Efma 41st Congress

www.efma.com/congress

CONFERENCE

41ST EFMA CONGRESS MULTIDISTRIBUTION The long march towards multidistribution 17–18 October 2013 Paris, Concorde Opéra Paris hotel Best practices in retail financial services, more information on www.efma.com

CONFERENCE

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41ST EFMA CONGRESS: MULTIDISTRIBUTION The long march towards multidistribution Banks have already made progress towards developing a distribution strategy in which different channels are closely integrated. However, true multichannel distribution is hard to achieve and requires significant long-term investment.

But if banks do manage to achieve the ideal multidistribution approach, what benefits or ROI can they expect?

There is no easy answer. However, the Efma Congress is the one place where you can count on keeping abreast of the latest thoughts, best practices and ideas! Come and be challenged, stimulated and encouraged by a wide range of leading industry figures with unparalleled experience in this area.

STUDY PRESENTATIONS

Results from the following reports will be presented during the Efma Congress: – Efma Multichannel survey 2013: a look at multichannel developments in retail banking – Banking in a digital world: entering the next level a joint Efma and A.T. Kearney study

Key questions Why is there a need for change and how will it happen? What are the keys to building a sustainable retail banking business? What impact will new channels and new strategies have and how will the role of traditional channels change?

How are banks moving towards multidistribution?

What are the main challenges facing banks? What are the best multidistribution strategies? Delegates will hear from various banks about the innovative and transformational approaches that they have adopted.

What role will the customer play? The importance of the customer has been highlighted in recent years but how can a customer-centric approach form part of a feasible multichannel strategy? How can banks build relationships through the different types of channels and maintain a consistent customer experience across all of them?

Hot topics Some other key topics that will be discussed include: Reconciling and capitalising on the different approaches of digital and physical channels Measuring the impact of digital channels Channel trends in emerging markets

Boosting sales through different channels The latest innovations and channel developments Campaign management using multiple channels

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17–18 October 2013 Paris

THURSDAY 17 OCTOBER 2013 MORNING

Hans van der Noordaa (Chairman of Efma) Member of the Board and CEO Banking Benelux ING Bank Netherlands

Building a sustainable retail banking business – Why do we need banks?

– Banking industry changes – Building trust – The customer perspective

Javier de Antonio Horcajo Responsable Unidad Estrategia de Canales Santander Spain

Putting the customer at the centre of a multichannel strategy – Background on Santander – Letting customers choose how they deal with you – The importance of new direct channels – The future role of Santander’s branches

José Olalla Hevia Global Head of Multichannel Strategy BBVA Spain

The multichannel journey: the next day – The challenge of a multichannel experience – Covering the end-to-end customer journey – How to engage customers in digital channels – How to measure the impact: net promoter score

STUDY PRESENTATION Banking in a digital world: entering the next level – More than a fitness programme: the need for change – From branch-centric to multi-touch point banking – The fundamental impact of digitisation

Andreas Pratz Partner A.T. Kearney

Didier Moaté Head of Retail Banking La Banque Postale France

La Banque Postale: a history, values, a brand – Multichannel distribution: a prerequisite to facilitate and enhance the customer experience – A combination of several business lines as a source of numerous opportunities – Non-financial services to enhance loyalty and satisfaction – A wide range of customers, treated differently – An industrialised, but nonetheless increasingly customer-intimate relationship

Ronan Le Moal Chief Executive Officer Crédit Mutuel Arkéa France

The future of online banking in Europe – From online brokerage to online banking – Winning business models – Physical vs. digital channels: true or false competition?

Gianluca Finistauri Global Head of Multichannel and CRM UniCredit Group Italy

Approaching omnichannel sales in a branch-based bank – Key market trends and the impact on multichannel banking developments – Engaging customers and driving sales over direct channels: the mobile impact – From sales push to multichannel pull: the new listen and sell marketing paradigm – The cultural and organisational changes needed to ensure the successful integration of branch and direct channels at an incumbent branch-based bank

17–18 October 2013 Paris

www.efma.com/congress AFTERNOON

Laura Furlan Head of Transactional Products Retail Marketing Intesa Sanpaolo Italy

Intesa Sanpaolo’s multichannel ‘integrated’ approach – ‘Superflash’: driving a multichannel customer experience to boost customer interaction and sales across all channels – An innovative approach: Move and Pay – An example of a multichannel approach: the ‘Banca Estesa’ branches

Gülben Yagcı Digital Marketing and Web Senior Manager TEB BNP Paribas Group Turkey

Banking on a digital revolution – Being where the customer is... four screens of life – Innovation is the key to attracting early adaptors – How mobile banking is changing customer behaviour – Using personal financial management to increase customer loyalty – Positioning remote channels as a new sales force

Christian Reichmayr Head of Multichannel Management HypoVereinsbank UniCredit Group Germany

Multichannel @ UniCredit Germany – The customer journey and the need for integrated channels – Transforming a branch into a multichannel bank – How to manage new channels, technologies and business models – Video advice: technology or channel?

Eric Mackor Head of Channel Development ABN AMRO Bank Netherlands

Online personalised services and sales – New techniques to facilitate non-branch customer interaction – From call centre to remote advice centre – Defining your optimal branch and CCC footprint based on a customer interaction model – Cross-channel banking requires different skills and advisor selection methods

Ambar Brahmachary Senior Vice President Head of Marketing and Customer Experience Mashreq Bank United Arab Emirates

Innovating the retail bank... Using channel to redefine engagement – The importance of innovation in channel development – Delivering your value proposition, service and profitability through a multichannel strategy – Convenience and simplicity: Mashreq Max – Where does mobile fit? Mashreq Snapp, an innovative new smart phone application

SURVEY PRESENTATION

John Kirkbright Senior Retail Banking Adviser Director Retail Banking Advisory Council Efma

Highlights from the Efma Multichannel survey 2013 – What level of multichannel integration do banks have?

– The changing mix of sales by channel – What are the biggest challenges that banks face delivering an excellent multichannel customer experience?

FRIDAY 18 OCTOBER 2013 MORNING

Ben Green Head of Mobile and Payments Santander United Kingdom

Why might customers want a truly multichannel offering?

Lodovico Mazzolin Head of Retail Banking Banca Monte dei Paschi di Siena Italy

From a salesforce-driven bank to a multichannel marketing bank – The multichannel marketing bank challenge for a regional bank – Accurate segmentation, targeting and positioning as the key levers – Boosting sales through direct marketing and efficient campaign management – What is the right price?

– Key success factors and how to manage in a downturn

Elisabeth Rizzotti Head of Direct Channels and Communication UBI Banca Italy

Inter-channel banking: the right way to meet growing customer needs – New customer touch points: more ’always on’ – Internet and mobile banking disrupt banking behaviour – Meeting growing needs: the end of the ’one-size-fits-all’ era

Des Crowley Chief Executive Bank of Ireland United Kingdom

Challenger bank strategy in a mature market – Leveraging the post-office brand and position of trust – Branch or multichannel – Customer-centric or product-led?

– Creating a differentiated position – Delivering acceptable shareholder returns

Mats Torstendahl Executive Vice President and Head of Retail Banking SEB Sweden

The multichannel experience and modern relationship banking – Linking customer value to customer interactions – Implementing the multichannel experience – Sales enhancement through optimisation of customer interactions – Multichannel experience and operational efficiency

József Nyíri Founder and Chief Innovator IND Group Germany

Multichannel Banking: engaging digital customers – How to satisfy customers with multiple needs – Models to boost online sales – Mobile Banking 2.0 – what’s next?

www.efma.com/congress AFTERNOON

Sarvesh Sarup Head of Retail Banking Group Abu Dhabi Islamic Bank United Arab Emirates

Banking as it should be: the ADIB approach to multichannel banking – Background on ADIB – Understanding Islamic banking – Providing ease and convenience to customers – The future role of physical branches

Ellen Pløger Head of Customer Interaction Nordea Bank Denmark

Multichannel relationship banking – Building relationships through physical as well as digital channels – Ensuring a coherent customer experience across channels – Optimising the channel mix to meet changing customer behaviour

Michal Hucal Deputy CEO Product Development Responsible Alior Bank Poland

Multichannel management or simply a different strategy and customers for each channel?

– Channel usage trends and customer expectations – A consistent marketing strategy: integrated customer brand experience – The reality of business results: life-cycle of sales and service channels – What way? As always: be sharp but clever

Michal Panowicz Senior Director Project New mBank, Client Lab BRE Bank Poland

New mBank: developing a new approach to multichannel banking – Completely re-inventing all electronic channels – 10 innovations in one go – From revamped core scenarios to early-mover video banking, transactional marketing and gamification – Building an integrated new electronic channel experience for customers – Transactional marketing as an extension of the banking business model – Implementing the necessary cultural and organisational changes

Kyriakos Xydis Executive Vice President Retail Distribution Bancpost Romania

Multichannel integration in campaign management – The new challenge: how not to get lost navigating the increasing number of communication channels – Understanding channel strengths and building synergies – How to put customer data to work for sustained business growth – Customers are not equal: the challenge of personalisation and compelling communication – The role of campaign management in deepening customer relationships, increasing revenues and boosting loyalty

17–18 October 2013 Paris

SCHEDULE

THURSDAY 17 OCTOBER 2013 8:15 9:00 9:20 9:40

Welcome coffee and registration Hans van der Noordaa ING Bank

Javier de Antonio Horcajo Santander

José Olalla Hevia BBVA

FRIDAY 18 OCTOBER 2013 8:15 9:00 9:20 9:40

Welcome coffee Ben Green Santander

Lodovico Mazzolin Banca Monte dei Paschi di Siena

Elisabeth Rizzotti UBI Banca

10:00

Questions and answers

10:00

Questions and answers

10:25

Break

10:25

Break

10:55

Banking in a digital worrld Efma & A.T. Kearney

10:55

11:15 11:35 11:55

Didier Moaté La Banque Postale

Ronan Le Moal Crédit Mutuel Arkéa

Gianluca Finistauri UniCredit Group

11:15 11:35

12:45

Lunch

13:50

14:35 14:55

Gülben Yagcı TEB

Christian Reichmayr HypoVereinsbank

14:10 14:30

15:40

Break

15:45

16:30 16:50

Ambar Brahmachary Mashreq Bank

Multichannel survey 2013 Efma

17:10

Questions and answers

17:35

End of day one

Sarvesh Sarup Abu Dhabi Islamic Bank

Ellen Pløger Nordea Bank

Michal Hucal Alior Bank

Break

15:15

ABN AMRO Bank

IND Group

Questions and answers

Questions and answers

Eric Mackor

József Nyíri

14:50

15:15

16:10

SEB

Lunch

12:20

Intesa Sanpaolo

Mats Torstendahl

Questions and answers

Questions and answers

Laura Furlan

Bank of Ireland

11:55

12:15

14:15

Des Crowley

16:05

Michal Panowicz BRE Bank

Kyriakos Xydis Bancpost

16:25

Questions and answers

16:35

End of the Efma Congress

17–18 October 2013 Paris

REGISTRATION FORM

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41ST EFMA CONGRESS: MULTIDISTRIBUTION 17–18 October 2013 Paris ATTENDEE’S INFORMATION Mrs.

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

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

PRACTICAL INFORMATION DATES The Congress will begin with a welcome coffee on Thursday 17 October 2013 at 8:15 a.m. and will end on Friday 18 October 2013 at around 5 p.m.

LOCATION Concorde Opéra Paris hotel 108 rue Saint Lazare 75008 Paris, France Tel: +33 1 40 08 44 44 Fax: +33 1 42 93 01 20 operaparis.concorde-hotels.com/en LANGUAGE Simultaneous translation in English and French will be provided during the sessions.

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 16 and Thursday 17 October 2013 at the Concorde Opéra Paris hotel. The cost of a single room per night is 220 euros, 240 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 Thursday 15 August 2013. After this date the hotel cannot guarantee either room availability or prices.

The hotel will automatically bill unoccupied rooms or late cancellations. If you look for more affordable accommodation, other 3 stars hotels are listed online.

PAYMENT

1,600 euros + VAT 19.6 % = 1,913.60 euros for Efma Members 2,400 euros + VAT 19.6 % = 2,870.40 euros for non members All registrations are strictly individual.

If you are interested but you cannot attend the Efma Congress, 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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CANCELLATION All cancellations must be received in writing.

A 20% cancellation fee will be charged for all cancellations received on or before Thursday 3 October 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.

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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 DATE

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Efma App

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

REGISTRATION FEE

REGISTRATION The registration fee covers participation in the Congress, 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.