distribution summit - efma · pdf filedistribution summit 3 days ... you can choose the...

18–20 March 2014Amsterdam, Hilton

Physical and digital convergence

Best practices in retail financial services, more information on www.efma.com

www.efma.com/distribution

DISTRIBUTION SUMMIT

3 DAYS4 CONFERENCES

Efma Communities @Efma_news LinkedIn Efma Channel Efma App

18–20 March 2014 Amsterdam

OVERVIEWwww.efma.com/distribution

STUDY PRESENTATIONS

Hear new research findings backed up by real case studies on how to implement critical change and innovation in your own organisation:

RE-banking: insights for banks from the REtailing sector, by Accenture and Efma

The World Insurance Report 2014, by Capgemini and Efma

Gamification for an engaging banking experience, by Misys Digital Channels and Efma

Aggregators and traditional insurers, by Roland Berger and Efma

How to boost bank branches in a Multichannel world?, by BCG and Efma

Insurance Distribution

Caspar van HaaftenBancassurance & Partnerships DirectorAvivaFrance

Keynote speakers

Brett KingCEO & FounderMovenUSA

Digital Banking

Branch Banking

Mark CulletonHead of Channel AdoptionAIBIreland

Digital Banking

Cristina de VilleneuveGlobal Head of Hello Bank!Hello Bank! – BNP ParibasFrance

Branch Banking

Maurício Machado de MinasExecutive Director, CIO & Chief Channels OfficerBanco BradescoBrazil

Digital Banking

Neil HiltzHead of Financial Services Global Vertical MarketingFacebookUSA

You can tailor this event to suit your interests: you can attend for one, two or all three days and on each day, you can choose the conference you prefer. There will be presentations from over 90 banks, insurance companies and businesses. Delegates will have ample opportunity to take part in discussions and also to network with their peers.

The aim of the Efma Distribution Summit is:

to keep you informed through news and expert views

to enable you to debate and discuss issues with people who face similar challenges

to share with you ideas that could transform the effectiveness of your distribution channels

Tailor-made for you!

Jamie McPheeCEOME BankAustralia

Branch Banking

3 DAYS4 CONFERENCES

OVERVIEW

Scan this QR Code on your phone and access events regular updates.

Efma is again staging a special ‘Distribution Summit’: three days of stimulating, challenging and informative presentations and discussions. Last year’s launch event welcomed over 200 delegates from five continents and more than 40 countries and, representing a mixture of interests in branch, mobile, online and social media.

This year’s summit focuses on the specific issues, challenges and opportunities posed by distribution channels. It will also explore the potential for integration and co-operation between the channels as financial institutions move towards a more ‘omnichannel’ approach, designed to enable customers to use the channels they prefer, moving seamlessly between them without any change in the quality of service.

DISTRIBUTION SUMMITPhysical and digital convergence

4 conferences over 3 packed days

BRANCH BANKING

Key questions

Reinventing the branch: how can the branch become a more powerful, yet cost-effective channel that meets the changing needs of modern customers?

Digitisation: how can the branch operating model be transformed through digitisation and self-service?

Branch employees: should banks be changing tellers into sellers? How will the role of the relationship manager evolve in the future?

INSURANCE DISTRIBUTION

Key questions

Multidistribution models: what are the key advantages of a multidistribution model and what are the specific channels and levers that will help insurance companies to grow in the future?

Innovation: what are the latest developments in incremental and disruptive innovation? How can innovative solutions be developed without creating conflict between channels?

Customer satisfaction: how can new technologies be used to enhance the customer experience? What is the role of loyalty programmes?

DIGITAL BANKING & SOCIAL MEDIA

Key questions

Mobile: how can banks take advantage of the latest developments in mobile banking (e.g. pps, digital wallets, geolocation and voice recognition)? Is mobile an effective sales channel?

Social media: how can social networks be used to engage customers and offer 24/7 support? How can mobile and social media be integrated into the retail banking environment? Can Facebook and Twitter be used for sales and transactions?

Other digital channels: how can online sales be improved? How can digitisation transform the branch experience?

E-COMMERCE

Key questions

Building for the future: how is the global digital commerce eco-system developing and how can your bank achieve growth through e-commerce?

e-commerce is more than e-payments: how can banks define their role in the value chain?

The importance of ‘big data’: how can your bank collect and use information more intelligently to enable it to emerge as one of the winners in e-commerce?

SCHEDULE

TUESDAY 18 MARCH 2014

8.15 Welcome coffee and registration

9.00 Mark Culleton Head of Channel Adoption AIB Ireland

Maurício Machado de Minas Executive Director, CIO & Chief Channels Officer Banco Bradesco Brazil

Caspar van Haaften Bancassurance & Partnership Director Aviva France

Question & answers

10.30 Break

11.00 Cristina de Villeneuve Global Head of Hello Bank! Hello Bank! France

Neil Hiltz Head of Financial Services, Global Vertical Marketing Facebook USA

Brett King CEO & Founder, Author, Speaker, Radio Host Moven USA

Question & answers

Panel discussion with Hello Bank!, Moven and Banco Bradesco

13.15 Lunch

STATEN ROOMBALLROOM B&CBALLROOM A

Insurance DistributionBranch Banking Digital Banking & Social Media

14.30 József NyíriMisys Digital Channels

Robert TeagleStarbucks

Aleksandra BuczkowskamBank – BRE Bank

Question & answers

16.45 Alex Twigg UBank

Merav Spektorovsky-Sasson Bank Hapoalim

Pedro Mira Vaz Banco Espírito Santo

Question & answers

14.30 World Insurance Report 2014 Capgemini-Efma

Manuel Leiria Açoreana Seguros

Reinhardt Schink Allianz

Question & answers

16.45 Gilles Normand Covéa

Eveline van Baar-Verwijmeren & Jasper van Erp Avéro Achmea

Rui Ramos Gonçalves Fidelidade - Companhia de Seguro

Question & answers

14.30 Raymond DavisUmpqua Bank

Tsvetanka MintchevaUniCredit Bulbank

Kim Gibson-Van der Walt First National Bank

Question & answers

16.15 Break

16.45 José PalaciosBBVA

Jean-Werner de T’Serclaes & Peter Adams BCG

Shaker ZainalMashreq Bank

Question & answers

18.30 End of day one

BALLROOM A&B&C

Plenary Session

Chairman: Philippe Van Fraechem

Chairman: Jean-Luc Méry Chairman: Ph. Van Fraechem Chairman: Alain Enault

Chairman: Mark Holtom Chairman: Jean-Luc Méry Chairman: Alain Enault

WEDNESDAY 19 MARCH 2014

STATEN ROOMBALLROOM B&C


8.45 David Hamilton Barclays Bank

Sandy ChenStandard Chartered Bank

Maurício Machado de MinasBanco Bradesco

Question & answers

10.30 Break

11.00 Rodrigo Kuri SalasSantander

Stefaan Van der Vekens KBC

Paul DildaBank of Montreal

Question & answers

12.45 Lunch

14.00 Sarvesh SarupAbu Dhabi Islamic Bank

Marco PinaCredit Suisse

Claudia DaffunchioIntesa Sanpaolo

Question & answers

15.45 Break

16.15 Jamie McPheeME Bank

Philippe GohaudSBE – BPCE

Murat ElkayaAktif Bank

Question & answers

18.00 End of day two

8.45 Isabella Frey Erste Bank

Paolo Barbesino UniCredit Bank

Jay de GrootScience Rockstars

Question & answers

11.00 Carolina Hernandez Coderche-La Caixa

Aref Al Ramli Mashreq Bank

Deniz Güven Garanti Bank

Question & answers

14.00 Bjørn Bøje Jensen Nykredit Direkte

Katarzyna Rybicka Alior Bank

Amir Inditzky Discount Bank

Question & answers

16.15 Marta Feltrin BNL – BNP Paribas

Ross Surace Barclays Bank

Makoto Shibata Bank of Tokyo

Question & answers

8.45 Aggregators & insurers Roland Berger-Efma

Josep CelayaMapfre

Augustin LemanLeLynx.fr

Question & answers

11.00 Alain Hade Desjardins Insurance

Ibón Urgoiti Urioste Laboral Kutxa

Nathalie Bois-Monier Crédit Agricole Assurances

Question & answers

14.00 Jan Hendrik van Dalen Aegon

Tsukasa Makino TMNF Insurance

Sebastian Herfurth Friendsurance

Question & answers

16.15 Delphine Asseraf Allianz

World Insurance Report 2014 Capgemini-Efma

Roberto Salas Romero Liberty International

Question & answers

Insurance Distribution

BALLROOM A

Branch Banking Digital Banking & Social Media

Chairman: Jean-Luc Méry Chairman: Mark Holtom

Chairman: Mark Holtom

Chairman: Ph. Van Fraechem

Chairman: Alain Enault

Chairman: Jean-Luc Méry



Chairman: Mark Holtom Chairman: Alain Enault



THURSDAY 20 MARCH 2014

www.efma.com/distribution


STATEN ROOMBALLROOM B&CBALLROOM A

e-CommerceBranch Banking Digital Banking & Social Media

Chairman: Jaspar Roos Chairman: Mark Holtom

8.30 Stefano Favale Intesa Sanpaolo

Michael Dooijes Rabobank

Panel with Alior Bank, Intesa Sanpaolo, Rabobank

Question & answers

10.45 Michaela Verstraeten Merchant Risk Council

Jay de Groot Science Rockstars

Francesco Bottigliero Brunello Cucinelli

Question & answers

13.45 Case studies presentation Merchant Risk Council

Amir Inditzky Discount Bank

Jaspar Roos Future Ideas EU

Question & answers

16.00 RE-bankingAccenture-Efma

Sirpa Nordlund Mobey Forum

Round table discussion

Chairman: Jaspar Roos



8.30 Gamification Misys Digital Channels-Efma

Maarten Molenaar Rabobank

Bilgen Aldan Akbank

Question & answers

10.45 Fawad Durrani MCB Bank

Gürhan ÇamDenizBank

Conor McCarthy AIB

Question & answers

13.45 Woo Kyung Chang Hana Financial

Michal PanowiczmBank – BRE Bank

Round table discussion

Question & answers

16.00 Javier Marín TrujilloBanco Sabadell

Ernst Joranger Nordea Bank

Question & answers





8.30 Nicholas W. LazaresAdmirals Bank

Nil TürkyılmazAkbank

Jean-Remy MartinezSygma Bank

Question & answers

10.15 Break

10.45 Katarzyna RybickaAlior Bank

Eric MackorABN AMRO Bank

Krystian SeteraING Bank Slaski

Question & answers

12.30 Lunch

13.45 Bernard PouyGroupama Banque

Jörg BrucheasyCredit

Fabienne Amblard-LarolphieCrédit Foncier

Question & answers

15.30 Break

16.00 Mine ErdinçIsbank

Marcin MorawskiGetin Bank

Diego SerraProsegur

Question & answers

17.45 End of the Distribution Summit





www.efma.com/ecommerce

THURSDAY 20 MARCH 2014STATEN ROOM: E-COMMERCE

MORNING

AFTERNOON

Stefano Favale Head of Payments & Liquidity, Marketing SMEIntesa Sanpaolo Italy – Video conference

Digital commerce and SMEs: growth opportunity or mandatory setup?

Michael Dooijes Executive Director, Head of Strategy & Innovation Rabobank Netherlands

e-Commerce is more than e-payments at Rabobank: a roadmap in response to the disruption in finance

PANEL DISCUSSION with Alior Bank, Intesa Sanpaolo, Mobey Forum, Rabobank

Michaela Verstraeten Member of the European Advisory Board Merchant Risk Council Spain

Merchants can be good at risk management: let’s work together

Jay de Groot CEO & Co-Founder Science Rockstars Netherlands

Persuasion profiling, part of the next step in digital personalisation: retail commerce case studies

Francesco Bottigliero Chief Digital Officer Brunello Cucinelli Italy

e-Commerce and physical shops in fashion industry: inspiration for the banking industry?

Global e-commerce is rapidly becoming one of the strongest activities in the retail banking environment, with an annual increase in sales of 13% over the past five years. However, the role of banks does not have to be limited to payments and can be increased through loyalty, personalisation and big data expertise. This growth in e-commerce represents a great opportunity for those banks that are able to build more personal relationships with customers and closer partnerships with retailers.

As part of its three-day Distribution Summit, Efma is delighted to introduce a special one-day conference on ‘e-Commerce’.

Key questions

Building for the future: how is the global digital commerce eco-system developing and how can your bank achieve growth through e-commerce?

e-commerce is more than e-payments : how can banks define their role in the value chain?

The importance of ‘big data’: how can your bank collect and use information more intelligently to enable it to emerge as one of the winners in e-commerce?

The rise of e-commerce in retail banks

CASE STUDIES PRESENTATION with Michaela Verstraeten Merchant Risk Council

Case 1 - Nike: developing a new regional e-commerce businessCase 2 - Luxury brand houses: the need for another perspective

Amir Inditzky Head of e-CommerceDiscount Bank Israel

The bank’s main e-commerce funnel asset: the customer base

Jaspar Roos Chief Inspiration Officer Future Ideas EU Netherlands

Finding new business and distribution models

STUDY PRESENTATION with Gianmaria Trapassi Senior Manager Accenture

RE-banking: insights for banks from the REtailing sector

Sirpa Nordlund CEO Mobey Forum Finland

Seamlessly mobile: shopping instead of just paying

ROUND TABLE DISCUSSION: how is the global digital commerce eco-system developing and how can your bank achieve growth through e-commerce? can your bank achie


The future of branch banking is clouded with uncertainty. In some countries, the branch is still at the heart of the distribution model, whereas in others, it is no longer the principal delivery channel. To ensure their future in retail banking, branches must adapt to meet new needs. These include the need to play an integral role in a multichannel or omnichannel strategy, in order to meet increasing customer demands for ‘anywhere, anytime’ banking.

This could involve a change in the format and size of individual branches. It could also mean the increasing digitisation of

branches, with more self-service capabilities. Ultimately, the customer experience in the branch needs to be more memorable, convenient, easy and quick.

As part of its three-day Distribution Summit, Efma is delighted to introduce a special conference on ‘Branch Banking’. A range of experienced international speakers will explore new opportunities for strengthening the branch network so that it becomes more versatile, attractive and productive, rather than just meeting the needs of low-value customers.

Reinventing the branch: how can the branch become a more powerful but cost-effective channel that meets the changing needs of modern customers?

Digitisation: how can the branch operating model be transformed through digitisation and self-service?

Branch employees: should banks be changing tellers into sellers? How will the role of the relationship manager change in the future?

Key questions

Innovation: the role of labs in testing new bank branch technologies and services

The potential for multisensory branches

Developing new opportunities by working with partners

Branches in retail stores

The use of finger vein biometrics for customer authentication

The multibranch concept

Hot topics

www.efma.com/branch

BALLROOM A: BRANCH BANKING EFMA DISTRIBUTION SUMMIT

The future of branch banking Adapting the branch to meet changing customer behaviour

Debate with major industry players, including:

Mark Culleton Head of Channel Adoption AIB Ireland Raymond Davis CEO Umpqua Bank USA Nicholas W. Lazares CEO Admirals Bank USA

M. Machado de Minas Executive Director Banco Bradesco Brazil Jamie McPhee CEO ME Bank Australia

www.efma.com/branch

BALLROOM A

MORNING

AFTERNOON


Reinventing the branch

Raymond Davis CEO Umpqua Bank USA – Video conference

Leading through uncertainty: creating opportunity in any environment

Tsvetanka Mintcheva Head of Retail Banking Division UniCredit Bulbank Bulgaria

The new customer journey at the branch of the future

Kim Gibson-Van der Walt Head of dotFNB Franchise First National Bank South Africa

dotFNB: the future of banking

Future branch service model

José Palacios Director of Branch Channel & ATM BBVA Spain

Branch of the future and changing relationship management commercial processes

STUDY PRESENTATION

Jean-Werner de T’Serclaes Partner & Managing Director& Peter Adams Partners & Managing Director BCG

How to boost bank branches in a multichannel world?

Shaker Zainal Regional Head of Distribution Mashreq Bank UAE

Future branch service model

PLENARY SESSION

Mark Culleton Head of Channel Adoption AIB Ireland

Delivering an innovative customer experience through a digital store

Maurício Machado de Minas Executive Director Banco Bradesco Brazil

How omnichannel is changing sales and services models to improve the customer experience

Caspar van Haaften Bancassurance & Partnership DirectorAviva France

The advantages of the multimodel in insurance

Cristina de Villeneuve Global Head of Hello Bank!Hello Bank! – BNP Paribas France

Focus on the financial life of consumers in a digital world: why Hello Bank! and why now?

Neil Hiltz Head of Financial Services, Global Vertical MarketingFacebook USA

Banking on a connected world: leverage this channel to help attract new customers, while solidifying your existing base

Brett King CEO & Founder Moven USA

BREAKING BANK$: looking for revenue and risk in all the wrong places

PANEL DISCUSSION: Why is it so complex to reinvent banking? How disruptive are alternative models?

with Hello Bank!, Moven and Banco Bradesco

WEDNESDAY 19 MARCH 2014www.efma.com/branch

BALLROOM A

MORNING

AFTERNOON


Competitive differentiation

Sarvesh Sarup Global Head of Retail Banking Abu Dhabi Islamic Bank UAE

Relationship-based distribution

Marco Pina Head of Branch Strategy & Branch ExcellenceCredit Suisse Switzerland

The branch excellence programme: sensory branch experience @Credit Suisse

Claudia Daffunchio Head of Branch & ATM Channel DevelopmentIntesa Sanpaolo Italy

The evaluation of the branch network in Intesa Sanpaolo

Taking the branch to the customer

Jamie McPhee CEOME Bank Australia

ME Bank’s unique relationship with industry pension funds has enabled it to create a banking niche

Philippe Gohaud Président du DirectoireSBE – BPCE France

SBE: 25 years of unconventional banking

Murat Elkaya Head of Aktif NoktaAktif Bank Turkey

Aktif Nokta: creation of a new channel within traditional retail stores

Digital branches

David Hamilton Head of Frontline Help OperationsBarclays Bank United Kingdom

Barclays digital workplace

Sandy Chen Head of Consumer Banking OperationsStandard Chartered Bank Taiwan

Digitalisation of banking processes: revamping the branch banking operating model


Bradesco Next: a new type of branch where technology is harnessed to meet customer needs

Reformatting the branch

Rodrigo Kuri Salas Managing Director, Business Development Santander Spain

Reshaping the distribution model in the Spanish market

Stefaan Van der Vekens Senior AdvisorKBC Belgium

The ‘Bamboo’ concept: this is not a branch!

Paul Dilda Head of North American Branch ChannelBank of Montreal Canada

BMO’s studio branch concept as part of a multiformat branch strategy

www.efma.com/branch

BALLROOM A

MORNING

AFTERNOON


THURSDAY 20 MARCH 2014

Enhancing the in-branch experience

Bernard Pouy CEO Groupama Banque France

Groupama Banque: combining the services of an online bank and local branches

Jörg Bruch Head of the Office of the Board of Managing DirectorseasyCredit Germany

Customer centricity in an omnichannel approach

Fabienne Amblard-Larolphie Marketing DirectorCrédit Foncier France

The branch at the heart of a B to B to C distribution model

Dealing with cash transactions

Mine Erdinç Assistant ManagerIsbank Turkey

‘Biyokimlik’ finger vein technology used in Bankamatiks (ATMs)

Marcin Morawski Office Director Getin Bank Poland

‘Finger vein biometrics’ as a new approach to customer authentication

Diego Serra Director of Projects OfficeProsegur Spain

The multibranch concept

Maximising sales force effectiveness

Nicholas W. Lazares Chairman of the Board & CEO Admirals Bank USA

Bespoke banking: tailored to the financial needs of the 21st century customer

Nil Türkyılmaz VP at Consumer Banking Sales Management Akbank Turkey

Transforming sales performance at the branch: from traditional teller to motivated seller

Jean-Remy Martinez Marketing DirectorSygma Bank Poland

Physical contact points: key element of the customer strategy for successful sales transformation of consumer loans

Lean cost structure model

Katarzyna Rybicka Strategic Project Department DirectorAlior Bank Poland

Alior bank express

Eric Mackor Head of Channel DevelopmentABN AMRO Bank Netherlands

The next big thing in multichannel: remote advice experience

Krystian Setera Director Retail Network DepartmentING Bank Śląski Poland

The branch challenge

Online and mobile channels are gathering momentum and pose a tremendous challenge for retail banks. Unless they rise to this challenge and become more agile and responsive, they could become increasingly less relevant to many customers. Amongst more progressive banks, the race to develop the best services has already begun.

Digitisation is now a necessity. Customers expect to receive a more responsive and seamless service across all channels. If banks fail to exploit the opportunities offered by digital channels, they risk losing out to new entrants with fewer inhibitions.

As part of its three-day Distribution Summit, Efma is delighted to introduce a special conference on ‘Digital Banking and Social Media’. A range of industry experts will explain the exciting new possibilities presented by digitisation. The conference also includes round table discussions on the new challenges facing banks. Join us to explore the best ways to engage and communicate with customers across all channels, both now and in the future.

Mobile: how can banks take advantage of the latest developments in mobile banking (e.g. pps, digital wallets, geolocation and voice recognition)? Is mobile an effective sales channel?

Social media: how can social networks be used to engage customers and offer 24/7 support? How can mobile

and social media be integrated into the retail banking environment? Can Facebook and Twitter be used for sales and transactions?

Other digital channels: how can online sales be improved? How can digitisation transform the branch experience?

Key questions

www.efma.com/digital

BALLROOM B&C: DIGITAL BANKING & SOCIAL MEDIA EFMA DISTRIBUTION SUMMIT

Self-service and authentication developments

The simplification of online banking processes

Digital personalisation

Remote personal advisors

Using gamification to enhance the customer experience

Online fraud prevention

Hot topics

The digitisation of retail bankingDecision time: move forward or stagnate

Debate with major industry players, including:

Brett King CEO & Founder Moven USA Cristina de Villeneuve Global Head Hello Bank! France Neil Hiltz Head of Financial Services Facebook USA

Michal Panowicz Managing Director mBank – BRE Bank Poland Robert Teagle EMEA IT Director Starbucks Alex Twigg General Manager UBank Australia


TUESDAY 18 MARCH 2014www.efma.com/digital

BALLROOM B&C

MORNING

AFTERNOON

József Nyíri Director of Innovation – Misys LabsMisys Digital Channels UK

Banking now: engaging the digital customer

Robert Teagle EMEA IT DirectorStarbucks Netherlands

The Starbucks experience: enhancing and strengthening customer connections across channels

Aleksandra Buczkowska CRM Director mBank – BRE Bank Poland

mBank: digitisation of sales and advice

Alex Twigg General Manager UBank – NAB Group Australia

UBank, the power of ‘Good Different’: UBank’s culture, constant innovation and agility for rapid growth

Merav Spektorovsky-Sasson Head of Direct Banking Bank Hapoalim Israel

Creating customer intimacy in a digital world

Pedro Mira Vaz Head of Direct Channels Banco Espírito Santo Portugal

Remote multichannel signature: how to use direct channels authentication to close a remote deal

PLENARY SESSION








Focus on the financial life of consumers in a digital world: why Hello bank! and why now



Brett King CEO & FounderMoven USA




WEDNESDAY 19 MARCH 2014www.efma.com/digital

BALLROOM B&C

MORNING

AFTERNOON

Bjørn Bøje Jensen Managing DirectorNykredit Direkte Denmark

Remote personal advisors: bridging branch and digital platforms to achieve omnichannel intimacy

Katarzyna Rybicka Strategic Project Department DirectorAlior Bank Poland

Are mobile and internet banking enough? Embracing the e-commerce opportunity

Amir Inditzky Head of eCommerce Discount Bank Israel

‘People who bought this loan also bought this insurance policy’: a new way of engaging customers by copying the best retailers

Marta Feltrin Head of Digital Sales BNL – BNP Paribas Italy

BNL online account opening: rapid, paperless process

Ross Surace Director, P3 Delivery & Colleague CollaborationBarclays Bank United Kingdom – Video Conference

Putting our customers at the centre through making lives easier for the colleague

Makoto Shibata Principal Analyst, eBusiness & IT Initiatives Division Bank of Tokyo-Mitsubishi UFJ Japan

Japan’s next mobile banking steps: geolocation, voice recognition, new alliances

Isabella Frey Innovation Strategist Erste Bank Austria

QuickCheck: a pioneer’s story or the least you can do about user experience and usability

Paolo Barbesino First VP, Internet & Mobile Banking, CEEUniCredit Bank Austria

Simplification, simplification: inspiration from other industries in redesigning the entire online banking system around PFM

Jay de Groot CEO & co-FounderScience Rockstars Netherlands

Persuasion profiling, part of the next step in digital personalisation: Booking.com case study

Carolina Hernandez Coderch e-banking Sales Managere-laCaixa Spain

The Starbucks experience: enhancing and strengthening customer connections across channels

Aref Al Ramli VP, Head of Electronic Banking & Innovation Mashreq Bank UAE

Geolocation and mobile banking: bringing products and services to customers at the right time and place

Deniz Güven SVP, Digital Channels Garanti Bank Turkey

iGaranti, emotional interaction with customers: atomising the bank in a series of apps


THURSDAY 20 MARCH 2014www.efma.com/digital

BALLROOM B&C

MORNING

AFTERNOON


STUDY PRESENTATION

Tamás Braun Sales SpecialistMisys Digital Channels Germany

Gamification for an engaging banking experience: results and case studies from Misys Digital Channels–Efma joint research white paper

Maarten Molenaar Project Manager Gamification Hub, User Experience Center Rabobank Netherlands

Bank and play? Championing gamification in a financial institution

Bilgen Aldan Direct Banking Channel Management & Marketing VP Akbank Turkey

Being ‘directly social and mobile’: next e-intimacy steps

Fawad Durrani Vice President - Self Service Channels MCB Bank Pakistan

Socially connected products, channels and solutions leading to behaviour change

Gürhan Çam Digital Generation Banking Senior Vice President DenizBank Turkey

Twitter loan: Twitter transformed into a sales channel

Conor McCarthy Head of Consumer Channel OptimisationAIB Ireland

Social media, putting customers first: how AIB is using social media to help engage customers

Woo Kyung Chang Global Strategy Senior Manager of Future Banking Support DepartmentHana Financial Korea

Mobile, the new language for sales effectiveness

Michał Panowicz Managing Director, Marketing & Biz Dev mBank – BRE Bank Poland

mBank: rich customer interactions via digital channels as a branch replacement

ROUND TABLE DISCUSSION: Best practices and implementation challengesInformal round table discussions to allow delegates to explore some of the key topics raised during the 3 days of the Distribution Summit. The aim is to facilitate ROUND TABLE DISCUSSION: a structured sharing of ideas on ways of meeting the practical implementation challenges.

Javier Marín Trujillo Digital Services Strategy Manager Banco Sabadell Spain

Sabadell ‘Open Apps’ platform for innovative new features such as Google glass

Ernst Joranger Head of Authentication & Online Fraud Prevention Nordea Bank Denmark

Online fraud prevention: business-driven not IT-driven

STUDY PRESENTATIONS

Hear new research findings backed up by case studies on how to implement critical change & innovation in your own organisation:

- The World Insurance Report 2014, by Capgemini and Efma- Aggregators and traditional insurers, by Roland Berger and Efma

www.efma.com/insurance

STATEN ROOM : INSURANCE DISTRIBUTION EFMA DISTRIBUTION SUMMIT


Like many other areas within the financial services sector, the insurance industry is having to evolve in response to changing customer behaviour and the increasing digitisation of many processes. However, this evolution is sometimes painfully slow. There is a pressing need for insurers to continue to develop seamless and versatile multidistribution models.

At the same time, any new model must also have the needs of the customer as its central focus. New technologies offer exciting new opportunities for meeting customer needs and

enhancing the customer experience. They can also help to strengthen the capabilities of more traditional channels, such as agents and brokers.

As part of its three-day Distribution Summit, Efma is delighted to introduce a two-day conference on ‘Insurance Distribution’.

A range of experienced international speakers will look at different tools and strategies that could help to increase the productivity and profitability of insurers in the future.

Multidistribution models: What are the key advantages of a multidistribution model and what are the specific channels and levers that will help insurance companies to grow in the future?

Innovation: What are the latest developments in incremental and disruptive innovation? How can innovative solutions be developed without creating conflict within the channels?

Customer satisfaction: How can new technologies be used to enhance the customer experience? What is the role of loyalty programmes?

Key questions

The role of the aggregator: threat or partner?

The impact of digital channels, such as mobile and social media

The role of more traditional channels: bancassurance, agents and brokers

New insurance value propositions for families

Hot topics

The changing face of distribution models in insuranceNew approaches, new strategies and new trends

STATEN ROOM


MORNING

AFTERNOON

www.efma.com/insurance

AFTERNOON


STUDY PRESENTATION

Jan Verlinden Principal Consultant, Insurance Leader BelgiumCapgemini Global Financial Services

World Insurance Report 2014 – The customer experience reality check: where do insurers stand?

Manuel Leiria Marketing Director Açoreana Seguros Portugal

Insurance Client Management – a new approach

Reinhardt Schink Head of Market Analysis & StrategyAllianz Germany

Satisfied customers through loyalty programmes

Gilles Normand Chief ExecutiveCovéa United Kingdom

Is insurance distribution in the UK a role model for other markets?

Eveline van Baar-Verwijmeren & Jasper van Erp Commercial Managers Avéro Achmea Netherlands

Vision on distribution in 2020 and building sustainable broker business

Rui Ramos Gonçalves Marketing Channel Development DirectorFidelidade-Companhia de Seguros Portugal

Distribution trends: the Fidelidade’s experience

PLENARY SESSION








Focus on the financial life of consumers in a digital world: why Hello bank! and why now



Brett King CEO & FounderMoven USA





STATEN ROOM

www.efma.com/insuranceWEDNESDAY 19 MARCH 2014

Jan Hendrik van Dalen Senior Manager Strategy & InnovationAegon Netherlands

Innovation at Aegon Netherlands: best practices and learnings

Tsukasa Makino Manager, Corporate & IT Planning Department Tokio Marine & Nichido Fire Insurance Japan

Disruptive innovation: innovative insurance products and services using latest technologies

Sebastian Herfurth Managing Director & Co-FounderFriendsurance Germany

Friendsurance’s business model: an innovative tool for insurance companies

Delphine Asseraf Head of Digital Allianz France

Insurance, the next business to be transformed by digital

STUDY PRESENTATION

Jan Verlinden Principal Consultant, Insurance Leader BelgiumCapgemini Global Financial Services

Turning a digital presence into a differentiating customer experience. Voices from the World Insurance Report 2014

Roberto Salas Romero Executive VP & COO European RegionLiberty International Spain

Liberty insurance Europe: from multiple channels to multiple access


MORNING

AFTERNOON


STUDY PRESENTATION

Mathieu Sébastien PartnerRoland Berger Strategy Consultants

European insurers’ strategy towards aggregators

Josep Celaya Deputy Director – Global Direct Insurance Mapfre Spain

Price comparison sites from Mapfre’s point of view: a global insurer

Augustin Leman Director of Sales LeLynx.fr France

Aggregators: partner rather than supplier

Alain Hade SVP, Business Development, Sales & Customer Service Desjardins Insurance Canada

From a regional player to a nationwide insurer: multidistribution as the starting point: focusing on multidistribution growth

Ibón Urgoiti Urioste Private Banking Director　Laboral Kutxa Spain

Absorbing the insurance subsidiary’s branch network and migrating to a true bank insurance model

Nathalie Bois-Monier Head of International Marketing & Distribution Crédit Agricole Assurances France

Potential pitfalls and benefits in bancassurance

ATTENDEE’S INFORMATION

Mrs. Ms Mr. / First name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Last name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Job title . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Institution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . VAT ID number (if applicable) _ _ _ _ _ _ _ _ _ _ _

Address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Tel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Assistant’s information (or person in charge of the registration)

First name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Last name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Tel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

PRACTICAL INFORMATION

DATES The conference will begin with a welcome coffee on Tuesday 18 March 2014 at 8.15 a.m. and will end on Wednesday 19 March 2014 around 6.00 p.m.

LOCATION Hilton Amsterdam hotel Apollolaan 138 1077 BG Amsterdam, Netherlands Tel: +31 20 71 06 000 Fax: +31 20 71 06 080

LANGUAGEAll sessions will be held in English.

ACCOMMODATION Each participant must pay the cost of his or her accommodation directly to the hotel before departure. Rooms have been provisionally reserved for the nights of Monday 17, Tuesday

18 and Wednesday 19 March 2014 at the Hilton Amsterdam hotel. The cost of a single or double room per night is 210 euros (excluding breakfast (27 euros) and 5.5% city tax).An automatic confirmation will be sent by email within 24 hours after your registration. In this email you will find a link to book your accommodation online. The hotel guarantees room availability and price until Monday 3 March 2014. The hotel will automatically bill unoccupied rooms or late cancellations. If you look for more affordable accommodation, we suggest the following hotels: - Hotel Apollofirst 4*- Hampshire Classic 4*- Hampshire Hotel Beethoven 3*

REGISTRATION The registration fee covers participation in the conference, documents, lunches and coffee breaks. Registration fees must be paid

in full prior to the event. Efma reserves the right to refuse entry to any delegate who has not paid his or her invoice prior to the event. We welcome late-bookers, but credit card information must be provided.

CANCELLATION All cancellations must be received in writing. A 20% cancellation fee will be charged for all cancellations received on or before Tuesday 4 March 2014. The full fee will be charged for cancellations made after that date, as well as to delegates who are unable to attend on the day, unless a substitute delegate is provided. Substitutions are accepted at any time.

INSURANCE DISTRIBUTION 18–19 March 2014 Amsterdam

REGISTRATION FORM

PAYMENT

By bank transfer to Efma Sarl bank account IBAN: FR 76 3000 7999 9904 2252 7800 001BIC: NATXFRPPXXX Natixis, FE3: Unité 3B/747 BP 4, F- 75060 Paris Cedex 2

By credit card: MasterCard Visa American Express

Card n°

Expiry date

DATE SIGNATURE

Scan me and register online now

e1,600 (VAT excluded) for Efma Members. e1,800 (VAT excluded) for Efma Business Partners e2,400(VAT excluded) for non-member institutions.

REGISTRATION FEE

All registrations are strictly individual.

If you are interested but you cannot attend the conference, ask for the event’s sessions summary at [email protected]

€ 400 (+VAT 20% if applicable) for Efma Members € 600 (+VAT 20% if applicable) for non members

If you are interested but you cannot attend the conference, ask for the event’s sessions summary at [email protected]

€ 400 (+VAT 20% if applicable) for Efma Members € 600 (+VAT 20% if applicable) for non members

ATTENDEE’S INFORMATION

Mrs. Ms Mr. / First name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Last name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Job title . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Institution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . VAT ID number (if applicable) _ _ _ _ _ _ _ _ _ _ _

Address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Tel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Assistant’s information (or person in charge of the registration)

First name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Last name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Tel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

PRACTICAL INFORMATION

DATESThe Distribution Summit will begin with a welcome coffee on Tuesday 18 March 2014 at 8.15 a.m. and will end on Thursday 20 March 2014 around 6.00 p.m.

LOCATION Hilton Amsterdam hotelApollolaan 1381077 BG Amsterdam, NetherlandsTel: +31 20 71 06 000 Fax: +31 20 71 06 080

LANGUAGES All sessions will be held in English.

ACCOMMODATIONEach participant must pay the cost of his or her accommodation directly to the hotel before departure. Rooms have been provisionally

reserved for the nights of Monday 17, Tuesday 18 and Wednesday 19 March 2014 at the Hilton Amsterdam hotel. The cost of a single or double room per night is 210 euros (excluding breakfast (27 euros) and 5.5% city tax).An automatic confirmation will be sent by email within 24 hours after your registration. In this email you will find a link to book your accommodation online. The hotel guarantees room availability and price until Monday 3 March 2014. The hotel will automatically bill unoccupied rooms or late cancellations. If you look for more affordable accommodation, we suggest the following hotels: - Hotel Apollofirst 4*- Hampshire Classic 4*- Hampshire Hotel Beethoven 3*

REGISTRATION The registration fee covers participation in the Distribution Summit, documents, lunches and coffee breaks. Registration fees must be paid in full prior to the event. Efma reserves the right to refuse entry to any delegate who has not paid his or her invoice prior to the event. We welcome late-bookers, but credit card information must be provided.

CANCELLATION All cancellations must be received in writing. A 20% cancellation fee will be charged for all cancellations received on or before Tuesday 4 March 2014. The full fee will be charged for cancellations made after that date, as well as to delegates who are unable to attend on the day, unless a substitute delegate is provided. Substitutions are accepted at any time.

DISTRIBUTION SUMMIT 18–20 March 2014 Amsterdam

REGISTRATION FORM

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PAYMENT

By bank transfer to Efma Sarl bank account IBAN: FR 76 3000 7999 9904 2252 7800 001BIC: NATXFRPPXXX Natixis, FE3: Unité 3B/747 BP 4, F- 75060 Paris Cedex 2

By credit card: MasterCard Visa American Express

Card n°

Expiry date

DATE SIGNATURE

Step 1: Please select your fee Member feeBusiness Partner feeNon-member fee

REGISTRATION FEE

One day € 800 (VAT excluded)

€ 900 (VAT excluded)

€ 1,200 (VAT excluded)

Two days € 1,600 (VAT excluded)



Three days € 2,400 (VAT excluded)



Branch Digital Insurance e-CommerceTuesday 18 March NA Wednesday 19 March NAThursday 20 March NA

Scan me and register online now

Efma l 8 rue Bayen l 75017 Paris l France l Tel: + 33 1 47 42 52 72 l Fax: + 33 1 47 42 56 76 l www.efma.com APE: 8230Z l VAT ID: FR 38 313 062 788 l Efma sarl company with registered capital of EUR 15,000 l RC Paris 313 062 788In accordance with Article 27 of the law on the processing of personal data of 6.1.78, the information which you are requested to provide is necessary to enable us to process your registration and is intended for Efma’s services. You may access this information and request that it be rectified if necessary.

Step 2: Please specify the conference for which you would like to register:

You can register for 1, 2 or 3 days All registrations are strictly individual

distribution summit - efma · pdf filedistribution summit 3 days ... you can choose the...

Documents