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www.efma.com/distribution

DISTRIBUTION WEEK The big switch to the channels of the future: banking and insurance distribution in a new omnichannel world 28–30 May 2013 Brussels, Radisson Blu Royal hotel Twitter

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

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DISTRIBUTION WEEK The big switch to the channels of the future: banking and insurance distribution in a new omnichannel world Are you delivering growth across every channel?

Efma is delighted to announce the next in its series of new concept events: the Distribution week summit. This is the second of the new ‘week’ format events for 2013, developed in response to a need to connect different yet common interests through networking and learning. Distribution week combines existing and new conferences in 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 and insurance, join us to share global and local solutions, needs, ideas, challenges and interests, at one meeting place in Brussels.

Efma’s new Distribution week will allow retail banking and insurance leaders to take a closer look at how both traditional and emerging digital channels are creating many opportunities – but also at some challenges which need to be overcome.

Today’s bank and insurance customers want greater transparency, more simplicity and easy access. Above all, they want a seamless experience as they move from one channel to another. The more customers are interacting with multiple channels, both physical and digital, the more they rate banks according to the experience they have working across these channels.

Distribution week gives banks and insurance professionals the chance to discuss how to communicate more effectively with customers across multiple channels, not only to enhance the customer experience, but also to improve the efficiency of bank and insurance distribution networks.

Don’t miss this chance to explore many channels with many other like-minded leaders in retail finance.

90+ speakers, 60+ case studies, 30+ sessions and many new ways to share collective thinking A new global event and networking opportunity Choose your attendance across the ‘week concept’ with a pre-event dinner, 6 in one conferences and cocktails Save time and money: everything is brought together in a ‘one-stop shop’ ‘Pick and mix’ best practice presentations and hands-on interactive discussions Participate alongside over 90 leading bank, insurance and non-bank experts on a common theme of distribution strategies Bring your cross-functional distribution team for maximum cross-sector idea sharing and to reinforce the 360° approach to your channel tactics

3 conference days, 3 key reasons to attend Delegates will be empowered: inspiration for everyone involved in distribution channel strategies Hear from international distribution channel leaders, new names and share new ideas Identify distinct strategies to take back to the office and implement

Key questions How can banks and insurers keep ahead of new digital channels by sharing the technology journey with their customers while remaining ahead of the game?

How can you gain a ‘single customer view’ across many different channels through innovative relationship management?

Who will win in the design and development of the next generation branch networks that include self-service branches and differentiated branches, specialised by region?

How do successful banks leverage direct channels to generate sales and high-value traffic, while delivering a seamless, personalised experience across all channels to generate competitive differentiation?

1 global event, 9 hot topic areas, 6 conferences packed in 3 days Here are just some of the key topics that will be explored and debated: What is the best way of measuring ROI across different channels?

How can banks and insurers build cross-sell and up-sell across multiple channels?

Which tools can simplify product design across 360° channels?

What are the best ways of incentivising branch and pointof-purchase staff via online and new technologies?

What are the key ways of achieving a single view of customer experiences at all touchpoints?

Among speakers Branch

Harriet Wakelam Customer Experience Design Manager Australia Post Australia

Mobile

Alessandro Colafranceschi Head of Global Online and Mobile Banking UniCredit Italy

Call centre

Paolo Barbesino First VP Internet and Mobile Banking CEE Retail Multichannel Development UniCredit Bank Austria

Online

Jin Zwicky VP Experience Design Group Customer Experience OCBC Bank Singapore

Insurance

See See Ooi Head of Distribution Regional Office Generali Asia Hong-Kong

Self-service

JosĂŠ Palacios Director of Branch Channel and ATM BBVA Spain

www.efma.com/distribution

STUDY PRESENTATIONS – Re-banking: innovation lessons from top retailers by Accenture and Efma – The future of branch networks by Equinox, Resolving, zeb/ and Efma – World Insurance Report 2013 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

– Digitisation of intermediated insurance distribution by Roland Berger and Efma – Global retail banking digital marketing report 2013 by Wipro Technologies and Efma – Digital channel 2013, opus II by Exton Consulting and Efma – Insurance in Central Europe: the channel efficiency potential by Roland Berger and Efma

Mix and match your ideal learning experience throughout the 3 days. Just look for these symbols and colours:

Multichannel

Find out how to navigate the customer journey by offering consistently strong sales and high service levels across ATMs, branches, call centres, online and mobile channels.

Branch

Discover how fresh branch formats and innovative design approaches are reflecting the branch’s role as the premier channel for client acquisition, while remaining at the heart of the distribution strategy of retail banks.

Online

The next generation of internet banking will go beyond the traditional offering in order to make life easier for customers: saving time and money to boost customer loyalty.

Mobile

The increasing use of smartphones and tablet-based devices is enabling customers to connect to many new bank services and creating new ways for banks to generate leads, enhance loyalty and develop deeper customer relationships.

Self-service

Convenient, faster and more personalised: ATM designs are becoming more innovative, using virtual systems and better designs to improve customer service and personalisation.

Call centre

Gain a clearer understanding of how to maximise customer service excellence by adopting new tools, tactics and multichannel communications within your customer contact centre.

Postal services

Find out how post offices are moving up the e-commerce value chain through cross-border services and innovative bank partnership delivery models.

Security

The ability to provide secure services with better identification solutions, focusing on branch, Internet, mobile and ATM security, is at the heart of the multichannel banking proposition.

Insurance

Managing and maximising new opportunities in the insurance industry are critical to growth: hear about emerging distribution issues involving social media, digital, integrated advertising and ways of optimising cross-selling strategies.

28–30 May 2013 Brussels

SCHEDULE TUESDAY 28 MAY 2013 8:15

Welcome coffee & registration

9:00

Plenary presentation: Eric Mackor ABN AMRO Plenary presentation: Ismael Sandig Rizal Commercial Banking Corporation Plenary presentation: Harriet Wakelam Australia Post Questions & answers

10:45

Networking break & refreshments

11:15 presentation: See See Ooi Generali Asia 10:45 Plenary Networking break & refreshments

Plenary presentation: Paolo Barbesino UniCredit Bank Plenary panel discussion with Aston Martin Lagonda, ZUNO Bank, Standard Chartered Bank, The Financial Services Club Questions & answers 13:00 Lunch

ROOM A 14:15

Study presentation Accenture

ROOM B 14:15

Markus Kramer Aston Martin Lagonda

ROOM C 14:15

Jean Alain Law Min Mauritius Commercial Bank

Frans Falize Tesco

Tamás Braun IND Group

Roger Krämer BCEE

Raffy Karamanian Bank Audi

Stéphanie Cabanot Crédit Agricole

Alberto Rabbia Extrabanca

Questions & answers

Questions & answers

Questions & answers

16:00 Networking break & refreshments

16:30

Bilgen Aldan Akbank

16:30

Study presentation Equinox, Resolving, zeb/

16:30

Isold Heemstra ING-DiBa

Oyvind Oanes ZUNO Bank

Marie Ramlie ING Direct

Dizem Özalp Sari TEB

Kanags Surendran Standard Chartered Bank

Harriet Wakelam Australia Post

Hervé Hatt Meilleurtaux.com

Questions & answers

Questions & answers

Questions & answers

18:15 End of day feedback & key messages

Welcome dinner

Monday 27 May 2013 at 8 p.m.

Multichannel

Mobile

Postal services

Branch

Self-service

Security

Online

Call centre

Insurance

WEDNESDAY 29 MAY 2013 ROOM A 8:15

Welcome coffee & registration

8:45

Jin Zwicky OCBC (by videoconference)

ROOM B

8:45

Pete Birch & Michael Whitfield BankWest (by videoconference)

Joep Paemen Namahn

Michael Medzini Creative House

Jozsef Nyiri IND Group

Valur Thor Gunnarsson Islandsbanki

Questions & answers

Questions & answers

10:30

Networking break & refreshments

11:00

Paul Gillen Europol

11:00

Loïc Le Moine Banque Populaire Atlantique

ROOM C

8:30

Study presentation Capgemini Financial Services Reinhardt Schink Allianz Deutschland Manuel Leiria Açoreana-Seguros Antti Huhtala OP-Pohjola Group Questions & answers

11:00

Study presentation Roland Berger

Tolga Tavlaş Yapı Kredi Bankası

Geert Van Mol Belfius

Ian Hood RSA Insurance Group

Chris Skinner The Financial Services Club

Mikhail Shevtsov Sberbank

Andrea Pezzi Linear Assicurazioni & Unisalute

Questions & answers

Questions & answers

Questions & answers

12:45

Lunch

14:00

Study presentation Wipro Technologies & Efma

14:00

José Palacios BBVA

14:00

Torsten Butz Swiss Mobiliar

Massimo Maggioni FinecoBank

John Schulte Mercantile Bank

Christine Theodorovics Zurich Insurance Group

Panel discussion

Panel discussion

See See Ooi Generali Asia

Questions & answers

Questions & answers

Questions & answers

15:45 Networking break & refreshments

16:15

Frank Verkinderen ECCCO Karl-Axel Bauer & Ewout van Jarwaarde McKinsey & Company Hans Tops bpost

16:15

Johannita McLeod First National Bank of South Africa

16:15

Raymond van Es Aegon

Frédéric Arroyo Société Générale

Sebastian Herfurth Friendsurance

Crawford Prentice Marks & Spencer Bank

Eveline van Baar-Verwijmeren Achmea

Questions & answers

Questions & answers

Questions & answers 18:00 End of day feedback & key messages

Networking & Cocktails

Tuesday 28 May, Wednesday 29 May and Thursday 30 May at the end of each conference day

www.efma.com/distribution THURSDAY 30 MAY 2013 ROOM A 8:15

Welcome coffee & registration

8:45

Dave Shepherd Barclays Bank

ROOM B

8:45

Study presentation Exton Consulting

ROOM C

8:45

Olivier Sperat-Czar Crédit Agricole Assurances

Anton Graborov BCS Financial Group

Olivier Chédeville Société Générale

Alexander Dechent R+V Versicherung

Kapil Bhatia Mashreq Bank

Michal Panowicz mBank (by videoconference)

Tom De Witte KBC

Questions & answers

Questions & answers

Questions & answers

10:30

Networking break & refreshments

11:00

Nelly Tzakou-Lambropoulou National Bank of Greece

11:00

Gürhan Çam DenizBank

11:00

Francesco Pagliano BNL Gruppo BNP Paribas

Philippine Crommelin-Risch Domestic Bank ING

Sujit Ganguli ICICI Bank

Pedro Miguel Matos Esperto Millenniumbcp Ageas

Panel discussion

Nicolás Moya García-Luján Bankinter

Caspar van Haaften Aviva

Questions & answers

Questions & answers

Questions & answers

12:45 Lunch 14:00

15:45

Brian Pearce Wells Fargo

David Schurman FirstOntario Credit Union

14:00

Study presentation Roland Berger

Makoto Shibata Bank of Tokyo Mitsubishi UFJ

Wojciech Bolanowski PKO Bank Polski

Virgil Soncutean Allianz Tiriac

Alessandro Colafranceschi UniCredit

Gert Vanhaecht Belfius

Yann Ménétrier Groupama

Questions & answers

Questions & answers

Questions & answers

Garancia Biztosító

Networking break & refreshments

Round table discussions 16:15

14:00

Best practices and implementation challenges

16:15

Håkan Nordblad Westra Wermlands Sparbank

Rudy Moens bpost

Irena Čuk Nova Ljubljanska Banka

Alberto Buttaroni Poste Italiane

Panel discussion

Stefan Kainz Bawag PSK

Questions & answers

Questions & answers

Questions & answers 18:00 End of day feedback & key messages

16:15

28–30 May 2013 Brussels

TUESDAY 28 MAY 2013 MORNING ROOM AB

Plenary session 1.AB - Connecting innovation and growth to the customer at each touchpoint Eric Mackor Head of Channel Development ABN AMRO Netherlands

Understanding the impact of your whole distribution footprint

Ismael Sandig Retail Banking Group Head, Senior Executive VP Rizal Commercial Banking Corporation Philippines

Connecting/driving financial literacy for the unbanked via local branch and distribution partnerships

Harriet Wakelam Customer Experience Design Manager Australia Post Australia

The multi-sensory branch: designing for an experience in five senses

Plenary session 2.AB - Engaging with the ‘always-connected’, ‘always-on-retail-bank’ customer See See Ooi Head of Distribution, Regional Office Generali Asia Hong-Kong

Making branches more profitable

Paolo Barbesino First VP, Internet and Mobile Banking, CEE Retail, Multichannel Development UniCredit Bank Austria

Isn’t the banking experience too serious to be left to bankers?

PLENARY PANEL DISCUSSION Customer relationships in the new digital landscape: friend or foe?

Markus Kramer Global Marketing Director Aston Martin Lagonda & Oyvind Oanes Chief Marketing Officer ZUNO Bank & Kanags Surendran Head Emerging Payments and Strategy Standard Chartered Bank & Chris Skinner Chairman The Financial Services Club

AFTERNOON ROOM A

3.A - Innovation lessons across the distribution chain STUDY PRESENTATION Piercarlo Gera Global Managing Director Distribution and Marketing Services Accenture

RE-banking: insights for banks from the REtailing sector

Frans Falize International Director Dotcom Tesco United Kingdom

Internationalisation: growing new customer relationships through digital channels

Raffy Karamanian Head of Delivery Channels Group Retail Banking Bank Audi Lebanon

The ‘Novo’ concept: smart mobile kiosks for a new banking experience

4.A - Increasing customer value through digital channels Bilgen Aldan VP Alternative Access Channels Marketing Akbank Turkey

How to market mobile and social banking

Oyvind Oanes Board Member, Chief Marketing Officer ZUNO Bank Austria

Less bank, more life. How to deliver dedicated, multi/ omnichannel customer experiences

Kanags Surendran Head of Emerging Payments and Strategy Standard Chartered Bank Singapore

Growing beyond online to a personalised digital banking experience

TUESDAY 28 MAY 2013

www.efma.com/distribution

ROOM AB

Plenary session 1.AB - Connecting innovation and growth to the customer at each touchpoint Eric Mackor Head of Channel Development ABN AMRO Netherlands

Understanding the impact of your whole distribution footprint

Ismael Sandig

Connecting/driving financial literacy for the unbanked via local branch and distribution partnerships

Retail Banking Group Head, Senior Executive VP Rizal Commercial Banking Corporation Philippines

Harriet Wakelam Customer Experience Design Manager Australia Post Australia

The multi-sensory branch: designing for an experience in five senses

Plenary session 2.AB - Engaging with the ‘always-connected’, ‘always-on-retail-bank’ customer See See Ooi Head of Distribution, Regional Office Generali Asia Hong-Kong

Making branches more profitable

Paolo Barbesino First VP, Internet and Mobile Banking, CEE Retail, Multichannel Development UniCredit Bank Austria

Isn’t the banking experience too serious to be left to bankers?

PLENARY PANEL DISCUSSION Customer relationships in the new digital landscape: friend or foe?

Markus Kramer Global Marketing Director Aston Martin Lagonda & Oyvind Oanes Chief Marketing Officer ZUNO Bank & Kanags Surendran Head Emerging Payments and Strategy Standard Chartered Bank & Chris Skinner Chairman The Financial Services Club

ROOM B

3.B - Building intimacy from branch to digital Markus Kramer Global Marketing Director Aston Martin Lagonda United Kingdom

Building brand trust and customer engagement from digital to front-end distribution

Tamás Braun General Manager of IND UK IND Group United Kingdom

Why are some mobile banking apps successful and why others are not?

Stéphanie Cabanot Directrice Communication / Marketing Crédit Agricole Pyrénées Gascogne France

How a cooperative bank has integrated social networks in customer relationship

4.B - Rationale of diversification in retail banking STUDY PRESENTATION Jean Bouvier Partner Equinox Consulting, Resolving and zeb/

Diversifying the product range or focusing on core banking offers? A key strategic option for retail bankers

Marie Ramlie VP Products and Channels ING Direct France

The end of the direct model?

Harriet Wakelam Customer Experience Design Manager Australia Post Australia

What does self-service look like in a branch? Building meaningful experiences

28–30 May 2013 Brussels

TUESDAY 28 MAY 2013 MORNING ROOM AB

Plenary session 1.AB - Connecting innovation and growth to the customer at each touchpoint Eric Mackor Head of Channel Development ABN AMRO Netherlands

Understanding the impact of your whole distribution footprint

Ismael Sandig

Connecting/driving financial literacy for the unbanked via local branch and distribution partnerships

Retail Banking Group Head, Senior Executive VP Rizal Commercial Banking Corporation Philippines

Harriet Wakelam Customer Experience Design Manager Australia Post Australia

The multi-sensory branch: designing for an experience in five senses

Plenary session 2.AB - Engaging with the ‘always-connected’, ‘always-on-retail-bank’ customer See See Ooi Head of Distribution, Regional Office Generali Asia Hong-Kong

Making branches more profitable

Paolo Barbesino First VP, Internet and Mobile Banking, CEE Retail, Multichannel Development UniCredit Bank Austria

Isn’t the banking experience too serious to be left to bankers?

PLENARY PANEL DISCUSSION Customer relationships in the new digital landscape: friend or foe?

Markus Kramer Global Marketing Director Aston Martin Lagonda & Oyvind Oanes Chief Marketing Officer ZUNO Bank & Kanags Surendran Head Emerging Payments and Strategy Standard Chartered Bank & Chris Skinner Chairman The Financial Services Club

AFTERNOON ROOM C

3.C - Flagship stores and new concept stores Jean Alain Law Min Head of Retail Banking Mauritius Commercial Bank Mauritius

Creating a unique customer experience with the store concept

Roger Krämer Chef Adjoint du Service Coordination du Réseau d’Agences Banque et Caisse d’Épargne de l’État Luxembourg

The ‘Belle Étoile’ branch: a new era of shopping centre branches

Alberto Rabbia Head of Governance and Operation Extrabanca Italy

A traditional innovative business model for migrant banking

4.C - Driving loyalty across multichannel distribution Isold Heemstra Head of Marketing and Sales Mortgage Division ING-DiBa Germany

Strategies for a successful multichannel sales approach to mortgage lending

Dizem Özalp Sari Multichannel CRM Programs Senior Manager

Multichannel distribution and the role of CRM

TEB Turkey

Hervé Hatt CEO Meilleurtaux.com France

Going multichannel: an online broker opening branches

WEDNESDAY 29 MAY 2013

www.efma.com/distribution

ROOM A

5.A - Generating simplicity and fun across the digital banking Jin Zwicky VP Experience Design, Group Customer Experience OCBC Singapore (by videoconference)

How can financial services design serendipity and simplicity

Joep Paemen Partner Namahn Belgium

User-centered design in e-channels: inspirational case studies from other industries

Jozsef Nyiri Founder and Chief Innovator IND Group United Kingdom

Digital banking ignition, the triple e-formula: e-bankify, e-ngage and e-selling

6.A - Making security pivatol to customer relationships Paul Gillen Head of Cyber Operations Europol Netherlands

Cyber crime in online and mobile banking

Tolga Tavlaş Internet and Mobile Banking VP Yapı Kredi Bankası Turkey

Mobile banking security 2.0

Chris Skinner Chairman The Financial Services Club United Kingdom

No-one is safe: how do you secure yourself in an insecure world?

7.A - Global retail banking digital marketing report 2013 STUDY PRESENTATION Vijay Sharma Vice President, Domain Head, Banking and Financial Services Wipro Technologies & Michael Pearson Strategic Adviser Efma

Massimo Maggioni Head of CRM FinecoBank Italy

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

Online and CRM: partners in customer loyalty

PANEL DISCUSSION Increasing sales through intimacy: innovative strategies and tactics

8.A - Driving sales through call centres Frank Verkinderen ECCCO Belgium

European customer contact centre benchmark: a comparison of 30 countries in Europe

Karl-Axel Bauer Partner, Financial Services & Ewout van Jarwaarde Engagement Manager McKinsey & Company Norway & Netherlands

Call centers: dying, or the most important channel for sales and advice?

Hans Tops Sales and Service Development Manager Retail Network, Mail and Retail Solutions bpost Belgium

Turning customer complaints into opportunities in call centres

28–30 May 2013 Brussels

WEDNESDAY 29 MAY 2013 MORNING ROOM B

5.B - Developing closer contact through digital innovation Pete Birch Head of Direct Channels & Michael Whitfield Head of Workforce planning BankWest Australia (by videoconference)

Creating a national virtual contact centre using store and mobile colleagues excess capacity

Michael Medzini Vice President, Business Development Creative House Israel

Using video engagement technologies to meet changing customer requirements: case studies

Valur Thor Gunnarsson Development Manager Online Banking Islandsbanki Iceland

The challenge of innovation in a micro-banking economy: customer dialogue and gamification

6.B - New format of branches and new types of services Loïc Le Moine Directeur Département Nouveaux Canaux Banque Populaire Atlantique France

Transforming the bank branch into a warm, welcoming, open and innovative store

Geert Van Mol General Director, Head of Sales and Services Retail and Commercial Banking Belfius Belgium

Open branch concept as best-in-class brick concept in multichannel retail and commercial banking in Belgium

Mikhail Shevtsov Director of the Branch Network Development Sberbank Russian Federation

Russian branch transformation: from the crowded branch of the past to a modern personalised service branch

AFTERNOON

7.B - Designing the ATM of the future José Palacios Director of Branch Channel and ATM

BBVA’s ATM of the future: for a better customer experience

BBVA Spain

John Schulte Senior VP and CIO Mercantile Bank USA

Pairing up new technologies: virtual tellers with touchscreen kiosks

PANEL DISCUSSION Simple, human and flexible: how will ATMs evolve even more in the future?

8.B - Branch 2.0 and the digital store Johannita McLeod COO Banking Channels First National Bank of South Africa South Africa

Enhancing the customer experience using electronic channels

Frédéric Arroyo New Generation Branches Concept Manager Société Générale France

Digital in store: a new ‘customer voice’ on iPad

Crawford Prentice Deputy Chief Executive and Head of Customer Value Management Marks & Spencer Bank United Kingdom

Designated branch strategy to bolster customer satisfaction and long-term profitability

WEDNESDAY 29 MAY 2013

www.efma.com/distribution

ROOM C

5.C - Evolving distribution strategies STUDY PRESENTATION Jan Verlinden Principal Consultant, Insurance Leader Belgium Capgemini Financial Services

The ultimate customer experience: what does it take for your digital distribution strategy to impact customer loyalty?

Reinhardt Schink Head of Market Analysis and Strategy Allianz Deutschland Germany

Managing distribution quality in saturated insurance markets

Manuel Leiria Marketing Director Açoreana-Seguros Portugal

Adapting a multichannel insurance company to a multichannel customer

Antti Huhtala Marketing Director OP-Pohjola Group Finland

Double-digit profitable growth in highly competitive markets

6.C - Digital insurance STUDY PRESENTATION Christophe Angoulvant Senior Partner Roland Berger Strategy Consultants

Leveraging digital technologies in intermediated insurance distribution

Ian Hood Global eBusiness Director RSA Insurance Group UK

Creating a multichannel strategy

Andrea Pezzi Direttore Generale Linear Assicurazioni & Unisalute Italy

‘La Tribu’ Linear: being social, being different

7.C - From traditional distribution to alternative distribution Torsten Butz Innovations Manager Swiss Mobiliar Switzerland

The agent-based distribution model

Christine Theodorovics Head of Business Development Zurich Insurance Group Switzerland

Global distribution strategies in life insurance

See See Ooi Head of Distribution, Regional Office Generali Asia Hong-Kong

The architecture of Mallassurance

8.C - Innovation Raymond van Es Senior VP Strategy and Innovation Aegon Netherlands

Innovative technologies create possibilities

Sebastian Herfurth Managing Director & Co-Founder Friendsurance Germany

Friendsurance as a tool for the insurance sector

Eveline van Baar-Verwijmeren Commercial Manager Avéro Achmea Achmea Netherlands

From traditional distribution model to direct sales strategy

28–30 May 2013 Brussels

THURSDAY 30 MAY 2013 MORNING ROOM A

9.A - New channel and technology for better customer experience Dave Shepherd Head of Frontline Help Barclays UK Retail & Business Bank United Kingdom

How tablet utilisation is enhancing the experience for both customers and colleagues

Anton Graborov Client Service Director BCS Financial Group Russian Federation

Engaging and advising mass-affluent customers with iPads

Kapil Bhatia Manager Digital Marketing and Customer Engagement How is digital technology and customer behaviour changing banking in the Middle East?

Mashreq Bank Abu Dhabi

10.A - Digital store II Nelly Tzakou-Lambropoulou General Manager, Group Head Operations and IT National Bank of Greece Greece

The i-bank store concept, the story so far

Philippine Crommelin-Risch Managing Director Branches Domestic Bank ING Netherlands

ING branches, the importance of a branch network

PANEL DISCUSSION

AFTERNOON

11.A - Next level profitable mobile banking Brian Pearce Senior VP, Head of Retail Mobile Channel and Digital Innovations Wells Fargo USA

Mobility: Wells Fargo’s approach to the mobile revolution

Makoto Shibata Principal Analyst, eBusiness and IT Initiatives Division Bank of Tokyo-Mitsubishi UFJ Japan

Jibun Bank, setting up a new mobile-centric bank: a joint effort of a bank and a MNO

Alessandro Colafranceschi Head of Global Online and Mobile Banking UniCredit Italy

Is mobile banking profitable? Which business model?

12.A ROUND TABLE DISCUSSIONS Best practices and implementation challenges

Informal round table discussions to allow delegates to explore some of the key topics raised during the 3 days of Distribution Week. The aim is to provide an informal yet structured way of sharing ideas to overcome challenges of implementing these in practice.

THURSDAY 30 MAY 2013

www.efma.com/distribution

ROOM B

9.B - Digital channels 2013 STUDY PRESENTATION Philippe Vervloedt Director Exton Consulting France

Digital channels 2013, opus II

Olivier Chédeville Director of Multichannel Strategy Société Générale France

What are the current expectations and levels of satisfaction of digital channels users?

Michal Panowicz Senior Director

Reinventing online channels again: next generation online banking, event-driven CRM, transactional marketing, etc.

mBank Poland

(by videoconference)

10.B - Aligning sales to social media and Facebook banking Gürhan Çam Senior VP - Digital Generation Banking Group DenizBank Turkey

Facebook banking: catching up with the ‘new digital generation’

Sujit Ganguli Senior General Manager Corporate Communications and Brand ICICI Bank India

Banking on Facebook: how to engage with the young audience

Nicolás Moya García-Luján Head of Innovation Bankinter Spain

Building a new portal using social network strategies

11.B - Building a more personal connection with customers across emerging channels David Schurman Executive VP and COO FirstOntario Credit Union Canada

Creating a range of branch delivery models using self-service kiosks and personal automated tellers

Wojciech Bolanowski Managing Director, e-Banking Division PKO Bank Polski Poland

Mobile distribution of money - 4G payments in Poland

Gert Vanhaecht Head of ICT Distribution Channels CRM and Servicing Belfius Belgium

ICT and cross-channel strategies: mobile banking app case study

12.B - From ‘one-format-fits-all’ to tailor-made branch formats Håkan Nordblad CEO Westra Wermlands Sparbank Sweden

Designated branch strategy to drive customer satisfaction and long-term profitability

Irena Čuk General Manager Nova Ljubljanska Banka Slovenia

NLB Bankarn, the heart of the advisory sales approach

PANEL DISCUSSION

28–30 May 2013 Brussels

THURSDAY 30 MAY 2013 MORNING ROOM C

9.C - Bancassurance models I Olivier Sperat-Czar COO Crédit Agricole Assurances France

A new era for the bancassurance model

Alexander Dechent Corporate Development R+V Versicherung Germany

Integrated bank: insurance distribution in the age of digitisation

Tom De Witte Commercial Manager KBC Belgium

Differentiation through smart choice integration

10.C - Bancassurance models II Francesco Pagliano Head of P&C and Protection BNL Gruppo BNP Paribas Italy

Distribution model and product offer: key pillars of success

Pedro Miguel Matos Esperto Marketing Director Millenniumbcp Ageas Portugal

Distribution through partnerships

Caspar van Haaften Bancassurance and Partnerships Director Aviva France

Bancassurance strategies in different markets

AFTERNOON

11.C - CEE perspectives STUDY PRESENTATION Frigyes Schannen Principal Roland Berger Strategy Consultants

Channel efficiency potential in the Central European insurance sector

Virgil Soncutean Chief Sales Officer Allianz Tiriac Romania

Growing in a shrinking market

Yann Ménétrier CEO Groupama Garancia Biztosító Hungary

Selling through different channels

12.C - Postal Financial Services Rudy Moens Director Mail and Retail Services, Retail Network bpost Belgium

Diversification into financial services: the turn to take for a postal operator

Alberto Buttaroni Traditional Mail Marketing Department Responsible Poste Italiane Italy

Multichannel strategy, having the customer the opportunity to choose alternative channel for the same activity

Stefan Kainz Head of Retail Innovation, Strategy and Planning Bawag PSK Austria

What banks can learn from IKEA

CONFERENCE

www.efma.com/distribution

INTERACTIVE WALL See what delegates said last year @Garcia Mauricio: In case of business growth and probably a change in business model, what do you do with branches? In particular space transformation, zoning, etc. is it possible to transform your branches? @Michael: What digital multimedia elements do you have on the new concept? Is it your intention to roll these out across your branch network?

Twitter itt

Efma A App

and uniform across channels (i.e. not only within the branch)? @BNP Paribas mobile: You highlight the volumes of use for remote channels, could you say a word on trends regarding foot traffic at your 2500 branches as customers are increasingly using self-service capabilities?

@all: If customers really become multichannel, how can you make their journey/experience authentic

Branch of the future Paris, 3-4 May 2012

In all countries mobile operators are partnering with retail banks, but in some cases they are also competitors: A1 Bank in Austria. How do you solve the dilemma?

@Nykredit: Is the key change sort about processes or new product ideas?

Digital financial services Paris, 10-11 May 2012

What segments do you think the main target for PFM now? Is it just a feature or do you know how to use it to generate revenue?

#mbanking12 “banking is boring” ...yes, but necessary.

Let’s make it useful and usable. Possibly appealing. #yeswecan #digital

ABN AMRO has developed Facebook like mobile banking. You can send both money and your new baby’s picture to your contacts! #mbanking12

#mbanking12 will the (over) offer of mobile wallets not lead to their death? (Spread of money)

Mobile banking Paris, 5-6 December 2012

“Innovation in mobile banking: Constantly reinventing the mobile banking customer experience” Jordi Guaus, Head of Mobile Payments, e-La Caixa

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 DW App available www.efma.com/app

28–30 May 2013 Brussels

REGISTRATION FORM

Scan me and register online now

DISTRIBUTION WEEK 28–30 May 2013 Brussels 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 27 May 2013. The conference will start with a welcome coffee on Tuesday 28 May 2013 at 8:15 a.m. and will end on Thursday 30 May 2013 around 6:00 p.m.

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 www.radissonblu.com/royalhotel-brussels LANGUAGE All sessions 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 27, Tuesday 28 and Wednesday 29 May at the hotel Radisson Blu Royal. The cost of a single room per night is 189 euros, 209 euros 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 book your accommodation online. The hotel guarantees room availability and price until Saturday 27 April 2013 only. The hotel will automatically bill unoccupied rooms or late cancellations. Other 2 and 3 stars hotels are listed online (on practical information page).

REGISTRATION The registration fee covers participation in the conference, documents, lunches, coffee breaks and dinner on 27 May. 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 14 May 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.

REGISTRATION FEE You can register for 1, 2 or 3 days Tuesday 28 May Wednesday 29 May Thursday 30 May

Registration fee Member fee: Non-member fee:

Monday 27 May I wish to attend the dinner I do not wish to attend the dinner

Two days 1,600.00€ HT

Three days 2,400.00€ HT

(VAT excluded)

(VAT excluded)

(VAT excluded)

1,200.00€ HT

2,400.00€ HT

3,600.00€ HT

(VAT excluded)

(VAT excluded)

(VAT excluded)

One day 800.00€ HT

If you are interested but you cannot attend the conference, ask for the event’s summary at marketing@efma.com 400€ (+ VAT 19.6%) = 478.40€ for Efma Members 600€ (+ VAT 19.6%) = 717.60€ 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: + 33 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