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:
Head of Innovation Insight
Tuesday, 1st December 2015
Session One: Guaranteeing transparent, fair and robust banking
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?
Session Two: Delivering the greatest value to customers
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?
Session Three: Streams
- Stream A: A spotlight on customer experience
- Stream B: The future of digital banking: examining channel strategy
- 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?
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.
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?
- 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?
- 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
Session Four: Taking advantage of the digital revolution
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.
Session Five: Laying the foundations for the future of banking
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.
- 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
Rebuilding trust in banking: a TSB perspective
Wednesday, 2nd December 2015
Taking a step forward: preparing banking for the next decade
Session Six: The opportunities of SME banking
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.
Delegates will form groups at their tables to devise a single critical question to be answered by our expert speakers.
Session Seven: Utilising partnerships: how can FinTech revolutionise banking
- 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?
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.
Session Eight: Driving innovation by transforming technology
Session Nine: The high street branch - saviour or sinking ship?
Developing a branch fit for the modern age
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.
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
- Bank of England
- Barclays Group
- Baringa Partners
- Burgan Bank
- Close Brothers Group
- Customers Bank
- Danske Bank
- Deutsche Kreditbank
- Erste Bank
- Fair Banking
- Financial Times
- Focus Solutions
- GB Group
- HSBC Group
- ICICI Bank UK
- Impact Executives
- Intelligent Environments
- Ipsos MORI
- Leeds Building Society
- Lloyds Banking Group
- Masthaven Bank
- Metro Bank
- Monmouthshire Building Society
- National Savings & Investments
- Neue Argauer Bank
- Nucleus Software
- Oracle Corporation
- Post Office
- Royal Bank of Scotland
- Sainsbury's Bank
- SEB Group
- Skipton Building Society
- Societe Generale
- Starling Bank
- Startupbootcamp FinTech
- The Co-operative Banking Group
- The Nostrum Group
- TSB Bank
- Yorkshire Building Society
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