Customer Experience in Financial Services
Summit and Awards
14th June 2017 | Singapore
2017 Confirmed Speaking Faculty
Sopnendu Mohanty, Chief Fintech Officer, Monetary Authority of Singapore
Rob Findlay, SVP, Experience Design, DBS Bank
Nicholas Chee, Executive Director, Group Channels & Digitalisation, UOB
Sumit Dutta, Country Manager and Chief Executive, HSBC Indonesia
Niamh Byrne, Head of Customer Experience, APAC & EMEA, Citi
Nazmul Karim Chowdhury, Senior Vice President and Head of Branch, The City Bank
Bhaskar Katta, Regional COO, ANZ Bank
Namrata Jolly, Director, Head of Consumer and Digital, Prudential Assurance
Wednesday 14th June 2017
7:30 - 8:20
Registration & coffee
8:20 - 8:30
Chair opening remarks
Opening Keynote Presentation
No going back from Fintech – Building active, integrated & measured banking
experiences
8:30 - 9:00
Exploring the evolution of Fintech to decipher the role of banks in a fastchanging landscape
Assessing the need for transformation to ensure you are offering the most to
your customers
Defining your role in the life of your customer to create a customer experience
tailored to your goals and the customer needs
Highlighting the potential within social media for greater customer engagement
for the future customer
Discussing opportunities in biometrics, ARVR and AI to define your role in
managing customer expectations
Rob Findlay, SVP, Experience Design, DBS Bank
Presenting innovative means of understanding your customer needs to achieve
greater customer loyalty
9:00 - 9:30
Looking beyond incremental changes to traditional products to recognize your
customer goals
Defining your customers typical struggles to ensure you create products and
services which answer these daily challenges
Developing a greater approach to knowing your customer beyond traditional
segmentation to truly utilise metrics and give your customer what they want
Utilising examples of excellent customer engagement from outside of financial
services to build strategies to reach despondent customers
Niamh Byrne, Head of Customer Experience, APAC & EMEA, Citi
9:30 – 10:00
Session reserved for event sponsor
Quick Fire Case Studies
Two 15 minute case studies will be shared, followed by a short 15 minute Q&A session
10:00 – 10:45
Connecting with your customers in the digital era
10:45 – 11:15
What can you do to maximise engagement?
How can current trends influence your future plans?
Coffee & networking
Exploiting the shift in customer expectations based on their day to day digital
experience to maximise your return on investment
11:15 – 11:45
Exploring how the personal bleeds into the professional to determine changing
customer expectations
Implementing a customer experience which ensures you offer your customer a
banking experience to rival the new digital environment
Generating emotional engagement with your customer to build brand trust
Maximising data and analytics to create an online experience which responds to
your customer expectations
Nazmul Karim Chowdhury, Senior Vice President and Head of Branch, The City Bank
11:45 – 12:15
Session reserved for event sponsor
Interactive Q&A Session
12:15 – 12:45
Join our panellists in digesting and discussing themes and thoughts from the morning sessions
Maximising your customer loyalty
12:45 – 13:55
How can you make your services your customers’ first choice?
What is the role of mobile and social media in understanding your customer?
Lunch & networking
Balancing your digital engagement strategy with the traditional needs of your
customer
14:00 – 14:30
Segmenting your customer base to reach greater comprehension of their needs
Building a multi-channel strategy which incorporates your customer needs with
digital as one aspect to prevent traditional customer alienation
Differentiating the needs of each channel while ensuring you maintain a
cohesive service throughout your channels.
Bringing the personal touch into your digital channels and utilising technology in
your branch network to create exceptional customer service across all channels
Sumit Dutta, Country Manager and Chief Executive, HSBC Indonesia
14:30 – 15:00
Session reserved for event sponsor
Panel Discussion
Creating a holistic multi-channel service to deliver optimal customer service across all
banking and insurance channels
15:00 – 15:30
Pinpointing your customer expectations and your current deliverables to
identify the gap needed to bridge
Segmenting your customer base to appreciate their needs in terms of
traditional banking and digital banking to ensure resourecs are allocated
efficiently
Learning from challenges encountered when introducing phone banking to
avoid the same mistakes with digital channels
Looking to digital opportunities to feed into a better traditional experience as
well
Panelists include
Bhaskar Katta, Regional COO, ANZ Bank
Nicholas Chee, Executive Director, Group Channels & Digitalisation, UOB
Namrata Jolly, Director, Head of Consumer and Digital, Prudential Assurance
Closing Keynote Presentation from Monetary Authority Singapore
Showcasing MAS’ national know-your-customer (KYC) pilot for financial services to
enable more efficient KYC using trusted government-collected personal data
15:30 – 16:00
Pinpointing the problem and need for KYC and identity authentication to
simplify many financial services processes
Establishing a national strategy for digital identity to ensure you are ready to go
full-KYC
Implementing the core to build KYC digital attributes around it and then
distribute data in a safe and secure way
Looking ahead to KYC++ to explore opportunities in nuanced inference of data
and beyond
Sopnendu Mohanty, Chief Fintech Officer, Monetary Authority of Singapore
16:00
Chair summation and end of conference
18:30 – 19:30
Drinks Reception and Registration for CXFS Awards Dinner
19:30 – 22:30
CXFS Asia Awards Dinner