Distribution Summit_Branch_2014

www.efma.com/branch

BALLROOM A: BRANCH BANKING

EFMA DISTRIBUTION SUMMIT

The future of branch banking Adapting the branch to meet changing customer behaviour

The future of branch banking is clouded with uncertainty.

In some countries, the branch is still at the heart of the distribution model, whereas in others, it is no longer the principal delivery channel. To ensure their future in retail banking, branches must adapt to meet new needs. These include the need to play an integral role in a multichannel or omnichannel strategy, in order to meet increasing customer demands for ‘anywhere, anytime’ banking.

This could involve a change in the format and size of individual branches. It could also mean the increasing digitisation of

branches, with more self-service capabilities. Ultimately, the customer experience in the branch needs to be more memorable, convenient, easy and quick.

As part of its three-day Distribution Summit, Efma is delighted to introduce a special conference on ‘Branch Banking’.

A range of experienced international speakers will explore new opportunities for strengthening the branch network so that it becomes more versatile, attractive and productive, rather than just meeting the needs of low-value customers.

Key questions einventing the branch: how can the branch become a more R powerful but cost-effective channel that meets the changing needs of modern customers?

ranch employees: should banks be changing tellers into B sellers? How will the role of the relationship manager change in the future?

igitisation: how can the branch operating model be D transformed through digitisation and self-service?

Hot topics I nnovation: the role of labs in testing new bank branch technologies and services The potential for multisensory branches Developing new opportunities by working with partners

ranches in retail stores B The use of finger vein biometrics for customer authentication The multibranch concept

Debate with major industry players, including: Mark Culleton Head of Channel Adoption AIB Ireland Raymond Davis CEO Umpqua Bank USA Nicholas W. Lazares CEO Admirals Bank USA

M. Machado de Minas Executive Director Banco Bradesco Brazil Jamie McPhee CEO ME Bank Australia

18–20 March 2014 Amsterdam

TUESDAY 18 MARCH 2014

www.efma.com/branch

MORNING BALLROOM A

PLENARY SESSION

Mark Culleton Head of Channel Adoption AIB Ireland

Delivering an innovative customer experience through a digital store

Maurício Machado de Minas Executive Director Banco Bradesco Brazil

How omnichannel is changing sales and services models to improve the customer experience

Caspar van Haaften Bancassurance & Partnership Director Aviva France

The advantages of the multimodel in insurance

Cristina de Villeneuve Global Head of Hello Bank!

Hello Bank! – BNP Paribas France

Focus on the financial life of consumers in a digital world: why Hello Bank! and why now?

Neil Hiltz Head of Financial Services, Global Vertical Marketing Facebook USA

Banking on a connected world: leverage this channel to help attract new customers, while solidifying your existing base

Brett King CEO & Founder Moven USA

BREAKING BANK$: looking for revenue and risk in all the wrong places

PANEL DISCUSSION: Why is it so complex to reinvent banking? How disruptive are alternative models? with Hello Bank!, first direct, Moven and Banco Bradesco

AFTERNOON

Reinventing the branch Raymond Davis CEO Umpqua Bank USA – Video conference

Leading through uncertainty: creating opportunity in any environment

Tsvetanka Mintcheva Head of Retail Banking Division UniCredit Bulbank Bulgaria

The new customer journey at the branch of the future

Kim Gibson-Van der Walt Head of dotFNB Franchise First National Bank South Africa

dotFNB: the future of banking

Future branch service model José Palacios Director of Branch Channel & ATM BBVA Spain STUDY PRESENTATION

Jean-Werner de T’Serclaes Partner & Managing Director & Peter Adams Partners & Managing Director BCG Shaker Zainal Regional Head of Distribution Mashreq Bank UAE

Branch of the future and changing relationship management commercial processes

How to boost bank branches in a multichannel world?

Future branch service model

WEDNESDAY 19 MARCH 2014

www.efma.com/branch

MORNING BALLROOM A

Digital branches David Hamilton Head of Frontline Help Operations Barclays Bank United Kingdom

Barclays digital workplace

Sandy Chen Head of Consumer Banking Operations Standard Chartered Bank Taiwan

Digitalisation of banking processes: revamping the branch banking operating model

Maurício Machado de Minas Executive Director Banco Bradesco Brazil

Bradesco Next: a new type of branch where technology is harnessed to meet customer needs

Reformatting the branch Rodrigo Kuri Salas Managing Director, Business Development Santander Spain

Reshaping the distribution model in the Spanish market

Stefaan Van der Vekens Senior Advisor KBC Belgium

The ‘Bamboo’ concept: this is not a branch!

Paul Dilda Head of North American Branch Channel Bank of Montreal Canada

BMO’s studio branch concept as part of a multiformat branch strategy

AFTERNOON

Competitive differentiation Sarvesh Sarup Global Head of Retail Banking Abu Dhabi Islamic Bank UAE

Relationship-based distribution

Marco Pina Head of Branch Strategy & Branch Excellence Credit Suisse Switzerland

The branch excellence programme: sensory branch experience @Credit Suisse

Claudia Daffunchio Head of Branch & ATM Channel Development Intesa Sanpaolo Italy

Branch changes at Intesa Sanpaolo

Taking the branch to the customer Jamie McPhee CEO ME Bank Australia

ME Bank’s unique relationship with industry pension funds has enabled it to create a banking niche

Philippe Gohaud Président du Directoire SBE – BPCE France

SBE: 25 years of unconventional banking

Murat Elkaya Head of Aktif Nokta Aktif Bank Turkey

Aktif Nokta: creation of a new channel within traditional retail stores

18–20 March 2014 Amsterdam

THURSDAY 20 MARCH 2014

www.efma.com/branch

MORNING BALLROOM A

Maximising sales force effectiveness Nicholas W. Lazares Chairman of the Board & CEO Admirals Bank USA

Bespoke banking: tailored to the financial needs of the 21st century customer

Nil Türkyılmaz VP at Consumer Banking Sales Management Akbank Turkey

Transforming sales performance at the branch: from traditional teller to motivated seller

Jean-Remy Martinez Marketing Director Sygma Bank Poland

Physical contact points: key element of the customer strategy for successful sales transformation of consumer loans

Lean cost structure model Katarzyna Rybicka Strategic Project Department Director Alior Bank Poland

Alior bank express

Eric Mackor Head of Channel Development ABN AMRO Bank Netherlands

The next big thing in multichannel: remote advice experience

Krystian Setera Director Retail Network Department ING Bank Śląski Poland

The branch challenge

AFTERNOON

Enhancing the in-branch experience Bernard Pouy CEO Groupama Banque France

Groupama Banque: combining the services of an online bank and local branches

Jörg Bruch Head of the Office of the Board of Managing Directors easyCredit Germany

Customer centricity in an omnichannel approach

Fabienne Amblard-Larolphie Marketing Director Crédit Foncier France

The branch at the heart of a B to B to C distribution model

Dealing with cash transactions Mine Erdinç Assistant Manager Isbank Turkey

‘Biyokimlik’ finger vein technology used in Bankamatiks (ATMs)

Marcin Morawski Office Director Getin Bank Poland

‘Finger vein biometrics’ as a new approach to customer authentication

Diego Serra Director of Projects Office Prosegur Spain

The multibranch concept

18–20 March 2014 Amsterdam

REGISTRATION FORM

Scan me and register online now

DISTRIBUTION SUMMIT 18–20 March 2014 Amsterdam ATTENDEE’S INFORMATION Mrs.

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Institution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . VAT ID number (if applicable) _ _ _ _ _ _ _ _ _ _ _ Address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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Assistant’s information (or person in charge of the registration) First name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Last name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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PRACTICAL INFORMATION DATES The Distribution Summit will begin with a welcome coffee on Tuesday 18 March 2014 at 8.15 a.m. and will end on Thursday 20 March 2014 around 6.00 p.m.

LOCATION Hilton Amsterdam hotel Apollolaan 138 1077 BG Amsterdam, Netherlands Tel: +31 20 71 06 000 Fax: +31 20 71 06 080 LANGUAGES All sessions will be held in English.

ACCOMMODATION Each participant must pay the cost of his or her accommodation directly to the hotel before departure. Rooms have been provisionally

reserved for the nights of Monday 17, Tuesday 18 and Wednesday 19 March 2014 at the Hilton Amsterdam hotel. The cost of a single or double room per night is 210 euros (excluding breakfast (27 euros) and 5.5% city tax).

An automatic confirmation will be sent by email within 24 hours after your registration.

In this email you will find a link to book your accommodation online. The hotel guarantees room availability and price until Monday 3 March 2014. The hotel will automatically bill unoccupied rooms or late cancellations.

If you look for more affordable accommodation, we suggest the following hotels: - Hotel Apollofirst 4* - Hampshire Classic 4* - Hampshire Hotel Beethoven 3*

REGISTRATION The registration fee covers participation in the Distribution Summit, documents, lunches and coffee breaks. Registration fees must be paid in full prior to the event. Efma reserves the right to refuse entry to any delegate who has not paid his or her invoice prior to the event. We welcome late-bookers, but credit card information must be provided.

CANCELLATION All cancellations must be received in writing.

A 20% cancellation fee will be charged for all cancellations received on or before Tuesday 4 March 2014. The full fee will be charged for cancellations made after that date, as well as to delegates who are unable to attend on the day, unless a substitute delegate is provided.

Substitutions are accepted at any time.

REGISTRATION FEE You can register for 1, 2 or 3 days Step 1: Please select your fee Member fee Business Partner fee Non-member fee

All registrations are strictly individual

Two days € 1,600 (VAT excluded) € 1,800 (VAT excluded) € 2,400 (VAT excluded)

One day € 800 (VAT excluded) € 900 (VAT excluded) € 1,200 (VAT excluded)

Step 2: Please specify the conference for which you would like to register:

Tuesday 18 March Wednesday 19 March Thursday 20 March

Branch

Digital

Insurance e-Commerce NA NA NA

Three days € 2,400 (VAT excluded) € 2,700 (VAT excluded) € 3,600 (VAT excluded)

If you are interested but you cannot attend the conference, ask for the event’s sessions summary at marketing@efma.com € 400 (+VAT 20% if applicable) for Efma Members € 600 (+VAT 20% if applicable) for non members

PAYMENT Card n° Expiry date DATE

SIGNATURE

Efma l 8 rue Bayen l 75017 Paris l France l Tel: + 33 1 47 42 52 72 l Fax: + 3 3 1 47 42 56 76 l www.efma.com APE: 8230Z l VAT ID: FR 38 313 062 788 l Efma sarl company with registered capital of EUR 15,000 l RC Paris 313 062 788 In accordance with Article 27 of the law on the processing of personal data of 6.1.78, the information which you are requested to provide is necessary to enable us to process your registration and is intended for Efma’s services. You may access this information and request that it be rectified if necessary.

Illustrations: Bruno David

By bank transfer to Efma Sarl bank account IBAN: FR 76 3000 7999 9904 2252 7800 001 BIC: NATXFRPPXXX Natixis, FE3: Unité 3B/747 BP 4, F- 75060 Paris Cedex 2 By credit card: MasterCard Visa American Express