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8th Annual Technology & Innovation – the Future of Banking & Financial Services, Sydney
November, 2013 | Hilton Hotel, Sydney
FST MEDIA 2
Delegates networking at exhibitor stands between
sessions.
Ian Muir, Head of Customer Experience, Westpac
discusses retaining customers while deepening
relationships through digital.
Sydney’s leading banking and financial services technology event Mobile banking, enhancing customer experience and digital
innovation were among the on-trend topics discussed by
industry thought-leaders at FST Media’s 8th annual
Technology & Innovation – the Future of Banking and
Financial Services conference hosted on 7 + 8 November
2013 at the Hilton Hotel, Sydney.
The annual event gathered a crowd of more than 700 elite C-
suite executives including CIOs, CTOs, EGMs and Divisional
Heads from all areas of financial services technology.
Dialogue was robust and varied, with active audience
participation during the challenging panel debates.
The conference featured an outstanding international keynote
speaker. Alan Grogan, Chief Analytics Officer, the Royal Bank of
Scotland (UK) outlined how to succeed with predictive analytics and how to leverage real-time analytics to
deliver increased customer value.
A key event highlight was the IT Leaders panel, which included innovation executives from Bank of
Queensland, Bankwest, St. George Banking Group, Zurich and Credit Union Australia. Panellists discussed
the key IT priorities for 2013 and beyond as well as opportunities for the financial services industry.
Live audience polling captured the engagement of the entire room on key speaker’s themes, while the
Twittersphere was abuzz with the hashtag #FSTSYD for the duration of the event.
Great event and good value for time spent.
Sandeep Mathur, HSBC
Very insightful learning experience. Really motivates me to go back and inject ideas into my organisation.
Esin Dundar, Suncorp
FST MEDIA 3
The latest trends and challenges dominating discussion:
• Optimising technology to identify and deliver a unique
customer experience
• Attracting and retaining customers while deepening
relationships through digital
• How to combine face-to-face and digital banking technology
to deliver personalised services
• Streamlining the payments experience in-store, online and
through mobile channels
• Uncovering paradigm shifts in customer expectations due to
disruptive technologies
• Employing user service mapping and personas to understand the customer journey
High calibre speakers and panellists included:
• Mark Hand, Managing Director of Retail Distribution, ANZ
• Julie Bale, Chief Information Officer, Bank of Queensland
• Andy Weir, Chief Executive Enterprise Services and CIO,
Bankwest
• Dhiren Kulkarni, Chief Information Officer, St. George
Banking Group
• Rajat Taneja, Chief Information Officer – Asia Pacific General
Insurance, Zurich
• David Gee, Chief Information Officer, Credit Union Australia
• Ian Muir, Head of Customer Experience, Westpac
• Alan Grogan, Chief Analytics Officer, the Royal Bank of Scotland (UK)
• Greg McAweeney, Executive General Manager, RaboDirect Australia & New Zealand
• Mike Baldwin, Head of Innovation and Implementation, GTS, Westpac
• Janelle McGuinness, Head of Digital & Emerging Channels, ING Direct
• Murray Howe, Executive Manager, Digital Strategy & Innovation, Suncorp
• Martin Collings, Vice President, Head of Innovation Management & Commercialisation, MasterCard
Labs, MasterCard
• Vipin Kalra, Country Manager, Australia, Visa
• Andrew Fell, General Manager, Retail Banking, St George Bank
• Thor Essman, General Manager, Enterprise Applications, Development & Testing, NAB
• Kate Kerr, Head of Marketing, Communications & Client Experience, MetLife
• Linda Broady, Head of Customer Focus, Allianz Australia
• Anna-Maree Shaw, Head of Group Customer Marketing, Suncorp
Question time during the IT Leaders Panel
Digital Marketing Leaders Panel discussing how to drive the next wave of retail banking growth through digital marketing
FST MEDIA 4
• Lisa Claes, Executive Director, Distribution, ING Direct
• Danny Malone, Executive, New Technologies, RACQ
• Ian Hendey, Group Executive, Sales, ME Bank
• Karen Ganschow, General Manager, Customer Relationship Marketing, Westpac
• Andrew Murrell, General Manager Direct and Digital Channels, Bank of Queensland
• Chris Kenny, Head of Marketing, ING Direct
• Simon Clarke, Head of Online Banking, Suncorp Bank
• Daniel Prowse, Head of Digital Marketing, ANZ
• Tim Tez, Chief Marketing Officer, AIA
• Rowena Samaraweera, Head of Digital Channels, Suncorp Bank
Delegate Profile
More than 100 leading banking and financial services organisations represented.
61%18%
8%
6%7%
Job function breakdown
61% ─ Manager/Other Executive
18% ─ C-level/Heads/Group Ops
8% ─ GM/Exec GM
7% ─ Dir/Exec Dir
6% ─ Senior Manager
70%
20%
7% 3%
Industry Breakdown
70% ─ Retail & Business Banking
20% ─ Investment Banking/Wealth Mgmt
7% ─ Analysts/Industry/Cards/Exchange/Other
3% ─ Insurance
More than 160 C-level executives and Divisional Heads represented.
Extremely valuable use of my time. A not to be missed event.
Jeffrey Evans, American Express
FST MEDIA 5
Social Media Engagement
#FSTSYD created dynamic conversation throughout the event. FST Media embraces social media and there was plenty of discussion on Twitter during the conference. Delegates tweeted throughout the event adding an extra dimension to the conference, and expanding the reach of the sponsors through thousands of additional followers. Here is a snapshot of some of the tweets:
FST MEDIA 6
44%
19%
17%
15%4%
What is your top IT priority for the next year?
44% ─ Enhance customer experience
19% ─ Using predictive analytics to gain customer insights
17% ─ Development of digital offerings
15% ─ Upgrading core systems
4% ─ Securing the bank from emerging threats
Critical industry insights from live polling results
Live polling of the delegation provided insights from CIOs, divisional heads and senior managers on a range of topical areas including top IT priorities of the year, how organisations are leveraging technology to enhance customer experience and enable sales growth, trends for financial institutions in the year ahead, must have mobile functionalities in the future, and main goals for core banking transformation.
46 per cent of organisations have a multi-channel approach to improving customer behaviour followed by 27 per cent investing in mobile and web banking and 13 per cent are engaging customers through social channels to enhance customer experience and enable sales growth. Results from live polling also revealed that a majority of delegates agreed that the convergence of mobile, social, data and cloud is biggest game changing technology for financial institutions in the year ahead. 37 per cent of attendees disclosed that mobile wallets is the must-have mobile functionality for banks in the future followed by 23 per cent voting P2P mobile payments.
68 per cent revealed that gauging customer behaviour trends would be dominant in their digital marketing strategy in assisting in their business over the next 18 months. 42 per cent of delegates advised that future-proofing the core technology for new forms of banking would be their main goal for core banking transformation followed by 22 per cent advising an upgrade to multi-channel banking was their main goal. According to 44 per cent of delegates enhancing customer experience is the top IT priority for financial institutions in the year ahead, followed by using predictive analytics to gain customer insights, development of digital offerings, upgrading core systems and securing the bank from emerging threats.
Testimonials
“I attend the FST Media event every year as my method of understanding the latest industry trends.”
Rainer Runge, Infocentric
“FST provide a well-managed technology conference by bringing technology leaders to the podium who share interesting insights and learnings in technology of the future.”
Kim Rook, Westpac
“The agenda was second-to-none and the day did not fail to live up to expectations.”
Mark Shaw, Hitachi Data Systems
FST MEDIA 7
Sponsors FST Media would like to thank our sponsors for supporting this important industry event and delivering
another successful conference for the financial services and technology community.
LEAD SPONSOR
NETWORKING
LUNCH
POLLING SPONSOR
PLATINUM
& COFFEE
SPONSOR
PLATINUM
& COFFEE SPONSOR
SILVER SPONSORS
SUPPORT
SPONSORS
JUICE SPONSOR
FST Media produces the most successful technology conferences, roundtables and specialist publications for the banking, insurance and
wealth management sectors across the Asia Pacific region. With extensive management experience in conference production, journalism and
business development, FST Media is inextricably linked with excellence. The team prides its reputation on unparalleled access to senior
financial services executives, and the delivery of high-quality information on trends and disruptions in the financial services sector.
Head office L6, 30 Alfred Street Milsons Point NSW 2061 Sydney Australia P: + 61 2 9376 3220 E: info@fst.net.au
W: www.fst.net.au
Singapore office #02-07/08 China Square Central 20 Cross Street Singapore 048422 P: +65 3157 6020 E: info@fst.asia
W: www.fst.asia
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