15th - 16th JUNE 2016, SINGAPOREwww.arena-international.com/abf

#abf2016

Profitable Customer Engagement

Organised by:

Agenda

E S S E N T I A L S

Programme Day One

Time DAY 1 | Wednesday 15th June 2016

07:15-08:10 Registration and refreshments

08:10-08.15 Opening Remarks from Forum Director

08:15-08:25Chairman’s opening remarks

Andrew Haslip, Head of Content for Asia Pacific, Verdict Financial, Australia

Paving the future for retail banking

08:25–08:55

“Banking on-the-go”: How to optimise the use of digital and mobile channels�� Digital disruption and customer-centered design & thinking �� Mobile payments landscape & opportunities

How to optimise the use of digital and mobile channels�� Ubiquity across digital and mobile channels�� Customer journey understanding & design�� Customer engagement using contextual offers�� Tips to achieving digital banking paradigm

Sandeep Lal, Managing Director, Head of eSolutions and Payments, DBS, Singapore

08:55–09:25

Consumer trends: Exploring changing consumer behaviour trends while analysing how these trends impact the retail banking sector�� 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�� Establishing what is required to give banks the flexibility to adapt to changing customer behavior in the future

Kit Carson, Head of Retail Banking & Consumer Payments, Verdict Financial Services

Engagement strategies to grow a profitable customer pool

09:30–10:00

Creating a Truly Digital Bank - how prepared are we to navigate the challenges and capitalize on new opportunities for growth and profitability�� Outlining the impact of digital banking and new competitors on today’s retail banking �� Looking at new disruption in the making that will unsettle our industry�� Highlighting how we can proactively digitize our businesses inside-out and re-imagine banking for the future

Chandramouli Kundagrami, Senior Industry Principal, Infosys Finacle, EdgeVerve Systems Limited

Business Meeting 1

E S S E N T I A L S

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 Analytics driven banking to stay competitive and ahead of the curve

Phani Nagarjuna, Global Head of Sutherland Analytics and CEO of Nuevora Business Meeting 2

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 Business Meeting 3

11:10–11:45

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, former Senior Vice President - Global Digital Transformation, Citibank, Singapore

11:45–12:15

Exploring the changing sourcing and outsourcing landscape in banking �� Highlighting the key trends in banking from a Sourcing / Outsourcing perspective�� Focusing on developments / updates to the regulatory landscape: What are the industry implications?

Rui Santos, Global Procurement APAC - Deutsche Bank, SingaporeJaishankar Srinivasan, Chief Operating Officer, Deutsche Bank, Singapore

12:20–12:45

Digital Transformation Management- Injecting Agility and Efficiency into “Old” Processes�� Showcasing how to improve customer-centric 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

Prem Pavan – Vice President, Asia, Kofax

Business Meeting 4

12:50–13:50 Lunch and Networking

13:50–14:20 Business Meeting 5

14:25–14:55

Mobile first: the new meaning of customer first�� What are the expectations of today's empowered consumer?�� Outlining the pivotal role of mobile in the customer journey�� How are brands responding to the challenge of becoming “mobile”?

Stephanie Myers, Vice President, Digital Channels, HSBC, Singapore

E S S E N T I A L S

15:00-15:30

Profitability of retail transactional accounts – trends and strategies

Deepak Johri, President, Asia-Pacific and Emerging Markets, Profit Insight

Business Meeting 6

15:35–16:05

Cutting the queue and upping the service, with intelligent VTMs�� Improving Customer Banking Experience with Smart Automation Services.

Kelly Lin, Business Development Director, JK Tech Group

Business Meeting 7

16:10–16:40

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

Suman Sharma, Head of Learning – Retail Bank, Standard Chartered Bank, Singapore

Business Meeting 8

16:45-17:15

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

17:15–17:25Chairman’s summation and end of day one

Andrew Haslip, Head of Content for Asia Pacific, Verdict Financial, Australia

17:30–19:00 End of Day 1 Drinks reception: Phoenix Ballroom 1

E S S E N T I A L S

Programme Day Two

Time DAY 2 | Thursday 16th June 2016

07:30-08.45

Breakfast briefing: What makes customers loyal and how to motivate greater engagement�� 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

Chair: Andrew Haslip, Head of Content for Asia Pacific, Verdict Financial, Australia

Sponsored by Collinson Group

08:50–09:00Chairman’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 & Performance Management, People’s Bank, Sri Lanka

9:30-10:00

Case study: Retail Banking transformation and customer engagement in Mongolia�� Fulfilling our vision of delivering a world-class financial services in Mongolia through retail banking transformation to offer customer-centric products and services�� Navigating through fierce competition by focusing on customer engagement.

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

Dr. Paing Thet Lwin, Head of Digital Banking CB Bank, MyanmarSimon Linn, Head of Customer Experience, Co-operative Bank, Myanmar

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

Ronnie Sabnani, Senior Director Asia Pacific, Strategic Consulting, Pitney Bowes

Busness Meeting 9

11:05-11:35 Morning Refreshment Break

Exploring new technologies to support profitable customer engagement

11:40-12:10

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

Bhaskar Katta, Regional COO - 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

Clive Bourke, President - DAON

E S S E N T I A L S

12:15-12:30

Spotlight Session: Levers driving lending in a digital world�� What are the levers powering lending business?�� How do they work in current times?�� Outlining the impact of digital technologies on these levers?

Vishal Pant, Senior Vice President - Intellect Design

Business Meeting 10

12:35-13:05

Remote Deposit Capture: A strategic opportunity. The race is on!�� 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

Alex Trombetta, Vice President, International Sales, Digital Check Corp

13:10-14:10 Lunch and Networking

14:10-14:40

Providing a rational view of Fintech Innovation: It does not replace bank, but improves it!�� Branch irreplaceability - role of brick and mortar branch in retail service that Fintech cannot replace in short term�� Bank's future – establishing competitiveness through business upgrade as well as leveraging fintech in standardized services

Zheng Yongsheng, Assistant General Manager, Bank of China in Singapore, Singapore

Business Meeting 11

14:45-15:15 Business Meeting 12

15:15–16:15

INTERACTIVE ROUND TABLESInteractive 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

Michael Ashwin S. Singh, Senior Vice President, Head of Cross-Sell Strategy & Initiatives, RCBC, Philippines

Roundtable 3�� Creating Strategies to Maintain & Sustain Profitability

Deepak Johri, President, Asia-Pacific and Emerging Markets, Profit Insight

16:15-16:45

Case study: Providing an introduction of ICBC’s Cross-Border E-Commerce Solution�� Providing a general introduction of China's cross-border E-commerce industry�� Solutions and Practices of ICBC in cross-border E-commerce and cross-border Finance.

Bin Wu, Manager of Marketing Center of Internet Finance, E-Banking Department, ICBC, China

16:45-17:00Chairman’s summation and close of forum

Andrew Haslip, Head of Content for Asia Pacific, Verdict Financial, Australia

Collinson Breakfast Briefing - "Strategies for creating loyal customers and how to movtivate greater engagement"

An interactive panel discussion consisting of experts from leading brands who will explore the views on the importance of rewards and loyalty

Taking place in the Clove room from 07:30 till 08:45 on Thursday 16th June

Please speak with one of the ABF Team and the registration desk to attend

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