Customer Acquisition & Retention · 2014-07-29 · Customer Acquisition Pavel Ramert, Country Manager, CRiF aldo Bruschi, vice President, CRiF 2. Creating the Digital Bank of Tomorrow:

14-15 May 2014, Park Plaza Amsterdam Airport, The Netherlandswww.arena-international.com/ebf

Organised by:

Customer Acquisition & Retention

SAVE THE DATE. 20th-21st May, 2015, Brussels, Belgium

2015

Customer Acquisition & Retention

E s s E n t i a l s

EBF CaR 2014 programmetime DaY 1 – Wednesday 14 May 2014

07.00-08.00 Welcome Coffee and Collection of Meetings Schedule

08:00-08:05 Chair’s Opening RemarksBellinda Carreira, Executive Head: Interactive Marketing, Standard Bank

08:05-08:35Presentation 1

Digital Banking Strategies; Embracing a New ConsumerDara Deering, Executive Director Retail Banking, KBC


Investment and operational efficiencies – how to have the best of both worldstjeerd Wichers, Director, Head of savings Products, Retail and Private Banking and Commercial Banking, inG Belgium

09:10-09:40 Business Meeting 1


Workshop session Driving digital success

Richard adolph, Enterprise architect, GMC software technology


10:55-11:25 Business Meeting 4Workshop session

M-Commerce: The opportunity for banks!Richard Johnson, senior vice President strategy, Monitise


Workshop sessionDeliver Next Generation Customer and Employee Engagement:

Taking a Multichannel Approach to Mobile Application DevelopmentUmang shah, senior solutions Engineer, Kony


Mobile banking in South AfricaMagnus taljaard, Head, sBG Mobile, standardbank of south africa

12:35-13:35 Lunch


Contextual Banking. Changing customer behaviour and how we as a bank respond to it Jessica niewierra, Director of internet and MobileBanking, aBn aMRO

14:10-14:40 Business Meeting 6 Workshop session – suntecRapid achievement of key benefits of a Core Banking system

transformation without the risks and at 10% of the costMax speur, Chief Operating Officer and Gordon Gray, vice

President, industry Practice, suntec14:45-15:15 Business Meeting 7


15:55-16:10innovation session

Personalised Recommendations in Digital BankingMarc torrens, Chief technology Officer, strands


How to develop an efficient and profitable approach for Mass Segment customers; opportunities and challenges in execution agustin Figueroa, Global Head of Mass segments, BBva



sponsored Workshop sessionUnlocking the value in transactional data - how banks will have to

work as hard as retailers to earn loyaltyCharles Humphreys, Managing Director, aimia


Customer experience – creating the right experience at every touch point to ensure continuous growth through acquisition and retentionDeniz sahin, inGbank

18:20-19:30 Free Time and Networking

19.30-22:30 Drinks Reception and Dinner

E s s E n t i a l s

time DaY 2 – thursday 15 May 2014

07:30-08:25 Coffee and Collection of Meetings Schedule

08:25-08:30 Chair’s Opening RemarksHelena Suchankova, Head of Strategy, Vice President, J&T Banka


European Central BankMr Wiebe Ruttenberg, Head Market integration Division, DG Payments and Market infrastructure, European Central Bank


Modern Customer, Modern Banking, Modern Alior? Krzysztof Czuba, Deputy Chief Executive Officer, alior Bank



Workshop session The missing link

tammo van leeuwen, Business Development Manager, sopra Banking software


innovation Workshop sessions1. Driving Efficiencies in both Front and Back Offices during

Customer AcquisitionPavel Ramert, Country Manager, CRiF

aldo Bruschi, vice President, CRiF

2. Creating the Digital Bank of Tomorrow: Bank 2.0 Lessons from the Trenches

Jouk Pleiter, Chief Executive Officer and Co-Founder, Backbase


Customer Centricity & Profitability: Eurobank Household Lending Casetassos Panoussis, Deputy General Manager, Eurobank Household lending Business

11:50-12:05Misys Digital Channels

Customer Experience – Frustration-free Bankingakos turny, Head of Product Management, Misys Digital Channels


SME segment – discover and explore the potentialstefan stignäs, Head of Retail Banking: Baltic, sEB

12:35-13:35 Lunch


Growing in a difficult environment through sales efficiencies and flexibility Gábor ljubicic, Deputy Chief Executive Officer, Retail Banking Division, OtP Bank Romania

14:10-14:40 Business Meeting 14Workshop session

Transforming Customer EngagementKate Winterflood, senior Product Manager, FiCO


Workshop sessionOn the path to Customer Experience Leadership, TEB

nilufer turhan, tEB Retail and Private Banking Group/ Customer Experience Department, tEB turkey


Customer retention pays offJakub Malach, Mass Banking, Raiffeisen Bank international aG

15:50-16:00 End of the Forum and Closing Remarks

E s s E n t i a l s

08:35-09:05

Presentation 2Investment and operational efficiencies – how to have the best of both worlds

Overview●● Successfully branch manage by developing hubs of knowledge

and advice for your clients●● Increasing your margins through cost savings by managing

efficiently your multi channel development●● Working smart - bring elements of cloud, social media into

your CRM strategy through careful investment●● Realising how to successfully leverage all the tools available to

you and what they can do to support your growth strategy●● Eliminate waste – driving process improvements to create

a business that is more flexible to improve efficiency and productivity

●● Breaking the silos through successful management of change and enhanced collaboration.

led byTjeerd Wichers, Director, Head of Savings Products, Retail & Private Banking and Commercial Banking, ING Belgium

BiographyTjeerd Wichers is the Head of Savings Products for ING Belgium. ING Belgium services all customer segments: more than 2 million mass retail and Private Banking customers, small and medium sized companies, instititutionals and large corporates, with more than EUR 30 bln of Retail saving deposits and EUR 25 bln of Commercial Banking saving deposits.

Previously Tjeerd was responsible for ING Direct start up projects in the UK and in Japan. He started as a Global Management Trainee at ING Group and has 17 years of international banking and insurance experience, with a deep understanding of savings, and large start up and transformation programs. Tjeerd is of Dutch nationality and has a Masters of Business Economics of Maastricht University, for which he also serves on the Advisory Board of Campus Brussels.

09:10-09:40

Business Meeting 1

09:45-10:15

Concurrent Business Meeting 2 and Workshop session led by GMC

Workshop session

Driving digital success

Overview●● Generation D●● New rules of engagement●● Bridging the gap: from legacy to digital.

led byRichard Adolph, Enterprise Architect, GMC Software Technology

BiographyRichard Adolph is EMEA Enterprise Architect for GMC Software Technology.

Programme Day OneWednesday 14 May 2014

07.00-08.00Welcome Coffee and Collection of Meetings Schedule

08:00-08:05

Chair’s Opening Remarks

led byBellinda Carreira Executive Head: Interactive Marketing, Standard Bank

BiographyI am responsible for Digital and Interactive Marketing for the Standard Bank Group and work closely with all our Marketing and Channel teams across all our business units and markets. My team are the Centre of Expertise in the group for digital and direct marketing strategy, web and mobile site and infrastructure management, online development, social media and internal online collaboration. We also assist all our markets with capability and process development, training and we also provide a shared service to the markets where they need support on executing their digital activities.

08:05-08:35

Presentation 1Digital Banking strategies; Embracing a new Consumer

Overview●● Understanding the new consumer●● Product Innovation for the digital environment●● How digital supports omni channel distribution in retail

banking ●● Seamless customer interactions and self-service functionality●● Effective digital marketing for retail banking.

led byDara Deering, Executive Director Retail Banking, KBC

BiographyDara Deering is Executive Director and Head of Retail Banking at KBC Bank Ireland plc. Dara was appointed Executive Director with responsibility for Retail Banking in KBC in February 2012. The bank sees real opportunities in the retail market with customers seeking choice for their core financial products and Dara is leading KBC’s plans to broaden the range of products and increase its relevance in retail banking.

Previously chair of the Irish Mortgage Council, part of the Irish Banking Federation, Dara has also worked in leadership positions in the retail financial services industry for a number of years. She holds an MBA from Smurfit Business School and a Bachelor of Science Management from Trinity College Dublin.

Dara Deering

Bellinda Carreira

Tjeerd Wichers

E s s E n t i a l s

He has been involved in CCM projects for over 15 years at a number of enterprise organisations in the financial servers sector as well as in insurance and the utility sector.

10:20-10:50

Business Meeting 3

10:55-11:25

Concurrent Business Meeting 4 and Workshop session led by Monitise

Workshop session

M-Commerce: the opportunity for banks!

●● The battle for consumer engagement in Mobile Money ●● Threats and opportunities – banks' key assets ●● Defending the banks’ role with the ‘Winning Formula" ●● Benefits: including new revenue streams for banks.

led byRichard Johnson, Senior Vice President Strategy, Monitise

BiographyMonitise is a global leader in mobile money, delivering mobile banking, payment and commerce networks worldwide. Richard is responsible for Monitise Group’s strategy, with a particular focus on stakeholders within developed markets.

Richard has over 20 years experience with some of UK financial services' leading brands, covering retail, private, corporate and investment banking in senior consultancy, operations, marketing, strategy and development roles. Prior to joining Monitise in 2006, he was responsible for the internet and phone channel propositions for the Royal Bank of Scotland and NatWest.

11:30-12:00

Concurrent Business Meeting 5 and Workshop session led by Kony

Workshop session

Deliver next Generation Customer & Employee Engagement: taking a Multichannel approach to Mobile application Development

OverviewTo meet the ever-increasing demands of today’s users, banks must quickly deliver innovative, intuitive mobile experiences for customers and employees. In such a rapidly evolving mobile landscape, this can be easier said than done. Companies struggle to establish and follow a coordinated mobility strategy that meets their business requirements.

Join this session to learn how leading enterprises are taking a multichannel approach to mobile application development, to build customer loyalty, streamline operations and leapfrog the competition.

led byUmang Shah, Senior Solutions Engineer, Kony

BiographyUmang is a Senior Solutions Engineer at Kony Europe. He is responsible for leading mobile solution in Financial Services sector across Europe. Prior to working for Kony, Umang was instrumental in Banking, Online payments and CRM verticals building products and providing services to some of the Europe’s largest institutions.

12:05-12:35

Presentation 3Mobile banking in south africa

Overview●● How mobile is fundamentally changing customer behaviour

and expectations in South Africa●● Standard Bank’s mobile strategy●● Creating a digital engagement platform across the customer

lifecycle●● The value of UX in digital banking●● New opportunities to serve the under banked market.

led byMagnus Taljaard, Head, SBG Mobile, Standardbank of South Africa

Biography Following a diverse career in Corporate and Investment Banking, which included Corporate Finance, Information Technology, Electronic Banking and Corporate Channels, I am currently Group Head of Mobile Banking at Standard Bank.

12:35-13:35

lunch

13:35-14:05

Presentation 4Contextual Banking: Changing customer behaviour and how we as a bank respond to it

Overview●● The present customer ●● Best practices in the market ●● A few of ABN AMRO's achievements ●● Lessons learned ●● Sneak preview.

led byJessica Niewierra, Director of Internet and MobileBanking, ABN AMRO

BiographyJessica Niewierra is Director of Internet and MobileBanking at ABN AMRO. She is responsible for the strategy, development and the operation of ABN AMRO's internet activities,including www.abnamro.nl, Internet Banking, social media and mobile banking. Prior to this, she was Director of Distribution Management and Direct Channels at Fortis Retail Banking in the Netherlands. In that capacity she was responsible for the distribution policy and strategy and for the bank’s internet activities and Contact Centers.

Umang Shah

Magnus Taljaard

Jessica Niewierra

Richard Johnson

E s s E n t i a l s

15:20-15:50

Business Meeting 8

15:55-16:10

innovation session Personalised Recommendations in Digital Banking

led byMarc Torrens, Chief Technology Officer, Strands

16:10–16:40

Presentation 5How to develop an efficient and profitable approach for Mass segment customers; opportunities and challenges in execution

Overview●● Assessing the current system to make an informed decision on

your priorities and possibilities●● Be proactive – using your channels to your advantage and

ensure you have the ability to give the customer what he wants before he knows what he wants

●● Highlighting the role of the smart phone and its place in your CRM system to realise the opportunities available to you

●● Securing more loyal and more profitable clients through efficient campaign management.

led byAgustin Figueroa, Global Head of Mass Segments, BBVA

Biography Agustin is the Global Head of Mass Segment BBVA GROUP. Global Manager (México, USA, Spain, Turkey, Latam). He deals with Strategies as well as Business plans in the Mass Segment Market where BBVA has significant retail banking business. Business Development exec in all aspects of creating, developing and implementing retail banking strategies.

16:45-17:15

Business Meeting 9

Jessica regularly gives presentations at national and international conferences on Digital Innovation, Multi-Access Management and Customer Experience and has featured in various articles on these topics. She is also an occasional guest speaker,teaching master classes on these topics at Nyenrode Business University, Erasmus University and the University of Amsterdam.

14:10-15:15

Concurrent Business Meeting 6, 7 and Workshop session led by suntec

Workshop session

Rapid achievement of key benefits of a Core Banking system transformation without the risks and at 10% of the cost

Overview●● It is inevitable that the banking environment would look

completely different by the next decade.●● Core banking system renewal or replacement is unavoidable

especially as the need to address complex regulatory and liquidity management requirements is expanding.

●● Is this highly risky and significant spend core banking architectures justifiable?

●● Gordon Gray, Financial Services Industry Practice Head for SunTec will present alternative proven approaches to future proofing existing legacy architecture while enabling critical new capabilities needed to compete and achieve regulatory compliance.

led byMax Speur, Chief Operating Officer and Gordon Gray, Vice President, Industry Practice, SunTec

Biography Max leads the Sales, Marketing, Industry Practices, Pre-Sales and Client Services functions at SunTec. With his vast experience and strategic vision, Max has global focus on growth for SunTec. Prior to joining SunTec, Max worked in HP (EDS) Enterprise Services and IMB in different leadership roles and is also the founder of an advisory start-up AT10TION. Max has over 20 years of experience in the IT Industry and has published white papers on Transforming Communications Service Providers and The Future of Directory Services, and has also co-authored a book on delivering superior services. Max was a distinguished speaker at the ITU World Conference and Carrier World in Hong Kong.

Gordon - With over 25 years of management and marketing experience, Gordon is responsible for inspiring new business models and transformative business solutions for the financial services industry. He is an expert in pricing strategy, business process analysis, product roadmap development, marketing automation, capital investment justification, sales team engagement and business-driven iterative development. For the past 13 years prior to joining SunTec in October of 2012, Gordon held the Managing Director role at Charles Schwab, where he was responsible for pricing governance, product development and offer management across all enterprises. He was instrumental in establishing a centralised billing platform utilising SunTec’s technology to enable the consolidation of over 40 legacy billing systems and was the business architect for an offer management platform orchestrating client experience across all channels that is now the central coordination layer for all six enterprises.

Max Speur

Gordon Gray

Marc Torrens

Agusttin Figueroa

E s s E n t i a l s

17:20-17:50

Concurrent Business Meeting 10 and Workshop session led by aimia

Workshop session

Unlocking the value in transactional data - how banks will have to work as hard as retailers to earn loyalty

Overview●● How banks can improve customer engagement through

unlocking the value in their transactional data●● Connecting the dots – how to create value from working in

partnership●● Lessons financial institutions can learn from retailers.

led byCharles Humphreys, Managing Director, Aimia

Biography Charlie is the Managing Director at Cardlytics UK and is responsible for Aimia Business Development for new markets in EMEA. Cardlytics UK is a JV between Aimia and Cardlytics Inc., a US based leader in this field of card-linked marketing in which Aimia owns a minority equity position.

Prior to Cardlytics, Charlie was a member of the Management Team at Nectar, latterly as Director of Business Development and previously managing Nectar’s Client relationships as Commercial Development Director. Charlie joined Nectar at the launch of the Programme in 2002. Before Nectar, Charlie was a consultant with McKinsey & Company in London. He is a Non-Executive Director of The Boat Race Company Limited and holds a degree in biochemistry from the University of Oxford.

17:50-18:20

Presentation 6Customer experience – creating the right experience at every touch point to ensure continuous growth through acquisition and retention

Overview●● Understanding the purchasing habits of your customers to

create the right buying environment ●● Helping your customer by making their purchase experience

easy and seamless●● Front end orchestrating piece - defining the next level of

customer oriented customer service●● Investing at the front end of customer service and converge to

consolidate across all channels and successfully service your clients

●● Drawing parallels between good customer experience and profitability to realise where you can improve your margins

●● Employing a successful customer service strategy to ensure you maximise all your opportunities for sale

●● Highlighting the role of Social Media as the best communication channel to enhance the overall customer service.

led byDeniz Sahin, Vice President, INGbank

18:20-19:30

Free time and networking

19.30-22:30

Drinks Reception and Dinner

Charles Humphreys

E s s E n t i a l s

Programme Day Twothursday 15 May 2014

07:30-08:25

Coffee and Collection of Meetings schedule

08:25-08:30

Chair's Opening Remarks

led byHelena Suchankova, Head of Strategy, Vice President, J&T Banka

BiographyHead of Corporate Strategy contribute to establishing J&T Banka's strategy. I am responsible for developing strategic initiatives that enable the achievement of annual operational objectives and take into account long term impacts.

●● Support senior management in developing the corporate strategy, development and management of the resulting strategic initiatives.

●● Spearhead strategic initiatives in collaboration with the business units and head office functions.

●● In-depth understanding of environment in which J&T Banka operates

●● Keep abreast of major Czech, Slovak and global economic trends

Monitor and proactively analyze, on an ongoing basis, internal and external events that affect J&T Banka, so as to provide ideas and intellectual leadership for both short-term tactics and long-term positioning and vision. Advise the business units and head office functions on how to align their business strategies with the corporate strategy.

08:30-09:00

Presentation 7European Central Bank

led byMr Wiebe Ruttenberg, Head Market Integration Division, DG Payments and Market Infrastructure, European Central Bank

Biography Wiebe Ruttenberg (The Netherlands, 1967) started his career in 1994 as a Policy Advisor to the Minister of Finance of the Netherlands on Energy, Telecom and Infrastructure Issues.

In 1999 he joined De Nederlandsche Bank (DNB) to become Project Secretary for the National 2002 Euro Change Over Project. After finalisation of the euro changeover he became Head of the Payments Policy Department at DNB.

Since March 2006, Wiebe Ruttenberg has been Head of the Market Integration Division at the European Central Bank (ECB), dealing with – among others – issues on retail payment integration and innovation and on the Single Euro Payments Area (SEPA). He also chairs the Payment Systems Policy Working Group of the European System of Central Banks (ESCB).

09:00–09:30

Presentation 8Modern Customer, Modern Banking, Modern alior?

Overview●● Impact of changes on banking●● How to drive change into opportunity to growth?●● Meaning of modern banking today●● Still thinking about the future

led byKrzysztof Czuba, Deputy Chief Executive Officer, Alior Bank

Biography He was involved in the project of establishing Alior Bank from the beginning. Since the moment of receipt of a banking licence, he has been responsible for strategic advisory services and handling projects related to the launch of the retail offering. He was involved in the organisation of the activities of the Retail Regions and Branches and prepared the assumptions to the project for starting up the Bank’s agencies. Furthermore, he exercised control over the implementation of the plans to acquire and finance the Bank’s branches. He worked for Bank BPH from 1994 to 2007, where he held the posts of Branch Manager, Macroregion Retail Banking Director, followed by the Bank’s Managing Director responsible for the Sales and Distribution Area in the Retail Banking Division. He graduated in Management at the Kraków University of Economics. He has participated in a number of training courses, including the General Management Program organized by the Vienna University of Economics (2006) and Professional Banking Cyber School in Switzerland (2006).

09:35-10:05

Business Meeting 11

10:10-10:40

Concurrent Business Meeting 12 and Workshop session led by sopra Banking software

Workshop session

the missing link

Overview●● Multi-channel availability is no longer a real differentiator.

The challenge is not only to be faster and more cost effective than competitors but also to manage an optimal customer experience in an economically effective way.

●● Unfortunately, most back office systems are silo-based and not designed to support these new demands.

●● What are the changes required in core banking software to support the new challenges and how can these be integrated in the existing IT landscape to maximize the front office investment’s benefits?

led byTammo van Leeuwen, Business Development Manager, Sopra Banking Software

Biography As the Market Development Manager of Sopra Banking Software, Tammo Van Leeuwen supports

Wiebe Ruttenberg

Helena SuchankovaKrzysztof Czuba

Tammo van Leeuwen

E s s E n t i a l s

the organization in the definition, planning and practical implementation of the go-to-market strategy for new territories. Regularly, he’s also a speaker at internal, external and/or international events.

10:45-11:15

Concurrent Business Meeting 13 and innovation Workshop session

innovation Workshop sessions1. Driving Efficiencies in both Front and Back Offices during Customer acquisition

●● Empower your sales force●● Automate your end-to-end processes●● Make smarter decisions faster

led byPavel Ramert, Country Manager, CRIFAldo Bruschi, Vice President, CRIF

2. Creating the Digital Bank of tomorrow: Bank 2.0 lessons from the trenches

led byJouk Pleiter, Chief Executive Officer and co-founder, Backbase

11:20-11:50

Presentation 9Customer Centricity and Profitability: Eurobank Household lending Case

Overview●● How you derive value through segmented customer campaigns ●● “Golden rules” to customer centricity and Customer Lifetime

Management ●● Highlighting the importance of new technology in offering

added value to your clients●● Case: Loyalty mobile App ●● Opportunities and challenges

led byTassos Panoussis, Deputy General Manager, Eurobank Household Lending Business

Biography Mr. Tassos Panoussis is Deputy General Manager of Eurobank. He is responsible for the Commercial and International Activities of Consumer, Mortgage Lending and Card Business.

His responsibilities cover the areas of Product/Business Development, Sales, Marketing, Training, CRM and Loyalty, Customer Experience and Support, including a full range of lending products for individuals. ie mortgage, consumer loans and cards. At the same time he is responsible for Mortgage, Consumer and Cards in all Eurobank subsidiaries abroad.

11:50-12:05

Misys Digital ChannelsCustomer Experience – Frustration-free Banking

led byAkos Turny, Head of Product Management , Misys Digital Channels

12:05-12:35

Presentation 10sME segment – discover and explore the potential

Overview●● Client acquisition – “In the shoes of the customers” via

Interactive Packaging●● Client retention – How to enable and nurse Entrepreneurship &

Innovation●● Efficiency – Optimizing channel usage regarding Competence

and Service

led byStefan Stignäs, Head of Retail Banking: Baltic, SEB

Biography Stefan is responsible for SEB´s retail operation in Estonia, Latvia and Lithuania. SEB Retail Baltic consists of 125 Branch offices, 3 Contact Centers, Private Banking and E-banking.

SEB Baltic Retail is serving more than 1,8 million private clients and 130 thousands SME clients.

Stefan is a graduate from Umeå University and has worked in SEB since 1994. Previous to his role in SEB Baltics he held the position as Head of Mid Corporate International within SEB Merchant Banking.

12:35-13:35

lunch

13:35-14:05

Presentation 11Growing in a difficult environment through sales efficiencies and flexibility

Overview●● Romanian macroeconomic and banking landscape●● How to gain market share and increase profitability? ●● OTP Bank Romania`s positioning and strategy●● 7Ps Analysis of the personal loan offer●● Results

led byGábor Ljubicic, Deputy Chief Executive Officer, Retail Banking Division, OTP Bank Romania

Gabor Ljubicic

Tassos Panoussis

Stefan Stignäs

Pavel Ramert

Aldo Bruschi

Jouk Pleitera

E s s E n t i a l s

Biography Gábor Ljubicic(45) has a long and prodigious career with OTP Group. He joined the Bank in 1986, occupying several positions including manager, branch network coordinator and deputy district director. Starting from 1997, he led the projects for electronic banking services and later became the head of the Electronic Services Directorate. Between 2001 and 2007, he occupied various managerial positions at OTP Bank, as Deputy Executive Director for Banking Group and Branch Network Directorate, Executive Director at Downtown Region and Deputy Executive Director for Northern Hungary Region.

Apart from these positions, he had other professional assignments, such as: Member of the Board at OTP Mortgage Bank (2003-2007) and Member of the Supervisory Board at OTP Asset Management since 2008. Gábor Ljubicic has been Deputy CEO , Head of the Retail Banking Division at OTP Bank Romania, since 2007. From 2012, he is also the Vice-Chairman of the Management Board at OTP Bank Romania.

14:10–14:40

Concurrent Business Meeting 14 and Workshop session led by FiCO Workshop session

transforming Customer Engagement

Overview●● The latest customer channel preference trends and how they

vary by communication type●● The new technologies that are available to banks to deliver

a truly integrated multi-channel customer communications solution

●● Porioritising where to start and providing differentiation in customer service throughout the customer lifecycle

led byKate Winterflood, Senior Product Manager, FICO

Biography Kate Winterflood is a Senior Product Manager at FICO, responsible for the Customer Communication Services products.

Kate started her financial service career at The Royal Bank of Scotland in 2001; where she completed the Graduate Development Programme before going on to hold various roles in ecommerce and payment services. In 2010, when RBS sold a majority stake in its payment business WorldPay, Kate moved with the business and was responsible for Product Development for their largest global clients.

She moved to FICO in 2012, at the point the company acquired Adeptra and has since focussed on diversifying the product portfolio to ensure FICO has the latest and most innovative customer engagement tools for optimising customer service available for their clients.

14:45-15:15

Concurrent Business Meeting 15 and Workshop session led by Monitise

Workshop session

On the path to Customer Experience leadership, tEB

Overview●● Customer experience model in TEB●● NPS Program goals to increase retention ●● NPS Program approach ●● NPS Program change management activities ●● Other customer experience activities across channels

led byNilufer Turhan, TEB Retail and Private Banking Group/ Customer Experience Department, TEB Turkey

15:20 -15:50

Presentation 12Customer retention pays off

Overview●● Different forms of customer attrition, practical approach in

recognizing a customer relationship going to its end●● How much a successful retention may contribute, retention P/L●● From a paper concept through retention test to its

implementation, a case study incl. benchmarks

led byJakub Malach, Mass Banking, Raiffeisen Bank International AG

Biography Jakub works in Raiffeisen Bank International. He is responsible for 12mln mass customers base management in 15 countries, including the customer on-boarding, upgrade and retention. Beside that, he is managing the liabilities portfolio of 10+bln EUR in volume.

Previously, he was engaged in credit cards business in both Raiffeisen and Citibank.

In Citibank, he went thru multiple management positions in risk, controlling, sales and distribution and cards. Before the Citi engagement, he worked for Societe Generale. Jakub has the PhD in Customer Relationship Management at the University of Economics, Prague.

15:50- 16:00

End of the Forum and Closing Remarks

Kate Winterflood

Nilufer Turhan

Jakub Malach

A trading division of Progressive Media Group Ltd. John Carpenter House, John Carpenter Street, London EC4Y 0AN, England.

www.arena-international.com

Documents

Customer Acquisition & Retention · 2014-07-29 · Customer Acquisition Pavel Ramert, Country Manager, CRiF aldo Bruschi, vice President, CRiF 2. Creating the Digital Bank of Tomorrow: