Do We Need Physical Banks In An Increasingly Digital Society? 

Norway is one of the most digital countries in the world. In the last few years digitilisation has undergone a massive development throughout the entire society and within all different sectors. How does this affect the financial services industry and how do the banks compete in this market?

Chairs:
Dominic Hirsch, Senior Advisor, RBR Data Services, Datos Insights 
Rachel Kelley, Manager, RBR Data Services, Datos Insights 
Speakers:
Introduction by Helena Müller, VP Banking Europe, Diebold Nixdorf, Sweden
Erik Mohn, Head of Payment Services and Infrastructure, Eika, Norway

Exceptional Customer Service for Kinder Banking and Customer Centricity

Service delivery in banking will continue to evolve but branches remain a fundamental part of how Cumberland Building Society provides excellent an excellent customer experience. People want choice and not everyone wants to use apps with many customers preferring face-to-face interaction in a branch or speaking to a real person at the end of a telephone line. Real life interactions are invaluable to customer centricity and give the building society the opportunity to demonstrate kinder banking in action.

Chairs:
Dominic Hirsch, Senior Advisor, RBR Data Services, Datos Insights 
Rachel Kelley, Manager, RBR Data Services, Datos Insights 
Speaker:
Des Moore, CEO, Cumberland Building Society, UK