Day2: 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
• 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

Day3 : Site Visits
Friday, 20 March 2015
Innovation Tour on Customer Experience Retention and Technology

08:00 – 08:30

Registration

08:30 – 09:00

Welcome note and introduction to Singapore innovation and key developments

Briefing by The Asian Banker

• Singapore is Asia Pacific's most innovative city.  Participants will get an overview of the city-state’s efforts at global integration and orientation towards the future, underscored by its high connectivity levels and environmental sustainability in financial services. Singapore’s financial services infrastructure and what makes the country one of the most successful economies in Asia

- Summary of recent IT innovations in financial services
- Challenges faced by financial IT services in Singapore

09:30 – 10:30

Visit to OCBC Orchard gateway branch for an insight into its innovation branch strategy

Briefing by Jin Zwicky, VP, customer experience, OCBC

• OCBC has rolled out a number of innovative and first-in-the-market products and services. At the core of these products and services is the extensive research put in to understand the needs of its consumers
• Experience “FRANK by OCBC”, customised for youths and young working adults. It was introduced in May 2011 to offer a simple, relevant and meaningful banking experience in non-traditional ways. For the first time in Singapore, customers can choose to customise their debit and credit card faces from over 120 designs to suit their personalities and preferences. A savings enabler feature was also introduced to help FRANK customers create “savings jars” 

11:00 – 12:30

Visit to DBS MBFC branch to learn about the future of banking and payments

Briefing by
Linda Lee, Head of DBS franchise, DBS
Derrick Goh, Head of distribution & POSB, DBS
Tan Chee Khiong, Executive Director of T&O Consumer Banking Singapore, DBS,

• Simple, fast and delightful—that’s how banking experience will be like at the DBS MBFC branch. The future of banking is intuitive and interactive. With this flagship branch, holding its SME banking centre and wealth centres under one roof, DBS is well positioned to leverage its strengths across the bank to meet the complete banking needs of customers
• Presentation on branch/retail banking innovation and strategies about PayLah!, an e-wallet and funds transfer solution by the bank which is fast, easy and convenient

12:30-13:30

Luncheon at Penang Place Restaurant (Fusionopolis)

14:00-16:00

Visit to Agency for Science, Technology and Research (A*STAR) to learn new ways of engaging customers through the use of innovative technology.

Tour of FusionWorld led by Anand Raghavan, Deputy Director (FusionWorld), Science & Engineering Institutes, followed by an interaction session with scientists of the Institute for Infocomm Research hosted by Dr. Vrizlynn Thing, Head of the Cybercrime Security Intelligence Department.

• As A*STAR is Singapore’s lead government agency for economic-oriented R&D, it collaborates with the financial services industry as part of its effort to drive economic growth and transform Singapore into a vibrant knowledge-based and innovation driven economy.
• It provides a unique infrastructure conducive to interaction across institutes and disciplines by providing intellectual, human and industrial capital to its partners in industry.

16:30-18:00

Visit to the Employment Pass Services Centre (EPSC) to learn how the Ministry of Manpower (MOM) truly transforms its service delivery using design thinking

Briefing by Wee Kiat Chia, deputy director, service center operations branch of  Ministry of Manpower Singapore

• The EPSC’s function is to register and issue secured identification cards to Employment Pass holders and their families. MOM has fundamentally innovated and transformed the EPSC service delivery through a customer-centric philosophy.
• Service innovations brought about a major service milestone through significant benefits, cost savings, enhanced efficiency and productivity to customers, the MOM and stakeholders, winning wide public accolades and compliments.

19:00 – 21:00

Dinner and Q&A Dialogue at Palm Beach Seafood Restaurant (One Fullerton). We will discuss the innovation in payment in Singapore and how the regulator works with the industry to develop products, processes, and services. Innovation is increasingly tied to new media and payment technology which bring fun, flexibility, and discovery into customer engagement.