Retail Banking International Conference & Awards: A Virtual Experience

• 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

• Change keeps accelerating
• Re-thinking banking self-service in a digital world
• Maintaining simplicity in the next generation

• 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

• 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?

• How the new modus operandi of banking is putting pressure on bank profitability
• Unchartered waters: Negative interest rates – banks turning away their traditionally most valued customers
• The impact of technology, regulation and Covid-19 on banks
• The way forward

• 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?
• How is the role of the bank changing during and post crises and how supportive is the bank to the customer during a pandemic experience?

• 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?

• How open are key players to collaborate in their innovation?
• How many successful case studies are now openly available?
• What issues are still open to fix?
• How open is the market to competition as adoption of Open Banking picks up?
• Who wants to leapfrog to an open data economy post-COVID-19?

• 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

• Maintaining normal services during times of crises
• The move to digital services as a result of the new norm
• Changes to products, payment holidays etc. and how this affects the industry
• Support for vulnerable customers and the role of the bank

• 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

• 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?

•        A global view of instant payment models worldwide
•        The disruption opportunity to offer new value-added services
•        Technology consideration when moving to instant payment
•        What’s next in real-time payments

• 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

• 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

Learn how to shift from a linear frameworks of customer experience (single, sequential customer interactions), to holistic frameworks (multiple, synchronous and asynchronous interactions that impact one another)

Learn how to approach compliance such that it doesn’t become a barrier to positive customer experiences

Learn how to build construct end-to-end customer life cycles based on modern technologies

Learn how to select and deploy the right tools to bring cohesion to legacy technologies and resolve their inadequacies

• 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

• Can digital replace traditional banking in its entirety and provide a positive customer journey?
• 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?

• 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

Many retail banking companies have new and emerging financial and reputational risks with data access controls. The complexity of digitalization and newfound data science capabilities drive greater demand for data democratization. The diversity of data consumers, data assets and data access tools continue to grow. Businesses are challenged to improve data accessibility without compromising usability, remain compliant, implement effective and efficient governance processes, and actively monitor the consumption of data.

• The Evolution of Data Access Control
• What is Policy Based Access Control (PBAC)
• How PBAC supports Compliance Processes
• Building a Policy for Governance
• Enterprise Case Study

• 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