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retail banking 1st_Final

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retail banking 1st_Final

  1. 1. The Future of Retail Banking Explore the next decade of banking with industry leaders and innovative pioneers 1st & 2nd December 2015 Grange St Paul’s Hotel, London Marketforce’s 18th Annual Conference www.marketforce.eu.com/retailbanking Steven Cooper Chief Executive Officer, Personal Banking Barclays Les Matheson Chief Executive, Personal and Business Banking Royal Bank of Scotland Steve Pateman Executive Director, Head of UK Banking Santander Mark Mullen Chief Executive Officer Atom Bank Francesca McDonagh Head of Retail Banking and Wealth Management UK HSBC Mats Torstendahl Executive Vice President and Head of Retail Banking SEB Group This is your chance to hear from leaders at the forefront of the industry on the key issues shaping banking of today and tomorrow. This year’s line-up features the most senior executives in the event’s 18 year history, and includes: Jatin Patel Products Director TSB Chris Brindley Managing Director – Regional Banking Metro Bank Marc Lien Innovation and Digital Development Director Lloyds Banking Group Jay Sidhu Chairman and Chief Executive Officer BankMobile Early registration rates available Book before 24th July and save up to £300 Anne Boden Chief Executive Officer Starling Bank Graeme Hughes Group Director of Distribution Nationwide Really worthwhile, a diverse set of speakers and a good paced, well rounded agenda.” Senior Manager - Performance Market & Insight, Lloyds Banking Group silver Sponsors DIAMOND SPONSOR GOLD SPONSOR Exhibitor
  2. 2. With the most senior line-up in its eighteen year history, Marketforce’s The Future of Retail Banking is the conference to attend in 2015. Hear from the leaders at all of the top 5 banks, the digital challengers and the innovation advocates while networking with over 250 of your peers, learning about the most important issues facing the sector today. Key reasons to attend • Listen to the experts discuss the benefits of transparent banking • Learn about where mobile is heading next, both in banking and payments • Explore the developing discussion on competition in banking • Gain insight on harnessing the FinTech revolution • Debate the future of the branch with industry insiders Last year’s attendees by sector: Abanka Al Rayan Bank PLC Alfa Bank Alinma Bank Allianz Global Assistance Atom Bank Aviva AXA Group Banco Santander Bank of Cyprus Bank of England Bank of Ireland Bank of Valletta Banque Internationale à Luxembourg Barclays Bank BBVA Group BGL Group Bitcoin Foundation BNP Paribas Cardif bpost bank C Hoare & Co Caixa Geral de Depositos Callcredit Capital Bank Kazakhstan Cardlytics Central Bank of Ireland CheBanca Chill Insurance Close Brothers Group Clydesdale Bank Credit Libanais Credit Suisse Cumberland Building Society Danske Bank DNB Equifax ERGO Insurance Erste Bank Experian Financial Conduct Authority Finansbank Fiserv Funding Circle Garanti Bank Guaranty Trust Bank Handelsbanken HSBC Bank ING Bank Institute of Economic Affairs Intesa Sanpaolo Card Investec Lån & Spar Bank Leeds Building Society Lloyds Banking Group M&S Bank MasterCard Metro Bank Money Advice Service Moneysupermarket.com Moscow Industrial Bank National Australia Bank National Savings & Investments Nationwide Norwich & Peterborough Building Society OneSavings Bank Oyak Bank Payments Council Permanent TSB PKO Bank Polski Post Office Qatar Islamic Bank Rabobank Group Raiffeisen Bank Royal Bank of Scotland Saffron Building Society Sainsbury’s Bank Santander Saudi Investment Bank Secure Trust Bank Skipton Building Society Skye Bank Standard Life Group Starling Bank TBC Bank The Co-operative Banking Group Triodos Bank TSB Bank Turkiye Is Bankasi Ulster Bank UniCredit Group Virgin Money Visa VocaLink Yorkshire Building Society Zopa Previous attendees The Future of Retail Banking regularly attracts over 250 key players from the industry. Here are just some of the companies that have previously sent representatives: Last year’s attendee breakdown Banks IT Services Specialist Consultants Financial Associations Accountants Other Great speakers, excellent networking opportunities ” Risk Consulting, KPMG
  3. 3. 2 3 1 09.00 Welcome address by Marketforce 09.05 Chairman’s opening remarks Richard McCarthy, UK, Head of Banking, KPMG Guaranteeing transparent, fair and robust banking 09.10 P2P ! ? ! P2P Opening Keynote Address Putting customer trust at the heart of your banking strategy Les Matheson, Chief Executive, Personal and Business Banking, Royal Bank of Scotland 09.30 Title to be confirmed Steve Pateman, Executive Director, Head of UK Banking, Santander 09.50 Advisory session 10.10 P2P ! ? ! P2P Leaders’ Forum Transparent banking: the answer to our problems all along? • To what extent will transparency rebuild customer trust? • How high up is transparency on the boardroom agenda? • What impact will increased transparency have on profits? • Is it easier to be transparent as a smaller, challenger institution, than as a traditional one? • How best can you go about creating a culture of transparency? • What are the key challenges to developing an ethical culture within your bank? • What role does the regulator have to play in increasing transparency? • Is adhering to regulation good enough or does an ethical culture need to go further? • Could total transparency result in too little risk taking and a worse product offering? Les Matheson, Chief Executive, Personal and Business Banking, Royal Bank of Scotland Steve Pateman, Executive Director, Head of UK Banking, Santander Jatin Patel, Products Director, TSB Mats Torstendahl, Executive Vice President and Head of Retail Banking, SEB Group 10.40 Refreshments Delivering the greatest value to customers 11.10 Improving the customer offer Speaker to be confirmed 11.30 Questions 11.35 Realising total customer centricity Francesca McDonagh, Head of Retail Banking and Wealth Management UK, HSBC 11.55 Providing the ultimate digital customer journey Mark Mullen, Chief Executive Officer, Atom Bank 12.15 Advisory session Senior Representative, Atos 12.35 P2P ! ? ! P2P Panel Discussion How will competition in banking evolve? • How will the growing number of new entrants affect the market as a whole? • Will the plans for bank break-ups create better competition or is further change needed? • Future outlook: what can the industry expect from the CMA enquiry? • To what extent will competition actually improve the customer offer? • Do both new entrants and incumbents need to prepare to compete with a third party? Francesca McDonagh, Head of Retail Banking and Wealth Management UK, HSBC Mark Mullen, Chief Executive Officer, Atom Bank Alex Letts, Chief Executive Officer, Ffrees 13.05 Lunch hosted by KPMG Streams Stream A: A spotlight on customer experience Chaired by Warren Mead, Head of Alternative Banking, KPMG 14.20 Imbedding innovation throughout the banking experience Daryl Wilkinson, Head of Group Innovation, Nationwide 14.40 Measuring the customer experience: do the metrics really work? • Are you asking the right questions? The benefits of customer effort vs. CSat vs. NPS • Does banking in fact require a new and unique specialist set of metrics? • At what point in the customer journey can you gain the most meaningful feedback? • In what ways could social media analysis be the key to developing a true CX picture? • How best can you put what you are learning into action? Speaker to be confirmed 15.00 Advisory session Senior Representative, Kofax 15.20 P2P ! ? ! P2P Peer-to-Peer Discussion Retaining long-term customers: challengers - hype or hope for radical improvement? During this session delegates will have the opportunity to discuss the questions below at their tables. A nominated representative from each table will then feed back their conclusions to the Chairman and speakers for comment. • What are the key strategies for boosting customer loyalty and retention? • To what extent has easier switching affected customer loyalty? Daryl Wilkinson, Head of Group Innovation, Nationwide Jake Chambers, Head of Innovation Insight, Nationwide Senior Representative, Kofax Stream B: The future of mobile banking 14.20 Case Study Mobile banking: the only banking worth pursuing? Over the last year, more and more mobile-only banks have been entering the market. In this session a leader from a mobile- only enterprise will explore their choice to focus purely on this channel and how they have made the venture a success. Jay Sidhu, Chairman and Chief Executive Officer, BankMobile 14.40 Taking payments mobile • What changes are needed to ensure customers can do everything on their mobiles? • How will contactless payments develop in conjunction with mobile technology? • What are the key new technologies that will take mobile payments to the next level? • How are mobile payments changing consumer behaviour overall? David Dechamps, Head of Emerging Payments, Europe, MasterCard 15.00 Advisory session Day 1 - Tuesday 1st December 2015 The Future of Retail Banking 1st & 2nd December 2015 | Grange St Paul’s Hotel, London
  4. 4. 7 6 4 5 15.20 P2P ! ? ! P2P Peer-to-Peer Discussion Preparing for the next stage of mobile banking During this session delegates will have the opportunity to discuss the questions below at their tables. A nominated representative from each table will then feed back their conclusions to the Chairman and speakers for comment. • How important is an omni-channel presence? Should resources be focused on mobile? • How acceptable is mobile-only banking from a customer perspective? • Could the cost efficiency of this model offset the alienation of some consumer groups? • Which payment innovations will have the biggest impact on the industry? • Device innovation: where next? Jay Sidhu, Chairman and Chief Executive Officer, BankMobile David Dechamps, Head of Emerging Payments, Europe, MasterCard 15.50 Refreshments Laying the foundations for the future of banking 16.20 Changing the nature of banking: designing both responsible and profitable products Speaker to be confirmed 16.40 Advisory session Senior Representative, KPMG 17.00 P2P ! ? ! P2P Closing Keynote Address Explaining the banking business model to customers Jatin Patel, Products Director, TSB 17.20 Questions 17.30 Chairman’s closing remarks and end of day one, followed by a drinks reception 09.00 Chairman’s opening remarks 09.05 P2P ! ? ! P2P Opening Keynote Address Taking a step forward: preparing banking for the next decade Steven Cooper, Chief Executive Officer, Personal Banking, Barclays 09.25 Questions The opportunities in SME banking 09.30 Enterprise, innovation and ambition: championing SMEs through banking John Williams, Head of Breakthrough, Santander 09.50 Responding to SME banking needs through relationships and digital technology Chris Jolly, Chairman, CivilisedBank 10.10 Advisory session 10.30 P2P ! ? P2P Ask the Experts Delegates will now form groups at their tables to devise a single critical question to be answered by our expert speakers. John Williams, Head of Breakthrough, Santander Chris Jolly, Chairman, CivilisedBank Rhydian Lewis, Founder & Chief Executive Officer, RateSetter 11.00 Refreshments Utilising partnerships: how can FinTech revolutionise banking? 11.30 Finding and developing relationships with the right partners • How can you best identify potentially profitable partnerships? • How can you ensure the partnership meets both sides’ needs? • What are the key impediments to a successful relationship with new FinTech start-ups? Marc Lien, Innovation and Digital Development Director, Lloyds Banking Group 11.50 Advisory session 12.10 Banks and start-ups working together: how to overcome the obstacles Nektarios Liolios, Co-Founder and Managing Director, Startupbootcamp FinTech 12.30 Questions 12.40 Lunch The high street branch – saviour or sinking ship? 13.55 P2P ! ? ! P2P Case Study Developing a branch fit for the modern age Graeme Hughes, Group Director of Distribution, Nationwide 14.15 Advisory session 14.35 P2P ! ? ! P2P Case Study Utilising an existing high street network The Post Office has an extensive presence on the British high street through which it offers a range of banking products, which it hopes to continue to extend. It also offers various services to customers of other banks with whom it has partnered. In this talk a representative will discuss how they are revolutionising their network and what opportunities and lessons they can offer other financial institutions. Nick Kennett, Group Director Financial Services, Post Office Money 14.55 Questions 15.05 Debate This house believes the branch will no longer exist in 20 years Speakers for the proposition and the opposition will spend five minutes each outlining their arguments and will then take part in a discussion with the audience for a further twenty minutes, before a vote for or against the motion. Proposing the motion Anne Boden, Chief Executive Officer, Starling Bank Opposing the motion Chris Brindley, Managing Director – Regional Banking, Metro Bank 15.35 Chairman’s closing remarks and end of conference Day 2 - Wednesday 2nd December 2015 For More information, please visit the website at www.marketforce.eu.com/retailbanking Over 10+ CEos representing 20+ financial Institutions delivering 12 hours of content
  5. 5. Atos SE (Societas Europaea) is an international information technology services company with 2013 annual revenue of €8.6 billion and 76,300 employees in 52 countries. Serving a global client base, it delivers IT services through Consulting & Systems Integration, Managed Operations, and transactional services through Worldline, the European leader and a global player in the payments services industry. With its deep technology expertise and industry knowledge, it works with clients across different business sectors: Manufacturing, Retail & Transportation; Public & Health; Financial Services; Telcos, Media & Utilities. Atos is focused on business technology that powers progress and helps organisations to create their firm of the future. It is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and is listed on the Euronext Paris market. Atos operates under the brands Atos, Atos Consulting, Worldline and Atos Worldgrid. Atos is an accomplished provider not just of core banking systems, but of complete BPO services: we are the European leader in transactional processes for both payments and CRM. www.atos.net ContactPartners makes customer contact rewarding. Since 1999, we’ve delivered specialist advice and pioneering solutions to 40+ major financial organisation. ContactPartners unlocks competitive advantage and mitigates risk by helping our clients adapt to the challenge of rapidly changing markets and regulation. We deploy game-changing and impactful technologies in key areas of customer contact, e.g. multi-channel appointment booking solutions, much in vogue for 2014! We deliver big things in 90 days, risk free. Just ask our clients. www.contactpartners.com Finacle is the award-winning universal banking solution from Infosys, a global leader in consulting, technology and outsourcing, with over US$ 8.5 billion in annual revenues. Today Finacle is helping financial institutions across 84 countries to simplify banking and serve 18% of the world’s adult banked population. Finacle solutions address the core banking, e-banking, mobile banking, CRM, payments, treasury, origination, liquidity management and wealth management, among others. www.infosys.com Kofax® plc (LSE: KFX) is a leading provider of innovative smart capture and process automation software and solutions for the business critical First Mile™ of customer interactions. These begin with an organisation’s systems of engagement, which generate real time, information intensive communications from customers, and provide an essential connection to their systems of record, which are typically large scale, rigid enterprise applications and repositories not easily adapted to more contemporary technology. Success in the First Mile™ can dramatically improve an organisation’s customer experience and greatly reduce operating costs, thus driving increased competitiveness, growth and profitability. Kofax software and solutions provide a rapid return on investment to more than 20,000 customers in banking, insurance, government, healthcare, business process outsourcing and other markets. www.kofax.com Sword Apak (part of the Sword Group) has 35 years’ experience of providing specialist financial systems to the global asset finance and UK banking sectors. Our products have been designed by in-house financial software specialists, utilising their extensive knowledge and long-term experience of working within the financial services industry. Our specialist teams work with business and IT leaders to help translate their strategic business agendas into IT initiatives and solutions that measurably improve performance. www.sword-apak.com silver Sponsors Interested in speaking, exhibiting or hosting an event around the conference? There are a limited number of opportunities to engage key decision makers through speaking, exhibiting and other tailored packages. For more details, please get in touch: Tel: +44 (0)20 7760 8685 Email: sponsorenquiries@marketforce.eu.com Extremely informative - a great opportunity to think about and discuss banking trends” Digital Strategy Consultant, Clydesdale Bank Incredible speakers and agenda” Consultant, Bridgeforce Excellent” Head of Money, moneysupermarket.com Useful 2 days with interesting, varied content” Head of Mortgage Product & Pricing, Santander Related Events The Future of Alternative Finance 28th September 2015, London www.marketforce.eu.com/altfinance302 The Digital Banking Innovation Summit 10th & 11th November 2015, Istanbul www.marketforce.eu.com/innovation302 The Future of Nordic Banking 3rd & 4th November 2015, Stockholm www.marketforce.eu.com/nordic302 Feedback from last year’s retail banking event DIAMOND SPONSOR KPMG LLP, is a UK limited liability partnership and operates from 22 offices across the UK with over 11,000 partners and staff. The UK firm recorded a turnover of £1.9 billion in the year ended September 2014. KPMG is a global network of professional firms providing Audit, Tax, and Advisory services. We operate in 155 countries and have more than 162,000 people working in member firms around the world. www.kpmg.com GOLD SPONSOR Exhibitor
  6. 6. Company Name Address Postcode/Zip Country Fax How to Book Prices Company Information Payments Please select the relevant box: I wish to book the named delegate(s) and I understand that this registration is made subject to Marketforce Business Media Ltd’s terms and conditions. I cannot attend so I wish to purchase a copy of the conference documentation ­­@ £250 + VAT. The conference documentation is distributed online and accessed via a password which will be emailed to you after the conference and once payment has been made. The presentations will be online for a period of 3 months. Signed I enclose a cheque for the sum of ­­­_______________ . Cheques must be drawn on a UK bank account with a UK sort code and should be made payable to Marketforce Business Media Ltd and sent to The Accounts Department, Marketforce Business Media Ltd, 3 Sutton Lane, London EC1M 5PU. I will transfer the sum of _________________ Bank Transfer details: please transfer quoting reference SRI35 plus company name. Bank Details: Lloyds Bank, Southampton Row, London WC1B 5HR. Bank transfers in Sterling should be ma­de to Lloyds Bank, sort code 30-97-81, account number 00894664, IBAN: GB39 LOYD 3097 8100 8946 64, BIC: LOYDGB21034. Payments made in this way should also carry the conference name and your company name as reference. Bank transfers in Euros should be made to Lloyds Bank, sort code 30-97-81, account number 88061150, IBAN: GB09 LOYD 3097 8188 0611 50, BIC: LOYDGB21034. Payments made in this way should also carry the conference name and your company name as reference. Please debit the sum of _________________ from my Credit Card: Amex/Visa/MasterCard. Card No Exp. Date Holder’s Name Security Code* Signature Date Terms and Conditions Delegate information Registration and document distribution from 8.30am on Tuesday 3rd November. Event accommodation Overnight accommodation and travel costs are not included in the registration fee. For further information on discounted hotel rooms, please refer to the delegate pack which will be sent out once you have confirmed your place. Please note it may be necessary for reasons beyond the control of the organisers to alter the content or the timing of the programme. Terms and conditions The fee covers attendance at all sessions and payment must be received prior to the event. The delegate rate is charged at the discretion of the conference producers. Cancellations Cancellations must be received in writing to cancellations@marketforce.eu.com. Verbal cancellations will not be accepted. Where cancellation is received in writing more than 30 days prior to the first day of the conference any fees due will be refunded in full less an administration charge of £100/€150 + VAT per ticket. Where cancellations are submitted within 30 days of the first day of the conference, the registration fee remains payable in its entirety. Substitutions are acceptable at any time. Data Protection Marketforce Business Media Ltd gathers and processes data in accordance with the Data Protection Act 1998. The information contained about you on this form may be used for future updates about our products and services. Occasionally, we may make your details available to carefully selected external companies for marketing purposes. If you wish your details to be amended, removed or not passed on to external organisations, please write to the Database Administrator at the address on the registration form. Following your update or removal request, you may receive additional pieces of communication whilst the changes are effected.­­­ Delegate Information Registrations on or before 24th July 2015 Registrations on or before 23rd October 2015 Registrations after 23rd October 2015 Banks & Building Societies Rate* £995 + VAT = £1,194 £1,145 + VAT = £1,374 £1,295 + VAT = £1,554 Standard Rate £1,295 + VAT = £1,554 £1,395.00 + VAT = £1,674 £1,495 + VAT = £1,794 *This rate is only available to professionals within Retail Banks and Building Societies. Service providers, including consultants, outsourcing service providers, IT providers and solicitors are not eligible for this rate. The price remains at the discretion of the conference producers, whose decision is final. 15% DISCOUNT Title First Name Surname Job Title Phone Email Title First Name Surname Job Title Phone Email Title First Name Surname Job Title Phone Email The Future of Retail Banking 1st & 2nd December 2015 | Grange St Paul’s Hotel, London To register your place, please visit the website at www.marketforce.eu.com/retailbanking or fill out the below form and return to info@marketforce.eu.com. For any queries, please call +44(0)207 760 8699.

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