The Future of Retail Banking
Dec 01-02 2015

The Future of Retail Banking

Explore the next decade of banking with industry leaders and innovative pioneers

Grange St Paul’s, London

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With the most senior line-up in its 18 year history, Marketforce’s The Future of Retail Banking was the only conference that leaders at the forefront of the industry needed to attend in 2015. 

Delegates heard from leaders at all of the top 5 UK banks, the digital challengers and the innovation advocates. They networked with over 280 peers, learning about the most important issues facing the sector today. Sessions addressed customer centricity, transparency, mobile banking, FinTech, SME banking and the branch, delivered by a high-level senior speaker line-up.

 

Why delegates attended:

  • Heard from those leading the challengers, including the CEOs of Atom Bank and Starling Bank
  • Learned about how to drive customer loyalty and take advantage of opportunities in business banking
  • Listened to the experts’ opinions on the future of competition in banking
  • Explored some of the biggest changes taking place within the industry, including the rise of mobile-only banking and fintech partnerships
  • Networked with peers through discussions, debates and ask the expert sessions

Speakers

Steven Cooper
Steven Cooper

Chief Executive Officer, Personal Banking

Barclays

Mark Mullen
Mark Mullen

Chief Executive Officer

Atom Bank

Francesca McDonagh
Francesca McDonagh

Head of Retail Banking and Wealth Management UK

HSBC

Jon Hall
Jon Hall

Managing Director

Masthaven Bank

Moray McDonald
Moray McDonald

Managing Director, Products, Personal and Business Banking

Royal Bank of Scotland

Jatin Patel
Jatin Patel

Products Director

TSB

Milon Veasey
Milon Veasey

Senior Vice President, Head of UK Corporate Mobile

Barclays Bank

Graeme Hughes
Graeme Hughes

Group Director of Distribution

Nationwide

Christopher Jolly
Christopher Jolly

Chairman

CivilisedBank

Alastair Smith
Alastair Smith

Head of Customer Experience and Channel Support

Santander

Antony Elliott OBE
Antony Elliott OBE

Chief Executive

Fairbanking Foundation

Jake Chambers
Jake Chambers

Head of Innovation Insight

Nationwide

Andy Bishop
Andy Bishop

National Director of Business Development, SME Banking

Lloyds Banking Group

David Dechamps
David Dechamps

Head of Emerging Payments, Europe

MasterCard

Liz Lumley
Liz Lumley

Managing Director

Startupbootcamp FinTech

Nick Kennett
Nick Kennett

Group Director, Financial Services Post Office Ltd

Post Office

Rhydian Lewis
Rhydian Lewis

Founder & Chief Executive Officer

RateSetter

Kevin Mountford
Kevin Mountford

Head of Banking

Moneysupermarket.com

Ivo Vlaev
Ivo Vlaev

Fairbanking Consultant

Fairbanking Foundation

Richard McCarthy
Richard McCarthy

Partner

KPMG

Richard Carter
Richard Carter

Chief Executive

Nostrum Group

Christian Böhning
Christian Böhning

Managing Director

CORE

Michał Kowalski-Potok
Michał Kowalski-Potok

Business Development Manager

Comarch

Ahmed Michla
Ahmed Michla

Head of Content Strategy

Sopra Banking Software

Mark Guinibert
Mark Guinibert

Partner

KPMG

Anand Nagwani
Anand Nagwani

Associate VP and Senior Director

Finacle

Chas Moloney
Chas Moloney

Marketing Director

Ricoh

Joaquin Alzamora
Joaquin Alzamora

Head of Corporate Development and Strategy

Santander

Michael Davison
Michael Davison

Industry Principal, Financial Services

Atos

Jim Close
Jim Close

Vice President, UK

Lexmark

Tim Sinclair
Tim Sinclair

Senior Head of Marketing and Retail Sales

Al Rayan Bank

Warren Mead
Warren Mead

Head of Alternative Banking

KPMG

Claire Calmejane
Claire Calmejane

Director of Innovation

Lloyds Banking Group


Programme

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Tuesday, 1st December 2015

09:00
Welcome address from Marketforce
09:05
Chairman's opening remarks
Richard McCarthy

Partner

KPMG

Session One: Guaranteeing transparent, fair and robust banking

09:10
Shaping banking today and tomorrow
Joaquin Alzamora

Head of Corporate Development and Strategy

Santander

09:30
Putting customer trust at the heart of your banking strategy
Moray McDonald

Managing Director, Products, Personal and Business Banking

Royal Bank of Scotland

09:50
Leader’s Forum

Transparent banking: the answer to our problems all along?

  • To what extent will transparency rebuild customer trust?
  • How high up is transparency on the boardroom agenda?
  • What impact will increased transparency have on profits?
  • Is it easier to be transparent as smaller, challenger institution, than as a traditional one?
  • How best can you go about creating a culture of transparency?
  • What are the key challenges to developing an ethical culture within your bank?
  • What role does the regulator have to play in increasing transparency?
  • Is adhering to regulation good enough or does an ethical culture need to go further?
  • Could total transparency result in too little risk taking and a worse product offering?

     

Joaquin Alzamora

Head of Corporate Development and Strategy

Santander

Moray McDonald

Managing Director, Products, Personal and Business Banking

Royal Bank of Scotland

10:20
Refreshments

Session Two: Delivering the greatest value to customers

10:50
Realising total customer centricity
Francesca McDonagh

Head of Retail Banking and Wealth Management UK

HSBC

11:10
Atom: the future of banking – here today?
Mark Mullen

Chief Executive Officer

Atom Bank

11:30
Disrupting the Disruptors: Winning through Value
Michael Davison

Industry Principal, Financial Services

Atos

11:50
Panel Discussion

How will competition in banking evolve?

  • How will the growing number of new entrants affect the market as a whole?
  • Will the plans for bank break-ups create better competition or is further change needed?
  • Future outlook: what can the industry expect from the CMA enquiry?
  • To what extent will competition actually improve the customer offer?
  • Do both new entrants and incumbents need to prepare to compete with a third party?
Mark Mullen

Chief Executive Officer

Atom Bank

Francesca McDonagh

Head of Retail Banking and Wealth Management UK

HSBC

Michael Davison

Industry Principal, Financial Services

Atos

12:10
Lunch hosted by KPMG

Session Three: Streams

Stream A: A spotlight on customer experience
13:25
Chair’s opening remarks
Warren Mead

Head of Alternative Banking

KPMG

13:30
A customer experience that truly drives loyalty: understanding the critical factors
  • What are the key foundations needed to build loyalty?
  • How important are your staff in maintaining loyalty and how can you best utilise them?
  • How important is the wider customer experience to driving brand advocacy?
Alastair Smith

Head of Customer Experience and Channel Support

Santander

13:50
Aligning the customer service vision with the brand reality
Tim Sinclair

Senior Head of Marketing and Retail Sales

Al Rayan Bank

14:10
The Future of Retail Banking: dispelling the 4 common myths of what customers really want

The on-going digital disruption of banking and financial services is profoundly changing a large, profitable and well-established industry. Through engaging with both incumbents and challengers in this market, we have come across very strongly held views that are shaping the way they respond to this change. In this session we will share these views (or myths), match them with the facts and provide insight as to how we help banks meet increasing customer expectations in this era of digital transformation.          

Jim Close

Vice President, UK

Lexmark

14:30
Peer-to-Peer Discussion

Routes to retaining customers in the long term

During this session delegates will have the opportunity to discuss the questions below at their tables. A nominated representative from each table will then feed back their conclusions to the Chairman and speakers for comment.

  • What are the key strategies for boosting customer loyalty and retention?
  • To what extent has easier switching affected customer loyalty?
  • Which metrics has your bank used most successfully over the last 12 months?
  • Where do moments of truth lie in the customer journey?
  • Who will be better equipped to fulfil these success factors - challangers or incumbents?
Jim Close

Vice President, UK

Lexmark

Alastair Smith

Head of Customer Experience and Channel Support

Santander

Tim Sinclair

Senior Head of Marketing and Retail Sales

Al Rayan Bank

15:00
Refreshments
Stream B: The future of digital banking: examining channel strategy
13:25
Chair’s opening remarks
Kevin Mountford

Head of Banking

Moneysupermarket.com

13:30
Creating an engaging way to pay
Milon Veasey

Senior Vice President, Head of UK Corporate Mobile

Barclays Bank

13:50
Lessons that IT providers can learn from the banks
Michał Kowalski-Potok

Business Development Manager

Comarch

14:10
Taking payments mobile
  • What changes are needed to ensure customers can do everything on their mobiles?
  • How will contactless payments develop in conjunction with mobile technology?
  • What are the key new technologies that will take mobile payments to the next level?
  • How are mobile payments changing consumer behaviour overall?
David Dechamps

Head of Emerging Payments, Europe

MasterCard

14:30
Drivers for innovation in retail banking
  • Placing customer needs at the core of operations
  • Developing long-term relationships: gaining and retaining market share
  • Increasing product complexity across touchpoints: analysing developing customer relationships
  • Leveraging disruptive technologies to enhance customer value
  • Achieving ROI and profitability: investing in digital networks and improving channel efficiencies
Anand Nagwani

Associate VP and Senior Director

Finacle

14:50
Questions
15:00
Refreshments

Session Four: Taking advantage of the digital revolution

15:30
Be remarkable: what are your customer saying to help you shape your digital future?

Banks are constantly adapting to satisfy the needs of their customers. In addition, the number of digital methods those customers have of engaging with their bank has exploded. Sopra Banking Software surveyed approximately 5000 banking customers in five different markets to understand customers’ needs, attitudes and behaviours to banking innovation in the increasingly digital world. Our insights from this research can help banks and financial institutions to harness the power of being ‘customer curious’, not just be saving costs, but by deepening customer relationships. This study explores the opportunities for banks that are offered by the new digital tipping point.

Ahmed Michla

Head of Content Strategy

Sopra Banking Software

15:50
Questions

Session Five: Laying the foundations for the future of banking

15:50
Changing the nature of banking: designing both responsible and profitable products

How does a financial institution design products that can genuinely help customers improve their wellbeing? This session addresses how to enable and demonstrate customer behavioural change, whether and how responsible products create loyalty and the value of effective certification.

Antony Elliott OBE

Chief Executive

Fairbanking Foundation

Ivo Vlaev

Fairbanking Consultant

Fairbanking Foundation

16:10
Balancing the competing priorities of the brand promises of customer experience excellence with the economic realities of retail banking
  • Review of the market’s brand promise – the market and consumer expectation
  • The challenge of delivering that customer experience at huge scale in an OMNI-channel world
  • Strategies to reconcile these competing forces
Mark Guinibert

Partner

KPMG

16:30
Keynote closing address

Rebuilding trust in banking: a TSB perspective

Jatin Patel

Products Director

TSB

16:50
Questions
17:05
Chairman’s closing remarks and end of day one, followed by a drinks reception hosted by Sopra Banking Software
Richard McCarthy

Partner

KPMG

Wednesday, 2nd December 2015

09:00
Chairman's opening remarks
Jon Hall

Managing Director

Masthaven Bank

09:05
Opening keynote address

Taking a step forward: preparing banking for the next decade

Steven Cooper

Chief Executive Officer, Personal Banking

Barclays

09:25
Questions

Session Six: The opportunities of SME banking

09:30
Enterprise, innovation and ambition: championing SMEs through banking
Andy Bishop

National Director of Business Development, SME Banking

Lloyds Banking Group

09:50
Responding to SME banking needs through relationships and digital technology
Christopher Jolly

Chairman

CivilisedBank

10:10
The ability to act: challenges and possibilities of agile organizations in the banking industry

Following the development in the European Banking Sector we believe that the outcome for the ongoing radical change in the financial services industry will unveil a complete changed market environment in the future. To guarantee a successful future success established financial institutions  need to become agile organizations. Therefore changing the way of working in the dimensions of governance, product, processes and technology is essential. 

Christian Böhning

Managing Director

CORE

10:30
Ask the experts

Delegates will form groups at their tables to devise a single critical question to be answered by our expert speakers.

Rhydian Lewis

Founder & Chief Executive Officer

RateSetter

Christopher Jolly

Chairman

CivilisedBank

Andy Bishop

National Director of Business Development, SME Banking

Lloyds Banking Group

Christian Böhning

Managing Director

CORE

11:00
Refreshments

Session Seven: Utilising partnerships: how can FinTech revolutionise banking

11:30
Finding and developing relationships with the right partners
  • How can you best identify potentially profitable partnerships?
  • How can you ensure the partnership meets both sides’ needs?
  • What are the key obstacles to a successful relationship with new FinTech start-ups?
Claire Calmejane

Director of Innovation

Lloyds Banking Group

11:50
Consumer attitudes towards digital finance 2015:

The unveiling of the results of Nostrum Group's annual report, now in its third year

Based upon the findings of a survey of over 2000 UK consumers, this session will cover the developing trends in behaviour towards digital engagement in the context of banking and finance. In this presentation Nostrum will discuss the findings of the report and what this may mean for both the retail banking and FinTech industries.

Richard Carter

Chief Executive

Nostrum Group

12:10
Banks and start-ups working together: how to overcome the obstacles
Liz Lumley

Managing Director

Startupbootcamp FinTech

12:30
Questions

Session Eight: Driving innovation by transforming technology

12:45
Optimising the value of your information to serve customer needs
  • Capture, digitise and manage customer information from multiple sources
  • Deliver practical insights to your branch teams on any device in the right format at the right time
  • Optimise the customer experience by offering more personalised products and services
  • Case study: Discover how a real-time data virtualisation dashboard can optimise the value of your information
  • Chas Moloney

    Marketing Director

    Ricoh

    13:05
    Questions
    13:10
    Lunch hosted by Ricoh

    Session Nine: The high street branch - saviour or sinking ship?

    14:25
    Case Study

    Developing a branch fit for the modern age

    Graeme Hughes

    Group Director of Distribution

    Nationwide

    14:45
    Case Study

    Utilising an existing high street network

    The Post Office has an extensive presence on the British high street through which it offers a range of banking products, which it hopes to continue to extend. It also offers various services to customers of other banks with whom it has partnered. In this talk a representative will discuss how they are revolutionising their network and what opportunities and lessons they can offer other financial institutions.

    Nick Kennett

    Group Director, Financial Services Post Office Ltd

    Post Office

    15:05
    Questions
    15:20
    Chairman's closing remarks and end of conference
    Jon Hall

    Managing Director

    Masthaven Bank

    Download Brochure Print Programme

    Who attended?

    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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