SPEAKING FACULTY Shailesh Grover, Barclay s Bank Murat Hoke TEB-BNP Paribas Thiruvilasen Pillay Gulf Bank Bernard Golko Citi Bank Lars Sjögren

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1 SPEAKING FACULTY Shailesh Grover, MD, Research & Development, Client & Customer Experience, PCB, Barclay s Bank Murat Hoke, Director Customer Experience, BD and Bancassurance, TEB-BNP Paribas Thiruvilasen Pillay, Executive Manager Consumer Lending, Gulf Bank Bernard Golko, SVP, EMEA Head of E-commerce BA, Citi Bank Lars Sjögren, Executive Vice President, Head of Business, Danske Bank Wolfgang Mrazek, CEE Retail / Head of Mobile, UniCredit Bank Leonie Kemper, Business Development Manager Digital, ABN AMRO Helena Suchankova, Head of Strategy, JT Banca Çiğdem Carino, Senior Vice President, Akbank IT Direct Banking Applications Per-Erik Wellstedt, Head of Electronic Banking, SEB Jakub Malach, Liabilities Director, Raiffeisen Bank International AG Julian Hynd, Director of Retail, NS&I Stefan Stignäs, Head of Retail Banking, SEB Baltic Gabor Ljubicic, Deputy Chief Executive Officer, Head of Retail Banking Division, OTP Bank Tassos Panoussis, Deputy General Manager, EuroBank Cards Krzysztof Czuba, Deputy CEO, Alior Bank Arkadiusz Sek, Head of CRM Operational Team, mbank Neven Raic, Group Head Retail Banking, Hypo Alpe-Adria Bank Alessandro Colafranchesci, Head of Ecommerce, Standard Bank

2 Time EUROPEAN BANKING FORUM CUSTOMER ACQUISITION AND RETENTION DAY 1 Wednesday 20 th May 2015 Brussels 07:45-08:45 (Available) Invitation-Only Sponsored Breakfast Briefing 07:30-08:50 Morning Refreshments and Collection of Meetings Schedule 08:55 09:00 Chairman s Opening Remarks Helena Suchankova, Head of Strategy, JT Banca KEYNOTE PRESENTATION: Redesigning the customer experience from measurement to delivery while adapting to customer needs :30 Investigating the financial impact of customer loyalty through analysing customer behaviour trends Managing digital transformation programmes successfully as a medium bank through internal education Establishing how to measure and put corporate DNA into practice through enforcing regular checkpoints Driving improvements in phone delivery services and product options through targeted product offerings Speaker: Murat Hoke, Director Customer Experience, BD and Bancassurance, TEB-BNP Paribas 09:35 10:05 Business Meeting 1 10:10 10:40 Business Meeting 2 10:45 11:00 Coffee Break 11:00 11:30 Business Meeting 3 Workshop with sponsor (reserved) 11:35 12:05 Business Meeting 4 Workshop with MAVERIC TESTING SOLUTIONS CASE STUDY: Highlighting the importance of focusing on customer relationships in relation to digital interface offerings through exploring the complete customer journey 12:10 12:40 Focusing on product based silos and transactions while cementing the importance of support the customer journey digitally Exploring new devices that are driving while establishing the need of new interfaces and omni channel approach Investigating competition from new players and ERP vendors while ensuring standardisation and automation continue Converting an abundance of data into usable information in order to provide value to customers through an advisory approach based on analytic capacity Channeling workflow automation to act on deviations while exploring concepts on how to grow the relation with your clients Speaker: Per-Erik Wellstedt, Head of Electronic Banking, SEB

3 12:40 13:40 Lunch and Networking Spotlighting the value of customer-centric design through adapting banking culture 13:40 14:10 Using customer centric design to create a seamless customer experience Developing customer experience (CX) Labs to deepen customer understanding Harnessing customer insight to transform products and services Creating a banking culture that customers can trust through adapting banking culture Speaker: Julian Hynd, Director of Retail, NS&I 14:15 14:45 Business Meeting 5 Workshop with SOPRA BANKING SOFTWARE 14:50 15:20 Business Meeting 6 Innovation Session with BTR SERVICES (14:50 15:05) Innovation Session with ANASOFT (15:10-15:25) CASE STUDY: From best to worst overnight: how to win back customer trust 15:30 16:00 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 SME Establishing how to follow up and measure customer satisfaction Speaker: Lars Sjögren, Executive Vice President, Head of Business, Danske Bank 16:05 16:35 Business meeting 7 Workshop with SUNTEC BUSINESS SOLUTIONS 16:35 16:50 Workshop with SUNTEC BUSINESS SOLUTIONS Driving the importance of digital transformation: reshaping banking for the modern age 16:55 17:25 Spotlighting the importance of digital transformation through reshaping banking for the modern age Providing an overview of Hypo Alpe-Adria Bank activities through a specific regional market environment Outlining the basic philosophy behind efforts to capitalise on the banks digital assets and information Delivering concrete pointers on how to apply what digital has to offer for better strategy-shaping of a more traditional brick-and-mortar retail bank Speaker: Neven Raic, Group Head Retail Banking, Hypo Alpe-Adria Bank

4 17:30 18:00 Business Meeting 8 Workshop with STRANDS 18:05 18:35 Workshop Session 6 (Available) CASE STUDY: Exploring Akbank Direkt s successful omni-channel strategy through a mobile centric approach 18:40 19:10 Offering a refreshing approach to retail banking through a banking from anywhere experience Roadmapping a leading success story through enabling the best customer experience on-the-go Benefiting the strengths of mobility though mobile-integrated banking solutions Embracing the changing technology in every touch point to enable faster processes and flexible solutions Speaker: Çiğdem Carino, Senior Vice President, Akbank IT Direct Banking Applications PANEL DISCUSSION: Driving customer centricity in the retail banking space through personalised offerings 19:15 20:00 Panellists (Leader) Leonie Kemper, Business Development Manager Digital, ABN AMRO Wolfgang Mrazek, CEE Retail / Head of Mobile, UniCredit Bank Helena Suchankova, Head of Strategy, JT Banca 20:00 20:40 Evening Networking Drinks Reception 21:00 22:30 DINNER

5 Time EUROPEAN BANKING FORUM CUSTOMER ACQUISITION AND RETENTION DAY 2 Thursday 21 th May 2015 Brussels 07:45-08:45 (Reserved) Invitation-Only Sponsored Breakfast Briefing 07:30-08:35 Morning Refreshments and Collection of Meetings Schedule 08:45 08:55 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 30 minutes, and delegates may attend up to 3 roundtables 1 Differentiating customer identity through leading, influencing, and successfully delivering global enterprise customer and client centric strategies Host: Shailesh Grover, MD, Research & Development, Client & Customer Experience, PCB, Barclay s Bank 2 Spotlighting the SME segment while getting in the shoes of customers and nursing entrepreneurship alongside innovation order to discover and explore the potential Host: Stefan Stignäs, Head of Retail Banking, SEB Baltic 3 4 Investigating the best client acquisition strategies in physi-digi era Host: Krzysztof Czuba, Deputy CEO, Alior Bank Exploring ROI based relations through performance marketing 2.0 Host: Bernard Golko, SVP, EMEA Head of E-commerce BA, Citi Bank 5 (Available) Sponsored Host Session 6 (Available) Sponsored Host Session 10:35-11:05 Business Meeting 9 Workshop Session with EARNIX

6 11:10 11:40 Business Meeting 10 Workshop Session with ASPECT 11:45 12:15 Business Meeting 11 Workshop Session with SYNIVERSE Ensuring you win and keep main bank relationships through successful customer acquisition and on-boarding 12:20 12:50 Reviewing private individual customer acquisition concepts in Europe through walk-in customer acquisition vs. payroll programs and remote vs. traditional acquisition in branches Adopting tactics to win the main bank relationships through updating product offers and establishing promotions that work Investigating multichannel customer on-boarding process in order to maximise the share on customer wallets Promoting customer upgrade to main bank relationship while getting more business from customers with a secondary banking relationship Speaker: Jakub Malach, Liabilities Director, Raiffeisen Bank International AG 12:55 13:55 Lunch and Networking Successfully delivering profitable growth through positive customer experience 14:00 14:30 Establishing where positive customer experience can deliver a competitive advantage while cementing your bank s reputation Striking the right balance between digital and personal relationship building in order to appreciate different customer needs and provide the right offering(s) Ensuring omni-channel integration and efficiency though completing a successful CRM program and integrating marketing channels Establishing the most cost-effective way of increasing loyalty and customer advocacy though customer feedback submissions Speaker: Arkadiusz Sek, Head of CRM Operational Team, mbank Case Study: Building an innovative Card Loyalty Scheme while increasing profitability 14:30 15:00 Increasing loyalty, sales volumes / turnover - usage and profitability per customer Selecting participating merchants and increasing value for them Utilising multiple communication channels for efficient campaign management Expanding the loyalty scheme; from card s loyalty to bank s loyalty Speaker: Tassos Panoussis, Deputy General Manager, EuroBank Cards 15:05 15:35 Business Meeting 12 Workshop Session 10 (reserved)

7 15:40 16:10 Business Meeting 13 Workshop Session 11 (reserved) 16: Business Meeting 14 Putting the customer at the centre of consumer lending strategies and growing new business through providing end-toend support 16: Growing Consumer Lending by developing new channels and new products in partnership with selected merchants. Starting up a successful national dealer based Auto Finance franchise Using customer analytics to develop robust yet incisive credit policy 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 Multi-channel Marketing automation for consumer lending in a digital environment Speaker: Thiruvilasen Pillay, Executive Manager Consumer Lending, Gulf Bank Case Study: Building financial capabilities in the digital era case study of OTP Bank Romania 17: Outlining financial literacy and internet usage at regional and country level Looking at the complete digital banking journey through providing a pathway to building financial capabilities Driving customer acquisition and usage through advisory activities and education of Y generation Generating leads by using digital channels as a promoting instrument & through developing self-service area for customers Enforcing Personal Financial Tool development and money management recommendations while providing real time support through live chat and live guidance Speaker: Gabor Ljubicic, Deputy Chief Executive Officer, Head of Retail Banking Division, OTP Bank 17:50 18:20 Standard Bank Case Study Session reserved for: Alessandro Colafranchesci, Head of Ecommerce, Standard Bank 18:20 18:50 Chair s Closing Remarks 19:00 21:30 (Available) Sponsored End-of-Forum Dinner