Retail Banking in Europe
Marketforce and the IEA’s 13th Annual Conference: Discuss strategies for a sustainable and profitable future with the leaders of Europe's most innovative banks
13th & 14th March 2012, Hotel Le Plaza, Brussels
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Conference Agenda
Print ProgrammeTuesday 13 March 2012, Hotel Le Plaza, Brussels
Day One
Chairman’s opening remarks

Ronald Fons
Global Head of Financial Services, Huawei TechnologiesThe prospect for European economies: forecasts and predictions details
- Examining the indicators: what is the outlook for European economies?
- What impact will deficit reduction programmes have on economic growth in Europe?
- What are the long-term implications of the sovereign debt crisis for the Eurozone?

Jean-Paul Betbeze
Chief Economist, Credit Agricole
Jean-Paul Betbeze
Chief Economist, Credit Agricole
Biography
Chief Economist and Head of Economic Research, Member of the Crédit Agricole SA Executive Committee
- Professor, University of Paris, Panthéon-Assas,
- Member of the Prime Minister’s Economic Analysis Council,
- Chairman, Late Payment Intelligence Unit("Observatoire des délais de paiement"),
- Secretary to the Board, Foundation for World Agriculture and Rural Affairs (FARM),
- Member of Strategic Council for Sustainable Agriculture and Agri-food
- Member of the Cercle des Economistes, of ICBE (International Conference of Bank Economists), of the Scientific Committee of the Robert Schuman Foundation, the Académie du Béarn, and of COPEIAA (“Council for European and International Prospective Analysis of Agriculture and Food”).
EDUCATIONAL
- Graduate of the Ecole des Hautes Etudes Commerciales (1972),
- Post-graduate diploma in the Science of Organizations (1974),
- Doctorat d'Etat in Economics (1979),
- Supplementary Dissertation in Economics (1980),
- Agrégation des Facultés de Sciences Economiques (1984).
FORMER ACTIVITIES
- Special Advisor to the Chairman and to the Chief Executive Officer of Crédit Agricole SA (2003-2005), Head of the Crédit Lyonnais Economic and Financial Research Division (1989-2003),
- Former Chairman, Economic and Financial Affairs Commission, UNICE (Union des Confédérations de l'Industrie et des Employeurs d'Europe), SEP (Société d’Economie Politique), and AFEDE (Association Française des Economistes d'Entreprise),
- Former Secretary General, SEP (Société d’Economie Politique), and AFSE (Association Française de Science Economique)
- Professor, University of Franche-Comté (1984-1987), Senior Lecturer, Universities of Caen (1980-1983) and Amiens (1983-1984), Lecturer at the University of Paris IX Dauphine (1974-1980).
Questions
SESSION ONE: COMPETING SUCCESSFULLY IN A CHALLENGING MARKET
Strategic Discussion Forum details
In this session leading players within the retail banking market will briefly outline their views on a strategic or competitive challenge to kick off a wider debate amongst the three panellists. Questions will be taken from the floor throughout.
Discussion One: Winning the battle for wealth: how can banks attract the most profitable customers?

Erika Fattori
Head of Community Intelligence, UniCredit GroupDiscussion Two: Engaging with tomorrow’s customers: what innovation in digital channels is needed?

Anders Carlström
Head of Internet Bank, SEBDiscussion Three: Diversifying self-service offerings: how can banks generate revenue through virtual branches?

Ronald Fons
Global Head of Financial Services, Huawei TechnologiesDiscussion Four: What impact will digital developments have on banks’ ability to build relationships and cross-sell?

Ashley Machin
Digital Banking Director, Lloyds Banking GroupRefreshments
SESSION TWO: THE CHANGING ECONOMIC AND BANKING LANDSCAPE
Developments in the retail banking market: the bank analyst’s perspective details
- How will exposure to the sovereign debt crisis affect banks’ performance?
- Meeting Basel III capital requirements: how will banks fare and who will be the winners and losers?
- Will we see further consolidation and divestiture as banks struggle with higher capital requirements?
- Are we likely to see the arrival of new entrants and how will they shape the market?
Speaker to be confirmed

Leigh Goodwin
Bank Analyst, CitigroupResponding to change and remaining competitive in today’s challenging environment details
- What are the key challenges and mega trends shaping retail banking?
- What steps are needed to comply with growing regulatory pressure and complexity?
- Successfully managing change: reorganising the business post-merger or divestiture
- What customer experience and channel innovation is necessary to meet changing expectations?

Peter Fawcett
UK & European Head, Retail & Commercial Banking, TATA Consultancy Services
Peter Fawcett
UK & European Head, Retail & Commercial Banking, TATA Consultancy Services
Biography
Peter Fawcett leads the Retail & Commercial Banking consulting practice for UK & Europe at TATA Consultancy Services (TCS) with over 20 years consulting and transformation experience across the Financial Sector. His clients include a number of leading banks, infrastructure providers and new entrants to the banking space both in the UK and across Europe. He focuses on applying the lessons learnt from other sectors to help financial services organisations respond to the rapid changes occurring in the marketplace. He has worked extensively not only for financial services organisations, but also for retailers, Telcos and Hi Technology firms. Prior to joining TCS, Peter spent 10 years at KPMG/ Atos Consulting.
Questions
Lunch hosted by FIS
SESSION THREE: FOCUSING ON MOBILE PAYMENTS
Session chairman’s opening remarks

Dr. Adrian Gluck
EVP and Chief Operating Officer, Apollo Enterprise Solutions
Dr. Adrian Gluck
EVP and Chief Operating Officer, Apollo Enterprise Solutions
Biography
Adrian Gluck began his career as a systems engineer with Exxon Corporation. He then became chief information officer for a large insurance company, after which he launched a company that became leading provider of auto fleet leasing systems with worldwide clients including Avis and Hertz. Gluck currently serves as Chief Operating Officer of Apollo Enterprise Solutions, Inc., a leading provider of digital banking technologies. He holds patents and patents pending for several technologies including digital imaging, mapping systems, web indexing, ecommerce systems, trading cards and memorabilia. His technologies have helped generate sales of over $3 billion to date. Gluck is the author of the bestselling book "Business Warrior". He holds industrial engineering, MBA and PhD degrees, and he is a Registered Professional Engineer.
Understanding the value of m-payment for the customer details
This session will examine the level of consumer demand for m-payments, with results from mobile contactless payment rollout trials. Banks, card schemes and telecoms companies are currently piloting localised proximity payment initiatives across Europe to test capability and demand. A representative of Visa will outline the results of these before discussing plans for widespread adoption.

Mariano Dima
EVP Marketing & Products, Visa Europe
Mariano Dima
EVP Marketing & Products, Visa Europe
Biography
Mariano Dima was appointed new Executive Vice-President Marketing & Products at Visa Europe in December 2006.
In this role he is responsible for advertising, marketing, sponsorships and product development for Visa Europe.
Dima was previously European Marketing Vice President for Levi Strauss & Co., based in Brussels. He was responsible for consumer marketing, trade marketing, public relations, digital and CRM for the iconic Levi's brand.
An experienced international marketer, he has held a number of senior marketing positions with leading global brands. These include Head of Consumer Segments Strategy worldwide at Vodafone Group PLC, and Head of International Marketing & Business Development at Pentland Group PLC (Owners of Speedo, Berghaus, Lacoste and Ellesse brands).
He started his marketing career at PepsiCo International where he worked for more than 8 years in the US and Latin America. An Italian/Argentinean national, Mariano speaks Spanish, Italian, Portuguese and English. He has a degree in Industrial Engineering from Universidad de Buenos Aires.
October 2009
For further information or a photograph, please contact:
Corporate Communications Department
Visa Europe
Tel: +44 (0)20 7937 8111
Case Study: Akbank SendMoney App - Successfully launching an m-payments app: transforming the habits of customers

Galip Tözge
Executive VP, Director of Retail Banking, AkbankThe building blocks for a successful mobile payments strategy details
- Do today’s mobile banking and m-payments offerings meet the expectations of banks and customer alike?
- Charting the rapid advance of mobile financial services: when will mobile fulfil its potential as a truly disruptive technology?
- Deploying next generation m-payments efficiently and effectively: the importance of a platform approach
- Case studies on the benefits and challenges to implementing a successful mobile strategy

Andres Fontao
Executive Mobile Banking Consultant, ClairmailCASE STUDY: iDEAL Mobile: m-Payments: leveraging the online banking channel details
As consumers increasingly buy goods and services through Smartphone and tablet devices, banks must respond by making it easier for their customers to make secure payments through mobile. In this session Max Geerling will give a presentation on the iDEAL mobile payments method developed by the Dutch banking community, and what the benefits have been for banks, consumers and merchants alike.

Max Geerling
Head of Card & iDEAL Payments, Currence
Max Geerling
Head of Card & iDEAL Payments, Currence
Biography
Since 2011, Max Geerling is Head of Cards and iDEAL Payments at Currence, the owner of the Dutch electronic payment products and online payments system iDEAL.
Following his study in computing science, Geerling started his career as a researcher and architect.
From 2002, he held a management position at a software & electronics engineering company, where he was responsible for projects in e-payments, mobile payments and payment terminals.
Next, Geerling was a managing consultant, acting in various roles and projects, most recently concerning SEPA products and cards (acquiring & processing).
Geerling holds a PhD in Computing Science from the University of Nijmegen.
Panel Discussion: The future direction of mobile payments details
- How can banks influence the development of standards and roll out of m-payment technologies?
- Which m-payments business model will emerge as the most dominant?
- What new revenue streams does m-payment offer banks?
- Will consumer adoption justify the level of investment necessary?
- What new competitors are likely to emerge within the m-payments space?
Further panellist to be confirmed

Mariano Dima
EVP Marketing & Products, Visa Europe
Mariano Dima
EVP Marketing & Products, Visa Europe
Biography
Mariano Dima was appointed new Executive Vice-President Marketing & Products at Visa Europe in December 2006.
In this role he is responsible for advertising, marketing, sponsorships and product development for Visa Europe.
Dima was previously European Marketing Vice President for Levi Strauss & Co., based in Brussels. He was responsible for consumer marketing, trade marketing, public relations, digital and CRM for the iconic Levi's brand.
An experienced international marketer, he has held a number of senior marketing positions with leading global brands. These include Head of Consumer Segments Strategy worldwide at Vodafone Group PLC, and Head of International Marketing & Business Development at Pentland Group PLC (Owners of Speedo, Berghaus, Lacoste and Ellesse brands).
He started his marketing career at PepsiCo International where he worked for more than 8 years in the US and Latin America. An Italian/Argentinean national, Mariano speaks Spanish, Italian, Portuguese and English. He has a degree in Industrial Engineering from Universidad de Buenos Aires.
October 2009
For further information or a photograph, please contact:
Corporate Communications Department
Visa Europe
Tel: +44 (0)20 7937 8111

Galip Tözge
Executive VP, Director of Retail Banking, Akbank
Max Geerling
Head of Card & iDEAL Payments, Currence
Max Geerling
Head of Card & iDEAL Payments, Currence
Biography
Since 2011, Max Geerling is Head of Cards and iDEAL Payments at Currence, the owner of the Dutch electronic payment products and online payments system iDEAL.
Following his study in computing science, Geerling started his career as a researcher and architect.
From 2002, he held a management position at a software & electronics engineering company, where he was responsible for projects in e-payments, mobile payments and payment terminals.
Next, Geerling was a managing consultant, acting in various roles and projects, most recently concerning SEPA products and cards (acquiring & processing).
Geerling holds a PhD in Computing Science from the University of Nijmegen.

Andres Fontao
Executive Mobile Banking Consultant, ClairmailRefreshments
Bank 2.0: Upgrading your online channel and engaging with customers

Jouk Pleiter
Chief Executive Officer, Backbase
Jouk Pleiter
Chief Executive Officer, Backbase
Biography
Jouk Pleiter is CEO and co-founder of Backbase, a software company that delivers Bank 2.0 portal solutions to financial services institutions around the globe. Backbase has offices in New York City and Amsterdam and its software is used by leading institutions such as: ABN AMRO, AIG, Barclays, Bank of America, Deutsche Bank, ING and UBS. Before Backbase, Mr. Pleiter was president and co-founder of Tridion, one of the world’s leading WCM software vendors, later acquired by SDL and renamed SDL Tridion. Before Tridion, Mr. Pleiter co-founded Twinspark Consultancy, one of the first interactive web agencies in the Netherlands. Mr. Pleiter holds a Master of Business Administration degree from the University of Groningen.
Questions
SESSION FOUR: SOCIAL MEDIA IN BANKING: DEVELOPING AN EFFECTIVE STRATEGY
Case Study: BNP Paribas - Engaging with customers effectively across multiple social media channels details
This session will explore how BNP Paribas engages successfully with customers through Facebook, Twitter and YouTube, as well as through the bank’s own blogs and forums. It will examine how social media can be used to improve communication with the customer, strengthen relationships, and increase customer satisfaction.

Virginie Fauvel
Director of Online Banking, BNP ParibasCase Study: Bank of Ireland - Effectively servicing customers and increasing satisfaction through social media details
- Responding to complaints and handling queries through social networks
- Dealing with negative feedback posted through social media
- Using social media as an effective crisis management tool

Kevin Murphy
Head of Retail Strategy, Development & Efficiency, Bank of IrelandPanel Discussion details
- How can social media be used as an effective marketing tool?
- Improving customer services: is social media an appropriate channel for handling complaints?
- How can banks deepen relationship with their customers through social media?
- Is social media transformational or just another part of the multi-channel mix?

Virginie Fauvel
Director of Online Banking, BNP Paribas
Kevin Murphy
Head of Retail Strategy, Development & Efficiency, Bank of IrelandChairman’s closing remarks and end of day one
Drinks reception hosted by Tata Consultancy Services
Wednesday 14 March 2012, Hotel Le Plaza, Brussels
Day Two
Chairman’s opening remarks

Richard Fraser
General Manager, Retail Banking EMEA, FIS
Richard Fraser
General Manager, Retail Banking EMEA, FIS
Biography
Richard began his retail banking career as a management trainee with Northern Rock in the 1980's and joined the Nottingham Building Society/Bank of Scotland joint venture which launched Britain's first home-banking service in 1984. In the 1990's he first worked for FIS in sales and marketing roles before joining IBM to head its newly formed core banking solutions unit. Rejoining FIS in 2009 he is responsible for professional services, support and service delivery for the company's largest European clients.
He completed his banking examinations in 1980, was awarded the Northern Rock prize for Development & Marketing and was runner-up in the 1982 Birmingham Trophy.
Looking ahead to the bank of the future: providing reliable, transparent financial services

Hans van der Noordaa
CEO Retail Banking Benelux, INGQuestions
SESSION FIVE: THE CHANGING REGULATORY LANDSCAPE AND ITS IMPACT FOR BANKS AND CONSUMERS ALIKE
What impact will stricter regulation and capital requirements have on retail banking activities?

Lars Sjögren
Deputy CEO & Head of Business Dev, Sweden, Danske Bank“Change as usual” for banks: dealing with increasing regulatory complexity whilst focusing on delivering value to customers details
In this session Andy Fincham will discuss how today's banks are operating in an increasingly complex and evolving regulatory landscape and how ‘change as usual’ must replace ‘the new normal’ as a paradigm. He will examine what cooperation is needed for banks to build and run the non-differentiating functions that will enable them to focus on delivering value to their customers.

Satish Wadhwa
Sales Director, Banking & Financial Services, Wipro Technologies
Satish Wadhwa
Sales Director, Banking & Financial Services, Wipro Technologies
Biography
Satish has 14 years of IT industry related experience in Banking & Capital Markets and has been with Wipro Finance Solutions SBU for the last 9 years across various roles in the Banking & Capital Markets verticals right from Solution Design, New business development, Account Management, Client Engagement and Sales Leadership focused in the UK-European region. He is currently the European Business Head for Sales in Banking & Financial Services, leading a multi-cultural team across Europe. Prior to this role he was the Client Partner for Citigroup for Europe. In this role, he was part of the core team that shaped and partnered for a multi-year, global core banking rollout program. Additionally, he was instrumental in the CitiGroup Meerbusch Datacenter acquisition by Wipro as also in setting up a near shore delivery center at Warsaw, Poland. In the recent years, he has also co-managed vertical initiatives in specific proactive solutions that we are undertaking in the European Banking & Capital Markets space.
Encouraging competition and strengthening consumer protection

Irmfried Schwimann
Director for Markets and cases III: Financial Services, European CommissionQuestions
Refreshments
SESSION SIX: BUILDING VALUABLE CUSTOMER RELATIONSHIPS
CASE STUDY: Fidor Bank: Banking with friends: building deeper customer relationships through online communities details
In this session a Matthias Kroener will provide an update on what’s happening in the online world, the latest developments in consumer’s digital behaviour and the consequences for retail banking. Fidor Bank has built an online community to promote interaction and integration amongst its customers and endorses openness and fairness in banking. Its unique model incorporates social media as a core philosophy, rather than an alternative channel; from developing products through crowd sourcing user-generated suggestions to peer-to-peer lending.

Matthias Kroener
Chief Executive Officer, Fidor BankFostering customer trust and protection through an active communication partnership details
- Why trust and security provide the foundation for a valuable retail banking relationships
- Improving customer satisfaction: the importance of faster and better communication
- Providing cost-effective communication across the customer lifecycle: allowing banks to focus on generating revenues

Mike Healey
Sales Director, Adeptra Ltd
Mike Healey
Sales Director, Adeptra Ltd
Biography
Mike Healey is Sales Director at Adeptra, a leading provider of automated, fully interactive consumer communications. Adeptra’s clients encompass the majority of the world’s leading consumer finance organisations including 7 of the leading 10 UK card issuers, 5 of the top 10 North American card issuers, and 4 of the top 5 Australian card issuers.
Mike has been with Adeptra since 2002, helping to shape its award-winning technology and further extending Adeptra’s customer base. Mike has been pivotal in delivering market-leading solutions to the likes of Barclays, Barclaycard, Santander, The Lloyds Banking Group, including both the HBOS and LloydsTSB brands, Co-operative Bank and the Nationwide Building Society.
In 2008 Mike moved to Sydney, Australia where he helped set-up Adeptra’s Asia Pacific operation. Upon his return, Mike was appointed Sales Director and now oversees the acquisition of new customers and applications across the EMEA region.
Prior to joining Adeptra, Mike was Sales Director at a number of high tech companies.
Rebuilding revenue through bancassurance: creating a profitable relationship details
- Meeting customers’ broader financial needs: the advantages of a bancassurance model
- Creating attractive value-added services: what advice are customers willing to pay for?
- Deepening relationships: how do you make customers aware of your wider offering?

Rene van der Poel
Head of International Bancassurance, ERGO InsuranceExpanding consumer relationships through enhanced money service offerings details
In this session Western Union will give a brief presentation before delegates join facilitated discussion groups to consider the questions outlined:

Kevin Keen
Director Global Key Accounts, Western Union
Kevin Keen
Director Global Key Accounts, Western Union
Biography
Kevin Keen is Director for Financial Services & Postal Organisations, Strategic Network & Business Development, for Western Union and based in London. Kevin is responsible for the on-going development of the sales organization to enable a more sales focused acquisition strategy, whilst driving growth through the identification, qualification and acquisition of major bank and postal prospects across the region. This has involved defining sales strategy for major Pan-European and global banks across EMEA. Over the past 10 years, Kevin has demonstrated a solid track record in the field of enterprise payment and transaction management solutions for the banking, financial services and retail industries. Prior to Western Union, Kevin held senior sales positions at eFunds International Limited (now FIS) and S2 Systems International Limited (now ACI).
Peer-to-peer discussion details
- Price, product or service: what do customers value most from their banks?
- How do you identify and attract the most profitable customers?
- Customer acquisition vs. cross-selling: where should banks focus their efforts?
Lunch hosted by Adeptra
SESSION SEVEN: THE NEXT STEPS IN DIGITAL BANKING
Driving mobile and internet banking forward in the digital era details
- What level of complexity and interactivity can be offered through digital channels?
- Developing a more sophisticated digital offering whilst maintaining a user-friendly experience.
- Self-service banking in the mobile world: will banking agents become obsolete?

Joseph Konowiecki
Chairman & Chief Executive Officer, Apollo Enterprise Solutions, Inc.
Joseph Konowiecki
Chairman & Chief Executive Officer, Apollo Enterprise Solutions, Inc.
Biography
Joseph Konowiecki is currently Chairman & CEO of Apollo Enterprise Solutions, Inc. Mr. Konowiecki has been an investor and founder of several other market-leading companies including PriceGrabber.com, Digital Interactive, Media Technologies and U.S.F.C. (United States Football Club). Mr. Konowiecki is a proven executive who was previously an EVP at PacifiCare Health Systems from 2002-2007 and was instrumental in its turnaround and subsequent sale to United Health Group for $9.2 billon.
Mr. Konowiecki was formerly the managing and strategic partner at K&R. He led the firm into becoming 50 + lawyers and his areas of practice included health care, M&A, corporate, securities, and general business. Mr. Konowiecki has led some of the largest healthcare public offerings and mergers in the USA and successfully argued before the U.S. Supreme Court in the case of PacifiCare Health Systems vs. Book, leading to a favorable, unanimous decision by the high court.
Keynote closing address: Engaging with the next generation of customers: examining innovation in mobile and online

Nicolas Moya
Director of Innovation, BankinterQuestions
Chairman’s remarks and close of conference
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