Efma physical channels conferance2015

Distribution Summit

Physical Channels www.efma.com/physical

Branch transformation and digitisation The branch is not dead: physical channels are an essential part of an effective multidistribution strategy. However, the role of these channels is changing. In a digital world, banks need to apply digital principles to the bricks and mortar environment by implementing the latest ATM and kiosk technologies and by digitising processes and empowering frontline staff with the latest digital technologies to enable them to deliver better customer service and support.

Hear from leading banks to: Understand how banks are deciding which branch format fits which area and which branches need specific expertise Find out how to improve sales efficiency in physical channels: how can staff sell more while, at the same time, achieve optimum levels of customer satisfaction?

25-27 March 2015 – Barcelona

Anna Gawin Head of CEE Retail Distribution Models UniCredit Bank Austria Samik Roy Café Manager, San Fransisco Café Capital One 360 USA Katarzyna Rybicka Head of Strategy Department Alior Bank Poland Luke Daniel-Christoforidis Frontline Help Manager, Strategic Transformation, Personal and Corporate Banking Barclays Bank UK Gitte Sundqvist Head of Group Brand Identity Swedbank Sweden Eerika Vaikmäe-Koit Head of Retail Banking, Technology Area SEB Pank Estonia

Why join this conference?

Attend the Physical Channels conference and mix sessions from the parallel streams to make your ideal learning experience throughout the 3 days Learn from other industries with quick-fire start-up and fintech sessions: innovative companies will present their latest and greatest innovations

Take advantage of in-depth discussion and interaction with workshop sessions. Register to the event to secure your seat to your favourite workshop!

Participation granted on a first-come, first-served basis.

Places are limited!

Hear new research findings to identify the best strategies for facilitating branch transformation and digitisation

25-27 March 2015 Barcelona

WEDNESDAY 25 MARCH 2015 Physical Channels

Opening Plenary Session

9.00

Àngels Valls Benítez Digital Solution Director e-laCaixa Spain

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9.25

1 Michal Panowicz Managing Director, Products, Marketing & Digital mBank Poland

9.50

Gregorio R. Santos Chief Business Development Officer EMEA Mapfre Spain

10.45

Looking for ubiquity in digital banking

Digital transformation as a means of disruptive distribution The way forward in bancassurance

Coffee break and networking

11.15

Joshua Reich — Video presentation CEO,Simple USA

Digital is not a department. At Simple, we consider ourselves tech pioneers, not bankers

11.40

Jim Marous Partner, The Financial Brand USA

From bricks to clicks: reaching the digital consumer

12.05

Jouk Pleiter CEO & Co-Founder,Backbase Netherlands

Creating the digital bank of tomorrow: the omnichannel bank

Anna Gawin Head of CEE Retail Distribution Models UniCredit Bank Austria

Branches are here to stay, but how can banks boost branch profitability?

Paolo Pellegrini Head of Retail Banking Strategic Marketing Banca MPS Italy

MPS Progetto Regata in order to enhance network sales effectiveness

13.00 14.30

14.55

15.20

Lunch

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Esra Diker Corporate Analytical Marketing Strategy & Project Manager, Finansbank Turkey

2

Zoom-out for sales effectiveness: what do your customers look like from outer space?

Okan Cetinkaya Corporate Analytics, Strategy and Project Management Department Manager Finansbank, Turkey

16.15

Coffee break and networking

16.45

Eerika Vaikmäe-Koit Head of Retail Banking & Technology Area SEB Pank Estonia

Enhancing the effectiveness of the branch network service model: change design and execution

17.10

Tasos Mylonas Director, Network Strategy Division National Bank of Greece Greece

Improving branch operational efficiency

17.35

Alper Eksioglu Customer Experience Manager TEB Turkey

Experience to leadership sales force efficiency

18.30

Wine Reception - offered in partnership with Objectway www.efma.com/physical

THURSDAY 26 MARCH 2015 Physical Channels 9.00

PARALLEL WORKSHOPS

Limited places:

Katarzyna Rybicka Head of Strategy Alior Bank Poland Room A - Physi-digi transformers: how to challenge the physical network in a digital era

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10.45

Francesca Nieddu Head of Customer Experience & CRM Intesa Sanpaolo Italy Room B - Another brick in the (digital) wall: the untold story of a territory-anchored giant that dreamed of going omnichannel

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Coffee break and networking

11.15

David Gamboa Riaño Group Retail Business Development, Channels & Sales Erste Group Bank Austria

Branches are here to stay, but how?

11.40

Selin Cakır ATM & Self-Service Banking Manager Odeabank Turkey

Focusing on the customer experience in branch design and corporate identity

12.05

Shaun Rowley National Café Strategy Lead, San Fransisco Café

Capital One 360 Cafés: another type of bank branches

Samik Roy Café Manager, San Fransisco Café Capital One 360 USA

13.00

Lunch

14.15

Paul Deleener Head of ING Privalis ING Belgium

14.40

STUDY PRESENTATION Ainsley Ward Payment Evangelist Clear2Pay

15.05

16.00 16.30

Ewa Pitera Manager Idea Bank Poland

ING Privalis: a specific offering for a specific segment (legal professions)

Revisiting and reinvigorating the ATM channel

Idea Hub. Introducing the concept of creative branch banking

Coffee break and networking TECHNOLOGY SESSION Paulina Makowelska Leader of mBank’s Branch Network Redesign Project; Head of Procurement and Cost Efficiency Department mBank Poland Marcin Wisniewski Sales and Marketing Director i3D Poland

Each company presents its latest and greatest innovations. Meet them afterwards on their stands to find out more

Milan Vora CEO Mydesq Switzerland

Victor Kupcis Sales Director, Financial Services, EMEA FOBISS Holding BV Fobiss Netherlands

18.15

End of day 2 25-27 March 2015 Barcelona

FRIDAY 27 MARCH 2015 Physical Channels 8.45

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10.30

Room B - Remote relationship managers for affluent customAleix Escassi Pascual Head of Strategic Marketing Jordi Amoros Brotons Head of Commercial Transformation Projects Banco Sabadell Spain Room C - Why banking is both somewhere you go and something you do Gitte Sundqvist Head of Brand Identity, Strategic Marketing and Branding Lars Linder Program Manger, Channel Management Swedbank Sweden Coffee break and networking

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11.00

Luke Daniel-Christoforidis Frontline Help Manager, Strategic Transformation, Personal and Corporate Banking Barclays Bank UK

How Barclays is transforming their colleague engagement and customer experience in the digital revolution

11.25

Olivier Chédeville Director of Multichannel Strategy Société Générale France

How to manage phone calls in branches while increasing business, employee commitment and customer satisfaction

11.50

Mikhail Shevtsov Senior Managing Director – Director of Subsidiary Banks Division Sberbank Russian Federation

How segmentation of bank branches increases the efficiency of bank sales

Soo-Hyun Baek

Bank digitisation journey and sales efficiency

12.45 14.00

Lunch Senior Manager Strategic Planning and Business Development Standard Chartered Bank Korea

Closing Plenary Session

Limited places: registration on a first-come, first-served basis

PARALLEL WORKSHOPS Room A - The Lab, educating the customer in a digital world Mark Culleton Head of Channel Adoption Allied Irish Banks Ireland

14.25

Yvon Moysan Président at Saint Germain Consulting & Lecturer Digital Marketing IESEG School of Management France

How wearables can both improve customer experience in branches and enhance network sales effectiveness ?

14.50

Michael Pearson Senior Retail Banking Adviser Efma France

Digitisation of physical channels

15.45

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16.15

Deepak Sharma EVP & Head of Digital Initiatives Kotak Mahindra Bank India

16.40

Frank Eliason SVP Social Media, North-America Consumer Banking Citi USA — Video presentation

17.30

End of conference

www.efma.com/physical

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Kotak Jifi: an integrated social bank account, which seamlessly incorporates social networking platforms with mainstream banking The changing dynamic in business: the shift millennials, new technologies and communications are bringing to the culture of businesses

REGISTRATION FORM DISTRIBUTION SUMMIT 25-27 March 2015 – Barcelona, Fairmont Rey Juan Carlos I hotel 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 Wednesday 25 at 8.15 and will end on Friday 27 March 2015 around 18.00.

LOCATION Fairmont Rey Juan Carlos I hotel Av. Diagonal 661-671, 08028, Barcelona, Spain Tel: + 34 933 644 040 www.fairmont.com/barcelona ACCOMMODATION Each participant must pay the cost of his or her accommodation directly to the hotel before departure. A block of rooms has been provisionally reserved for the nights of 24, 25 and 26 March 2015 at the Fairmont Rey Juan

Carlos I hotel. The cost of a single room per night is e 157.50 and e 176 for a double room (breakfast included, VAT excluded).

An automatic confirmation will be sent by email within 24 hours of your registration. In this email you will find a booking form to reserve your accommodation, that you will have to send back to the hotel directly by fax or email. The hotel guarantees room availability and price until Monday 23 February 2015. The hotel will automatically bill unoccupied rooms or late cancellations.

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 before or on Wednesday 11 March 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.

LANGUAGES All sessions will be held in English.

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

One day Two days Three days €1,600 €2,400 €800 €900 €1,800 €2,700 €1,200 €2,400 €3,600

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

25 March 26 March 27 March

Digital Banking Digital Banking Digital Banking

Physical Channels Physical Channels Physical Channels

Insurance Distribution Insurance Distribution Distribution Tomorrow

VAT not applicable. All registrations are strictly individual.

Step 3: Workshops sessions need to be pre-booked because places are limited. If you wish to attend please state your choice below: Digital Banking conference

Physical Channels conference

26 March - Workshop speaker: ..................................................................

27 March - Workshop speaker: ..................................................................

26 March - Workshop speaker: ................................................................

27 March - Workshop speaker: ................................................................

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Card n° Expiry date DATE

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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.