Customer Acquisition & Retention · Customer Acquisition & Retention. EBF Customer, Acquisition &...
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15-16 May 2013, Amsterdam, The Netherlands www.arena-international.com/ebf Organised by: Headline Sponsor: Customer Acquisition & Retention
Transcript of Customer Acquisition & Retention · Customer Acquisition & Retention. EBF Customer, Acquisition &...
15-16 May 2013, Amsterdam, The Netherlandswww.arena-international.com/ebf
Organised by:
Headline Sponsor:
Customer Acquisition & Retention
EBF Customer, Acquisition & Retention14-15th May 2014
www.arena-international.com/ebf
A division of SPG Media Group, John Carpenter House, John Carpenter Street, London EC4Y 0AN, UK • T: +44 (0)20 7936 6400
SAVE THE DATE. 14th-15th May, 2014
2014
E s s E n t i a l s
Coffee Break
time Registration Day - tuesday 14th May 2013
15:00 - 19:00 Delegates arrive and register at the forum venue
time DaY 1 - Wednesday 15th May 2013
07:15 - 08:00 Welcome Coffee and Collection of Meetings Schedule
08:00 - 8:30Opening Presentation
European retail payments integration – challenges aheadPierre Petit, Deputy Director General DG Payments and Market Infrastructure, European Central Bank
08:30 - 09:00
Presentation 1Meaningful banking
Edwin Van Raalte, Global Head of Product Development and Branding Rabobank International Rural and Retail Banking, Rabobank netherlands
09:00 - 09:30 Coffee Break
09:35 - 09:50
Presentation 2sponsored innovation session
Digital banking ignition: the triple-E formulatamas Braun, General Manager, inD Group UK
09:50 - 10:20Presentation 3
CRM – best strategies; revealing the pros and cons of single channel vs multi channel assessmentGianluca Finistauri, Retail Global Head of Multichannel and CRM, Unicredit Group
10:25 - 10:55 Business Meeting 1
11:00 - 11:30 Business Meeting 2
11:35 - 12:05 Business Meeting 3
Earnix Workshop Retail banking like an expert: decision support across
the customer lifecycleFrank Bria, Banking Professional services Director,
Earnix
12:10 - 12:40 Business Meeting 4
12:40 - 13:35Lunch
sponsored by HCl technologies
13:35 - 14:05
Presentation 4sponsored by tata Consultancy
The Emerging Big Returns on Big Dataarumugan Kumaradassan, Head of Big Data and analytics Practice, Banking and Financial services,
tata Consultancy services
14:05 - 14:35Presentation 5
Lessons learned and future outlook from Leumi Bank nataly Miller, Head of CRM Program, leumi Bank
E s s E n t i a l s
14:40 - 15:10 Business Meeting 5
suntec Business WorkshopBuilding untouchable client loyalty and ever-deepening
engagement through real-time customer experience orchestration
Gordon Gray, Global Head, Financial services industry Practice, suntec Business solutions
15:10 - 15:30 Coffee Break
15:35 - 16:05 Business Meeting 6 HCl technologies WorkshopWant loyal customers and improved margins? Learn how to engineer interactions that make this happen
nikhil Datar, Global leader and Principal for Customer Experience, HCl technologies16:10 - 16:40 Business Meeting 7
16:45 - 17:15 Business Meeting 8
17:20 - 17:50Presentation 6
Unveiling mobile developments at MoneYouErik idzenga, Channel Manager Online, MoneYou
17:50 - 18:20Presentation 7
Customer acquisition; customer segmentation - taking centre stage: SME’sstefan andersson, Head of sME, sEB Retail sweden
18:20 - 19:30 Free Time and Networking
19.30 - 22:30 Drink reception followed by dinner
time DaY 2 - thursday 16th May 2013
07:30 - 08:20 Coffee and Collection of Meetings Schedule
08:30 - 09:00Presentation 8
Reacting to all this bank bashing – understanding consumer concerns and build on your strengthslars sjögren, Executive Vice President, Head of Group Business Development and strategy, Danske Bank
09:00 - 09:30
Presentation 9Social media – take advantage of this platform to increase your consumer base and enhance customer services and
brand positioning Feyza tamer, senior Vice President, Digital sales and Marketing, inG Bank turkey
09:35 - 10:05
Presentation 10Free banking is a myth – understand the critical areas of investment in your retail offering to ensure you hit your
targets on customer acquisition and retention. “Debate the package account vs. single account role in customer acquisition and retention”.
Kyriakos Xydis, Executive Vice President/Retail Distribution, Bancpost Romania
10:10 - 10:40
Panel Discussion sponsored by infosys Looking into the future growth and engagement; best practice in the customer-centric retail banking model
Ruben Justel Miranda, Head of analytics and Profitability, santander Cards UK limited andKyriakos Xydis, Executive Vice President/Retail Distribution, Bancpost Romania
amit Dua, associate Vice-President and Head for EMEa - Finacle, infosys ltd
E s s E n t i a l s
10:40 - 10:55Cardwise innovation session
Major trends for future banking linked to smart servicesBoris Bogaert, Co-founder and Chief Executive Officer, CardWise
10:55 - 11:05 Coffee Break
11:05 - 11:35 Business Meeting 9
11:40 - 12:10 Business Meeting 10
GMC Workshop Transform the customer experience
Henrik noerby, Product Marketing Manager – Financial services, GMC
12:15 - 12:45 Business Meeting 11
John Ryan international Workshop What do 204 banks have to say about digital signage?
nancy Radermecher, President, John Ryan international
12:45 - 14:00 Lunch
14:00 - 14:15Cardlytics innovation session
Card-Linked Marketing: Driving increased digital engagement, customer spend and loyalty with targeted rewardsJason Brooks, Managing Director, UK, Cardlytics
14:20 - 14:50 Business Meeting 12
14:55 - 15:25Presentation 11
Customer facing challenges and branch technology sarvesh sarup, Global Head of Retail Banking, abu Dhabi islamic Bank
15:25 - 15:55Presentation 12
Investing in cross-channel distribution: a business case or an absolute necessity?Paul scholten, Chief Operating Officer Retail and Private Banking, aBn aMRO Bank
16:00 - 16:30 Business Meeting 13
16:35 - 17:05 Business Meeting 14
17:05 - 18:00 End of the Forum
07:15 - 08:00
Welcome Coffee and Collection of Meetings schedule
08:00 - 8:30
Opening PresentationOverviewEuropean retail payments integration – challenges ahead
Day One Wednesday 15 May 2013
Pierre Petit
led byPierre Petit, Deputy Director General DG Payments and Market Infrastructure, European Central Bank
BiographyPierre Petit, Deputy Director General - Payments and Market Infrastructure, ECB. Coming from the National Bank of Belgium, where he had been part of the Research Department for ten years, Pierre joined the Economic Unit of the Committee of Governors of the central banks of the Member States of the EEC (under the auspices of the BIS) as of July 1990. At the start of Stage Two of the EMU (January 1994), he joined the European Monetary Institute and was appointed Senior Adviser to the Head
