DAY TWO-
8:00 am - 8:45 am Registration and Coffee
8:45 am - 8:50 am Welcome Address: Anna Andrews, Content Director, WBR
8:50 am - 9:00 am Chairperson's Opening Remarks
Building Brands and Branches in Today’s Experience Economy
9:00 am - 9:20 am Fire-side Chat: UniCredit’s Transform 2019 Programme: How is UniCredit future-proofing their banking model and aligning their strategy to customer behaviour changes?
Ø Looking ahead: How can banks analyse customer behaviour trends to influence digital investment plans and branch network reduction today and tomorrow?
Ø The future of the branch: What branch formats are succeeding in delivering operational efficiency and high customer net promoter score?
Ø Automation or human: How to combine smarter services in-branch with the human touch
Ø Journey or destination: How to deliver an integrated omni-channel approach
9:20 am - 10:00 am Panel Discussion: Thriving in the era of personalisation: How can you leverage customer insights to deliver tailored banking experiences that increase loyalty whilst reducing the physical footprint?
Ø How to adapt your branch network to appeal to different customer segments with tailored banking experiences that improve customer acquisition and retention
Ø How to tailor products and services to individuals to increase commercial success whilst meeting customer expectations
Ø Predicting customer needs: How to leverage predictive analytics to better understand your customer base and recommend relevant products and services
Ø Exploring EU data compliance considerations: What are the regulatory challenges of using customer data for hyper-personalised targeting, communication and delivery of services?
10:00 am - 10:20 am Spotlight on Innovation: Transforming branches for today’s experience driven customers: How can you re-think the purpose of your physical channel to match the evolving needs of today’s customers?
Ø Designing meaningful spaces: How to build relevant and purposeful customer spaces that increase value-add for customers and support financial decision making?
Ø Building micro-branches for flexibility: How to identify key customer locations that would benefit from a pop-up branch and whether these should be automated digital branches or human-centr
Ø ed advisory centres
Ø Creating informal spaces to enable open dialogue: How to design new formats that change the conversations banks have with their customers to better support consumer goals
Ø How to integrate technology and digital services into physical branches to make banking a seamless experience for customers
10:20 am - 10:40 am Future Focus Keynote: Making the impossible possible: How to realise the full potential of your physical channel by developing an end-to-end transformation programme that will future-proof your branch network
Ø Going ‘phygital’: How to build a winning digital programme for your retail network to better acquire, retain and serve customers across physical and digital channels
Ø Modernising branch concepts in the digital environment: How to future-proof branch networks by developing a mixed model of physical, hybrid and remote human interactions
Ø Transforming human interactions: how to determine the role of the advisor within the omnichannel distribution model
Ø How to shape the rules and functions of in-branch associates to support digital processes and enable long-term change
10:40 am - 11:00 am Out of Industry Keynote: Building brand engagement: What banks can learn from other businesses about harnessing the assets of physical stores and integrating with online touch points to create a differentiated customer experience
Ø Thinking more ‘Omnichannel’: What are the benefits of thinking about the joined up online & offline experiences and what are other businesses doing to create more seamless experiences?
Ø Identifying drivers of customer engagement and purchase decisions: How to examine what motivates in-store visits and how to optimise the experience to better respond to customer needs?
Ø Optimising the role of the smartphone: How to better understand the role of mobile in consumers’ path to purchase and how can you better integrate mobile with your brick and mortar channel to create a connected CX?
Ø Building emotional connections with consumers: What can the financial services sector learn from retailers to build brand values that customers care about?
11:00 am - 11:40 am Morning Break
Transforming Employee Experience Driving Staff Motivation Through New Thinking
11:40 am - 12:20 pm Case Study Interactive: Improving employee engagement and talent retention: How to build an internal employee journey map to improve the staff experience and lower attrition ratesØ Translating customer journey mapping into employee experience: How to use design thinking methodologies to better understand employee journeys, touchpoints and individual personas
Ø How to analyse employee data to understand the biggest pain points in their work journey and provide solutions that mitigate against high employee attrition rats
Ø Integrating front office and back office systems: How to ensure workforce management solutions are effectively joined up with back office systems to improve customer and employee experience
Transforming Employee Experience Driving Staff Motivation Through New Thinking
12:20 pm - 12:40 pm Case Study: Delivering agility at scale: How to support customers on their digital transition to enable reduction in the branch network whilst maintaining customer satisfactionØ For the business and the community: How to reduce the branch network with the community front of mind
Ø Addressing the age gap: How to tailor digital training programmes to support less digitally-savvy in-branch advisors
Ø How to implement an omni-channel strategy with customers who are reluctant to adopt digital
Ø What methods can you deploy to equip in-branch employees to effectively encourage customers to make the shift towards digital channels?
Transforming Employee Experience Driving Staff Motivation Through New Thinking
12:40 pm - 1:00 pm Case Study: Driving digital adoption to increase sales: How to incentivise in-branch staff to educate customers on the benefits of digital tools and products to maintain engagement in-branch and onlineØ How to redesign branch formats and functionalities to enable in-branch colleagues to work with digital assistance?
Ø Building incentive programmes that encourage digital adoption: How can you incentivise staff to acquire and upsell customers through a point based system across your banking channels?
Ø Regulatory considerations: What are the latest EU guidelines on remuneration policies for in-branch sales staff?
Ø Taking a total channel approach: How to equip company leaders and branch managers to train and motivate staff to communicate the holistic channel benefits to customers
Redefining Customer Journeys Personalising the Customer Journey
11:40 am - 12:20 pm Case Study Interactive: Evolving personalised customer messaging: How to build the capabilities and data expertise you need in-house to deliver tailored communications across all customer touchpoints?Ø How can you better handle and use company and customer data to personalise the customer experience from online channels through to the branch?
Ø What technology can you leverage in-branch to send personalised digital messaging in real time to customers?
Ø How to utilise facial recognition technology to enable in-branch colleagues to see customer’s historical data and profiles?
Ø Exploring GDPR: How can you use consumer data regulations to your advantage and provide greater personalisation in your customer communications?
Redefining Customer Journeys Personalising the Customer Journey
12:20 pm - 1:00 pm Case Study Interactive: How can you best leverage in-branch digital signage to deliver targeted messages to customers and successfully cross sell additional financial products?Ø How can you utilise digital screens to run bespoke messages to customers to drive engagement?
Ø Piloting emotional technology: What progress is being made in creating emotional content to increase customer engagement with digital advertising
Ø Making digital signage smarter: How are banks using AI to make digital signage programming more effective?
Ø How can you utilise data analytics for content management to improve customer engagement and boost in-branch sales?
Rethinking Branch Experience * Open to a maximum of 30 attendees
11:40 am - 1:00 pm Creative Boardroom: Transforming branches into marketplaces: How to develop effective marketplaces that offer real value-add for your customersØ Embracing non-traditional partnerships: How to identify the right partners to co-locate your branch network with and what benefits can you expect to derive from these?
Ø What are the drivers and different options of selling non-financial products in-branch to provide added value to customers?
Ø How to re-examine your branch network to ensure branches are in the right place to support different customer segments and in the right geographic location to benefit from the right business partners
Ø The module approach: How to determine the right location and design for pop-up branches to drive the greatest customer footfall
Driving Branch and Digital Banking Excellence * Open to a maximum of 15 Heads of Retail & Branch Banking
11:30 am - 1:00 pm Leadership Boardroom: Winning c-suite investment for new agile branch concepts: How to build a winning business case to secure future funding for your branch transformation plansØ How to define the right metrics to showcase the success of branch transformation programmes in terms of company profits and improving the customer experience
Ø Building agile branches: how to introduce self-organisation at branch level to boost efficiency and how to sell this to country heads of retail
Ø Speaking the language of the c-suite: How to translate data insights into a tangible business case to secure the backing of the senior leadership team
1:00 pm - 2:00 pm Networking Lunch Break
1:00 pm - 2:00 pm 1-2-1 Drop-in Clinics: Re-imagining the ATM channel: How to review machine functionality with CX front of mind and link machines with omni-channel platforms for a seamless experience
These bespoke sessions, run by proven leaders on ATM transformation, provide you with the opportunity to address your specific concerns in the privacy of a 1-2-1 meeting. Book your clinic in advance and tailor the session to meet your specific needs and priorities, prepare your questions for the clinic leader and then benefit from your exclusive 1-2-1 time. You’ll leave your personalised session armed with fresh inspiration, advice and a bespoke, practical toolkit.
Key focus areas can include, but not limited to:
Ø How to best review the customer experience of ATM machines and reshape the UX to increase customer engagement
Ø How to integrate the ATM channel with your wider omni-channel platform to provide a connected banking CX
Ø Adopting smarter ATM’s: What is coming down the pipeline in next generation self-service machines and how should you prepare to reap the advantages?
Ø Reducing branches’ operating costs: Evaluating next generation ATM machines to reduce costs and drive efficiencies across the banking ecosystem
Transforming Employee Experience Empowering Employees
2:00 pm - 2:40 pm Case Study Interactive: Boosting multi-channel expertise and delivery: How to upskill branch advisors in digital processes to support customer migration to online and mobile channelsØ The Digital Journey at Santander Poland: How to build a transformation roadmap to enable long-term and continued change at branch level
Ø Identifying issues on a branch level: How to educate branch advisors on digital tools and systems available to them to drive a better customer experience
Ø Self-service roll outs: How to blend human and digital solutions to free up advisors time
Ø How to create and deploy Omni-channel processes and understanding how channels support each other to deliver best practice CX
Transforming Employee Experience Empowering Employees
2:40 pm - 3:20 pm Case Study Interactive: Solving the culture conundrum: How to change mind-sets of in-branch colleagues across your entire network to enable more meaningful conversationsØ How to work with the wider business leadership team to build culture change projects to help evolve behaviours of in-branch colleagues to focus on customer experience instead of transactional based interactions
Ø Rethinking performance management: How to build a reward scheme based on NPS and customer satisfaction to drive behavioural change across the workforce
Ø How to inspire your colleagues with innovative thinking to build a more autonomous workforce that encourages your employees to thrive
Taking training to the next level: How to build workforce programmes that focuses on cultural drivers, values and behaviour to truly transfor
Redefining Customer Journeys
2:00 pm - 2:40 pm Case Study Interactive: Starting from scratch: How to redesign your customer journey roadmap using customer insights and real-time market researchØ Building a view of the customer across channels: How to extract actionable data insights to build a better view of customer preferences to help create a connected customer journey roadmap
Ø Helping customers’ on their financial journey: How to shift employee mind-sets from sales-first focus to a customer advisory focus
Ø Exploring channel usage from different customer clusters: How to determine whether human-centred interaction or digital-first services are best placed to get the most out of every customer interaction?
Ø Becoming truly Omni-channel: How can you best review your IT infrastructure and CRM system to improve collaboration between your IT and CX teams?
Redefining Customer Journeys
2:40 pm - 3:20 pm Fintech- Friend or foe: How can big banks build strategic partnerships to improve the online, mobile and physical experience?Ø Finding the right match: How to select the right partners that align with your businesses core values and strategy?
Ø How to cultivate an open and collaborative relationship with your partners to drive creative idea generation
Ø How can banks deploy Fintech propositions in-branch to improve the customer experience?
Ø Branch experiences & events: How to build a roadmap of events with partners to boost engagement and customer referrals?
Rethinking the Branch Experience * Open to a maximum of 20 attendees
2:00 pm - 3:20 pm Creative Boardroom: Bringing emotion back to banking: How to make the branch the voice of your brand story and values to increase customer engagementØ Why emotions are a key contributor to the customer experience and how to align them with your commercial objectives
Ø Brands are Human: How to humanise your brand and ensure your branch is the best expression of your organisations personality and values
Ø How the role of your branch differ to the role of other channels in your wider customer experience and what it means for in-branch services
Ø How to build higher engagement with the use of the right sensory experience
Ø How to inspire your cross-department employees and branch advisors to create consistent and powerful experiences
The Next Era of the Branch Network
3:20 pm - 3:25 pm 5 minute transition into track A and networking drinks to be served
3:25 pm - 3:55 pm Future Focus Closing Keynote: Predicting the future of retail banking in 2020 and beyond: What is the future role of the branch in today’s modern banking distribution model?
Hear from Behrang on his predictions for the future trends in retail banking and the role of the branch network. Break into roundtables to share your ideas on where you would like to see the industry and the branch experience in 2025, and collaborate with your peers to build an action plan on how to foster and deploy connected banking excellence.
Ø Meeting consumer needs and expectations in the digital world: What level of increase will we see in digital and remote adoption as the main channel of interaction
Ø The physical footprint: What progress is being made for banks to effectively use advanced analytics to reshape the branch network and build a deeper understanding of customer preferences in micro markets
Ø Revolutionising branch concepts: How will branch formats develop over the next 5 years and will shared workplaces and co-location with other businesses become the new norm?
Ø Building an agile banking model and workforce: Will in-branch human based roles exist by 2030, and if so, what behaviours and mind-set will they need to possess to deliver an agile way of working?
Ø Brick and mortar is here to stay: Will we continue to see a trend towards online brands moving into physical spaces and what are the market trends driving this?
