EBF Digital Transformation in Retail Banking
10th – 11th May 2017 | Amsterdam
2017 Speaking Faculty
Kit Carson, Head of Retail Banking & Consumer Payments, GlobalData Financial
Carys Lawson, Head of Channel Analytics, RBS
Gianluca Soma, Deputy CEO, International Banking and Financial Services, Société Générale
Justin Hannemann, Head of Product Experience (Customer and Innovation), Santander
Juergen von der Lehr, Managing Director - Head of Digital Innovation & Think Tank, Deutsche Bank
Richard Perry, Vice President of Sales EMEA, BioCatch
Jesper Hamann, Chief Consultant, Payments, Danske Bank
Peter Smith, SVP, CEO, Nordea Kredit
Daniel Döderlein, Founder and CEO, AUKA
Massimo Calabrese, Head of Customer Interaction Office – Customer Experience an CRM
Department, Intesa Sanpaolo
Mark Slooff, Consultant Financial Services, OutSystems
Tomasz Motyl, Chief Innovation Officer, Alior Bank
Carlos Kuchkovsky, CTO New Digital Business, BBVA
Martin Kobza, Head of Digital, Erste Group Bank
Carol Lawton, Head of Channel Optimisation, AIB
Salla Kalkela, Chief Consultant, Digital Customer Experience, Danske Bank
Iliriana Toci, Board Member responsible for Retail Banking, Raiffeisen Bank Kosovo
Çiğdem Carino, SVP – Digital Banking Design and Innovation Head, Akbank
Andrew Vasko, Global Head of Service Strategy and Transformation, ING
Marieke Commandeur, Head of Strategy and Innovation, De Volksbank N.V.
Robin Jeffery, Head of Transformation, Nationwide
Alexander Fonarev, Chief Data Scientist, SBDA Group
Christopher Streete, Senior Director, Cloud Solutions Europe & Africa, Aspect Software
Madhur Jain, Head Pre-Sales, SunTec
Bob Klein, Account Manager Benelux, March Networks
Martijn Hohmann, CEO and Co-Founder, Five Degrees
Olivier Onclin, Member of the management board & Chief Operating Officer, Belfius Bank
Emmanuel Noblanc, Product Marketing Manager, SAB
Alastair Hanlon, Head of Enterprise, Europe, Syniverse
Thomas Kaeb, Senior Sales Manager, Wacom
Venkatesh S.G., Senior Vice President and Global Head of BFSI Practice, ITC Infotech
Chris Kenyon, SVP - Sales & Business Development, Cloud, Canonical
EUROPEAN BANKING FORUM – DIGITAL TRANSFORMATION IN RETAIL BANKING
DAY 1 │Wednesday 10th May 2017│Amsterdam, Netherlands
07:30 – 08:20
08:20 – 08:30
08.30 – 09:00
09:00 – 09:30
Morning Refreshments and Collection of Meetings Schedule
Chair’s Opening Remarks
Kit Carson, Head of Retail Banking & Consumer Payments, GlobalData Financial
Mark Slooff, Consultant Financial Services, OutSystems
Presenting how Royal Bank of Scotland turned a new digital strategy into ‘Superstar’ customer service
Overcoming challenges encountered in a traditional digital approach to outline the desired outcomes
Sharing the three step approach to emphasise constant reinvention and testing of new content much like music DJs
Incorporating understanding of the customer journey into digital strategy to build an agile digital team
Democratising the data to ensure RBS move forward with performing strategies and end the less effective routes
Examining outcomes from the Superstar DJ project to decipher next steps in moving forwards as a customer centric
bank
Carys Lawson, Head of Channel Analytics, RBS
Discussing Next Generation Banking: Digital Customer Experience, Analytics and Innovation
Maintaining a relationship with your customer while increasing your multi-channels through harnessing a non-stop
relationship-based approach over a product-based approach
Looking at possibilities with analytics to gain greater understanding of your customers and increasing customer
engagement with your digital
Identifying the role of the branch versus that of mobile and online to ensure you stay in the market then to increase
market share
Building on past experiences through new techniques and technology to ensure customer centricity and tangible
economic benefits
Building state-of-the-art innovation model and applying them for the key innovaton trends
Çiğdem Carino, SVP – Digital Banking Design and Innovation Head, Akbank
09:35 – 10:05
10:10 – 10:40
Business Meeting 1
Business Meeting 2
Leveraging AI to become a personal financial assistant for
customers and to boost performance; Case study insights
from European banks
Determining how to translate raw data into
meaningful customer insights as a step towards
boosting performance
Employing AI methods to best use gained insights to
provide value to customers as well as commercial
gains
Delivering automated generation of highly
personalised communications which utilise data to
best meet customer need
Exploring real Tier 1 banking case studies which
demonstrate the end-to-end process which result in
increased cross selling and digital channel retention
Alexander Fonarev, Chief Data Scientist, SBDA Group
Frictionless Fraud Prevention
Ensuring frictionless customer experience
Ensuring banks reduce fraud
Improving customer confidence
Christopher Streete, Senior Director, Cloud Solutions
Europe & Africa, Aspect Software
10:40 – 11:00
11:00 – 11:45
11:45 – 12:15
12:20 – 12:50
12:50 – 13:50
13:50 – 14:00
14:00 – 14:30
Morning Refreshments & Networking
Panel Discussion: Exploiting disruption in the financial industry to redefine the value of the bank to better engage
customers and users
Identifying key disruptors and new entrants to the financial industry to assess where traditional banks can utilise 3 rd party
technology and knowledge
Discussing the needs of the customer now and in the future to ensure engagement of all categories of user
Pinpointing the Fintech experience specifically to decipher how a traditional bank should integrate, use or exploit this
disruption
Sharing experiences with Fintech companies to identify challenges and successes in creating and maintaining this
relationship
Looking to the future of the financial industry to appreciate the steps to be taken to reach a happy equilibrium
Gianluca Soma, Deputy CEO, International Banking and Financial Services, Société Générale
Justin Hannemann, Head of Product Experience (Customer and Innovation), Santander
Juergen von der Lehr, Managing Director - Head of Digital Innovation & Think Tank, Deutsche Bank
HEADLINE SPONSOR
The most overlooked element in Digital Transformation: transforming your legacy systems to become an agile bank
Transforming legacy systems to become more agile, scalable which will improve customer satisfaction and loyalty
Discussing how to quantify the Return on Investment – ROI by investing in transforming the back end with a low-code
platform
Exploring factors blocking becoming an agile bank
Fully leverage the potential of digital transformation to create a digital banking ecosystem
Highlighting why speed is the new currency; competing in the market requires banks to create an agile company,
capable of responding to market opportunities and changes
Leveraging technology solutions to be developed, deployed, and revised more rapidly to support business strategy
Mark Slooff, Consultant Financial Services, OutSystems
Presenting an introduction to behavioural biometrics – less
fraud, less friction!
Exploring what is behavioral biometrics and how you
can best utilize them in your bank
Highlighting most fraud happens inside authenticated
sessions to ensure you are prepared
Business Meeting 3
Addressing the return on investment of choosing the
right biometrics
Pinpointing the need for continuous authentication to
ensure your behavioral biometrics are working for you
Assessing malware and RAT detection to ensure you
are fully protected
Richard Perry, Vice President of Sales EMEA, BioCatch
Lunch & Networking
Machine Learning, AI, Containers & IOT… Hype vs reality?
Grappling with the reality of hybrid cloud, containers and the potential for server-less computing to master and harness
new technologies as an agile bank
Presenting rapid-fire debunk of the hype around new technologies and sharing simple ideas you should be adopting as
an innovative bank
Chris Kenyon, SVP - Sales & Business Development, Cloud, Canonical
Approaching the PSD2 regulation as an opportunity to maximise your customer experience
Assessing the PSD2 regulations and deciphering what direct impact this will have on traditional banking operations
Balancing technology advancement to increase your competitive advantage resulting from PSD2 with offering simplicity
14:30 – 15:00
15:05 – 15:35
for the user
Utilising data and analytics to create a platform which highly engages customers on a daily basis
Identifying areas for opportunity opened up by the PSD2 regulation and building on this to retain and acquire users
Jesper Hamann, Chief Consultant, Payments, Danske Bank
Salla Kalkela, Chief Consultant, Digital Customer Experience, Danske Bank
Presenting the case of Kosovo in implementing 21st Century digital banking to a challenging region
Establishing the situation in Kosovo and their position in the global financial industry to appreciate the complex and
unique challenges faced in digitalizing banking for the country
Determining the need of digital for customers to create a system which works for both bank and user
Highlighting the culture change necessitated both internally and by customers to align the banks offering with customer
engagement
Ensuring the balance between digitalization and maintaining customer contact as a necessity in the region
Navigating the introduction of digital banking in the country with customer engagement to build lasting partnerships and
trust for the future
Iliriana Toci, Board Member responsible for Retail Banking, Raiffeisen Bank Kosovo
Digital transformation begins with a Digital Core
Exploring core banking as glorified record-keepers as
this is what they were built for and what they are good
at
Looking to the 4th Industrial Revolution to relook at
what forms the core retail banking industry – Spoiler!
It’s not the core banking system
Enhancing your channel systems as the need of the
hour to build your interaction with the outside world
and not your customers alone but to your whole
Business Meeting 4
ecosystem
Moving beyond attempting to develop channels in
your own silos – this is not enough anymore
Gaining an overall visibility of the value you bring to
the table through an abstraction between silos to
enable you for this
Presenting use cases and processes on how this can
be enabled without going for a massive overhaul
Madhur Jain, Head Pre-Sales, SunTec
15:35 – 15:50
15:50 – 16:20
Afternoon Refreshments
Business Meeting 5
Presenting the Scandinavian way – how Nordic retail banks
became world champions
Sharing Nordic retail banks success in saturating the
market with proprietary mobile payment apps
Exploring the move of personal and merchant
payment away from cash and cards, onto an
engaging mobile channel they own and control
Using strategic decisions, fierce execution and the
right technology to achieve over 65% of the
population as active users
Daniel Döderlein, Founder and CEO, AUKA
Using business intelligence and analytics to improve
16:25 – 16:55
17:00 – 17:15
17:15 – 18:00
18:00 – 20:30
customer satisfaction
Utilising business intelligence – the modification of
raw data into useful information
Highlighting video analytics and big data as a
tremendous help to single out odd behaviours within a
banking environment
Exploring ATM related fraud when the skill set of
perpetrators is increasing
Bob Klein, Account Manager Benelux, March Networks
Open API banking: Enabling radical change in the
customer experience
How to transform your business, revenue and
operating models in a new world order of new and
flexible competitors
Adapting to the radical changes and meeting the
needs of the most sophisticated users, every time via
any channel
PSD2 is only the start... what next? The qualities
needed to become full marketplace player rather than
a utility company
Business Meeting 6
Martijn Hohmann, CEO and Co-Founder, Five Degrees
Highlighting biometric authentication with strong ID
proofing
Exploring biometric authentication and its role in the
modern bank
Showcasing identity verification to decipher the
importance of digital identity
Developing your approach for mobile and internet
banking to ensure user friendly and secure interface
Deepak Panigrahy, MD (UK & Europe), EZMCOM
12 Tips for 360 Engagement
Presenting challenges for employee, customer and 3rd party engagement
GROUP WORKSHOP SESSION
The room will be split into 6 groups with two discussing employee engagement, two covering customer engagement and two
exploring 3rd party engagement.
By the close of the 45 minute discussion each group will have 2 best practice approaches to feedback to the Chair and everyone
will leave with the Top 12 Tips for 360 Engagement.
Evening Networking Drinks Reception & Dinner
EUROPEAN BANKING FORUM – DIGITAL TRANSFORMATION IN RETAIL BANKING
DAY 2 │Thursday 11th May 2017│Amsterdam, Netherlands
07:45 – 08:20
08:20 – 08:30
08:30 – 09:00
09:00 – 09:30
Morning Refreshments & Welcome
Chair’s Opening Remarks
Kit Carson, Head of Retail Banking & Consumer Payments, GlobalData Financial
Letting customers lead the way – where, how and when customer dialogue adds value to the bank
Establishing the needs of the customer to determine where value can be added to the bank
Exploring multichannel capabilities as the place to unveil your deepest customer needs
Unlocking the value of each and every interaction from marketing campaigns to multichannel journeys
Overcoming the “Everest” behind an analytics-driven relationship transformation to get the most out of traditions
Rotating the culture from old to new to build a more customer centric bank
Massimo Calabrese, Head of Customer Interaction Office – Customer Experience an CRM Department, Intesa Sanpaolo
Presenting a case study of Alior Bank to assess progress with Artificial Intelligence and how this feeds back into the
bank’s objectives for PSD2, biometrics and blockchain
Outlining the aims and objectives of digitalization at Alior Bank to determine progress made and to roadmap for the future
Utilizing agility of the bank to harness possibilities of blockchain and incorporate the business perspective
Balancing the banks aspirations for biometrics with customer fear and trepidation to ensure you move with the times
without compromising customer safety
Building on PSD2 deadlines to create a digitalization strategy that is not only compliant but works for your bank
Sharing success stories of artificial intelligence use to appreciate progress and determine next step
Tomasz Motyl, Chief Innovation Officer, Alior Bank
09:35 – 10:05
10:10 – 10:40
Business Meeting 7
Business Meeting 8
Predicting the future of banking
Presenting a recent report finding that 71% of over
300 banking professionals surveyed believed
analytics to be the more powerful tool through which
to win the banking customer over the next 5 years
Exploring the ways in which banks should adapt in
order to navigate this new competitive banking
landscape
Stuart Meiklejohn, Head of Banking EMEA, Earnix
10:40 – 11:00
Morning Refreshments & Networking
11:00 – 11:30
Technology as an opportunity (for banks)
Appreciating most banks recognized the importance of a consistent digital and mobile strategy but only few succeeded in
their digital transformation
Highlighting customer expectations of enhanced user experience from their banks
Advising banks to embrace the digital opportunities of seamless interactions for greater experience
Considering technology as an opportunity instead of a threat as it is crucial for successful digital transformation
Finding and building the right partnerships speeds up digital transformation
Providing insights in the digital transformation of Belfius Bank, leading mobile banking player in Belgium
Olivier Onclin, Member of the management board & Chief Operating Officer, Belfius Bank
11:35 – 12:05
12:10 – 12:40
12:40 – 13:10
13:10 – 14:10
14:10 – 14:40
14:45 – 15:15
Business Meeting 9
Presenting the electronic signature – a European reality
Exploring the growth in significance of the electronic
signature in business
Highlighting the opportunity to optimize workflows for
banks through innovative solutions
Focusing on a more flexible handling of computer
technology as well as a broader range of applications
to create a perfect harmony between the user and his
technical environment
Thomas Kaeb, Senior Sales Manager, Wacom
Digital transformation in retail banking – enlarges players
with the technology for customer experience’s benefit
Exploring new players in the market
Highlighting new digital processes – PSD2
Outlining new system architecture
Emmanuel Noblanc, Product Marketing Manager, SAB
On-stage 1:1 CTO Interview
This session will offer the audience the chance to ask questions and hear answers on pre-arranged talking points, covering:
Discussing the digital transformation journey so far within your bank and what has been achieved
Highlighting customer engagement initiatives to decipher needs for customer acquisition and retention
Pinpointing trends and goals for 2017 and beyond
Carlos Kuchkovsky, CTO New Digital Business, BBVA
Unlocking the potential of George – open banking platform in delivering a platform developed with significant input from
users
Highlighting design driven financial literacy to provide a digital banking experience for the customer created by the
customer
Considering the importance of scale in digital banking for customers
Exploring API as future banking backbone
Approaching emergence of Fintech and the introduction of PSD2 as an opportunity
Tracking the growth and growth potential of George throughout Europe
Martin Kobza, Head of Digital, Erste Group Bank
Lunch & Networking
Insights-driven customer experience – delivering the ‘hype’
of the agile model?
Challenging the apparent need for heavy investments
upfront when delivering on the customer experience
driven by insights from data
Utilising an incremental approach that focuses on
delivering continuous value to keep all stakeholders
Business Meeting 10
engaged and committed
Overcoming the overhype around Agile to ensure you
do not miss the wood for the trees
Practical approaches to deliver the right business
outcomes and business value
Venkatesh S.G., Senior Vice President and Global Head of
BFSI Practice, ITC Infotech
Analyzing and adapting AIB’s “The Lab” (Learn About Banking) to support broader omni-channel objectives
Pinpointing original aims and expectations of the LAB and how outcomes have compared
Sharing how The Lab has been leveraged to support omni-channel adoption in the branch network
15:15 – 15:45
15:45 – 16:15
16:15 – 16:45
Highlighting programs launched as a result of The Lab to develop a digital mindset and promote digital to the customer
Moving beyond adoption to ensure all AIB’s channel capabilities are optimised to drive customer experience and
business performance
Maintaining the unique essence of The Lab when investigating options for its evolution
Carol Lawton, Head of Channel Optimisation, AIB
Case Study: Creating Nordea’s digitalisation from a traditional bricks and mortar bank to a digital ecosystem
Establishing aims and objectives in entering the digitalization at Nordea to decipher what was achieved and what is still a
work in progress
Highlighting challenges encountered in transforming the legacy system to a digital environment in line with customer
needs and expectations
Utilising customer analytics to drive contextual experiences for the customer and implement a digital offering which
meets their needs
Leveraging mobile marketing to enrich propositions for customers on the platform and increase customer loyalty and
retention
Analysing the delivery and deployment of digitalization at Nordea to highlight lessons learned and identify how best to
move forwards
Peter Smith, SVP, CEO, Nordea Kredit
Shared value: a source for open innovation
Introducing shared value as a concept
Sharing shared value ambition of de Volksbank
Highlighting use-cases of shared value innovations within de Volksbank
Discussing the role of digitalization and open innovation in a shared value approach
Marieke Commandeur, Head of Strategy and Innovation, De Volksbank N.V.
Afternoon refreshments
INTERACTIVE ROUND TABLES
16:45 – 17:30
Interactive roundtable sessions offer a unique opportunity to come together with your peers to share best practice and develop
solutions to critical challenges facing the industry as a whole. Hosted by industry experts and
each focused on a single issue, roundtables are an exciting, interactive way to build your
personal network and learn from the experience and expertise of others.
Each roundtable session lasts for 45 minutes, and delegates may attend 1 Round Table
Round Table
1
Round Table
2
Investigating cloud adoption looking at internal HR challenges, global on boarding, and technology choices
Andrew Vasko, Global Head of Service Strategy and Transformation, ING
Driving innovation in a traditional bank through engaging your customers and employees to avoid complacency
Robin Jeffery, Head of Transformation, Nationwide
Round Table
3
17:30
Beyond the app – What’s the future of Mobile Banking?
Alastair Hanlon, Head of Enterprise, Europe, Syniverse
Close of Forum