Efma Affluent banking conference 2013

www.efma.com/affluent

CONFERENCE

AFFLUENT BANKING Developing a new, profitable relationship banking model for the affluent segment 16–17 May 2013 Paris, Concorde La Fayette hotel Best practices in retail financial services, more information on www.efma.com

CONFERENCE

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AFFLUENT BANKING Developing a new, profitable relationship banking model for the affluent segment This is the third year of the Efma Affluent Banking Conference. This segment continues to be attractive to banks in all markets across Europe and beyond. However, it also faces challenges such as new regulations, lower margins but higher customer expectations, the need to revisit organisational structures and service models, and most notably, the need to strengthen the customer relationship.

The conference will be of interest and value to all of those involved in managing or supporting the affluent segment.

It will include presentations and case studies from leading industry figures, as well as panel sessions in which there be time for interactive discussions between delegates and speakers.

Key questions How can retail banks acquire and retain customers more effectively? For acquisition, what role should be played by the branch, employee hunters and gatherers, customer recommendation and endorsement, and pricing and packages? For retention, what techniques and loyalty programmes should banks be using?

How can banks strengthen the customer relationship? An exploration of the new customer servicing and relationship management model.

Success stories from remote relationship management.

How can banks strengthen their advisory strategy?

The training, motivation and reward of affluent banking relationship managers.

Hot topics Some other important key topics that will be discussed include: Achieving the best mix of physical and remote channels Establishing pricing and fee income for affluent customers The impact and management of affluent banking regulations Innovative product and service development for affluent customers

Performance management approaches and techniques for the affluent segment New affluent marketing and communication strategies

STUDY PRESENTATION

Efma Affluent Banking Advisory Council report: major trends and issues in affluent banking A summary of the report of the third series of meetings of the Efma ABAC will be presented at the conference

16–17 May 2013 Paris

THURSDAY 16 MAY 2013 MORNING

Alberto Ridaura Rodríguez Managing Director of Private and Personal Banking Area Banco Santander Spain

The Santander Group’s affluent banking business model – Value proposition – Channels and distribution – Products and services – Commercial structure

Anders Scherlund Head of Private Banking Sweden Nordea Bank Sweden

From personal to personalised relationship banking – Relationship banking in a multichannel context – Personalised yet standardised solutions – Meetings worth sharing

Arnaldo Transirico Head of Personal Banking CEE UniCredit Bank Austria

Acquiring new affluent customers: how to leverage internal and external sources to guarantee sustainable customer-base growth – Acquisition strategies to target the right customer with the right value proposition – Cooperation with internal sources – Cooperation with external sources – Client onboarding

Jacques Sainctavit Head of Group Strategic Analysis Crédit Agricole France

Affluent client management in a fast changing European banking market - Background on Credit Agricole - The changing needs of European affluent customers - Developing a new relationship model for affluent banking

Eva Devics Head of Retail Products and Premium Banking Business Raiffeisen Bank Hungary

Understanding and responding to the changing demands of affluent customers in CEE – New trends in product development – New trends in service models – Key challenges and possible solutions during this phase

Gareth Griffiths Head of Premier Proposition UK HSBC Bank United Kingdom

Making relationship management relevant again - The relationship management model - The economics of the relationship management model - Contact strategy - Making dreams and aspirations a reality

16–17 May 2013 Paris

www.efma.com/affluent AFTERNOON

Riccardo Renna Head of Marketing Strategy Banca Monte dei Paschi di Siena Italy

Affluent segment: moving to the next level – MPS Group affluent segment strategy and key figures – Value-based advisory services and a total quality approach – What is the next level?

Mateusz Gołąb Managing Director Head of Affluent Banking Bank Pekao Poland

Developing key elements in affluent banking strategy – Advantages in customer acquisition from being a market leader – How competitors are using pricing and segmentation to try and acquire customers – Retention process, tools and strategy – Loyalty programme value in the retention process – Key learnings

Deniz Devrim Cengiz Director of Alternative Delivery Channels TEB Turkey

The future role of mobile and online channels in affluent banking – The digital revolution is affecting the behaviour of affluent customers, now they are SOcial, LOcal and MObile – Successfully engaging affluent customers with SOLOMO – Remote relationship as an efficient way of doing business

Noemi Berta Senior Marketing Manager Affluent Segment K&H Bank Hungary

Developing a new service and advisory model for affluent customers – How to serve premium banking customers in Hungary: service models, loyalty programmes, products – The new customer servicing and relationship management model: remote relationship management – Advisory model – Training, motivating and rewarding affluent relationship managers

Adrian Lim Head of Strategic Projects and Business Planning National Bank of Abu Dhabi United Arab Emirates

Targeting the affluent customer in the United Arab Emirates – Market size of the affluent segment in the UAE – Key characteristics of the affluent customer segment in the UAE – Success factors in defining a segment offering – Differentiated distribution and delivery model strategies to reach the customers – Future direction driving the affluent business model

FRIDAY 17 MAY 2013 MORNING

Anna Giordano Head of Mortgage Portfolio Management UniCredit Italy

Enhancing customer value through professional mortgage portfolio advice – How to address the new scenario?

– Building a dedicated customer-centric approach – Boosting growth through product optimization – What’s the future of mortgage advisory services?

Aldo Scardino Executive Head Wealth Management Bank of Valletta Malta

The Bank of Valletta approach to affluent banking and wealth management - Background on Malta and the Bank of Valletta - The importance of branding and customer centricity - Developing a wealth management strategy for the affluent segment

Stergios Zlatanos Affluent Banking Manager Piraeus Bank Greece

Personal financial management: a more holistic way to service affluent customers – Starting from the very basics of personal finance – A service-based approach to customer development

Doaa Zaki Head of Affluent Certified Wealth Manager Bank Audi sae Egypt

An insight into affluent banking on the Egyptian market – Background of the Egyptian affluent banking market – Market segmentation – Value propositions and competitive platform – Egyptian customers’ preferences – Marketing strategies and selling techniques: success stories – Staff training and accreditation

Sébastien Billot Member of Senior Management Head of Personal Banking Crédit Agricole Suisse Switzerland

What strategy for the affluent segment within a private banking entity?

– Positioning and organisation of this segment in the private banking business – What type of ‘marketing mix’ for this segment, especially as regards products and pricing?

– What strategy for this segment: exit, retain or invest?

www.efma.com/affluent AFTERNOON

Péter Haás Director of Wealth and Investment Management OTP Bank Hungary

Building a comprehensive affluent business model within the CEE region – Segmentation-based differentiation within service models and value propositions – Affluent and private banking business harmonisation – Different approaches to become a successful market player

Domagoj Petrinović Executive Director Affluent Banking Hypo Alpe-Adria-Bank Croatia

Hypo Advisory Banking as a business model for affluent customers – Establishing proper advisory capacity – Advisory banking services as a core element of the affluent customer relationship – Finding the right customer segmentation – Value proposition and advisory approach

STUDY PRESENTATION

John Kirkbright Senior Retail Banking Adviser Chairman Banking Advisory Councils Efma United Kingdom

Efma Affluent Banking Advisory Council report: major trends and issues in affluent banking – Customer relationship: acquisition and retention, the customer experience and financial literacy – New strategies: pricing, products, segmentation and growth – Different banking and distribution models – Pros and cons of remote and face-to-face advisory models

16–17 May 2013 Paris

SCHEDULE

THURSDAY 16 MAY 2013

FRIDAY 17 MAY 2013

8:15

Welcome coffee and registration

8:15

Welcome coffee

9:00

Alberto Ridaura Rodríguez Banco Santander

9:00

Anna Giordano UniCredit

9:30

Anders Scherlund Nordea Bank

9:30

Aldo Scardino Bank of Valletta

10:00

Arnaldo Transirico UniCredit Bank Austria

10:00

Stergios Zlatanos Piraeus Bank

10:30

Questions & answers

10:30

Questions & answers

10:50

Break

10:50

Break

11:20

Jacques Sainctavit Crédit Agricole

11:20

Doaa Zaki Bank Audi sae

11:50

Eva Devics Raiffeisen Bank

11:50

Sébastien Billot Crédit Agricole Suisse

12:20

Gareth Griffiths HSBC Bank

12:20

Questions & answers

12:50

Questions & answers

12:40

Lunch

13:10

Lunch

14:10

Péter Haás OTP Bank

14:40

Riccardo Renna Banca MPS

14:40

Domagoj Petrinović Hypo Alpe-Adria-Bank

15:10

Mateusz Gołąb Bank Pekao

15:10

Study presentation Efma Affluent Banking Advisory Council

15:40

Deniz Devrim Cengiz TEB

15:40

Questions & answers

16:10

Questions & answers

16:00

Refreshments

16:30

Break

16:30

End of conference

17:00

Noemi Berta K&H Bank

17:30

Adrian Lim National Bank of Abu Dhabi

18:00

Questions & answers

18:15

End of day one

16–17 May 2013 Paris

REGISTRATION FORM

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AFFLUENT BANKING 16–17 May 2013 Paris ATTENDEE’S INFORMATION Mrs.

Ms

Mr. / First name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Last name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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

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

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

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

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

PRACTICAL INFORMATION DATES The conference will begin with a welcome coffee on Thursday 16 May 2013 at 8:15 a.m. and will end on Friday 17 May 2013 around 4:30 p.m.

LOCATION Concorde La Fayette hotel 3, Place du Général Kœnig 75017 Paris, France Tel:+33 1 40 68 50 68, Fax:+33 1 40 68 50 43 www.concorde-lafayette.com/en 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 Wednesday 15 May and Thursday 16 May 2013 at the Concorde La Fayette hotel.

The cost of a single room per night is 190 euros, 210 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 download an accommodation booking form. To book your room, please complete and return this form to the hotel until Sunday 14 April 2013.

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

REGISTRATION FEE

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 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 Thursday 2 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.

PAYMENT

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

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

All registrations are strictly individual.

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 Card n° Expiry date

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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

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