Digital financial services - Organisation 2012

Conference

Digital financial services - Organisation Aligning the organisation to strengthen remote interactions Internet, mobile and tablets Paris, 10-11 May 2012 www.efma.com/digitalo Best practices in retail financial services more information on www.efma.com

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Digital financial services - Organisation Aligning the organisation to strengthen remote interactions - 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 - 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.

Study presentations Multichannel banking in Europe a Finalta - Efma report Mobile banking a McKinsey & Company - Efma report

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 e for selling online? How to increase online sales?

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

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Highlights of the conferences NEW

A AVAILABLE SOON: the Efma events mobile App... infinity of features... Stay connected with the new Efma 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/digitalo

Thursday 10 May 2012 Morning

Anke Slagter

Which remote channels organisation to further leverage customer engagement?

- How ABN AMRO creates a next level in online banking - Development of remote channels and integration with offline channels - Visual banking as a showcase for creating a personal relationship with customers - Channel design and agile scrum as success factors

Business Manager Marketing Retail Banking ABN AMRO The Netherlands

Allan VadskjĂŚr Severinsen eBanking, Part of Channels Danske Bank Denmark

Developing online services in the future multichannel landscape driven by customer choice - What have we achieved so far - Organising online development - Alignment of online channels with objectives - Ensure the right infrastructure - Customer involvement in the development of online services

Study presentation Patrick Desmarès, Secretary General, Efma, France Multichannel banking in Europe: reaching the next level in online sales A new edition of the Efma-Finalta report on the key issues in multichannel banking How banks use branches and direct channels to sell to and service their customers The role of each channel, usage trends for sales and service activities, and practices for managing them

Remko Dur

Natural Banking: extending the boundaries of the organisation to include customers on the inside - Natural Banking: a bank in creation - 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 - Implications for the organisation - Innovating outward-in

Tamas Braun

Online customer experience and personal financial management - Customer experience across channels - PFM in practice - Selling online: creating the business case for PFM - Gamify your content

Co-Founder & General Manager Natural Banking The Netherlands

General Manager IND Group Hungary

Round tables Mobile banking partnerships Which partnerships in the market for financial institutions? with which type of players?

Which new functionalities will these partnerships produce?

Analytical CRM and digital channels How to increase the quality of information collected through digital channels and how to further exploit them

www.efma.com/digitalo

Thursday 10 May 2012 Afternoon

Matthias Kröner Chief Executive Officer Fidor Bank Germany

Laura Furlan Head of Transactional Products Marketing Department Intesa Sanpaolo Italy

Fidor Bank: internal challenges in organising banking 2.0 for the digital native - Banking between mobile Internet and social media - Banking where there are no banks: serving the digital native - Which partnership approach - Cultural and technical pre-requisites

Superflash: a new integrated approach to Gen Y - Superflash project overview - Pre-launch project phase: how to run a complex project - New activities and key roles to manage content, channels, social media and communication - Lessons learned and conclusions

Eric Pouwen

Media design in inbound marketing as ingredients for a successful online presence - Improving customer usability - How do you organise your media and advertisement presence?

- What is the role of creativity and design?

Nicolás Moya García-Luján

Organising a bank around innovation - some best practices - What does it mean to be an innovative company. How we set up an ecosystem of collaboration - Co-creating with customers - Engaging employees - Ecosystem of partners . Working methodology . Innovation implementation

Head of Internet Media Strategy and Design SNS Bank The Netherlands

Director of Innovation Bankinter Spain

Daniel Gusev Head of Innovation Promsvyazbank Russian Federation

Frugal innovation - Frugal innovation in digital channels - “how-to” guide based on experience - Innovation funnel put right - who is in charge of the filter problem?

- Facebook presence: marketing or branch development?

- Next steps: mobile universe viewed through the eyes of “bankstronauts”

Masterclass Facilitated by Christophe Langlois, Published Author & CEO, Visible-Banking.com, United Kingdom Promoting personal branding and employee’s digital engagement Being transparent and approachable are two success criteria for financial institutions in a social media world Turning your employees into ‘rockstars’ How to convince your employees of the value of sharing their ideas and engaging online How to limit the risks and responsibilize your workforce

Friday 11 May 2012 Morning

Aman Narain

Standard Chartered’s custom-built Internet and mobile banking for 30 countries - Being passionate about the application of technology - “Build-vs.-buy” decisions - Managing people and technology - Standard Chartered sponsored “inmode”: a design competition seeking visual designs aiming to change the world

Global Head of Internet and Mobile Banking Standard Chartered Bank Singapore - by videoconference -

Patrick Villeneuve

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

Chief Marketing Officer Mootwin France

& Raúl Sánchez Gimón

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

Study presentation Sebastian Sjöberg, Associate Principal, McKinsey & Company, Sweden Mobile banking: state of the industry - Organisation best practices Share findings of the 2012 McKinsey and Efma mobile benchmark Share best practice innovation labs including linkage to social media channels Share benefits of seamless channel integration and best practices

Markus Gremmel Head of Strategy and Business Development BAWAG Austria

Integrating e/m-banking into “traditional” channel management - Channel management: options for organisational set-up in banks - Assessment of options/trade-offs - Governance and channel steering/KPIs - Balancing and prioritizing different priorities

Yakup Doğan

Synchronisation of channels: unique customer experience across all channels - How to be a real multichannel - Enabling a holistic customer view - Maximisation of branch network efficiency with the support of channels - Orchestrating customer interactions - You cannot manage what you cannot measure: well-defined KPIs to ensure efficient results

Julie Raoux

The NET branch: operational challenges for the new BNP Paribas online banking strategy - Offer customers “the best of both worlds” (branch and online) - The best of online banking during extended hours (visio, chat, email) and a personal adviser - Access for customers to the full range of BNP Paribas products and digital services as and when they want - The multichannel customer experience - A tremendous commercial success

Assistant General Manager Head of Alternative Delivery Channels Yapi Kredi Bankasi Turkey

Head of Internet Operational Development BNP Paribas France

Friday 11 May 2012 Afternoon

Martial Nassar

Hopee, the first trading community: how to use social media as a recruitment channel?

- Hopee: the Cortal Consors “innovation’s spirit” programme achievement . Innovation’s DNA to improve customer service . Innovation as part of the company’s organisation - Community a “must have”: a new digital channel that provides trust, transparency and entertainment - Conversion funnel: from trading ideas to real trading services . Monetization and innovative services

Thomas Egede Kragh

Digital development in large hierarchies. How user-friendly design survives - Struts, prototyping or testing, testing and testing again - Responsibilities, resources and skills - Always in beta?

Project Manager Cortal Consors France

Senior Vice President Head of Digital Channels Nykredit Denmark

Ronny Khan

Levitating Internet banking security in cloud environments and vis-à-vis the social media - Providing secure authentication to online retail customers for non-banking services in an insecure world - Providing medium and small-sized corporate customers with authentication for safer use of cloud based services - Using the bank’s current investments to generate new revenue streams from cloud services and social media - Establishing a brand presence/recognition opportunity outside the normal banking channels (Google Apps, SalesForce...)

Andrew Hoog

Mobile banking: promoting convenience and security - Same old issues, and brand new issues. Old: phishing, password security, New: lost devices, NAND flash storage - Compromise between appropriate security measures and convenience not sacrificed - Incorporate best practices in development and usage - Mobile can enhance security . More options for authentication . Reduce carrying of cash, credit . Activity logging . Proactively notify/warn users - Assure customers (security certification) - Educate and inform

Department Head, Security Solutions Internet Banking and Payments DNB Norway

Chief Investigative Officer viaForensics United States - by videoconference -

Round tables Digital channels security What balance between security and usage convenience?

How to educate and inform customers? What are the limits?

www.efma.com/digitalo

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Friday 11 May 2012

Thursday 10 May 2012

8:15

Welcome coffee and registration

8:15

Welcome coffee

9:00

Anke Slagter ABN AMRO

9:00

Aman Narain Standard Chartered Bank

9:20

Allan Vadskjær Severinsen Danske Bank

9:20

Patrick Villeneuve Mootwin Raúl Sánchez Gimón BNP Paribas

9:40

Multichannel banking in Europe report Finalta - Efma

9:40

Mobile banking report McKinsey & Company - Efma

10:00

Panel session

10:00

Panel session

10:30

Break

10:30

Break

11:00

Remko Dur Natural Banking

11:00

Markus Gremmel BAWAG

11:20

Tamas Braun IND Group

11:20

Yakup Doğan Yapi Kredi Bankasi

11:40

Panel session

11:40

Julie Raoux BNP Paribas

12:00

Round tables

12:00

Panel session

12:30

Lunch

12:30

Lunch

14:00

Matthias Kröner Fidor Bank

14:00

Martial Nassar Cortal Consors

14:20

Laura Furlan Intesa Sanpaolo

14:20

Thomas Egede Kragh Nykredit

14:40

Erik Pouwen SNS Bank

14:40

Panel session

15:00

Panel session

15:00

Break

15:30

Break

15:30

Ronny Khan DNB

16:00

Nicolás Moya García-Luján Bankinter

15:50

Andrew Hoog viaForensics

16:20

Daniel Gusev Promsvyazbank

16:10

Panel session

16:40

Panel session

16:30

Round tables

17:00

Masterclass

17:00

End of conference

17:40

End of day one

www.efma.com/digitalo

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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.