Distribution Summit_2014

www.efma.com/distribution

3 DAYS 4 CONFERENCES

DISTRIBUTION SUMMIT Physical and digital convergence 18–20 March 2014 Amsterdam, Hilton Efma Communities @Efma_news

Best practices in retail financial services, more information on www.efma.com

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OVERVIEW

www.efma.com/distribution

Tailor-made for you!

You can tailor this event to suit your interests: you can attend for one, two or all three days and on each day, you can choose the conference you prefer. There will be presentations from over 90 banks, insurance companies and businesses. Delegates will have ample opportunity to take part in discussions and also to network with their peers.

The aim of the Efma Distribution Summit is: to keep you informed through news and expert views to enable you to debate and discuss issues with people who face similar challenges to share with you ideas that could transform the effectiveness of your distribution channels

STUDY PRESENTATIONS Hear new research findings backed up by real case studies on how to implement critical change and innovation in your own organisation: RE-banking: insights for banks from the REtailing sector, by Accenture and Efma The World Insurance Report 2014, by Capgemini and Efma Gamification for an engaging banking experience, by Misys Digital Channels and Efma Aggregators and traditional insurers, by Roland Berger and Efma How to boost bank branches in a Multichannel world?, by BCG and Efma

Keynote speakers Branch Banking

Digital Banking

Mark Culleton Head of Channel Adoption AIB Ireland

Digital Banking

Brett King CEO & Founder Moven USA

Digital Banking

Cristina de Villeneuve Global Head of Hello Bank!

Hello Bank! – BNP Paribas France

Branch Banking

Maurício Machado de Minas Executive Director, CIO & Chief Channels Officer Banco Bradesco Brazil

Branch Banking

Jamie McPhee CEO ME Bank Australia

Neil Hiltz Head of Financial Services Global Vertical Marketing Facebook USA

Insurance Distribution

Caspar van Haaften Bancassurance & Partnerships Director Aviva France

18–20 March 2014 Amsterdam

OVERVIEW

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DISTRIBUTION SUMMIT Physical and digital convergence Efma is again staging a special ‘Distribution Summit’: three days of stimulating, challenging and informative presentations and discussions. Last year’s launch event welcomed over 200 delegates from five continents and more than 40 countries and, representing a mixture of interests in branch, mobile, online and social media.

This year’s summit focuses on the specific issues, challenges and opportunities posed by distribution channels. It will also explore the potential for integration and co-operation between the channels as financial institutions move towards a more ‘omnichannel’ approach, designed to enable customers to use the channels they prefer, moving seamlessly between them without any change in the quality of service.

4 conferences over 3 packed days BRANCH BANKING

DIGITAL BANKING & SOCIAL MEDIA

Key questions

Key questions

einventing the branch: how can the branch R become a more powerful, yet cost-effective channel that meets the changing needs of modern customers? igitisation: how can the branch operating model be D transformed through digitisation and self-service? ranch employees: should banks be changing tellers into B sellers? How will the role of the relationship manager evolve in the future?

obile: how can banks take advantage of M the latest developments in mobile banking (e.g. pps, digital wallets, geolocation and voice recognition)?

Is mobile an effective sales channel? ocial media: how can social networks be used to S engage customers and offer 24/7 support? How can mobile and social media be integrated into the retail banking environment? Can Facebook and Twitter be used for sales and transactions? ther digital channels: how can online sales be improved?

O How can digitisation transform the branch experience?

I NSURANCE DISTRIBUTION

E-COMMERCE

Key questions

Key questions

ultidistribution models: what are the key M advantages of a multidistribution model and what are the specific channels and levers that will help insurance companies to grow in the future?

I nnovation: what are the latest developments in incremental and disruptive innovation? How can innovative solutions be developed without creating conflict between channels? ustomer satisfaction: how can new technologies be C used to enhance the customer experience? What is the role of loyalty programmes?

uilding for the future: how is the global B digital commerce eco-system developing and how can your bank achieve growth through e-commerce? e -commerce is more than e-payments: how can banks define their role in the value chain?

T he importance of ‘big data’: how can your bank collect and use information more intelligently to enable it to emerge as one of the winners in e-commerce?

SCHEDULE TUESDAY 18 MARCH 2014 Plenary Session

BALLROOM A&B&C 8.15 9.00

Welcome coffee and registration

Mark Culleton Head of Channel Adoption AIB Ireland

Chairman: Philippe Van Fraechem

Maurício Machado de Minas Executive Director, CIO & Chief Channels Officer

Banco Bradesco Brazil Caspar van Haaften Bancassurance & Partnership Director

Aviva France Question & answers 10.30

Break

11.00 Cristina de Villeneuve Global Head of Hello Bank!

Hello Bank! France Neil Hiltz Head of Financial Services, Global Vertical Marketing

Facebook USA Brett King CEO & Founder, Author, Speaker, Radio Host

Moven USA Question & answers Panel discussion with Hello Bank!, Moven and Banco Bradesco 13.15

Lunch

Branch Banking

Digital Banking & Social Media

Insurance Distribution

BALLROOM A

BALLROOM B&C

STATEN ROOM

Chairman: Jean-Luc Méry

Chairman: Ph. Van Fraechem

Chairman: Alain Enault

14.30

16.15

Raymond Davis

18.30

József Nyíri

14.30

World Insurance Report 2014

Misys Digital Channels

Capgemini-Efma

Tsvetanka Mintcheva

Robert Teagle

Manuel Leiria

UniCredit Bulbank

Starbucks

Açoreana Seguros

Kim Gibson-Van der Walt

Aleksandra Buczkowska

Reinhardt Schink

First National Bank

mBank – BRE Bank

Allianz

Question & answers

Question & answers

Question & answers

Break

Chairman: Jean-Luc Méry 16.45

14.30

Umpqua Bank

José Palacios

Chairman: Mark Holtom 16.45

Alex Twigg

Chairman: Alain Enault 16.45

Gilles Normand

BBVA

UBank

Covéa

Jean-Werner de T’Serclaes & Peter Adams BCG

Merav Spektorovsky-Sasson

Bank Hapoalim

Eveline van Baar-Verwijmeren & Jasper van Erp Avéro Achmea

Shaker Zainal

Pedro Mira Vaz

Rui Ramos Gonçalves

Mashreq Bank

Banco Espírito Santo

Fidelidade - Companhia de Seguro

Question & answers

Question & answers

Question & answers

End of day one

WEDNESDAY 19 MARCH 2014 Branch Banking

Digital Banking & Social Media

Insurance Distribution

BALLROOM A

BALLROOM B&C

STATEN ROOM

Chairman: Jean-Luc Méry

Chairman: Mark Holtom

Chairman: Alain Enault

8.15

Welcome coffee and registration

8.45

David Hamilton

Barclays Bank

Erste Bank

Aggregators & insurers Roland Berger-Efma

Sandy Chen

Paolo Barbesino

Josep Celaya

UniCredit Bank

Mapfre

Jay de Groot

Augustin Leman

Science Rockstars

LeLynx.fr

Question & answers

Question & answers

8.45

Standard Chartered Bank Maurício Machado de Minas

Banco Bradesco Question & answers 10.30

Break

Chairman: Jean-Luc Méry 11.00

12.45

Rodrigo Kuri Salas

15.45

18.00

11.00

Carolina Hernandez Coderch

Chairman: Alain Enault 11.00

Alain Hade

e-La Caixa

Desjardins Insurance

Stefaan Van der Vekens

Aref Al Ramli

Ibón Urgoiti Urioste

KBC

Mashreq Bank

Laboral Kutxa

Paul Dilda

Deniz Güven

Nathalie Bois-Monier

Bank of Montreal

Garanti Bank

Crédit Agricole Assurances

Question & answers

Question & answers

Question & answers

Lunch

Sarvesh Sarup

Chairman: Ph. Van Fraechem 14.00

Bjørn Bøje Jensen

Chairman: Alain Enault 14.00

Jan Hendrik van Dalen

Abu Dhabi Islamic Bank

Nykredit Direkte

Aegon

Marco Pina

Katarzyna Rybicka

Tsukasa Makino

Credit Suisse

Alior Bank

TMNF Insurance

Claudia Daffunchio

Amir Inditzky

Sebastian Herfurth

Intesa Sanpaolo

Discount Bank

Friendsurance

Question & answers

Question & answers

Question & answers

Break

Chairman: Jean-Luc Méry 16.15

Chairman: Mark Holtom

8.45

Santander

Chairman: Jean-Luc Méry 14.00

Isabella Frey

Jamie McPhee

Chairman: Mark Holtom 16.15

Marta Feltrin

ME Bank

BNL – BNP Paribas

Philippe Gohaud

Ross Surace

SBE – BPCE

Barclays Bank

Murat Elkaya

Makoto Shibata

Aktif Bank

Bank of Tokyo

Question & answers

Question & answers

End of day two

Chairman: Alain Enault 16.15

Delphine Asseraf

Allianz World Insurance Report 2014

Capgemini-Efma Roberto Salas Romero

Liberty International Question & answers

www.efma.com/distribution THURSDAY 20 MARCH 2014 Branch Banking

Digital Banking & Social Media

e-Commerce

BALLROOM A

BALLROOM B&C

STATEN ROOM

Chairman: Jean-Luc Méry

Chairman: Mark Holtom

Chairman: Jaspar Roos

8.15

Welcome coffee and registration

8.30

Nicholas W. Lazares

10.15

Admirals Bank

Gamification Misys Digital Channels-Efma

Nil Türkyılmaz

Maarten Molenaar

Michael Dooijes

Akbank

Rabobank

Rabobank

Jean-Remy Martinez

Bilgen Aldan

Panel with Alior Bank, Intesa

Sygma Bank

Akbank

Sanpaolo, Rabobank

Question & answers

Question & answers

Question & answers

12.30

Katarzyna Rybicka

Chairman: Mark Holtom 10.45

Fawad Durrani

Chairman: Jaspar Roos 10.45

Michaela Verstraeten

Merchant Risk Council

Eric Mackor

Gürhan Çam

Jay de Groot

ABN AMRO Bank

DenizBank

Science Rockstars

Krystian Setera

Conor McCarthy

Francesco Bottigliero

ING Bank Slaski

AIB

Brunello Cucinelli

Question & answers

Question & answers

Question & answers

Lunch Bernard Pouy

Chairman: Mark Holtom 13.45

Jörg Bruch

easyCredit Fabienne Amblard-Larolphie

Crédit Foncier Question & answers

Woo Kyung Chang

Chairman: Jaspar Roos 13.45

Case studies presentation

Hana Financial

Merchant Risk Council

Michal Panowicz

Amir Inditzky

mBank – BRE Bank

Discount Bank

Round table discussion

Jaspar Roos Future Ideas EU

Question & answers

Question & answers

Break

Chairman: Jean-Luc Méry 16.00

Intesa Sanpaolo

MCB Bank

Groupama Banque

15.30

Stefano Favale

Alior Bank

Chairman: Jean-Luc Méry 13.45

8.30

Break

Chairman: Jean-Luc Méry 10.45

8.30

Mine Erdinç

Isbank Marcin Morawski

Getin Bank Diego Serra

Prosegur

Chairman: Mark Holtom 16.00

Javier Marín Trujillo

Chairman: Jaspar Roos 16.00

RE-banking

Banco Sabadell

Accenture-Efma

Ernst Joranger

Sirpa Nordlund

Nordea Bank

Mobey Forum

Question & answers Round table discussion

Question & answers 17.45

End of the Distribution Summit

18–20 March 2014 Amsterdam

www.efma.com/ecommerce

STATEN ROOM: E-COMMERCE

THURSDAY 20 MARCH 2014

The rise of e-commerce in retail banks Global e-commerce is rapidly becoming one of the strongest activities in the retail banking environment, with an annual increase in sales of 13% over the past five years. However, the role of banks does not have to be limited to payments and can be increased through loyalty, personalisation and big data expertise.

This growth in e-commerce represents a great opportunity for those banks that are able to build more personal relationships with customers and closer partnerships with retailers.

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

Key questions

uilding for the future: how is the global digital commerce B eco-system developing and how can your bank achieve growth through e-commerce? e -commerce is more than e-payments : how can banks define their role in the value chain?

The importance of ‘big data’: how can your bank collect and use information more intelligently to enable it to emerge as one of the winners in e-commerce?

MORNING Stefano Favale Head of Payments & Liquidity, Marketing SME Intesa Sanpaolo Italy – Video conference

Digital commerce and SMEs: growth opportunity or mandatory setup?

Michael Dooijes Executive Director, Head of Strategy & Innovation Rabobank Netherlands

e-Commerce is more than e-payments at Rabobank: a roadmap in response to the disruption in finance

PANEL DISCUSSION with Alior Bank, Intesa Sanpaolo, Mobey Forum, Rabobank Michaela Verstraeten Member of the European Advisory Board Merchant Risk Council Spain

Merchants can be good at risk management: let’s work together

Jay de Groot CEO & Co-Founder Science Rockstars Netherlands

Persuasion profiling, part of the next step in digital personalisation: retail commerce case studies

Francesco Bottigliero Chief Digital Officer Brunello Cucinelli Italy

e-Commerce and physical shops in fashion industry: inspiration for the banking industry?

AFTERNOON CASE STUDIES PRESENTATION with Michaela Verstraeten Merchant Risk Council

Case 1 - Nike: developing a new regional e-commerce business Case 2 - Luxury brand houses: the need for another perspective

Amir Inditzky Head of e-Commerce Discount Bank Israel

The bank’s main e-commerce funnel asset: the customer base

Jaspar Roos Chief Inspiration Officer Future Ideas EU Netherlands

Finding new business and distribution models

STUDY PRESENTATION with Gianmaria Trapassi Senior Manager Accenture

RE-banking: insights for banks from the REtailing sector

Sirpa Nordlund CEO Mobey Forum Finland

Seamlessly mobile: shopping instead of just paying

ROUND TABLE DISCUSSION: how is the global digital commerce eco-system developing and how can your bank achieve growth through e-commerce? can your bank achie

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!, 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

The evaluation of the branch network in 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

www.efma.com/digital

BALLROOM B&C: DIGITAL BANKING & SOCIAL MEDIA

EFMA DISTRIBUTION SUMMIT

The digitisation of retail banking Decision time: move forward or stagnate Online and mobile channels are gathering momentum and pose a tremendous challenge for retail banks.

Unless they rise to this challenge and become more agile and responsive, they could become increasingly less relevant to many customers. Amongst more progressive banks, the race to develop the best services has already begun.

Digitisation is now a necessity. Customers expect to receive a more responsive and seamless service across all channels.

If banks fail to exploit the opportunities offered by digital channels, they risk losing out to new entrants with fewer inhibitions.

As part of its three-day Distribution Summit, Efma is delighted to introduce a special conference on ‘Digital Banking and Social Media’. A range of industry experts will explain the exciting new possibilities presented by digitisation.

The conference also includes round table discussions on the new challenges facing banks. Join us to explore the best ways to engage and communicate with customers across all channels, both now and in the future.

Key questions obile: how can banks take advantage of the latest M developments in mobile banking (e.g. pps, digital wallets, geolocation and voice recognition)? Is mobile an effective sales channel? ocial media: how can social networks be used to engage S customers and offer 24/7 support? How can mobile

and social media be integrated into the retail banking environment? Can Facebook and Twitter be used for sales and transactions? ther digital channels: how can online sales be improved?

O How can digitisation transform the branch experience?

Hot topics elf-service and authentication developments S The simplification of online banking processes Digital personalisation

emote personal advisors R Using gamification to enhance the customer experience Online fraud prevention

Debate with major industry players, including: Brett King CEO & Founder Moven USA Cristina de Villeneuve Global Head Hello Bank! France Neil Hiltz Head of Financial Services Facebook USA

Michal Panowicz Managing Director mBank – BRE Bank Poland Robert Teagle EMEA IT Director Starbucks Alex Twigg General Manager UBank Australia

18–20 March 2014 Amsterdam

TUESDAY 18 MARCH 2014

www.efma.com/digital

MORNING BALLROOM B&C

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!, Moven and Banco Bradesco

AFTERNOON

József Nyíri Director of Innovation – Misys Labs Misys Digital Channels UK

Banking now: engaging the digital customer

Robert Teagle EMEA IT Director Starbucks Netherlands

The Starbucks experience: enhancing and strengthening customer connections across channels

Aleksandra Buczkowska CRM Director mBank – BRE Bank Poland

mBank: digitisation of sales and advice

Alex Twigg General Manager UBank – NAB Group Australia

UBank, the power of ‘Good Different’: UBank’s culture, constant innovation and agility for rapid growth

Merav Spektorovsky-Sasson Head of Direct Banking

Creating customer intimacy in a digital world

Bank Hapoalim Israel

Pedro Mira Vaz Head of Direct Channels Banco Espírito Santo Portugal

Remote multichannel signature: how to use direct channels authentication to close a remote deal

WEDNESDAY 19 MARCH 2014

www.efma.com/digital

MORNING BALLROOM B&C Isabella Frey Innovation Strategist Erste Bank Austria

QuickCheck: a pioneer’s story or the least you can do about user experience and usability

Paolo Barbesino First VP, Internet & Mobile Banking, CEE UniCredit Bank Austria

Simplification, simplification: inspiration from other industries in redesigning the entire online banking system around PFM

Jay de Groot CEO & co-Founder Science Rockstars Netherlands

Persuasion profiling, part of the next step in digital personalisation: Booking.com case study

Carolina Hernandez Coderch e-banking Sales Manager e-laCaixa Spain

The Starbucks experience: enhancing and strengthening customer connections across channels

Aref Al Ramli VP, Head of Electronic Banking & Innovation Mashreq Bank UAE

Geolocation and mobile banking: bringing products and services to customers at the right time and place

Deniz Güven SVP, Digital Channels Garanti Bank Turkey

iGaranti, emotional interaction with customers: atomising the bank in a series of apps

AFTERNOON

Bjørn Bøje Jensen Managing Director Nykredit Direkte Denmark

Remote personal advisors: bridging branch and digital platforms to achieve omnichannel intimacy

Katarzyna Rybicka Strategic Project Department Director Alior Bank Poland

Are mobile and internet banking enough? Embracing the e-commerce opportunity

Amir Inditzky Head of eCommerce Discount Bank Israel

‘People who bought this loan also bought this insurance policy’: a new way of engaging customers by copying the best retailers

Marta Feltrin Head of Digital Sales BNL – BNP Paribas Italy

BNL online account opening: rapid, paperless process

Ross Surace Director, P3 Delivery & Colleague Collaboration Barclays Bank United Kingdom – Video Conference

Putting our customers at the centre through making lives easier for the colleague

Makoto Shibata Principal Analyst, eBusiness & IT Initiatives Division Bank of Tokyo-Mitsubishi UFJ Japan

Japan’s next mobile banking steps: geolocation, voice recognition, new alliances

18–20 March 2014 Amsterdam

THURSDAY 20 MARCH 2014

www.efma.com/digital

MORNING BALLROOM B&C STUDY PRESENTATION

Tamás Braun Sales Specialist Misys Digital Channels Germany

Gamification for an engaging banking experience: results and case studies from Misys Digital Channels–Efma joint research white paper

Maarten Molenaar Project Manager Gamification Hub, User Experience Center Rabobank Netherlands

Bank and play? Championing gamification in a financial institution

Bilgen Aldan Direct Banking Channel Management & Marketing VP Akbank Turkey

Being ‘directly social and mobile’: next e-intimacy steps

Fawad Durrani Vice President - Self Service Channels MCB Bank Pakistan

Socially connected products, channels and solutions leading to behaviour change

Gürhan Çam Digital Generation Banking Senior Vice President DenizBank Turkey

Twitter loan: Twitter transformed into a sales channel

Conor McCarthy Head of Consumer Channel Optimisation AIB Ireland

Social media, putting customers first: how AIB is using social media to help engage customers

AFTERNOON

Woo Kyung Chang Global Strategy Senior Manager of Future Banking Support Department Hana Financial Korea

Mobile, the new language for sales effectiveness

Michał Panowicz Managing Director, Marketing & Biz Dev mBank – BRE Bank Poland

mBank: rich customer interactions via digital channels as a branch replacement

ROUND TABLE DISCUSSION: Best practices and implementation challenges Informal round table discussions to allow delegates to explore some of the key topics raised during the 3 days of the Distribution Summit. The aim is to facilitate ROUND TABLE DISCUSSION: a structured sharing of ideas on ways of meeting the practical implementation challenges.

Javier Marín Trujillo Digital Services Strategy Manager Banco Sabadell Spain

Sabadell ‘Open Apps’ platform for innovative new features such as Google glass

Ernst Joranger Head of Authentication & Online Fraud Prevention Nordea Bank Denmark

Online fraud prevention: business-driven not IT-driven

18–20 March 2014 Amsterdam

www.efma.com/insurance

STATEN ROOM : INSURANCE DISTRIBUTION

EFMA DISTRIBUTION SUMMIT

The changing face of distribution models in insurance New approaches, new strategies and new trends Like many other areas within the financial services sector, the insurance industry is having to evolve in response to changing customer behaviour and the increasing digitisation of many processes. However, this evolution is sometimes painfully slow.

There is a pressing need for insurers to continue to develop seamless and versatile multidistribution models.

At the same time, any new model must also have the needs of the customer as its central focus. New technologies offer exciting new opportunities for meeting customer needs and

enhancing the customer experience. They can also help to strengthen the capabilities of more traditional channels, such as agents and brokers.

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

A range of experienced international speakers will look at different tools and strategies that could help to increase the productivity and profitability of insurers in the future.

Key questions ultidistribution models: What are the key advantages of a M multidistribution model and what are the specific channels and levers that will help insurance companies to grow in the future?

Hot topics T he role of the aggregator: threat or partner?

The impact of digital channels, such as mobile and social media

I nnovation: What are the latest developments in incremental and disruptive innovation? How can innovative solutions be developed without creating conflict within the channels? ustomer satisfaction: How can new technologies be used C to enhance the customer experience? What is the role of loyalty programmes?

T he role of more traditional channels: bancassurance, agents and brokers New insurance value propositions for families

STUDY PRESENTATIONS Hear new research findings backed up by case studies on how to implement critical change & innovation in your own organisation: - The World Insurance Report 2014, by Capgemini and Efma - Aggregators and traditional insurers, by Roland Berger and Efma

18–19 March 2014 Amsterdam

TUESDAY 18 MARCH 2014

www.efma.com/insurance

MORNING STATEN ROOM

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!, Moven and Banco Bradesco

AFTERNOON

STUDY PRESENTATION

Jan Verlinden Principal Consultant, Insurance Leader Belgium Capgemini Global Financial Services

World Insurance Report 2014 – The customer experience reality check: where do insurers stand?

Manuel Leiria Marketing Director Açoreana Seguros Portugal

Insurance Client Management – a new approach

Reinhardt Schink Head of Market Analysis & Strategy

Satisfied customers through loyalty programmes

Allianz Germany

Gilles Normand Chief Executive Covéa United Kingdom

Is insurance distribution in the UK a role model for other markets?

Eveline van Baar-Verwijmeren & Jasper van Erp Commercial Managers Avéro Achmea Netherlands

Vision on distribution in 2020 and building sustainable broker business

Rui Ramos Gonçalves Marketing Channel Development Director Fidelidade-Companhia de Seguros Portugal

Distribution trends: the Fidelidade’s experience

WEDNESDAY 19 MARCH 2014

www.efma.com/insurance

MORNING STATEN ROOM STUDY PRESENTATION

Mathieu Sébastien Partner Roland Berger Strategy Consultants

European insurers’ strategy towards aggregators

Josep Celaya Deputy Director – Global Direct Insurance Mapfre Spain

Price comparison sites from Mapfre’s point of view: a global insurer

Augustin Leman Director of Sales LeLynx.fr France

Aggregators: partner rather than supplier

Alain Hade SVP, Business Development, Sales & Customer Service Desjardins Insurance Canada

From a regional player to a nationwide insurer: multidistribution as the starting point: focusing on multidistribution growth

Ibón Urgoiti Urioste Private Banking Director Laboral Kutxa Spain

Absorbing the insurance subsidiary’s branch network and migrating to a true bank insurance model

Nathalie Bois-Monier Head of International Marketing & Distribution Crédit Agricole Assurances France

Potential pitfalls and benefits in bancassurance

AFTERNOON

Jan Hendrik van Dalen Senior Manager Strategy & Innovation Aegon Netherlands

Innovation at Aegon Netherlands: best practices and learnings

Tsukasa Makino Manager, Corporate & IT Planning Department Tokio Marine & Nichido Fire Insurance Japan

Disruptive innovation: innovative insurance products and services using latest technologies

Sebastian Herfurth Managing Director & Co-Founder Friendsurance Germany

Friendsurance’s business model: an innovative tool for insurance companies

Delphine Asseraf Head of Digital

Insurance, the next business to be transformed by digital

Allianz France STUDY PRESENTATION

Jan Verlinden Principal Consultant, Insurance Leader Belgium Capgemini Global Financial Services

Turning a digital presence into a differentiating customer experience. Voices from the World Insurance Report 2014

Roberto Salas Romero Executive VP & COO European Region Liberty International Spain

Liberty insurance Europe: from multiple channels to multiple access

18–19 March 2014 Amsterdam

REGISTRATION FORM

Scan me and register online now

INSURANCE DISTRIBUTION 18–19 March 2014 Amsterdam ATTENDEE’S INFORMATION Mrs.

Ms

Mr. / First name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Last name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Job title . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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

Tel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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

Tel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

PRACTICAL INFORMATION DATES The conference will begin with a welcome coffee on Tuesday 18 March 2014 at 8.15 a.m. and will end on Wednesday 19 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 LANGUAGE 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*

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 The registration fee covers participation in the conference, documents, lunches and coffee breaks. Registration fees must be paid

REGISTRATION FEE 1,600 (VAT excluded) for Efma Members. e e1,800 (VAT excluded) for Efma Business Partners e2,400(VAT excluded) for non-member institutions.

All registrations are strictly individual.

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 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

Card n° Expiry date DATE

SIGNATURE

REGISTRATION FORM

Scan me and register online now

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

Ms

Mr. / First name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Last name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Job title . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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

Tel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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

Tel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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