Retail Financial Services Annual Meeting 2015
Thursday, 19 March 2015
Capella Singapore

08:00 – 08:30

Registration

08:30 – 9:00

Chairman’s opening remarks

Opening keynote
Matthias Kröner, Co-founder and CEO of Fidor Bank
Fidor Bank is one of the leading online banks in Germany, and Kröner will touch on the future of retail banking with an emphasis on the impact of innovation in the sector.

Tim Kobe, Founder and CEO , Eight Inc
Kobe worked with Apple to design the Apple Store and specializes in irrational branding, coming up with ideas that people love, but have no idea why. He will touch on customer experience in branding

09:00 – 10:30

Roundtable Discussions

The Heads of Retail Annual Dialogue
This annual dialogue involves the heads of retail from more than 18 countries from the Asia Pacific, Middle East and Africa. It covers a comprehensive range of key issues on leading best practices in the industry:

• Customer intimacy, new channel and diversification strategies
• Engaging the customer on social media
• Heightened requirements around privacy, security and operational risk
• Integrated approach to fraud and financial crime
• Advances in storing, tracking, data and analytics, and data protection
• SME banking business in key emerging markets
• Optimising employee productivity
• Managing external partnerships
• Innovation and disruption in payments

10:30 – 11:00

Refreshment and networking break

11:00 – 12:00

Panel Discussion

Special dialogue on retail brands
Customer experience & design thinking leaders, design focus

• Tim Kobe, Founder and CEO, Eight Inc
• Jin Zwicky OCBC Bank, VP Group Customer Experience
• Chris Chong, CEO, ION Orchard
• Tamsin Greulich-Smith, IT Strategy and Management, Institute of Systems Science, NUS
• Tom Mouhsian, Principal Advisor, Financial Services, Management Consulting (ASEAN) Customer & Growth Practice Lead (ASEAN), KPMG

How to win the customer of the future
Banking customers today are used to having financial products and services tailored to their needs wherever, whenever and however they arise. This creates an expectation of a highly customised and responsive banking relationship. Competition is heating up as banks seek to distinguish themselves by predicting and meeting customers’ banking needs even before they arise. This session will focus on how banks can transform themselves into the “perfect servant” and align their value proposition to understanding, anticipating and catering to the needs of their customers.

Presentation by

• Jin Zwicky, VP Group Customer Experience, OCBC Bank 
  Designing a bank with simplicity, style and substance

12:00 – 13:00

Luncheon

13:00–14:00

Best practices in the retail banking today: Case studies
The session will feature presentations from leading retail banks and innovative vendors that have demonstrated excellence in important tactical areas and are good case studies for retail financial service players:

• Rachel Nguyen, Lead Enterprise Solutions Architect (ASEAN), GMC
  Achieving customer intimacy with omni-channel & personalized customer communications
• Ian Blair, General Manager Retail Banking, Westpac New Zealand 
  Our Digital Journey
• Ronnie Sabnani, Senior Director, Pitney Bowes
  Personalized Interaction – The Next Frontier in Customer Engagement
• Seung-Gun Lee, Founder and CEO, Viva Republica
  Case studies on Kakao Talk and Viva Republica which are currently the only companies trying to offer p2p payment services and reviews on p2p payments in Korea.

14:00–14:20

Digital Disruption
It is clear that digital advances will make the banking system of the future look dramatically different to the one that exists today. This session will examine the impact of digital technology upon the banking industry and investigate the opportunities and challenges that it brings.

Architecting a Digital Banking Transformation - It’s time to define a new Approach

• Evaluating a “Digital Readiness“ led strategy
• Re-architecting the bank around the customer, a new imperative
• How banks are innovating on the new transformation agenda

• ManinderJuneja, Senior General Manager, ICICI Bank
• Aubrey Hawes, Senior Director – Product Marketing, Oracle Financial Services Global Business Unit

Learn:

• Who are the users
• What activities are occurring at specific times and locations
• Where the next destination will be

Presentation by

• Shonali Krishnaswamy, Head of Data Analytics, Institute for Infocomm Research

15:00–16:00

Closing keynote address

• Marcelo Wesseler, CEO, SingPost eCommerce, Singpost
  Case studies on eCommerce, Technology, Payments, and Fraud
• Sergio Salvador, Global Head of Games Partnerships, Google

Google and how to foster a culture of innovation in a big company
About Google and how it maintains a culture of innovation within a company that in 16 years since foundation has grown to 55k employees with $350b in market cap

Chairman’s closing remarks The main message for executives of retail banking seeking to drive innovation and growth in 2015 include the following;
Is the end near for traditional banks? The impetus for banks to learn from innovative non-banks Superlative customer experience innovation outside the banking industry that will transform customer care business practices in retail banking