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Conference

The branch of the future The branch: moving forward? Paris, 3-4 May 2012 www.efma.com/branch Best practices in retail financial services more information on www.efma.com


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The branch of the future The branch: moving forward? In most European countries, the number of branches is shrinking drastically. One reason is cost reduction: maintaining a large number of branches is expensive. Customers also have access to banking services via the Internet and mobile phones. However, most banks still believe that a physical network is essential. This is why they are implementing new formats and exploring new branch concepts. Banks now tend to adopt one of two branch strategies: 1) The branch remains at the centre of the distribution model. The other channels are more or less dependent on it. 2) The branch is still important but is just one of several channels. Customers can choose the channels that are most convenient for their needs. So, what is the new role of the branch and what are the objectives of the relationship manager? These questions will be at the heart of the conference discussions. The conference will also explore the following issues: New branch formats and concepts • Format. What is the real impact of comfort and design? To what extent does the design contribute to the brand? • Technology. How are customers using the new technology tools in the new branches? • Outcome. Ultimately, will the customer buy more products and be more loyal to the brand? The new role of the branch • Potential changes. How can banks transform the branch from a cost centre to a profit centre? How can the branch be used to measure customer satisfaction? Does innovation help to change customers’ behaviour? • New approaches. What is the future for selling non-financial products or services in the branch? • New lessons. What can financial institutions learn from other industries?

Study presentations Results from the following reports will be presented during the conference: World retail banking report 2012 an Efma - Capgemini report Face-to-face banking 2012 an Efma – McKinsey report

www.efma.com/branch


Thursday 3 May 2012

Chris Catliff President and Chief Executive Officer North Shore Credit Union Canada

Frank Pedersen

Director Communication & Marketing Executive Committee Member Jyske Bank Denmark

Morning

The ‘Financial Spa’ - Building a premium, lifestyle brand - Creating demand in an uncontested marketplace - Implementing an innovative ‘Financial Spa’ concept into retail branches - Serving a mass affluent market segments

Superior branch design creates superior brands - New international path-breaking Jyske Bank concept: the business concept Jyske differences - Results and innovation process - www.jyskebank.tv: the world’s only bank-owned full-blown financial TV-station, competing head to head with established broadcasters

Study presentation Jean Lassignardie, Group Vice-President & Chief Sales and Marketing Officer, Global Financial Services, Capgemini Financial Services, France World retail banking report 2012: captivating customers in challenging economic and competitive times - Learn which factors matter most to your customers across channels, transactions and products - The role of the branch in satisfying and captivating customers - Explore three banking models: a pure distributor, utility/processor or product/risk player, for consideration when addressing today’s banking challenges

Nathalie Martin Sanchez

Online Business Development Manager Head of Mobile Banking Services Development Programme BNP Paribas France

BNP Paribas Mobile, the first comprehensive mobile banking services in France - A natural and legitimate extension to the banking business - At the core of BNP Paribas’ multichannel customer relationship approach - M-Banking and M-Payment along with premium pay monthly plans and phones

www.efma.com/branch


Thursday 3 May 2012

Michal Přádka Head of Region Raiffeisen Bank Czech Republic

Marco Siracusano Head of Retail Marketing Intesa Sanpaolo Italy

Ekaterina Kirilova Head of Marketing and Segments Department Retail Banking Division UniCredit Bulbank Bulgaria

Pascal Preteseille Responsable Fonctionnement Réseau LCL France

Raffy Karamanian Head of Delivery Channels Group Retail Banking Bank Audi Lebanon

Afternoon

Affluent branches for (not only) affluent clients - ‘Affluent customers´ expectations and what our offer is - Segmentation and portfolio management - Impact on revenues and customer satisfaction

Focus on customer experience: branch or store? - Market competition and our approach to customers - Superflash offer and superflash store: a new approach to young customers

Donna concept - Future customer differentiation: sub-cross segments - The specific needs of female customers - The main pillars of the Donna service model: products, sales force, channels - The concept’s future development

What is the future of the bank branch? - A new distribution channel, interactive terminals - What usage: issues, objectives and challenges - A new generation of contactless, touch-screen interactive terminals - Communication, coordination and results

The ‘Novo’ concept: a new banking experience from Bank Audi - ‘Novo’: creating a new banking experience - Integrating ‘Novo’ across multiple channels: the future - Modular structures and components in distribution channels


Friday 4 May 2012

Rainald Kirchberg Managing Director Sales Network and Customer Experience Deutsche Bank Germany

Morning

Brand awareness and client focus: Deutsche Bank’s new branch concept - Status quo and environment - Demands on the branch formats - Development process and implementation

Marc Dorssemont

KBC banking and insurance: ready for the future - Presentation of the new KBC network organisation and customer service model, with a special focus on the retail segment - How to serve private individuals, the professions, SMEs and the mass-affluent segment in one and the same retail branch - How to guarantee top-advice, day after day, on all banking and insurance products to all these segments in every individual branch - How to offer more personalized service and advice for increasingly demanding customers in an cost-cutting environment without sacrificing branch proximity

Marc Hinnenberg

Aktia Store: from product push to meaningful customer encounters - Changing focus from product push to meaningful customer encounters through Aktia Dialogue - Transforming branch visits into a customer experience driven by Aktia’s sales strategy - Building a visually impressive module based Aktia Store concept that can be adapted locally - Turning cost into profit

Senior Expert Distribution Leadership Centre KBC Group Belgium

Director Marketing Aktia Finland

Study presentation Radboud Vlaar, Partner, The Netherlands & Remco Vlemmix, Partner, The Netherlands McKinsey & Company Face-to-face banking 2012: the future of face to face - Findings of the research and survey with respect to change of the role of the branch in sales, transactions and services - Sharing of best practices in network and in branch optimisation - How to create the ‘wow’ experience in the branch

Mauricio Garcia Vice President of Niche Markets Helm Bank Colombia

Jakub Petřina Chief Marketing Officer Air Bank Czech Republic

Multi-sensory banking as a business strategy: Helm, a case-study - For an industry that provides products and services that are seen as commodities, true and tangible differentiation remains the strategic challenge for those who want to survive, strive, and stand out - Multi-sensory as a competitive strategy that may turn the branch experience into a memorable one - But, does it really work? - How important is the link between a multi-sensory implementation and the corporate strategy? - Helm has transformed the branch (and brand) experience, become an innovation leader, a pace-setter and set a new benchmark in the industry

Air Bank: launching a new brand through a unique branch experience - How we materialized brand values via physical design - How customer seating affects their relationship with Air Bank - How we built a complete paperless experience - Why a unique design does not have to be expensive


Friday 4 May 2012

Afternoon

Helen Sachdev

Customer network planning - Branch transformation: engaging customers to create world class branch designs - Understanding performance: goals and results - Customer led formats: the right branch for the right community

Mehmet Rüstemoğlu

Becoming one: how a merger reshaped a bank’s branch network - Challenges of a smooth transition and beyond - Optimizing coverage and enabling growth: peaceful co-existence - Focusing on the most valuable asset: the customer comes first

Stéphanie Osmont

How the channel mix is taking shape in tomorrow’s post office? - The new models of the customer experience - The impact on the customer relationship in tomorrow’s office/branch - The experience of the Paris Cherche Midi post office, a laboratory of customer service innovations

Michael Hügli

Post offices as a part of PostFinance’s multidistribution system - Multidistribution by PostFinance - Relevance of post offices - The new branch concept - Outlook

Director, UK Retail and Business Banking Customer Network Planning and Strategy Barclays Bank United Kingdom

Head of Strategic Planning TEB Turkey

Head of Merchandising and Innovation Division - Multichannel Distribution Retail Banking Management La Banque Postale France

Head of Strategy Die Schweizerische Post Switzerland

www.efma.com/branch


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Friday 4 May 2012

Thursday 3 May 2012

8:15

Welcome coffee and registration

8:15

Welcome coffee

9:00

Chris Catliff North Shore Credit Union

8:30

Rainald Kirchberg Deutsche Bank

9:30

Frank Pedersen Jyske Bank

9:00

Marc Dorssemont KBC Group

10:00

Panel session

9:30

Marc Hinnenberg Aktia

10:15

Break

10:00

Panel session

Capgemini - Efma

10:20

Break

11:15

Nathalie Martin Sanchez BNP Paribas

10:50

11:45

Panel session

11:20

Mauricio Garcia Helm Bank

12:00

Lunch

11:50

Jakub Petřina Air Bank

13:30

Michal Přádka Raiffeisen Bank

12:20

Panel session

14:00

Marco Siracusano Intesa Sanpaolo

12:40

Lunch

14:30

Ekaterina Kirilova UniCredit Bulbank

14:10

Helen Sachdev Barclays Bank

15:00

Panel session

14:40

Mehmet Rüstemoğlu TEB

15:20

Break

15:10

Panel session

15:50

Pascal Preteseille LCL

15:25

Break

16:20

Raffy Karamanian Bank Audi

15:55

Stéphanie Osmont La Banque Postale

16:50

Panel session

16:25

Michael Hügli La Poste Suisse

17:05

End of day one

16:55

Panel session

17:10

End of conference

10:45

World retail banking 2012 report

Face-to-face banking 2012 report

McKinsey & Company - Efma

www.efma.com/branch


Registration form The branch of the future Paris, 3-4 May 2012 A T T E NDE E ’ S INF O RM A T I ON o Mrs. o Ms o Mr. / First name . . . . . . . . . . . . . . . . . . . . . . . . . Last name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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Location Hotel Crowne Plaza Paris République 10 place de la République 75011 Paris, France Tel. +33 1 43 14 43 50 - Fax. +33 1 47 00 32 34 www.crowneplaza.com/republique Social networking Follow us on Twitter @Efma_news LinkedIn You Tube

for the nights of Wednesday 2 May and Thursday 3 May 2012 at the hotel Crowne Plaza République. The cost of a single room per night is 180 euros (including breakfast and taxes). Once you have registered and received a confirmation from Efma the next day, a link will be provided to enable you to book your accommodation. The hotel guarantees room availability and price before Friday 9 March 2012 only. 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 latebookers, but credit card information must be provided.

Accommodation Each participant must pay the cost of his or her accommodation directly to the hotel before departure. Rooms have been provisionally reserved

Cancellations All cancellations must be received in writing. A 20% cancellation fee will be charged for all cancellations received before or on Thursday 19 April 2012. The full fee will be charged for cancellations made after that date, as well as for delegates who are unable to attend on the day, unless a substitute delegate is designated. Substitutions are accepted at any time.

Payment

Registration fee

o 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.

All registrations are strictly personal.

Languages All sessions will be held in English.

o By credit card: o MasterCard o Visa o American Express

o 1,600 euros + VAT 19.6% = 1,913.60 euros for representatives of Efma member institutions. o 2,400 euros + VAT 19.6% = 2,870.40 euros for representatives of non-member institutions. If you are interested but you cannot attend the conference, ask for the event’s summary at marketing@efma.com.

Card n° Expiry date

o 400 euros (+ VAT 19.6%) = 478.40 euros for members. o 600 euros (+ VAT 19.6%) = 717.60 euros for non-members. Date

Signature

Efma 8, rue Bayen 75017 Paris France Tel.: + 33 1 47 42 52 72 Fax: + 33 1 47 42 56 76 www.efma.com APE: 8230Z - VAT ID: FR 38 313 062 788 - Efma sarl company with registered capital of EUR 15,000 - 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 3 May 2012 at 8:15 a.m. and will end on Friday 4 May 2012 at around 5:00 p.m.


Branch of the future