The Banking and Corporate Finance Training Specialist

Digital Banking Readiness

Delivering success in the digital age

This course is presented in London on:

19-21 November 2018

This course can also be presented in-house for your company

or via live on-line webinar

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+44 (0)20 7387 4484

Course Overview

This programme puts into context how technology advancements across the world are shaping the future direction for retail banks

There are major tides of change shaping the future behaviours and requirements of

customers – digital has changed the rules of the game! Industries such as retail are leading the change in the eyes of the customers – this

programme will share some of the technology innovations impacting the lives of customers and therefore needing attention by banks

New distribution channels such as the internet and social media have created a challenging environment for the branch profitability – how do banks respond?

This programme will explain the conflict between traditional branch network banking

and the new electronic channels Mobile technology along with the arrival of the tablet has changed customer behaviour

– banks have to adapt – how should this be done? What impact will digital have on usage/loyalty? The programme will help attendees get a feel for the required balance between the

channels and understand how these new channels can be harnessed for profitable growth and expansion

How do you develop profitable growth from remote channels when you don’t see the customer face to face?

Where do you focus marketing activity in such a diverse distribution environment?

How should marketing change – what are the options to deliver the necessary return on expenditure?

Digital banking – the future for which segments? Where should a bank focus its activity to maximise usage, loyalty and profitability?

What is the impact of mobile money? Is it a game changer? Who are the leaders? -

Why are they successful? Social media – enabled by the power of technology – changing customer behaviour

especially for the younger segments; how can you harness this change for acquisition, improved retention and growth?

This programme will give attendees a sound base of understanding of the changes,

the impacts of digital banking and what it means for customers, staff and performance.

DAY 1

Outline of programme objectives and where attendees will see benefits for improvements in their own bank

Attendees banks challenges and focus for 2018 and beyond – how well are you

equipped to cope with the new challenges Technology innovations – what is happening around the globe? Where is the greatest

impact on banking activity/ behaviours? Learn about innovations in sectors such as retail and technology – what are the key

changes influencing future customer behaviour and interaction/ Current and future market pressures - impacts on profitability/ growth for

shareholders

Where will future growth come from – impact of electronic channels on future profit streams

Sharing of current trends and research findings that are impacting on where banks focus their attention in the future in respect of these new channels

Course Objectives

Course Content

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How to drive revenue in a lower margin environment – what can you do? Where should the focus be with these new channels?

New world for retail banks – regulatory pressures and impacts – key issue/ concern of

“security “ within the electronic channels – how to address the concerns in communication with the customers

What is the likely impact of digitisation on product design, marketing and profitability Competition today and in the future – how to identify and respond,

who are the future competitors – how might the digital world create a new competitive climate

What should the focus be to tackle the competition?

Who do your on-line customers see as attractive competitors for their business? What exactly is e-commerce – in the world of banking as well as other sectors – what

does it mean How is the customers view of technology shaped by other day to day changes outside

of banking

Customers view – generational challenges. Cost implications and alternatives How to understand the customer’s requirements

How to respond to different challenges from different generations profitable Is the approach to “selling” the same in a digital world

Day 2

The revenue challenges presented by customers dealing with the bank remotely? What are the key revenue drivers and how you can influence them? How do they

change in a digitally driven world

The balance between the traditional and the technology approach – how to ensure success

What changes are occurring globally within retail banks to ensure these new channels are value adding for bank and customers

Branches – what is changing around the globe – trends for the future –integration of

calls, clicks and bricks - see current trends and changes being developed due to digitalisation

Multi-Channel or Omni-Channel integration benefits – what does it mean – what is needed to meet revenue targets and customer demands

The impact of social media. Increasingly customers share knowledge/ thoughts/

feelings about brand s through social media – are you aware of what is being said about your bank?

What can you learn from the market leaders to deliver what customers want Social media – “the power of one” -will the likes of Facebook/ twitter influence the way customers interact with banks

Marketing impact – where to focus spend – one of the current major dilemmas – how do you measure ROI in this diverse digital world?

DAY 3 Impact on structures – how to maximise the required focus?

If new channels reduce the branch foot print and customer relationship with the bank

is changing what does it mean for organisational structures What is the impact on people-recruitment/ training/ rewards across the retail bank in

digital focused world?

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How do you find the right people to deal with customers in this “new electronic

world”? What skills are required? Measuring success – how might it be viewed in the digital future? Productivity in this electronic age – can it increase and be delivered at lower cost?

Delivering a high performance business – how do the leading players achieve success with this drive to digital?

What can be learnt from the best in non-bank sectors that might be transferable Summary and action points

This programme is not about theory – it is about the real world confronting retail banks

today. It is led by one of the foremost experts in the field of retail banking bringing global real life examples and experiences for future improvements in your bank

The desire is to be able to take away actionable points that will add value in the business going forward

The trainer is one of the leading specialists in the world of retail financial services. He has extensive experience at all levels of retail banking as well as expertise in international

markets, having managed international businesses and client projects in markets including Europe, Middle East, Africa, India/Pakistan, Asia and Australia.

He has extensive unrivalled experience of working directly with retail banks in many parts of the world (Middle East, SE Asia, throughout Africa, Australia, India/Pakistan and

Europe). He managed the retail bank Abbey National in the UK (800 branches/ 15+ million customers/ 15k staff). The trainer was a leading marketer and innovator. He

managed branches, e-channels and telephone distribution as Sales Director. The trainer has published work showing how retail banks can improve frontline performance. At Abbey National, he worked as Marketing Director, Sales Director, Transformation

Director, and finally as Managing Director. International recognition was gained through the innovative introduction of a branch franchise model, as well as Costa Coffee, a widely

acclaimed and successful distribution innovation The trainer runs his own training and consultancy businesses assisting banks successfully

improve performance and is focused on the challenges the new digital channels provide for banks. He has successfully delivered training programmes globally for a number of

years with major training brands. He is a senior advisor to Efma – the leading global trade association for retail banks – which gives him unrivalled access to global industry insights

Background of the trainer

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In a world where technology is rapidly evolving, customers now expect a personalised service, anytime, anyplace, anywhere. In the world of retail banking where branches and face to face contact has been the norm for years, the impact is huge. The future of

expensive branch networks are now under severe scrutiny as technology is enabling customers to deal conveniently with their bank “at a distance”. The drive to digital is

changing the way customers interact with banks making it very challenging. How should banks adapt? Is your bank ready to cope with the diverse challenges the

industry is facing? Banks have enjoyed long term relationships with customer s for years frequently reinforced by face to face contact. Mobile, in particular, is changing the

balance of channel use and customer preference. However, technology advancements are not unique to banking they exist across all industries, across all continents and across all age groups and all social strata. What, if anything, can banks learn from other industries

that will assist their future performance?

How do banks develop revenue streams from these new channels? How do they balance the demands of different customer groups? What is the role of digital banking in customer acquisition, growth and retention?

If customer experience is essential for successful differentiation what role will digital

banking play in helping it to be delivered? The world is seeing unparalleled increases in computing power, storage capacity and

bandwidth. This revolution enables customers to change where they access information, who they trust to supply it, what they do with it and how they interact.

This technology “tide of change” is taking place alongside Institutional Change,

Demographic Change, Environmental Change as well as Social Change – banks are not immune to any of these major issues impacting their customers.

Learning how to compete successfully in this exciting and dynamic environment is essential – this programme will help banks develop a successful path to revenue growth,

experience delivery and digital excellence. “Making calls, clicks and bricks work”

Course Summary

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+44 (0)20 7387 4484

09:30-17:00

London

Standard Price: £1,950 + VAT Membership Price: £1,560 + VAT

In-House Training

Delivering this course in-house for a number of participants could be very cost effective.

The venue and timing can be agreed to suit the client, as well as the selection of the trainer and the

precise contents of the seminar.

Tailored Learning

All of our training courses can be tailored to suit your company’s exact training needs.

We will work closely with you to help develop a training programme with content that is unique for your organisation.

Please email us on enquiries@redcliffetraining.co.uk for more information

E-Learning This course can also be presented as a bespoke e-learning programme created by you to fit your exact

requirements.