SERVICE DESIGN & TECHNOLOGY IN RETAIL BANKING

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Event info

Vienna, Austria

4th & 5th, December

Retail Banking Industry

Conference Summary

This year Vienna welcomes the European Banking leaders at the Service Design & Technology Conference. This exclusive event will cover the hottest Industry topics such as product development in retail, Retail service design, technology achievements, AI & Integrated processes, Digitization, Future challenges and more.

We will strive to bring the new era of innovations in Retail Banking on your doorstep.

This conference is specially designed to enhance the benefits to all parties involved in Retail Banking, Product Management, Personal Banking, Product Innovations, Product Platform, Product portfolio, Customer experience, Banking Service design, New service excellence, AI, and technology achievements.

Don’t miss this flagship industry gathering for the banking professionals, save your place now!

 

Speakers and experts

Hear from the leading professionals and experts and learn how they are coping with the challenges in the industry

Alfonso Ayuso

Company:
Banco Sabadell

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Position:
Chief Innovation Officer - Subdirector General

Company:
Banco Sabadell

Country:
Spain

Pedro Pinto Coelho

Company:
Banco BNI Europa

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Position:
Executive Chairman

Company:
Banco BNI Europa

Sigridur Hrefna

Company:
Islandsbanki

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Position:
Managing Director Personal Banking

Company:
Islandsbanki

Country:
Island

Jurgen Vandenbroucke

Company:
KBC (Asset Management)

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Position:
Expert General Manager, Head of Innovation and Creation

Company:
KBC (Asset Management)

Country:
Belgium

Nino Ocampo

Company:
HSBC

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Position:
Global Head of Open Banking and Customer Preferences

Company:
HSBC

Mehmet Soytorun

Company:
Denizbank

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Position:
Group Manager for Change Management, Process Improvement and Service Quality

Company:
Denizbank

Tomáš Reytt

Company:
mBank

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Position:
Head of Digital Channels

Company:
mBank

Country:
Czech Republic

Michael Berner

Company:
Citibank

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Position:
Managing Director, Country Consumer Banking Head

Company:
Citibank

Jesko Kandzorra

Company:
BAWAG PSK

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Position:
Head of CX Processes

Company:
BAWAG PSK

Šimon Kočí

Company:
Dateio

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Position:
Expansion Manager

Company:
Dateio

Country:
Czech Republic

Ajwad Hashim

Company:
Barclays

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Position:
Vice President, Innovation and Emerging Technology

Company:
Barclays

Linas Janusevicius (invited)

Company:
SEB

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Position:
Baltic Head of Private Clients Segment

Company:
SEB

Maurice Lisi – invited

Company:
Intesa Sanpaolo

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Position:
Head of Multichannel & Customer Experience

Company:
Intesa Sanpaolo

Ricardo Segoviano Aceituno – invited

Company:
BBVA

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Position:
Head of Open Banking & Ecostystem

Company:
BBVA

Agenda

Agenda Learn the latest trends in the industry

08:30 - 09:00
Speaker:
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Registration & Morning Refreshments

08:30 – Registration & Morning Refreshments

09:00 – Opening remarks from the Chairman

09:00
Speaker:
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Welcome and Opening Remarks
09:05
Speaker:
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Ice Breaker Session
09:10 - 10:10
Speaker:
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Session I: NEW-AGE CHALLENGES IN RETAIL BANKING
  • 09:10 – 09:40 Retail Banking: upsides Vs.downsides nowadays
  • 09:00 – 09:30 Main trends to follow before designing new services

SPEAKER: Alfonso Ayuso, Chief Innovation Officer – Subdirector General, Banco Sabadell

10:10 - 10:30
Speaker:
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Networking & Coffee Break
10:30 - 12:00
Speaker:
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Session II: SIMPLIFYING THE CUSTOMER JOURNEY
  • 10:30- 11:00 KYC (Know Your Customers) obligations and attributes needed to charge entire Eco-system.

SPEAKER: Sigridur Hrefna Hrafnkelsdottir, Director of Private Banking, Islandsbanki, Iceland

 

  • 11:00- 11:30  How to create a modular, digital, and secure TPPs (Target Product Profiles) on-boarding process?

 

  • 11:30-12:00 Combining the Power of UX-UI for Driving Better Business performance.

SPEAKER: Michael Berner Managing Director, Country Consumer Banking Head, Citibank, Russia

12:00 - 13:00
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Interactive Lunch
13:00 - 14:30
Speaker:
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Session III: FINANCIAL SERVICES ENTERING A NEW ERA OF CUSTOMER ENGAGEMENT
  • 13:00- 13:30 The new wave of Services attached to Banking products.

SPEAKER: Mehmet Soytorun, Group Manager for Change Management, Process Improvement and Service Quality at Denizbank, Turkey

 

  • 13:30- 14:00 Customer Experience Management – a customer centric journey of conceptual roll-out in BAWAG P.S.K. BAWAG approach:
  1. CX Measurement system
  2. Customer Journey analysis
  3. Employee award

SPEAKER: Jesko Kandzorra, Head of Customer CX at BAWAG PSK, Austria

 

  • 14:00-14:30 In Retail Banking, the Era of Customer Loyalty is slowly swallowed with Customer Experience.

SPEAKER: Oleg Tyshchenko, Head of Electronic Banking Services Division at Ukreximbank , Ukraine.

14:30 - 15:00
Speaker:
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Afternoon Networking & Coffee Break
15:00 - 16:30
Speaker:
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Session IV: THE EXCITEMENT WHICH NEW COMPETITION BRINGS TO THE INDUSTRY

(Guest speech/ Challenging Bank)

  • 15:00-15:30 The Excitement which new competition brings to the Industry
  1. Banks versus Fintechs
  2. The Digital Revolution
  3. Why the future of banking will not be the same

SPEAKER: Pedro Pinto Coelho, Executive Chairman, Banco BNI Europa, Portugal

 

  • (Panel Discussion) Fintech and Bigtech: Haw have they changed the Banking Industry?
  • 15:30-16:15

Panelist: Nino Ocampo Global Head of Open Banking and Customer Preferences at HSBC, UK

16:15
Speaker:
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Closing Remarks From the Chairman
16:30
Speaker:
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End of Conference Day 1
08:30 - 09.00
Speaker:
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Registration & Welcome Coffee
09:00
Speaker:
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Welcome and Opening Remarks
09:05 - 10:35
Speaker: Šimon Kočí, Ajwad Hashim
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Session V: EXPLORING ADVANCED TECHNOLOGIES
  • 09:05 – 09:35 Could promises: Major Giants but not without challenges

SPEAKER: Šimon Kočí, Expansion Manager at Dateio, Czech Republic

  • 09:35 – 10:05 Impact of Distributed Lager Technology (DLT) on Retail Banking
  • 10:05 – 10:35 Is Cognitive Banking the Future of Banking?

SPEAKER: Ajwad Hashim, Vice President, Innovation and Emerging Technology at Barclays, UK

10:35 - 11:00
Speaker:
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Networking & Coffee Break
11:00 - 12:30
Speaker:
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Session VI: BANKS ARE LEVERAGING AI TO IMPROVE CUSTOMERS’ FINANCIAL LIVES
  • 11:00 – 11:30 Harnessing the power of artificial intelligence to transform financial services
  • 11:30 – 12:00 AI advancements around virtual assistants
  • 12:00 – 12:30 A customer-centric approach could revolutionize debt collection
12:30 - 13:30
Speaker:
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Interactive Lunch
13:30 - 14:30
Speaker:
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Session VII: IMPROVING DIGITIZATION AND DELIVERY CHANNELS
  • 13:30 – 14:00 Boost net sales of your digital investment process by means of artificial humanity.

Digitized applied behavioral finance enables to:

  1. increase conversion
  2. improve retention
  3. rejuvenate your investor base

SPEAKER: Jurgen Vandenbroucke PhD, Expert General Manager, Head of Innovation at KBC AM, Research Associate, Edhec-Risk Institute, belgium

  • 14:00 – 14:30 Unlocking Value of Digital Channels
  1. Building a digital challenger bank
  2. Digital native as the only real option
  3. Encouraging customer usage of Mobile banking
  4. How to manage Mobile banking customer experience

SPEAKER: Tomáš Reytt, Director of distribution channels, mBank, Czech Republic

14:30 - 15:00
Speaker:
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Session VIII: RETAIL BANKING TRANSFORMATION- WHAT DOES THE FUTURE HOLD?

14:30 – 15:00 Entering the Invisible Banking Age

15:00 - 15:30
Speaker: Afternoon Networking Break
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15:30 - 16:10
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ROUND TABLE DISCUSSIONS
  • TABLE DISCUSSION 1:

Which are major challenges which Retail Banking is facing?

  • TABLE DISCUSSION 2:

Is it Customer Experience, one driving the wheal in Finance world?

  • TABLE DISCUSSION3:

What is catchy about advanced technologies and Inelegance for Bankers?

ModeratorNino Ocampo, Global Head of Open Banking and Customer Preferences, HSBC, UK

16:10
Speaker:
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Summary from the Round Table Discussions
16:15
Speaker:
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End of Conference

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