
Session Six: Innovation and disruption in payments – lessons from the frontline
- 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?
Session Seven: Distributed ledgers – a revolution in banking?
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.
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
Session Eight: Innovating through partnerships – cooperating for success
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
- 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
- Danske Bank
- Deutsche Bank
- Deutsche Postbank
- Eesti Krediidipank
- EFG Bank Group
- Erste Bank
- Etelä-Karjalan Säästöpankki
- Eurobank Ergasias
- First Investment Bank
- Hellenic Bank
- Idea Bank Romania
- ING Bank
- ING Belgium
- Intesa Sanpaolo
- Lloyds Banking Group
- OP Financial Group
- OTP Bank
- Oyak Bank
- Permanent TSB
- PKO Bank Polski
- Rabobank Group
- Raiffeisen Bank
- Samba Financial Group
- SEB Group
- Societe Generale
- Swedish Bankers' Association
- UniCredit Group
- Virgin Money
- Zuno Bank
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