Explore the Agenda by Topic

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

  • Harnessing Innovation to Put the Customer at the Center in Banking
    Examine why financial institutions struggle to meet client needs. Gain critical strategies for modernizing products and touchpoints to improve customer satisfaction and loyalty.
    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
     
  • Transforming Without Tech - Creating Kinder Banking Through the Power of Our People
    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, MBA, CEO, Cumberland Building Society, UK
     
  • The Importance of Customer-Centric Approaches to Financial Wellbeing and Financial Inclusion
    Explore strategies to enhance financial access, literacy, and personalized services. Understand how leading banks are leveraging technology to provide inclusive, personalized solutions and foster trust through transparent practices. 
    Dawn Bailey, Head of Financial Wellbeing, Bank of Ireland
     
  • 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
     
  • ATM Pooling: How Can Banks Collaborate to Reduce Costs and Enhance Customer Experience?
    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
    Explore the potential of corporate venture capital to unlock innovation. Access lessons learned from National Bank of Canada on how to structure successful CVC funds to achieve strategic goals and financial returns.
    Philippe Daoust, Managing Director and Head of Innovation, National Bank of Canada
     
  • Transforming Retail Banking: Bank Branch Systems Modernisation
    Discover how upgrading banking systems can enhance customer experience and operational agility. Uncover technologies that enable seamless, personalized banking experiences across physical and digital channels.
     
  • Mastering the Art of Customer Engagement and Retention
    Learn why FIs struggle to keep up with the needs of their clients, especially around the most popular and important products.  Discuss why it is more critical than ever to modernise every product and touchpoint, and how to do so effectively.
     
  • 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.
     
  • 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
  • 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
     
  • Implementing ID Transformation to Improve the Customer Experience
    Discover how digital ID can enhance customer experience and streamline operations. Gather insights from Swedbank's implementation, focusing on customer behaviors     and lessons learned in improving security and efficiency.
     
  • Empowering Accessibility: A Self-Service Strategy for the EAA
    Explore effective strategies for implementing self-service solutions that comply with the European Accessibility Act. Learn how to balance regulatory compliance with user-friendly design, ultimately creating more inclusive and empowering experiences for all users.
    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.
    Dean Wallace, Director, Consumer Payments Modernisation, ACI, UK
     
  • Fighting Fraud with Automation in the Digital Bank
    Explore how automated processes in identity verification can combat fraud while improving customer experiences. Learn how to balance security and convenience in digital banking.
    Julie Conroy, Chief Insights Officer, Datos Insights
     
  • 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
     
  • 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.
     
  • 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

  • Redefining The Branch: Thriving in The Digital Age
    Explore strategies to future-proof branches in the digital age. Gain insights on differentiating through in-person services and community commitment, driving growth and customer loyalty.
    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
     
  • Navigating Open Banking, BNPL, Card Payment Competition and the Digital Consumer: Opportunities for Traditional Banks
    Explore how open banking, BNPL, and digital consumers are reshaping banking. Discover how traditional banks can turn these challenges into opportunities for growth and customer retention.
     
  • 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.
     
  • Optimising Self-Service Transactions to Transform the Retail Branch Model
    Investigate how a robust self-service network can optimise costs and maintain brand presence. Obtain strategies for deploying ATMs to supplement reduced branch networks and enhance remote services.
     
  • 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.
     
  • 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.
     
  • 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

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