SPEAKING FACULTY SPONSORS SUPPORTERS

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1 Building on the tremendous success of the 2015 meeting, The European Banking Forum: Customer Acquisition and Retention will return in May 2016 for another memorable event. This is Europe s leading invitation- only retail banking Forum focusing on disruption, digitalisation and ultimately customer loyalty. With a fresh agenda for 2016 we will delve into customer centricity alongside technology and retail banking strategies for senior-level retail banking professionals. SPEAKING FACULTY Rajat Garg, Managing Director & EMEA Head of Retail Banking & Wealth Mgmt, Citi Group Lars Sjögren, Executive Vice President, Head of Business, Danske Bank Murat Hoke, Director Customer Experience, BD and Bancassurance, TEB/BNP Paribas Richard Rolls, Vice President, Capital One Per-Erik Wellstedt, Head of Electronic Banking, SEB Augustin Figueroa, Head of Mass Segment, BVVA Sophie Guibaud, Vice President, European Expansion, Fidor Bank Thiruvilasen Pillay, Executive Manager Consumer Lending, Gulf Bank Kevin Mountford, Head of Banking, Moneysupermarket Sebastien Lenaerts Head of Digital, BNP Paribas Cardif Anne Hauskou, Vice President of Retail Strategy, Nykredit Harry Wientjens, Senior Vice President, Rabobank Leonie Kemper, Business Development Manager Digital, ABN AMRO NOTE: Additional positions provisionally reserved for HSBC, Santander, Lloyds TSB, Erste Bank, NS&I and Alior Bank. Confirmations expected by 21 st December SPONSORS SUPPORTERS

2 EUROPEAN BANKING FORUM CUSTOMER ACQUISITION AND RETENTION DAY 1 Wednesday 11 th May 2016 Vienna, Austria 07:30-08:20 Morning Refreshments and Collection of Meetings Schedule 08:20 08:30 Chair s Opening Remarks Leonie Kemper, Business Development Manager Digital, ABN AMRO DIGITALISATION EVOLUTION & IMPLEMENTATION Keynote Presentation: Spotlighting the evolution of digitalization through regional and country-level innovation :55 Looking at the complete digital banking journey while providing a pathway to building financial capabilities Driving customer acquisition and usage through advisory activities and education of Y generation Generating new customer leads through using various digital channels as promoting instruments Enforcing Personal Financial Tool development while providing real time support through live chat and live guidance 09:00 09:30 Business Meeting 1 09:35 10:05 Business Meeting 2 Innovation Spotlight with BACKBASE Innovation Spotlight with ZWIPE 10:05 10:20 Morning Refreshments & Networking 10:20 10:50 Keynote Presentation: HUAWEI TECHNOLOGIES Digital transformation: Driving innovation in retail banking through learning how to succeed in a changing digital environment 10:55 11:20 Spotlighting the importance of digital transformation through reshaping banking for the modern age Looking at multi/omni-channel approaches and how digital channels can be integrated best with ATMs and branches Exploring how banks are utilising new technology to cross-sell services and add value to customers Coping with the cost of regulation can banks afford to invest in innovation Business Meeting 3 Speaker: Richard Rolls, Vice President, Capital One

3 11:25 11:55 Business Meeting 4 Sponsored Session: MAVERIC TESTING SOLUTIONS Panel Discussion: Supporting the shift to digitalization while investigating long term opportunities and challenges 12:00 12:45 Exploring the evolution of digital transformation while addressing capabilities from retail banks of varying sizes Developing new value propositions through digitalization in order to attract customers and increase wallet share Profiling the e-commerce customer through looking at geographic trends and evaluating the aggregator s perspective Investigating how to target different aspects of customer acquisition through successful digital channels Panellists: Kevin Mountford, Head of Banking, Moneysupermarket 12:45 13:45 Lunch & Networking Mobile apps: Developing unique mobile banking experiences to retain, attract and engage customers anytime anywhere 13:45 14:10 Delivering reputable mobile banking experiences across any devices with full featured mobility Implementing targeted campaigns to drive new revenue streams with customisation Enforcing advanced security features to ensure data and transactions are safeguarded Staying ahead of the competition with accelerated delivery cycles to deliver continuous enhancements Speaker: Sophie Guibaud, Vice President, European Expansion, Fidor Bank 14:15 14:45 Business Meeting 5 Workshop Session 3 (AVAILABLE) 14:50 15:20 Business Meeting 6 Workshop Session 4 (AVAILABLE) CUSTOMER CENTRICITY & PERSONALISED OFFERINGS Segmentation: Pursuing the affluent opportunity in retail banking; tailor-made offerings to improve the customer experience 15:25 15:50 Evaluating the current opportunities within this customer segment while exploring customer needs vs. retail bank capabilities Creating client value propositions for new wealth builders through tailor made services for those who fit into this category Meeting regulatory expectations and the trusted advisor ecosystem while exploring supporting legislation and standards Investigating digitally enabled product platforms in order to enrich customer experience Speaker: Rajat Garg, Managing Director & EMEA Head of Retail Banking & Wealth Mgmt, Citi Bank 15:55 16:25 Business meeting 7 Workshop Session with SUNTEC Increased customer trust through greater transparency Increasing customer satisfaction through providing an omni-channel experience

4 Increasing wallet-share through cross-sell and up-sell Rapid launch of innovative products and offers 16:30 16:45 Afternoon Refreshments Smarter lending: Growing new business through providing smarter lending offerings and end-to-end customer support 16:45 17:10 Supporting automation of consumer lending origination processes with regular monitoring of triggers Developing a model of lending operations for monitoring and forecasting of advances, settlements, repayments, fees, write-offs and interest capitalisation Developing new channels and new products through partnership(s) with selected merchants Using customer analytics in order to develop robust yet incisive credit policy Speaker: Thiruvilasen Pillay, Executive Manager Consumer Lending, Gulf Bank 17:10 17:40 Business Meeting 8 Workshop Session 6 (AVAILABLE) Nordic case study: Investigating how to build customer experience excellence 17:45 18:10 Creating a new strategy to improve customer satisfaction and profitability Redesigning a universal bank in order to improve customer experience Spotlighting the new service model for the modern customer with a focus on SME Investigating how to embrace digitalisation and disruption Speaker: Lars Sjögren, Executive Vice President, Head of Business, Danske Bank 18:15 21:00 Evening Networking Drinks Reception & Dinner

5 EUROPEAN BANKING FORUM CUSTOMER ACQUISITION AND RETENTION DAY 2 Thursday 12 th May 2016 Vienna, Austria 07:45-08:50 Invitation-Only Sponsored Breakfast Briefing 07:45-08:50 Morning Refreshments & Welcome 08:50 09:00 Chair s Opening remarks Leonie Kemper, Business Development Manager Digital, ABN AMRO 09:00 10:30 INTERACTIVE ROUND TABLES 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 up to 2 roundtables 1 Differentiating customer identity through leading, influencing, and successfully delivering global enterprise customer and client centric strategies 2 Keeping up with digital transformation: how changing regulations and culture are affecting your customer experience Host: Leonie Kemper, Business Development Manager Digital, ABN AMRO 3 Successful strategic planning even in tumultuous times for retail banks; successfully delivering profitable growth 4 Spotlighting the SME segment while getting in the shoes of customers and nursing entrepreneurship alongside innovation order to discover and explore the potential 10:30 11:00 Morning Refreshments & Networking 11:00-11:30 Business Meeting 9 Workshop Session 7 (AVAILABLE) 11:35 12:05 Business Meeting 10 Workshop Session with ASPECT Enhancing the customer experience by recognising customers on every channel and being ready to serve them at any time of day Meeting stringent regulatory requirements by evidencing compliance Driving operational efficiencies and productivity cost-effectively

6 DISRUPTORS: THREAT OR OPPORTUNITY? Keynote Presentation: Investigating the rise in global and local disruptors while analyzing potential opportunities for the retail banking sector 12:10 12:35 Evolving historically protected brands in order to adapt to the changing financial services landscape Understanding and anticipating threats to support long-term profitability in retail banking Supporting service-oriented information technology and digital transformation in order to meet customer demands Identifying opportunities to overcome disruption through potential partnerships and acquisition Speaker: Harry Wientjens, Senior Vice President, Rabobank 12:40 13:10 Business Meeting 11 Workshop Session 9 (AVAILABLE) 13:15 14:15 Lunch & Networking 14:15 14:45 Business Meeting 12 Workshop Session with WACOM Exploring paperless account opening, applications, and transactions Realising the cost-saving benefits of implementing electronic handwritten signature and electronic form filling solutions Reviewing case studies from retail banks on successful implementation (Verdict Retail) Panel Discussion: Spotlighting disruptors who are reshaping the financial services industry while exploring potential routes to success 14:50 15:35 Exploring the current retail banking landscape through hearing from historic retail banks, challengers and future start ups Developing successful innovative payment strategies to keep your company ahead of the curve Transforming threats into opportunities in the competitive digital banking landscape through agile banking Investigating the role of Big Data in retail banking through looking at implementation and opportunities Payments: Developing efficient alternative payment offerings to support customer interaction, engagement and loyalty 15:35 16:05 Business Meeting 13 Investigating proximity transactions without physical tool/ credit/debit cards to support customer independence Supporting full integration of payment solutions while evaluating associated analytics Exploring host card immolation while analyzing synchronisation for the customer Partnering with new entrants in order to strike deals for the benefit of the customer and the bank.

7 16: Business Meeting 14 Workshop Session 11 (AVAILABLE) 16:45 17:00 Afternoon Refreshments & Networking JOURNEY TO CUSTOMER LOYALTY Customer journey: Enhancing customer relationships in relation to digital interface offerings through exploring the complete customer journey 17: Transforming from product based silos and transactions in order to support the customer journey digitally Exploring the emergence of new devices while highlighting an omni-channel approach Converting data into functional information which provides value to customers based on analytical capacity Investigating future digitalization opportunities while adhering to regulation and European standards Speaker: Per-Erik Wellstedt, Head of Electronic Banking, SEB Case Study: Moving towards a brand-led organization in order to support customer loyalty 17:25 17:40 Creating a banking culture that customers can trust through obtaining direct customer insights Comparing and contrasting brand-led vs. historically-led models in order to establish the best fit for your bank Actively listening to your customers while adapting internal processes to enhance the user experience Develop customer experience (CX) Labs in order to deepen customer understanding of product Consumer trends: Exploring changing consumer behaviour trends while analysing how these trends impact the retail banking sector 17:40 18:05 Looking at regional/geographic trends in the retail banking sector through supporting consumer research Analysing changing personal banking behaviors while reviewing the impact of digital transformation Offering customised solutions through having a customer is key approach Establishing what is required to give banks the flexibility to adapt to changing customer behavior in the future 18:05 18:10 Chair s Closing Remarks & Close of Forum