SERVICE DESIGN & TECHNOLOGY IN RETAIL BANKING

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Event info

Vienna, Austria

4th & 5th, December

Retail Banking Industry

Conference Summary

Vienna welcomes the European Banking leaders at the Service Design & Technology Conference. The 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 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 of bank professionals.

Reserve your place on time!

 

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

Mehmet Soytorun

Company:
Denizbank

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

Company:
Denizbank

Ajwad Hashim

Company:
Barclays

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Position:
Vice President, Innovation and Emerging Technology

Company:
Barclays

Vjekoslav Bonic

Company:
Raiffeisen Bank International AG

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Position:
Head of Department – Advanced Analytics & Intelligence Transformation

Company:
Raiffeisen Bank International AG

Nino Ocampo

Company:
HSBC

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Position:
Global Head of Open Banking and Customer Preferences

Company:
HSBC

Jesko Kandzorra

Company:
BAWAG PSK

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Position:
Head of CX Processes

Company:
BAWAG PSK

Linas Janusevicius

Company:
SEB

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Position:
Baltic Head of Private Clients Segment

Company:
SEB

David Vopelka

Company:
Datasentics

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Position:
Digital Architect

Company:
Datasentics

Country:
Czech Republic

Oleg Tyshchenko

Company:
JSC "Ukreximbank"

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Position:
Head of Electronic Banking Services Division

Company:
JSC "Ukreximbank"

Tomáš Reytt

Company:
mBank

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Position:
Head of Digital Channels

Company:
mBank

Country:
Czech Republic

Sigríður Hrefna Hrafnkelsdóttir

Company:
Islandsbanki

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Position:
Director of Private 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

Šimon Kočí

Company:
Dateio

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Position:
Expansion Manager

Company:
Dateio

Country:
Czech Republic

Juraj Hrbaty

Company:
Finax Inteligentné investovanie

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Position:
CEO

Company:
Finax Inteligentné investovanie

Country:
Slovak Republic

Agenda

Agenda Learn the latest trends in the industry

09:15 - 10:20
Speaker: Alfonso Ayuso, Sigridur Hrefna Hrankelsdottie
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SESSION I: NEW ROUND OF CHALLENGES IN RETAIL BANKING
  • Main trends to follow before designing new services
    Alfonso Ayuso, Banco Sabadell
  • Why we need to simplify the Customer journey
    – Customer centric thinking
    – Simplifying the customer experience
    – Case studies
    Sigridur Hrefna Hrafnkelsdottir, Islandsbanki
11:30 - 12:30
Speaker: Mehmet Soytorun, Jesko Kandzorra, Oleg Tyshchenko
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SESSION II: FINANCIAL SERVICES ENTERING A NEW ERA OF CUSTOMER ENGAGEMENT
  • Service Design for Customer
    – Efficiency in Back Office and Front Office
    – Branch as a sales office: Boost Sales
    – Design for Efficiency & Sales vs Design for Customer Experience
    Mehmet Soyturun, Denizbank
  •  Customer Experience Management – a customer-centric journey of conceptual roll-out in BAWAG P.S.K. approach:
    – CX Measurement system
  1. Customer Journey analysis
  2. Employee award
    Jesko Kandzorra, BAWAG
  • Smart banking. Not only for technical savvy customers.
    – Are the customers ready for new ways of banking?
    – Contactless as the forerunner of the cardless future.
    – Can banking be not so boring?
    – The Ukrainian experience of customer habits evolution
    Oleg Tyshchenko, Ukreximbank
13:30 - 14:40
Speaker: Pedro Pinto Coelho, Nino Ocampo, David Vopelka, Simon Koci
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SESSION III: THE EXCITEMENT WHICH NEW COMPETITION BRINGS TO THE INDUSTRY
  • 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
    Pedro Pinto Coelho, Banco BNI Europa
  • (Panel Discussion) Fintech and Bigtech: How have they changed the Banking Industry?
09:10 - 11:30
Speaker: Šimon Kočí, Juraj Hrbaty, Vjekoslav Bonic, David Vopelka
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SESSION IV: EXPLORING ADVANCED TECHNOLOGIES
  • Could promises: Major Giants but not without challenges
    Simon Kočí, Dateio
  • The imact of cashless trends on retail banking
    Juraj Hrbaty, Finax
  • Applied AI @ RBI: How to provide the intelligence behind the digital transformation
    – Conversational Banking meets analytical CRM
    – What can Chatbots and Virtual Assistants do for the client?
    – What have we learned and copied form Big Tech?
    – Lessons learned of applying “AI” at scale
    Vjekoslav Bonic, Raiffeisen Bank
  • Using digital behavior data to improve customer experience
    – Why digital data are key in customer-centricity
    – How to quickly prove impact to real business
    – How to gradually transform how your organization use data for customer engagement?
    David Vopelka, Datasentics
11:30 - 12:30
Speaker: Jurgen Vandenbroucke, Tomas Reytt
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SESSION V: IMPROVING DIGITIZATION AND DELIVERY CHANNELS
  • 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
    Jurgen Vandenbroucke, KBC
  • 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

Tomas Reytt, mBank

13:30 - 14:00
Speaker: Linas Janusevicius
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SESSION VI: RETAIL BANKING TRANSFORMATION- WHAT DOES THE FUTURE HOLD?
  • Video meetings – on a way to become the main financial advisory channel
    • a convenient tool, capable to replace a live meeting with a bank advisor;
    • scaling significantly for the banks’ retail clients;
    •  customers’ experience;
    • lessons learned

Linas Janusevicius, SEB

55:41 - 00:41
Speaker: Alfonso Ayuso, Jesko Kandzorra, Nino Ocampo
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ROUND TABLE DISCUSSIONS
  • TABLE DISCUSSION 1:

Which are major challenges which Retail Banking is facing?
Moderato

  • 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?

14:30
Speaker:
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Summary from the Round Table Discussions
14:40
Speaker:
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Closing remarks from the Chairman
14:45 - 15:30
Speaker:
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Afternoon Networking Break

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Event Venue

Venue informations

Address:

Neubaugürtel 26-28, 1070 Wien, Austria

Phone Number:

+43 1 227370

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