Sales and service 2012

Conference

Sales and service

Exploring superior sales and service and the link between them Brussels, 24-25 May 2012 www.efma.com/sales Best practices in retail financial services more information on www.efma.com

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Sales and service Exploring superior sales and service and the link between them With the turbulent changes in retail financial services, achieving sales targets is still a key challenge for banks. However, providing high levels of customer service is also a priority. The new social networking and multichannel world, and the prospect of a host of new entrants with new service propositions have made customers more demanding. Banks need to rebuild trust and confidence in their ability to provide efficient and reliable sales processes as well as a high quality, dependable service.

In previous years, Efma has run separate Sales and Service conferences but we now feel that there is a need for a more integrated approach. This event will therefore cover issues of sales efficiency and performance improvement in tandem with service delivery issues. It will include case studies of different approaches to managing sales and service in an integrated way. There will be a series of presentations on specific sales and service issues and a final, interactive session on “Practical steps to delivering sales and service excellence”.

The main topics discussed will include: • Sales and service. Developing an integrated and balanced approach. Managing regulatory change. Pricing, motivation and reward systems, and performance management. Organisational structure and responsibilities. Lessons from other industries.

• Sales management. New approaches to selling: developing a winning formula. Selling through remote channels. Staff reward and motivation systems linked to customer service. Responding to performance and regulatory pressures. Identifying customer needs. Recruiting the most effective sales people and developing an effective remote sales force. Sales training and coaching. Optimising organisational structures. New sales performance management systems. Driving down the cost of sales. Developing sales boost programmes.

• Service. Creating a customer DNA culture and an integrated and emotional customer experience approach. Monitoring and setting targets for improvements in customer experience. Measuring and targeting customer service satisfaction: is the Net Promoter Score the best measure? Rewards and motivation, training and performance management. Customer charters and service guarantees.

Monitoring and delivering quality and differentiation in customer service. The best approaches to customer complaint handling.

Study presentations Results from the following reports will be presented: Bankers’ responses to changing customer expectations an Efma - Ernst & Young report

Customer service 2012 an Efma - Finalta report

www.efma.com/sales

Thursday 24 May 2012

Sinéad O’Connor

Morning

Developing a multichannel sales and service strategy: the Santander approach

Director Multichannel Special Projects Strategy Santander Spain

Sören Lundgren

Developing an integrated approach to sales and service - Getting the balance rights - Measuring and targeting customer service satisfaction - Developing a superior emotional and integrated customer experience - Our basic viewpoint?

- Measuring satisfaction: which customers and how?

- How do we create change?

- What is the effect of doing it?

- Case study: what has a specific branch achieved?

Gunter Uytterhoeven

How to increase customer satisfaction and sales through a multichannel strategy - A customer centric contact strategy - A multichannel approach to customer service - CRM as a key enabler to leverage the customer-bank relationship - Contact + service = sales

Head of Service Management SEB Sweden

Director Multichannel Banking BNP Paribas Fortis Belgium &

Valery-Antoine Plancade Deputy Head of Distribution BNP Paribas France

Thomas Gatter

Customer centricity in sales management - Understand your customers - Focus on customer needs - Empower the front line - Review results

Barnaby Davis

Sales and service: missing the point!

- Remembering the customer has needs and our role in their life - Aligning our organisation to the customer’s needs - The role of leadership and achieving balance across the agenda - Treating adults like adults, an engagement culture as the platform for growth - Aligning reward to customer advocacy - Developing an integrated performance framework that brings it all together - The results

UniCredit Bank Austria

Managing Director UK Branch Network Barclays United Kingdom

Study presentation David Tan, Director, Finalta, United Kingdom Customer Service 2012: the customer effort of banking. Are you easy to do business with?

- Introducing a holistic framework to assess and measure the customer effort of banking - When managed correctly, customer effort can contribute significantly to improving sales through service

www.efma.com/sales

Thursday 24 May 2012

Markus Burrett Head of Department Banking Center International Allianz Germany

Jose Palacios Director of Multichannel Service Processes BBVA Spain

Paulo Nelson Carvalho Jesus Head of Quality Banco EspĂ­rito Santo Portugal

Roberto Battaglia Head of Group Learning Department Intesa Sanpaolo Italy

Paul Scholten Chief Operating Officer Retail & Private Banking ABN AMRO The Netherlands

Afternoon

Assurbanking: challenging times for sales management - How to attract insurance agents in selling banking products - Key learnings for sales managers - Key learnings for process managers

Servicing customers and improving sales effectiveness: an integrated approach - How service processes impact on sales force effectiveness - Channels role on servicing and sales - New approaches for servicing branch costumers: servicing to sale - Examples of improving service processes and sales effectiveness - Automation of service processes based on customer attributes - Service process redesign and centralization - Customer multichannel activation

Sales and service: balance or link? Coincidence or correlation?

- Impact on sales of a DNA customer culture - Measuring and monitoring customer satisfaction - New challenges: reduced impact of reward system, measuring individual service performance, real-time sales and service reports

Sales and service learning experiences at Intesa Sanpaolo - Who we are: 1,300,000 training days per year through a multichannel approach with CRM and customer care practices - LED (Learning Experience Design): learning is changing. And training?

- PRO: empowering sales forces via a social learning approach

Driving superior sales and service: the ABN AMRO retail anno nu program - Focus on improving customer service through online and STP (Straight Through Processing) of relevant sales and service operations - Focus on sales driven advice: training advisors, external assessment of the quality of advice, paid advice and tooling preparations (generic and product recommendation tools, Siebel, Campaign Management) - Customer Excellence (CE) to improve customer service delivery and sales in branches and our Advice & Service Centers (ASC)

Friday 25 May 2012

Morning

Study presentation Pierre Pilorge, Partner, Ernst & Young, France Bankers’ response to changing customer expectations

Global banking customer survey: how customer banking perceptions and expectations are changing - Trust in banks compared with last year - Opinion shifts around banking products and services - Customer loyalty in the banking sector

Jan Swinnen Head of the Retail Branch Network Československá Obchodná Banka Slovak Republic

Asli Ciftci Vice President Yapi Kredi Bankasi Turkey

Julio Zapatero Head of Retail Banking Bankinter Spain

“More” to “More & Better”!

- The input-output manager - The road(s) from “Single Q” to “Double Q” - Learning points

Make a revenue impact: creating and fostering a dynamic, sales focused culture - Transformation enablers - The critical success factor: agent adoption - Sales motivation and the reward system

Bankinter: a different approach to sales and service - Bankinter’s distribution model - Different customer segments - CRM - Innovative initiatives - The customer experience

Interactive session Facilitated by John Kirkbright, Efma, United Kingdom Driving improved customer service - Using the right measures: NPS? - Setting targets and rewards for customer service improvement - Creating the right culture and attitude - Linking service to sales: involving sales staff in service

Friday 25 May 2012

Afternoon

Attila Bayrak

Supporting sequential customer service with customer analytics - Defining customer needs and sales focus - Improving cross-sell skills with new age customer analytics - Optimisation of multichannel sales

Joseph Zammit

When service excellence is not enough - Quality in the era of social media - Impact of social media on customer perceptions and your brand standards - Cost of service failures - Aligning your quality strategy to the new reality

Paul Wolfgang

Joint branch sales and service models for banking and post - Implications for customer service - Governance: how to manage such a joint venture?

- Service: ensuring service standards in such a joint venture?

- Integration with other channels

Senior Vice President Customer Relationship Management Akbank Turkey

Executive Head Quality and Standards Unit Bank of Valletta Malta

Project Manager Branch Offensive Programme BAWAG Austria

www.efma.com/sales

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Friday 25 May 2012

Thursday 24 May 2012

8:15

Welcome coffee and registration

8:15

Welcome coffee

9:00

Sinéad O’Connor Santander

9:00

Bankers’ responses to changing customer expectations report Ernst & Young - Efma

9:30

Sören Lundgren SEB

9:30

Jan Swinnen ČSOB

10:00

Gunter Uytterhoeven BNP Paribas Fortis Valery-Antoine Plancade BNP Paribas

10:00

Asli Ciftci Yapi Kredi Bankasi

10:30

Panel session

10:30

Panel session

10:45

Break

10:50

Break

11:10

Thomas Gatter Unicredit Bank

11:20

Julio Zapatero Bankinter

11:40

Barnaby Davis Barclays

11:50

Panel session

Finalta - Efma

12:00

Interactive session

12:40

Panel session

12:30

Lunch

13:00

Lunch

14:00

Attila Bayrak Akbank

14:00

Markus Burrett Allianz

14:30

Joseph Zammit Bank of Valletta

14:30

Jose Palacios BBVA

15:00

Paul Wolfgang BAWAG

15:00

Paulo Nelson Carvalho Jesus BES

15:30

Panel session

15:30

Panel session

16:00

Refreshments

16:00

Break

16:30

End of conference

16:20

Roberto Battaglia Intesa San Paolo

16:50

Paul Scholten ABN AMRO

17:20

Panel session

17:35

End of day one

12:10

Customer Service 2012 report

www.efma.com/sales

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PR ACTI C AL INF O RMA T I ON

Location Radisson Blu Royal Hotel, Brussels Rue du Fossé-aux-Loups 47 - 1000 Brussels, Belgium Tel: +32 2 219 28 28 - Fax: +32 2 219 62 62 http://www.radissonblu.com/royalhotel-brussels Social networking Follow us on Twitter @Efma_news LinkedIn YouTube

for the nights of Wednesday 23 May and Thursday 24 May 2012 at the hotel Radisson Blu Royal. The cost of a single room per night will be 189 euros, 209 euros for a double room, including breakfast and taxes. Once you have registered and received a confirmation from Efma the next day, a link will be provided to enable you to book your accommodation. The hotel guarantees room availability and price before Monday 23 April 2012 only. 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

Cancellations All cancellations must be received in writing. A 20% cancellation fee will be charged for all cancellations received on or before Thursday 10 May 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.

Languages 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 excluded) for representatives of Efma member institutions. o 2,400 euros (VAT excluded) 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 24 May 2012 at 8:15 a.m. and will end on Friday 25 May 2012 around 6:00 p.m.