Profitable customer engagement

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Alicia Harrison
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Profitable customer engagement 2016 Speakers Edrick Ho, Head of Digital and Channel Management, Retail Banking Asia Pacific, ANZ, Singapore Bin Wu, VP and GM of Marketing Center of Internet Finance,

ASEAN South Asia Cluster Countries, Standard Chartered Bank, Vietnam Suman Sharma, Head of Learning, Retail Bank - Standard Chartered Bank, Singapore Jaishankar Srinivasan, Chief Operating Officer,

of International Retail, Australia and New Zealand Banking Group, Singapore Ismael Santos Reyes, Senior Vice President, RCBC, Philippines Fredric Fanthome, Senior Vice President, DBS, Singapore

1 Profitable customer engagement 2016 Speakers Edrick Ho, Head of Digital and Channel Management, Retail Banking Asia Pacific, ANZ, Singapore Bin Wu, VP and GM of Marketing Center of Internet Finance, E-Banking Department, ICBC, China Chee Seng Liew, Senior Deputy Managing Director, CB Bank, Myanmar Stephanie Myers, Vice President, Digital Channels, HSBC, Singapore Nirukt Sapru, CEO Vietnam and ASEAN South Asia Cluster Countries, Standard Chartered Bank, Vietnam Suman Sharma, Head of Learning, Retail Bank - Standard Chartered Bank, Singapore Jaishankar Srinivasan, Chief Operating Officer, Deutsche Bank, Singapore Sandeep Lal, Managing Director, Head of esolutions and Payments, DBS, Singapore Tsevegjav (TJ) Gumenjav, Chief Retail Banking Officer, XacBank, Mongolia Bhaskar Katta, Head of International Retail, Australia and New Zealand Banking Group, Singapore Ismael Santos Reyes, Senior Vice President, RCBC, Philippines Fredric Fanthome, Senior Vice President, DBS, Singapore Chandani Werapitiya, Deputy GM, Strategic Planning and Research - People s Bank, Sri Lanka Zheng Yongsheng, Assistant General Manager, Bank of China in Singapore, Singapore Rui Santos, Director, Head of GP & SCM, APAC - Deutsche Bank, Singapore Suwatchai Songwanich, CEO - Bangkok Bank, Thailand Natividad Alejo, Executive VP and Head, Retail Segments, Bank of the Philippine Islands, Philippines Simon Linn, Head of Customer Experience - Co-operative Bank, Myanmar Vishu Ramachandran, Global Chief Credit Officer, Retail Banking - Standard Chartered Bank, Singapore Malikkhan Kotadia, SVP- Global Digital Engagement - Citibank, Singapore Andrew Haslip, Head of Content for Asia Pacific - Verdict Financial, Australia Kit Carson, Head of Retail Banking and Consumer Payments, Verdict Financial, UK 2016 Event Partners Gold Sponsors Silver Sponsors Technology Spotlight Bronze Sponsor Breakfast Briefing Sponsor

2 Time ASIAN BANKING FORUM PROFITABLE CUSTOMER ENGAGEMENT DAY 1 Wednesday 15 th June 2016 Singapore 08: Opening Remarks from Forum Director 08:15-08:25 Chairman s opening remarks Andrew Haslip, Head of Content for Asia Pacific, Verdict Financial, Australia Paving the future for retail banking 08:25 08:55 Future Banking: Exploring opportunities for the traditional banking industry to surge ahead of the game in times of a changing financial landscape Outlining how the financial services ecosystem will change in the coming years to determine areas in need of investment to maximise customer engagement Identifying technologies and strategies most valuable to successfully grow and retain your customer pool Malikkhan Kotadia, Senior Vice President - Global Digital Engagement, Citibank, Singapore 08:55 09:25 Session reserved for Verdict Financial Engagement strategies to grow a profitable customer pool 09:30 10:00 Reserved for EdgeVerve Systems Business Meeting 1 10:05 10:20 Spotlight Session: Digital banking innovation: Identifying how changing consumer needs and adoption of multiple banking channels is rapidly changing retail banking Determining how various channels of banking are impacting customer engagement Pointing out how consumer behaviours are driving digital innovation in banking Highlighting the key trends in multichannel banking and focusing on Business Meeting 2

3 Analytics driven banking to stay competitive and ahead of the curve Speaker: TBC, Sutherland 10:20-10:35 Spotlight Session: Mobile Payments & Social Banking: Above and beyond the standard mobile banking and payment features social banking Enabling commerce transactions between bank s member buyers and sellers Highlighting the importance of bank s members to search, find and network one another as well as chat, exchange texts, photos and video Showing how to enable bank s members to transfer money via the chat Richard D. Bezjan, President, Doocat 10:40 11:10 Banking on-the-go : How to optimise the use of digital and mobile channels Sandeep Lal, Managing Director, Head of esolutions and Payments, DBS, Singapore 11:10 11:40 Presentation topic to be confirmed Suwatchai Songwanich, CEO, Bangkok Bank, Thailand 11:40 12:10 Highlighting the advantages of successful collaborations with disruptors and FinTechs to drive forward your retail banking Incorporating a pro-active approach of investing in transformative technology and collaborating with new competitors Providing examples of successful partnerships between banking institutions and challengers to identify the right partners for you Nirukt Sapru, CEO Vietnam and ASEAN South Asia Cluster Countries, Standard Chartered Bank, Vietnam

4 12:15 12:45 Digital Transformation Management- Injecting Agility and Efficiency into Old Processes Showcasing how to improve customercentric digitalisation and make the First Mile of customer interactions smarter Outlining how DTM allows financial institutions to inject agility and efficiency into existing processes without replacing the underlying technology infrastructure Identifying how to derive a clear and meaningful understanding of the ROI from such transformation programs Business Meeting 3 Speaker: TBC, Kofax 12:45 13:45 Lunch and Networking 13:45 14:15 Exploring why reaching consumers in the moment has become an essential part of financial services marketing and the role that digital plays How content, media and choice of device work in tandem to reach consumers at the moment when they are most receptive Tools and techniques for identifying and leveraging moments of relevance for financial services Stephanie Myers, Vice President, Digital Channels, HSBC, Singapore 14:15 14:45 Exploring digital banking as a method for geo-expansion without the need for costly branch development Edrick Ho, Head of Digital and Channel Management, Retail Banking Asia Pacific, Australia and New Zealand Banking, Singapore 14:50-15:20 Profitability of retail transactional accounts trends and strategies Deepak Johri, President, Asia-Pacific and Emerging Markets, Profit Insight Business Meeting 4

5 15:25 15:55 Session Reserved for SAB Business Meeting 5 16:00 16:30 Exploring latest research into the behaviour and actions of Millennials in order to address the financial service needs of this generation Leveraging the results from the latest Millennial report to understand their need, perception and attitude towards banking Assessing the challenges of retaining Millennial customers and exploring loyalty opportunities in personalized banking Business Meeting 6 Suman Sharma, Head of Learning Retail Bank, Standard Chartered Bank, Singapore 16:35 17:05 Exploring the changing landscape in sourcing and outsourcing within retail banking Rui Santos, Director, Head of GP & SCM APAC, Deutsche Bank, Singapore Jaishankar Srinivasan, Chief Operating Officer, Deutsche Bank, Singapore 17:05-17:35 Presentation topic to be confirmed Vishu Ramachandran, Global Chief Credit Officer, Retail Banking, Standard Chartered Bank, Singapore 17:35 17:40 Chairman s summation and end of day one Andrew Haslip, Head of Content for Asia Pacific, Verdict Financial, Australia

6 Time ASIAN BANKING FORUM PROFITABLE CUSTOMER ENGAGMENT DAY 2 Thursday 16 th June 2016 Singapore Breakfast briefing: What makes customers loyal and how to motivate greater engagement 07: Understanding affluent consumers, their motivations and attitudes to loyalty The importance of rewards and how to stand out from the crowd The application of loyalty insights and learnings from other sectors Proven strategies for creating more engaged, loyal and profitable customers today and tomorrow Speaker: TBC, Collinson Group 08:50 09:00 Chairman s opening remarks Andrew Haslip, Head of Content for Asia Pacific, Verdict Financial, Australia Regional insights and case studies 9:00-9:30 Introducing the long term studies on different customer segments and locations to highlight the similarities and differences in retail banking and how you approach new customers successfully Chandani Werapitiya, Deputy General Manager Strategic Planning and Research, People s Bank, Sri Lanka 9:30-10:00 Case study: Retail Banking transformation and customer engagement in Mongolia Tsevegjav (TJ) Gumenjav, Chief Retail Banking Officer, XacBank, Mongolia 10:00-10:30 Tackling the challenges of efficiently managing retail branch transformation in times of a digital banking revolution to maintain high levels of service for all clients Optimising the management of remaining branches to guarantee a holistic approach to customer service Exploring how to strengthen physical channels and create smarter branches that are efficient and profitable Liew Chee Seng, Senior Deputy Managing Director, CB Bank, Myanmar -> check name: first/last Simon Linn, Head of Customer Experience, Co-operative Bank, Myanmar

7 10:35-11:05 Welcome to the Age of the Customer: Delivering an interactive and personalised experience What is the Age of the Customer? Enhancing the customer journey with Interactive and Personalized Media Delivering experiences that boost loyalty and advocacy Achieving seamless integration to have a Single View of the Customer Go Interactive and Get Personal Busness Meeting 7 Ronnie Sabnani, Senior Director Asia Pacific, Strategic Consulting, Pitney Bowes Exploring new technologies to support profitable customer engagement 11:05-11:35 Panel Discussion: Is biometric identity the future? Reviewing different areas of application for biometrics in financial services and payments Discussing how biometric technologies enable new applications in financial services whilst enhancing security and improving customer experience Outlining the collaborations and partnerships necessary to boost this technology into mainstream banking Katta Bhebsker, Head of International Retail - Australia and New Zealand Banking Group, Singapore Kit Carson, Head of Retail Banking & Consumer Payments - Verdict Financial, UK Malikkhan Kotadia, Senior Vice President- Global Digital Engagement - Citi Bank, Singapore 11:40 11:55 Spotlight Session: Jing King Tech Remote Deposit Capture: A strategic opportunity. The race is on! 11:55-12:10 Showcasing how check truncation evolved into remote deposit capture Outlining the strategic elements of remote deposit capture s business case Focusing on remote deposit capture lessons learned Business Meeting 8

8 Alex Trombetta, Vice President, International Sales Digital Check Corp 12:15 12:45 Providing a rational view of Fintech Innovation: It does not replace bank, but improves it! Zheng Yongsheng, Assistant General Manager, Bank of China in Singapore, Singapore Business Meeting 9 12:45 13:40 Lunch and Networking 13:45-14:15 Business Meeting 10 14:15 15:15 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 2 roundtables Roundtable 1 Contextual marketing: Understanding the context of the customer engagement via data analytics to optimise interaction Fredric Fanthome, Senior Vice President, DBS, Singapore Roundtable 2 Discussing the challenges of integrating mobile and online channels due to the exponential growth of digital channels Ismael Santos Reyes, Senior Vice President, RCBC, Philippines Roundtable 3 Creating Strategies to Maintain & Sustain Profitability Deepak Johri, President, Asia-Pacific and Emerging Markets, Profit Insight 15:20-15:50 Case study: Providing an introduction of ICBC s Cross-Border E-Commerce Solution Business Meeting 11 Bin Wu, Manager of Marketing Center of Internet

9 Finance, E-Banking Department, ICBC, China 15:55-16:25 Business Meeting 12 16:25-16:55 Fintech Corner New for 2016, Fintech Corner offers a platform exclusively to the latest technology innovations designed to assist banks with their digital transformation. Start-up fintech companies will take the stage for only 5 minutes, demonstrating the operability and value of their invention, a must attend for retail banks. 16:55-17:25 Evaluating the capability of mobility solutions to expand business via new customers, demographics and geographies Natividad Alejo, Executive Vice President and Head, Retail Segments, Bank of the Philippine Islands, Philippines 17:25-17:30 Chairman s summation and close of forum Andrew Haslip, Head of Content for Asia Pacific, Verdict Financial, Australia

Asian Banking Forum - Profitable customer engagement Speakers

Asian Banking Forum - Profitable customer engagement 2016 Speakers Edrick Ho, Head of Digital and Channel Management, Retail Banking Asia Pacific, ANZ, Singapore Bin Wu, VP and General Manager of Marketing