Efma Banking on innovation conference 2013

www.efma.com/innovation

CONFERENCE

BANKING ON INNOVATION Getting to grips with changes in channels, technology and customer behaviour 20–21 June 2013 Barcelona, CaixaForum Best practices in retail financial services, more information on www.efma.com

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CONFERENCE

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BANKING ON INNOVATION Getting to grips with changes in channels, technology and customer behaviour Innovation will determine the future of retail banking: without it, the industry will stagnate and even die. This is why Efma has constantly nurtured innovation for over 40 years, by fostering debate and discussion amongst banking and insurance executives. Innovation is now more vital than ever, as customers increasingly embrace remote channels and social networks.

They are more informed, educated and demanding.

Their benchmarks for all providers (including banks) are the leading internet and mobile companies.

Research commissioned by Efma shows that innovation is increasingly important to banks, both for delivering a superior customer experience and for enhancing channels.

Banks are investing in digital channel innovation, ranging from different mobile payments to online personal financial management and planning.

The Efma global meeting on innovation Since its foundation in 1971, Efma’s mission has been to promote innovation throughout the retail finance sector.

We are therefore proud to announce our second Innovation conference.

The event will be hosted in Barcelona at the renowned CaixaForum building of ‘la Caixa’, which won the award for the world’s most innovative bank at the 2011 Global Banking Innovation Awards.

Key questions What changes are needed within banks?

What is the best way of organising the innovation process?

Banks need to decide who is in charge and define the associated budgets, decision processes, potential partnerships and market tests. How can they generate ideas and incorporate innovation as part of their DNA? What changes are needed within team management and channels? People are the key to success.

What are the best practices in training, motivating,

engaging and incentivising employees? How can labs and spaces be used for experimentation? How can banks integrate innovation effectively within existing channels?

How can they exploit new channels?

What changes need to be made to the customer relationship? How can innovation be used to create the ’wow ’ effect? How can the Internet be leveraged to refocus the customer relationship and how can banks manage the customer dialogue via social media?

Hot topics Some other topics that will be discussed include: How new entrants or existing players could change the rules of the game How banks can communicate their innovation and win market share

The potential impact of innovation on pricing and profit margins Measuring the return on investment

STUDY PRESENTATIONS – Innovation in retail banking 2013 by Finacle from Infosys and Efma – ’Phygital’, the new challenge for retail banks by Kurt Salmon and Efma

20–21 June 2013 Barcelona

THURSDAY 20 JUNE 2013 MORNING

Ramiro Sanchez-Crespo Director Relational Banking e-La Caixa Spain

Innovation as a means of boosting customer-centricity in banks – Customer-centricity in banks: how banks are focusing their multichannel strategy on the customer – Rethinking the ATM according to customer needs – Our experience with NFC interaction and how we improved the customer experience – Innovating with customers. What’s next?

Paul Steenkamp Head FNB Innovators and Employment Branding First National Bank of South Africa South Africa

FNB innovators: protecting and nurturing self-generated innovation – Our definition of innovation, an introduction to Minivations – Innovator champions: why they are important, the champion’s mantra, an overview of their role, who they are, how they are selected, managed and rewarded – The idea management system: why it is important, where it is hosted, how it works – Rewards: the types of rewards on offer and why they are important

Dario Resnati Chief Innovation Officer Securities Services BNP Paribas Italy

The mindshift experience, how we foster innovation at BNP Paribas: changing behaviour – Creativity as an important leadership quality – The mindshift model – Why is it so important? Some unconscious phenomena (attention blindness, perception, models and patterns, intelligence trap, etc.)

– Barriers to change and innovation – How can we manage them? The tools and methodologies we used

Bernardo Crespo Velasco Head of Digital Marketing BBVA Spain and Portugal

Would your ever play with your bank? BBVA game – The foundations: joy and enjoy; genesis of the initiative, starting point insights – The challenge: how to incentivise customers to use online banking service more frequently and intensely – The initial concept and how the BBVA game evolved into what it is today, thanks to the reactions and input of end users – Results, learnings acquired and next steps

Richard Exton Managing Director Transactional Business Commercial and Proposition Barclays Bank United Kingdom

From the lateral thinking 80s, out of the box 90s, to blue sky 00s, to ideation 10s, has innovation always been with us?

– What do we actually mean by innovation?

– Whose job is it?

– Innovation is disruptive: how to build a culture that embraces the disruption – What’s the business case? Is there a business case?

– How do you know if you have been successful?

Inge Bender Koch Senior Vice President Strategy and Planning, Operations Nykredit Denmark

The power of the new Danish digital signature to innovate in processes and customer communication: Nykredit´s learning points – The need for collaboration between lawyers, IT and process engineers – The need to rethink customer touch points: why and how – Resistance at branch level and how to deal with it – The importance of communication and vision to drive the innovation process and acceptance

20–21 June 2013 Barcelona

www.efma.com/innovation AFTERNOON

Anthony Thomson Chairman The Financial Services Forum United Kingdom

2013, the year of innovation in UK banking – Why the UK banking market lacks competition – The drivers of change – The challenges for new entrants – What’s going to change: some observations on innovation

Alan Nance Vice President Technology Transformation Royal Philips Electronics USA

Audacious innovation, positively affecting the lives of a billion people – How the ‘Accelerate!’ programme is transforming Philips in ways unimagined in 122 years – How the digital accelerator is enabling the connected enterprise – Strategy, structure and ambition – A brief example

Robert Mulhall Head of Direct Channels AIB Ireland

Delivering an innovative customer experience through a Digital Store – The Lab (Learn about banking) is AIB’s Digital store, the first of its kind – It is a live research centre where customers receive one-on-one support and advice to learn about new banking technologies – The store showcases digital banking and actively encourages feedback on customer requirements and preferences for future technologies

Gianbattista Piacentini Head of Innovation Business Integrated Solutions UniCredit Italy

The innovation approach at UniCredit – How our model works and is connected with the Group’s banks – Organising innovation by knowing who is involved and who does what: definition of processes and governance model – Engaging our people: the training, culture, communication and tools we provide to our staff – Examples of initiatives: the social innovation community and the innovation thematic sessions

STUDY PRESENTATION

Michael Pearson Senior Retail Banking Adviser Efma & Arnaud Gagnevin Business Development Manager Infosys

Global trends in retail banking innovation – Has there been any recent improvement in innovation performance?

– On which innovations are banks focusing?

– What can we learn from leading innovators?

– What are the regional trends in retail banking innovation?

FRIDAY 21 JUNE 2013 MORNING

Pedro Díaz Yuste Head of Industry Financial Services Google Spain

Mobile and banking – The consumer and the world are already mobile – Multichannel, coexistence of the four screens – The impact of mobile on banking – Strategies and assets to be successful with mobile – Innovation in mobile banking

Frans Falize International Director Dotcom Tesco United Kingdom

Accelerating mobile commerce – Innovation in retailing: how can this improve the customer shopping experience?

– Mobile commerce: what will this look like going forward?

– Customer journey: what do customers want?

– Payment innovations and challenges: educating our customers

Gökay Dede Senior Vice President Alternative Delivery Channels Akbank Turkey

Digital channel innovation: through the customer, for the customer – How to differentiate in mobile, via the customer experience – How to use innovation to create a winning strategy – Creating a social media relationship through innovation

Nilsen Altıntaş Head of HR and Innovation Assistant General Manager TEB BNP Paribas Group Turkey

Innovation: strategic HR imperative – The changing role of HR in companies: a strategic partner, an employee advocate and a change mentor to help business leaders achieve objectives – Holistic approach to innovation: structured and comprehensive innovation management model – TEB innovation management – Open innovation

Peter Vander Auwera Co-Founder of Innotribe Swift Belgium

Open innovation systems, corporate venturing and mavericks at work: is this possible in the financial industry?

– A story about culture change at Swift: how to encourage employees to be more innovative, including giving them a space where they can experiment and fail – Key tools and techniques used by Innotribe, Swift’s innovation initiative: what were the initial triggers for this initiative? What progress has been achieved over the years? What were the challenges encountered?

– What worked and what did not work and needed correction?

– What are the main benefits and metrics used?

– What are the lessons learned?

– Case studies from Swift’s innovation journey

Dario Lombardi Business Development Director Strands Finance Spain

How to increase the loyalty of both merchants and customers – Banks are in a unique position to provide benefits to both merchants and customers – Predictive analytics and software can be used to match merchant incentives with their targeted retail customers – The results will drive loyalty and revenues for banks

www.efma.com/innovation AFTERNOON

Didier Barré Chef de Produit e-wallet Atos Worldline France

How to create a new banking era – The vision: a new SBAB banking era through a unique customer experience – Customer experience and innovation go hand in hand, but is innovation always connected to innovative products?

– Why is it so hard for banks to focus on customer needs, when most other industries have been able to do so?

– How to transform a successful mortgage company into an everyday bank: what are the main challenges?

STUDY PRESENTATION

Jocelyne Amègan Manager Kurt Salmon

Mart Maasik Head of Business Innovation Baltic Division SEB Estonia

‘Phygital’, the new challenge for retail banks – How to digitise physical networks and at the same time introduce more intimacy into digital networks – One-to-one servicing has never been so accessible, but handling big data is still a challenge!

– Reinventing acquisition and retention in a digital world

Diving deep into service design – Service design is trendy, but few organisations actually move beyond pilot projects – Why we (SEB in Baltics) decided to dive deep into service design thinking – First steps in implementing design thinking: training, engagement, change management; old way vs. new way of working – Digital coin jar sample: solution and development process, cooperation with design partners

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 Innovation App available soon www.efma.com/app

20–21 June 2013 Barcelona

SCHEDULE

THURSDAY 20 JUNE 2013

8:15

9:00

9:25

09:50

Welcome coffee and registration Ramiro Sanchez-Crespo e-La Caixa

Paul Steenkamp First National Bank of South Africa

Dario Resnati BNP Paribas

FRIDAY 21 JUNE 2013

8:15

9:00

9:25

9:50

Welcome coffee Pedro Díaz Yuste Google

Frans Falize Tesco

Gökay Dede Akbank

10:15

Questions & answers

10:15

Questions & answers

10:40

Break

10:40

Break

11:10

11:35

12:00

Bernardo Crespo Velasco BBVA

Richard Exton Barclays Bank

Inge Bender Koch Nykredit

11:10

11:35

12:00

Nilsen Altıntaş TEB

Peter Vander Auwera Swift

Dario Lombardi Strands Finance

12:25

Questions & answers

12:25

Questions & answers

12:50

Lunch

12:50

Lunch

14:20

14:45

15:10

Anthony Thomson The Financial Services Forum

Alan Nance Royal Philips Electronics

Robert Mulhall AIB

14:20

14:45

15:10

Didier Barré Atos Worldline

Digital retailing Efma & Kurt Salmon Mart Maasik SEB

15:35

Questions & answers

15:35

Questions & answers

15:55

Break

16:00

Networking & refreshments

16:30

End of conference

16:25

Gianbattista Piacentini UniCredit

16:50

Innovation in retail banking Efma & Finacle from Infosys

17:15

Questions & answers

17:35

End of day one

20–21 June 2013 Barcelona

REGISTRATION FORM

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BANKING ON INNOVATION 20–21 June 2013 Barcelona ATTENDEE’S INFORMATION Mrs.

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PRACTICAL INFORMATION

LOCATION CaixaForum Barcelona Av. Francesc Ferrer i Guàrdia, 6-8 08038 Barcelona, Spain Tel: +34 93 476 86 00 Fax: +34 93 476 86 35 www.efma.com/caixaforum LANGUAGE All sessions will be held in English.

ACCOMMODATION Hotel Fira Palace Barcelona - Av. Rius i Taulet 1-3, 08004 Barcelona, Spain

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 19 and Thursday 20 June 2013 at the hotel Fira Palace Barcelona. The cost of a single room is 125 euros per night, 129 euros for a double room, breakfast included (excluding VAT and city tax).

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 Wednesday 22 May 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 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 6 June 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

PAYMENT

1,600 euros (VAT excluded) for Efma Members 2,400 euros (VAT excluded) for non members 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

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 SOCIAL NETWORKING

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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.

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DATES The conference will begin with a welcome coffee on Thursday 20 June 2013 at 8:15 a.m. and will end on Friday 21 June 2013 around 5:00 p.m.