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www.efma.com/customer

CusTomer WeeK re-thinking customer value and getting better connected with your customers 23–25 April 2013 Paris, concorde la fayette hotel twitter

Best practices in retail financial services, more information on www.efma.com

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Customer week

Re-thinking customer value and getting better connected with your customers Are you listening to your customers?

Efma is delighted to announce an exciting new concept in its event portfolio: the Customer week summit. This is the first of a new week format for 2013, developed in response to a need to connect different yet common interests via networking and learning. The Customer week brings both existing and new conferences together into one major conference experience, to offer delegates a time-effective, cost-efficient one-stop shop event. Building on an increasing need to connect international communities in retail finance, join us to share global and local solutions, needs, ideas, challenges and interests, at one inspiring location in Paris.

Efma’s new Customer week will take you through every aspect of the customer journey, focusing on innovation and ideas, leading to a total re-think of how to develop a better customer experience in retail banking. Ultimately, a better experience will lead to greater loyalty, higher customer value and increased profitability.

The Customer week gives retail finance professionals a unique opportunity to discuss ways of improving customer engagement, value and experience. This promises to be one of the highlights of the year for financial sector conferences.

60+ speakers, 20 sessions, 3 days to share collective thinking 3 conference days, 3 key reasons to attend A new global event with a new event format & networking opportunities Tailor your participation across the ‘week concept’ with a pre-event dinner, elegates will be empowered: inspiration D social networking and cocktails for everyone involved in customer strategies Save time and money: everything is together in a ‘one-stop shop’ Hear from international customer leaders, ‘Pick and mix’ best practice presentations and hands-on interactive discussions new names and share new cultures and ideas Identify distinct strategies to take back to the Participate alongside over 60+ leading bank and non-bank experts with office and implement a common theme of customer experience

Key questions ow are banks managing ‘big data’ to become more H customer-centric? Successful banks are harnessing a wealth of customer data, preferences and usage patterns to match products and pricing to the most profitable segments of the market to produce a ‘single customer view’. hat are the main threats? Many new, strong non-bank W brands are threatening to take customers away from

traditional financial services, so now is the time to make changes and create the most meaningful (and profitable) customer interactions. ow can banks regain trust and improve the customer H experience? Customer satisfaction alone is no longer sufficient - banks need to provide an enhanced experience over all channels and at every customer touch point.

Study presentationS – World Retail Banking Report: ‘voice of the customer’ survey and ‘customer experience index’ by Capgemini Financial Services and Efma

Hear new research findings backed up by real case studies on how to implement critical change and innovation in your own organisation

– Pricing in retail banking: creating a whole picture across the business

by Oliver Wyman and Efma – Do customer-centric banks have better business performance?

by Peppers & Rogers and Efma – T he global retail banking marketing report 2013 by Wipro Technologies and Efma

www.efma.com/customer

Hot topics across 3 packed days Here are just some of the key topics that will be explored and debated: T he importance of CRM and its integration with quality and pricing: finding the ‘moment of truth’ Customer lifecycle and integrating the ‘voice of the customer’ into your marketing strategy Measuring the effectiveness of different channels and new methods of communication Developing better relationships through new customer loyalty programmes

E ffective, cost-efficient and profitable segmentation and analysis of gen Y, early adopters and affluent Integrating ‘big data’ into your communications to create a ‘single customer view’ Creating new internal customer and employee customer engagement and interaction Using product innovation and design for new sales and pricing strategies

Mix and match your ideal learning experience throughout the 3 days. Just look for these symbols and colours: Customer experience How a customer’s perception of a brand can change as a result of interaction across multiple-channels Big data/Analytics Understanding a new platform of ‘big data’ tools which have been developed to analyse increasingly large quantities of data Digital/Social media Managing customer relationships across new mobile and internet channels and facilitating the creation and exchange of user-generated content CRM/Loyalty/Brand CRM/Loyalty schemes and their increasing importance as a means of acquiring and retaining customers in a post-recessionary environment Pricing strategies Managing customer markets strategically: improving competitiveness by not simply calculating pricing based on product and profit

Download the Efma Events App Plan your visit before, during and after the conference Access regular programme updates and alerts React in real-time with speakers and delegates during the event and take part in little polls CW App available soon! www.efma.com/app

23–25 April 2013 Paris

Customer experience

schedule

Big data /Analytics Digital /Social media

tuesday 23 April 2013

Wednesday 24 April 2013

room A

room B

room A

8:15

Welcome coffee & registration Chairman: Philippe Van Fraechem

8:15

Welcome coffee & registration Chairman: Philippe Van Fraechem

9:00

Tom LaForge The Coca-Cola Company

9:00

The big customer debate with ING Bank, BNP Paribas,

10:45

11:15

13:00

14:15

16:00

16:30

18:15

Paul Steenkamp First National Bank of South Africa

Emirates NBD, Mouvement Desjardins

Dan Bolland Barclays Bank

Jin Zwicky OCBC Bank

Questions & answers

Questions & answers

Networking break & refreshments

Chairman: Mark Holtom

Chairman: Philippe Van Fraechem Monique Goyens BEUC

11:15

Jaspar Roos ABN AMRO Bank

10:45

11:15

Networking break & refreshments

Chairman: Jaspar Roos Hikmet Can Yılmazsoy Garanti Bank

Hugo Nájera BBVA

Marieke Verloop & Oskar Barendse Knab

Thomas Heilskov Danske Bank

Kieran Kilmartin Pitney Bowes Software

Jakub Petřina Air Bank

Laura Furlan Intesa Sanpaolo

Questions & answers

Questions & answers

Questions & answers

Lunch

Chairman: Mark Holtom Study presentation Capgemini Financial Services

Chairman: Jaspar Roos 14:15

Steven Lewis Ernst & Young

13:00

14:15

Lunch

Chairman: Jaspar Roos Study presentation Oliver Wyman

Marco Scarrico UniCredit

Devi Doerga Misier Rabobank

Stefano Invernizzi Oliver Wyman

Gürhan Çam DenizBank

Sonja van Vliet Absa Bank

Kubilay Aykol Serkan Mertayak Isbank

Questions & answers

Questions & answers

Questions & answers

Networking break & refreshments

Chairman: Mark Holtom Kaushik Ghate HDFC Bank

Chairman: Jaspar Roos 16:30

Christian de La Villehuchet Havas Worldwide

16:00

16:30

Networking break & refreshments

Chairman: Mark Holtom Paolo Lombardi Banca Monte dei Paschi di Siena

Tom Ewing BrainJuicer Labs

Hans Tops bpost

Olivier Marquet Triodos Bank

To Be Confirmed

Tim Pannell Financial Marketing Solutions

Sylvie Tierny Société Générale

Questions & answers

Questions & answers

Questions & answers

End of day feedback & key messages

Welcome dinner

Monday 22 April at 8 p.m.

18:15

End of day feedback & key messages

CRM /Loyalty/Brand

www.efma.com/customer

Pricing strategies

thursday 25 April 2013

room B Chairman: Jaspar Roos 9:00

Pete Birch BankWest

8:45

Ron Mandel & Andrea Linati Delivering Happiness @Work

8:45

Julianna Young Movenbank Didier Rouillard GMC Software Technology

Merav Spektorovsky-Sasson Bank Hapoalim

Dave Shepherd Barclays UK Retail & Business Bank

Yvon Moysan CSA Consulting

Questions & answers

Questions & answers

Questions & answers

To Be Confirmed

10:30

11:00

Networking break & refreshments

Chairman: Mark Holtom Tim Pannell Financial Marketing Solutions

Chairman: David Cavell 11:00

Frans Falize Tesco

Filip Vítek Sberbank

Study presentation Efma & Wipro Technologies

Jitka Jakubcová EPSI

Attila Kezdődy Erste Bank

Panel discussion

Kieran Kilmartin Pitney Bowes Software

Questions & answers

Questions & answers

Questions & answers

Study presentation Capgemini Financial Services

12:45

13:45

Beyza Selçuk TEB Panel discussion Questions & answers Chairman: Philippe Van Fraechem 16:30

Chairman: David Cavell

Kenneth Olan First Victoria National Bank

Chairman: Mark Holtom 14:15

8:15

room B

Georgios Kolovos GE Capital

Chairman: Mark Holtom 11:15

room A Welcome coffee & registration Chairman: Mark Holtom

15:30

16:00

Lunch

Chairman: Mark Holtom Study presentation Peppers & Rogers Group

Ron Mandel & Andrea Linati Delivering Happiness @Work Kenneth Olan First Victoria National Bank

Questions & answers

Jari Ohrankämmen Nordea

Networking break & refreshments

Chairman: Mark Holtom

Questions & answers

Rosi Mc Murray TNS UK

Chairman: David Cavell

Josef Holböck Raiffeisen Analytik

Live debate with OCBC Bank,

Questions & answers 17:15

13:45

Anton de Wet Nedbank Group

Rudi Peeters KBC Group

Air Bank, UniCredit, First Victoria National Bank

Chairman: David Cavell

End of day feedback & key messages

16:00

Ahmet Vefa Erdem Yapı Kredi Bankası Ulli Spankowski Boerse Stuttgart Holding Questions & answers

Questions & answers

Networking & Cocktails

Tuesday 23 April, Wednesday 24 April and Thursday 25 April at the end of each conference day

23–25 April 2013 Paris

Customer experience

Tuesday 23 april 2013 Morning

Big data /Analytics Digital /Social media

room A

Plenary 1.AB - The big customer re-think Tom LaForge Global Director of Human and Cultural Insights The Coca-Cola Company USA Paul Steenkamp Head Employment Branding and FNB Innovators First National Bank of South Africa South Africa Dan Bolland Director, Strategy, Business Performance and Analysis Barclays Bank United Kingdom

2.A - New customer relationships and engagement in a changing world Monique Goyens Director General BEUC Belgium *by video link-up

Listening to the voice of the customer and building new financial relationships

Hugo Nájera Chief Innovation Officer BBVA Spain

BBVA’s customer-centric strategy: using technology and innovation to ascertain the customer’s needs

Kieran Kilmartin Marketing Director, EMEA and India Pitney Bowes Software United Kingdom

Understanding and engaging customers in real time

Afternoon

3.A - Gaining a better understanding of the real customer experience

Study presentation William Sullivan Global Head of FS Market Intelligence Capgemini Financial Services

Marco Scarrico Head of Strategic Marketing

World Retail Banking Report: ‘voice of the customer’ survey and ‘customer experience index’

UniCredit Italy

The ageing population: customer demographic changes and new customer needs

Gürhan Çam Senior VP Digital Generation Banking Group DenizBank Turkey

The ageing population: customer demographic changes and new customer needs

4.A - Next generation big data Kaushik Ghate Vice President and Head, Analytical Marketing HDFC Bank India

Customer engagement and data: how to integrate your data set into your communications strategy

Tom Ewing Digital Culture Officer BrainJuicer Labs United Kingdom

Feel nothing, do nothing: combining behavioural and emotional experience data to unlock how people really make decisions on-line

To Be Confirmed

CRM /Loyalty/Brand

www.efma.com/customer

Pricing strategies

room B

Macroforces and trends shaping the world of 2020 Looking at the world of retail banking through the eyes of your customers Using data for customer value optimisation, pricing and performance

2.B - Fresh approaches to delivering customer satisfaction: making banking fun Jaspar Roos Chief Inspiration Officer ABN AMRO Bank Netherlands

Why banking is boring for your customers... and how to change it

Marieke Verloop Chief Sales and Marketing Director & Oskar Barendse Head of Financial Planning Knab Netherlands

Developing everything around and with our customers to make banking easier and more fun

Jakub Petřina Chief Marketing Officer Air Bank Czech Republic

The first bank you like: building a uniquely customer-centric bank

3.B - Managing the transition and containing its costs Steven Lewis Director, Global Banking and Capital Markets Centre Ernst & Young United Kingdom

Juggling multiple priorities: restructuring the business vs. satisfying customer expectations

Devi Doerga Misier Strategic Change and Implementation Manager Rabobank Netherlands

Change management: changing our behaviour to deliver customer promises

Sonja van Vliet Head of Consumer Solutions Absa Bank South Africa

Balancing customer and shareholder expectations to deliver true value

4.B - Re-building trust and brand equity

Christian de La Villehuchet Chief Executive Officer Europe Havas Worldwide Belgium

Build trust during the crisis: a case study

Hans Tops Sales and Service Development Manager, Physical Network, Residential Market and Mass Channels bpost Belgium

Turning customer complaints into new opportunities

Tim Pannell President and CEO Financial Marketing Solutions USA

How to be an individual: developing a brand of trust in an industry that lacks it

23–25 April 2013 Paris

Customer experience

Wednesday 24 april 2013

Big data /Analytics Digital /Social media

Morning

room A

5.A - International leadership to drive future customer strategies THE big customer debate Creating the customer bank of the future across 360 touchpoints

Hans van der Noordaa Member of the Board ING Bank, CEO Banking Benelux ING Bank & Philippe Laulanie Head of Distribution Retail Banking BNP Paribas & François Duchesne Directeur Principal, Intelligence d’Affaires et Distribution, Service aux Particuliers Mouvement Desjardins & Jan Hendrik Kraus General Manager Group Strategy Emirates NBD Jin Zwicky Vice President, Experience Design, Group Customer Experience OCBC Bank Singapore

How can financial services design for simplicity?

6.A - Making loyalty the key driver to grow your customer base Hikmet Can Yılmazsoy Manager Garanti Bank Turkey

Making loyalty the key focus: aligning people, processes and technology to delight the customer

Thomas Heilskov Head of PR and Online Media Danske Bank Denmark

Managing digital relations: online customer engagement and loyalty

Laura Furlan Head of Transactional Products, Retail Marketing Intesa Sanpaolo Italy

Using transactional innovations to drive loyalty and connect with the customer’s need for convenience

Afternoon

7.A - Product pricing strategies Study presentation Stefano Invernizzi Principal Oliver Wyman United Kingdom

Pricing in retail banking: creating a whole picture across the business

Stefano Invernizzi Principal Oliver Wyman United Kingdom

3 case studies: pricing at segmentation level, incentives and performance, pricing disciplines central vs. local

Kubilay Aykol Head of Retail Banking, Product Division & Serkan Mertayak Unit Manager, Retail Banking Product Division Isbank Turkey

A dynamic pricing model based on customer loyalty and profitability

8.A - Designing products around customer lifestyle and segmentation

Paolo Lombardi Head of Web and Mobile Banking Banca Monte dei Paschi di Siena Italy

Automated sentiment analysis: real-life implementation for retail brokerage and reputational risk management

Olivier Marquet Managing Director Triodos Bank Belgium

Building ethical and sustainable partnerships with customers

Sylvie Tierny Responsable Innovation Banque de Détail Société Générale France

Hearing the voice of kids, young people and customers of the future

CRM /Loyalty/Brand

www.efma.com/customer

Pricing strategies

room B

5.B - Engaging with the ‘always connected’ multichannel digital customer

Pete Birch Head of Direct Channels BankWest Australia *by video link-up

Customer satisfaction improved: a virtual contact centre using branch and mobile colleagues excess capacity

Georgios Kolovos European Marketing Director GE Capital United Kingdom

Developing new digital customer experiences for growing the business and gaining market share

Merav Spektorovsky-Sasson Head of Direct Banking Bank Hapoalim Israel

Delivering a social value proposition: facilitating effective consumer networks in the current digital landscape

6.B - Personalisation: preparing for CRM in the future

To Be Confirmed

Filip Vítek, Director of CRM Sberbank Slovakia

X-sell, UP-sell, retention: where to invest for the future?

Attila Kezdődy Head of Retail CRM and Campaign Management Erste Bank Hungary

Internally matching the dynamics of a new environment and customer needs

7.B - Leveraging technology to gain better customer insights Study presentation William Sullivan Global Head of FS Market Intelligence Capgemini Financial Services

Beyza Selçuk Director of Marketing and CRM TEB Turkey

World Retail Banking Report: reconnecting with technology for greater customer intimacy

Understanding and acting on customer insight in real-time

Panel discussion

8.B - Gaining board level support: putting marketing leadership into action Rudi Peeters Chief Information Officer KBC Group Belgium

Marketing your marketing department: how to service your internal customers. Lessons learned from Chief Marketing Officer becoming Chief Information Officer

LIVE debate The Chief Marketing Officer’s role

Jin Zwicky Vice President, Experience Design, Group Customer Experience OCBC Bank Singapore & Jakub Petřina Chief Marketing Officer Air Bank Czech Republic & Marco Scarrico Head of Strategic Marketing Unicredit Italy & Kenneth Olan Senior Executive Vice President, Chief Retail and Marketing Officer First Victoria National Bank USA

23–25 April 2013 Paris

Customer experience

Thursday 25 april 2013

Big data /Analytics Digital /Social media

Morning

room A

9.A - Making the step change to customer engagement: preparing to deliver happiness Ron Mandel Owl of Happiness & Andrea Linati Coach and Trainer Delivering Happiness@Work USA

Delivering happiness for the banking sector

Kenneth Olan Senior Executive Vice President, Chief Retail and Marketing Officer First Victoria National Bank USA

I Do: moving customers from engagement to brand marriage

Dave Shepherd Head of Frontline Help Barclays UK Retail & Business Bank United Kingdom

How tablets utilisation is enhancing the experience for both customer and colleague at Barclays

10.A - Responding to crisis and turning it to your advantage Tim Pannell President and CEO Financial Marketing Solutions USA

A powerful brand begins with discovering, defining, delivering and developing the brand

Study presentation Shankar Sundarrajan Banking Leader, Global Practice Head Banking Analytics Wipro Technologies & Michael Pearson Strategic Adviser Efma

The global retail banking marketing report 2013: the changing landscape of marketing, 2013 and beyond

Panel discussion How digital technologies, social media and the explosion of data are redefining customer engagement models

Afternoon

11.A - Aligning ROI and business performance with customer centricity

Study presentation Çağlar Göğüş Managing Partner, FSI EMEA Peppers & Rogers Group Turkey

Do customer-centric banks have better business performance?

Anton de Wet Managing Executive, Client Engagement Nedbank Group South Africa

Client engagement: a journey to improved client experience and client value

12.A - Building customer intimacy Rosi Mc Murray Financial Specialist TNS UK United Kingdom

Understanding the new financial customer: a barometer of change

Josef Holböck General Manager Raiffeisen Analytik Austria

Living with the customer: changing the advisors habits, a change management supported by analytics

CRM /Loyalty/Brand

www.efma.com/customer

Pricing strategies

room B

9.B - The digital landscape: social media, gamification and 360 touchpoints

Julianna Young Director of Behavior Design Movenbank USA

Understanding the mobile-centric customer

Didier Rouillard VP Product Marketing GMC Software Technology Switzerland

Inspire dynamic statement: the next generation of customer statements

Yvon Moysan Manager Customer Experience CSA Consulting France & Guest Lecturer Customer Experience ESSEC Business School

Customer centricity across the digital landscape: models and best in class examples

10.B - Extending your brand proposition to reach new customers

Frans Falize International Director Dotcom Tesco United Kingdom

Generating international innovation around the customer

Jitka Jakubcová CEO Central Europe EPSI Research Czech Republic

Partnering for victory: Pražská plynárenská a ‘client obsessed’ company

Kieran Kilmartin Marketing Director, EMEA and India Pitney Bowes Software United Kingdom

Multichannel customer engagement case studies

11.B - Sales force excellence for customer service success Ron Mandel Owl of Happiness & Andrea Linati Coach and Trainer Delivering Happiness@Work

Making customer service the responsibility of the entire company, not just a department

Kenneth Olan Senior Executive Vice President, Chief Retail and Marketing Officer First Victoria National Bank USA

Sales in ovation: creating productivity customers will appreciate and stakeholders will applaud!

Jari Ohrankämmen Head of Sales

Customer focused sales strategies: creating more effective, leaner incentive models in the tougher economy

Nordea Finland

12.B - Using data mining for customer insights Ahmet Vefa Erdem Manager, Data Warehouse and Data Mining Development Yapı Kredi Bankası Turkey

Behavioral Finance Application at Yapı Kredi

Ulli Spankowski Associate Director Boerse Stuttgart Holding Germany

Mining sentiments from social networks about financial instruments

23–25 April 2013 Paris

registration form

Scan me and register online now

Customer week 23­–25 April 2013 Paris Attendee’s information Mrs.

Ms

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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

PraCtical information Dates Attendees are invited to a dinner on Monday 22 April 2013. The conference will start with a welcome coffee on Tuesday 23 April 2013 at 8:15 a.m. and will end on Thursday 25 April 2013 around 6:00 p.m.

Location Concorde La Fayette hotel 3, Place du Général Kœnig, F-75017 Paris Tel.: +33 1 40 68 50 68 Fax: +33 1 40 68 50 43 www.concorde-lafayette.com/en Language All sessions and debates will be held in English.

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 Monday 22, Tuesday 23 and Wednesday 24 April 2013 at the hotel Concorde La Fayette. The cost of a single room per night is 200e, 220e for a double room (including breakfast and taxes). An automatic confirmation will be sent by email within 24 hours after your registration. In this email you will find a link to download an accommodation booking form. To book your room, please complete and return this form to the hotel until Friday 22 March 2013. After this date the hotel cannot guarantee either room availability or prices. The hotel will automatically bill unoccupied rooms or late cancellations.

registration fee Specify the day(s) you wish to attend: Tuesday 23 April Wednesday 24 April Thursday 25 April

Registration fee Member fee:

All registrations are strictly individual.

*VAT 19.6%

Non-member fee:

Monday 22 April I wish to attend the dinner I do not wish to attend the dinner

One day 800.00e HT

(+VAT*: 956.80e)

1,200.00e HT

(+VAT*: 1,435.20e)

Registration The registration fee covers participation in the conference, documents, lunches, coffee breaks, cocktails and the dinner. 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 late-bookers, but credit card information must be provided.

Cancellation All cancellations must be received in writing.

A 20% cancellation fee will be charged for all cancellations received on or before Tuesday 9 April 2013. 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.

Two days 1,600.00e HT

Three days 2,400.00e HT

2,400.00e HT

3,600.00e HT

(+VAT*: 1,913.60e) (+VAT*: 2,870.40e)

(+VAT*: 2,870.40e) (+VAT*: 4,305.60e)

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

Payment Card n° Expiry date Date

signature

Efma l 8 rue Bayen l 75017 Paris l France l Tel: + 33 1 47 42 52 72 l Fax: + 3 3 1 47 42 56 76 l www.efma.com APE: 8230Z l VAT ID: FR 38 313 062 788 l Efma sarl company with registered capital of EUR 15,000 l 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.

Illustrations: Bruno David

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 By credit card: MasterCard Visa American Express