The sessions will take on a highly experiential sessions and dialogues with leading industry experts, financial service providers and technology innovators to maximise interaction opportunities.

Digital Finance
Thursday, 22 March 2018


Registration & morning networking


Welcome Address

Opening Address:
Regulatory insights: Evaluating top trends and priorities for the retail financial sector in the region
Jessica Chew, Deputy Governor, Bank Negara Malaysia

International keynote:
How blockchain will revolutionise the world of retail

Forging ahead to the future of retail finance
A new era in retail banking is emerging, with disruptive innovations in payments and lending. Blockchain, chatbots, robo-advisors and big data applications sweeping through the industry. Building successful ecosystems will become paramount in thriving in an emerging digital market place economy:

  • Setting the stage for digital readiness - do innovation centres meet the objective?
  • Do regulatory ‘sandboxes’ in Asia foster innovation?
  • Bridging the talent gap in meeting the demands of tomorrow


Coffee break


The Heads of Retail Dialogue
This annual meeting involves the CEOs and heads of retail financial institutions from more than 30 countries from the Asia Pacific, Middle East and Africa. The roundtable will cover a comprehensive range of key issues on leading best practices in the industry:

  • Customer journey – A frictionless path
  • Robotics and AI usage
  • Big data and advanced analytics
  • Integrated multichannel delivery
  • APIs
  • What’s next for mobile banking?
  • Digital payments and cryptocurrencies
  • Collaboration between banks, fintech, technology companies

Key findings from the Excellence in Retail Financial Services Awards Programme 2018

  • Awards programme: Process, methodology and scorecards
  • Latest updates on key developments in retail financial services
  • Key findings from the awards programme
  • Designing the bank of the future




Creating a truly digital and personalised experience for your customers
User experience is at the core of every business. In the age of millennials, customer journey and behavioural patterns have taken center stage in the business of finance. In this session, we will hear leading examples of unique customer experience models and the design thinking that goes behind successful strategies.

Panel discussion:

  • How do we bridge the offline and online channels of customer delivery?
  • Leveraging on advanced analytics, machine learning and AI to improve customer engagement
  • What can the retail financial services community learn from gaming as a customer engagement tool?


Speakers/panellists include:

  • Vipin Kalra, CEO, International Operations, BankBazaar


The upscale revolution in digital  payments
Cashless payments is increasingly becoming a norm in Southeast Asia. In fact, many are leapfrogging towards QR payments and e-wallets. In this session, we look at the recent game changers that are making their way into the industry and impacting the world of payments.

Panel discussion:

  • The advent of mobile wallets in Asia – Can financial institutions replicate China’s success ?
  • Emerging QR code payment -How to overcome challenges in implementation, customer and merchant adoption?
  • How UI/UX design principles assist a smoother payments experience


Tea break


Insurtech- The road ahead
The insurance sector is poised for a real dramatic shift this year as the sector is set to take advantage of the same technologies and new concepts that has transformed banking.

  • What shifts can we expect in value propositions, product design, customer experience and business models?
  • How will data analytics, blockchain and IOT impact the insurance sector?
  • Pricing, usage and adoption considerations


Unlocking access to financial services through fintech
The range of choices available to get a loan or transfer money, or pay the bills has expanded tremendously with the wave of new players in the market. This session looks at how some of these winners in the industry managed to revolutionise financial services and contribute to a more financially inclusive society.

Panel discussion:

  • Winning branding strategies in the new age
  • Successful collaboration models between financial institutions
  • The future of credit and remittances


Speakers/panellists include:

  • Lukas May, Head of Banking, TransferWise
  • KahMeng Wong, CEO, Funding Societie


Closing remarks
A brief summary of the new era and how the retail financial system will be impacted in next 5-10 years.

* Please note that Sessions, speakers and panellist may change according to availability
For questions related to the programme, please contact
Hafezah Saleh,
Programme Manager
Tel: +65 6236 6506