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www.efma.com/digital

BALLROOM B&C: DIGITAL BANKING & SOCIAL MEDIA

EFMA DISTRIBUTION SUMMIT

The digitisation of retail banking Decision time: move forward or stagnate Online and mobile channels are gathering momentum and pose a tremendous challenge for retail banks. Unless they rise to this challenge and become more agile and responsive, they could become increasingly less relevant to many customers. Amongst more progressive banks, the race to develop the best services has already begun. Digitisation is now a necessity. Customers expect to receive a more responsive and seamless service across all channels. If banks fail to exploit the opportunities offered by digital channels, they risk losing out to new entrants with fewer inhibitions.

As part of its three-day Distribution Summit, Efma is delighted to introduce a special conference on ‘Digital Banking and Social Media’. A range of industry experts will explain the exciting new possibilities presented by digitisation. The conference also includes round table discussions on the new challenges facing banks. Join us to explore the best ways to engage and communicate with customers across all channels, both now and in the future.

Key questions  obile: how can banks take advantage of the latest M developments in mobile banking (e.g. pps, digital wallets, geolocation and voice recognition)? Is mobile an effective sales channel?  ocial media: how can social networks be used to engage S customers and offer 24/7 support? How can mobile

and social media be integrated into the retail banking environment? Can Facebook and Twitter be used for sales and transactions?  ther digital channels: how can online sales be improved? O How can digitisation transform the branch experience?

Hot topics  elf-service and authentication developments S The simplification of online banking processes Digital personalisation

 emote personal advisors R Using gamification to enhance the customer experience Online fraud prevention

Debate with major industry players, including: Brett King CEO & Founder Moven USA Cristina de Villeneuve Global Head Hello Bank! France Neil Hiltz Head of Financial Services Facebook USA

Michal Panowicz Managing Director mBank – BRE Bank Poland Robert Teagle EMEA IT Director Starbucks Alex Twigg General Manager UBank Australia

18–20 March 2014 Amsterdam


TUESDAY 18 MARCH 2014

www.efma.com/digital

MORNING BALLROOM B&C

PLENARY SESSION

Mark Culleton Head of Channel Adoption AIB Ireland

Delivering an innovative customer experience through a digital store

Maurício Machado de Minas Executive Director Banco Bradesco Brazil

How omnichannel is changing sales and services models to improve the customer experience

Caspar van Haaften Bancassurance & Partnership Director Aviva France

The advantages of the multimodel in insurance

Cristina de Villeneuve Global Head of Hello Bank! Hello Bank! – BNP Paribas France

Focus on the financial life of consumers in a digital world: why Hello bank! and why now

Neil Hiltz Head of Financial Services, Global Vertical Marketing Facebook USA

Banking on a connected world: leverage this channel to help attract new customers, while solidifying your existing base

Brett King CEO & Founder Moven USA

BREAKING BANK$: looking for revenue and risk in all the wrong places

PANEL DISCUSSION: Why is it so complex to reinvent banking? How disruptive are alternative models? with Hello Bank!, first direct, Moven and Banco Bradesco

AFTERNOON

József Nyíri Director of Innovation – Misys Labs Misys Digital Channels UK

Banking now: engaging the digital customer

Robert Teagle EMEA IT Director Starbucks Netherlands

The Starbucks experience: enhancing and strengthening customer connections across channels

Aleksandra Buczkowska CRM Director mBank – BRE Bank Poland

mBank: digitisation of sales and advice

Alex Twigg General Manager UBank – NAB Group Australia

UBank, the power of ‘Good Different’: UBank’s culture, constant innovation and agility for rapid growth

Merav Spektorovsky-Sasson Head of Direct Banking

Creating customer intimacy in a digital world

Bank Hapoalim Israel

Pedro Mira Vaz Head of Direct Channels Banco Espírito Santo Portugal

Remote multichannel signature: how to use direct channels authentication to close a remote deal


WEDNESDAY 19 MARCH 2014

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MORNING BALLROOM B&C Isabella Frey Innovation Strategist Erste Bank Austria

QuickCheck: a pioneer’s story or the least you can do about user experience and usability

Paolo Barbesino First VP, Internet & Mobile Banking, CEE UniCredit Bank Austria

Simplification, simplification: inspiration from other industries in redesigning the entire online banking system around PFM

Jay de Groot CEO & co-Founder Science Rockstars Netherlands

Persuasion profiling, part of the next step in digital personalisation: Booking.com case study

Carolina Hernandez Coderch e-banking Sales Manager e-laCaixa Spain

The Starbucks experience: enhancing and strengthening customer connections across channels

Aref Al Ramli VP, Head of Electronic Banking & Innovation Mashreq Bank UAE

Geolocation and mobile banking: bringing products and services to customers at the right time and place

Deniz Güven SVP, Digital Channels Garanti Bank Turkey

iGaranti, emotional interaction with customers: atomising the bank in a series of apps

AFTERNOON

Bjørn Bøje Jensen Managing Director Nykredit Direkte Denmark

Remote personal advisors: bridging branch and digital platforms to achieve omnichannel intimacy

Katarzyna Rybicka Strategic Project Department Director Alior Bank Poland

Are mobile and internet banking enough? Embracing the e-commerce opportunity

Amir Inditzky Head of eCommerce Discount Bank Israel

‘People who bought this loan also bought this insurance policy’: a new way of engaging customers by copying the best retailers

Marta Feltrin Head of Digital Sales BNL – BNP Paribas Italy

BNL online account opening: rapid, paperless process

Ross Surace Director, P3 Delivery & Colleague Collaboration Barclays Bank United Kingdom – Video Conference

Putting our customers at the centre through making lives easier for the colleague

Makoto Shibata Principal Analyst, eBusiness & IT Initiatives Division Bank of Tokyo-Mitsubishi UFJ Japan

Japan’s next mobile banking steps: geolocation, voice recognition, new alliances

18–20 March 2014 Amsterdam


THURSDAY 20 MARCH 2014

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MORNING BALLROOM B&C STUDY PRESENTATION

Tamás Braun Sales Specialist Misys Digital Channels Germany

Gamification for an engaging banking experience: results and case studies from Misys Digital Channels–Efma joint research white paper

Maarten Molenaar Project Manager Gamification Hub, User Experience Center Rabobank Netherlands

Bank and play? Championing gamification in a financial institution

Bilgen Aldan Direct Banking Channel Management & Marketing VP Akbank Turkey

Being ‘directly social and mobile’: next e-intimacy steps

Fawad Durrani Vice President - Self Service Channels MCB Bank Pakistan

Socially connected products, channels and solutions leading to behaviour change

Gürhan Çam Digital Generation Banking Senior Vice President DenizBank Turkey

Twitter loan: Twitter transformed into a sales channel

Conor McCarthy Head of Consumer Channel Optimisation AIB Ireland

Social media, putting customers first: how AIB is using social media to help engage customers

AFTERNOON

Woo Kyung Chang Global Strategy Senior Manager of Future Banking Support Department Hana Financial Korea

Mobile, the new language for sales effectiveness

Michał Panowicz Managing Director, Marketing & Biz Dev mBank – BRE Bank Poland

mBank: rich customer interactions via digital channels as a branch replacement

ROUND TABLE DISCUSSION: Best practices and implementation challenges Informal round table discussions to allow delegates to explore some of the key topics raised during the 3 days of the Distribution Summit. The aim is to facilitate ROUND TABLE DISCUSSION: a structured sharing of ideas on ways of meeting the practical implementation challenges.

Javier Marín Trujillo Digital Services Strategy Manager Banco Sabadell Spain

Sabadell ‘Open Apps’ platform for innovative new features such as Google glass

Ernst Joranger Head of Authentication & Online Fraud Prevention Nordea Bank Denmark

Online fraud prevention: business-driven not IT-driven

18–20 March 2014 Amsterdam


REGISTRATION FORM

Scan me and register online now

DISTRIBUTION SUMMIT 18–20 March 2014 Amsterdam ATTENDEE’S INFORMATION Mrs.

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reserved for the nights of Monday 17, Tuesday 18 and Wednesday 19 March 2014 at the Hilton Amsterdam hotel. The cost of a single or double room per night is 210 euros (excluding breakfast (27 euros) and 5.5% 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 book your accommodation online. The hotel guarantees room availability and price until Monday 3 March 2014. The hotel will automatically bill unoccupied rooms or late cancellations. If you look for more affordable accommodation, we suggest the following hotels: - Hotel Apollofirst 4* - Hampshire Classic 4* - Hampshire Hotel Beethoven 3*

REGISTRATION The registration fee covers participation in the Distribution Summit, 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 Tuesday 4 March 2014. 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 You can register for 1, 2 or 3 days Step 1: Please select your fee Member fee Business Partner fee Non-member fee

All registrations are strictly individual

Two days € 1,600 (VAT excluded) € 1,800 (VAT excluded) € 2,400 (VAT excluded)

One day € 800 (VAT excluded) € 900 (VAT excluded) € 1,200 (VAT excluded)

Step 2: Please specify the conference for which you would like to register: Tuesday 18 March Wednesday 19 March Thursday 20 March

Branch

Digital

Insurance e-Commerce NA NA NA

Three days € 2,400 (VAT excluded) € 2,700 (VAT excluded) € 3,600 (VAT excluded)

If you are interested but you cannot attend the conference, ask for the event’s sessions summary at marketing@efma.com € 400 (+VAT 20% if applicable) for Efma Members € 600 (+VAT 20% if applicable) for non members

PAYMENT Card n° Expiry date DATE

SIGNATURE

Efma l 8 rue Bayen l 75017 Paris l France l Tel: + 33 1 47 42 52 72 l Fax: +  3 3 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

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


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