Pre-Conference Workshops - Monday 22 January

9:00 AM - 12:00 PM Workshop A: Branch Transformation 101: Design the Banking Retail Service Transformation Process Step by Step

Ibrahim Gailani, Head of Branch Transformation , Oman Arab Bank
Technology is rapidly changing the way consumers interact with financial institutions. Data show that the same consumers who embrace the convenience of online and mobile banking still visit the branch—just not as often. To meet changing client needs, branches must provide a more customer-centric experience. At the same time branch transformation must also take the organization's needs into account as well—allowing for cost reductions to support new initiatives, continued growth, and profitability. The branch is not going away, but how business gets done there is changing. When branches shift their focus from time-consuming transactions, they are able to reallocate resources to consultative services that better support customers and generate revenue.In this workshop, you will learn:
• Three steps to help define your strategy to create a more meaningful branch experience
• How technology can streamline basic branch functions—e.g. deposit processing—to free up staff time for more valuable interactions
• How self-service coin machines in the lobby can improve staff efficiency and increase branch traffic

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Ibrahim Gailani

Head of Branch Transformation
Oman Arab Bank

12:00 PM - 1:00 PM Lunch Break



2:00 PM - 5:00 PM Workshop B: Mastering the Branch Customer Relationship Management in the Digital Age

Maria Cecilia A. Mulimbayan, Vice President - Branch and Wealth Center Head, Universal Bank to East West Bank
The physical branch is no longer exclusively at the centre of banking interactions and transactions. A proliferation of digital channels has provided customers with the ability to find information and complete tasks whenever and wherever they want, contributing to a decline of 30% in branch visits over the last three years. There are customer segments who value the customer experience associated with familiar faces and working with people you know. While certain banking products lend themselves to automation, other products such as those pertaining to commercial banking and wealth management perform best with the deeper level of interaction found in branch banking relationships. However how will the new customer relationship management look like in the digital age? How would you grab the key to engage your customer to drive better customer experience and increase revenue for your branch?

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Maria Cecilia A. Mulimbayan

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

5:00 PM - 5:10 PM End of Workshop