Efma Study tour in Turkey 2013

www.efma.com/studytour

TURKEY STUDY TOUR 2013 Innovation on the move – the world’s retail banking future is launching in Turkey

7-11 October 2013, Istanbul Mövenpick hotel Best practices in retail financial services, more information on www.efma.com

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TURKEY STUDY TOUR 2013 Innovation on the move– the world’s retail banking future is launching in Turkey Innovation will determine the future of retail banking: without it, the industry will stagnate and even die.

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

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 well-informed, educated and demanding.

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 various mobile payment solutions to online personal financial management and planning.

Turkey study tour concept Efma is pleased to present a brand new study tour project. The main goal is to organise a different, value-added event on the premises of the most innovative banks in Europe, if not in the world, and to give participants the opportunity to see and “touch“ these innovations and obtain a deeper overview of their implementation, processes and even preliminary results.

As Turkish banking players are considered to be innovation leaders, Efma has decided to organise this exclusive event in Istanbul in the offices of leading Turkish banks around the key theme of “Innovation on the move“.

Key questions & hot topics: What are the key elements of innovation leadership?

How can banks leverage innovation for different segments?

Is it possible to drive multichannel innovation at the same time?

–How to prioritize channel innovation?

What will be the future branch role and concept?

–Is it important to have a flagship branch? How should it be designed?

–What are the different approaches to branch innovation?

How to focus and implement payment innovation?

How to involve the different stakeholders (customers, suppliers and employees) in the innovation process?

How to transform digital channels into a key salesforce?

What are the primary drivers and KPIs of successful innovation?

Best case practices and lessons learned from innovation leaders in the Turkish banking sector.

www.efma.com/studytour

Speakers Peppers & Rogers Çağlar Göğüş Managing Partner FSI EMEA

Isbank

Yalcin Sezen Deputy Chief Executive Officer, Head of Retail and Private Banking Oguz Taner Okutan Affluent and Mass Affluent Segment Manager Ceren Sayar Assistant Manager Alternative Delivery Channels Division

Akbank

Orkun Oguz Executive Vice President Direct Banking Sarp Demiray Senior Vice President, Head of Product and Channel Development

ING Bank

Burcu Ak Senior Vice President, Head of Deposit and Investment Products Management Barbaros Uygun Executive Vice President, Retail Banking Marketing, Sales and ADC Ozan Kirmizi Senior Vice President, Retail Banking Sales Yücel Ölçer Senior Vice President, Strategic Business Partnership and Payment Systems

Odeabank

Asil Okan Head of Direct Banking Tayfun Kucuk Chief Technology Officer

TEB

Deniz Devrim Cengiz Director of Alternative Delivery Channels Nazim Erdogan Internet and Mobile Senior Marketing Manager Gökhan Mendi EVP, Head of Retail and Private Banking

BKM

Soner Canko CEO Cenk Temiz Director Strategy and Economic Analysis

Denizbank Gürhan Çam Senior Vice President, Digital Generation Banking Group Oğuzhan Özark Senior Vice President, Head of Innovative Branch Concepts

7-11 October 2013 Istanbul

SCHeDULe TUESDAY 8 OCTOBER 2013

7:30

Kick-off breakfast briefing Efma & Peppers & Rogers

Morning with Isbank

WEDNESDAY 9 OCTOBER 2013

7:30

Breakfast briefing Efma

Morning with ING Bank

9:00

Transfer to Isbank

8:30

Transfer to ING Bank

9:30

Isbank hosted morning session

9:30

ING Bank hosted morning session

Channel innovation – a market pioneer

13:00

Isbank hosted lunch

Afternoon with Akbank

Making customer’s life easier; simple but innovative products and processes 13:00

ING Bank hosted lunch

Afternoon with Denizbank

14:00

Transfer to Akbank

14:30

Transfer to Denizbank

14:30

Akbank hosted afternoon session

15:00

Denizbank hosted afternoon session

Leveraging remote channels for affluent and SME segments 18:00

Akbank hosted VIP dinner

20:30

End Day 1

New generation distribution channels beyond the scope of digitalisation 17:30

Optional Istanbul sightseeing + coffee in the city centre Blue Mosque and Hagia Sofia guided tour

20:00

Efma hosted dinner

22:00

End Day 2

www.efma.com/studytour THURSDAY 10 OCTOBER 2013

7:30

Breakfast briefing

FRIDAY 11 OCTOBER 2013

7:30

Efma

Morning with Odeabank

Breakfast briefing Efma

Morning with TEB

8:30

Transfer to Odeabank

8:15

Transfer to TEB

9:00

Odeabank hosted morning session

9:00

TEB hosted morning session

A leading bank that has built its success and strategy on its branch concept 12:30

Odeabank hosted lunch

Digital revolution for banking

13:00

TEB hosted lunch

14:00

Official closing and Turkey study tour summing-up

Afternoon with BKM

Efma 14:00

Transfer to MĂśvenpick hotel

14:30

BKM hosted afternoon think-tank session

15:00

Technological breakthrough in the Turkish payment systems industry & BKM’s role 17:00

Efma roundtable discussion

Return to hotel

Afternoon 15:30

Optional organised Istanbul sightseeing Cruise on Bosphorus

20:00

VeriPark hosted VIP cocktail party

23:00

End Day 3

18:30

End Turkey study tour

7-11 October 2013 Istanbul

programme

TUESDAY 8 OCTOBER 2013 Kick-off breakfast briefing Meet in Mövenpick hotel restaurant 7:30 Welcome breakfast and registration 8:00 Turkey study tour 2013 official opening & introduction

Lukas Dzuroska Key Account Manager CEE, CIS, Nordics and SEE Efma

Lubomir Olach Head of International Business Development Efma 8:15 Predictions & practical perspectives for next 10 years

Çağlar Göğüş, Managing Partner, FSI EMEA Peppers & Rogers Turkey 8:35 Q&A

Morning with Isbank Isbank offices Channel Innovation – a market pioneer 9:00 Transfer to Isbank

Meet in Mövenpick hotel lobby at 8:55 – short walk to Isbank head office 9:30 Introduction 9:40 Presentation of Isbank channel innovation Isbank overview – market pioneer Isbank’s distribution network Core topic: mobile banking Mobile banking app demonstration 10:15 Discussion: mobile banking & future of the branch 11:15 Break 11:30 Isbank innovations, visit & demonstration Cardless ATM cash withdrawals using a QR code and finger vein authentication Utility bill payment and online/in-store payment by QR code via mobile banking Internet banking and ATM sales platform FX cash transactions at ATMs 13:00 Isbank hosted lunch

Afternoon with Akbank Akbank offices Leveraging remote channels for affluent and SME segments 13:55 Meet in Isbank lobby – short walk to Akbank head office 14:00 Transfer from Isbank to Akbank 14:30 Introduction

www.efma.com/studytour

14:40 Akbank’s presentation How to offer a multichannel seamless service for the affluent segment How to serve the SME segment leveraging both call centers and digital channels How to leverage remote portfolio management for focused products – stock market services as an example Branch and call centers integration using video technology How to support customers on remote channels to create a superior customer experience 15:15 Discussion: opportunities and emerging technologies in remote customer management 16:15 Break 16:30 Akbank innovations, visit & demonstration Akbank’s Zorlu branch or Esentepe branch visit Transfer by bus – around 15-20 minutes from Akbank’s headquarters 18:00 Akbank hosted dinner

Transfer by bus - around 15-20 minutes from Akbank´s branch

WEDNESDAY 9 OCTOBER 2013 Breakfast briefing Day 2 7:30 Meet in the breakfast area 8:00 Day 2 agenda and schedule presentation

Lukas Dzuroska Key Account Manager CEE, CIS, Nordics and SEE Efma 8:10 Q&A

Morning with ING Bank ING Bank offices Making customer’s life easier; simple but innovative products and processes 8:30 Transfer to ING bank Bakiröy branch

Meet in Mövenpick hotel lobby at 8:25 9:00 Introduction 9:10 First variable rate savings account in Turkey: ING Orange Account The uniqueness of the product and launch conditions Historical trend and the competition response Q&A 9:50 Developing innovative distribution channels - Migros Supermarket Convenient and innovative solution that enables customers to apply for and receive loans anytime including evenings and weekends · Leading integrated technology in order to meet the demands of the customers instantly Q&A

7-11 October 2013 Istanbul

programme

10:30 Break 10:50 New branch concept presentation Why is it needed?

Successful outcomes Q&A 11:30 ING Bank innovations, visit & demonstration ING new branch concept visit 12:00 Lunch at the branch (Lunch box) 13:00 Departure from the branch & arrival to Bakırköy Migros

Transfer by bus 13:30 Bakırköy Migros Supermarket visit (until 14:15)

Afternoon with Denizbank Denizbank training centre New generation distribution channels beyond the scope of digitalisation 14:30 Transfer to Denizbank 15:00 Introduction 15:10 Presentation of Denizbank distribution channels Not the Banks theirselves but almost „Customers“ do open the Branches: New Generation Branch Facebook Onsite sollutions for changing customer needs on mobile platforms: Catching up the real „mobility“ Conducting customer behaviors on digital environments: Gamification Collaboration approach on not-bankable channels 17:00 Break

17:30 Optional Istanbul sightseeing + coffee in the city centre

20:00 22:00

Transfer to Blue Mosque and Hagia Sofia Organised Blue Mosque and Hagia Sofia tour with a private guide Efma hosted dinner End of Day 2

www.efma.com/studytour

THURSDAY 10 OCTOBER 2013 Breakfast briefing Day 3 7:30 Meet in the breakfast area 8:00 Day 3 agenda and schedule presentation

Lukas Dzuroska Key Account Manager CEE, CIS, Nordics and SEE Efma 8:15 Q&A

Morning with Odeabank Odeabank offices A leading bank that has built its success and strategy on its branch concept A unique experience at Odeabank for both employees and customers 8:30 Transfer to Odeabank 9:00 Introduction 9:10 Odeabank’s branch innovation presentation Direct banking capabilities 24/7 self-service area Digital signage infrastructure and Hi-tech waiting area Paperless and eco-friendly environment and efficient business processes Unified communication infrastructure (video calls for all employees both via IP Phones and touchscreen all-in-one PCs) Interactive branch windows and more…

9:45 Discussion 10:45 Break 11:00 Odeabank innovations, visit & demonstration Odeabank branch visit 12:30 Odeabank hosted lunch

Afternoon with BKM Mövenpick hotel Technological breakthroughs in the Turkish payment systems industry & BKM’s role 14:00 Tranfer to Movenpick hotel 14:30 Introduction and BKM presentation Turkish payment systems in a nutshell “What’s been done?”: innovation milestones in Turkish payment systems “What’s next?”: future market projects & BKM’s role 15:00 Views on the current status & future positioning of the Turkish payment systems industry vis-à-vis European Countries – discussion round n°1 15:45 “Can BKM Express become the leading payment method in the near term?”

discussion round n°2 16:30 Coffee Break 17:00 Efma roundtable discussion 18:30 Coffee Break 7-11 October 2013 Istanbul

programme

VeriPark hosted VIP cocktail party Mövenpick hotel – 20th floor 19:45 Welcome desk & registration 20:00 Introduction

Patrick Desmares Secretary General Efma 20:05 Key note speech

Ozkan Erener General Manager VeriPark 20:20 Networking time and free discussions

The VIP cocktail party will be attended by: Turkey study tour participants Top executives from the host Turkish banks and other leading financial institutions Efma and VeriPark representatives 23:00 End of Day 3

FRIDAY 11 OCTOBER 2013 Breakfast briefing Day 4 7:30 Meet in the breakfast area 8:00 Day 4 agenda and schedule presentation

Lukas Dzuroska Key Account Manager CEE, CIS, Nordics and SEE Efma 8:10 Q&A

Morning with TEB TEB offices Digital Revolution for Banking 8:15 Transfer to TEB 9:00 Introduction 9:10 TEB’s presentation Adapting new digital trends to remote channels in order to attract do-it-onliners Positioning remote channels as a new salesforce How mobile banking is changing customer behaviour How to make the most effective use of social media

www.efma.com/studytour

9:45 10:45 11:00

13:00 14:00 15:00

Discussion: how to increase the share of sales through digital channels Break TEB’s innovations, visit & demonstration TEB’s branch visit Transfer by bus – around 5-10 minutes from TeB’s headquarter TEB hosted lunch Turkey Study Tour 2013 – key findings summing-up discussion Transfer to Mövenpick hotel

Optional organised Istanbul sightseeing 15:30 18:30

Cruise on the Bosphorus End Turkey Study Tour

7-11 October 2013 Istanbul