Agenda | The Excellence in Retail Financial Services Convention

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.

The Excellence in Retail Financial Services Convention 2017
Friday, March 17, 2017

08:00 – 09:00


09:00 – 10:00

Chairman’s Opening Remarks
Emmanuel Daniel, Chairman, The Asian Banker

Opening Keynote: Genki Oka, Head of Japan, Ant Financial Services Group

New Trends Reshaping the Retail Financial Services Industry

The world looks a lot different than 10 years ago; we have from self-driving cars, to biometric authentication, artificial intelligence to robots becoming financial advisors, and a cashless society. The industry is more customer focused, banks are actively using data to improve customer experience. However, there are still significant challenges to overcome, in order to achieve success in global markets.

  • The global payment landscape is evolving - Overview of the payment industry and outline of some emerging new channels
  • What are the next steps for seamless payments and cashless society?
  • Key features from the Japanese payment system
  • Imagining the future of financial services in the next 5 to 10 years?

Session chaired by Emmanuel Daniel, Chairman, The Asian Banker

10:00 – 10:30

Refreshment and networking break

10:30 – 12:30

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

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

Session chaired by Philippe Paillart, Chairman, Excellence in Retail Banking Advisory Council and Emmanuel Daniel, Chairman, The Asian Banker

Key Findings from the Excellence in Retail Financial Services Awards Programme 2017
• Awards programme: Process, methodology and scorecards
• Overview of the retail banking market
• Key findings from the awards programme
• Best practices (based on submissions)

Presentation by Emmanuel Daniel, Chairman, The Asian Banker

12:30 – 13:30


13:30 – 14:15

Rethinking Customer Experience in the Digital Economy

  • How Artificial Intelligence (AI) can be a game changer to reshape the customer’s journey
  • Working together with machines to customize and automate the interactions with your end-users and clients on a daily basis
  • Data Analytics – opening up new opportunities to measure experience from feedbacks to loyalty programs

John Gu, Co-Founder & Managing Director APAC @
Alson Ong, Vice President, Solutions, Asia Pacific and Japan, Kofax
Pieter Franken, Executive Director, Monex Group, Inc.
Cedric Roll, Chief Technology Officer, 8 Securities or Mr. Cedric Roll, CTO, 8 Securities

Chaired by Boon Ping Foo, Managing Editor, The Asian Banker

14:15 – 14:30

Best practices and case-studies from International Excellence in Retail Financial Services Programme 2017

Varun Sabhlok, vice-chairman, Excellence Advisory Council and Richard Hartung, member, Excellence Advisory Council

14:30 – 15:15

The New Landscape of the Industry – The Disruption caused by the Emerging Start-ups
The Financial sector has entered a phase of profound transformation. Numerous Fintech start-ups have emerged to challenge the traditional model by generating billions of dollars in the last years. This session will focus on how traditional and alternative players will need to use new technologies as the main enabler for reaching their own strategic objectives, otherwise be left behind in this new era.

  • How should insurance value chain be reshaped by using new technologies at hand?
  • Launching more insurtech companies specializing in very specific parts of regulations

Invited speakers/panelists:
Toshio Taki, Co-founder, Money Forward
Natalie Fleming, Founding Board Member, Fintech Association Japan
Gavin Raftery, Partner, Baker & McKenzie

Chaired by Varun Sabhlok, vice-chairman, Excellence Advisory Council

15:15 – 15:45

Refreshment and networking break

15:45 – 16:45

Today’s AI-Enabled Financial Services Industry – Chatbots, Robo-advisors, Internet of Things and beyond 

Technology has changed the very psychology of money and the way we perceive it. Artificial intelligence promises to further the ease of doing business for economies across the globe. This session will focus on how the financial services industry can use current innovations in AI, robotics and IoT to align to the needs of their customers

  • What implications will the industry face with the RoboGen?
  • The main questions remain regarding security, liability and scalability, how to ensure trust?
  • Should chatbots be used for customer acquisition?

Invited speakers and panelists:
Nao Kitazawa, COO, Money Design Co., Ltd (THEO the first robo-advisor in Japan)
Ayako Miyaguchi, Managing Director Japan, Kraken
Tatsuya Shirakawa, Senior Digital Strategist. Incubation Project Team, Mizuho Financial Group, Inc.
Matt Dooley, Managing Director, Connected Thinking

Chaired by Richard Hartung, Member, Excellence Advisory Council

16:45 – 17:00

Closing remarks


End of Conference

* Please note that Sessions, speakers and panellist may change according to availability
For questions related to the programme, please contact
Melissa Ballesteros,
Senior Executive, Programme
Tel: +86 186 1401 4559