9:00 am Chair's Opening Remarks
Douglas Blakey
Group Editor Consumer Finance
Timetric Financial Services
9:10 am Pulling Together to Build Bridges for Better Banking Post Covid-19
- Deepening customer relationships to provide support during and post pandemic
- Taking advantage of the PSD2 Directive to share data that can combat cyber threats in an increasingly digital banking landscape
- Building a remote working eco-system that guarantees a secure digital infrastructure that protects society and the banks
- Analysing the development of digital Payit innovations to create a secure, efficient and reliable payment experience from consumer to merchant
- Staying up to speed in innovation to spearhead change and gain competitive advantage and stamp out fraud
Marion King
Director of Payments
NatWest
9:30 am Banking for a Changing World
- Change keeps accelerating
- Re-thinking banking self-service in a digital world
- Maintaining simplicity in the next generation
Robert Johnston
Product Marketing Director Enterprise software solutions
NCR
9:50 am Leveraging technology to adapt to challenges presented by Covid-19
- Looking at how banks have reacted to the challenges and reassessed what they do to reconfigure their companies
- Highlighting the implications of new technologies and digitalization to cater for demographic changes in the banking landscape
- Preparing for crises to react to the immediate threats to the banks and its customers
- Adjusting for unexpected changes to better communicate and deliver through digital space
- Reassessing long term plans to build a more resilient banking eco-system ready for the future
Nauman Bashir
Head of Digital Banking Singapore
Standard Chartered Bank
10:10 am Managing the COVID-19 Consumer Debt Crisis
- COVID-19 challenges are putting unprecedented pressure on consumers’ ability to repay loans, and thus on collections departments and debt collection agencies. Handling this spike using your usual approaches is a recipe for disaster. FICO’s Bruce Curry, named to the Credit 500 Hall of Fame this year, will explore what we’ve learned from the Great Recession about how to better manage a prolonged spike in customers entering collections, and ensure that your bank doesn’t haemorrhage good customers through mismanaged treatments.
- What are the essential approaches to retaining “good” customers who face repayment difficulties in the crisis?
- What additional data needs to be collected now to ensure proper treatment of debtors, now and in the future?
- How does the return to financial good and the financial morality profile differ for the COVID-impacted cohort of debtors?
- How can we better manage the flood of requests for payment holidays?
Bruce Curry
Vice President Collections & Recovery Solutions
FICO
10:30 am The Role of the Bank as Coach and Companion to support each customer on their journey
- Discussing the extent to which a bank should support its customers during crises for better financial relationships
- Understanding the untapped power in the bank’s role as a true companion to learn about each individual and guide them in order to make better financial decisions for a stronger banking relationship and more positive financial outcome
- Setting the customer on the straight and narrow for better financial wealth and mental health
- Looking at the bank’s role in helping individuals to achieve financial resilience for a win/win situation
- Identifying how banks are stepping up to the plate in coaching customers and fostering relationships to shape better bankers and better banks to weather unprecedented times
Melissa Ocampo
Head of Sustainability, Retail Banking
HSBC
10:50 am Coffee Break & Networking Time Meet the Exhibitors
11:00 am Panel: Retail Banking - What Was, Is No Longer
- What priorities are banks focusing on when developing new banking strategies to post Covid-19?
- How eminent is a digital only banking landscape based on reduced cash usage during the crisis?
- Are banks now pressured to leave the non-digitally native behind in their fight to stay ahead of technological development?
- What are the implications of climate change, new technologies, demographic changes, artificial intelligence, and financial uncertainty post pandemic?
Marion King
Director of Payments
NatWest
Melissa Ocampo
Head of Sustainability, Retail Banking
HSBC
Nauman Bashir
Head of Digital Banking Singapore
Standard Chartered Bank
11:20 am The Impact of FinTech Innovation on the Banking Sector
- What has been the impact of FinTech innovation on the banking sector?
- How can we measure that impact?
- What is the likely future impact?
- What themes and trends do we see with both FinTechs and Banks?
- What are the emerging challenges and opportunities?
- What are the key characteristics required to develop successful and sustainable FinTech partnerships?
Ravi Bhalla
Group Digital & Transformation
Lloyds Banking Group
11:40 am Presentation from Bottomline Technologies
12:00 pm Bank of England: Payment and API Strategy
- Exploring the Bank of England’s role in the payment system and the use of APIs to open up settlement
- The importance of global and domestic data standards and the changes that are coming, to find opportunity in the transitioning banking landscape
- The renewal of UK Real Time Gross Settlement (RTGS) and the benefits this will bring to bolster the new UK banking economy
- Discussing the emergence of block chain technologies to find opportunity in the transitioning banking landscape
William Lovell
Head of Future Technology
Bank of England
12:20 pm Session Reserved
12:40 pm The Ticking Time Bomb – It’s not whether it’s when; are you Cybersecurity prepared
- Looking at Digital infrastructure to ensure a service that’s safe secure and functional for confident customer use
- Raising cybersecurity levels; The contribution of FIs and security teams to comply with Regtech to ensure operational resilience
- Achieving security within regulatory requirements to better serve the public
- Staying ahead of the game with digital innovation to ensure better protection to avoid falling victim of a cyber attack
- Implementing 2 Stage Strong Customer Authentication (SCA) to protect the customer without degrading experience
Becky Pinkard
CISO
Aldermore
1:00 pm Lunch & Networking Break Meet the Exhibitors
1:20 pm Panel: The Collaborative Ecosystem
- Are banks transforming into tech companies and to what extent can they make this transition on their own?
- To what extent do banks recognise the importance of fintech as enablers as opposed to competitors?
- How high on the list are money management tools influencing the choice of bank for younger customers?
- How is the rise of Machine Learning affecting the way banks do business?
Ravi Bhalla
Group Digital & Transformation
Lloyds Banking Group
Becky Pinkard
CISO
Aldermore
William Lovell
Head of Future Technology
Bank of England
1:40 pm Presentation by BPC/ Radar Payments
2:00 pm The Current Banking Paradigm: Omnichannel & Optichannel
- Analysing the effectiveness of a multichannel approach as an intricate infrastructure to give a seamless experience to the customer
- Opti-channelling for a more personalized and communicative approach to compete in a customer-optimised marketplace
- Analysing increasingly complex banking channels and customer experience challenges to transition from a channel – driven approach to customer-driven
- Building a future retail banking landscape through efficient multi channels to consistently improve the customer journey
- Focusing on targeted, relevant and specific communication to develop stronger banking relationships
Anand Kumar
Executive Director and Deputy Chief Executive UK
Union Bank of India
2:20 pm Out with the Old and In with the New: Disruptive Banking Models
- Understanding the BNI Europa open architecture model to challenge traditional banking cultures
- Comparing the renewed model with the fragmented model to identify opportunities for change
- Considering key factors of the start-up model to devise a roadmap for success
- Outlining the ideas behind the “no bank model” to highlight the importance of adopting new methods and adapting to new climates
- Looking at the future of the bank through a digital only format to break the mould and create new possibilities
Pedro Pinto Coelho
Chairman & CEO
2:40 pm Session Reserved
3:00 pm A New Purpose - how branches helped to put things right for customers and learn from the past
- Looking at the rise of TSB from a fallen position through fast growth and changes to identify key turning points from challenging times
- Analysing the effect of reducing branches to achieve cost effective solutions and regain strength in the retail banking market
- Reviewing the effects and outcome of the Infrastructure Change Programme to understand the drivers behind strategy to achieve true change
- Achieving the impossible by turning a tainted reputation into a promising future for a bank and its branding
- Learning from experience to serve more customers in more communities than ever before through both traditional and digital channels
- How this experience has helped to shape TSB’s response to Covid-19
Matthew Cottam
Area Director – Greater London
TSB
3:20 pm Coffee Break & Networking Time Meet the Exhibitors
3:30 pm Panel: An Optimum Banking Relationship: The need for Physical and not just Digital
- Can digital replace traditional banking in its entirety and provide a positive customer journey?
- Toying with the idea of going cashless – is it doing more harm than good in a digital age?
- Emulating the human interaction factor in the digital journey – to what extent is this possible?
- What to consider when devising a flexible and modern banking strategy to provide better customer-oriented propositions?
Pedro Pinto Coelho
Chairman & CEO
Matthew Cottam
Area Director – Greater London
TSB
Anand Kumar
Executive Director and Deputy Chief Executive UK
Union Bank of India
3:50 pm CASE STUDY: Transforming Banking in Kosovo
- An overview of how banking has changed in Eastern Europe over the last 10 years
- Overcoming regulatory and compliance challenges when working with EU parents in a non-EU environment
- Being all things to all people: why Raiffeissen Bank needs to be not a digital bank, but a bank with a digital proposition
- Fostering trust in an older, untrusting population: the importance of relationship banking
Robert Wright
Chief Executive Officer
Raiffeisen Bank
4:10 pm Using Inclusive Design to Drive Innovation in the Digital Customer Experience
- Taking innovation to the next level by developing unique technology solutions that can meet the needs of the bank’s diverse customer base to be more ethical and inclusive of all demographics
- Driving accessibility through technology to provide solutions for every customer need whilst fostering a better banking relationship
- Building in-house customer research and empathy labs and an internal beta testing group to test design, features and functionality and gain in-depth customer insights prior to market release
- Prioritising customer experience to develop innovations that last and prosper
Pamela Hilborn
SVP Global Head of the Design
Scotiabank
4:30 pm Retail Banker International Awards Ceremony 2020
Sponsor Information
To enquire about sponsorship opportunities for the conference, please contact:
Ray Giddings
T: +44 (0)20 7936 6512
E: ray.giddings@arena-international.com
Speaker Information
To enquire about speaking opportunities for the virtual conference, please contact:
Amy Avanzato
T: +44 (0) 207 936 6607
E: Amy.Avanzato@arena-international.com