Digital financial Services - Marketing 2012

Conference

Digital financial services - Marketing Greater intimacy with remote customers Internet, mobile and tablets Paris, 10-11 May 2012 www.efma.com/digitalm Best practices in retail financial services more information on www.efma.com

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Digital financial services - Marketing Greater intimacy with remote customers - Internet, mobile and tablets New Efma event: Digital financial services 2012 Two parallel international conferences!

The importance of conducting business through online channels (Internet and mobile) continues to grow, bringing new technologies and functionalities. Some of the technology (smartphones, tablets...) has now matured, strongly increasing the interest in the services and also the appetite of new entrants. Mobile banking is now taking its place within multichannel distribution and many banks expect it to transform the retail banking landscape.

Online services will advance through better products and services, driven by customer choice. Customers will also choose when to use online channels and when to visit a branch. These changes have affected customer behaviour and expectations. Social media and online communities (such as Facebook, blogs and Twitter) represent interesting challenges and opportunities for financial institutions.

In response to these fascinating challenges, Efma is organising, 10-11 May in Paris, two parallel international conferences dedicated to ‘Digital financial services’:

Digital financial services - Marketing

www.efma.com/digitalm

Greater intimacy with remote customers • Intimacy. What intimacy means for online and mobile customers. Customer centricity in a virtual world.

• Digital communication. Customer experience in digital channels. Which products and services are suitable for selling online? How to increase online sales?

• Social media. Understanding, managing and maximising the impact of social network sites and online communities.

Study presentations European barometer of online financial services Exton Consulting - Efma report Mobile banking McKinsey & Company - Efma report

Digital financial services - Organisation

www.efma.com/digitalo

Aligning the organisation to strengthen remote interactions • Internal organisation. Choosing the right development team. Calculating the ROI of new initiatives.

Selecting the right change management solution.

• Channel integration. Fully integrating virtual and physical channels for a unified customer experience.

• Innovation. Organising and leveraging innovation for more efficiency and better differentiation.

Involving the customer in the development of digital channels.

• Customer confidence. Ensuring security and maintaining customer confidence.

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Highlights of the conferences NEW

AVAILABLE SOON: the Efma events mobile App... infinity of features... Stay connected with the new Efma A events mobile App and access to ‘Digital financial services’ conference programme updates, real time speakers and e delegates list and much more... Download the Efma App and enter in the new world of digital and social interactivity! d Mix and match sessions. Swop and change between the two conference streams during the event and tailor the programme to your needs, creating an excellent opportunity to combine knowledge and expand your network with more industry delegates. n

www.efma.com/digitalm

Thursday 10 May 2012 Morning

BenoĂŽt Legrand Chief Executive Officer ING Direct France

Digital banking at ING Direct: dialoguing with customers to define together the bank of tomorrow - A different banking model and a unique client experience: how ING Direct interacts with its customers to co-build the right products and services they need (the ING Direct web cafĂŠ, the mobile app, etc.)

- Making consumers autonomous in managing their money: simple tools such as MonnaieTime, Budgetizer, mobile app, etc. for their needs

Jan-Willem de Waard

Integrating online media into the global business perspective - Getting organized - From experiment to business integration - Building vision, strategy and roadmap with different mindsets - Roles and responsibilities - From local to global

Cesar Cundari Amenta

Moving from transaction to sales - Focus on customer behaviour: key strategies for increasing home banking sales - 100% multichannel sales integration - Customer acquisition through the Internet and mobile - Successful customer orientated social networking

Market Manager Financial Logistics Rabobank The Netherlands

Head of Internet Sales e-La Caixa Spain

Study presentation Philippe Vervloedt, Director, Exton Consulting, France European barometer of online financial services 3 500 interviews conducted in 7 European countries How is Internet banking perceived by customers in each country?

What are the megatrends and main differences in Europe?

What are the customers’ main expectations? How do they plan to use the different channels in the future?

Has mobile banking really taken off yet in each country?

Serhat Yildirim Senior Vice-President Head of Direct Banking Channels Finansbank Turkey

Laura Furlan

Head of Transactional Products Marketing Department Intesa Sanpaolo Italy

How to generate sales and lower costs through alternative delivery (digital) channels - Determining the high volume transactions at branch tellers than migrating those customers to ATM - Migrating ATM customers to Internet/mobile banking channels - Getting sales leads through social media - Web portal for small and medium-sized enterprises where business owners will collaborate and share knowledge

Superflash: a new integrated approach to Gen Y - Superflash as a new consumer brand - Physical branches, dedicated site and digital services: an integrated approach - Social media: a test and learn playfield - Gen Y employees community

www.efma.com/digitalm

Thursday 10 May 2012 Afternoon

Merav Spektorovsky-Sasson Head of Direct Banking Bank Hapoalim Israel

József Nyíri

Delivering a social value proposition - Facilitating consumer networks - The changing nature of the customer-bank relationship - The growing importance of PFM tools in financial services - The next generation of PFM tools: Social PFM: Poalim like me - Consumer generated content - Usage and awards - future initiatives

How to create superior customer experience in e-banking?

- Usability - Mobile and tablet - PFM journey - Gamify your content - Facebook connect

Chief Innovator IND Group Hungary

Duygu Dümrol Alternative Distribution Channels Strategy Department Unit Manager Isbank Turkey

Key alternative delivery channel developments at Isbank - Banks’ efforts to welcome customers through new emerging channels and provide a standardized customer experience - Channeling customers to the most convenient channel with an appropriate fee structure - The importance of security for the customer experience - finger vein-ID technology for ATM and POS transactions

Study presentation Sebastian Sjöberg, Associate Principal, McKinsey & Company, United Kingdom Mobile banking: state of the industry - Marketing and sales best practices Share findings of the 2012 McKinsey and Efma mobile benchmark Show where the money is in mobile sales Share mobile marketing and sales best practices to capture the opportunities

Pol Navarro Gonfaus Head of Direct Channels and Innovation Banco Sabadell Spain

Stefano Cioffi Head of Banking & Investments Products WeBank Italy

Patrick Villeneuve Chief Marketing Officer Mootwin France

& Raúl Sánchez Gimón

Web & Mobile Intelligence - Central Mission BNP Paribas Personal Investors France

Designing the future bank for mobile customers - Your customers are mobile, so you should also be mobile - How iPhone and iPad were the tipping point for mobile banking - Increasing customer loyalty and satisfaction thanks to mobile banking - Mobile service today, mobile sales tomorrow?

WeBank’s crowdsourced iPad application - Not only be innovative but also engage in meaningful conversations over and beyond financial service topics - Access for customers and non customers - Several levels of security

Interactive customer relationship with mobile banking - From “account consultation” to “real-time privileged dialogues” - Sell more and reduce costs while improving customer service - How to deploy an efficient mobile channel strategy - Case study: implementation and benefits for Cortal Consors

Friday 11 May 2012 Morning

Thomas Egede Kragh

Customer dialogue and intimacy, what you do to extend products and services to the online experience - Effective multichannel marketing; an ROI case - How to drive marketing for a direct banking service - What drives sales in multichannel marketing?

Remko Dur

Natural Banking: a bank in creation - include customers inside - Applying the power of the networked economy to financial services - Customer engagement: making them actors in the process instead of receivers of an end-product - Innovating outward-in

Senior Vice President Head of Digital Channels Nykredit Denmark

Co-Founder & General Manager Natural Banking The Netherlands

Matthias Kröner Chief Executive Officer Fidor Bank Germany

Florence Lachet-Touya Head of SRI Kametleo Website Crédit Agricole Caisse Régionale Pyrénées Gascogne France

Julie London Head of Marketing 2.0 Internet & Mobile Online Banking Department BNP Paribas France

Thomas Heilskov Online Communications & New Media Group Communications Danske Bank Denmark

Fidor Bank´s community banking: “High Tech - High Touch” - Banking between credit crunch and social media - How to understand the needs of today’s banking customers - Customer engagement and a listening bank - New ways of banking

Supporting the customers in a new universe - Creation of a website dedicated to socially responsible investment, meeting customer concerns and the bank’s commitment - Aimed at providing customers with information and training, especially thanks to an attractive and relevant tool: customer universities (3D conferences) - Customer universities: a fun, appropriate tool, designed for customers and useful for all sectors of the bank

Social media and customer relation 2.0 - A strong presence on social media since 2009 . First bank in number of Facebook fans in Europe . First bank with customer relationship on Twitter - A dedicated team to customer relation 2.0 - A preferred 2.0 channel choice for customers

Getting even closer to customers through social media - Learn how financial institutions can build brand engagement through customer involvement and crowd-sourcing - How customer service in social media drives customer satisfaction - Hear about Danske Bank’s social media journey and what social media have brought after 2 years of use

Friday 11 May 2012 Afternoon

Masterclass Facilitated by Christophe Langlois, Published Author & CEO, Visible-Banking.com, United Kingdom Customer care ‘Anytime, Anywhere’: Twitter and Facebook Understanding constantly evolving customers habits and expectations Identifying the best practices in social customer care on Twitter and Facebook Key findings from the global report by the Visible Banking team on ‘customer support on twitter’ (200+ accounts from a wide range of industries such as banking, insurance but also automotive, travel, IT, etc.)

How to improve your engagement via best-of-breed content/response/KYF (Know Your Followers) strategies

Peter Lakata

21st century customer banking - Click - Wow, new bank, online - Click - I’ll try - Click - Hm, simple products, intuitive navigation - Click - Like

Paskal van Lomm

Accelerating online for Essent (energy sector) - Speeding up sales and self-service online - Social media as the logical step to connect with customers - Business KPIs providing guidance for online (sales, self service and channel development) - Organizing online for instant delivery (e.g.: our first iPhone/iPad/Android App in less than a week! downloaded success)

Head of Online Channels Zuno Bank Austria

Business Manager Online and Channel Development Essent The Netherlands

Round tables Digital advertising - Marketing through digital channels What advertising on the web?

What are the new options for mobile tools?

Layout of internet banking websites How will the layout of online banking websites evolve?

Usability: how can customers be involved?

Which types of experts are required?

Chat and video-conference with customers Will these tools replace the branch?

www.efma.com/digitalm

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Friday 11 May 2012

Thursday 10 May 2012

8:15

Welcome coffee and registration

8:15

Welcome coffee

9:00

Benoît Legrand ING Direct

9:00

Thomas Egede Kragh Nykredit

9:20

Jan-Willem de Waard Rabobank

9:20

Remko Dur Natural Banking

9:40

Cesar Cundari e-La Caixa

9:40

Matthias Kröner Fidor Bank

10:00

Panel session

10:00

Panel session

10:30

Break

10:30

Break

11:00

European barometer of online financial services report Exton Consulting - Efma

11:00

Florence Lachet-Touya Crédit Agricole

11:20

Serhat Yildirim Finansbank

11:20

Julie London BNP Paribas

11:40

Laura Furlan Intesa Sanpaolo

11:40

Thomas Heilskov Danske Bank

12:00

Panel session

12:00

Panel session

12:30

Lunch

12:30

Lunch

14:00

Merav Spektorovsky-Sasson Bank Hapoalim

14:00

Masterclass

14:20

József Nyíri IND Group

14:40

Peter Lakata Zuno Bank

14:40

Duygu Dümrol Isbank

15:00

Paskal van Lomm Essent

15:00

Panel session

15:20

Panel session

15:30

Break

15:40

Break

16:00

Mobile banking report McKinsey & Company - Efma

16:10

Round tables

16:20

Pol Navarro Gonfaus Banco Sabadell

16:50

End of conference

16:40

Stefano Cioffi WeBank

17:00

Patrick Villeneuve Mootwin Raúl Sánchez Gimón BNP Paribas

17:20

Panel session

17:50

End of day one

www.efma.com/digitalm

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PRACTIC AL INF O RMA T I ON

Location Hotel Concorde La Fayette 3, Place du Général Kœnig - 75017 Paris, France Tél. +33 1 40 68 50 68 - Fax. +33 1 40 68 50 43 www.concorde-lafayette.com/en A free wifi connection will be available in the conference room.

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hotel Concorde La Fayette. The cost of a single room per night is 202,84 euros, 212,99 euros for a double room (including breakfast and taxes).

Once you have registered and received a confirmation from Efma, an accommodation form will be available for download on www.efma. com/myregistrations, your personal space on our website. To book your room, please complete and return this form to the hotel before Monday 9 April 2012. After this date the hotel cannot guarantee either room availability or prices. The hotel will automatically bill unoccupied rooms or late cancellations.

Registration The registration fee covers participation in the conference, 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 latebookers, but credit card information must be provided.

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 Wednesday 9 May and Thursday 10 May 2012 at the

Cancellations All cancellations must be received in writing. A 20% cancellation fee will be charged for all cancellations received on or before Thursday 26 April 2012. 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.

Payment

Registration fee

o 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.

All registrations are strictly personal.

All sessions will be held in English.

o By credit card: o MasterCard o Visa o American Express Card n° Expiry date

o 1,600 euros + VAT 19.6% = 1,913.60 euros for representatives of Efma member institutions. o 2,400 euros + VAT 19.6% = 2,870.40 euros for representatives of non-member institutions.

If you are interested but you cannot attend the conference, ask for the event’s summary at marketing@efma.com. o 400 euros (+ VAT 19.6%) = 478.40 euros for members. o 600 euros (+ VAT 19.6%) = 717.60 euros for non-members.

Date

Signature

Efma 8, rue Bayen 75017 Paris France Tel.: + 33 1 47 42 52 72 Fax: + 33 1 47 42 56 76 www.efma.com APE: 8230Z - VAT ID: FR 38 313 062 788 - Efma sarl company with registered capital of EUR 15,000 - 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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Dates The conference will begin with a welcome coffee on Thursday 10 May 2012 at 8:15 a.m. and will end on Friday 11 May 2012 at around 5:00 p.m.