registrations on or before 12th February 2016

registrations after 12th February 2016

Financial Institutions* €1,145 + vAt = €1,374 €1,345 + vAt = €1,614

standard rate €1,625 + vAt = €1,950 €1,825 + vAt = €2,190

The Future of Retail Banking: EuropeGaining competitive edge: unleash opportunities forsuccess in the age of innovation

7th & 8th march 2016Vienna marriott hotel, Vienna

Marketforce’s 17th Annual Conference

Carlo VivaldiSEVP-HeadofCEE&DeputyCEOuniCredit bank Austria

Robert mulhallDirector of Retail & Business BankingAib

peter lakataChief Marketing Officer & General ManagerZuno bank

Jakub petrinaChief Marketing OfficerAir bank

Tuomas manninenChief Customer Experience OfficerOp Financial Group

Alex lettsChief Executive OfficerFfrees

Over two days, TheFutureofretailBanking:Europe will bring together 150+ senior representatives from all across Europe. Covering the latest cutting-edge developments across the industry, this is a unique chance to gain real insights into the major transformations that retail banks are undergoing and to take advantage of the digital future.

michal KwiecienHeadofDigitalBankingbNp paribas

harrie VollaardDirector of InnovationRabobank

deniz devrim CengizDirector of Digital BankingTEb

stefano CioffiCommercial & Marketing DirectorWebank

ingrid bocrisHeadofMarketingforInternational Retail Bankingsociété Générale

mindreci dragosDigital Banking DirectorOTp bank

WWW.MArKetForCe.eU.CoM/rbe330

eArlY reGIstrAtIoN rAtes AvAIlAble

Book before 12th Februarytosave€200

The sense of innovation underpinning the two days was fascinating, and left one more optimistic about the industry”Director&GlobalHeadofStrategyImplementation,HSBC

Inspiring topics, good qualified speakers”Senior Business Controller, Rabobank

silVER spONsOR:

Featuring a line-up of CEO and board-level speakers from major retail banks across Europe, this event is an exciting opportunity to gain strategic insights and practical takeaways to stay ahead in a fast-moving and innovative world.

Retail banking continues to be transformed in the face of technological development and new customer expectations. This conference will prepare you to flourish in this new environment, with industry-leaders exploring how to grab the initiative in a dynamic industry.

Join us in Vienna at this must-attend conference to network and learn from your peers at a critical time of change.

TOpiCs TO bE disCussEd:

• Takingadvantageofthepowerofomnichannelandmobile to provide an integrated customer experience

• Fosteringinnovationinyourculturetobecomealeaderin your industry

• Harnessthepotentialofdatatounleashnewinsights

• Thedigitalbranch:amodernexperienceforanewcustomer

• Utilisingtechnologytostayaheadofthecompetition

AIB GroupAir BankAkbankAktif Yatirim Bankasi Anonim SirketiBanca Monte Dei Paschi Di SienaBankofFinlandBanque et Caisse d’Epargne de l’Etat LuxembourgBarclays GroupBNP ParibasCoinifyDanske BankDeutsche BankDeutsche PostbankDigicashEesti KrediidipankEFGBankGroupEris IndustriesErste BankEtelä-Karjalan SäästöpankkiEurobank ErgasiasFfreesFinansbank

FirstInvestmentBankHellenicBankIdea Bank RomaniaING BankIntesa SanpaoloLähiTapiolaNordeaOPFinancialGroupOTP BankOyak BankPermanent TSBPKO Bank PolskiRabobank GroupRaiffeisen BankSambaFinancialGroupSEB GroupSociété GénéraleSwedbankSwedish Bankers’ AssociationTEBUniCreditGroupVirgin MoneyWebankZuno Bank

WhO Will yOu mEET?

Last year’s event was attended by over 180 senior industry professionals from over 90 companies. Companies already registeredtoattendthisyearinclude:

Very good content, good mix of commercial insights, risk and technology, organisational matters”General Manager, KBC Group

Very good combination of presentation/speakers & networking/participants” HeadofGroupStrategicDevelopment,HellenicBank

Very useful, well organised and full of interesting topics & information”Application Architect, J&T Bank

FEEdbACK FROm pREViOusRETAil bANKiNG EVENTs

We are global leaders in influencing customer behaviour to drive revenue and value for

clients. The group offers a unique blend of industry and sector specialistsacrossfourcorecapabilities:Loyalty,LifestyleBenefits, Insurance and Assistance. Over 500 financial services organisations trust us to add value to their customer relationships.www.collinsongroup.com

silVER spONsOR:

15+ COUnTrIESREPRESENTED

5+ HOUrSOFNETWORKING

Join us for a drinks reception in central

Vienna on the evening of day one. Continue

the discussions from the day with your

peers in an informal setting.

dAy 1 - mONdAy 7Th mARCh 2016

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31

09.00 Welcome address by marketforce

09.05 Chair’s opening remarks

preparing for the future – driving banking into a new age

09.10 building the retail bank of the futureCarlo Vivaldi, SEVP-HeadofCEE&DeputyCEO,uniCredit bank Austria

09.30 Creating a truly digital international bank Robert mulhall, Director of Retail & Business Banking, Aib

09.50 Engaging customers in the digital age peter lakata, Chief Marketing Officer & General Manager, Zuno bank

10.10 Advisory session

10.30 P2P

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Panel Discussion

The next steps for success: the future for retail banking •risingcustomerexpectations:howcanbanksrespond?•Whatstepsshouldbankstaketoensuretheyarefuture-proof?•Whatopportunitiesdonewtechnologiesprovidetodeepencustomerrelationships?

•Challengerbanks:howsignificantathreatdotheypose?•Appealingtodifferentsegments:arehighlytargetedservicesnowessential?

•Whatmustbanksdotoremainrelevantinthe21stcentury?Carlo Vivaldi, SEVP-HeadofCEE&DeputyCEO,uniCredit bank AustriaRobert mulhall, Director of Retail & Business Banking, Aib peter lakata, Chief Marketing Officer & General Manager, Zuno bank

11.00 Refreshments

Customer engagement in a digital age

11.30 placing the customer at the core of innovation •Whatexpectationsdotoday’scustomershaveoftheirbank?•Whataretheneedsthatinnovationmustmeet?•Howeffectiveiscustomerideationandcrowdsourcing?•Thepowerofanalytics:modellingcustomerneedsbasedon

dataJosef holböck, General Manager, Raiffeisen Analytik

11.50

P2P

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CaseStudy:AirBank

stimulating customer engagement: creating a bank that people love Air Bank is a Czech bank that was started in 2011 offering an innovative internet service and modern branch network that responds effectively to customer needs. Treating customers as people and not numbers the bank aims to be simple, transparent and accessible. The goal is to have customers who are engaged by the bank’s services, bringing benefits to both them and the bank, and to provide a new alternative to conventional banks. Jakub petrina, Chief Marketing Officer, Air bank

12.10 Future of customer loyaltymark Roper, Commercial Director, Collinson Group

12.30 mobile-Centric digital banking strategy: a roadmap to a leading success story•Bankingfromanywhere:creatingarefreshingbanking

experience with Akbank Direkt•AkbankDirektMobile:enablingthebestcustomerexperience on-the-go

•Integratedmobilebanking–creatingacoordinateddigitaloffering

Nazif bulent parlakol, Vice President, IT Direct Banking Applications, Akbank

12.50 Questions

13.05 Lunch

streams

14.20 The customer journey: creating meaningful interactions •Understandingcustomerbehaviour:designingagreatend-to- end experience •Creatingavenuesforcustomerfeedback:thevalueoflistening•Howcancustomerfeedbackbestbeincorporatedintoproductandservicedesign?

•Ensuringapromptandflexibleresponse:overcomingthebarriers

beyza Koyas,HeadofStrategicMarketing, bNp paribas

14.35 placing the customer at the heart of your omnichannel strategy•Acomprehensiveomnichanneloffer:isthisnowbusinesscriticalforbanks?

•Ensuringcoordinationbetweeneverychannel•Movingfromachannel-focusedtoacustomer-focused

strategy•Imbeddingomnichannelprinciplesintoyourproduct

developmentstefano Cioffi, Commercial & Marketing Director, Webank

14.50 Advisory session

15.10 selling in the digital age: optimising return on new channel investment•Developingadigitalsalesstrategy:whatisthemosteffectiveapproach?

•Creatingresponsivemarketing:usingcustomerdatatobuildfocused campaigns

•Buildingpartnershipswithretailers:whataretheopportunitiesfornewrevenue?

•Howcanyouensuresalesenhanceratherthandamagethe customerexperience?deniz devrim Cengiz, Director of Digital Banking, TEb

15.25 Questions

14.20 Fostering a culture of innovation •Encouraginginnovation:whatstepsmustbankstaketonurturetherightculture?

•Ensuringthatinnovationissupportedwiththerightsystemsand processes

•Creatingcollaborationbothinternallyandwithpartners•Actinglikeastart-up:shouldbanksbehavemorelikechallengers?

michal Kwiecien, HeadofDigitalBanking,bNp paribas

14.40 Advisory session

15.00 Erste hub: a platform for digital banking innovation maurizio poletto, Managing Director of BeeOne and Chief DesigneratErsteHub,Erste bank

15.20 P2P

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Panel Discussion

Facilitating innovation: the opportunities and challenges •Theincubatorapproach:howcanbanksworkmoreeffectivelywithstart-ups?

•Whatarethekeystocreatinganagileandinnovation-friendlyorganisationinternally?

•Understandingsystemschallenges:howcanthesebeovercome?

The Future of Retail Banking: Europe7th&8thMarch2016|ViennaMarriottHotel,Vienna

FOR mORE iNFORmATiON, plEAsE VisiT ThE WEbsiTE AT WWW.mARKETFORCE.Eu.COm/RbE

Creating the modern bank – taking StreamA:advantage of digital channels

StreamB:building an innovative bank

4

5

•Howcanbanksmaximisethebenefitsofcollaborationinternallyandwithpartners?

•Drivinginnovationfromthetop:whatdoeseffectiveboardbuy- inreallylooklike?michal Kwiecien,HeadofDigitalBanking,bNp paribasmaurizio poletto, Managing Director of BeeOne and Chief DesigneratErsteHub,Erste bank

15.40 Refreshments

streams

16.10 Getting value from data: making use of new and existing sources•Howarebankscurrentlyusingdata,andwhataretheopportunitiesforimprovement?

•newdatasources:whichcouldbringthegreatestvaluetobanks?

•Whatisthepotentialoflocation-baseddataandtheinternetofthings?

•Howcanbanksmakebetteruseoftheunstructureddatatheyalreadyhave?

•Overcomingsystemschallenges:whatkindofinvestmentwill deliverthebestrOI?mindreci dragos, Digital Banking Director, OTp bank

16.30 Analytics: the route to becoming a truly customer-centric bank •Howcandataimprovetheprocessofcustomeracquisition?•Usingdatatodefinewhatanidealcustomerjourneyactually

looks like•Buildinganaccuratecustomerprofile-creatingtargeted

services•Individualisedinteraction:howimportantisthisforbanks?Tuomas manninen, Chief Customer Experience Officer, Op Financial Group

16.50 Advisory session

17.10 The future of personal data •Datauseandpersonalprivacy:whatarecustomerexpectations?

•HowarenewEuropeanUniondataprotectionrulesgoingtoaffectbanks?

•Willcustomersstartholdingtheirowndataandwhenwillthishappen?

•Theimplicationsofpersonaldataasatransferableand exchangeable commodity mait Kaselo, Chief of Security and Compliance Officer, Eesti Krediidipank

17.30 P2P

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Panel Discussion

Next steps for optimising your data strategy •Whatcanbanksdotoensurethattheyremainonthecuttingedgeofdataanalytics?

•Whatlessonscanbetakenfromotherindustries?•Theinternetofthings:howwillthisimpactdatastrategy?•Willdataprotectionlawsforceafundamentalrethinkofhowbanksholddata?

•Willcustomerseventuallyholdtheirowndataandwhatmighttheimplicationsbe?

•Howcandatabeusedtogeneratenewrevenuestreams?mindreci dragos, Digital Banking Director, OTp bankTuomas manninen, Chief Customer Experience Officer, Op Financial Groupmait Kaselo, Chief of Security and Compliance Officer, Eesti Krediidipank

16.10 maximising branch performance: conveying the bank’s strategy to the front lineAndreas papadopoulos, HeadofGroupStrategicDevelopment,hellenic ban

16.30 Reinventing the branch for an omnichannel future•Creatingthebranchoftomorrow:whatrolewillthebranchplayintenyears?

•Onechannelamongmany:linkingthebranchexperiencewithother channels

•Sellinginbranches:theroleofthebranchinthecustomer’sproduct selection journey

•Bringingdigitalintothebranch:creatinganomnichannelhubClaudia daffunchio, HeadofBranch&ATMDevelopment,intesa sanpaolo

16.50 Advisory session

17.10

P2P

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Case Study

Speaker to be confirmed

17.30 P2P

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Panel Discussion

banking in the physical world •Howcanbanksensurebranchesareanassetratherthanaburden?

•Shouldbankbranchesactmorelikeproductstoresthanservicecentres?

•Howcanbranchesbestbeusedtoprovideadviceonthebank’sofferings?

•Howcanbranchinteractionsbeintegratedseamlesslywithotherchannels?

•WhatmorecouldbedonewithATMs?•Isthereafutureforthetraditionalservice-basedbranch?•Howcanbranchesbeturnedintocentresfordigitalinnovation?

Andreas papadopoulos, HeadofGroupStrategicDevelopment,hellenic bankClaudia daffunchio, HeadofBranch&ATMDevelopment, intesa sanpaoloFurtherpanellisttobeconfirmed

18.00 Chair’s closing remarks and end of day one, followed by a drinks reception in central Vienna

09.00 Chair’s opening remarks

Transforming banks for the twenty-first century

09.05 how to differentiate through customer experience•Fromcustomersatisfactiontocustomerexperience•Howtoembarkonajourney:frommeasurestoaction•Whatcanbedoneinaheterogeneousenvironment:Africa,

Europe, Russiaingrid bocris, HeadofMarketingforInternationalretailBanking, société Générale

09.25 meeting the moment: creating a bank that is ready for tomorrow’s challenges•Whatexpectationsdocustomersnowhaveoftheirbank?•Howcanbanksstarttomeetthesenewdemands?•Imaginingthefuture:whatdobankswanttolooklike?•Thenewbankingecosystem:remainingcompetitiveagainst

challengersharrie Vollaard, Director of Innovation, Rabobank

09.45 Advisory session

10.05

P2P

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CaseStudy:Ffrees

A new model for banking: placing the customer first Alex letts, Chief Executive Officer, Ffrees

dAy 2 - TuEsdAy 8Th mARCh 2016

FOR mORE iNFORmATiON, plEAsE VisiT ThE WEbsiTE AT WWW.mARKETFORCE.Eu.COm/RbE330

the power of data – StreamC:the bank’s hidden weapon

StreamD:evolving the branch experience

10.25 P2P

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Mobile Voting

The future for banking•newplayersinthemarket:whatcantraditionalretailbankslearn?

•Willbankingbecomeafragmentedindustrysegmentedbycustomerdemographic?

•Willcross-borderM&Aincreaseandsmallerbanksneedscaletoinnovate?

•Servingtheinternationallymobile:iscross-borderbankingthefuture?

•Willlargerbankshavetobecomesmaller,orsmallerbankshavetobecomebigger?

•Howwillcustomerbehaviourchangeinthefaceofincreasedchoice?

•Payments:whatimplicationsdochangesinthissectorhaveforbanks?

Alex letts, Chief Executive Officer, Ffrees harrie Vollaard, Director of Innovation, Rabobankingrid bocris, HeadofMarketingforInternationalretailBanking, société Générale

10.50 Refreshments

innovation and disruption in payments – lessons from the frontline

11.20 payments in the digital age•Howhasthepaymentssectorbeentransformedbydigital?•Whatimpactwillthesechangeshaveontheroleofbankswithinpayments?

•Howcanbanksprepareforthesechangesintheirownindustry?

•Whatcanbanksdonowtobereadyforthefutureofpayments?

Jonathan prince,Co-Founder,digiCash

11.40 Advisory session

12.00 payments innovation at the heart of financial services transformationlysiane back, Vice President, Electronic Banking & Business, bCEE

distributed ledgers – a revolution in banking?

12.20 introduction to bitcoin and blockchain: what are they and how do they work?A blockchain is a distributed ledger that records all previous transactions across every node in the system, the most famous example of which can be found in Bitcoin. The implications of thistechnologyareenormousforanyinstitution–suchasabank–thatactsasatrustedthirdpartyintransactions.Assuchit is vital for all banks to understand how blockchain works so that they can prepare for possible disruption and begin to take advantage of its vast potential to bring increased efficiency to the way financial services function. lasse birk Olesen, Chief Product Officer, Coinify

12.40 P2P

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Panel Discussion

distributed ledgers: a new era for banking •Atransformationinbanking:whatarethepossibleusesofblockchaintechnology?

•Inwhichareasofbankingdothegreatestopportunitiesliefordistributedledgers?

•ImaginingtheworldofblockchainwalletsandP2Plenders:the future role of banks

•Gainingacompetitiveedge:howcanblockchainbeplacedattheheartofinnovation?

•Howcanyouimbedblockchaintechnologyinbankingproducts?

•Whatcanbanksdowithregulatorstomanagetheimplicationsofdistributedledgers?

brian Fabian Crain, HeadofBusinessDevelopment,Eris industrieslasse birk Olesen, Chief Product Officer, CoinifyAdam Vaziri, Elected Board Member, digital Currency Association

13.10 Lunch

innovating through partnerships – cooperating for success

14.25 Working with fintech companies: the opportunities for banks •Howcanbanksworkwithfintechcompaniestoimprovetheirexistingservice?

•Whatlessonsdothesuccessoffintechfirmsprovideforbanks?

•remainingatthecuttingedge:howcanbanksinternalisethefintechapproach?

•Collaborationbetweencapitalholdersandinnovators:thefuture for banking

Guido poli, HeadofMarketIntelligence,banca monte dei paschi di siena

14.45 Advisory session

15.05

P2P

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Case Study

Speaker to be confirmed

15.25 Questions

15.40 Chair’s closing remarks and end of conference

8

7

6

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RElATED EvEnTs

20:20 Customer Experience:Financial services9th march 2016, londonwww.marketforce.eu.com/cefs211

20:20 Customer Experience:Financial services nordics14th & 15th march 2016, Copenhagenwww.marketforce.eu.com/cxnordics211

The Future of Digital Banking:Asia Pacific15th & 16th march 2016, singaporewww.marketforce.eu.com/digibankingasia211

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registrations on or before 12th February 2016

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The Future of Retail Banking: Europe7th&8thMarch2016|ViennaMarriottHotel,Vienna

To register your place, please visit the website at www.marketforce.eu.com/rbe330 or fill out the below form and return to info@marketforce.eu.com.Foranyqueries,pleasecall+44(0)207 760 8699.

Very good content, good mix of commercial insights, risk and technology, organisational matters”General Manager, KBC Group

Very good combination of presentation/speakers & networking/participants”Head of Group Strategic Development, Hellenic Bank

Very useful, well organised and full of interesting topics & information”Application Architect, J&T Bank

CODE: AB208