Explore the Agenda by Topic

Click here to view the event schedule, including session timing.  Sessions, speakers, and schedule are subject to change.

  • Building a Global Digital Bank with Branches
    Learn how Santander is transforming its Retail & Commercial business and operating model, leveraging the Group’s global scale and its local presence to build a digital bank with branches. Discover how it offers all our products and services digitally through its own global platform and uses its branch network to advise and fulfil all its customers' financial needs.
    Miguel Díez Asenjo, Group Vice President, Transformation, Retail and Commercial Banking, Santander
     
  • Evolution of Branch Banking in the UK: Adaptation to Less-Cash Trends on UK High Streets
    Explore lessons from the UK on how to continue supporting the most vulnerable in society amidst a changing branch banking landscape and declining cash usage. Understand implications and strategies for navigating this evolving landscape in markets across the globe.
    Tim Allen, Director, Access to Banking and Branch Platforms, Barclays UK PLC
     
  • 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.
    Des Moore, CEO, Cumberland Building Society, UK
     
  • Unleashing the Power of Video Calls: How Neuromarketing Can Help Create an Exceptional Customer Experience
    Access behind-the-scenes perspectives on Kuveyt Türk's pioneering use of neuromarketing to optimize video call interactions. Master techniques to enhance digital customer service strategies and optimize user experience based on cognitive and emotional responses.
    Okan Acar, Head of Digital Banking Group, Kuveyt Türk
     
  • To Cost-Efficient Streamlining with ATM Pooling
    Explore the innovative concept of ATM pooling, where multiple banks share ATM infrastructure to reduce costs and enhance customer convenience. Discuss the benefits, challenges, and technological advancements in ATM pooling, featuring insights from an industry leader and case studies of successful implementations.
    Kjetil Bratbergsengen, Head of ATM Services,Tietoevry
     
  • Driving Customer Innovation Through CVCs
    Philippe Daoust will discuss how financial institutions can structure successful corporate venture capital funds that achieve specific, established goals.
    Philippe Daoust, Managing Director and Head of Innovation, National Bank of Canada
     
  • Solving the Cost of Cash Crisis to Meet Customer Demands
    Explore the new face of ATM management and ownership as the industry adapts to the rising cost of cash. Uncover the historical context and examine the changing landscape. As customer demand for cash looks resilient, look to the future as we forecast what the next 10 years will hold.
    David Dove, President, Brink’s Global ATM Managed Services Business
     
  • Financial Wellbeing - Combining Technology With the Human Touch
    Examine how digital channels and tools together with maintaining crucial human connections can empower customers to take control of their financial wellbeing. Discover how Bank of Ireland balances digital innovation with personalized support, creating a banking experience that enhances financial inclusion, financial literacy and financial confidence for every customer and society in general.
    Jane Kealy, Group Director of Customer Outcomes, Bank of Ireland
     
  • Navigating the Threat Landscape of Account Takeover Fraud
    In our increasingly digital world, account takeover (ATO) fraud is a critical challenge for individuals and organizations alike. This panel will delve into the evolving tactics employed by cybercriminals to compromise user accounts, the impact on businesses and consumers, and the latest strategies for prevention and recovery.
    Daniel Holmes, Director of Banking, Identity & Market Strategy, Feedzai
     
  • Real-Time Payments to Improve the Customer Experience
    Examine the global expansion of real-time payment systems, the importance of cross-border synchronization, and interoperability and explore how instant payments are evolving from back-end processes to customer satisfaction tools. Discussions will cover advancements in data standardization and ongoing challenges in security, KYC, and regulatory compliance.
     
  • Driving Customer Engagement in a Digital-First World
    Examine the evolving omnichannel customer engagement model. Learn strategies to win and serve customers effectively, leveraging digital tools inside and outside the branch to create greater value
  • Why Big Banks Beat Big Tech
    For years, everyone has forecast the end of banking due to technology. It hasn't happened, has it? Will it? No! The reason is that banking is far more complicated than technology - after all, do you really think bankers asked for four million pages of regulation to operate? This presentation delves into the depths of banking past, present and future and comes up with a surprising conclusion in that big banks might always beat big tech, but there's another threat out there that might beat big banks. What is it?
    Chris Skinner, CEO, The Finanser, UK
     
  • Empowering Accessibility: How the EAA impacts ATMs                                                                                                                                                                      Discover how the European Accessibility Act impacts on hardware and software. Learn about Erste Bank ongoing accessibility initiatives. Explore key considerations and uncover innovative ideas to enhance user experience for all customers.                                                                                                                                                       
    Peter Michael Seitz, Channel and Retail Strategy, Channel Management Self-Service, Erste Bank 
                                                                                                                      
  • Streamlining Payments & Cards Processing with Payment Hubs                                                                                                                                                 Payment modernisation is a strategic priority for banks. Yet, they struggle with the growing complexity of the business, the burden of keeping up with regulatory and industry requirements  (instant payments, PSD3 and PSR, ISO20022, etc) and the ever-evolving demands of the consumer. Banks should consider investing in payment hub technology to streamline payments & cards processing across multiple payment types and channels, to obtain a single view of the customer, and reduce time to market for new product launches.
    Christian Luckow, Managing Director, Tribe Lead, Payments, Danske Bank, Denmark                                                                                                                                                                                                                      
                                                                                                                                                                             
  • Transforming Customer Support: Kroo Bank's Experience with Generative AI
    Discover how Kroo Bank transformed its customer support through the implementation of a generative AI chatbot. Hear the real-world experience of the bank, from identifying the need for AI-driven support to the successful deployment of the chatbot. Learn about the ongoing management of the AI system and its continuous improvement to meet evolving customer and bank needs.
    Alexey Gabsatarov, CTO, Kroo Bank, UK
     
  • Protecting Customers with Gen AI and Machine Learning
    Learn how Lloyds Banking Group is harnessing Generative AI & Machine Learning to transform the way it protects their customers, improving processes, enabling colleagues to be more present, identifying potential harm earlier. Explore how Intelligent Technology makes humans more human, empowering them to focus on human intelligence in their fight against economic crime.
    Grace Broadhurst, Senior Integrator, Lloyds Banking Group
     
  • How to Transform a Cards Platform - From Audio Cassette to Cloud
    Learn how Lloyds Banking Group transformed a cards payments ecosystem to deliver a target debit dard architecture that will influence wider industry transformation. Discover the journey that began with creating the case for change and defining the technology platform through to making it a reality.
    Scott Anthony, Head of Engineering, Debit Cards, Lloyds Banking Group, UK
     

  • Scamming the Bank Impersonation Scammers
    In this compelling presentation, Jim Browning, renowned cybersecurity expert and ethical hacker, delves into the intricate world of bank impersonation scams—an increasingly sophisticated threat targeting individuals and institutions alike. Jim Browning, known for his groundbreaking work in exposing cybercriminal operations, will provide a detailed examination of these fraudulent schemes and share his unique approach to combating them.
    Jim Browning, Anti-Scam Expert, Independent Fraud Consultant
     

  • Leveraging CCDMs to Enhance Efficiency, Customer Experience and Operations
    Hear how BankIslami successfully implemented cash and cheque deposit machines. Understand how innovative features enabled them to extend service hours and geographic reach, thereby improving customer experience and operational efficiency.
    Bilal Fiaz, Group Head Consumer Banking, BankIslami
     

  • Emerging e-commerce and digital payment trends in Europe
    Digital payments are now part of the mainstream payments world, both for e-commerce and in-person payments. Drawing on RBR Data Services’ published research, learn about the latest trends in this area and discover how new payment methods are driving growth.
    Daniel Dawson, Senior Manager, Cards and Payments Lead, RBR Data Services, UK
     

  • Tackling Scam Attacks: Leveraging Machine Learning Analytics in U.K. Banking
    U.K. banks face sophisticated scam attacks threatening consumer trust and financial stability. Explore evolving scam tactics, their impact, and preventative measures. Discuss how machine learning analytics can revolutionize fraud detection by analyzing transaction data in real-time, improving response times and reducing losses. Discover how ethical considerations of data privacy and algorithmic transparency should also be addressed.
    Julie Conroy, Chief Insights Officer, Datos Insights
    Martina King, CEO, Featurespace
     

  • Moving From Hype to Customer Value: How will GenAI Revolutionize Retail Banking?
    Evaluate the potential of generative AI to revolutionize retail banking. Consider successful GenAI strategies, potential rewards, and pitfalls to avoid when implementing this technology to enhance customer experience and operational efficiency.

  • Redefining The Branch: Thriving in The Digital Age
    With technology commoditising financal services, a forward- looking branch strategy enables FIs to differentiate themselves by focusing on in-person services and by illustrating their commitment to their local comunities. What is the right strategy which can drive growth and future proof the branch in the digital age.
    Wayne Measor, Director of Retail and Transformation, Yorkshire Building Society 
    Andrew Gall, Head of Savings and Economics, Building Society Association
    Stuart Fearn MBE, Non-Executive Director, Society Matters CIC
     
  • Integrating Physical and Digital Channels To Enhance Customer Centricity
    Learn about novobanco's innovative distribution model that transformed customer transactions. Acquire key success factors in creating a seamless omnichannel experience, improving customer satisfaction and operational efficiency.
    Nuno Corado, Marketing Director - Head of Retail, novobanco
     
  • Delivering a Branch Strategy for Positive Customer and Community Impact
    Investigate how investing in local communities and maintaining high street presence can drive customer loyalty and high-value transactions. Master successful branch strategies amidst rising costs and digital growth.
    Julie-Ann Haines, CEO, Principality Building Society
     
  • How Cash is Fuelling the New Wave of Financial Inclusion
    Understand the role of cash in financial inclusion across developed and developing nations. Absorb strategies for ensuring customer access to cash and how strategic partnerships support these initiatives.
    Stuart Mackinnon, COO, NCR Atleos
     
  • The Future Now: Steering Your Bank into the Digital Age
    Learn about Bank of Georgia’s transition from traditional banking to a digital-first approach. Discover the strategies and innovations that have transformed customer interactions and raised awareness of products and services across digital channels. Explore the impact of user experience (UX) and discuss future plans for further digital evolution.
    Maia Gorgiladze, Deputy CDO, Bank of Georgia
     
  • Digitizing Branch Advisory by Leveraging Mobile Banking Application
    Discover how to digitize, personalize and empower branch-based advisory while always keeping the mobile banking app in the center of the customer service. Learn strategies to institutionalize existing branch best practices and ensure a consistent customer experience across your entire physical network. Master the orchestration of all sales and service channels through the mobile banking application; guiding customers seamlessly between digital and human channels.
    Laszlo Bek-Balla, Head of Digital Channels & Contact Center, Erste Bank Hungary
     
  • Maintaining Customer Access to Cash: Navigating Rising Costs and ATM Fee Challenges
    Examine challenges in maintaining ATM networks amid rising costs. Acquire strategies to prevent "cash deserts" and ensure community access to cash while managing operational expenses.
    Graham Mott, Director of Strategy, LINK
    Marek Szafirski, Managing Director Europe Financial Institutions, Services & Technology, Euronet Worldwide
     
  • Benchmarking Your Bank’s ATM Performance
    Drawing on RBR’s in-depth primary research, discover how major European banks are managing their ATM channels – what services do they offer, how heavily are their machines used, how are they maintained…?
    Rowan Berridge, Senior Manager, Banking Automation Lead, RBR Data Services, UK
     
  • Digital Wallets on the Rise
    Examine the growing popularity of digital wallets and their impact on banking. Understand how traditional banks can compete and adapt to the growing importance of digital wallets in customer payments.
     
  • Dynamic Ways to Improve the Customer Experience in the Branch
    Discover innovative ways to enhance in-branch customer experiences as digital services grow. Acquire strategies to engage customers positively during in-person interactions, driving loyalty and retention

Click here to view the program schedule, including session timings.  Sessions, speakers, and schedule are subject to change.