Efma customer summit 2015

Customer Summit www.efma.com/customer

15-16 June 2015 – Amsterdam

We are entering an age of sky-high customer expectations. Successful banks are employing a new generation of CX leaders with the ability to build engagement, scale and enhance customer relationships across all channels on a tight budget.

Efma’s next annual Customer Summit is a not-tobe-missed networking opportunity for all retail bankers looking for inspiration, keen to learn from practical examples and discover how sometimes, small changes across a multichannel landscape can make a big impact and enable them to engage with customers in more powerful ways.

The main issues discussed will include: Multichannel customer satisfaction Mobile 24/7 customer Measuring CX Big data and predictive analytics Monetise customer experiences Branch level CX tactics Emerging disruptors and verticals

Paolo Barbesino Head of Internet & Mobile Banking UniCredit Austria Michael Dooijes Executive Director, Head of Strategy & Innovation Rabobank Netherlands Mohamed Khalil Head of Product, Data & Marketing Moven USA Conor McCarthy Head of Consumer Channel Optimisation, AIB Direct Channels & Analytics Allied Irish Banks Ireland Timo Pelz Industry Lead Financial Services, D-A-CH Facebook Ireland Harriet Wakelam Head of Customer Experience Medibank Australia

Why should you attend this event?

International keynote presentations: hear from the best

customer experience professionals from both the retail banking sector and other vertical industries ase studies: learn from the extended case studies of AIB C and Swedbank

#EfmaCS15

I nteractive format: participate in stimulating debates and discussions with both formal and mini-panels, as well as roundtables to explore best practice topics in greater depth uggestions board: share your ideas and co-create S content during the event

15-16 June 2015 Amsterdam

MONDAY 15 JUNE 2015

The big customer re-think 08.15 09.00

www.efma.com/customer

Welcome coffee and registration Sean Gilchrist Managing Director Global Digital Channels Lloyds Banking Group UK

Delivering key moments and experiences across the multichannel customer and colleague journey In which areas are customer demands evolving Interaction with brands anywhere, anytime. What does this mean for our internal customers/our colleagues Instant information needs: delivering key messages at key moments

09.25

Andrzej Przewiezlikowski Director Financial Services Comarch Poland

Can a bank make ‘Smart City’ smarter: taking a look at the potential role of banks in this emerging ecosystem Defining what a smart city means to customers What is the role of a bank in enabling and being involved in smarter communications Working with different partners and stakeholders

09.50

David Schick EVP, Group Strategy & Transformation Maybank Malaysia

Banking innovation - the need for a customer-driven mindset What is innovation?

Why customer-driven vs. disruptive?

How do we innovate at Maybank?

Pinpointing the problem you are trying to solve and measuring the success of its solution Building a culture of commitment

10.15

Questions & answers

10.30

Coffee break & networking

Regaining customer trust: from mistakes to moments of glory

11.00

STUDY PRESENTATION Erik van Druten Solution Manager Core Banking Capgemini Consulting Netherlands

Experience-led banking - from back to front: insights from the World Retail Banking Report 2015 Why the middle and back-office are critical to delivering engaging and dynamic customer experiences How new are players gaining more market share How front office transformations have impacted bank customer experiences Analysing data and transactions throughout the customer journey

11.25

Questions & answers with Erik van Druten & Pascal Spelier

11.40

Tolga Tavlas CRM & Multi Channel Platforms, CEE Retail UniCredit Austria

The digital landscape and erosion of customer trust: winning back lost ground Digital disruption across the customer journey New types of customers: new expectations Examining security as a key moment and opportunity to regain trust What are the main cyber risks and drivers?

Federico Sforza SVP, Head of Multichannel UniCredit Italy

UniCredit Open Journey: a multichannel customer approach Open acceleration of multichannel services Integration of digital and physical channels A multichannel open journey example Key challenges faced and how we overcame them

12.05

12.30

Questions & answers

13.00

Lunch

#EfmaCS15

15-16 June 18-192015 MayAmsterdam 2015 Paris

MONDAY 15 JUNE 2015

www.efma.com/customer 14.15

15.15

ROUNDTABLE DISCUSSION LABS Choose one of the different ‘discussion groups’ and at the end all the roundtable leaders will tweet their key group findings on #EfmaCS15 Gaining digital customer behaviour insight

Key ways to measure and monitor customer satisfaction

Social media and the new customer relationship

Boris Perilli, Web Analytics Specialist, CheBanca!, Italy

Aleix Escassi Pascual, Head of Customer Experience & Commercial Distribution, Banco Sabadell, Spain

Manish Agarwal, VP Interactive & Innovation, Kotak Mahindra Bank, India

Customer behaviour: interventions, segmentation and making it personal

Better engagement for customers and call centre employees across

Getting the right measures & ROI from customer insights

Emily Haisley, VP Behavioural & Quantitative Finance, Barclays, UK

Kathryn Chivers, VP Sales Operations, Firstsource, UK

James Wycherley, Director, Customer & Market Analysis, Barclays; Chair, Insight Management Academy Barclays Bank, UK

Networking coffee break

New digital loyalty campaigns

15.45

Vikas Singhvi Joint General Manager & Head - Strategy & Process Retail Branch Banking ICICI Bank India

Transformation of branches to enhance customer experience: Gen Y changing the banking paradigm Reinvent the branch New branch design concepts and formats Redefining the role of the teller/branch staff through new technologies Optimizing branch processes/increasing branch efficiency

16.10

Timo Pelz Industry Lead Financial Services, D-A-CH Facebook Ireland

Building loyalty through personalised marketing: scalability and profitability Customer behaviour and media landscape have changed significantly The core objectives of financial services companies remain unchanged: efficiency, scalability and profitability Reaching more people is no longer the objective: the growing importance of relevance of scale What can banks and financial services learn from other companies in the industry?

Gary Sharples Director of Client, Customer Insight & Complaints Barclays Bank U.K

Managing multichannel complainers: turning them into loyal advocates The best customer complaints Using complaints to identifying what you are doing well Turning complaints and poor service into great customer experiences in the future Trying to find bottlenecks, duplications and making steps to rectify them Continuous improvement: building a measuring and reporting process to collect data

16.35

17.00

Questions & answers

17.15

End of day one #EfmaCS15

15-16 June 2015 Amsterdam

TUESDAY 16 JUNE 2015 www.efma.com/customer

Context is king: always on, always relevant 08.15

Welcome coffee and networking

09.00

Paolo Barbesino Head of Internet & Mobile Banking UniCredit Austria

Three things you want to do with your digital franchise before it’s too late How can banks thrive in the digital world when banking is among the least sexy online activities?

Translating a digital agenda into mobile UX design principles: time, frequency & context Restructuring the online session mix Leveraging the push-pull dynamics

09.25

Mario de Armas Senior Director International Payments Walmart USA

Understanding adoption strategies and improving usability: mobile payments from a customer perspective Mobile functionality and convenience Customer education and adoption tactics Getting the technology and partnership right at the outset

09.50

Mohamed Khalil Head of Product, Data & Marketing Moven USA

Mobile financial services: the customer-centric ‘financial wellness’ experience Reimagining day-to-day banking: the impact of mobile, wearable & digital technologies Insights into Moven’s ‘Financial Wellness’ experience and its disruption of the traditional financial services model Exploring the implications of a behavioral service on brand, design, marketing and customer experience

10.15

Questions & answers

10.30

Networking coffee break

Start-ups, incubators and innovation bootcamp

11.00

Harriet Wakelam Head of Customer Experience Medibank Australia & Michelle Gilmore Design Director Neo Australia

Connectors for change: blending design with innovation to build a truly customer-centric organisation Revamping your customer strategy for the technology-driven world Evolving branches to provide customers with a powerful alternative to digital channels Building innovative, convenient and trustworthy products: a new banking formula Working with external teams and partners

11.35

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

Customer innovation against all odds: entrepreneurship in a challenging retail banking environment How to harness a cooperative effort between leadership, tools and innovation implementation to drive a transformation programme How to get people out of their existing innovation ‘rut’ Shaping the vision around the customer: thinking, creativity and product development

12.00

CASE STUDY Conor McCarthy Head of Consumer Channel Optimisation & Conor Maguire Head of Service Quality & Efficiency AIB Ireland

Creating great customer experiences with a digital store The Lab: Journey to date Measuring CX in the Lab Using The Lab to enhance the CX across digital channels and enable co-creation A Virtual Tour of The Lab

12.35

Questions & answers

12.40

Lunch

AIB Branch Customer Experience programme Overview of Branch Customer Experience programme Measuring CX and the role of NPS Importance of staff training Branch level CX tactics & results

#EfmaCS15

15-16 June 2015 18-19 MayAmsterdam 2015 Paris

TUESDAY 16 JUNE 2015

Insights from different customer touchpoints

www.efma.com/customer

14.00

Amir Inditzky Head of eCommerce Israel Discount Bank Israel

Creating value by searching deep in the most boring place in the bank Using error messages and system failure to create action items and online

opportunities Mapping transaction codes to create loyalty and up-selling Avoiding ‘innovation’ saturation and finding the right data and moments to guide your customer experiences

14.25

Marta Feltrin Head of Digital Sales Retail & Private Division BNL - BNP Paribas Group Italy

Personalising customer contact centre: bridging the mobile disconnect Disintermediation of the financial services value chain What are the keys to the connected bank experience?

Is mass personalisation achievable through contact centres?

Best practice contact centre tools, models and planning

14.50

Questions & answers

15.05

Networking coffee break

Real-time customer data analytics

15.30

CASE STUDY Ashkan Farnian Project Manager & Nima Ghorbani Head of CI Professional Services & Jonas Edberg Senior Business Analyst

Swedbank’s Customer Meeting Map: harnessing multiple data sources in real-time *Customer Meeting Map won the ‘Innovation of the month November’ award The new era of digitalisation: why and how to automate client interaction A deeper customer insight through an intuitive user interface Big data or right data? Understand customer behavior through multiple data sources Customer Meeting Map: getting the solution up and running from hic-ups along the way to a fully operational tool

Swedbank Sweden

16.15

STUDY PRESENTATION Scott Andrick Director,Industry Principal Card & Retail Banking Pegasystems USA

Creating a frictionless customer experience: using real-time predictive analytics How can banks develop a personalized connected customer conversation across all channels and at all times Using real-time predictive analytics across all channels to drive this conversation with the customer Next Best Action Marketing: the ultimate goal is of course to optimize customers’ life time value

16.40

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

Gaining customer engagement from applied game-design How is digital technology changing consumer behaviour: the role of games Using the game perspective to engage customers with your brand What are the key insights gained and data to enhance design and development Using the game perspective to engage customers with your brand Being relevant now and in the future

17.05

Questions & answers

17.15

End of the conference

#EfmaCS15

15-16 June 2015 Amsterdam

REGISTRATION FORM

CUSTOMER SUMMIT - www.efma.com/customer 15-16 June 2015 – Amsterdam, Renaissance Amsterdam Hotel ATTENDEE’S INFORMATION Mrs.

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Institution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . VAT ID number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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Email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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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 Customer Summit will begin with a welcome coffee on Monday 15 June 2015 at 8.15 and will end on Tuesday 16 June 2015 around 18.00.

LOCATION Renaissance Amsterdam Hotel Kattengat 1 1012 SZ Amsterdam, Netherlands Tel: +31 20 621 22 23 Hotel website 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

REGISTRATION The registration fee covers participation in the Customer 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.

blocked for the nights of Sunday 14 and Monday 15 June 2015 at the Renaissance Amsterdam hotel. The cost of a single room per night is e239 and e259 for a double room (including breakfast, internet connection and VAT but excluding 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 Sunday 3 May 2015. The hotel will automatically bill unoccupied rooms or late cancellations.

If you look for more affordable accommodation, we suggest the following hotels: Park Plaza Victoria Amsterdam 4* Crowne Plaza Amsterdam City Center 4* ibis styles Amsterdam Central Station 3*

REGISTRATION FEE

CANCELLATION All cancellations must be received in writing.

A 20% cancellation fee will be charged for all cancellations received on or before Monday 1 June 2015. 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.

SOCIAL NETWORKS

e 1,600* for Efma Members and Associate Members e 1,800* for Efma Business Partners e 2,400* for representatives of non-member institutions

@Efma_news

LinkedIn

Efma channel

Efma flickr

Efma app

* VAT not applicable. All registrations are strictly individual.

PAYMENT By bank transfer to Efma Sarl bank account IBAN: FR 76 1027 8060 4700 0208 2420 111 BIC: CMCIFR2A Crédit Mutuel CCM PARIS 17 ETOILE, 30 Avenue Niel, F- 75017 Paris By credit card:

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SIGNATURE

Please send this registration form by email at registration@efma.com or fax +33 147 42 56 76 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.