Conference Day One: Monday, 15 October 2012

8:15 Registration morning tea & coffee

WINNING OVER THE EMPOWERED CUSTOMER

9:00Keynote: Opening address and welcome from the Chairperson

9:10 Keynote: Embracing innovation and technology to shape your customer engagement strategy

  • Understanding your customers’ banking needs to deliver tailored client value propositions anytime, anywhere
  • Re-establishing the ‘us’ in customer trust
  • Utilising innovation and technology to shape your customer engagement strategy

Sandeep Lal
Managing Director, Consumer Banking Group eBusiness and Payments
DBS Bank

9:50 Thought leaders panel:Leveraging on technology to create an intimate banking experience and increase customer satisfaction

  • Discussing the challenges, IT priorities and IT spending in enhancing customer experience, banking efficiencies and revenue opportunities
  • Getting buy-in from management for technology innovation, project governance and shared IT services
  • Balancing the element of human interaction vs. technological solution in service delivery

Panelists:

Devabalan Theyventheran
Head of Transformation Office and Business, Process Development
CIMB Group

Ramon Abasolo
Chief Technology Officer
Philippine National Bank

Satish Menon
Group General Manager - Digital and Customer Insights
ANZ Banking Group

10:30 Morning refreshments and networking

POWERING BANKS’ BUSINESS PROCESSES

11:10 Case study: Enhancing bank’s operational efficiencies and customer-oriented capabilities with technology

  • Upgrading legacy technology infrastructure and applications for a holistic customer management approach
  • Overcoming the challenges of ‘single customer view’
  • Benefitting from shared services and outsourcing business processes to boost company’s agility, efficiency and overall operational performance

Pradeep Bhanotha
Chief Operating Officer, Global Development Technology Services
Barclays Bank

11:50 Case study: Tackling real time accountability of core banking systems to stay competitive

  • Formulating the business case in modernizing your core banking systems
  • Evaluating scale, sophistication and architect in a buy vs. build decision
  • Getting buy-in from all stakeholders and allocating the ‘right’ people for the team for smooth integration
  • Prioritising and effectively managing project scoop within budget estimates
  • Setting realistic timelines to achieve target go-live date

Dharmaraj Ramakrishnan
Head of Core Banking Unit
ING Vysa Bank

12:30 Lunch and Networking

1.30 Payments as a shared service - Creating synergies by aligning disparate payment services into a common payments engine in a shared services model

Kamesh K
Senior Director Consulting
Cognizant Technology Solutions

2:00 Case study: Moving towards cloud computing: hype or necessity for banks?

  • Evaluating the time, cost and value of cloud computing technology to achieve agility
  • Overcoming barriers related to budget constraints, service management, software licensing and software development
  • How cloud computing will improve fl exibility, performance and cost efficiency

Nahil Mahmood
former Chief Technology Officer
MCB Bank

2.40 Case study: Unveiling best practices in customer engagement

  • Leveraging off CRM to grow revenue through better customer interactions
  • Building customer loyalty and long-term value to drive organic growth
  • Enhancing productivity in branches to reduce operational costs

Bernard Lokasasmita
Head of Service Quality, Operational Excellence & Call Center Retail Banking
Permata Bank

3:10 Afternoon refreshments and networking

DRIVING SOCIAL INTERACTION

4:00 Case study: Leveraging on social media to get customers to do more than ‘like’ and ‘follow me’

  • How is social media viewed by retail banks- adhoc add-on IT feature or a powerful marketing tool?
  • How to capture the wealth from IT savvy gen Y customers for new revenue growth
  • Utilising online forums, blogs, video chats, social networks to drive down communication costs
  • Building online communities to improve brand perceptions, online conversions and promoting new products

Richa Goswami
Group Head, Next Generation Banking, Group Distribution Channels
Standard Chartered Bank

5:00 Chairperson’s Day One closing remarks

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