Efma Sales and Service 2013

www.efma.com/sales

CONFERENCE

SALES AND SERVICE Driving superior sales and service performance in a cost-reduction environment 21-22 November 2013 Madrid, The Westin Palace Best practices in retail financial services, more information on www.efma.com

CONFERENCE

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SALES AND SERVICE Driving superior sales and service performance in a cost-reduction environment This is the second year of the Efma Sales and service conference. There is a continuing emphasis on reducing costs in most financial institutions. However this has helped to highlight the vital role played by sales and service if retail banks are to achieve and sustain reasonable levels of profitability. Indeed, strong sales must be underpinned by a reliable, high quality service: this is at the very heart

of a more customer-centric approach. The conference will include presentations from leading industry experts and two interactive sessions on ‘practical steps to delivering sales and service excellence’. There will also be workshop sessions on how to radically improve sales and service performance, and presentations of recent survey findings.

Highlight of the conference Interactive sessions: join two interactive discussion groups devoted to sharing best practice and insights on sales and service success and implementing what has been learnt at this conference. The discussions will provide delegates with an opportunity to share experiences and learn from each other’s strategic and practical insights.

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Offsite visits: during a visit to the BBVA innovation centre on Friday morning participants will have the opportunity to discover the latest technology and approaches that BBVA is developing to increase sales and build deeper customer connections.

Key questions How can banks improve sales? Best practices and new approaches (including new sales performance management systems), selling through remote channels, driving down the cost of sales.

How can customer service be enhanced?

Creating a customer DNA culture and an integrated and emotional customer experience. Customer charters

and service guarantees. The best approaches to customer complaint handling.

How can employees make a real difference? Boosting the performance levels of your staff. How to provide high quality support to sales and service staff. New approaches to pay, motivation and rewards and their relation to sales and service, training and performance management.

Hot topics Some other important key topics that will be discussed include: Developing an integrated and balanced approach to sales and service Targeting and measuring sales, service and customer experience

Developing an effective sales and service performance dashboard Managing and responding to regulatory changes Lessons from other industries

STUDY PRESENTATION

Hear new research findings backed up by real case studies on how to implement critical change and innovation in your own organisation: Retail banking in CEE: CRM and campaign management

by Efma and Roland Berger

21-22 November 2013 Madrid

SCHEDULE

www.efma.com/sales

SALES AND SERVICE

Thursday 21 November 8:15

Welcome coffee & registration

9:00

Creating customer centricity in a digital world Michael Koutstaal, Executive Director Sales & Service Direct ING Domestic Bank, Netherlands

9:25

Organization and process best practice approaches at Banco Espírito Santo Paulo Nelson Carvalho Jesus, Head Organization and Quality Department Banco Espírito Santo, Portugal

9:50

Questions and answers

10:05

Networking break and refreshments

10:35

Challenges ahead!

Thomas Gatter, Regional Manager CEE UniCredit Bank, Austria

11:00

Customer service Emel Temuçin, Director of Self Service Banking and Cross Channel Coordination Yapi Kredi Bankasi, Turkey

11:25

Questions and answers

11:40

Interactive session: Sharing best practice and insights on sales and service success Joe Liddane, Managing Director Setanta Performance International, United Kingdom

12:35

Lunch

14:05

Enhanced customer experience and sales leadership Murat Höke, Business Development and Customer Experience Director TEB, Turkey

14:30

Developing a winning service model in sales management Serdal Türkmen, Head of Retail Banking Sales Management Akbank, Turkey

14:55

Questions and answers

15:10

Networking break and refreshments

15:40

Study presentation: The secrets of efficient campaigns in CEE retail banking Frigyes Schannen, Principal and Managing Director Roland Berger, Hungary

16:05

Questions and answers

16:15

Workshop session: Learning and training practices for improving sales and service performance management Mario Scazzosi, Project Leader in Managerial Learning & Roberto Battaglia, Head of Group Learning Department Intesa Sanpaolo, Italy

18:00

End of day one

21–22 November 2013, Madrid

SCHEDULE

www.efma.com/sales

SALES AND SERVICE

Friday 22 November 9:00

Bus transfer

9:30

Offsite visit to BBVA innovation centre and sales and service innovation centre David Martin de Nascimento, Innovation Content Manager BBVA, Spain

10:30

Bus transfer

11:00

Networking break and refreshments

11:30

Next generation relationship banking Torben Laustsen, Deputy Head of Banking Denmark Nordea Bank, Denmark

11:55

From tellers and sellers to advisors Irena ÄŒuk, General Manager Nova Ljubljanska Banka, Slovenia

12:20

Serving high-value customers via remote management units Rodrigo Kuri Salas, Managing Director Business Development and Multichannel Strategy Santander, Spain

12:45

Questions and answers

13:05

Lunch

14:30

Centralising sales functions Andreas Steininger, Head of Sales Deutsche Postbank, Germany

14:55

Achieving success through self-motivation Paul Gauci, Executive Head, Training Centre Bank of Valletta, Malta

15:20

Questions and answers

15:35

Interactive session: Implementing what we have learnt at this conference Joe Liddane, Managing Director Setanta Performance International, United Kingdom

16:20

Refreshments

16:30

End of the conference

21–22 November 2013, Madrid

REGISTRATION FORM

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SALES AND SERVICE 21-22 November 2013 Madrid 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 21 November 2013 at 8:15 a.m. and will end on Friday 22 November 2013 around 5:30 p.m.

LOCATION The Westin Palace Madrid Plaza de las Cortes 7, 28014 Madrid, Spain Tel: +34 91 360 80 00 www.westinpalacemadrid.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 Wednesday 20 and Thursday 21 November 2013 at The Westin Palace Madrid. The cost of a single or double room per night is 200 euros, breakfast included (excluding VAT).

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 19 October 2013. The hotel will automatically bill unoccupied rooms or late cancellations.

REGISTRATION The registration fee covers participation in the conference, documents, lunches, coffee breaks and visits. 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 7 November 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

REGISTRATION FEE 1,600 euros (VAT excluded) for representatives of Efma member institutions.

2,400 euros (VAT excluded) for representatives of non-member institutions.

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

All registrations are strictly individual.

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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

Expiry date