21 - 24 January, 2019
Grand Copthorne Waterfront Hotel, Singapore

Conference Day Two - 23 January Wednesday

8:30 am - 9:00 am Morning Refreshment and Registration


9:00 am - 9:10 am Opening Remarks from the Chairperson


OMNICHANNEL BANKING

9:10 am - 9:55 am PANEL: Integrating Offline and Online Platforms for a Seamless Banking Experience

  • Using data strategically to address diverse customer needs and to invest in the right channels for coherent banking experiences
  • Determining unique customer touch points to attract new and existing users across omnichannels
  • Creating synergies between offline and online channels to develop unified customer journeys
Neelkant Rawal, Head of Digital Platform at HSBC

Neelkant Rawal

Head of Digital Platform
HSBC

Izzidin Abusalameh, Chief Operating Officer at United Arab Bank

Izzidin Abusalameh

Chief Operating Officer
United Arab Bank

9:55 am - 10:25 am Driving Intelligent Customer Interactions Across Branch and Digital Banking

  • Leveraging intelligent automation for lean and reliable operations to deliver unparalleled customer service
  • Facilitating advanced interactions and advisory services using chatbots at lower costs
  • Integrating automated services in simple banking transactions for improved efficiency at a mass level

10:25 am - 11:10 am Speed Networking & Morning Break


BRANCH EXPERIENCE AND CUSTOMER ENGAGEMENT

Roundtable 1

11:10 am - 12:30 pm Personalising the In-Branch Experience

Roundtable 2

11:10 am - 12:30 pm Measuring In-Branch Customer Satisfaction

Roundtable 3

11:10 am - 12:30 pm Robotic Process Automation to Drive Operational Excellence in Branch

Roundtable 4

11:10 am - 12:30 pm The Latest Self-Service Technologies to Empower Customers and Enable Service Excellence

OPTIMISING THE BRANCH EXPERIENCE

12:30 pm - 1:30 pm Networking Lunch


1:30 pm - 2:00 pm Integrating Digital and Human Assisted Channels to Complement the Branch Experience

  • The importance of omnichannel and how it elevates branch interactions
  • Creating synergies between all touch points: Digital, human assisted and hybrid
  • Orchestrating services and interactions across platforms – seamlessly, consistently and in the right context
Sylwia Kulesza, Senior Executive Director, Digital Engagement & Cross-Channel Sales, Group Digital Banking at Standard Chartered

Sylwia Kulesza

Senior Executive Director, Digital Engagement & Cross-Channel Sales, Group Digital Banking
Standard Chartered

2:00 pm - 2:45 pm PANEL: Self-Service vs. In-Person Service: Evaluating User Experience, Service Effectiveness and ROI

  • Comparing customer satisfaction and operational efficiencies across channels
  • Deciding the right strategy for different transactions and services
  • Scaling growth with the integration of humans and machines to impress and win over next-generation banking customers

2:45 pm - 3:15 pm Transforming Branch Experience with Human-Centered Designs

  • Ensuring the customer is the focal point of all interactions and services
  • Applying design-thinking principles to reimagine the branch experience
  • Striking a balance between design, efficiency and customer-centric
Katherine Wolfe, Head of Business Transformation at NAB

Katherine Wolfe

Head of Business Transformation
NAB

3:15 pm - 3:45 pm Afternoon Tea Break

NEXT GENERATION BRANCHES

3:45 pm - 4:30 pm PANEL: Optimising Branch Network Strategy in the Digital Age

  • Deciding on the intent and purpose of branch network and how it fits within the organisational roadmap
  • Designing differentiated services and experiences in relation to market and customer segments
  • Assessing the impacts of a ‘phygital’ world and how it influences branch planning
Patsy Wang, Vice President, Business Transformation, Group Consumer Financial Services at OCBC

Patsy Wang

Vice President, Business Transformation, Group Consumer Financial Services
OCBC

4:30 pm - 5:00 pm Data-Driven Insights to Drive In-Branch Customer Acquisition, Retention and Loyalty

  • The use of data in branch planning, network optimisation and for identifying opportunities in sales and service
  • How will this in turn shape branch designs and core products and services offerings?
  • Further harnessing data to enable instant and informed decisions to elevate branch experience and interactions

5:00 pm - 5:00 pm Closing Remarks from Chairperson & Close of Conference Day Two