Brochure_Middle_East_Retail_Banking_Summit_Dubai

www.efma.com/DubaiSummit

MIDDLE EAST RETAIL BANKING SUMMIT Wednesday 22 October 2014 – Dubai, The Palace Downtown Efma, in conjunction with Microsoft, Veripark and Peppers and Rogers, will organise the First Annual Middle East Retail Banking Summit, a one-day event which will bring together industry thoughtleaders and decision-makers to discuss strategic imperatives for regional banks to stay ahead of the competition.

Share experiences and learn from our top speakers, including: Deniz Devrim Cengiz Director Distribution Channels TEB Turkey Farhad Dhun Irani EVP, Head of Retail Banking Group Mashreq Bank United Arab Emirates Carlo Giugovaz Global Multichannel Banking UniCredit Group Italy Eva Maria Rodriguez Garcia Head of Multichannel Transformation Santander Spain Suvo Sarkar General Manager, Retail Banking & Wealth Management Emirates NBD UAE

Dear Madam, dear Sir, Efma is delighted to announce its Middle East Retail Banking Summit to be held next 22 October in Dubai.

For over 40 years Efma has been nurturing innovation in retail financial services. Our conferences have gained an enviable reputation for their standards of quality, breadth of perspective and high level of debates and interaction.

We put emphasis on exploring the key topical issues facing the industry at present time, drawing on the latest information and feedback from delegates.

This meeting in Dubai has all the features of a benchmarking Summit in the region. During a time-saving but intensive programme, our inspiring speakers will explore the revenue growth potential of the region, the requirements to implement it and the best practices to drive superior performance levels in retail financial services.

The gains are not only in terms of knowledge: by joining 100+ senior executives and decision-makers from the financial sector in the Middle East, you have access to firstclass networking time to make valuable contacts.

To reserve your place, please fill-in the registration form at the end of the brochure and send it to fatou@efma.com or register directly online from www.efma.com/DubaiSummit If you cannot attend the event, feel free to forward this brochure to your colleagues who may be interested.

We look forward to welcoming you in Dubai!

Kind regards,

Hans van der Horst Managing Director Customer Domain ING Group Netherlands

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

Patrick Desmarès CEO Efma

WEDNESDAY 22 OCTOBER 2014

MORNING 8:30

Welcome coffee and registration

9:00

John Kirkbright Senior Retail Banking Adviser Efma United Kingdom

Key trends in retail banking worldwide

9:30

Hans van der Horst Managing Director Customer Domain ING Group Netherlands

From days to seconds: retail banking in the digital world Why and how is retail banking going to change in the next few years Transformation at ING Netherlands: customer centricity and multichannel strategy in action The impact of digitisation on retail banking strategy and operations Multichannel banking is key to customer experience banking

Tunรง Akyurt ล Managing Partner for FSI, EMEA Peppers and Rogers Turkey

Overview presentation on key trends in Retail Banking

10:00

10:30

INTERACTIVE PANEL SESSION: Focusing on customer centricity while keeping an eye on bottom-line multiregional perspectives Farhad Irani Mashreq Bank, Hans van der Horst ING Group, Tunรง Akyurt Peppers & Rogers Group

11:00

Coffee break

11:30

Deniz Devrim Cengiz Director Distribution Channels TEB Turkey

12:00

Innovation: implementing a new innovative approach to alternative distribution channels to drive sales and service Next generation banking in a digital world Adapting new digital trends to remote channels to attract new customers Creating business value through social media Positioning remote channels as a new sales force Mobile banking becoming a hygiene rather than differentiating factor Using mobile and internet banking to strengthen customer relationships Presentation by Veripark

Speaker to be announced Veripark

12:30

INTERACTIVE PANEL SESSION: Successful multichannel approach in an ever changing world: how to keep the customers engaged and loyal through omni-channel strategy?

Suvo Sarkar, Emirates NBD, Deniz Devrim Cengiz TEB, Speaker TBC Veripark

13:00

Lunch

www.efma.com/DubaiSummit AFTERNOON 14:00

Eva Maria Rodriguez Garcia Head of Multichannel Transformation Santander Spain

14:30

Multichanneling transforms our retail business Background on Santander Main market trends 2020+ multichannel target vision and key issues to resolve to achieve it How is Santander taking on the multichannel transformation?

Presentation by Microsoft

Speaker to be announced Microsoft

15:00

INTERACTIVE PANEL SESSION Transforming retail banking business: perspectives from Europe and the Middle East Sarvesh Sarup Abu Dhabi Islamic Bank, Eva Maria Rodriguez Garcia Santander, Speaker TBC Microsoft

15:30

Coffee break

16:00

Carlo Giugovaz Global Multichannel Banking UniCredit Group Italy

Developing a multi-channel customer experience in a branch based bank Background on Unicredit Key market trends and impact on multichannel banking evolution Engaging for sales over direct channel: the mobile disruption Cultural and organisational stress for an incumbent branch-based bank: possible paths for a successful integration between branch and direct channels

16:30

Özge Kaymaz CRM Marketing Systems VP Akbank Turkey

Building superior customer loyalty through leading edge customer analytics Defining customer needs and sales focus Improve cross-sell skills with new age customer analytics Social media analytics Micro segmentation Optimisation of multichannel sales

17:00

INTERACTIVE PANEL SESSION Combining multidistribution strategy with successful sales strategy: finding the perfect match Carlo Giugovaz UniCredit Group, Özge Kaymaz Akbank, Hana Al Rostamani First Gulf Bank

17:30

End of the Middle East Retail Banking Summit

Wednesday 13–14 October 22 October 20142014 Barcelona Dubai

REGISTRATION FORM

MIDDLE EAST RETAIL BANKING SUMMIT Wednesday 22 october 2014 Dubai

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 Wednesday 22 October 2014 at 8.30 and will end around 18.30.

VENUE The Palace Downtown Dubai Mohammed bin Rashid Boulevard Downtown Dubai P.O. Box 9770, Dubai Dubai, UAE www.efma.com/hotelDubai

LANGUAGES All sessions will be held in English.

REGISTRATION The registration fee covers participation in the Conference, documents, lunch 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.

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 6 October 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.

SOCIAL NETWORKING

Free for Efma Members* o e 500 (VAT excluded) for Efma non-members o e 750 (VAT excluded) for Efma Associate Members o e 1500 (VAT excluded) for representatives of others non-financial institutions

@Efma_news

LinkedIn

Efma Channel

Efma Communities

All registrations are strictly individual. *Note that each financial institution has been allocated up to 10 free passes; each additional registration will be charged e 500.

PAYMENT

o By bank transfer to Efma Sarl bank account

IBAN: FR 76 1027 8060 4700 0208 2420 111 BIC: CMCIFR2A CCM PARIS 17 ETOILE, 30 Avenue Niel, F- 75017 Paris

o By credit card: o MasterCard o Visa o American Express

Card n° Expiry date DATA

FIRMA

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.

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