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#CCX19
PARTICIPANT EVENT GUIDE
Enabling connection& inspiring innovation
CCX Forum: Channels & Customer Experience 4 - 5 APRIL 2019 Barcelona www.efma.com/ccxforum19
SME Banking Summit13 - 14 JUNE 2019 Viennawww.efma.com/sme19
World Retail Banking Summit 12 - 13 FEBRUARY 2019 Dubai www.efma.com/dubai19
Retail Banking Summit in Lebanon3 JULY 2019 Beirutwww.efma.com/lebanon19
Learning Expedition in Asia16 - 19 SEPTEMBER 2019 Reserved for AI Executive Certificate participantswww.efma.com/AIExecutiveCertificate
Learning Expedition in London25 - 27 JUNE 2019 Londonwww.efma.com/LElondon19
Bank + Fintech 2 - 3 APRIL 2019 Barcelonawww.efma.com/bankfintech19
Learning Expedition in USA1 - 3 OCTOBER 2019 New York www.efma.com/LEusa19
Retail Banking Summit in Asia6 - 7 NOVEMBER 2019 Singaporewww.efma.com/asia19
DMI Awards Ceremony16 OCTOBER 2019 ParisBy invitation onlywww.efma.com/innovationawards19
Innovation Summit 14 - 15 OCTOBER 2019 Pariswww.efma.com/innovation19
Learning Expedition in Dubai & Abu Dhabi26 - 28 NOVEMBER Dubai & Abu Dhabiwww.efma.com/LEme19
47th Efma Congress17 - 18 OCTOBER 2019 Pariswww.efma.com/congress19
Efma l 10 Boulevard Haussmannl 75009 Paris l France l Tel:+33 1 47 42 52 72 l Fax:+33 1 47 42 56 76 l [email protected] l www.efma.com
NIF/TVA: FR 41 784 856 239 l N° SIREN: 784 856 239 l Code APE: 6619B
EVENTS
Insurance Summit13 - 14 JUNE 2019 Vienna www.efma.com/insurance19
Insurance Awards Ceremony24 JUNE 2019 Amsterdam By invitation onlywww.efma.com/innovationininsurance
PROGRAM 4-5 APRIL 2019
FRIDAY 5 April 2019
PLENARY SESSION: GETTING TO THE CONCEPT OF HUMAN EXPERIENCE
PLENARY SESSION: BEYOND DIGITAL: BIONIC BANKERS AND CUSTOMERS
VISIT AT CAIXABANK: SEE, MEET, HANDS-ON…
PLENARY SESSION: DIGITAL TRANSFORMATION TO ENHANCE YOUR CUSTOMER’S EXPERIENCE
PLENARY SESSION: THE FUTURE OF BANKING PREDICTED BY AN OPEN BANKING PIONEER
PLENARY SESSION: THE FUTURE OF DISTRIBUTION
8.50
8.45
9.30
16.00
9.15
9.45
13.30
14.30
14.00
15.00
17.45 End of day 1
16.30 End of the conference
12.05 Lunch
13.00 Lunch
THURSDAY 4 April 2019
CUSTOMER EXPERIENCE CONFERENCE
CUSTOMER EXPERIENCE CONFERENCE
ARTIFICIAL INTELLIGENCE CONFERENCE
ARTIFICIAL INTELLIGENCE CONFERENCE
CUSTOMER EXPERIENCE CONFERENCE
CUSTOMER EXPERIENCE CONFERENCE
ARTIFICIAL INTELLIGENCE CONFERENCE
AUGMENTED ADVISOR CONFERENCE
AUGMENTED ADVISOR CONFERENCE
BIG DATA & CUSTOMER DATA CONFERENCE
BIG DATA & CUSTOMER DATA CONFERENCE
AUGMENTED ADVISOR CONFERENCE
AUGMENTED ADVISOR CONFERENCE
BIG DATA & CUSTOMER DATA CONFERENCE
10.55
14.15
15.45
Welcome coffee and registration
What you will learn from this agenda
Philippe Van Fraechem General Manager, North Europe & Worldwide Programme Director Efma Belgium
How to create a superior customer experience?
How ING created an agile and innovative platform Building the ING of tomorrow – one brand, one customer experience The ambition underlying our transformation is to create one user experience for our 38 million customers in 40 countries To achieve this goal we’re uniting our businesses to offer the same experience everywhere and experimenting with different types of platforms
Aris Bogdaneris Member of Management Board ING Bank Netherlands
The concept of “Assisted Digital” in human touchpoints: a new omnichannel hybrid strategy
How digital strategy empowers human touchpoints No customer left behind!
Magda Blicka Global Head of Customer Experience for Contact Centres HSBC UK United Kingdom
8.50
8.00
10.30
12.05
Coffee break
Lunch
Why your customer may damage your future growth prospects?
Banks drive to maximise the use of technology – it is expensive, does it drive greater loyalty? Is technology the differentiator in the eyes of customers? Regulators – added cost or benefit Competition – do you really appreciate who is coming to eat your dinner? Data – is this the answer to future differentiated growth? Customers – how well do you really understand them?
John Berry Senior Advisor Efma United Kingdom
How to measure and take customer experience decisions
Ozkan Aykut Demir Chief Executive Officer Pisano United Kingdom
& Urata Huruglica CX Manager Raiffeisenbank Kosovo
Beyond Digital: it’s time you meet the bionic banker and customer
What’s next in customer services? Bionic-based customer experience What opportunities for bankers in a merged physical & digital world? What should be the next banking experience in that context?
Tom Cheesewright Applied Futurist & Author of “Book of the Future” Book of the Future United Kingdom
Digital transformation from a branch-heavy to a digital-first bank
Hammad RasoolHead of Digital Transformation National Bank of Oman Oman
& Miljan Stamenkovic Regional VP Financial Services - Europe Kony Netherlands
PROGRAM 4 APRIL 2019
9.00
11.00
11.20
11.50
10.00
9.30
Beyond digital: bionic bankers and customers
Getting to the concept of human experience
How to make data speak for business and customer experience improvements?
How artificial intelligence can create acceleration and open innovation What are the benefits of democratizing your data? Create a new and collaborative experience for your employees and your customers
How to combine high end services and business growth in affluent and millennials segments
How to increase services to high potential segments while growing your business How banks use technology to better serve millennials and affluent segments?
How to create superior Digital Customer Experience?
How our Customer Experience vision is focused on generating business value
How our Digital Customer Experience practice has evolved to reach that vision
What are the key aspects of our practice in order to capture value for the business
Lorenz Hänggi Head Innovation Engineering, AXAnaut AXA Winterthur Switzerland
Joaquin de Valenzuela EMEA Head of FS Salesforce Spain
& Luca Romagnoli Head of EMEA Business Development - Financial Services Salesforce United Kingdom
13.30AUGMENTED ADVISOR CONFERENCE CUSTOMER EXPERIENCE CONFERENCE
What is your next workforce experience?
UniCredit won the award at Efma-Accenture DMI Awards Ceremony 2018!
How to foster collaboration and mutual aid thanks to the “MarketPlace”
14.00
14.30
Lukas Schneider Vice President Strategy & Partnerships Seatfrog United Kingdom
Aurelie L’Hostis Senior Analyst Forrester United Kingdom
Customer experience transformation in the travel industry
How technology has disrupted the travel chain (before, during and after the journey) How changing customer behavior requires a different experience
Case examples of good customer experience we can learn from Lukas was previously an Etihad and Groupon Executive!
Elevate your customer service strategy to deliver superior customer experiences
What’s the state of customer service in retail banking? What strategies and technologies should banks implement to transform customer service?
PROGRAM 4 APRIL 2019
Nikolina Zecic Head of CEE Digital Collaboration UniCredit Austria
Marc Caparrós Chicón Head of Digital Customer Experience Caixabank Digital Business Spain
AUGMENTED ADVISOR CONFERENCE CUSTOMER EXPERIENCE CONFERENCE
Coffee break and networking
End of day 117.45
PANEL DISCUSSION:
What are the tools for a better customer
experience?
Poyraz Ozkan Founding Partner Alterna Turkey
Deniz Guney Director of Marketing Communications, Customer Experience and Digital Banking Fibabanka Turkey
Using voice of the customers (VoC) to improve new customer and onboarding performance.
- Fibabanka’s unique customer experience model- How can Voice of Customers power up customer acquisition and onboarding performance?- What role can experience analytics play to deepen insights and
PROGRAM 4 APRIL 2019
UNIQUE FEATURE in the program! Deep dive into one of the most innovative banks in the world
Three unique experiences:
Dayone: the CaixaBank service for start-ups, scale-ups and their investors Beyond FS, how to grow the business of start-ups, scale-ups and investors portfolio
New Caixabank stores: when a bank is a store New shopping experience: how to transform a bank into a store
ImaginCafé ImaginCafé visit to experience a flagship venue for millennials.
Visit at CaixaBank: see, meet, hands-on…
15.00
15.30
16.00
CLICK ON THE ICONS
TO SEE WHAT HAPPENED LAST YEAR
@Efma_news#CCX18
2018 CCX ForumFlickr photo gallery
Lorenz Hänggi Head Innovation Engineering, AXAnaut AXA WinterthurSwitzerland
Joaquin de Valenzuela EMEA Head of FS Salesforce Spain
PROGRAM 5 APRIL 2019
Smart business, AI and CX: Why size should not be part of the challenge
AI can help you to re-imagine your customer experiences, no matter your size or your budget How automation and machine learning can play a vital role if you want to create more intelligent, informed and convenient contents for your clients
Machine learning in financial institutions
Data is the fuel of AI Skills gap in financial services
New approach to big data and segmentation: the National Bank of Greece’s AI journey
How to create an in-house AI factory How AI can identify low signals How machine learning architecture can support predictive analytics
Julio Prada General Manager EMEA Inbenta Spain
& Jessica Reynoso Commercial Innovation Manager MoraBanc Andorra
Jean Luc Moisan Sales Engineering Manager - Financial Services Google France
ARTIFICIAL INTELLIGENCE BIG DATA & CUSTOMER DATA
How we use the power of AI to design UX
Maxi – Isbank’s AI-based conversational banking service How we use the power of AI to design UX
Dennis Khoo MD & Regional Head of Digital Banking, Head of Group Retail Strategic Transformation UOB Singapore
Attila Kezdody Head of Data Asset Management and CRM MKB Bank Hungary
How cognitive analytics tools help customers make smarter banking decisions
How to extensively use insights to develop offers to customers, mainly for non-financial products.
AI and RealTime Campaigns
Data Ecosystem – banking and beyond The value of data depends on its ultimate use Frequency * Value * Relevance = CX & Revenue Banking is necessary, but banks are not – unbundling and rebundling
Hüsnü Mete Günes Head of Digital Banking Division Isbank Turkey
Dimitrios Vlitas Visiting Professor in Mathematics & Machine Learning University of Toronto Canada
& George Marinos Director of the Digital Transformation National Bank of Greece Greece
8.45
9.15
9.45
8.00
10.15
Welcome coffee
Coffee break and networking
Digital Transformation to enhance your Customer’s Experience
Luis Corte-Real International Sales Executive ebankIT Portugal
& Massimo Catrambone Partner Management – Technology & Development Hypothekarbank Lenzburg Switzerland
10.55
PROGRAM 5 APRIL 2019
What can we learn from brilliant failures in CX & Channels?
Failing is not only inevitable, but also an essential learning process But where everyone agrees that we should learn from our failures, no one tells how to do this Introducing a framework for value creation by accepting and learning from Brilliant Failures
Paul Louis Iske Founder and Chief Failure Officer - Institute of Brilliant Failures KnoCom Netherlands
Next generation digital channels: Digital sales and remote management services
Remote Management Service: improving sales and efficiency Rebuilding the process with digital capabilities. Specific digital case: Consumer Loans à We rebuilt the process with digital capabilities increasing number of sales Micro consumer loans à We built a digital capability that allows customer to pay in 3 to 12 months receipts of >100€ AutoRenting à We are taking advantage of digital channel increasing awarness and leads
Jordi Amorós Brotons Channels Director Banco Sabadell Spain
Driving customer experience by embedding banks into users’ digital and social lives
Using social messaging apps as a new engagement channel for financial services Providing seamless and intuitive gateway to everyday banking activities Driving customer experience through the most used app on the planet: the smartphone keyboard Positioning banks as innovation leaders: what it takes to be always in front of the customer
Seon M. Ahn Head of Digital Commerce Standard Chartered Bank South Korea
& May Michelson Head of Business Development - Europe PayKey Israel
Rating Agency of Digital Performance
Nicolas Babel Chief Raiting Officer D-Rating France
Creating Connected Experiences
How to transform from traditional bank to digital-first enterprise Smart technologies and deep culture change as the key to the future of banking
Cornel Dixon Head of Middle East and Africa Backbase Netherlands
11.40
14.45
12.10
11.25
12.40
The future of banking predicted by an Open Banking pioneer
Matthias Kröner Chief Executive Officer, Founder Fidor Bank Germany
Customer service improved by Artificial Intelligence: EVO Assistant
Javier Gonzalez Dominguez Digital Innovation and Big Data Director Evo Banco Spain
14.15
15.15
Worst practices in customer experience
The future of banking predicted by an Open Banking pioneer
Lunch & visit to the Fintech Village13.00
PANEL DISCUSSION: The future of distribution
Jordi Amorós Brotons Channels Director Banco Sabadell Spain
& Paul Louis Iske Founder and Chief Failure Officer - Institute of Brilliant Failures KnoCom Netherlands
& Matthias Kröner Chief Executive Officer, Founder Fidor Bank Germany
& Cornel Dixon “Head of Middle East and Africa Backbase Netherlands
15.45
End of the conference16.45
ASSOCIATE MEMBERSASSOCIATE MEMBERS
BUSINESS PARTNERS
MEDIA PARTNERS
WE THANK OUR PARTNERS
COUNCILS
When and where are the next meetings taking place in 2019?
Warsaw, Lodz mBank
12-13 March
CasablancaAttijariwafa Bank
13-14 November
What are the Efma councils? Reserved for Efma members, the councils are exclusive groups of senior executives from leading banks and insurance companies that meet three times per year and exchange on the latest ideas and industry developments. To date, Efma councils gather more than 250 members from 40 countries.
Vienna Erste Group
11-12 June
What are the topics of the Efma councils?
Members: 36Countries: 12www.efma.com/insurancecouncil
INSURANCE
Members: 62Countries: 20www.efma.com/ digitalchannelscouncil
DIGITAL CHANNELSAFFLUENT & PRIVATE BANKINGMembers: 33Countries: 17
www.efma.com/ affluentandprivatecouncil
OPERATIONAL EXCELLENCE
Members: 36Countries: 19
www.efma.com/ operationalexcellencecouncil
PHYSICAL CHANNELSMembers: 38Countries: 21
www.efma.com/physicalchannelscouncil
Members: 45Countries: 16www.efma.com/smebankingcouncil
SME BANKING
FINTECH & INNOVATION
www.efma.com/fintechandinnovationcouncil
Members: 52Countries: 19
INNOVATIVE PAYMENTS
www.efma.com/innovativepaymentscouncil
NEW COUNCIL to be launched in November 2019
Solution provider presentation
Break11.15–11.45Expert presentation11.45–12.45
Wrap upWorkshop14.30–16.00
12.45–14.00 Lunch14.00–14.30
08.15–08.45 Welcome coffee and registrationWelcome speech08.45–09.00
Host presentation & discussion09.20–10.40
09.00–09.20 Introduction & round table greetings
Collaborative session10.40–11.15
Efma l 10 Boulevard Haussmannl 75009 Paris l France l Tel:+33 1 47 42 52 72 l Fax:+33 1 47 42 56 76 l [email protected] l www.efma.com NIF/TVA: FR 41 784 856 239 l N° SIREN: 784 856 239 l Code APE: 6619B
What does the meeting programme look like?
Which institutions are among the members of the councils?
What is the new format of the Efma councils?
How can I become a member of the councils? Please note that only Efma members institutions can attend councils, with the exception of the Insurance Council. If you are a member and you want to take advantage of these exclusive events of the Efma councils, please contact Maïlys. If you are not an Efma member yet, join the Efma community: www.efma.com/joinefma
Maïlys Mertian Council Programme [email protected] +33 1 47 42 66 39
Constantly seeking to satisfy the needs of its members, Efma is updating and improving its services. The Efma councils format is the result of members demands and feedback, and it comprises:
16.00–16.1516.15 – End of the meeting
Collaborative sessionsIndustry expert presentations
WorkshopsOut of the box sessions: Fintech; visits, etc.
An informal gathering the eveningbefore the meeting
CREATE THE FUTURE TOGETHER!
Philippe Van FraechemProgram [email protected]
Jézabel ChaveEvent Manager
