MobileBanking_2012

Conference

www.efma.com/mobilebanking

Mobile banking Mobile phones and tablets: another channel or a banking revolution?

Paris, 5-6 December 2012 Paris Marriott Rive Gauche Hotel Best practices in retail financial services more information on www.efma.com

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Mobile banking Mobile phones and tablets: another channel or a banking revolution?

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Mobile is a burning topic, not only in the financial sector but also in other industries. According to a recent Efma survey, most respondents believe that mobile banking will bring fundamental changes to the retail banking industry over the next three to five years.

This Efma conference will include speakers from many countries, across different continents, and from other sectors and will address the following issues: Facing the future • Channel or change? Is mobile banking just another channel or does it really herald a revolution in retail banking?

• Where is technology heading? How will smartphones and tablets be used in financial services in the future? What’s next for apps: marketing, loyalty, gamification, personal finance management (PFM), geo-location applications, etc.? How can banks leverage the opportunities of mobile technologies?

Making preparations • Enhancing the customer experience: how can banks create greater intimacy and a better customer experience through mobile channels?

• Developing strategies: what partnerships can banks forge? Who are the key stakeholders? What can be learnt from other sectors?

Efma Efma mobile banking app awards

In 2012, Efma will reward the year’s best mobile banking app. The best mobile banking app award ard is intended to reward a bank app offering financial transactional functionalities to the bank’s customers.

Financial institutions which would like to be considered for the Efma mobile banking app awards should register, before 10 November 2012, on www.efma.com/mobilebankingaward Four nominees will present their app during the Mobile banking event. The conference’s participants will then vote for the winner of the award.

www.efma.com/mobilebanking

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award

Wednesday 5 December 2012 Morning

Alessandro Colafranceschi Head of Global Online and Mobile Banking UniCredit Italy

David Urbano Mobile and Digital Networks Director e-La Caixa Spain

Aman Narain* Global Head of Remote Banking Standard Chartered Bank Singapore - by videoconference -

Two years in mobile banking: a perspective from UniCredit - Exploring interesting data and trends on mobile - Expanding online services for the customer 2.0 - Meeting the challenges for digital banking growth

Innovation in mobile banking: constantly reinventing the mobile banking customer experience - How la Caixa has become a mobile reference across the world - La Caixa’s own store “Caixamovil Store” and special apps for every “kind” of “la Caixa” customer - Why do we have more than 60 different apps?

- Why mobile banking is based on a mobile portal not on a native app?

- The bank’s strategy for maximising the number of downloads - An annual one-day contest for app developers - New channels (smartTV, ultrabooks, etc.) using apps as a tool to connect with la Caixa

Redefining convenience with mobile banking - Understanding the power of mobile to transform our organisations - The key players and alliances and what can banks learn from them?

- How do we navigate between hype and game changing?

*Best speaker at Efma “Digital channels – organisation” conference in 2012

Jessica Niewierra Director Internet and Mobile ABN AMRO Netherlands

Alejandro Carriles Executive Vice President Director, Mobile Strategy and Retail Innovation BBVA Compass United States

Jérôme de Labriffe Directeur du Développement, de la Stratégie et de l’Innovation de la Banque Multicanal BNP Paribas France

www.efma.com/mobilebanking

How ABN AMRO introduced innovative new features in mobile banking apps based on changing consumer behaviour - Changing consumer behaviour trends - ABN AMRO’s mobile strategy based on changing consumer behaviour - Innovative new features introduced by ABN AMRO - Way of working (user-centered design and scrum methodology) - Lessons learned and next steps

The mobile user experience: delivering more than a service - Mobile banking vs. online banking, only a matter of size?

- Elements of the mobile user experience - Why functionality is not enough any more - Case study: BBVA Compass mobile apps journey and results - Will customers notice the difference?

How to be innovative in m-banking? How to develop and trial new ideas/apps?

How to monitor new ideas on the market?

Wednesday 5 December 2012 Afternoon

Bernard Larrivière Directeur de l’Innovation et de la Veille Stratégique Fédération Nationale du Crédit Agricole France

Connecting customers to apps designers in order to enhance customer relationships - Learning to accept the customer’s vision of your business and how they want to make the best use of your services - Letting customers talk directly to apps developers: identifying third parties that are able to develop the best solutions - Organising the appropriate ecosystem (freedom, while guaranteeing ethics and security) - The Crédit Agricole Store (CA Store) - Assessing your position and value across this system, in order to ensure profitability

Study presentation Radboud Vlaar Partner McKinsey & Company Mobile banking: state of the industry, and how to use it to increase sales - Update on the state of the European industry - 2012 consumer research findings - Key levers for increasing sales via mobile

Tamás Braun General Manager IND Group UK IND Group United Kingdom

Deniz Tuncalp Assistant Professor of Management Istanbul Technical University Turkey

Sirpa Nordlund Chief Executive Officer Mobey Forum Finland

Mariusz Gliński Head of Electronic Banking Raiffeisen Bank Polska Poland

Peter Lakata* Head of Product Management ZUNO Bank Austria *Best speaker at Efma “Digital channels – marketing” conference in 2012

Drivers of mobile financial services: notifications and money management - What is top and flop in mobile now?

- Smart notifications, driving immediate actions: bank feed - Mobile money management - Gamification - What to do with “tablet customers”?

Frontiers of mobile banking in Turkey: a recap of the most successful Turkish bank initiatives in mobile banking - What innovative and outstanding apps are available in the market?

- What new functionalities and models have been launched and how have customers responded?

- Current trends and future outlook

Mobile wallet featuring mobile banking - Definitions and variations of mobile wallets: terminology and beyond - Speed of mobile adoption trends - User acceptance and variations in technology adoption - War of wallets = war of ecosystems: which one will win and with which type of technology?

Beyond transactional systems: role of mobile banking in brand awareness - Will Europe stay behind mobile trends?

- How a customer-centered approach is increasing innovation in mobile solutions - How mobile banking can help to defend a bank’s market position

Can mobile banking generate relevant ROI? - Search for inspiration: lessons learned - Select the right features: hygiene factors - Come up with something extra: drive usage - Still not enough, bring in THE weapon: try acquisition

Thursday 6 December 2012

Morning

Best mobile banking app awards

Efma

Each of the four nominees, selected by a jury of experts will present its app for the best mobile banking app award.

The conference participants will then vote for the winner.

Patrick Sommelet Directeur Général Adjoint Boursorama France

Thomas Egede Kragh Senior Vice President Head of Digital Medias Nykredit Denmark

Maïte Oonk Manager KLM Mobile Commerce KLM Royal Dutch Airlines Netherlands

Joep Paemen* Partner Namahn Belgium

*Former Business Development, Mobile Financial Services at BNP Paribas Group

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Mobile banking: the future of online retail trading and banking - The role of innovation: how to add value to mobile apps and give the customer more autonomy - M-banking and security: how to ensure the security of bank transactions - The MoneyCenter: a unique PFM tool for customers to manage their personal finances

How to drive sales through the mobile channel… five case studies!

- Nykredit has developed five apps for iPhone, Android and Windows Phone, with very different experiences - Both good and not-so-good experiences from an early adopter - Why mobile/tablet apps? What works? What does not work?

- How to adapt to user behaviour and demands (using tools for user involvement and satisfaction) - What is GUI-design on the mobile channel; how does it differ from homebanking?

Case study from another industry to inspire the financial services sector - The connected passenger - How mobile influences the KLM travel experience - The next step: really integrating mobile in our business

User-centered design: the key to success in mobile financial services, inspirational case studies from other industries - Your ability to introduce high-touch through high tech is the key to maximising the commercial impact of your mobile channels - Does your organisation have the right knowledge of your mobile users? Innovative ways of identifying fundamental user drivers and motivations - Some key insights on how to use user-centered methods to design successful mobile service solutions - Companies like Google, Apple and Facebook are setting the standard for effective user experiences - Agility: some examples of how even long-established organisations can apply techniques used by the most advance players in the mobile sphere

Thursday 6 December 2012 Afternoon

Teresa Epperson

How mobile is changing, how consumers bank, and how banks compete: lessons from the US retail banking market - Drivers of US mobile adoption and usage - How mobile is influencing consumer bank selection decisions - How consumers are using mobile banking and how mobile banking impacts traditional channel behaviour - How the greatest level of consumer mobile engagement is in mobile shopping, with significant opportunities for banks to add value to their customers - How mobile enables couponing and offers, and how data monetisation programmes will ultimately change the retail banking business model

Managing Director &

Bob Hedges Managing Director AlixPartners United States

MoneYou: how an online bank deals with the rapid advance of mobile technologies and growing customer expectations - Which banking channels do MoneYou’s customers prefer and has this changed over the last few years?

- How has MoneYou’s customer-centered approach impacted the development of the mobile channel?

- How can MoneYou deliver an engaging and convenient mobile savings experience and at same time remain (cost) efficient and flexible?

- What steps will MoneYou take next to improve the mobile banking (app) experience?

Erik Idzenga Head of Channel Management MoneYou Netherlands

Efmads

Awards ceremony

awar

The awards will be given to the winner of the best mobile banking app

Dawn Morris Senior Vice President Product & Segment Marketing Director RBS Citizens Financial Group United States - by videoconference -

Andrew Hoog Chief Investigative Officer viaForensics United States - by videoconference -

Attracting and deepening SME relationships using mobile banking - Defining target customer insights: . What are customer segments goals, pain points, and life events? . How can mobile banking help address SME needs?

- Integrating mobile banking with traditional channel delivery: . Role of mobile vs. other channels . Defining the integrated customer experience - Delivering on value proposition to target customers - Creating an omni-channel approach: . Leveraging technology advancements for enhanced customer experience

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, proactively notify/warn users, etc.)

- Assure customers (security certification) - Educate and inform

Speed presentation Deniz Tuncalp Assistant Professor of Management Istanbul Technical University Turkey How mobile internet penetration is changing the retail banking business model: direct banking and more - Convergence phenomena: are we all competing with each other now?

- Business models on the mobile internet versus brick-and-mortar banking - If direct banking is today, what is our mobile tomorrow: benchmarking industries

www.efma.com/mobilebanking

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Thursday 6 December 2012

Wednesday 5 December 2012 8:15

Welcome coffee and registration

8:15

Welcome coffee

9:00

Alessandro Colafranceschi UniCredit

8:45

Best mobile banking app award

9:20

David Urbano e-La Caixa

9:45

Patrick Sommelet Boursorama

9:40

Aman Narain Standard Chartered Bank

10:05

Thomas Egede Kragh Nykredit

10:00

Questions & answers

10:25

Questions & answers

10:30

Break

10:45

Break

11:00

Jessica Niewierra ABN AMRO

11:15

Maïte Oonk KLM Royal Dutch Airlines

11:20

Alejandro Carriles BBVA Compass

11:35

Joep Paemen Namahn

11:40

Jérôme de Labriffe BNP Paribas

11:55

Questions & answers

12:00

Questions & answers

12:15

Lunch

12:30

Lunch

13:30

Teresa Epperson & Bob Hedges AlixPartners

14:00

Bernard Larrivière FNCA

13:50

Erik Idzenga MoneYou

14:20

Mobile banking report McKinsey & Company and Efma

14:10

Dawn Morris RBS Citizens Financial Group

14:40

Tamás Braun IND Group

14:30

Questions & answers

15:00

Deniz Tuncalp Istanbul Technical University

15:00

Awards ceremony

15:20

Questions & answers

15:10

Break

16:00

Break

15:25

Andrew Hoog viaForensics

16:30

Sirpa Nordlund Mobey Forum

15:45

Questions & answers

16:50

Mariusz Gliński Raiffeisen Bank Polska

15:55

17:10

Peter Lakata ZUNO Bank

16:15

17:30

Questions & answers

18:00

End of day one

Efma s award

Efma s award

Speed presentation

with Istanbul Technical University End of conference

www.efma.com/mobilebanking

Registration form Mobile banking Paris, 5-6 December 2012 Scan me and register online now

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PRACTI C AL INF O RMA T I ON

Location Paris Marriott Rive Gauche Hotel & Conference Center 17, Boulevard Saint Jacques - 75014 Paris, France Tel: +33 1 40 78 79 80 - Fax: +33 1 45 88 43 93 www.parismarriottrivegauche.com Social networking Twitter@Efma_news Efma Events App

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Languages All sessions will be held in English.

is 209 euros, 219 euros for a double room (including breakfast and taxes). Once you have registered and received a confirmation from Efma the day after, a link will be provided to enable you to book your accomodation. To book your room, please complete and return this form to the hotel until Friday 19 October 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 Tuesday 4 and Wednesday 5 December 2012 at the Marriott Rive Gauche Hotel. The cost of a single room per night

Cancellations All cancellations must be received in writing. A 20% cancellation fee will be charged for all cancellations received on or before Wednesday 21 November 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

❏ 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. ❏ 1,600 euros + VAT 19.6% = 1,913.60 euros for representatives of Efma member institutions

❏ By credit card: ❏ MasterCard ❏ Visa ❏ American Express

❏ 2,400 euros + VAT 19.6% = 2,870.40 euros for representatives of non-member institutions

Card n°

If you are interested but you cannot attend the conference, ask for the event’s summary at marketing@efma.com

Expiry date Date

Signature

❏ 400 euros (+ VAT 19.6%) = 478.40 euros for members ❏ 600 euros (+ VAT 19.6%) = 717.60 euros for non-members

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.

Illust r ations: Br uno David

Dates The conference will begin with a welcome coffee on Wednesday 5 December 2012 at 8:15 a.m. and will end on Thursday 6 December 2012 at 4:30 p.m.