Conference Day Two - Wednesday 24 January
8:30 am - 9:00 am Morning Refreshment and Registration
9:00 am - 9:10 am Opening Remarks from the ChairpersonGareth Jude - Retail Industry Executive, Chief Marketing Office Telstra
The Role of Physical Branches to Support Digital Strategy
9:10 am - 9:50 am Rebuilding Competitive Advantage through a Branch Service Evolution Strategy that engages Digital Native CustomersGareth Jude - Retail Industry Executive, Chief Marketing Office Telstra
Consumer adoption of digital technologies has seen transaction volume in many service based retail industries moving online and the role of the physical branch being questioned. In this presentation you will see examples from around the world that demonstrate how the physical branch can become even more relevant in a digitally disrupted environment as well as hear the story of Telstra’s own evolution of its flagship branch in Sydney.
9:50 am - 10:20 am We Were Bankers – A View From 2021Ben Thorpe - Managing Director, Asia Pacific GLORY
The unstoppable rise of technology has driven significant change in the way banks chose to interact with their customers. Every day brings the next greatest “Fintech” innovation.
Given this, how should we focus our technology investments to deliver the branch model of the future? Or should we be focused on something else? What will our customers value in the future?
Ben ThorpeManaging Director, Asia Pacific
10:20 am - 10:50 am Morning Networking & Refreshment Break
10:50 am - 12:10 pm Interactive Roundtable Discussion Groups
Delegates will get the opportunity to select two topics, each led by an expert for a 40 minutes discussion. Discussion groups are deliberately kept small size of 10 people to ensure that all delegates get the opportunity to ask their most pressing questions, thereby guaranteeing a perfectly tailored experience.
Roundtable A: Creating CustomerJourney Mapping
Roundtable B: Picking the Right Automation to Fit YourBranch
Roundtable C: Transforming Your In-StoreT echnology
Roundtable D: Achieving Omni-channelPersonalization
Roundtable E: Adopting Smart ATMs
Roundtable F: Virtual Assistants in the Branch
12:20 pm - 1:20 pm Networking Lunch
1:20 pm - 2:00 pm Reinventing Branches to Focus on Relationship BuildingKartina Sury - VP, Head of Customer Strategy & Experience PT Prudential Life Assurance Indonesia
Gone are the days when branches represented a one-size-fits-all solution for all demographics and services. The onset of digital has resulted in a bifurcation of the banking environment. While self-serve digital channels cater to transactional activities, branches provide relationship-based activities that require proximity. Recent research indicates that 90% of consumers prefer face-to-face advice for complex products. This session will explore how to refocus branches to advisory services and more personalized services.
Kartina SuryVP, Head of Customer Strategy & Experience
PT Prudential Life Assurance Indonesia
2:00 pm - 2:40 pm Avoid Bright Shiny Object Syndrome: Using Technology the Way Your Customer Needs ItHaresh Hiranandani - Vice President- Digital Initiatives- PMP & ASQ Six Sigma Kotak Mahindra Bank
Buying the latest tools doesn’t necessarily mean they are right for your customer-how can you ensure you have an end-game when investing in tech? Learning objectives include:
• Make sure you understand the needs of your business
• Taking care to invest in solutions, not gimmicks
• Investing in things that drive engagement, not just flashy things with no purpose
Haresh HiranandaniVice President- Digital Initiatives- PMP & ASQ Six Sigma
Kotak Mahindra Bank
2:40 pm - 3:10 pm Afternoon Networking & Refreshment Break
3:10 pm - 3:50 pm Digitizing with a Human Touch to Make Your Branches as Differentiating Physical AssetsSachin Rajat Sharma - Group Head, Pricing & Portfolio, Retail Deposits Standard Chartered Bank
There’s no question that financial institutions who embrace technology are seeing an improvement in their customer experience and bottom lines. However, human interaction is still incredibly important to today’s customer. How can you balance advancements in technology and self-service with the human element? Sachin will reveal how Banks can work to maintain this balance and achieve a personalized, easy and fun experience for their clients.
Sachin Rajat SharmaGroup Head, Pricing & Portfolio, Retail Deposits
Standard Chartered Bank