NEXT-GEN CUSTOMER EXPERIENCE

IN FINANCIAL SERVICES

CONGRESS & AWARDS 2019

THE DIGITAL BANKER

Organised by

Sponsored by

21st FEBRUARY 2019 SINGAPORE

www.digitalbankeronline.com

www.globalretailbanking.com

GLOBAL NEWS

BUSINESS INTELLIGENCE

THEMATIC RESEARCH

EVENTS

THE DIGITAL BANKER

SERVING

TOMORROW’S

CUSTOMERS

Dear Industry Colleague, THE DIGITAL BANKER would like to extend you a very warm welcome to the Next-Gen Customer Experience in Financial Services Congress & Awards 2019. Large Financial Services Organisations drive revenue by bundling services. They provide checking and savings accounts, in addition to credit cards, college savings accounts, home mortgages, wealth management services, life insurance products and more. The list continues to proliferate. Consequently, banks have had to merge systems and processes that hadn’t previously been connected- this in many instances has improved customer service. By continuing to bolster the customer service experience, Fin Servs can expand and offer re-bundled services, while improving their bottom line and staying competitive. There are three major ways the customer service environment in banking is likely to change in the next three to five years. • Data and Advanced Analytics will dictate customer service whilst raising the bar for ‘basic customer

experience’.• AI will continue to reinvent customer service over the next five years. Through the provision of chatbots,

predictive analytics and cognitive messaging, customers will be able to conduct payments and other transactions far more intuitively.

• The unbundling of financial services that has monopolised numerous conversations is likely to reverse in part. As millennials come of age and become more ‘digitally savvy’, they may seek to harmonise transactions and money management under one platform as opposed to 5-10 disparate apps.

The Next-Gen Customer Experience in Financial Services Congress will explore and identify the most prevalent predictions of the industry’s direction together with enterprise applications of new technology through use cases, demonstrations, thought leadership and the evening Awards Gala. The congress offers banks a chance to remain abreast of new developments, anticipated disruption and regulation in the Financial Services ecosystem. The Next-Gen Customer Experience in Financial Services Awards program has been created to serve as accolades of excellence- attributed to outstanding players, and aim to be unbiased, objective benchmarks for the global financial servicessector. They recognise the institutions and individuals that have demonstrated market-leading offerings in Payments, Loans, Product Perosnalisation, Service Innovation, Digital Banking, CX Transformation & more.

The overwhelming number and quality of submissions were extremely impressive, and serve as a testament to the growing dedicated efforts, undertaken by Fin Servsin pioneering innovation across the value chain. We would like to thank all of our sponsors and the organisations that submitted detailed nominations for the various awards categories. Finally, thank you to all of you for taking time out of your busy schedules to be here today.

Yours Truly,

Nirav PatelManaging DirectorTHE DIGITAL BANKER

WELCOME

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08:00am Welcome Registration, Coffee & Networking

08:45am Chair’s Opening Address Simon Partridge

Director, Financial Services, Smart Work Innovation (SWI)

Fuji Xerox Asia Pacific

09:00 AM Digital Automation of the Customer Journey in Lending - Use Cases & Examples at Standard Chartered Bank

Lalit Lohia MD & Country Credit Head- Consumer Standard Chartered

09:30 AM Filling the Gap Between Sales Performance Management and Customer Experience

Ben Nottle

Head of SAP Customer Experience Industry & Solution, APJ

SAP

10:00 AM CxO Panel Symposium: Transforming from Rudimentary ‘Financial Services’ to an Intrinsic Part of Customers’ Everyday Lives

Veronique Cornu Mefferet

Head of Digital, Asia – Global Customer Experience & Design

MetLife

Lalit Lohia MD & Country Credit Head- Consumer Standard Chartered

Deepak Khanna

Head of Wealth Development HSBC

Luzanne Chong

Head of Customer Experience FWD Insurance

Balaji Prabhakaran

Head of Propositions and Digital Products, Asia Pacific

Allianz

Chris Race

VP APJ Sales, SAP Sales Cloud SAP Customer Experience

Panel Moderator:

Mark Smedley Chief Strategy Officer Innovation Future Partners

10:45 AM Refreshments & Networking

11:00 AM How Does Krungsri Delight Their Customers? Setsiri Settaphakorn

Senior Vice President, Process Digitization Department Bank of Ayudhya

11:30 AM Open Experiences- Interoperability to Supercharge Innovation

Stuart Ward

Director of Financial Services Strategy SalesForce

12:00 PM Lunch & Networking

01:00 PM Welcome to the Revolution- Where Customers are In Control & In Charge

Sonali Verma

Head - Customer Experience and Innovation, Regional Bancassurance, Asia

Manulife

01:30 PM Human-Centred Design & The Power of Innovation for Customer Experience

Bidyut Dumra Head of Innovation DBS

02:00 PM Kenvault - Introducing LenTM® (Finance for every need)

Chakrapani Sakhumalla Co-Founder at Kenvault Technologies Pvt Ltd |

Associate Director at Myntra Kenvault Technologies

02:30 PM The DBS Journey - Innovating Self Services Banking

Alok Kumar Senior Vice President | Head of Change,

Customer Experience and Claim Ops DBS

03:00 PM Refreshments & Networking

03:20 PM Digital Customer Relevance Mark Smedley

Chief Strategy Officer Innovation Future Partners

03:50 PM Transforming Customer Engagement Experience with Conversational Banking

Sandeep Bagaria

Chief Executive Officer Tagit

04:10 PM Chair’s Closing Remarks Simon Partridge Director, Financial Services,

Smart Work Innovation (SWI) Fuji Xerox Asia Pacific

DAY AGENDA

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06:30 PM VIP Cocktail Reception & Awards Gala Dinner Registration

07:35 PM Awards Gala Opening Remarks, (Simon Partridge, Fuji Xerox)

07:40 PM Dinner Commences

08:00 PM Strategy Awards Presentation • Excellence in Next-Gen Customer

Satisfaction • Best CX Model • Excellence in API Banking • Best Use of Customer Feedback

• Best Product or Service Innovation • Excellence in NPS • Best Customer Insight & Feedback

Initiative • Best Customer Loyalty Program

08:30 PM Dinner Continues

09:00 PM Technology Awards Presentation and Omni-channel Awards Presentation Technology Awards

• Best Use of AI for CX • Best Technology Implementation

Back Office

• Best Technology Implementation Front-End

• Best Client Onboarding Initiative • Best Use of Data Analytics

Omni-channel Awards • Best CX Branch • Best UX Internet • Best UX Mobile

• Best CX Contact Centre • Best CX Social Media • Excellence in Omnichannel CX

09:40 PM Final Course Served

10:00 PM Industry Awards Presentation, Leadership Awards Presentation & People/Institution Awards Presentation

Industry Awards • Best CX Banking • Best CX Private Banking

• Best CX Cards • Best CX Alternative Wealth

Management

Leadership Awards & Institution Awards • CX Professional of the Year 2019 • CX Institution of the Year 2019

10:25 PM Chair’s Closing Remarks, (Simon Partridge, Fuji Xerox)

EVENING AWARDS GALA AGENDA

5

now comes from the little

red dot.

The world’s

best bank

DBS: Best Bank in the World, 2018“To become the Best Bank in the World requires a special

combination of safety and innovation in today’s

rapidly-evolving financial services industry.

DBS Bank is pointing the way to the future for the entire

industry with its digital transformation, strong financials and good corporate citizenship.

South-east Asia's largest bank, and most valuable

company, continues to win new customers by using its

own technology to make banking simpler and more

efficient.”

Joseph Giarraputo

Global Finance, Publisher and Editorial Director

Receiving this award has made us feel on top of the world.

But more than that, it has made us thankful to you, our

customers, for believing in us and in all that we do for you.

Each of us at DBS has been privileged to play a part in

achieving it, and feels proud to have helped put this little

red dot on the map of the banking world.

Best Bank in the World, 2018

World’s Best Digital Bank, 2018

World’s Best Bank for SMEs, 2018

DB

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ank

Ltd

Co

. Reg

. No

.: 19

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00

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6E

Simon PartridgeDirector, Financial Services Smart Work Innovation (SWI)Fuji Xerox Asia Pacific

Delivering Transformation Through Communications Services Driving Customer Advocacy in an Empowered Market.

Over 35 Years in the Customer Communications business working for Xerox and Fuji Xerox in over 55 countries across five Continents

Simon has been the driving force behind some of the most Innovative Communications strategies for European, Asian and Global Customers.

INTRODUCING OUR CHAIRMAN

ABOUT THE AWARDS

The Next-Gen Customer Experience

in Financial Services Awards exist

to recognise and commemorate the

achievements of pre-eminent Financial

Services institutions’ and distinguished

individuals’ in transforming CX, UX and in

driving innovation across the value chain.

The Next-Gen Customer Experience in

Financial Services Awards are accolades

of excellence, attributed to outstanding

Banks, Insurers, Wealth Managers &

FinTech Players. They set unbiased,

objective benchmarks for the global

financial services sector by recognising

institutions and individuals that have

undertaken the most to augment their

customers’ journeys, experience and

lifecycles.

7

THANK YOU TO OUR SPONSORS

In Singapore, we have a history of 129 years, with over 140 partners and close to

2,800 people offering assurance, tax, transaction and advisory services to a wide-

ranging clientele base consisting of multinational companies, private companies and

public sector organizations. The Singapore firm is part of an integrated Asia-Pacific

Area, which comprises over 40,000 people in 22 countries. The Asia-Pacific Area is

led by a single executive team that works closely with our Americas, Europe, Middle

East, India and Africa, and Japan Areas to provide our clients with truly integrated

global service.

KPMG China operates in 19 cities across China, with around 12,000 partners and

staff in Beijing, Beijing Zhongguancun, Changsha, Chengdu, Chongqing, Foshan,

Fuzhou, Guangzhou, Hangzhou, Nanjing, Qingdao, Shanghai, Shenyang, Shenzhen,

Tianjin, Wuhan, Xiamen, Xi’an, Hong Kong SAR and Macau SAR. With a single

management structure across all these offices, KPMG China can deploy experienced

professionals efficiently, wherever our client is located.

KPMG is a global network of professional services firms providing Audit, Tax and

Advisory services. We operate in 154 countries and territories and have 200,000

people working in member firms around the world. The independent member firms

of the KPMG network are affiliated with KPMG International Cooperative

(“KPMG International”), a Swiss entity. Each KPMG firm is a legally distinct and

separate entity and describes itself as such.

In 1992, KPMG became the first international accounting network to be granted

a joint venture licence in mainland China. KPMG China was also the first among

the Big Four in mainland China to convert from a joint venture to a special general

partnership, as of 1 August 2012. Additionally, the Hong Kong office can trace its

origins to 1945. This early commitment to the China market, together with an

unwavering focus on quality, has been the foundation for accumulated industry

experience, and is reflected in the Chinese member firm’s appointment by some of

China’s most prestigious companies.

At PwC, our purpose is to build trust in society and solve important problems.

We’re a network of firms in 158 countries with more than 236,000 people who are

committed to delivering quality in assurance, advisory and tax services.

Find out more and tell us what matters to you by visiting us

at www.pwc.com.

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The story began 40 years back....If you see the four colors of the logo, it is four

different houses (Red, Green, Yellow and Blue) that the four friends belonged to

during their school days; Interesting.. isn’t it. The game started all over from the

Kindergarten, when four friends started to think differently to collaborate to buy

an ice-cream (not just for themselves but for the whole class) by contesting in a bet

and winning it; and after 20 years of professional experience and with diversified

background, the desire to build a company brought the four friends together and

this time as four founders.

Kenvault Technologies Pvt Ltd is derived from “Ken”-Knowledge and

“vault”-Storage which reflects logically as “Knowledge Storage”; however if we

look more deeper; it ensembles that “V” and “U” are marked in blue which states

that the knowledge is just not stored but knowledge is built and transformed from

Kenvault to the end user through cohesive and collaborative software enabled

platforms making powerful connections and thereby providing easy and relevant

access to information anywhere, at any time.

Kenvault was founded in 2018 by a small group of four entrepreneurs. We

are a group of passionate technologists with years of bleeding edge software

development experience. Our forte is completely in Product Development &

Application Engineering / Re-engineering Services.

Fuji Xerox Smart Work Innovation (SWI) is the industry market leader for document

management and consulting services globally. We help our customers communicate

better through re-engineering their document management processes,

ensuring seamless integration into their current IT infrastructure, transforming

document intensive processes and customer communications to create a secured

communication environment. At SWI, we help you to transform and embrace

creative workstyle. For more information, please email swi.marketing@fujixerox.

com or visit us at http://www.fujixerox.com/eng/solution/ outsourcingservices/

Founded in 1962, Fuji Xerox Co., Ltd. is a leading company in the Document Services

& Communications field, offering solutions and services to help customers resolve

their business challenges. Fuji Xerox is a 75-25 joint venture between FUJIFILM

Holdings Corporation and Xerox Limited, and its direct sales force covers Japan

and the Asia-Pacific region including China. We employ more than Li 7,300 people

globally, with more than 80 domestic and overseas affiliates/ sales subsidiaries.

www.fujixerox.com

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THANK YOU TO OUR SPONSORS

SAP Customer Experience unlocks a world of digital innovation, customer value and

growth that builds trusted relationships between brands and customers. Built on

the foundation of the Intelligent Enterprise and powered by an open and extensible

platform, the SAP C/4HANA integrated technology suite empowers businesses

to manage the complete customer experience by putting a consent-driven, single

customer view at the center of the business. It brings together customer data

management, machine learning and microservices to power real-time, intelligent

customer engagements across sales, customer service, marketing and commerce.

SAP Customer Experience helps brands build long-term competitive differentiation

and loyalty through experiences that are trusted, simple, personal, helpful, and

connected to help customers achieve their goals

www.sap.com/cx

Salesforce is the world’s #1 customer relationship management (CRM) platform.

Our cloud-based, CRM applications for sales, service, marketing, and more don’t

require IT experts to set up or manage — simply log in and start connecting to

customers in a whole new way.

‘The Oracle Cloud offers complete SaaS application suites for ERP, HCM and CX, plus

best-in-class database Platform as a Service (PaaS) and Infrastructure as a Service

(IaaS) from data centers throughout the Americas, Europe and Asia. For more

information about Oracle (NYSE:ORCL), please visit us at oracle.com.

The Next-Gen Customer Experience in Financial Services Congress & Awards 2019 is organised by

THE DIGITAL BANKER - a globally trusted news, business intelligence and research provider for the

worldwide financial services sector. Our consultants and subject matter experts provide thematic

research, industry analysis and forecasts across all Banking, Insurance and FinTech markets.

Through the provision of our authoritative insights, news services, conferences and research

reports, THE DIGITAL BANKER works with some of the world’s largest financial services institutions

as a strategic knowledge partner.

THE DIGITAL BANKER

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MEET YOUR SPEAKERS:

MARK SMEDLEY

Chief Strategy Officer

Innovation Future Partners

Innovation Future Partners is dedicated to business model, financial and technology

innovation to help financialinstitutions, FinTechs and corporations digitise and scale

their businesses.

Mark Smedley is a solutions-focused Senior Executive, with more than 25 years of

success across the Banking, Financial Services, FinTech, Information Technology, and

Wealth Management sectors. He was previously the Global Vice President for the

Financial Services Industry Solutions Group at Oracle, currently based in Singapore. In

his prior role he managed a global Finance and Risk solution sales team based in the

US. Mark’s areas of expertise include digital transformation, open banking, financial

management and operations, business development, big data, and cloud. Mark

created Oracle’s first open banking and FinTech innovation initiative, and oversees

ecosystem development and expansion for Oracle’s FinTech Scale Up program. Mark

began his career at Deloitte & Touche in Washington DC, and has held senior positions

in the FDIC’s Office of the Chairman, and in a number of US banks. He is a CPA and is

active in the AICPA and CIMA and in the global FinTech community.

SONALI VERMA

Head, Customer Experience and Innovation, Regional Bancassurance, Asia

Manulife

In her current role at Manulife Financial for Asia, Sonali is responsible for creating

and consolidating experience frameworks across the Bancassurance business

with a specific focus on DBS-Manulife countries. This includes building next-in-

class large insurers’ customer experience infrastructure across Asia by leveraging

innovation principles, analytics and insight, and setting and driving key performance

indicators. Sonali is also responsible for a Manulife joint fund, Technology and

Innovation Fund.

Prior to joining Manulife, Sonali worked at Citibank Singapore for almost nine

years. She launched and led a key initiative where her team embedded the ‘Client

Excellence’ philosophy across Citibank Singapore. During her tenure, Citibank was

ranked number one in the category in CSISG, an index compiled by the Singapore

government to gauge client satisfaction scores across various industries.

Sonali Verma over has 20 years of rich experience in organizational operations,

service and customer experience. She has worked in leadership and senior

management roles with large global organizations helping them in identifying

and deploying appropriate solutions for improving client impacting processes.

CxO Panel Moderator

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VERONIQUE CORNU MEFFERET

Head of Digital, Asia – Global Customer Experience & Design

Metlife

Veronique is a passionate and innovative marketer with 20 years of experience in

cross-discipline leadership roles across the globe. Before joining the Financial Services

sector, she led customer engagement and activation strategy for high-growth start-

ups and large corporates in e- commerce, publishing and education. She now heads

Digital Enablement and Digital Marketing for MetLife Asia.

MEET YOUR SPEAKERS:

Setsiri Settaphakorn

Senior Vice President, Process Digitization Department

Bank of Ayudhya

Setsiri is SVP in Process Digitization Department under Business Transformation

division at Krungsri Bank. In Mar 2017 Krungsri bank had adopted Agile

Methodology and Scrum process for the first time, and she was hired to help run

the first Agile adoption project call Mortgage Digitization. After a year, the scrum

team has fully adopted Agile and scrum. Now the project teams are expanded,

and other business units are learning from our failure and success to start their

adoption process.

BIDYUT DUMRA

Head of Innovation

DBS

With over 15 years of professional experience in multi-national organisations,

Bidyut has taken on senior-management positions in media, entertainment,

telecommunications, automotive, utility and aviation across markets such as Australia,

Hong Kong, Singapore, China, Taiwan, India, Thailand and Vietnam.

His current role focuses on building and delivering ecosystems, partnerships, digital

strategy and innovation. These involve setting principles and standards, identifying

opportunities, training and applying design thinking and agile, rapid prototyping,

structuring and financing products, implementing and operationalising systems,

managing change and running programmes to invoke a culture of creativity and

innovation across the bank.

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BEN NOTTLE

Head of SAP Customer Experience Industry & Solutions, APJ, SAP Customer

Experience SAP

Ben Nottle leads the Asia Pacific & Japan Centre of Excellence for SAP Customer

Experience. Ben was a CRM pioneer in Asia and has supported customer

experience-related initiatives across the region for 20 years. His experience in

advising CxOs on CRM adoption and value realization across Asia has resulted

in him becoming a strategic advisor to SAP customers across the CX spectrum,

covering marketing, sales, commerce, service and customer data management.

STUART WARD

Director of Financial Services Strategy

Salesforce

Stuart is director of financial services strategy with Salesforce, based in Sydney,

Australia. With more than 18 years of international industry experience, Stuart

advises financial services executives across APAC on a range of emerging focus

areas. Stuart’s prior engagements include head of analytics for a major Australian

bank as well as leading equity derivatives technology operations in Hong Kong for a

major US investment bank.

Stuart conducts research and speaks on themes including customer engagement,

open banking, conduct and compliance, risk management, innovation and culture.

Stuart graduated from Macquarie Applied finance Centre in Sydney, Australia,

with a Masters of Applied Finance and Newcastle University with a Bachelor of

Information Science.

SANDEEP BAGARIA

Chief Executive Officer

Tagit

Sandeep is the Chief Executive Officer of Tagit, an award-winning Singaporean digital

solutions company. Under his leadership, Tagit has grown tremendously and won a

number of awards from the Red Herring’s Top 100 Asia Technology Companies to the

Top 10 Tech companies to work for by Singapore Computer Society. Its platform was

ranked globally as the Leader in the Forrester Wave for Mobile Banking Solutions.

Sandeep has over 20 years of experience in successfully setting up and managing

businesses in Banking, Fintech and Telecommunications. Since the early part of his

career as an internet entrepreneur, he has focused on technology innovation and

changing the paradigm in existing business practices.

13

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ANSHUMAN SINGH

Partner, Financial Services, ASEAN

Ernst & Young LLP

With more than 18 years of consulting experience to leading banks and insurers in the

Asia Pacific region, Anshuman is an experienced digital strategy and transformation

advisor. He currently leads EY’s Southeast Asia and Singapore’s Digital practice within

Financial Services.

He covers all domains of a digital strategy and transformation – reorienting corporate

and business strategy to digital, customer strategy and customer experience design,

technology strategy including digital platforms architecture and multi-speed operating

models, transformation operating models, innovation agenda and governance and finally

digital culture and mind-set. His most recent engagements have ranged from launching

greenfield digital-only banks and insurers, digitizing mature banks and insurers across

all segments and across all channels and operations, deploying wholly new banking

business models in partnership with platform players, implementing the right digital

platforms, operating models and mindset to setting up the innovation agenda and model.

LALIT LOHIA

MD & Country Credit Head- Consumer

Standard Chartered

A seasoned professional and experienced leader in banking industry, having worked

for over 25 years across diverse markets, economies and business environments. Lalit

is currently the Risk Head for Singapore Consumer Business at Standard Chartered

Bank. Prior to that he worked at Barclays and Citigroup in UK and India. He holds post

graduate degrees, with distinction, in Finance and Economics from Delhi University

and London School of Economics. A keen golfer, a book lover, a licensed pilot, Lalit is a

passionate learner of all things related to finance and the future of finance.

CHAKRAPANI SAKHUMALLA

Co-Founder at Kenvault Technologies Pvt Ltd | Associate Director at Myntra

Kenvault Technologies Pvt Ltd

Innovator and entrepreneur with 20 years in business leadership. Experienced in all

aspects of business formation, operation, finance, and management. A seasoned

results-oriented leader and expert in communicating business and its strategies to

generate improving revenue and profitability by maximizing effectiveness of technology

and inspiring team members to heightened achievement. Relentless optimist who

believes there is no failure, only feedback. I’m disciplined, cost-conscious manager

resolve to accomplish company objectives within budget through best practices.

MEET YOUR SPEAKERS:

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DEEPAK KHANNA

Head of Wealth Development

HSBC

Deepak Khanna is the Head of Wealth Development for HSBC Bank (Singapore),

the locally incorporated Retail Banking and Wealth Management business of HSBC,

since 2013. He is responsible for its wealth business including the overall product

and services roadmap, tools and platforms, financial planning policies, customer

insights and governance.

Deepak has extensive experience in the Wealth Management industry in Singapore

and India covering different aspects including investments, insurance, treasury,

deposits and Investment lending. Prior to joining HSBC, Deepak held similar roles

covering product and advisory for ANZ and ABN AMRO Bank in Singapore.

He is an active participant in various industry forums and a guest lecturer with the

Wealth Management Institute. Deepak was conferred the IBF Fellow Award (2018)

for Wealth Management by the Institute of Banking and Finance. Deepak has a MBA

and is a CFA Charter holder.

LUZANNE CHONG

Head of Customer Experience

FWD Insurance

Luzanne Chong is the Head of Customer Experience at FWD, responsible for building

and sustaining a customer-led organisational culture. She manages the end-to-

end customer experience across all products, services and touchpoints. Luzanne

also oversees the direct-to-consumer website user experience (UX) and user

interface (UI) design, customer research, insights and analytics, artificial intelligence

(AI) chatbot, customer communications and the call centre. Prior to joining

FWD, Luzanne spent twelve years at DBS across functions including call centre

management, operations standardisation and customer experience regionally.

Luzanne is a graduate of Nanyang Technological University (NTU), with a Bachelor’s

Degree in Business majoring in Banking and Finance.

17

BALAJI PRABHAKARAN

Head of Propositions and Digital Products

Asia Pacific Allianz

Balaji is the Head of Propositions and Digital Products, Asia Pacific, for Allianz. In

this role, he is responsible for driving innovation across Allianz’s digital products,

channels and propositions in the region, to deliver financial products and services in

a customer-centric manner.

His responsibilities include overseeing the region’s product management value

chain, driving business development initiatives and managing platform-based

partnerships, business models and solutions. With his strong passion and deep

knowledge in FinTech and human-centric design, Balaji has wide industry experience

across insurance, digital banking, payment products and wealth management.

Before joining Allianz, Balaji worked with Discover Financial Services in Illinois,

United States, where he led their initiatives in digital banking and mobile payment

technologies and products. Prior to that, he worked for HSBC and Dentsu. Balaji

holds an MBA from the Kellogg School of Management, Northwestern University,

Illinois, US and a Bachelor of Engineering (Electronics Engineering) from Mumbai

University, India.

Alok Kumar

Senior Vice President | Head of Change, Customer Experience and Claim Ops

DBS

Strong business professional with 20 years of international financial services

experience with current role involving managing and driving digital strategy of Self

Service banking network for DBS Bank Singapore (1500+ fleet) including ATM/

Cash Recycling / Banking Kiosk and Cash operations. He has deep experience in

driving customer journey, demand management and delivery of large scale business

transformation & system integration for Tier-1 banks in Asia Pacific, North America

and Africa. A thinker and speaker at ATMIA (https://www.atmia.com) & RBR (http://

www.rbrlondon.com) and key contributor to ATM industry worldwide in the area

of SSB innovations and service excellence to enhance customer experience and

operational efficiency.

MEET YOUR SPEAKERS:

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BANK STATEMENTS

DBS is a leading financial services group in Asia, with over 280 branches across 18

markets. Headquartered and listed in Singapore, DBS has a growing presence in the

three key Asian axes of growth: Greater China, Southeast Asia and South Asia. The

bank’s “AA-” and “Aa1” credit ratings are among the highest in the world.

Recognised for its global leadership, DBS has been named “Best Bank in the World”

by Global Finance. The bank is at the forefront of leveraging digital technology to

shape the future of banking, having been named “World’s Best Digital Bank” by

Euromoney. In addition, DBS has been accorded the “Safest Bank in Asia” award by

Global Finance for nine consecutive years from 2009 to 2017.

With its extensive network of operations in Asia and emphasis on engaging

and empowering its staff, DBS presents exciting career opportunities. The bank

acknowledges the passion, commitment and can-do spirit in all of our 26,000 staff,

representing over 40 nationalities. For more information, please visit www.dbs.com

“CIMB Group is a leading ASEAN universal bank and one of the region’s foremost

corporate advisors. It is also a world leader in Islamic finance. The Group is

headquartered in Kuala Lumpur, Malaysia, and offers consumer banking,

commercial banking, investment banking, Islamic banking and asset management

products and services. It is the fifth largest banking group by assets in ASEAN and,

as at June 2018, had over 36,000 staff and around 14 million customers.”

The KASIKORNBANK Public Company Limited was established on June 8, 1945.

Throughout the past 70 years, the Bank has always strived to develop our

organization and offer financial product initiatives plus excellent service delivery to

match our slogan, “Towards Service Excellence” and “Customer Centricity” concept.

This led to the consolidation of KASIKORNBANK and subsidiaries(K Companies) and “K

KASIKORNTHAI” symbol was adopted to guarantee quality and standards.

KASIKORNBANK aims to be a most innovative, dynamic, and proactive customer-

centric financial institution that creates sustainability for all stakeholders and aims to

harmoniously combine technology and human resources to sustainably create world-

class-quality financial services, so as to achieve optimal benefits for all stakeholders.

Commemorating its 50th anniversary in 2011, RHB Bank was established in Singapore

in 1961 as UMBC, and, through a series of rapid expansion and strategic mergers,

became known as RHB Bank Berhad Singapore (RHBS) in 1999. For almost half a

century in Singapore, we have garnered invaluable financial experience and transferred

those insights of service excellence on to our clients, helping both individuals as well as

corporations fulfill their business opportunities. As a fully-licensed bank, our activities

cover the acceptance of savings and fixed deposits from the public as well as the provision

of loans and credit facilities to individuals and corporations. Throughout these years of

dedication in Singapore, we have certainly built formidable ties with our customers and

established ourselves as one of the Republic’s most trusted financial institutions.

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Among the tsunami of credit card offerings in this fiercely competitive market, only

the relevant offers would get attention from the customers. Our data scientists

have utilized Geo-location technology and Krungsri Consumer’s Big Data Analytics

platform to develop a sophisticated merchant recommender system suite to send

only the right offers to our customers at the right time and the right location.

Driving commerce and prosperity.

We offer banking services that help people and companies to succeed, creating

wealth and growth across our markets. Our heritage and values are expressed in

our brand promise – Here for good.

With more than 86,000 employees and a presence in 60 markets, our network serves

customers in close to 150 markets worldwide. We’re listed on the London and Hong

Kong Stock Exchanges as well as the Bombay and National Stock Exchanges in India.

“Your Smart Partner” is the brand positioning of Taishin Bank. By remaining

attentive to our customers’ needs with the commitment to our spirit of dedication,

we are devoted to provide excellent services to them. Taishin recently launched a

“3S” principle –”Simple, Sincere and Superior”:

• Simple – let customers experience simple & convenient transaction processes.

• Sincere – think from customers’ point of views and provide solutions with

sincerity, even ahead of our customers.

• Superior - satisfy customers’ needs by providing professional and customized

financial services & products.

United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of

more than 500 offices in 19 countries and territories in Asia Pacific, Europe and North

America. Since its incorporation in 1935, UOB has grown organically and through a

series of strategic acquisitions. UOB is rated among the world’s top banks: Aa1 by

Moody’s and AA- by Standard & Poor’s and Fitch Ratings respectively.

In Asia, UOB operates through its head office in Singapore and banking subsidiaries

in China, Indonesia, Malaysia and Thailand, as well as branches and representative

offices across the region. Over more than eight decades, generations of UOB

employees have carried through the entrepreneurial spirit, the focus on long-term

value creation and an unwavering commitment to do what is right for our customers

and our colleagues.

We believe in being a responsible financial services provider and we are committed

to making a difference in the lives of our stakeholders and in the communities in

which we operate. Just as we are dedicated to helping our customers manage their

finances wisely and to grow their businesses, UOB is steadfast in our support of social

development, particularly in the areas of art, children and education.

21

Global Islamic Finance

Congress & Awards

2019

Global Retail Banking Innovation Summit & Awards 2019

Global Private Banking

Innovation Summit

& Awards 2019

Private Banking

Wealth Awards,

Greater China

Private Banking

Innovation

Summit & Awards

25th April 2019

Kuala Lumpur

26th September 2019

Singapore

9th May 2019

Singapore

25th July 2019

Hong Kong

Date to be confirmedSwitzerland

Date to be confirmed

Singapore

UPCOMING EVENTS

For THE DIGITAL BANKER’s upcoming 2019 events & awards programs, please contact our Events Team on:

+65 6719 8054 or email us at awards@digitalbankeronline.com. Feel free to drop us a note should you have

any white papers, digital content or podcasts you would like to share with our global subscriber base. Our

worldwide network spans over 170 countries, covering 300,000 media outlets. For sponsorship and/or content

dissemination opportunities please contact Nirav Patel on: +65 8699 3601. Nirav also regularly runs CxO and

Business Head interviews for THE DIGITAL BANKER’s publication and global multimedia networks, please get

in touch with him or email him at nirav@digitalbankeronline.com for any such requirements.

A.I.D.AArtificial Intelligence | Data | Analytics

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