9:00 Opening address and welcome from the Chairman

Dinesh Fernandopulle
Group CIO DFCC Bank
Sri Lanka

9:10 OUT OF THE BOX session: Leveraging on data analytics and CRM for greater customer centricity and branding

• Integrating customer analytics and CRM with marketing strategy for customer segmentation, loyalty and retention
• Case study: How Central Retail Corporation uses CRM strategy to differentiate their customers behavior and desires over the past five past years

Dr. Ton Chirathivat
General Manager - CRM Strategy & Analytics
Central Retail Corporation

9:50 Case study: Formulating an information technology security plan that protects both the bank and customer

• Creating synergies between compliance, risk management and security teams in decreasing duplicated processes
• Learning how to monitor, analyse, detect and respond to cyber-attacks and unauthorised activities online and offl ine
• Evaluating security and encryption technology for safeguarding digital assets

REVENUE GROWTH OPPORTUNITIES

11:00 Online banking: Balancing innovation, security and customer relationships

• How to use technology to deliver high-performing online banking experiences for customer satisfaction and bank differentiation
• How online banking can fill in the gap between product familiarity, usage and reduce ‘time to market’ in introducing new services and functionalities to customers

Ismael R. Sandig Executive Vice President
Retail Banking Group Head
Rizal Commercial Bank Corporation (RCBC)

11:30 Case study: Executing a successful mobile banking strategy – Risks and opportunities

• Propelling mobile banking offering to go beyond ‘online banking’ informative and basic services Integrating mobile banking with sales and marketing processes for increased revenue growth
• How to cost-efficiently integrate the diversity of mobile phones and wireless devices into the banks’ IT platform

Aananth Solaiyappan
Global Product Head - Mobile Banking & Innovation
Standard Chartered Bank

CUSTOMERS’ TOUCHPOINTS

12:00 Gaining a better understanding of the empowered customer

• Benefitting from a 360-degree view of channels and devices for intimate customer interactivity and mobility
• Overcoming the challenge of converging multi-channels
• Empowering the customer through multiple channels and personalised experience

Sandra Stonham
Managing Director, Technology and Operations
DBS Bank

12:30 Growing the bottom line through branch transformation and customer self-service channel

• Innovating branches for increase in staff productivity and space & cost optimisation
• Assessing the ‘value of brand’ for financial viability of branches
• Embracing technology to reduce branch based advisers, increase sales conversion rates and enhance customers’ experience

MOBILE PAYMENTS

2:00 Panel Discussion: Analysing Asian customers' needs and concerns of emerging payment methods and how banks are fulfilling their expectations by the use of technology

• How can banks leverage off the proposed set up of an interoperable NFC infrastructure / TTP in the next-generation e-payment initiative
• How to move the ecosystem forward and bridge existing and new technologies
• How does SEPA affect Asian banks running operations in the SEPA zone or transacting in EUR with European banks?

Panelists:

2:40 Case study: M-wallets: Tap and pay

• Overcoming the complexity of combining payment, offers, and loyalty programmes together
• Finding the right partners - handset manufacturers, mobile network operators, banks and payment networks for a successful collaborative m-wallet initiative
• Discussing the end of physical paper money

Sandeep Indurkar
Head Mobile Payments – Internet Banking & Mobile Banking Group
ICICI Bank

CARD PAYMENTS

3:40 Positioning your business and expand your market share in the card business

• NFC-based payments back with a vengeance?
• Identifying and managing stakeholders expectations and client requirements
• Assessing successful strategies for contactless payments
• Evaluating and deploying smart technologies to reduce cost & increase revenue

4:00 Closing remarks and end of conference