Future Branches EU 2019

19 - 20 June, 2019

NH Collection Barbizon Palace, Amsterdam

+44 (0)20 7036 1378

Day One, Wednesday 19th June

8:00 am - 8:45 am Registration and Coffee

8:45 am - 8:50 am Director's Welcome Address: Lucy Bradley, Editorial Director, WBR

8:50 am - 9:00 am Chairperson's Opening Remarks

Thriving In A Digital Led World

9:00 am - 9:20 am Opening Keynote: Defining the branch of the future: What are the critical success factors for transforming your physical footprint with connected services between your online and offline banking channels to increase trust and brand loyalty?

Pieter Van der Werf - Head of Customer Experience Branches, ING Retail Netherlands
  • Building your brand vision: How can you build a cohesive roadmap across your digital and physical customer channels to deliver a consistent brand voice at every stage of the customer journey?
  • Connecting with customers: How to scale new branch formats that provide experiential and memorable experiences to boost customer footfall in-branch
  • How can you best mobilise your branch workforce with digital tools to provide seamless customer services and provide a holistic banking experience?
  • How can you create personalised end-to-end experiences for each customer to successfully drive customer advocacy and forge long-lasting relationships?
img

Pieter Van der Werf

Head of Customer Experience Branches
ING Retail Netherlands

9:20 am - 9:40 am Keynote Address: Assessing the early implications of PSD2: How has the regulatory update transformed the pan-European retail banking market and how can you leverage new opportunities to get ahead in a new world of open banking?

Alfonso Ayuso - Chief Innovation Officer, Banco Sabadell
  • How can you best ready your people, technology and processes to perform in a new highly competitive open banking landscape?
  • Which new product development opportunities has the open banking evolution created and how can you take advantage of them to provide value-add for your customers?
  • How can you work with third party providers to build additional customer products and services into your business model and protect your market share against new non-bank players entering the market?
img

Alfonso Ayuso

Chief Innovation Officer
Banco Sabadell

9:40 am - 10:20 am Global Perspective Panel Discussion: Unlocking the value of the branch in the digital era: How can you design and scale new branch formats across your physical network to keep up with evolving customer preferences?

Julia Leckey - Founder Honest Yenny Otero - Head of Design, TSB Slawomir Koziol - Head of Strategy for Branch Network, mBank Andres Cueto - Portfolio Director, Corporate Real Estate, BBVA Compass
  • How can you build compelling business cases for new branch concepts to move from pilot projects to commercialisation at speed?
  • How to take a customer-first approach to branch transformation to maintain the relevance of physical branches as digital-first services increase in popularity
  • How can you design customer-centric spaces around the branch floor that boost your branch networks role in your omnichannel customer strategy?
  • Fast-tracking innovation for future branch networks: How can you devise an agile in-house branch transformation strategy to get branch updates into the market faster? 
  • How can you implement sustainable branch concepts to deliver long-term value for your customers and the wider business?
img

Yenny Otero

Head of Design
TSB

img

Slawomir Koziol

Head of Strategy for Branch Network
mBank

img

Andres Cueto

Portfolio Director
Corporate Real Estate, BBVA Compass

img

Julia Leckey

Founder
Honest

10:20 am - 10:45 am Spotlight on Innovation: How can you best incorporate customer journey mapping into core company processes to deliver a truly customer-first strategy across the entire organisation?

Jakob Aarup Petersen - Global Head of Process Excellence, Danske Bank
  • How to take a customer-first approach to end-to-end business performance monitoring to best identify key pain points across your consumer channels
  • How can you best engage your workforce to embrace a culture of customer-centricity to consistently deliver seamless customer journeys?
  • What technologies are best placed to analyse customer data and provide actionable intelligence on current roadblocks and new opportunities for customer journeys?
  • How can best organise your people and processes to create an agile environment and consistently deliver on new customer concepts?
img

Jakob Aarup Petersen

Global Head of Process Excellence
Danske Bank

10:45 am - 11:25 am Morning Networking Break

Transforming Your CX

11:25 am - 11:55 am Innovation Keynote: How can legacy banks succeed in agile business transformation to build a future-proof roadmap for the business and meet the demands of tomorrow’s customers?

Paul Weller - Head of Digital Transformation, RBS
  • How can retail banks implement agile processes as part of the company culture to increase collaboration between departments and get new products to market at speed?
  • How can retail banks expand their ecosystem of FinTech partnerships to deliver continuous customer value with innovative products and services?
  • How can traditional banks drive agile innovation across the organisation to keep on top of the market as competition in the sector continues to rise?
  • How can increased collaboration between traditional banks and Fintech firms help to further transform the in-branch and online customer experience and drive additional ROI for the business?
img

Paul Weller

Head of Digital Transformation
RBS

11:55 am - 12:15 pm Customer Case Study: How to leverage digital innovations to build a connected banking CX and empower your customers to complete their objectives with greater autonomy

Angela Vanderburg - VP Strategy + Research, Financial Services, Stratacache, Q Division
  • How can you leverage key insights into consumer banking to create a relevant online to offline customer journey that delivers on their main objectives?
  • How to adopt the latest technologies to enable you to create bespoke customer experiences that forge stronger connections with your brand
  • How can you integrate digital-first services around your branch to personalize customer communications and optimize the in-branch CX?
  • Driving ROI from smart signage: How can you create compelling content that drives customer curiosity and increases product engagement
img

Angela Vanderburg

VP Strategy + Research, Financial Services
Stratacache, Q Division

12:15 pm - 12:35 pm Future Focus: Designing for prosperity: How to implement human-centered design across all touchpoints to make finances tangible for everyday customers

Dan Makoski - Chief Design Officer, Lloyds Banking Group
  • How can you create a global ‘design language’ that cuts across your physical and digital customer proposition to provide connected experiences?
  • How can you truly design for people to create memorable experiences and succeed in your in-branch transformation projects?
  • How to design new concepts and services that drives business value and delivers on the interests of wider society?
img

Dan Makoski

Chief Design Officer
Lloyds Banking Group

12:35 pm - 1:05 pm Guest Speaker: What can you learn from high street retailers to reinvent your in-branch proposition with creative spaces that provide meaningful experiences for customers?

Richard Lems - Director, Format & Design, Rituals Cosmetics
  • How can you craft experiential spaces in-branch to differentiate your brand and deliver memorable experiences that keep your customers coming back?
  • Increasing customer dwell time: How can you introduce in-branch events that encourage customers to engage and interact with your products and drive customer activity?
  • Turning your branch into a social hub: How can you build a customer community around your branch network with additional services to increase your presence in the competitive marketplace and keep your offering front-of-mind?
  • How can you launch new branch services that offer real value-add and provide customers with more reasons to come in-branch?
img

Richard Lems

Director, Format & Design
Rituals Cosmetics

1:05 pm - 2:15 pm Networking Lunch Break

1:05 pm - 2:15 pm Branch Transformation Think Tank: Establishing the Future of Retail Banking

Open to 20 Head’s of Branch Transformation Only - Lunch and Drinks to be served*

Tracks

Connecting CX with New Digital Concepts 

2:15 pm - 2:55 pm Case Study Revolution: Leveraging human-digital customer concepts: How can you best trial and launch new innovations to validate new concepts and successfully scale digital-first services across your online and physical network?

Maurice Lisi - Head of Multichannel and Customer Experience, Intesa Sanpaolo
  • How can you build a strong cultural foundation at the centre of all digital transformation projects to ensure your brand values are embedded in all of your customer offerings?
  • Succeeding in the digital leadership race: How can you determine which customer-facing digital concepts will offer real value-add to your in-branch and online customer proposition?
  • What is the best way to test new digital services to cater for the wide range of consumer banking preferences?
  • How can you successfully adapt digital concepts to compliment every type of branch format across your physical network?
img

Maurice Lisi

Head of Multichannel and Customer Experience
Intesa Sanpaolo


2:55 pm - 3:35 pm Case Study Revolution: How can you take a customer orientated approach to digital design to deliver a connected experience across every stage of the omnichannel journey?

Visal Ozten - Manager, Alternative Delivery Channels, Albaraka Türk Katılım Bank Marie Katherine Jensen - Service Design Lead, Danske Bank
  • How can you best launch user friendly mobile apps to support your customers 24/7 with digital services? 
  • Transforming digital with biometrics: How can you build personalised security functions into your digital applications to provide convenient and secure access for customers? 
  • Designing for consumer lifestyles: How can you build additional functions into your digital customer channels to enable your customers to self serve on a wider range of activities?
  • How can you best link digital banking applications on consumer devices to in-branch technologies to provide connected services on a wider range of financial activities?
img

Visal Ozten

Manager, Alternative Delivery Channels
Albaraka Türk Katılım Bank

img

Marie Katherine Jensen

Service Design Lead
Danske Bank


Building the Future Workforce

2:15 pm - 2:55 pm Case Study Revolution: Building the workforce of the future: How can you best train and support your front-line employees to transform their traditional transactional roles into customer-focused advisors?

Floortje Rasenberg - Managing Director Contact Center, ABN AMRO
  • Increasing staff competencies: What is the best way to train your employees to become universal baking experts and solve any customer query?
  • Succeeding with the human touch: How can you best engage your workforce to adapt to their advisory roles and drive the success of your future banking business model?
  • How can you digitise core company processes and transactional customer activities to empower your workforce to focus on value-add roles for the business? 
  • Boosting NPS scores: How can you drive a cultural shift across your workforce to ensure colleagues are adapting to changes in customer behaviour and provide real solutions for consumer paint points? 
img

Floortje Rasenberg

Managing Director Contact Center
ABN AMRO


2:55 pm - 3:35 pm Case Study Revolution: Maximising operational efficiencies: How can you revolutionise your workforce with digital support tools to increase communications across your branch network?

Korkut Okay - Head of Branch Operations, Yapı Kredi
  • How can you best employ new technologies to relieve your workforce of low-value activities and free up their time to deliver value-add tasks for the business?
  • How can you mobilise your workforce with digital to optimize customer facing and back office branch processes and empower your staff to drive business transformation?
  • How can digital-first tools transform operational processes to drive more value from your branch network and reduce operating costs?
  • Driving customer experience with operational excellence: How can you introduce greater automation in branch to free up valuable resources to improve customer satisfaction rates?
img

Korkut Okay

Head of Branch Operations
Yapı Kredi


*Open to a maximum of 15 attendees*

2:15 pm - 3:35 pm Creative Boardroom: CX + UX = Consistency – Aligning channels to create meaningful physical + digital branch experiences

Julia Leckey - Founder, Honest Andy Turnbull - Creative Director, Honest Paula Rowntree - Head of Branch Formats & Design, Lloyds Bank
  • How can you implement a customer-first strategy across the business to differentiate your brand with a holistic UX?
  • How to design a cohesive online and offline UX at scale to maintain your brand voice at every stage in the customer journey
  • How to leverage channel agnostic technology to harmonise your physical and digital channels and deliver a connected customer experience
  • How can you best connect your digital and employee-driven services to build the ultimate customer-centric business strategy?
img

Julia Leckey

Founder
Honest

img

Andy Turnbull

Creative Director
Honest

img

Paula Rowntree

Head of Branch Formats & Design
Lloyds Bank


3:35 pm - 4:05 pm Afternoon Networking Break

Rethinking Your Branch Design

4:05 pm - 4:45 pm Case Study Revolution: Boosting brand advocacy: How can you best deliver meaningful products and services in line with changing consumer behaviour to forge long-lasting relationships with your customer base?

Jill Beattie - Program Director, RBS Susan Young - Strategy and transformation, Personal and Premier Banking, RBS
  • Catering for customer convenience: How can you design new in-branch environments that enable customers to complete their goals based on their personal preferences?
  • How can you get the balance right between digital and employee driven services to ensure that every customer is supported online and in-branch? 
  • How can you identify which digital tools are best placed to enable your colleagues to deliver real value-add services for customers?
  • How can you succeed in digital business transformation to build stronger connections with your customers online and in-branch?
img

Jill Beattie

Program Director
RBS

img

Susan Young

Strategy and transformation, Personal and Premier Banking
RBS


4:45 pm - 5:20 pm Case Study Revolution: How can you best determine what level of in-branch automation is best suited to support your customer’s objectives?

Burcu Bacioglu - Product Development Manager and Project Lead, Branch Transformation, Garanti Bank Arzu Dilaver - Head, Workforce Optimization and Service Quality Management, Garanti Bank
  • How can you implement a new  in-branch service models with digital-first tools to enable customers to self-serve with ease?
  • How can you get the balance right between self-serve digital concepts and employee driven in-branch services to best support your customers?
  • How can you leverage fully automated digital services to optimise in-branch efficiencies and free up employee time to best support customer queries?
  • What is the future role of bank branches in an increasingly digital world and how can you best organise your workforce and provide customer-centred services to remain competitive?
img

Burcu Bacioglu

Product Development Manager and Project Lead, Branch Transformation
Garanti Bank

img

Arzu Dilaver

Head, Workforce Optimization and Service Quality Management
Garanti Bank


Empowering Your Workforce with Digital

4:05 pm - 4:45 pm Interactive Interview: Enhancing the customer conversation though digital tool-kits: How can you best equip your front-line employees to increase their product knowledge and provide a tailored CX?

  • Driving customer-employee relationships: How can you implement innovative in-branch technologies to enable front-line employees to personalise customer conversations and deliver a superior CX?
  • Supporting the in-branch service-led environment: How can digital tools reduce the heavy lifting for your branch staff to boost branch productivity and improve customer service quality?
  • How can digital-first tools increase employee access to customer and product information and maximise the value your branch network delivers for your customers?
  • How can you ensure your in-branch technologies are meeting the requirements of your workforce as well as your customer base?
  • Maximising operational efficiencies: How to leverage digital support tools to increase communications across your branch network
  • How can you mobilise your workforce with digital to optimize customer facing and back office branch processes and empower your staff to drive business transformation?
  • How can digital-first tools transform operational processes to drive more value from your branch network and reduce operating costs?
  • Driving customer experience with operational excellence: How can you introduce greater automation in branch to free up valuable resources to improve customer satisfaction rates?

4:45 pm - 5:20 pm Case Study Revolution: How can you best employ new technologies to relieve your workforce of low-value activities and deliver on value-add tasks for the business

  • Maximising operational efficiencies: How to leverage digital support tools to increase communications across your branch network
  • How can you mobilise your workforce with digital to optimize customer facing and back office branch processes and empower your staff to drive business transformation?
  • How can digital-first tools transform operational processes to drive more value from your branch network and reduce operating costs?
  • Driving customer experience with operational excellence: How can you introduce greater automation to free up valuable resources to improve customer satisfaction rates?

*Open to  a maximum of 15 attendees*

4:05 pm - 5:20 pm Creative Boardroom: Capturing the full potential of omnichannel banking: How can you best create a data-driven engagement strategy that connects the dots in today’s multi-touchpoint customer journey?

Slawomir Koziol - Head of Strategy for Branch Network, mBank Piotr Sobiczewski - Branch Transformation Strategist, mBank
  • How can you utilise data insights to fuel customer-centric strategic change across every department in your organisation? 
  • How to best implement data-driven insights into your omnichannel strategy to meet and exceed the needs of your customer base with relevant recommendations
  • How can you best track customer data across your online and offline channels to personalise the experience at every stage of the customer journey?
  • How can you utilise actionable intelligence from data insights to better analyse your customer’s financial history and recommend helpful products and services to support their current financial goals?
img

Slawomir Koziol

Head of Strategy for Branch Network
mBank

img

Piotr Sobiczewski

Branch Transformation Strategist
mBank


5:20 pm - 5:50 pm Future Branches Dragons Den: Examining the latest and greatest innovations for in-branch retail banking- Which new innovations offer true value and should be considered in your future investment plans?

Michael Dooijes - Managing Director, Fintech and Cybersecurity Startupbootcamp Rutger Teunissen - co-founder & CEO, 24sessions Andrew Bud - Founder & CEO, iProov Gideon Drori - CEO & Co-founder, FinCom.Co
Welcome to the Den. Join our industry dragons as they assess the latest in-branch innovations from start-up companies pitching their tech in a bid to win first place. Listen up as the dragons review the technology's benefits to your business, predict their future success and deliver their verdicts. The ultimate decision is in your hands though, as the audience get to vote for their favourite. Will you find the next big thing? 
img

Michael Dooijes

Managing Director, Fintech and Cybersecurity
Startupbootcamp

img

Rutger Teunissen

co-founder & CEO
24sessions

img

Andrew Bud

Founder & CEO
iProov

img

Gideon Drori

CEO & Co-founder
FinCom.Co

5:50 pm - 7:00 pm Chairperson's Closing Remarks & Networking Drinks Reception