retail banking 1st_Final

The Future of Retail BankingExplore the next decade of banking with industry leaders and innovative pioneers

1st & 2nd december 2015Grange st Paul’s Hotel, London

Marketforce’s 18th Annual Conference

WWW.MArKetForCe.eU.CoM/retAIlbANKING

steven cooperChief Executive Officer, Personal BankingBarclays

Les MathesonChief Executive, Personal and Business Banking Royal Bank of scotland

steve PatemanExecutive Director, Head ofUK Bankingsantander

Mark MullenChief Executive Officeratom Bank

Francesca McdonaghHead of Retail Banking and Wealth Management UKHsBc

Mats TorstendahlExecutive Vice President and Head of Retail BankingseB Group

This is your chance to hear from leaders at the forefront of the industry on the key issues shaping banking of today and tomorrow. This year’s line-up features the most senior executives in the event’s 18 year history, and includes:

Jatin PatelProducts DirectorTsB

chris BrindleyManaging Director – Regional BankingMetro Bank

Marc LienInnovation and Digital Development DirectorLloyds Banking Group

Jay sidhuChairman and Chief Executive OfficerBankMobile

eArlY reGIstrAtIoN rAtes AvAIlAble

Book before 24th July and save up to £300

anne BodenChief Executive Officerstarling Bank

Graeme HughesGroup Director of Distributionnationwide

Really worthwhile, a diverse set of speakers and a good paced, well rounded agenda.” Senior Manager - Performance Market & Insight, Lloyds Banking Group

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With the most senior line-up in its eighteen year history, Marketforce’s The Future of Retail Banking is the conference to attend in 2015.

Hear from the leaders at all of the top 5 banks, the digital challengers and the innovation advocates while networking with over 250 of your peers, learning about the most important issues facing the sector today.

Key Reasons To aTTend

• Listen to the experts discuss the benefits of transparent banking

• Learn about where mobile is heading next, both in banking and payments

• explore the developing discussion on competition in banking

• Gain insight on harnessing the FinTech revolution

• debate the future of the branch with industry insiders

LasT yeaR’s aTTendees By secToR:

AbankaAl Rayan Bank PLCAlfa BankAlinma BankAllianz Global AssistanceAtom BankAvivaAXA GroupBanco SantanderBank of CyprusBank of EnglandBank of IrelandBank of VallettaBanque Internationale à LuxembourgBarclays BankBBVA GroupBGL GroupBitcoin FoundationBNP Paribas Cardifbpost bankC Hoare & CoCaixa Geral de DepositosCallcreditCapital Bank KazakhstanCardlyticsCentral Bank of IrelandCheBancaChill InsuranceClose Brothers GroupClydesdale BankCredit LibanaisCredit SuisseCumberland Building SocietyDanske BankDNBEquifaxERGO InsuranceErste BankExperianFinancial Conduct AuthorityFinansbankFiservFunding CircleGaranti BankGuaranty Trust BankHandelsbankenHSBC BankING BankInstitute of Economic Affairs

Intesa Sanpaolo CardInvestecLån & Spar BankLeeds Building SocietyLloyds Banking GroupM&S BankMasterCardMetro BankMoney Advice ServiceMoneysupermarket.comMoscow Industrial BankNational Australia BankNational Savings & InvestmentsNationwideNorwich & Peterborough Building SocietyOneSavings BankOyak BankPayments CouncilPermanent TSBPKO Bank PolskiPost OfficeQatar Islamic BankRabobank GroupRaiffeisen BankRoyal Bank of ScotlandSaffron Building SocietySainsbury’s BankSantanderSaudi Investment BankSecure Trust BankSkipton Building SocietySkye BankStandard Life GroupStarling BankTBC BankThe Co-operative Banking GroupTriodos BankTSB BankTurkiye Is BankasiUlster BankUniCredit GroupVirgin MoneyVisaVocaLinkYorkshire Building SocietyZopa

PRevious aTTendees

The Future of Retail Banking regularly attracts over 250 key players from the industry. Here are just some of the companies that have previously sent representatives:

Last year’s attendee

breakdown

Banks IT Services

Specialist Consultants Financial Associations

Accountants Other

Great speakers, excellent networking opportunities ” Risk Consulting, KPMG

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09.00 Welcome address by Marketforce

09.05 chairman’s opening remarksRichard Mccarthy, UK, Head of Banking, KPMG

Guaranteeing transparent, fair and robust banking

09.10

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Opening Keynote Address

Putting customer trust at the heart of your banking strategyLes Matheson, Chief Executive, Personal and Business Banking, Royal Bank of scotland

09.30 Title to be confirmedsteve Pateman, Executive Director, Head of UK Banking, santander

09.50 Advisory session

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Leaders’ Forum

Transparent banking: the answer to our problems all along?•Towhatextentwilltransparencyrebuildcustomertrust?•Howhighupistransparencyontheboardroomagenda?•Whatimpactwillincreasedtransparencyhaveonprofits?•Isiteasiertobetransparentasasmaller,challenger institution,thanasatraditionalone?•Howbestcanyougoaboutcreatingacultureoftransparency?•Whatarethekeychallengestodevelopinganethicalculture withinyourbank?•Whatroledoestheregulatorhavetoplayinincreasing transparency?•Isadheringtoregulationgoodenoughordoesanethical cultureneedtogofurther?•Couldtotaltransparencyresultintoolittlerisktakinganda worseproductoffering?Les Matheson, Chief Executive, Personal and Business Banking, Royal Bank of scotlandsteve Pateman, Executive Director, Head of UK Banking, santanderJatin Patel, Products Director, TsBMats Torstendahl, Executive Vice President and Head of Retail Banking, seB Group

10.40 Refreshments

delivering the greatest value to customers

11.10 improving the customer offerSpeaker to be confirmed

11.30 Questions

11.35 Realising total customer centricityFrancesca Mcdonagh, Head of Retail Banking and Wealth Management UK, HsBc

11.55 Providing the ultimate digital customer journeyMark Mullen, Chief Executive Officer, atom Bank

12.15 Advisory sessionSenior Representative, atos

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Panel Discussion

How will competition in banking evolve?•Howwillthegrowingnumberofnewentrantsaffectthe marketasawhole?•Willtheplansforbankbreak-upscreatebettercompetitionor isfurtherchangeneeded?

•Futureoutlook:whatcantheindustryexpectfromtheCMA enquiry?•Towhatextentwillcompetitionactuallyimprovethecustomer offer?•Dobothnewentrantsandincumbentsneedtoprepareto competewithathirdparty?Francesca Mcdonagh, Head of Retail Banking and Wealth Management UK, HsBc Mark Mullen, Chief Executive Officer, atom Bankalex Letts, Chief Executive Officer, Ffrees

13.05 Lunch hosted by KPMG

streams

Stream A: A spotlight on customer experience

Chaired by Warren Mead, Head of Alternative Banking, KPMG

14.20 imbedding innovation throughout the banking experiencedaryl Wilkinson, Head of Group Innovation, nationwide

14.40 Measuring the customer experience: do the metrics really work?

•Areyouaskingtherightquestions?Thebenefitsofcustomer effort vs. CSat vs. NPS•Doesbankinginfactrequireanewanduniquespecialistsetof metrics?•Atwhatpointinthecustomerjourneycanyougainthemost meaningfulfeedback?•Inwhatwayscouldsocialmediaanalysisbethekeyto developingatrueCXpicture?•Howbestcanyouputwhatyouarelearningintoaction?Speaker to be confirmed

15.00 Advisory sessionSenior Representative, Kofax

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Peer-to-Peer Discussion

Retaining long-term customers: challengers - hype or hope for radical improvement?During this session delegates will have the opportunity to discuss the questions below at their tables. A nominated representative from each table will then feed back their conclusions to the Chairman and speakers for comment.•Whatarethekeystrategiesforboostingcustomerloyaltyand retention?•Towhatextenthaseasierswitchingaffectedcustomerloyalty?daryl Wilkinson, Head of Group Innovation, nationwideJake chambers, Head of Innovation Insight, nationwideSenior Representative, Kofax

Stream B: the future of mobile banking

14.20 Case Study

Mobile banking: the only banking worth pursuing? Over the last year, more and more mobile-only banks have been entering the market. In this session a leader from a mobile-only enterprise will explore their choice to focus purely on this channel and how they have made the venture a success.Jay sidhu, Chairman and Chief Executive Officer, BankMobile

14.40 Taking payments mobile•Whatchangesareneededtoensurecustomerscando everythingontheirmobiles?•Howwillcontactlesspaymentsdevelopinconjunctionwith mobiletechnology?•Whatarethekeynewtechnologiesthatwilltakemobile paymentstothenextlevel?•Howaremobilepaymentschangingconsumerbehaviour overall?david dechamps, Head of Emerging Payments, Europe, Mastercard


day 1 - Tuesday 1sT deceMBeR 2015

The Future of Retail Banking1st & 2nd December 2015 | Grange St Paul’s Hotel, London

FoR MoRe inFoRMaTion, PLease visiT THe WeBsiTe aT WWW.MaRKeTFoRce.eu.coM/ReTaiLBanKinG

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15.20 P2P

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Peer-to-Peer Discussion

Preparing for the next stage of mobile bankingDuring this session delegates will have the opportunity to discuss the questions below at their tables. A nominated representative from each table will then feed back their conclusions to the Chairman and speakers for comment.•Howimportantisanomni-channelpresence?Should resourcesbefocusedonmobile?•Howacceptableismobile-onlybankingfromacustomer perspective?•Couldthecostefficiencyofthismodeloffsetthealienationof someconsumergroups?•Whichpaymentinnovationswillhavethebiggestimpactonthe industry?•Deviceinnovation:wherenext?Jay sidhu, Chairman and Chief Executive Officer, BankMobiledavid dechamps, Head of Emerging Payments, Europe, Mastercard

15.50 Refreshments

Laying the foundations for the future of banking

16.20 changing the nature of banking: designing both responsible and profitable products

Speaker to be confirmed

16.40 Advisory sessionSenior Representative, KPMG

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Closing Keynote Address

explaining the banking business model to customersJatin Patel, Products Director, TsB

17.20 Questions

17.30 Chairman’s closing remarks and end of day one, followed by a drinks reception

09.00 Chairman’s opening remarks

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Opening Keynote Address

Taking a step forward: preparing banking for the next decadesteven cooper, Chief Executive Officer, Personal Banking, Barclays

09.25 Questions

The opportunities in sMe banking

09.30 enterprise, innovation and ambition: championing sMes through banking

John Williams, Head of Breakthrough, santander

09.50 Responding to sMe banking needs through relationships and digital technology

chris Jolly, Chairman, civilisedBank


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Ask the Experts

Delegates will now form groups at their tables to devise a single critical question to be answered by our expert speakers.John Williams, Head of Breakthrough, santanderchris Jolly, Chairman, civilisedBankRhydian Lewis, Founder & Chief Executive Officer, Ratesetter

11.00 Refreshments

utilising partnerships: how can FinTech revolutionise banking?

11.30 Finding and developing relationships with the right partners•Howcanyoubestidentifypotentiallyprofitablepartnerships?•Howcanyouensurethepartnershipmeetsbothsides’needs?•Whatarethekeyimpedimentstoasuccessfulrelationship withnewFinTechstart-ups?Marc Lien, Innovation and Digital Development Director, Lloyds Banking Group


12.10 Banks and start-ups working together: how to overcome the obstacles

nektarios Liolios, Co-Founder and Managing Director, startupbootcamp FinTech

12.30 Questions

12.40 Lunch

The high street branch – saviour or sinking ship?

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Case Study

developing a branch fit for the modern ageGraeme Hughes, Group Director of Distribution, nationwide


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Case Study

utilising an existing high street networkThe Post Office has an extensive presence on the British high street through which it offers a range of banking products, which it hopes to continue to extend. It also offers various services to customers of other banks with whom it has partnered. In this talk a representative will discuss how they are revolutionising their network and what opportunities and lessons they can offer other financial institutions.nick Kennett, Group Director Financial Services, Post office Money

14.55 Questions

15.05 Debate

This house believes the branch will no longer exist in 20 yearsSpeakers for the proposition and the opposition will spend five minutes each outlining their arguments and will then take part in a discussion with the audience for a further twenty minutes, before a vote for or against the motion.Proposing the motionanne Boden, Chief Executive Officer, starling Bankopposing the motion chris Brindley, Managing Director – Regional Banking, Metro Bank

15.35 Chairman’s closing remarks and end of conference

day 2 - Wednesday 2nd deceMBeR 2015


OVER 10+ Ceos REPRESENTING

20+ FINANCIAl INstItUtIoNs

DELIVERING 12 hoUrs oF CoNteNt

Atos SE (Societas Europaea) is an international information technology services company with 2013 annual revenue of €8.6 billion and 76,300 employees in 52 countries. Serving a global client base, it delivers IT services through Consulting

& Systems Integration, Managed Operations, and transactional services through Worldline, the European leader and a global player in the payments services industry. With its deep technology expertise and industry knowledge, it works with clients across different business sectors: Manufacturing, Retail & Transportation; Public & Health; Financial Services; Telcos, Media & Utilities. Atos is focused on business technology that powers progress and helps organisations to create their firm of the future. It is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and is listed on the Euronext Paris market. Atos operates under the brands Atos, Atos Consulting, Worldline and Atos Worldgrid. Atos is an accomplished provider not just of core banking systems, but of complete BPO services: we are the European leader in transactional processes for both payments and CRM.www.atos.net

ContactPartners makes customer contact rewarding. Since 1999, we’ve delivered specialist advice and pioneering solutions to 40+ major financial organisation.

ContactPartners unlocks competitive advantage and mitigates risk by helping our clients adapt to the challenge of rapidly changing markets and regulation. We deploy game-changing and impactful technologies in key areas of customer contact, e.g. multi-channel appointment booking solutions, much in vogue for 2014! We deliver big things in 90 days, risk free. Just ask our clients.www.contactpartners.com

Finacle is the award-winning universal banking solution from Infosys, a global leader in consulting, technology and

outsourcing, with over US$ 8.5 billion in annual revenues. Today Finacle is helping financial institutions across 84 countries to simplify banking and serve 18% of the world’s adult banked population. Finacle solutions address the core banking, e-banking, mobile banking, CRM, payments, treasury, origination, liquidity management and wealth management, among others. www.infosys.com

Kofax® plc (LSE: KFX) is a leading provider of innovative smart capture and process automation software and solutions for

the business critical First Mile™ of customer interactions. These begin with an organisation’s systems of engagement, which generate real time, information intensive communications from customers, and provide an essential connection to their systems of record, which are typically large scale, rigid enterprise applications and repositories not easily adapted to more contemporary technology. Success in the First Mile™ can dramatically improve an organisation’s customer experience and greatly reduce operating costs, thus driving increased competitiveness, growth and profitability. Kofax software and solutions provide a rapid return on investment to more than 20,000 customers in banking, insurance, government, healthcare, business process outsourcing and other markets. www.kofax.com

Sword Apak (part of the Sword Group) has 35 years’ experience of providing specialist financial systems to the global asset finance and UK banking sectors. Our products have been designed by in-house financial software specialists, utilising their extensive knowledge and long-term experience of working within the financial services industry. Our specialist teams work with business and IT leaders to help translate their strategic business

agendas into IT initiatives and solutions that measurably improve performance.www.sword-apak.com

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inTeResTed in sPeaKinG, exHiBiTinG oR HosTinG an evenT aRound THe conFeRence?

There are a limited number of opportunities to engage key

decision makers through speaking, exhibiting and other tailored

packages. For more details, please get in touch:

Tel: +44 (0)20 7760 8685

Email: [email protected]

Extremely informative - a great opportunity to think about and discuss banking trends” Digital Strategy Consultant, Clydesdale Bank

Incredible speakers and agenda” Consultant, Bridgeforce

Excellent” Head of Money, moneysupermarket.com

Useful 2 days with interesting, varied content” Head of Mortgage Product & Pricing, Santander

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The Future of Alternative Finance28th september 2015, Londonwww.marketforce.eu.com/altfinance302

The Digital Banking Innovation summit10th & 11th november 2015, istanbulwww.marketforce.eu.com/innovation302

The Future of nordic Banking3rd & 4th november 2015, stockholmwww.marketforce.eu.com/nordic302

FeedBacK FRoM LasT yeaR’s ReTaiL BanKinG evenT

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KPMG LLP, is a UK limited liability partnership and operates from 22 offices across the UK with over 11,000 partners and staff. The UK firm recorded a turnover of £1.9 billion in the year ended September 2014. KPMG is a global network of professional firms providing Audit, Tax, and Advisory services. We operate in 155 countries and have more than 162,000 people working in member firms around the world. www.kpmg.com

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The Future of Retail Banking1st & 2nd December 2015 | Grange St Paul’s Hotel, London

To register your place, please visit the website at www.marketforce.eu.com/retailbanking or fill out the below form and return to [email protected]. For any queries, please call +44(0)207 760 8699.

Documents

retail banking 1st_Final