Marketforce

The Future of Retail Banking

Innovating for a new era: industry leaders debate how best to meet evolving customer demands.

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200+ attendees

in 2013

representation from
100+
companies

20+
countries

 

2014 promises to be a dynamic year for retail banks – the sector needs to adapt and innovate to compete with new entrants, adjust to dramatic changes in consumer behaviour, and adhere to new regulation.

 This 17th annual The Future of Retail Banking will bring together high-street banks, including Barclays, Lloyds, and Santander, along with industry disruptors, to provide a balanced outlook in this new climate for retail banking. As one of the industry’s leading events, this conference regularly attracts over 200 attendees from the UK and further afield to discuss the latest challenges and opportunities within the retail banking industry.

Speakers:

View all speakers »

Key reasons to attend:

  • Hear from Barclays, Lloyds, RBS and Santander on their visions for the future
  • New entrants, including Metro Bank, Atom Bank, and Zopa will discuss innovative models
  • Evaluate how the customer relationship is evolving 
  • Find out about the challenges facing digital and branch channels 
  • Network at our evening drinks reception


'It's important that people in the industry take the time to consider what the future will look like. The Future of Retail Banking conference gives people that opportunity by bringing together a wide variety of speakers who passionately share their experiences and thoughts.'
- Steve Pateman, Head of UK Banking, Santander

'A broad range of topics covered, covering most if not all of the current themes in retail banking. Expertise came through from the speakers along with some valuable practical experiences'
- Jonathan Hall, Chief Executive Officer, Saffron Building Society

Steve Pateman
Steve Pateman

Head of UK Banking

Santander

Catherine Kehoe
Catherine Kehoe

Managing Director, Brands and Marketing

Lloyds Banking Group

Chris Popple
Chris Popple

Managing Director of Digital Banking

Royal Bank of Scotland

Steven Cooper
Steven Cooper

Head of Personal and Business Banking

Barclays

Andrew McMullan
Andrew McMullan

Director Customer Analytics & Decisioning

Royal Bank of Scotland

Nigel Gilbert
Nigel Gilbert

Chief Marketing and Communications Officer

TSB

Chris Brindley
Chris Brindley

Managing Director - Regional Banking

Metro Bank

Nick Kennett
Nick Kennett

Director of Financial Services

Post Office

Anthony Thomson
Anthony Thomson

Chairman

Atom

Ricardo Forcano
Ricardo Forcano

Managing Director, Strategy and Corporate Development

BBVA

Michael Dooijes
Michael Dooijes

CEO, MyOrder

Executive Director, Head of Strategy & Innovation, Rabobank

Jonathan Hall
Jonathan Hall

Chief Executive Officer

Saffron Building Society

Giles Andrews
Giles Andrews

Chief Executive Officer

Zopa

Deniz Güven
Deniz Güven

Senior Vice President of Digital Channels

Garanti Bank

Sean Park
Sean Park

Supervisory Board Member

Fidor Bank

Adrian Kamellard
Adrian Kamellard

Chief Executive Officer

The Payments Council

Jon Matonis
Jon Matonis

Board Director

Bitcoin Foundation

Julian Hynd
Julian Hynd

Director of Retail

NS&I

Peter Temple
Peter Temple

Operations and Human Resources Director

Cumberland Building Society

Print Programme Download Brochure

Day 1

View details »


09:00

Welcome address by Juliet Knight, Director, Marketforce

09:05

Chairman’s opening remarks

Session One: Looking towards the horizon: the next decade in retail banking
09:10

Cultural revolution: focusing banking strategy on the customer

Catherine Kehoe
Catherine Kehoe

Managing Director, Brands and Marketing

Lloyds Banking Group

09:25

Succeeding in a new regulatory environment

Speaker to be confirmed

09:40

Achieving the omnichannel vision: meeting 21st century demands

Steve Pateman
Steve Pateman

Head of UK Banking

Santander

09:55

Advisory Session

10:15

Panel discussion

Leaders’ Forum

  • What major challenges lie ahead for retail banking?
  • Is there a need for a fundamental cultural change within the sector?
  • The impact of new entrants and branch sales – how is competition changing?
  • What impact will ring-fencing have on the savings and loans markets?
  • End of the free lunch – will banks start charging for current account services?
  • To what extent has the Current Account Switching Scheme affected loyalty?
  • How can banks remain profitable while providing a high quality of customer service?
  • How is banking evolving to adapt to 21st century demands?
Catherine Kehoe
Catherine Kehoe

Managing Director, Brands and Marketing

Lloyds Banking Group

Steve Pateman
Steve Pateman

Head of UK Banking

Santander

Sean Park
Sean Park

Supervisory Board Member

Fidor Bank

10:45

Refreshments

Session Two: The next phase of digital banking
11:15

Delivering a seamless service through digital channels

  • Creating a seamless customer experience through omnichannel 
  • The next step: cross-selling products through mobile and tablet apps
  • What does the future hold for digital banking innovation? 
Chris Popple
Chris Popple

Managing Director of Digital Banking

Royal Bank of Scotland

11:35

Atom – the UK’s first truly digital bank

Atom is due to be launched next year, and claims to it will be the UK’s first truly digital bank. Anthony Thomson will discuss the bank’s ambitions for providing an exemplary customer service, purely through digital channels, without the need for physical branches.

Anthony Thomson
Anthony Thomson

Chairman

Atom

11:55

Taking advantage of the opportunities in m-commerce

  • The value of collaboration in developing m-commerce solutions
  • How should banks be developing their m-commerce propositions?
  • To what extent has m-commerce disrupted the existing payments ecosystem? 
Michael Dooijes
Michael Dooijes

CEO, MyOrder

Executive Director, Head of Strategy & Innovation, Rabobank

12:15

Advisory Session

12:35

Questions

12:40

CASE STUDY: Paym

Payments Council launched Paym earlier this year, a P2P payments solution which enables users to transfer money using just a mobile number. Having already secured collaboration of nine major UK banks and building societies, Paym is pitted to be a universal solution to P2P payments. Adrian Kamellard will explore the app’s success so far, and his predictions for future payments innovation.

Adrian Kamellard
Adrian Kamellard

Chief Executive Officer

The Payments Council

13:00

Questions

13:10

Lunch

Session Three: Streams
Stream A: Customer loyalty Stream B: Building the digital bank
View full stream » View full stream »

14:25 Case study: A retailer’s perspective

14:45 Advisory Session

15:05 Rewarding existing customers to prevent switching

Jonathan Hall

Chief Executive Officer

Saffron Building Society

15:25 Ask the Experts

15:45 Refreshments

14:25 Paving the way for digital: creating an agile infrastructure

14:45 Social evolution: banking for “Generation Z”

Deniz Güven

Senior Vice President of Digital Channels

Garanti Bank

15:05 Advisory Session

15:15 Drawing lessons from digital-only banking: BBVA’s acquisition of Simple

Ricardo Forcano

Managing Director, Strategy and Corporate Development

BBVA

15:35 Questions

15:45 Refreshments

Session Four: Creating better customer experiences
16:15

The value of customer-centric design

  • The importance of repeated observation and continuous improvement
  • How can ethnographic research be used to deepen customer understanding?
  • Using customer experience labs to observe consumer behaviour
  • How can customer insight be used most effectively to transform products and services?
Julian Hynd
Julian Hynd

Director of Retail

NS&I

16:35

Advisory Session

16:55

Questions

17:00

Analytics in action: improving customer experiences

  • Which new data sources have the potential to provide greatest insight?  
  • How useful and usable is data drawn from social media?
  • What impact is new European Union regulation on data ownership likely to have?
  • From marketing to channel strategy: where can analytics bring the biggest gains?
Andrew McMullan
Andrew McMullan

Director Customer Analytics & Decisioning

Royal Bank of Scotland

17:20

Questions

17:25

Chairman’s closing remarks

17:30

Drinks reception

Day 2

View details »


09:00

Chairman’s opening remarks

Session Five: Charting the new banking era
09:25

Opening keynote address

Making a commitment to banking in communities throughout the UK

Nick Kennett
Nick Kennett

Director of Financial Services

Post Office

09:45

Questions

09:50

Rethinking the way we bank

  • Building customer loyalty through a return to local banking
  • Creating a banking culture that customers can trust
  • Using the community-based model to minimise risk
Nigel Gilbert
Nigel Gilbert

Chief Marketing and Communications Officer

TSB

10:10

Advisory Session

10:30

Questions

10:35

Adapting to the changing customers requirements and an evolving banking landscape

  • Creating a personalised customer service through regional banking
  • Move to mobile: leading the way on the take-up of digital banking
  • How can smaller players innovate to compete with encumbants and new entrants? 

Peter Temple
Peter Temple

Operations and Human Resources Director

Cumberland Building Society

10:55

Ask the Experts

Delegates will now form groups at their tables to devise a single critical question to be answered by our expert speakers.

Speaker to be confirmed

11:10

Refreshments

Session Six: Innovation in branch banking
11:40

Case study: Barclays: future-proofing branch banking

Barclays: future-proofing branch banking
In creating a more flexible and accessible banking service for their customers, Barclays aims to develop a suite of innovative and sustainable future-proof branches by 2017. For example, the bank has piloted branches in Asda stores, enabling customers to do their banking alongside their weekly shop. Steven Cooper will explore how intuitive technology enables better customer service by empowering people to do their everyday banking quickly, confidently and effortlessly.


Steven Cooper
Steven Cooper

Head of Personal and Business Banking

Barclays

12:00

Advisory Session

12:20

Questions

12:25

Case study: Metro Bank: the banking store

Metro Bank’s concept of a “store” is a radically different approach to branch banking in the UK, with a strong focus on offering an exemplary level of service for its “fans”. Chris Brindley will outline the future for branches (Stores for Metro Bank), and how the current model can be adapted to meet customer expectations in a new era for banking.

Chris Brindley
Chris Brindley

Managing Director - Regional Banking

Metro Bank

12:45

Questions

12:55

Lunch

Session Seven: Disruption models: challenges and opportunities for banks
14:10

CASE STUDY: M.Paisa

Vodafone have developed M.Paisa, which enables users to deposit funds as airtime and pay bills through their mobile without needing a bank account. The concept has seen widespread success throughout India, Romania, Kenya, and further afield. Could this form of disintermediation by telecoms companies pose a real threat to incumbent banks more globally?

Speaker to be confirmed

14:30

Interview: Bitcoin

  • An update on the now: what is the current status of Bitcoin?   
  • What impact have high-profile collapses of exchange s had on consumer trust?
  • Is the security issue for Bitcoin an irresolvable problem?
  • What function do bitcoin ATMs serve, and will they bring Bitcoin into the mainstream?
  • What potential does programming blockchain hold for transactions?
  • How will Bitcoin continue to evolve in future?
  • Is there a role for banks in the Bitcoin revolution?
Jon Matonis
Jon Matonis

Board Director

Bitcoin Foundation

14:50

Advisory Session

15:10

Questions

15:15

CASE STUDY: Zopa

Zopa is the UK’s leading P2P lending service. To date, it has helped savers lend more than £483 million in P2P loans. Giles Andrews will explore how P2P lending is set to develop over the coming years and the implications for banking.   

Giles Andrews
Giles Andrews

Chief Executive Officer

Zopa

15:35

Brainstorming Session

The impact of disruptive banking models
In this session, delegates will brainstorm how business models explored above could reshape the banking industry. A representative from each table will then feed their conclusions back to the room.   

15:55

Chair’s closing remarks

In 2013, over 200 delegates had the opportunity to network with representatives from the top banks across the UK and beyond. Just think who you could meet at the 2014 event. With well timed refreshment breaks and a drinks reception organised for the evening of day 1 this events offers an excellent opportunity to network with your peers.

Companies that attended in 2013 include:

Abanka Kofax
AIB Laan & Spar Bank
Aimia Lifestyle Services Group
ALM Brand Bank Lloyds Banking Group
Avelo Macmillan Cancer Support
Aviva Mapa International
Bank of England Marlin Financial Group
Bank of Ireland MasterCard
Banka Celje Metro Bank
Banque Internationale à Luxembourg MIDAS Manchesters Investment Agency
Barclays Group Moneysupermarket.com
Baringa Partners National Australia Group
BCS Consulting National Savings & Investments
BGL Group Nationwide
bpost bank NICE Systems
Callcredit Norwich & Peterborough Building Society
Capita Consulting Nova Kreditna Banka Maribor
Cardlytics Penser Consulting
Ceska Sporitelna Post Office
CheBanca Priority Travel Group
Close Brothers Group Prometeia
Clydesdale Bank Promontory Financial Group
Computer Weekly Protectoria
Computerworld PwC
CREALOGIX QMatic
Credit Libanais Realex Payments
CSOB RESPONSE
Customer Buyology Royal Bank of Scotland
Danske Bank UK Royal National Institute For The Blind
Equifax RR Donnelley
Equiniti Saffron Building Society
ERGO Insurance Salesforce.com
Erste Bank Santander
Experian Saudi Investment Bank
EY Schuberg Philis
Fidor Bank Skipton Building Society
Financial Conduct Authority Skye Bank
Finextra Sopra Group
Fujitsu Standard Life Group
Funding Circle Sword Apak
Gallup Teleperformance
Garanti Bank Temenos
Global Reviews The Epoch Times
Goallover Thunderhead.com
Golden Charter Transversal
Hearsay Social Triodos Bank
HSBC Bank Ulster Bank
Huawei Technologies UniCredit Group
Impact Executives / Harvey Nash Group PLC Visa
Information Builders UK Voiance
Intelligent Environments VoiceTrust
Invest Northern Ireland Vseobecna Uverova Banka
iRise Western Union
ITSector Williams Lea
JSC Citadele Banka WNS Global Services
Jumio Yseop
 

Below is a sample of job titles that attended the event last year:

Executive Director Head of E-Business
Alternative Delivery Channels Manager Head of Group Relationships
Area Manager, Retail Banking Head of Marketing
Business Architect Head of Personal Products & eChannels
Chief Executive Officer Head of Retail and SME
Chief Marketing Officer Head of Retail Products and Business Development
Chief Production Officer Head of Strategic Marketing
Commercial Director & Member of the Management Team Head of Strategy & Relationship Management
Competitor Intelligence Analyst Head of UK Banking
Customer Service Director Managing Director Personal Banking
Group Head of Retail Banking and Branches Division Managing Director, Digital Banking
Deputy Retail Assets Director, Product Marketing and Segments Marketing Manager
Director of Commercial Risk Member of the Management Board, Retail  Business
Director of Retail Mobile Channel Manager
Director Telephone Distribution Product Management
Global Strategic Marketing Manager Research and Innovation Manager
Group Head of Corporate Development Retail Competition & Regulatory Strategy Director
Head of Business and Application Architectcure Senior Communications Manager
Head of Communications Senior Digital Manager
Head of Community Intelligence Senior Manager - Performance Market & Insight
Head of Customer Analytics Senior Manager Mobile & Digital Strategy
Head of Customer Innovation & Perception Senior Marketing Manager
Head of Digital Customer Experience  Senior Propositions Manager
 

If you would like to find out more about this event please docontact us via email or by calling +44 (0)20 7760 8699.

Exhibitor

Salesforce

www.salesforce.com

Salesforce.com is the world’s largest provider of customer relationship management (CRM) software.

Salesforce1 is the new social, mobile and cloud customer platform built to transform how companies sell, service and market for the Internet of Customers. It is the first CRM platform for everyone—developers, ISVs, end users, admins and customers—to go social, mobile and cloud. Now every company can connect with their customers in a whole new way and unlock greater levels of growth, innovation and success.    

 

Sword Apak

www.sword-apak.com

Sword Apak (part of the Sword Group) has 35 years’ experience of providing specialist financial systems to the global asset finance and UK banking sectors. Our products have been designed by in-house financial software specialists, utilising their extensive knowledge and long-term experience of working within the financial services industry. Our specialist teams work with business and IT leaders to help translate their strategic business agendas into IT initiatives and solutions that measurably improve performance.

www.sword-apak.com

 

Media Partners

bobsguide

www.bobsguide.com

bobsguide is the premier financial IT solutions network, connecting financial IT buyers with suppliers. On bobsguide, financial IT suppliers from across the globe interact with IT, treasury and financial professionals and exchange information about robust, practical financial systems and software. bobsguide has over 55,000+ members, 3,100+ vendors and features the latest financial technology news, RSS feeds, jobs and event announcements. www.bobsguide.com

 

Card & Payments World

www.cardworldonline.com

Card & Payments World newsletter has been providing in depth information on the global payments industry for over 20 years.

It searches out the stories you won't find elsewhere, featuring interviews with industry experts and CEOs, plus country and industry reports with original sourced data.

Subscriptions include an online daily news service, email alerts, and monthly printed newsletter.

All industry sectors are covered including mobile and internet payments. Through its association with sister publications Fraud Watch and Loyalty, Card & Payments World also provides coverage of card fraud, data security, loyalty, marketing and customer analytics.

Information: www.cardworldonline.com or email maxine@cm-media.net

 
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