Jennifer Ham, Chief Revenue Officer, Datos Insights
Tom Hutchings, Head of RBR Data Services, Datos Insights 

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?

Chairs:
David Albertazzi, Director, Retail Banking & Payments Practice, Datos Insights
Tom Hutchings, Head of RBR Data Services, Datos Insights
Speaker:
Chris Skinner, CEO, The Finanser, UK

Leveraging Tech Platforms to Become Ready for the Next Phase in Banking

Trends evolve rapidly and Big Techs have set the expectations for customer experience. To remain competitive in a world of tight competition and tech disruption, banks need to continuous adapt and transform. In this case study we will discuss pathways, pointers and levers to transform, anticipate next evolution steps and deliver superior customer experience at scale.

Chairs:
David Albertazzi, Director, Retail Banking & Payments Practice, Datos Insights
Tom Hutchings, Head of RBR Data Services, Datos Insights
Speaker:
Marco Eijsackers, Global Head of Tech Strategy & Transformation ING, Netherlands

How Cash is Fuelling the New Wave of Financial Inclusion

Access to physical cash remains in demand in both developed and developing nations; indeed the pendulum is now swinging back to a more balanced approach between digital and physical payment forms. Given the focus on access to cash in the UK, this session highlights how FIs are ensuring financial inclusion for their customers. We'll look beyond the UK to include examples from other countries and explore how strategic partnerships are helping to support these initiatives.

Chairs:
David Albertazzi, Director, Retail Banking & Payments Practice, Datos Insights
Tom Hutchings, Head of RBR Data Services, Datos Insights
Speaker:
Joe Gallagher, SVP, Products, NCR Atleos, USA

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.

Chairs:
Ariana-Michelle Moore, Strategic Advisor, Datos Insights
Matt Kamisher-Koch, Director, RBR Data Services, Datos Insights
Speaker:
David Dove, President, Global ATM Managed Services Business, Brink's, USA

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.

Chairs:
Ariana-Michelle Moore, Strategic Advisor, Datos Insights
Matt Kamisher-Koch, Director, RBR Data Services, Datos Insights
Speaker:
Miguel Diez Asenjo, Group Vice President, Transformation, Retail and Commercial Banking, Santander, Spain

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.

Chairs:
Ariana-Michelle Moore, Strategic Advisor, Datos Insights
Matt Kamisher-Koch, Director, RBR Data Services, Datos Insights
Speaker:
Kjetil Bratbergsengen, Head of ATM Services, Tietoevry, Norway

Maintaining Customer Access to Cash : Navigating Rising Costs and ATM Fee Challenges

Branch closures and the falling number of ATMs give rise to growing concerns over “cash deserts” in Europe. Local communities are being left with little access to notes and coins. With escalating hardware, software and CIT expenses, the cost of an ATM cash transaction is rising every year but interchange fees, which ensure ATM operators are compensated for the costs of maintaining and servicing ATMs, are not. The result is that FIs are rationalising their ATM fleets and the number of smaller independent deployers is falling as the market consolidates. However, ATMs are still the single best cash distribution network in the world so how can the industry ensure that cash deserts are avoided and access to cash is maintained across all communities?

Moderator:
Alex Maple, Manager, RBR Data Services, Datos Insights
Speakers:
George Zenzefilis, Director of Marketing, Euronet
Graham Mott, Director of Strategy, LINK, UK
Emma Chee, Head of Access to Banking and Cash, HSBC, UK

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.

Chairs:
Robert Chaundy, Manager, RBR Data Services, Datos Insights 
Chris Allen, Senior Associate, RBR Data Services, Datos Insights 
Speaker:
Maia Gorgiladze, Deputy CDO, Bank of Georgia, Georgia

Driving Customer Innovation Through CVCs

Corporate venture capital, the investment of corporate funds directly into external startups, has helped corporations deploy successful innovation strategies. CVC is used in several top-end companies, such as Intel and Google, generating outstanding strategic and financial returns. However, several companies, including TotalEnergies, Microsoft's M12, and Verizon, have started paring down their portfolios. Is CVC dying then? Can it still help you transform your organization? If so, how do you structure a successful corporate venture capital fund so that it achieves your specific, established goals?

Chairs:
Robert Chaundy, Manager, RBR Data Services, Datos Insights 
Chris Allen, Senior Associate, RBR Data Services, Datos Insights 
Speaker:
Philippe Daoust, Managing Director and Head of Innovation, National Bank of Canada, Canada

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

Reaping The Rewards of Digitized Onboarding

Explore how modern digital onboarding drives customer acquisition and retention in banking. Learn how personalization, automated processes, and seamless omnichannel experiences create opportunities for cross-selling while building stronger customer relationships. Learn how leading institutions leverage technology to reduce attrition through streamlined documentation, digital authentication, and real-time support.

Moderator:
Stewart Watterson, Strategic Advisor, Datos Insights 
Speakers:
Rob Wint, Senior Product Director, Temenos, UK 
Steve Robson, HSBC, UK
Theodosis Theodosiou, Bank of Cyprus

Q&A session with Chris Skinner - Intelligent Money: Our Future Is Where Money Thinks For Us

Who cares about the money of the future? WHY should I care about the money of the future? These questions, and more, are addressed in depth in Intelligent Money. As money becomes digital, it will revolutionise everything. By 2030, digital money will make money personal, individualize currency and its usage, make it secure, enable it to grow automatically to meet our personal goals, manage risk automatically and make life simpler and easier for all.

To register for this session, email events@datos-insights.com

Delivering a Branch Strategy for Positive Customer and Community Impact

By investing in local communities and maintaining a robust presence on the high street, financial institutions can demonstrate their commitment to putting their customers first. A creative and innovative branch strategy also makes good business sense as branches are seen by customers as a symbol of stability and are therefore used for higher value transactions and services. Against a backdrop of rising overheads and the growth of digital banking, what are the hallmarks of a successful branch strategy?

Chairs:
Alan Burt, Senior Manager, Retail Technology Lead, RBR Data Services, Datos Insights 
Jeni Bloomfield, Manager, RBR Data Services, Datos Insights  
Speaker:
Julie-Ann Haines, CEO, Principality Building Society, UK

Empowering Accessibility: A Self-Service Strategy for the EAA

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.

Chairs:
Alan Burt, Senior Manager, Retail Technology Lead, RBR Data Services, Datos Insights 
Jeni Bloomfield, Manager, RBR Data Services, Datos Insights 
Speaker:
Peter Michael Seitz, Channel and Retail Strategy, Channel Management Self-Service, Erste Bank, Austria

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.

Moderator:
Ron van Wezel, Strategic Advisor, Datos Insights 
Speakers:
Christian Luckow, Managing Director, Core Payments & CoE, Danske Bank, Denmark
Dean Wallace, Director, Consumer Payments Modernization, ACI, UK 

Enhancing ATM Customer Experience Through Software Innovation

The key to innovating the ATM experience is software. As consumers increasingly embrace more personalized and innovative ATM experiences, explore how technologies such as XFS4IoT, Biometrics, specialized hardware, remote teller features, integration with mobile and web channels and, of course, AI can all help bring a better experience to the ATM.

Moderator:
Tom Hutchings, Head of RBR Data Services, Datos Insights 
Speakers:
Kader Baadoud, Deputy CEO, KAL
David Novotny, Product Owner ATM, Česká spořitelna , Czech Republic 
Angeliki Ksona, Head of Self-Service Banking, National Bank of Greece, Greece

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.

Chairs:
Thomas Madden, Manager, RBR Data Services, Datos Insights 
Speaker:
Daniel Dawson, Senior Manager, Cards and Payments Lead, RBR Data Services, Datos Insights

Unleashing the Power of Video Calls: How Neuromarketing Can Help Create an Exceptional Customer Experience

Kuveyt Turk is the first and only Turkish bank to have a neuromarketing lab with all fully-fledged features. This presentation delves into a neuromarketing study aimed at understanding the cognitive and emotional responses of our digital sales representatives during video call interactions with customers. By utilizing advanced neuroscience techniques, such as eye-tracking and EEG, the study provides insights into how various elements of the video call experience - such as customer appearance and interface design - affect employee engagement and satisfaction. The findings offer valuable implications for enhancing digital customer service strategies and optimizing the user experience in video call environments.

Chairs:
Thomas Madden, Manager, RBR Data Services, Datos Insights
Speaker:
Okan Acar, Head of Digital Banking Group, Kuveyt Turk, Turkey

Jennifer Ham, Chief Revenue Officer, Datos Insights

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.

The session will cover:

• The Anatomy of Bank Impersonation Scams: An in-depth look at how scammers operate, including common tactics such as spoofed communication channels and fake websites designed to deceive victims into disclosing confidential information.
• Baiting Techniques: Jim will showcase real-world examples of how he has used baiting techniques to expose and disrupt scam operations. Attendees will gain insights into the methods and tools used to lure scammers into revealing their strategies and vulnerabilities.
• Effective Countermeasures: Practical advice on how individuals and institutions can implement robust security measures to protect against these scams. This includes recognizing phishing attempts, validating communications, and using advanced security tools.

 By attending this presentation, participants will not only understand the latest tactics employed by scammers but also learn actionable strategies for safeguarding their organizations. Jim Browning’s expertise and firsthand experience provide a valuable perspective on the ongoing battle against financial fraud, offering practical solutions and inspiring proactive measures.

Join us for an engaging and informative session that equips you with the knowledge and tools to defeat bank impersonation scams effectively.

Speaker:
Jim Browning, Anti-Scam Expert, Independent Fraud Consultant

Tackling Scam Attacks: Leveraging Machine Learning Analytics in U.K. Banking

In an era where digital transactions dominate, U.K. banks are increasingly facing sophisticated scam attacks that threaten consumer trust and financial stability. This panel discussion will bring together leading experts from the banking sector to explore the multifaceted challenges posed by these scams. We will delve into the evolving tactics employed by scammers, including phishing, social engineering, and synthetic identity fraud, and examine their impact on both consumers and financial institutions. Panelists will share insights on  preventative measures and the limitations of traditional fraud detection methods.

Crucially, we will explore how machine learning analytics can revolutionize the fight against scams. By analyzing vast amounts of transaction data in real time, banks can enhance their ability to identify patterns indicative of fraudulent activity, improving response times and reducing financial losses. Discussion will also cover the ethical considerations of data privacy and the importance of transparency in algorithmic decision-making. Join us for an engaging dialogue on the challenges U.K. banks face with scam attacks and the innovative solutions that machine learning offers, paving the way for a safer financial landscape for consumers.

Moderator:
Julie Conroy, Chief Insights Officer, Datos Insights
Speaker:
Martina King, CEO, FeatureSpace, UK

Evolution of Branch Banking in the UK: Adaptation to Less-Cash Trends on UK High Streets

This presentation will explore the changing landscape of branch-based banking in the UK, analysing the impact of declining cash usage, the implications for UK High Street Banks and the strategies for navigating this evolving landscape, whilst still supporting the most vulnerable in society.

Chairs:
Chris Herbert, Senior Manager, RBR Data Services, Datos Insights
Helen Amos, Manager, RBR Data Services, Datos Insights
Speaker:
Tim Allen, Director, Access to Banking and Branch Platforms, Barclays, 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.

Chairs:
Morten Jorgensen, Senior Advisor, RBR Data Services, Datos Insights
Sam Blackwell, Manager, RBR Data Services, Datos Insights
Speaker:
Grace Broadhurst, Senior Integrator, Lloyds Banking Group, UK

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.

Chairs:
Chris Herbert, Senior Manager, RBR Data Services, Datos Insights
Helen Amos, Manager, RBR Data Services, Datos Insights
Speaker:
Laszlo Bek-Balla, Head of Digital Channels & Contact Center, Erste Bank Hungary, Director

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.

Chairs:
Morten Jorgensen, Senior Advisor, RBR Data Services, Datos Insights
Sam Blackwell, Manager, RBR Data Services, Datos Insights
Speaker:
Alexey Gabsatarov, CTO, Kroo Bank, UK

Redefining The Branch: Thriving in The Digital Age?

With technology commoditising financial 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 communities. What is the right strategy which can drive growth and future proof the branch in the digital age.

Moderator:
Gillian Shaw, Manager, RBR Data Services, Datos Insights
Speakers:
Wayne Measor, Director of Retail and Transformation, Yorkshire Building Society, UK
Andrew Gall, Head of Savings and Economics, Building Society Association, UK
Stuart Fearn MBE, Non-Executive Director, Society Matters CIC, UK

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.

Moderator:
Julie Conroy, Chief Insights Officer, Datos Insights
Speaker:
Daniel Holmes, Director of Banking Fraud, Identity & Market Strategy, Feedzai, UK

Omnichannel Banking 2.0: Harmonizing Digital Innovation with Human Connection

In today's banking landscape, delivering seamless customer experiences across channels is no longer optional. Explore how financial institutions are reimagining their distribution strategy to give a consistent and enhanced customer experience; from standardizing transaction flows across mobile and ATMs to transforming branches into digital-first, human-powered advisory hubs. Examine successful approaches to branch automation, staff upskilling, and agile service delivery that balance digital efficiency with meaningful personal interactions.

Moderator:
Ariana-Michelle Moore, Strategic Advisor, Datos Insights 
Speakers:
Norbert Kováts, Head of Retail Omnichannel Transformation, K&H Bank, Hungary
Vladan Mladenovic, Branch Transformation Lead, Raiffeisen Bank International AG, Austria

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 level of coverage do they have, what services do they offer, and how are their machines maintained…?

Chairs:
David Albertazzi, Director, Retail Banking & Payments Practice, Datos Insights
Tom Hutchings, Head of RBR Data Services, Datos Insights
Speaker:
Rowan Berridge, Senior Manager, Datos Insights 

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.

Chairs:
David Albertazzi, Director, Retail Banking & Payments Practice, Datos Insights
Tom Hutchings, Head of RBR Data Services, Datos Insights
Speaker:
Jane Kealy, Group Director of Customer Outcomes, Bank of Ireland, Republic of Ireland

David Albertazzi, Director, Retail Banking & Payments Practice, Datos Insights