Conference Day One - Tuesday 23 January

8:00 AM - 9:00 AM Morning Refreshment and Registration


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Matthew Read

Managing Director, Regional Sales & Distribution Head Asia Pacific & EMEA
Citibank

Rethinking your Branch Network: Human Centered Design to Attract & Retain Customers

9:10 AM - 9:50 AM Future Tech vs. Human Touch in the Branch- How Do You Strike the Right Balance?

Matthew Read, Managing Director, Regional Sales & Distribution Head Asia Pacific & EMEA , Citibank
There’s no question that companies 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? Leading sales activity of 10,000+ frontline FTE plus the physical branch & ATM network across Asia Pacific & EMEA, Matt will share the lessons learned from driving sales productivity & revenue across Citi Priority, Citigold & Citigold Private Client segments with the digitisation and transformation of the branch network.

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Matthew Read

Managing Director, Regional Sales & Distribution Head Asia Pacific & EMEA
Citibank
• Making the customer the focal point of all interactions and channels
• Designing and delivering intuitive, easy-to-use and interesting customer services that personalize every interaction at the branch
• Orchestrating services through multiple channels – continuously, consistently, and in the right context
• Utilizing insights from the data collected during customer interactions and transactions at the branch

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Daniel Ling

Manager, Experience Design, Biz Transformation
NTUC Income
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Vijayakumar Subramaniam

Vice President, Process Innovation & Customer Experience
Affin Bank Berhad
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Haresh Hiranandani

Vice President- Digital Initiatives- PMP & ASQ Six Sigma
Kotak Mahindra Bank
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Fahd Bin Amjad

General Manager-Retail Banking Group
Oman Arab Bank
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Oryan Ang

Distribution Journey Manager Consumer Banking Group, Singapore
DBS Bank Ltd
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Vikas Singhvi

Head - Customer Service & Branch Banking Opertions
ICICI Bank

10:30 AM - 10:50 AM Speed Networking



10:55 AM - 11:30 AM Morning Networking & Refreshment Break



11:30 AM - 12:00 PM The Winning Formula for Omnichannel Banking and the Digital Branch

Kaiesh Vohra, CEO and Co-Founder, Lucep
Consumer visits to retail bank branches are forecasted to drop 36% by 2022, so banks must meet them where they are. Furthermore, customers that engage with your bank across multiple channels have proven to be worth over 210% more than those engaged over a single channel. Simply following up with abandoned applications for various products in a timely way can convert over 40% of them. The omni-channel capabilities leading in and out of a digital branch delivers a much more robust sales funnel.
This session will cover the changing needs of the banking customer, how to manage your channels in a cost effective way, and how to migrate more of your customers to digital banking. It will include case studies of major banks that have achieved outstanding ROI by enabling multiple channels for their retail branches, and the possibilities of the future bank branch modeled under a hub and spoke design.

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Kaiesh Vohra

CEO and Co-Founder
Lucep

12:00 PM - 12:40 PM Digitising retail branches to enhance customer experience and increase branch profitability

Vikas Singhvi, Head - Customer Service & Branch Banking Opertions, ICICI Bank
A new banking paradigm and the entry of Generation Y customers is putting pressure on banks to reinvent their branches and redefine the role of the teller. As India’s largest private sector bank (by consolidated assets), ICICI Bank, has reworked its branch concept to drive customer engagement and interactions, focussing on accessibility and cost effectiveness by digitising the branch processes and empowering the customer. This has also resulted in increasing the branch efficiency and making the branches paper-less. Vikas will take you through how they have achieved the transformation and the challenges encountered.

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Vikas Singhvi

Head - Customer Service & Branch Banking Opertions
ICICI Bank

Best Practice Branch Transformation

12:40 PM - 1:40 PM Networking Lunch



1:40 PM - 2:20 PM Success and Failures – Lessons from the Three-Year Transformative Journey of Oman Arab Bank Branches

Ibrahim Gailani, Head of Branch Transformation , Oman Arab Bank
Changing market dynamics and fluctuating oil prices in the country have driven OAB to reassess its business model. The bank is now expanding its retail services through 65 branches. In the past three years, Ibrahim has been leading the transformation of the physical branches, from layout redesign to furniture selection, from FusionBanking Essence to Smart ATMs. The newly opened and upgraded branches will deliver a consistent banking experience across all channels - helping the bank to attract new customers as well as retain and grow its existing client base. Corporate and retail customers will benefit from consolidated account statements across their whole portfolio and tailored offerings from the bank. The branch has seen the introduction of a meet and greet facility with streamlined queuing system, video walls for bank news, private customer service spaces with multimedia screens for a more personal interaction, together with digital signature pads and ID Card readers within the advisory station design. Each new look branch has a separate ‘Elite’ reception, lounge and Elite Relationship Manager office to give premium customers an elegant and private experience that is memorable. The branch transformation combines elements of design, form and function and aims to elevate the customer experience leading to better service.

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Ibrahim Gailani

Head of Branch Transformation
Oman Arab Bank

2:20 PM - 3:00 PM Achieving Branch Optimization through Digitisation - the SCBK Retail Banking Story

Ryan Jong Hoon Kim, Head of Retail Banking Segments & Digital, Standard Chartered Bank
- Developing and implementing the tool: the first 100% STP and paperless tablet PC based sales and service platform, Retail Workbench
- Enhancing branch network with Retail Workbench: award-winning new branch layout “bank# & bank desks” leveraging the alliance partnership with a major retailer
- Realizing full digitization of traditional branches based on Retail Workbench: next generation branch design for unique digital client experience and staff productivity improvement.


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Ryan Jong Hoon Kim

Head of Retail Banking Segments & Digital
Standard Chartered Bank

3:00 PM - 3:30 PM Afternoon Networking & Refreshment Break



Transforming the Traditional Branch to Serve Complex Financial Advisory Services and Personalized Experiences

3:30 PM - 4:10 PM Empowering Branch Personnel for Enhanced Customer Relationship Management

Maria Cecilia A. Mulimbayan, Vice President - Branch and Wealth Center Head, Universal Bank to East West Bank
• Positioning the branch as a sales channel by placing front-line Personnel closer to customers for stronger engagement
• Utilizing process automation and digital orchestration to optimize turn around time (TAT) and service-level agreements (SLAs) to boost positive customer experience
• Using real-time information in branch operations/workflow to detect process bottlenecks and implement immediate corrective solutions/actions to increase sales activity via cross selling and improve overall branch profitability
Using digital channels to personalise the sales and service offered to customers

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Maria Cecilia A. Mulimbayan

Vice President - Branch and Wealth Center Head
Universal Bank to East West Bank

4:10 PM - 4:20 PM Closing Remarks from Chairperson & Close of Conference Day One