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


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

Neelkant Rawal - Head of Digital Platform, HSBC
Izzidin Abusalameh - Chief Operating Officer, United Arab Bank
  • 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


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


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


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

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

Katherine Wolfe - Head of Business Transformation, NAB
  • 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

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


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

Patsy Wang - Vice President, Business Transformation, Group Consumer Financial Services, OCBC
  • 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

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