Banking on innovation

Conference

Banking on innovation Barcelona, 21-22 June 2012 www.efma.com/innovation Best practices in retail financial services more information on www.efma.com

C

O

N

F

E

R

E

N

C

E

Banking on innovation Banks are seldom at the top of the list when it comes to reviews of highly innovative organisations. However, there have been impressive investments, not only in technology, that have led to the development of new distribution channels, but also in information systems that provide a global view of customer interactions with the bank.

Scan this QR Code on your phone and access to Banking on innovation regular updates.

The digital economy is opening up new opportunities for services in general and financial services in particular. Innovation is the key to achieving consumer engagement and market differentiation. It is fundamental for enriching the customer relationship, increasing the loyalty of existing clients and winning over the younger generation.

First Innovation conference Since its foundation in 1971, Efma’s mission has been to promote innovation throughout the retail finance sector. It is therefore proud to announce its first Innovation conference.

This event will be hosted in Barcelona by the emblematic CaixaForum building of ‘la Caixa’, which won the award for the world’s most innovative bank at the Global Banking Innovation Awards.

The conference programme gives banks a forum for presenting and discussing their innovative ideas and learning from their peers. It will also include presentations from other retail sectors.

This year’s inaugural event will cover a range of topics, including: Innovation • Within the corporate culture. Incorporating innovation as part of the organisation’s DNA. How is the innovation process organised within the bank?

• Within channels. Integrating innovation within existing channels. Exploiting new channels.

• Within the customer experience. Using innovation to create the ‘wow’ effect. Maximising the use of social media. Establishing roles and responsibilities and a good support team.

Related strategies • Communication. How does the institution communicate its innovation so that it can win market share?

• The bottom line. Establishing an innovation budget. Leveraging innovation to improve pricing and profit margins.

• Monitoring and control. Measuring the return on investment.

Study presentation Results from the following report will be presented during the conference Innovation in retail banking 2012 an Efma – Infosys report

www.efma.com/innovation

Thursday 21 June 2012 Morning

David Urbano

Innovation is an attitude - 360° innovation: everyone can contribute - Innovation is necessary to consolidate our Internet strategy - How to use innovation to develop the multichannel customer experience - Changes in how products and services are defined and reinvented

Anthony Thomson

Why customer experience is the differentiator and why we do things differently at Metro Bank: creating fans not customers, the Metro bank philosophy - Launching the first new High Street bank for over 150 years - Building a differentiated bank model: turning banking on its head - Aligning culture and model - Empowerment

Cezary Smorszczewski

Branch of the future or future of the branch?

- A new approach to the virtual branch: . Generating and screening ideas for additional services for mass customers at branch level . Leveraging the branch innovation process for SME customers: offering new ways of cooperating with the bank - Competitive differentiation: making what was previously available only to a few customers part of the standard bank offering - Making it work: operations, IT aspects, financial aspects

Mobile Services Director e-La Caixa Spain

Chairman and Co-founder Metro Bank United Kingdom

Deputy Chief Executive Officer Alior Bank Poland

Sinéad O’Connor

Director Multichannel Special Projects Strategy Banco Santander Spain

Sören Lundgren Head of Service Management SEB Sweden

Alfonso Fuertes Ollé

Head of the Innovation Team Global Credit Products Private & Business Clients Deutsche Bank Spain

Leveraging innovation for international acquisitions and growth - The culture of innovation at Santander - Our corporate culture is a competitive advantage to achieve sustainable organisational growth - Innovation applied to improving customer attention and management

Service innovation: development and launch of a simplified basic package - Ethnographical study to understand the customer viewpoint - Designing deliverables: iterations - How to communicate from a customer perspective, talking the customer’s language - How to make crucial decisions - Launch, outcome and follow-up

Establishing an innovation culture in a global product organisation - Making innovation a core part of the leadership agenda - Translating megatrends into value creating product ideas - Innovation framework: from strategy to product launch - How to leverage the advantage of being a global organisation

Speed presentation Interactive forum & open questions-and-answers session Alfonso Fuertes Ollé, Head of the Innovation Team, Global Credit Products, Private & Business Clients, Deutsche Bank, Spain

How to create a more innovative culture

www.efma.com/innovation

Thursday 21 June 2012 Afternoon

József Nyíri

Digital finances trends - Customer experience and sticking points - Proactive communication on apps - Convenience payments: alternative revenue stream - What to do with “tablet” customers?

Chief Innovator IND Group Hungary

Study presentation Michael Pearson, Strategic Adviser, Efma, France Vinod Sekharankutty, Associate Regional Manager - Finacle, Infosys, United Kingdom Innovation in retail banking 2012 - Results of the latest Efma global survey of innovation in retail banking - Current innovation trends and priorities in retail banking - Best practice examples of innovation in retail banking - What banks can learn from innovation in other sectors

Maarten Korz

How to involve the customer in the innovation funnel - Co-creation of new products - Co-creation of a new policy/strategy - Optimizing your site using gamification ideas for customers

Innovation Manager Rabobank Netherlands

Gökhan Güven

Tablets in banking: creating a better customer experience - The use of tablets by sales agents when meeting the customer - First bank in Turkey to use tablets for credit card applications, account opening, etc.

- A joint IT, sales and marketing project: security and ensuring an excellent customer experience were prioritized - Communication with our partner Turkcell - A faster and safer credit card application process - Some insights on ROI

Senior Vice President Finansbank Turkey

Alan Nance Chief of Technology Staff and Responsible for the ING Customer Experience Center ING Bank Netherlands

ING customer experience centre: up-sell and cross-sell through customer experience - A co-creation programme financed by seven technology partners plus ING across all geographies and all business units - A true end-to-end view of the customer process and customer life cycles - A nimble council and quarterly board to select and pursue ideas - It gives ING access to the R&D potential of new and existing players in ways not possible before - Specific ROI: time to implement ideas has decreased 85%, up-sell/cross-sell opportunities identified and involvement of senior executives in innovation has increased 700%!

- Truly cross-functional teams: marketing, front, mid and back office, IT, technology and strategic partners

Speed presentation Interactive forum & open questions-and-answers session Maarten Korz, Innovation Manager, Rabobank, Netherlands Why ideas never get implemented and how to change that

Friday 22 June 2012

Matthieu SoulĂŠ Strategy and Digital Development Retail Banking BNP Paribas France

Deniz Devrim Cengiz Director of Alternative Delivery Channels TEB Turkey

David McQuillen Senior Vice President Group Head of Customer Experience OCBC Singapore

Sergey Mednov Member of the Executive Board Head of Information Technology Head of E-business Unit and Business Intelligence/MIS Alfa-Bank Russia

Dirk Cuypers General Manager Business Architecture, Processes and Direct Channels KBC Global Services Belgium

Morning

Digital trends for the next 5 years: how the bank could leverage these opportunities?

- Connected devices: interaction with customers and POS, new data to leverage, branches integration - Geolocation: context and mobility paradigm - Natural interfaces: voice, gesture, touch, etc.

- Online trust and privacy: new role for the bank as an institution?

Blending technology and service through innovation - Integrating technology and service to create value for customers - Making the lives of customers easier by using state-of-the-art technology - TEB’s innovation management approach, innovation culture at TEB - How to encourage internal and external parties to leverage corporate innovation capability - Sample innovative products and services as outputs

Customer experience innovation: the story of a ground-breaking team - If you’re going to innovate, create a team that brings new skills, roles, services and methods into the bank - How design thinking helped the bank change the way people thought about OCBC - Why outsourcing research can be the biggest barrier to true innovation

Partnerships with Telcos and social networks in the Russian market - Where are we coming from: overview of the banking innovation landscape in Russia - Innovation also comes from non-banking players: e-wallets, and telco - Alfabank e-banking/e-m-commerce strategy (innovation approach, budgets, structure) - Most significant and innovative products and services developed in partnership with a telco and a bank payment service, and a social networking payment solution

KBC-Mobile Banking, innovative in its combination of customer-friendly features - Customer-friendliness as the top priority: innovation not a must, but the best user experience is - Communication with owned and earned media such as e-mail, social media, etc.

- Scashing in Belgium, a technique based on QR-codes to facilitate mobile transfers - Several prices in the BELUX region such as the Accenture Innovation Award - How to build a team of experts from all areas to succeed

Friday 22 June 2012 Afternoon

Mars Samsom

InShared: an innovative insurance business model - Fair insurance model: full transparency of inflow and outflow of money, additional profit always refunded to customer - Customer-centric - Straight-through processing: front, mid and back office fully automated and online - Network organisation - Maximum customer satisfaction at minimum cost

Gustavo Martinez

A day in the life with a wallet in the cloud - The line between online and offline is become blurred - More than 50% of the people will access the web from mobile devices within the next 3 years - Companies need to embrace new technologies now to offer customers the rich, easy and convenient buyer experiences that they want - PayPal: a service proposition based on innovation since day 1 - Evolving the concept: how does PayPal stay one step ahead - PayPal has built a wallet in the cloud that allows customers to pay anywhere, anyhow and anyway they want

Sandra Alzetta

The future of payments - Outlining the pillars of Visa Europe’s strategy into the future of payments and how we work with key strategy partners - Insight into the consumer demand for new payment types - Case studies showing how we bring innovations to life

Dan Salmons

We are not alone: innovation lessons from other industries - How innovation looks in different industries - The source of the challenge for innovators in banks - The particular opportunity for innovation in banking - Taking advantage of the innovation opportunity

Business Unit Manager InShared Netherlands

Head of Product Spain and Portugal PayPal Spain

Senior Vice President, Innovation, New Product & Channel Development Visa Europe United Kingdom

Chief Executive Officer Europe ?WhatIf! United Kingdom

Speed presentation Interactive forum & open questions-and-answers session Dan Salmons, CEO Europe, ?WhatIf!, United Kingdom Experiencing the customer

Available soon: Efma Events App Download the App to access event regular updates and take advantage of social interactivity: - QR Code business cards - Real time interaction with speakers and delegates...

www.efma.com/innovation

S

C

H

E

D

U

L

E

Friday 22 June 2012

Thursday 21 June 2012

8:15

Welcome coffee and registration

8:15

Welcome coffee

9:00

David Urbano e-La Caixa

9:00

Matthieu Soulé BNP Paribas

9:20

Anthony Thomson Metro Bank

9:20

Deniz Devrim Cengiz TEB

9:40

Cezary Smorszczewski Alior Bank

9:40

Panel session

10:00

Panel session

10:00

Break

10:30

Break

10:30

David McQuillen OCBC

11:00

Sinéad O’Connor Banco Santander

10:50

Sergey Mednov Alfa-Bank

11:20

Sören Lundgren SEB

11:10

Dirk Cuypers KBC

11:40

Alfonso Fuertes Ollé Deutsche Bank

11:30

Panel session

12:00

Panel session

12:00

Round table

12:30

Speed presentation

12:30

Lunch

12:50

Lunch

14:00

Mars Samsom InShared

14:30

József Nyíri IND Group

14:20

Gustavo Martinez PayPal

14:50

Innovation in retail banking Infosys - Efma report

14:40

Panel session

15:10

Panel session

15:00

Sandra Alzetta Visa Europe

15:30

Break

15:20

Dan Salmons ?WhatIf!

16:00

Maarten Korz Rabobank

15:40

Panel session

16:20

Gökhan Güven Finansbank

16:00

Speed presentation

16:40

Alan Nance ING

16:20

Refreshments

17:00

Panel session

17:00

End of conference

17:30

Speed presentation

18:00

End of day one

www.efma.com/innovation

Registration form

Banking on innovation Barcelona, 21-22 June 2012

Scan me and register online now

A T T E NDE E ’ S INF O RM A T I ON

o Mrs. o Ms o Mr. / First name . . . . . . . . . . . . . . . . . . . . . . . . . Last name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Job title . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Institution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

VAT ID number (if applicable) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ...............................................................................................

Tel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Fax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Assistant’s information (or person in charge of the registration) First name. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Last name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Tel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

PR ACTI C AL INF O RMA T I ON

Location CaixaForum Barcelona Av. Francesc Ferrer i Guàrdia, 6-8, 08038 Barcelona, Spain Tel: +34 93 476 86 00 - Fax: +34 93 476 86 35 www.efma.com/caixaforum Social networking Follow us on Twitter@Efma_news LinkedIn YouTube Languages Simultaneous translation in English and Spanish will be provided during the sessions.

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 20 June and Thursday 21 June 2012 at the hotel Catalonia Barcelona Plaza, Plaza de España 6-8,

08014 Barcelona. The cost of a single room per night is 130 euros, 145 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 Tuesday 22 May 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.

Cancellations All cancellations must be received in writing. A 20% cancellation fee will be charged for all cancellations received on or before Thursday 7 June 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.

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.

Il lus trati on s: B run o Davi d

Dates The conference will begin with a welcome coffee on Thursday 21 June 2012 at 8:15 a.m. and will end on Friday 22 June 2012 around 5:00 p.m.