PARTICIPANT EVENT GUIDE

#BankFintech18

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Enabling connection& inspiring innovation

Bank + Fintech New York 12-13 APRIL 2018 New York www.efma.com/bankplusfintech

CCX Forum: Channels & Customer Experience 16-18 MAY 2018 London www.ccx-forum.com

Learning Expedition in Stockholm30 MAY-1 JUNE 2018www.efma.com/stockholm18

Retail Banking Summit in Middle East 13 FEBRUARY 2018 Dubai www.efma.com/dubai18

SME Banking Summit 13-14 JUNE 2018 Pariswww.efma.com/sme18

Affluent and Private Banking Summit 13- 14 JUNE 2018 Pariswww.efma.com/affluentprivate18

Innovation in Insurance Awards Ceremony12 JUNE 2018 Pariswww.efma.com/innovationininsurance

Learning Expedition in Cape Town27 FEBRUARY-2 MARCH 2018www.efma.com/capetown18

Retail Banking Summit in Lebanon4 JULY 2018 Beirutwww.efma.com/lebanon18

46th Efma Congress: Banking Transformation 18-19 OCTOBER 2018 Lisbonwww.efma.com/congress18

Innovation Summit: Payments & Wallets 15-16 OCTOBER 2018 Lisbonwww.efma.com/innovation18

Learning Expedition in San Francisco2-5 OCTOBER 2018www.efma.com/sanfrancisco18

Retail Banking Summit in Asia 30-31 OCTOBER 2018 Singaporewww.efma.com/asia18

DMI Awards Ceremony 17 OCTOBER 2018 Lisbonwww.efma.com/innovations

Efma l 10 Boulevard Haussmannl 75009 Paris l France l Tel:+33 1 47 42 52 72 l Fax:+33 1 47 42 56 76 l info@efma.com l www.efma.com

NIF/TVA: FR 41 784 856 239 l N° SIREN: 784 856 239 l Code APE: 6619B

EVENTS

https://www.efma.com/bankplusfintech/https://www.ccx-forum.com/london/http://www.efma.com/dubai18http://www.efma.com/sme18http://www.efma.com/affluentprivate18http://www.efma.com/innovationininsurancehttp://www.efma.com/lebanon18http://www.efma.com/congress18http://www.efma.com/innovation18http://www.efma.com/asia18http://www.efma.com/innovations

PROGRAM 16-17-18 MAY 2018

FRIDAY 18 May 2018

Thursday 17 May 2018

PLENARY SESSION: THE FUTURE OF RETAIL BANKING, A SUPERIOR HUMAN EXPERIENCE

PLENARY SESSION: CUSTOMER JOURNEY AND DIGITAL STRATEGY

8.55

9.00

9.00

11.00

11.00

11.00

14.00

14.30

16.30

16.00

18.30 End of day 1

19.00 End of day 2

12.40 Lunch

12.30 Lunch

12.45 Lunch

17.30 End of the conference

Wednesday 16 May 2018

CUSTOMER EXPERIENCE CONFERENCE

CUSTOMER EXPERIENCE CONFERENCE

CUSTOMER EXPERIENCE CONFERENCE

CUSTOMER EXPERIENCE CONFERENCE

CUSTOMER EXPERIENCE CONFERENCE

CUSTOMER EXPERIENCE CONFERENCE

CHANNELS CONFERENCE

CHANNELS CONFERENCE

CHANNELS CONFERENCE

CHANNELS CONFERENCE

CHANNELS CONFERENCE

CHANNELS CONFERENCE

14.00

WORLD FINTECH TALKS

PLENARY SESSION: ANALYSIS AND DEBATES ON WORKSHOPS OF DAY 1

PLENARY SESSION: THE WAR FOR DATA

Welcome coffee and registration

Introduction by Philippe Van Fraechem Program Director

Banks are threathened, digital is everywhere, Uber has no taxis, customers are more demanding with expectations shaped by the customer experience delivered by other cool industries, ... Such considerations will be addressed only in the introduction, so that all speakers can focus solely on their content

How is marketing being transformed in retail banking today?

More digital, more data, demanding customers, etc.

Javier Mas Marketing Director CaixaBank Spain

Enabling new ways of consuming financial services

Sébastien Marinot Innovation & New business models Manager | PACE | Retail Banking Services BNP Paribas France

8.55

8.30

10.40 Coffee break

100 ways to persuade and convince customers with neuromarketing

How to achieve greater marketing success while spending less money: with a focus on neuroscience and behavior research

Roger Dooley Author | Keynote Speaker | Podcast Host | Forbes Contributo Dooley Direct USA

Customer journey and digital strategy: demonstrating the link between digitization and shareholder value creation

Pearlyn Yee Meng Phau Managing Director DBS Singapore

Digitizing the SME Banking experience for customer delight and profitability

Alberto Gonzalez Head of Global Transaction Banking Santander UK

PANEL DISCUSSION: Banks will disappear, branches are dead, GAFAs and fintech will take it all, etc.

Banks will disappear, branches are dead, GAFAs and fintech will take it all, etc.How to survive the projected chaos - does the solution lie in offering a supreme human experience to customers? And, if so, what is it?

Evren Sahin Director of Digital Banking Channels Yapi Kredi Bankasi Turkey`

Ozkan Aykut Demir CEO Pisano Turkey

THEME-BASED LUNCH + VISIT OF CCX VILLAGE

Roundtable thematic discussions at each table during lunch: new data privacy regulations, examples of customer experience best practices from other industries, best examples of collaboration with fintechs.

PROGRAM 16 MAY 2018

9.10

11.10

11.40

12.10

12.40

10.10

9.40

STUDY PRESENTATION: Bank as a platform: essential tools for open banking and PSD2

Findings of a global survey on open banking covering the evolution of banking business models, IT architecture and approaches to talent acquisition

Revenue model - Building an ecosystem/marketplace

Our 1st year as a digital mobile-only bank Customer experience “Starling Pulse,” a real-time feed that displays all account activities”

How to prepare for the accelerating threat of social media companies entering the financial services space

Andrei Charniauski Global Product Strategy & Market Intelligence Manager Finastra UK

Julian Sawyer Chief Operating Officer Starling Bank UK

14.15CHANNELS CONFERENCE CUSTOMER EXPERIENCE CONFERENCE

Coffee break and networking15.45

Intesa Sanpaolo’s customer-centric physital transformation

Rethinking multichannel interactions to eliminate customer hassles Driving transformation through customer journey management

14.15

15.15

Karin Van Hoecke General Manager, Mass Retail Customers KBC Bank Belgium

James Buckley Global Head of Financial SolutionsInfosys Finacle UK

Customer 2020 transformation programme

How KBC stays in the sweet spot of long-term winners. How we create a user experience that makes our customers smile : -)

New innovation trends impacting customer journeys

PROGRAM 16 MAY 2018

Paola Laruffa Head of Transaction Journeys and Cross

Channel Capabilities Intesa Sanpaolo Italy

Guy Ziv VP of Sales Paykey Israel

& Maritza Perez Bermudez EVP Retail Banking Banco Davivienda Colombia

Innovation is nothing without adoption

Personalisation comes to digital banking

Workshop based on roundtables: defining new features to develop outstanding channel experiences

Round tables composed of 10 participants will brainstorm on brand new features that could be created for customers using the different bank channels: in collaboration with Pisano. The various tables will have different themes such as: physical channels, mobile banking, internet banking, customer contact centres, ATMs, etc. Each table will produce a summary of new functions. The new features will be discussed in plenary in the afternoon on day 3 in a new session.

Dave Palmer Head of Mobile & Digital Banking Nationwide Building Society UK

Janice Diner CEO & Founder Horizn Canada

16.15CHANNELS CONFERENCE CUSTOMER EXPERIENCE CONFERENCE

End of day18.20

Branch of the future: a tangible transformation process

How the hybrid branch can strike the right phygital balance to keep the customer relationship at the centre of bank strategy

16.45

17.20

Jouk Pleiter CEO Backbase Netherlands

Connecting cores and Fintech solutions seamlessly and seriously

Workshop based on roundtables: The new features will be discussed in plenary in the afternoon on day 3 in a new session.

Round tables composed of 10 participants will brainstorm on brand new features that could be created for improving the customer experience: in collaboration with Pisano. The various tables will have different themes such as: digital marketing, big data, AI, design thinking, … Each table will distribute a summary of new functions per theme. The new features will be discussed in plenary in the afternoon on day 3 in a new session.

PROGRAM 16 MAY 2018

Mark Aldred Head of Sales Auriga Italy Roberto dalla Benetta Head of Systems Development BCC SI Italy

Yves Eonnet CEO TagPay FranceOlivier Berthier CEO Moneythor France

17.05

Rating Digital Performance of Customer experience in Retail Banking

Didier Farjon CEO D-Rating France

Launching a new banking product via API banking

CASE STUDY: Driving sales and conversion through mobile solutions

How to design mobile UX to drive customer engagement and traffic Mobile apps from a service into a sales channel How to combine big data, UX and customer context to deliver real mobile first products

How dis the biggest bank in Poland entirely recreate its digital onboarding and digitalize more processes?

How was it possible in 3 months? What made conversion rate instantly skyrocket?

Creativity in problem-solving with the intellectual horsepower, fail-fast mindset and necessary moxie to deliver exceptional results in our rapidly evolving digital landscape

Robert Piotr Hibner, Director of Digital Channels, mBank, Poland

9.00CHANNELS CONFERENCE CUSTOMER EXPERIENCE CONFERENCE

Coffee break and networking10.30

AI – predictive analytics & personalization

How to sell more through mobile What does it take to build the next generation of mobile banking apps? A user-centric design approach Agile delivery model

9.30

10.00

Andrew White VP EMEA Vidyo UKRoger Simpson Omnichannel Director HSBC UK

Udo Roos EMEA Dynamics Lead Financial Services Industry

Microsoft Dynamics Germany

STUDY PRESENTATION: The video banking revolution

Findings of a video banking survey conducted by Vidyo, Efma and CUNA How video banking is transforming the customer experience and driving operational efficiency Key considerations for a successful video customer engagement strategy

New customer engagement with smart technology

Some case studies explained: How to win the digital customer?

Next generation of intelligence systems Joint sessions with a customer

PROGRAM 17 MAY 2018

Alina Agurida Director Digital Retail Banking Raiffeisen Bank International Austria

Jack Karavich Head of Design Walmart Labs USA

Welcome coffee 8.30

Adam Miziołek Director of Mobile & Online Sales

PKO Bank Polski Poland

Maciej Ulaszewski Co-founder and COO Consdata Poland

SPEED PRESENTATIONS from 2017 Innovation awards winners

Several 2017 Efma-Accenture innovation awards winners and nominees will be presenting their innovations. Presentations will be short (maximum 10min) and will focus on the essential details: concrete results, demo, etc.

Confirmed winners:

SPEED PRESENTATIONS from 2017 Innovation awards winners

Several 2017 Efma-Accenture innovation awards winners and nominees will be presenting their innovations. Presentations will be short (maximum 10min) and will focus on the essential details: concrete results, demo, etc. Confirmed winners: “KBC’s My car – driving customer experience in car loans” from KBC Bank winner in the category “Customer Experience & Engagement”

THEME-BASED LUNCH Roundtable thematic discussions at each table during lunch:

Customer experience (CX) as a lever to build brand loyalty

Understand how banks can build loyalty with the quality of their experience

Hear how emotion holds the key to banks achieving CX leadership

Learn how banks can apply CX trends and findings to their ongoing improvement efforts

11.00CHANNELS CONFERENCE CUSTOMER EXPERIENCE CONFERENCE

“Hello, is there anybody out there?” A Customer-Brand story

11.30

12.30

PROGRAM 17 MAY 2018

Ahmet Tirakiogullari CX Assistant Manager Isbank Turkey

Sheb Camur Success Account Manager Pisano Turkey

Joana van den Brink-Quintanilha Principal Analyst, serving

Customer Experience Professionals Forrester UK

“Augmented Agricultural Banking App” from DenizBank winner in the category “Best New Product or Service”

“ISP Digital Learning – Portal and Smartphone App to Learn Anytime, Anywhere” from Intesa Sanpaolo winner in the category “Workforce Empowerment &

behavior”

Rating Digital Performance of Retail Banks Channels

Others to follow

Using empathy to drive digital adoption

Chatbots: as the new UI for a better CX

12.00

12.15

Nicolas Babel Chief Rating Officer D-Rating France

John Findlay CEO & Founder Launchfire Canada

Eylem Özen Bastürk Strategy & Business Development Head cBot USA

11.45

12.00Panel discussion

World Fintech Talks Cocktail18.35

PROGRAM 17 MAY 2018Join us for the World FinTech Talks

Coffee break

Introduction to the World FinTech Talks Session Efma-Capgemini FinTech portal live demo

Vincent Bastid CEO Efma

& Bill Sullivan Global Head of Financial Services Market Intelligence Capgemini

2018 FinTech Trends and Panorama – Key insights from the World FinTech Report 2018

Bill Sullivan Global Head of Financial Services Market Intelligence Capgemini

BEST FINTECH AWARD 2018 - FINTECH PITCHES 6 FinTechs will come on stage to present their solutions 3mn pitches and 5mn Q&A from the crowd

Budget Insight, Exagens, Icare Technologies, inCube, Neuroprofiler, PayKey

Interactive vote – FinTech Pitches

All 6 FinTechs will come back on stage to pitch their solutions for 30 secondsThen attendees will vote for the Best FinTech 2018 – on site via an interactive voting system.

Best FinTech 2018 - WINNER ANNOUNCEMENT

Bank + Fintech Collaboration - Thought Leadership & Trust

Anne Marcombe Finance Account Director LinkedIn

Collaboration with Corporates – How can B2B FinTech startups get going faster?

Ghela Boskovich Head of Fintech & Regtech Partnerships Startupbootcamp

Digital banking is only 1% finished

Chris Skinner Non-Executive Director 11FS

14.00

14.50

18.30

17.30

Event moderation by Elias Ghanem, Vice President Fintech Continental Europe, Capgemini

Fintegration – Collaboration for Growth Panel discussion moderated by Elias Ghanem

Jennifer Grazel Global Director, Linkedin Finance Vertical marketing LinkedInGhela Boskovich Head of Fintech & Regtech Partnerships Startupbootcamp

Jamie Campbell Head of Awareness Bud

Yves Eonnet CEO TagPay

17.55

Introduction to FinTech pitches session – Best FinTech Award 201815.20

14.20

15.30

17.00

16.30

16.35

PROGRAM 18 MAY 2018

Branches will stay - what are the new winning formats?

Branch transformation in a digital tsunami

CCX village visit

Efma is organising an interesting exhibition during the CCX forum in the CCX village. Different gamification approaches will be proposed during the village visit, including a best-of-show contest.

Artificial intelligence: is there return on investment today? how to create a customer-focused experience?

AI at Bradesco - This presentation will explore AI usage for our customers through our mobile app.

How we started our journey, challenges and results.

Pieter van der Werf Head of Customer Experience Branches ING Bank Netherlands

Alberto Fernández Tome Corporate Head of Digital Transformation Banco Santander Spain

9.00CHANNELS CONFERENCE CUSTOMER EXPERIENCE CONFERENCE

The Phygital: How to leverage digital to create a more “human” experience

GiseExtra: The quick, easy e-teller Using the mobile app in the branchRedefining Mobility: New customer flows, choreography,

lobby management Increasing Quality Time: New roles and responsibilities,

processes and screens for Branch Personnel

9.30

10.00

The Wells Fargo AI Journey How can machine learning be successfully applied

in retail banking?

GDPR and machine learning

How can machine learning be successfully applied in retail banking?

How a customer data platform makes customer insights actionnable at Belfius and other major retail banks.

Discover through live use cases, how major retail banks leverage customer data on a recurring basis, transform it into insights for better customers’ interactions” in retail banking?

Sebnem Dag Guven Vice President of Strategy Akbank Turkey

Marcello Frontini Head of Digital Banco Bradesco Brazil

Brad Stewart Senior Vice President Enterprise Artificial Intelligence Solutions Wells Fargo USA

Rudradeb Mitra Serial entrepreneur & AI evangelist, Google Developers Mentor University of Cambridge UK

Edwin Madou VP Sales NGDATA Belgium

Welcome coffee 8.30

10.30

PROGRAM 18 MAY 2018

Business model innovation

The impact of emerging technologies on bank proposition Developing proposition opportunities Driving real innovation through testing and learning

Digitalization of customer service processes

Building an effective digital transformation strategy Being customer-focused in the new digital environment The future role of the branch and its fit with the digital strategy of retail banks

Personalised sales: strategy for banks to win in the digital world war

Current trends in digital banking sales Best practices in digital sales, key KPIs and conversion

benchmarks Strategies to win in the digital race Data-driven insights in cross- and upselling

Diana Biggs Head of Digital Innovation HSBC UK

CHANNELS CONFERENCE CUSTOMER EXPERIENCE CONFERENCE

Our new hero: the man with no money

Standard Chartered in digital A day without money New business models for connected customers

12.00

Michael Anyfantakis Head of Customer Journey Design –

Innovation Lloyds Banking Group UK

Mark Wood Group Design Director Lloyds Banking Group UK

Transforming customer journeys to succeed in the digital world

How is the UK’s largest retail bank transforming itself, to succeed in the new digital era? How do we apply service design thinking to transform

customer journeys, end-to-end? How are we exploiting our data and emerging technologies to

re-invent digital interactions? How do we use agile, experiments and labs to incrementally

deliver customer value?

Deniz Güven, Global Head, Design & Client Experience, Digital Banking Standard Chartered Bank, Singapore

Celina Waleśkiewicz Deputy CEO Alior Bank Poland

Tamas Braun International Sales and Business Development Director W.UP UK

Remco Veenenberg International Sales Evangelist W.UP Hungary

Lunch for all attendees

12.30

11.30

Coffee break and networking11.00

CCX village visit

Efma is organising an interesting exhibition during the CCX forum in the CCX village. Different gamification approaches will be proposed during the village visit, including a best-of-show contest.

10.30 10.45

So blockchain is more than a buzz word?

Valerie von Lucke Responsible DLT Lab activities Commerzbank UK

Distributed Ledger Technologies and Artificial Intelligence in the Financial Sector: View from the European Parliament

Dimitrios Psarrakis Economic & Monetary Policy Advisor European Parliament Belgium

14.00

15.30 Coffe break and networking

Beyond GDPR – next wave of digital data analytics, open API, monetizing data, limits of GDPR, customer consent, etc.

Cameron Craig Deputy General Counsel, Group Head of Data Privacy HSBC UK

Analysis and debates on workshops day 1 : what are the new features covered by fintechs and what is brand new (debate)?

PROGRAM 18 MAY 2018

14.30

15.00

16.00

End of conference17.30

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COUNCILS

Open to non Efma members

Members: 36Countries: 12www.efma.com/ insurancecouncil

INSURANCE COUNCILOPERATIONAL EXCELLENCE COUNCIL

When and where are the next meetings taking place? 22 - 23 March 2018

National Bank of Greece Athens

November 2018TBC

Members: 45Countries: 16www.efma.com/ smecouncil

SME COUNCILPHYSICAL CHANNELS COUNCIL

What are the topics of the Efma councils?

Members: 62Countries: 20www.efma.com/ digitalchannelscouncil

DIGITAL CHANNELS COUNCILAFFLUENT AND PRIVATE BANKING COUNCIL

What are the Efma councils?

Reserved for Efma members, the councils are exclusive groups of senior executives from leading banks and insurance companies that meet three times per year and exchange on the latest ideas and industry developments. To date, Efma councils gather more than 250 members from 40 countries.

Members: 33Countries: 17www.efma.com/ affluent&privatecouncil

Members: 38Countries: 21www.efma.com/ physicalchannelscouncil

Members: 36Countries: 19www.efma.com/ operationalexcellence-council

11 - 12 June 2018 Crédit Agricole

Paris

Industry expert presentation

Industry expert presentation13.15Workshop14.15

Key takeaways16.45Visit (branch, innovation lab, digital space...)16.00

15.00 Break & networking15.30

8.30 Welcome & introductionPresentation by the hosting institution 9.00

Collaborative session 11.3011.00 Break & networking

Lunch12.15

Efma l 10 Boulevard Haussmannl 75009 Paris l France l Tel:+33 1 47 42 52 72 l Fax:+33 1 47 42 56 76 l info@efma.com l www.efma.com NIF/TVA: FR 41 784 856 239 l N° SIREN: 784 856 239 l Code APE: 9499

What does the meeting programme look like?

Which institutions are among the members of the councils?

What is the new format of the Efma councils?

How can I become a member of the councils? Please note that only Efma members institutions can attend councils, with the exception of the Insurance Council. If you are a member and you want to take advantage of these exclusive events of the Efma councils, please contact Maïlys. If you are not an Efma member yet, join the Efma community: www.efma.com/joinefma

Maïlys Mertian Council Managermailys@efma.com +33 1 47 42 66 39

Constantly seeking to satisfy the needs of its members, Efma is updating and improving its services. The Efma councils format is the result of members demands and feedback, and it comprises:

Collaborative sessionsIndustry expert presentations

WorkshopsOut of the box sessions: Fintech; visits, etc.

An informal gathering the eveningbefore the meeting

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