Deciphering Digital in a customer’s worldExploring FinTech, digital and customer experience

1-2 November 2017Imperial War Museum, Manchester

With thanks to our sponsors

hosted by

Local & Regional Building Society Conference

With thanks to our headline sponsor

Mutual Vision provide powerful loans and savings software. Our rich

product set and ongoing research and development plan provides

customers with an innovation roadmap to meet all digital objectives

and accelerate their performance. It is our intention to make our

business partnership an enjoyable one, all the while providing systems

and service that allow our customers to over-achieve.

We’re delighted to sponsor the local and regional conference

helping building societies debate the current trends that digital

offers and how they can deliver an excellent customer experience

- George Webb, Chief Executive

Conference & ExhibitionThe WatershardImperial War Museum North,Trafford Wharf Rd, Stretford, Manchester M17 1TZ

DinnerMain Exhibition SpaceImperial War Museum North,Trafford Wharf Rd, Stretford, Manchester M17 1TZ

Deciphering Digital in a Customer’s WorldExploring FinTech, Digital and Customer ExperienceThis year’s conference joins leaders together to converse and collaborate with thought leaders in digital and customer innovation. With speakers from BDO, KPMG, Yorkshire Building Society, Whitecap Consulting and KPMG Nunwood the line-up will explore and debate a changing digital world and how this can be integrated in business strategy to deliver excellent customer service.

Venues

What you’ll take away• How to prepare your organisation for

digital transformation Manage disruptive innovation and develop a digital strategy that is equipped for change.

• Finding a solution for success Delve into the world of FinTech and find out what opportunities are available to equip and develop your organisation

• Success stories Examples of businesses that have implemented a successful customer strategy and used technology to drive a difference

• Embedding a customer culture How you can embrace digital to enhance customer experience in your business

• Collaboration and debate Listen to panel debate from market leaders, network with like-minded leaders of business and contribute to your opinion on transformation in the building society sector

Lunch 12.30pm - 1.30pm

Introduction 1.30pm - 1.40pm Rob Pheasey

Destination (un)known: Key steps to guide your digital transformation journey1.40pm - 2.10pm Michael AtackTo succeed in the digital world, businesses must not only provide superior experiences for consumers, customers, employees and citizens, but deliver on their promises in a faster, more nimble way. The opportunities are immense, but only for organisations that understand how far and fast they need to transform.

Artificial Intelligence and Customer behaviour 2.10pm - 2.30pm Stuart ShermanStuart will discuss Artificial Intelligence, and how he’s helped large organisations around the world map their vast Big Data to their limited Consumer Insights so they can better understand what drives the behaviour of their customers.

Break 2.30pm - 2.45pm

Exploring Digital & FinTech in the context of strategic planning2.45pm - 3.45pm Whitecap ConsultingThe team from Whitecap Consulting, a regional strategy consulting firm with expertise in FinTech, explore the pace of digital change in the Financial Services industry and share insights on developing a strategy that embraces the opportunities FinTech offers.

Panel discussion3.45pm - 4.30pmPanel discussion on “preparing your business for the pace of digital advancement”.

Dinner 7.30pm followed by Gin Tasting

Coffee 9.00am

Introduction 9.15am - 9.25am Rob Pheasey

BSA - The importance of collaboration 9.25am - 9.40am Robin FiethOn the opportunities building societies have to collaborate with Fintech and digital.

Business Model & Organisational Design ‘Playing to the bottom line’ 9.40am - 10.15am David ConwayDavid will provide working examples of how your organisational design can support your customer experience and the impact of digital in your strategy.

Break 10.15am - 10.30am

Customer journey in practice 10.30am - 11.15am Monica SkubiakYorkshire Building Society have revolutionised their customer journey with the support of KPMG Nunwood. Monica presents on their journey with their customer experience and the impact it has had across the business.

Fintech: Friend or Foe?11.15am - 11.45pm BDOWhat is Fintech? Can it lead to wider distribution networks for building societies or does it threaten to take away our client base? Is it more likely to positively or negatively impact building society costs? Does it threaten or enhance building society culture? Matt and Michelle will explore these questions in conversation format.

The future of digital 11.45am - 12.15pm Tom CheesewrightTom draws on his experience as an Applied Futurist to help organisations develop a clear vision of tomorrow, share it internally and respond with agility. Tom helps audiences understand the forces that are shaping the future right now.

Panel discussion 12.15pm - 12.45pmPanel discussion on ‘aligning collaborative thinking across organisations to deliver excellent customer experience’.

Close 12.45pm - 1.00pm

Lunch 1.00pm - 2.00pm

Day 1 Day 2

With thanks to our sponsors:Dinner sponsor: Drinks sponsor:

Your speakers

Michael Atack is a Director within KPMG’s Customer Advisory practice. He has over 20 years financial services experience, gained across industry and consulting. His sector experience includes retail banking, challenger banks, building societies, SME banks and start-ups.

His consulting experience includes strategic initiatives spanning digital transformation, customer experience, market entry and proposition development.

More recently, he has advised clients on wider operating model changes required to enable their future customer experience and digital objectives including the emerging role of Fintech.

Michael Atack | Director, Customer Advisory | KPMG

Robin Fieth has been Chief Executive of the Building Societies Association (BSA) since December 2013. Previously he was Executive Director, Members and Operations at the Institute of Chartered Accountants in England and Wales (ICAEW).

Robin originally joined the ICAEW in 2002 as Director of Finance. During his career, he has also held a number of other senior positions in the corporate sector, including Group Finance Director and Company Secretary at AIM listed Transacsys plc. He spent the first 10 years of his career with PwC.

The BSA represents all 44 UK building societies. Building societies have total assets of over £374 billion and, together with their subsidiaries, hold residential mortgages of over £292 billion, 22% of the total outstanding in the UK. They hold over £265 billion of retail deposits, accounting for 18% of all such deposits in the UK. Building societies account for 34% of all cash ISA balances. They employ approximately 40,000 full and part-time staff and operate through approximately 1,550 branches.

Robin Fieth | Chief Executive | Building Societies Association

Stuart Sherman is a serial entrepreneur and the CEO of IMC, an international AI Consultancy with offices in the UK, Canada, India and China. In the mid 1990’s, Stuart leveraged his backgroundin Industrial Psychology and Technology to build one of Canada’s first Digital Agencies which he sold to WPP in 1999.

The Digital Agency launched Liberty Health in Canada, sold and issued the world’s first insurance policy online, as well as started the first online-only (Travel) Insurance Company. Additionally, the company assisted Manulife in its earliest forays into Direct Selling.

After selling the Digital Agency, Stuart started a Financial Services company which specialized in both subprime and distressed debt. Stuart was recognized as the Canadian Lease and Finance Association 2010 Member of the Year for creating a course on collecting and managing distressed consumer debt – its more about Psychology than it is Finance! Stuart now leads a diverse team of experts, heavily fortified with PhDs, that have pioneered a new type of Artificial Intelligence, Behavioural AI.

Julian is a strategy consultant with over 20 years experience in financial services. Prior to joining Whitecap in 2012 he was marketing director at HML, at the time when it was a subsidiary of Skipton Building Society. His career has also included roles at Boston Consulting Group, Nationwide Building Society, Mortgages plc, and Merrill Lynch.

Whitecap Consulting is a strategy consultancy based in Leeds, Manchester and Milton Keynes. It is particularly active in the digital, technology and FinTech sectors. Whitecap’s Financial Services clients have included Unisys, Vocalink, Aldermore, Bibby Financial Services, Nostrum Group, The Mortgage Lender, Together, and BuildStore.

The firm is also co-founder of FinTech North, a series of events and conferences focusing on the regions within the Northern Powerhouse, and is currently working with Department for International Trade on a FinTech trade mission to the North of England.

Stuart Sherman | Chief Executive | IMC

Julian Wells | Director | Whitecap Consulting

Your speakers

George joined Mutual Vision as Chief Executive in March 2014. Since joining the company George has led the company to market leading status providing powerful loans and savings software to half of the UK’s Building Societies.

George’s experience in software development started back in 1997 when he created UK’s market leading fleet management software - Tranman. He led the business from MBO to trade sale, growing both revenue and profits and exited with a high value trade sale.

Since then George has proven track record of accelerating business performance and growth across multiple markets and sectors, holding leading positions within Financial Services, Defence, Information Technology and Logistics. He has an infectious drive and is a highly commercial business leader with a flair for business development and relationship management.

George Webb | Chief Executive | Mutual Vision

Monica Skubiak has worked in the Building Society sector for over 20 years. She has held her current role of Head Of Customer Experience Excellence since April 2016. Previously she has held a number of roles in Customer Relations, Branch & Research, Strategic Planning and Business Change, working as a member of the senior leadership team through various mergers and acquisitions. Monica has a passion for the mutual model and has regularly been quoted as a key customer-focused leader in the industry.

Yorkshire Building Society has more than 280 branches and agencies, and assets of £39.6 billion. It employs more than 4,000 people and has 3.2 million customers. The YBS Group includes Yorkshire Building Society and its brands Chelsea Building Society and Norwich & Peterborough Building Society, and its subsidiary companies including Accord Mortgages.

Monica Skubiak | Head of Customer Experience Excellence | Yorkshire Building Society

10 years serving as a main board director of three UK Financial Institutions. Member of the Institute of Directors, accredited with the FCA. David will bring his extensive experience of managing large scale customer experience transformations. organisations to the project.

David co-manages the company’s customer experience management practice and oversees KPMG Nunwood’s Customer Experience Excellence Centre, an on-going approach to systematically identifying global best practise.

David is a former PLC board director of N&P Building Society, Liverpool Victoria Group and The Co-operative Bank, where he was responsible for 3,500 staff charged with delivering world-class experiences to more than 6.5 million customers. He also led the design, set-up and launch of the group’s Smile brand.

Professional advisor and consultant to British Airways, SAB Miller, First Group, RBS, Lloyds Bank, Npower, YBS

David Conway | Director | KPMG Nunwood

Michelle is a partner at BDO and leads the South West Financial Services practice.

She has over 25 years’ experience in the financial services sector, providing assurance and advisory services to global banks, UK listed insurers and global and SME asset and wealth managers.

As a member of the ICAEW Investment Management Committee, she was also involved in writing the report addressing the fairness of the FCA’s fee charging across the financial services industry.

Michelle Carroll | Partner, Financial Services | BDO

Your speakers

Matt is a director in the BDO banking team with many years of experience in auditing banks and related institutions. Matt currently leads the BDO Fintech audit offering.

He has significant exposure advising clients of the regulatory and financial reporting environment in both the UK and the US and over the last 12 years he has had exposure to an extensive list of clients including international

investment banks and high profile listed groups.

Matt developed the BDO banking methodology and leads the BDO International quality review for a systematically important bank. Matt trained in Banking & Capital Markets at PwC LLP in London and has also worked in the financial services team at EY LLP. Matt also authors and presents on the Fintech market.

Matt Hopkins | Director, Banking & Alternative Finance | BDO

Tom Cheesewright is the founder of applied futurism practice, Book of the Future and creator of the Futurist’s Toolkit, a suite of tools for agile organisations.

Through consulting, speaking and media work Tom helps people to see, share and respond to a coherent vision of tomorrow. Clients range from charities and public sector organisations to FTSE100 enterprises and

global technology corporations, They include BASF, LG, Nikon, Sony Pictures, the NHS, Manchester University, the Institute of Chartered Accountants, and the Institute of Leadership and Management. Tom followed a degree in Mechatronic Engineering with 14 years in the tech industry, working with global brands such as BT, EE and IBM, and subsequently founded a series of technology-driven companies.

Most recently Tom co-founded venture-backed big data analytics start-up CANDDi (http://canddi.com), of which he remains a shareholder.

Tom Cheesewright | Applied Futurist