Tel: +1 212 537 5898 Fax: +1 212 537 5898 Email: info@hansonwade.com
www.retailbankingsummit.com @RetailBankingLatam
A)	 P...
Tel: +1 212 537 5898 Fax: +1 212 537 5898 Email: info@hansonwade.com
www.retailbankingsummit.com @RetailBankingLatam
Latin...
Tel: +1 212 537 5898 Fax: +1 212 537 5898 Email: info@hansonwade.com
www.retailbankingsummit.com @RetailBankingLatam
Latin...
Tel: +1 212 537 5898 Fax: +1 212 537 5898 Email: info@hansonwade.com
www.retailbankingsummit.com @RetailBankingLatam
Latin...
Tel: +1 212 537 5898 Fax: +1 212 537 5898 Email: info@hansonwade.com
www.retailbankingsummit.com @RetailBankingLatam
Latin...
Tel: +1 212 537 5898 Fax: +1 212 537 5898 Email: info@hansonwade.com
www.retailbankingsummit.com @RetailBankingLatam
Latin...
Tel: +1 212 537 5898 Fax: +1 212 537 5898 Email: info@hansonwade.com
www.retailbankingsummit.com @RetailBankingLatam
Latin...
Latin American Retail Banking Summit Miami 26th - 29th May 2014 Priority Code: MKT
Tel: +1 212 537 5898 Fax: +1 212 537 58...
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Latin American Retail Banking Summit

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The Latin American Retail Banking Summit comprises a comprehensive series of case studies and expert insights that will allow you to establish yourself at the forefront of banking channel management in Latin America. At this event you will discover how to deliver the omni-channel customer experience, significantly improve the way you speak to your customers and greatly improve your channel cost management in the process.

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Latin American Retail Banking Summit

  1. 1. Tel: +1 212 537 5898 Fax: +1 212 537 5898 Email: info@hansonwade.com www.retailbankingsummit.com @RetailBankingLatam A) Providing a consistent multichannel experience for your customers and improving the value proposition for your credit card business Vicente Lacambra Segura, Ex Executive Vice President, Customer Experience & Multichannel Distribution, Helm Bank Mariano Reisin, Former Global Head of Retail Centers of Excellence, HSBC and Current Managing Partner, R Group Consulting B) Transform the customer experience: building a roadmap for the omni- channel customer experiencea Manuel Ruben Dueñas, Ex CIO, Banco Falabella Perú Leonardo Dante Iacomoni General Manager Tarjeta Cencosud Argentina Jose Olalla Hevia Global Head of Multichannel Strategy BBVA José Ignacio Zorrilla Head of Electronic Channels Santander Kurt A Schindler Director Financial Education Banco Popular Jorge Ruiz Managing Director, Business Development and Digital Banking Head, Latin America Citibank Flavio Franyuti CEO Crediteka Jose Iturriaga CEO Credito Familiar (Scotiabank) Hampton Castillo EVP & General Manager Banco Promerica Americo Vallenas Corporate Business Intelligence & Planning Director Banco Ripley • Reach your customers anywhere anyhow by developing an integrated omni-channel customer experience strategy: Key insights from Citibank Latin America, BBVA, Banco Santander, Tarjeta Cencosud Argentina, and Banorte • Find new routes to market by driving electronic distribution: Hear industry first perspectives from Crediteka • Radically improve sales and retention through analytics and enhanced loyalty and retention programs: Hear exactly how from Banco Ripley • Revolutionize the customer experience by strengthening the omni-channel and social media strategy through the eyes of the marketer: Case study from Seacoast National Bank and Citibank • Boost sales, reduce channel costs and increase automation by optimizing the efficiency of your channel management: Key lessons from Scotiabank, BBVA and Santander Pilar Montarcé Technology Advisor to the board Banco Provincia de Buenos Aires 18 expert speakers includingBenefits of attending “There are a lot of opportunities in the market and now’s the time to get involved.” Cesar Flores, New Sales Channel Head, Citibank Pre-Conference Workshop: 26th May 2014 Post-Conference Workshop: 29th May 2014 Transform the customer experience by developing an omni-channel customer approach that drives sales and loyalty 26th – 29th May, Miami Program Partner Spotlight Partner
  2. 2. Tel: +1 212 537 5898 Fax: +1 212 537 5898 Email: info@hansonwade.com www.retailbankingsummit.com @RetailBankingLatam Latin American Retail Banking Summit Miami 26th -29th May 2014 The Latin American Retail Banking Summit comprises a comprehensive series of case studies and expert insights that will allow you to establish yourself at the forefront of banking channel management in Latin America. At this event you will discover how to deliver the omni-channel customer experience, significantly improve the way you speak to your customers and greatly improve your channel cost management in the process. Furthermore, you will leave with improved customer insight and communication and better strategic positioning, allowing you to increase market share. You will have the opportunity to benchmark your channel strategy against those of the leading international banks operating in Latin America as well as the leading National Banks. This is a senior level forum for CEOs, General Managers, VPs & Directors of Channel Management & Distribution from Latin America’s leading Banks & Financial Services Institutions. 7 reasons not to miss this summit 1. Drive cross selling and reduce operational costs by optimizing your strategic channel management: Hear how from Banco Cencosud 2. Identify how to transform the way you relate to your customers by developing a customer-centric omni-channel strategy: Hear exactly how from BBVA, Citibank and Santander 3. Optimize your agent network: Identify how to train, incentivize and grow your agent network to significantly increase sales at optimal costs. 4. Optimize customer insight and gain a single view of the customer to deliver a multi-channel customer experience and drive sales: Hear how from Manuel Ruben Dueñas, the Former CIO of Banco Falabella and Banco Ripley 5. Transform your customer retention strategy: Discover how to combine technology, customer insight and the latest program innovation to retain your credit card clients from Banco Promerica 6. Discover how to leverage social media to engage and retain your clients: Gain unique Latin American and North American insights from Citibank and Seacoast National Bank 7. Hear the latest evolutions in mobile money strategy including new B2B approaches: Hear how from Santander This event is for Tier 1, 2 & 3 Banks, Financial Services Companies, Credit Cards Brands, MFIs, Retail Banks & Retailers. You’ll meet: CEOs, General Managers, CIOs, Vice Presidents of Consumer Banking, Vice Presidents of Retail Banking, Vice Presidents of Credit Cards, Vice Presidents of Distribution Channels, Directors of Alternative Channels, Directors of Mobile Channels, Global Head of Multichannel, Directors of Omni-Channel, Vice Presidents of Operations, Director of Middle to Affluent Segments and Vice Presidents of Financial Inclusion. Search groups for Líderes de Retail Banking / América Latina & Brasil to join the online community “Participating allowed us to create an unrivalled network of contacts which enabled us to generate new ideas which we plan on exploring further to make a difference to the way we do business.” COO/CIO Seguros Sura “The quality of the attendees and the quality of the Hanson Wade staff made this event not only excellent value but also an enjoyable experience. Thank you!” Director of Marketing CSC “Enriching. Getting to know how this market works in other organizations and countries has been an excellent experience” Retail Manager Banco G&T Continental Guatemala “I take my hat off to you. You & your colleagues organized an excellent conference. You need to know what an outstanding job you did in getting some key “movers & shakers” into the room which gave them the chance to explore possibilities for collaboration.” Managing Director i3 Advisors “Very good speakers and organization. We will definitely be participating in future events.” Director Nacional Vida “Hanson Wade are fast becoming the deliverers of content and networking in this space.” Principle Omidyar Network Benefits of attending Who should attend? Hear what previous Hanson Wade attendees have to say
  3. 3. Tel: +1 212 537 5898 Fax: +1 212 537 5898 Email: info@hansonwade.com www.retailbankingsummit.com @RetailBankingLatam Latin American Retail Banking Summit Miami 26th -29th May 2014 Miguel Valero Cañas Director of Correspondents & Mobile Channels Banorte Manuel Rubén Dueñas Ex CIO Banco Falabella Perú Jose Olalla Hevia Global Head of Multichannel Strategy BBVA Denise Ehrich CMO Seacoast National Bank Mariano Reisin Former Global Head of Retail Centers of Excellence, HSBC & current Managing Partner, R Group Consulting José Ignacio Zorrilla Head of Electronic Channels Santander Flavio Franyuti CEO Crediteka Vicente Lacambra Segura Ex Executive Vice President, Customer Experience & Multichannel Distribution Helm Bank S.A. Hampton Castillo EVP & General Manager Banco Promerica Jose Iturriaga CEO Credito Familiar (Scotiabank) Dan Latimore Senior Vice President – Banking Practice Celent Miguel has 20 years’ experience in banking, occupying diverse roles in finance, lead sourcing, CRM, credit cards, commercial growth and acquiring business. He works closely with the Committee from the Correspondents Association of Banks in Mexico. Manuel is the former CIO of Banco Falabella Perú, and for the last 9 years was responsible for strategic IT planning and project portfolios. Before that, he was responsible for the area of technology development at E. Wong, leading innovation initiatives and customer services in the retail sector. Over more than twenty years at BBVA, Jose has held many executive positions in areas including Management Information, Wholesale Banking, Strategy, E-business, Innovation, Marketing and Technology. For the last three years he has been the Global CIO of the BBVA Group. Hampton has been Executive VP and General Manager at Banco Promerica De Servicios Multiples since 2002. Previous roles have included Director of Consumer and Business Banking at Banco Global, and Vice President of Residential, Credit Cards and Indirect Business at Citibank. Jose has been at Scotiabank for ten years, where he is currently CEO at Financiera Crédito Familiar. His previous positions at Scotiabank included Country Head for Guatemala, Director of Scotiabank in El Salvador and Vice President of Business Banking. Dan is the Senior VP of Celent’s Banking group and is based in the firm’s Boston office. His areas of focus include consumer behavior, innovation, and technology-enabled strategy. He is a frequent speaker at industry conferences and client presentations. Denise’s responsibilities at Seacoast National Bank include overall marketing strategy, tactics and programs for all lines of business within the bank. Her specialties include strategy, social media, digital media, writing, e-mail campaign management public relations, product launches, brand management, and budgeting. Mariano is a seasoned retail banker with over 20 years of experience. He worked for several banks before joining HSBC for 14 years, and is now the Managing Partner for R Group Consulting, a boutique consulting firm working on retail banking, with a special focus on cards. At Santander, José is responsible for contact centers, Internet and mobile banking, ATMs and third party agents. His previous roles have included Corporate Commercial Director at Telvista, Subdirector of Massive Markets at Telmex and Director of Electronic Banking at Banco Inbursa. Flavio’s previous roles have included Mortgage Executive Director, Audit Executive Director and Human Resources Executive Director at HSBC as well as CEO at Bital Real Estate Group and CEO At Almacenadora Prime SA. Vicente’s focus is on providing and improving a consistent customer experience through all distribution channels, including Contact Center, Online Banking, Mobile Banking, ATMs, and Virtual Hall. He is also responsible for all sales done through the Contact Center and Online Banking. Americo Vallenas Corporate Business Intelligence & Planning Director Banco Ripley Mr. Vallenas has more than 14 years of international banking experience and is currently Director of Business Intelligence & Commercial Planning at Banco Ripley. Previously, Mr. Vallenas has held senior banking positions in Colombia, Mexico and Peru in both local and international banks. Jorge Ruiz Managing Director, Business Development and Digital Banking Head, Latin America Citibank Jorge currently heads Business Development and Digital Banking for Latin America. This strategic function is responsible for transforming Citi to become the premier digital bank in the region as well as generating significant new game-changing business opportunities for the firm. Juan Carlos Alcazar Vice President of Consumer Business & Microfinance Hubs Scotiabank Juan Carlos has led business transformations and marketing campaigns in his country and abroad and has been recognized with an award as the Most Efficient Marketer by the Effie Awards. He has a Masters in Business Administration from the University of Piura – Peru. Kurt A. Schindler Director Financial Education Banco Popular Kurt has worked in the area of financial planning first as an advisor in IDS and later as a financial planner with his own business in Puerto Rico (Financial Planning Group). He has been at Banco Popular for 8 years as the Head of Financial Planning and now as Director of Financial Education. Kurt is currently a PHD Candidate in Financial Planning from Kansas State University. “There are a lot of opportunities in the market and now’s the time to get involved.” Cesar Flores, New Sales Channel Head, Citibank “I consider this one of the best meetings to get to know best practices in the different parts of the region and generate great new contacts that will help us in our daily work.” CEO, BNP Cardif Paribas Leonardo Dante Iacomoni General Manager Tarjeta Cencosud Argentina Leonardo started his retail banking career 22 years ago at Citibank in Argentina. Leonardo is currently the General Manager of Banco Cencosud and is an Industrial Engineer from the Technical University of Buenos Aires. He has an MBA from UCEMA. Enrique O’Reilly Regional Director Americas Temenos Enrique has been Temenos Regional Director, Americas since 2003. Mr O’Reilly previously served as Head of Sales in Temenos London, United Kingdom from 1993. During his tenure, he has led more than 40 core banking implementations globally and enabled the adoption of multi-channel technologies across South America. Pilar Montarcé Technology Advisor to the board Banco Provincia de Buenos Aires Pilar Montarcé is Technology Advisor to the Board at Banco Provincia de Buenos Aires and board member at Red Link S.A. She has previously worked in the Ministry of Economy of Argentina, Mexico, Nicaragua and Santo Domingo, in the World Bank and private banks. Speakers
  4. 4. Tel: +1 212 537 5898 Fax: +1 212 537 5898 Email: info@hansonwade.com www.retailbankingsummit.com @RetailBankingLatam Latin American Retail Banking Summit Miami 26th -29th May 2014 08.30 Registration 09.00 Welcome Address from Nicola Freeman, Retail Banking Summit Director, Hanson Wade 09.10 Opening Comments from Chairman Mariano Reisin, Former Global Head of Retail Centers of Excellence, HSBC & current Managing Partner, R Group Consulting 09.20 Understanding how Banco Cencosud has developed a highly effective and segmented credit card proposition • Exploring the banking market in Argentina • Developing consumer propositions for new segments • Optimizing the use of supermarkets as channels • Using commercial intelligence to significantly improve profitability Leonardo Dante Iacomoni, General Manager, Tarjeta Cencosud Argentina 10.00 Strategic Leaders Panel: Examining what the future holds for the evolution of consumer banking in Latin America Hear key perspectives from Latin America’s banking leaders Jose Iturriaga, CEO, Credito Familiar (Scotiabank) Leonardo Dante Iacomoni, General Manager, Tarjeta Cencosud Argentina 10.40 Speed Networking Coffee will be served after Hanson Wade’s unique Speed Networking Session which is a great opportunity to meet the attendees with whom you would like to have a more in-depth conversation later in the conference. This session is the ideal opportunity to get face to face time with many of the brightest minds working in your field. 11.40 The User Experience in a Multi-Channel World The user experience becomes the key differentiator for financial institutions. Increasingly more entities must provide a consistent and optimal experience at all points of contact to ensure customer retention, and should be able to sell additional products to encourage customer loyalty. Enrique O’Reilly, Regional Director, Americas, Temenos OMNI-CHANNEL BANKING IN LATIN AMERICA 11.50 Benefits of a multichannel strategy in a state-owned bank • The successful experience of Banco de la Provincia de Buenos Aires (BPBA) implementing a multichannel banking strategy • Development of a new strategy to address a behavior change in the bank’s clients as regards willingness to interact with the bank through several electronic channels • Implementation process and results Pilar Montarcé,Technology Advisory Board, Banco Provincia de Buenos Aires 12.30 Exploring the multichannel journey: the next day • Understanding the challenge of a multichannel experience • Covering the end-to-end customer journey • Discussing how to engage customers in digital channels • Measuring the impact: net promoter score Jose Olalla Hevia, Global Head of Multichannel Strategy, BBVA 13.10 Lunch 14.10 Evaluating the growth of the mortgage broker model and evolving online technology to drive direct-to-consumer sales • Evaluating consumer mortgage trends • Developing an online technology platform and understanding how to sell directly online • Establishing how partnerships with banks and financial services institutions function with this type of business model • Understanding the next steps and how this business model is evolving Flavio Franyuti, CEO, Crediteka OPTIMIZE CHANNEL MANAGEMENT 14.50 Exploring the significant case study of Pagomovil from Banorte • Analyzing the first launch of a mass market payment project using mobile in physical and electronic businesses in Mexico • Determining the security of Pagomovil for users to carry out their purchases with maximum security, without the risk of traditional cards Miguel Valero Cañas, Director of Correspondents & Mobile Channels, Banorte 15.30 Afternoon Refreshments TRANSFORM THE CUSTOMER EXPERIENCE AND DRIVE LONG-TERM LOYALTY 16.00 Understanding how Banco Promerica developed a mobile app designed to drive loyalty among high value customers • Exploring the loyalty and promotions program developed through a mobile app • Understanding how customers relate to this app and what the next steps are for increasing engagement • Calculating the ROI and effectiveness of this app Hampton Castillo, EVP & General Manager, Banco Promerica 16.40 Panel Discussion: Determining how to leverage electronic channels to drive sales and significantly improve customer retention • Evaluating customer segmentation and behaviour in Latin America from Mexico down to the Southern Cone • Exploring mobile, mobile apps and Internet in meeting the customer anywhere and anyhow • Evaluating the latest innovations in digital in the region • Evaluating the significance of mobile as a customer acquisition and retention tool Panellists Include: Jose Ollala Hevia, Global Head of Multichannel Strategy, BBVA Jose Ignacio Zorrilla, Head of Electronic Channels, Santander Manuel Ruben Dueñas, Ex CIO, Banco Falabella 17.20 Closing remarks from the chair 17.30 End of day one Day 1 Tuesday 27th May 2014 Keynote Session Panel Session Networking Session
  5. 5. Tel: +1 212 537 5898 Fax: +1 212 537 5898 Email: info@hansonwade.com www.retailbankingsummit.com @RetailBankingLatam Latin American Retail Banking Summit Miami 26th -29th May 2014 08.30 Welcome Coffee 09.30 Opening Comments from Chairman Mariano Reisin, Former Global Head of Retail Centers of Excellence, HSBC & current Managing Partner, R Group Consulting OPTIMIZE THE CUSTOMER EXPERIENCE 09.40 Developing the true omni-channel customer experience • Identifying what the evolution from multichannel to omni-channel looks like in practice • Understanding how to deliver the right experience at each touch point • Determining how to join up the dots through the customer journey Denise Ehrich, CMO, Seacoast National Bank 10.20 Understand how Citibank has developed a highly advanced digital and multi-channel strategy in Latin America • Practical strategies for developing a digital and multichannel approach • Examine the key steps for implementing this strategy • Evaluate the results of this digital and multi-channel strategy Jorge Ruiz, Managing Director, Business Development and Digital Banking Head, Latin America, Citibank 11.00 Morning Refreshments 11.30 No Bank Is an Island: Adapting Retail Bank Business Models to Thrive in a Rapidly Changing Ecosystem • Exploring the profound generational change that Retail Banking is facing • Evaluating how the impact of pressure from outside sources — the economy, regulation, competitors new and old — has ratcheted to a fever pitch, while consumer demands and technology solutions are accelerating the need for new products, services and delivery mechanisms • Determining how nimble entrants challenge banks at the margin, and, increasingly, the core • Understanding these forces are and how they are reshaping the retail banking system in unprecedented ways Dan Latimore, Senior Vice President – Banking Practice, Celent 12.10 Panel Discussion: Developing your social media strategy for retail banking • What’s realistic and what’s not? • How can you use Facebook, Twitter and LinkedIn to strengthen customer service? • How can you build a community based on interests and practice? Panellists Include: Jorge Ruiz, Managing Director, Business Development and Digital Banking Head, Latin America, Citibank Denise Ehrich, CMO, Seacoast National Bank OPTMIZING CUSTOMER INTELLIGENCE, ANALYTICS AND CUSTOMER EXPERIENCE MANAGEMENT 12.50 Achieving a real-time single view of the customer and delivering seamless cross selling • Ensuring your systems can gain access to customer information in real time • Exploring the use of analytics for improving the real time customer experience • Measuring the effectiveness of your systems Americo Vallenas, Corporate Business Intelligence & Planning Director, Banco Ripley 13.30 Lunch 14.30 Achieving a real time single view of the customer by integrating multichannel sales and marketing • Understanding how to draw on data from mobile, internet, branches, agents, call centers and email to gain one single view of the customer • Determining how to interpret this data effectively Manuel Ruben Dueñas, Ex CIO, Banco Falabella MAKING MOBILE BANKING WORK 15.10 Ensuring customer experience and consistency throughout all distribution channels • Understanding the fundamental concepts including consistent user experience offload to electronic channels and income and savings • Establishing the ground rules including centralize, standardize and improve • Providing a consistent multichannel experience for customers based on the 5 vital rules Vicente Lacambra Segura, Ex Executive Vice President, Customer Experience & Multichannel Distribution, Helm Bank 15.50 Afternoon Refreshments STRATEGIES FOR THE BASE OF THE PYRAMID 16.20 Understanding how Scotiabank is transforming their business approach to work effectively with the base of the pyramid • Understanding the difference between consumer and credit cards and the true base of the pyramid approach • Determining how this strategy is developing across Latin America Juan Carlos Alcazar, Vice President of Consumer Business & Microfinance Hubs, Scotiabank 17.00 Financial education in Puerto Rico – Banco Popular’s experience • Understanding the demographics and economics of Puerto Rico • Financial education – Banco Popular’s vision • The program: from the classroom to the town hall to the internet, in person, in videos, on the air • Assessing measures of success and impact, and considering the future direction of the program Kurt A. Schindler, Director Financial Education, Banco Popular 17.40 Final Wrap Up Panel Discussion This session will be fully interactive and will enable participants to reflect on their key learnings. Participants will ask be asked to state one thing they have learnt that they will be able to take back and put into practice. Hosted By: Mariano Reisin, Former Global Head of Retail Centers of Excellence, HSBC & current Managing Partner, R Group Consulting 18.10 End of Conference Day 2 Wednesday 28th May 2014 Keynote Session Panel Session Networking Session
  6. 6. Tel: +1 212 537 5898 Fax: +1 212 537 5898 Email: info@hansonwade.com www.retailbankingsummit.com @RetailBankingLatam Latin American Retail Banking Summit Miami 26th -29th May 2014 Come prepared to work because you will be breaking into 3 groups (Moniline Businesses, Full Banking offering and Retailers venturing into Cards). You and your team will have the chance to put this methodology into practice in the second part of the workshop. As you come together in your group, you will be given a market and some basic information and guided to review and assess: • Your target market (existing and potential) and your Value Proposition • What are you offering today? Options to improve your value proposition and working out if selection, use, preferences and retention are aligned • Channels - Multiple Channels vs Multichannels. • Do you have the right channels for your segment and offer? • Managing activities vs managing results • Your income streams and proven ways to improve them • What are the key processes you need to be great at? • Do you have the resources to deliver on what you are trying to build? • Who are your strategic partners? • How you spend your money and how you could review it to improve it and align it to your goals • Tools to assess your market and look for opportunities Mariano Reisin is a seasoned retail banker with over 20 years of experience. Originally from Argentina, he worked for several banks before joining HSBC for 14 years, the last 10 of which he has held international positions in Singapore, Thailand, Mexico and a global role from London. He managed all products P&Ls, headed the marketing and retail banking departments, sales and distribution channels. As Global Head for Retail Banking and Wealth Management Centers of Excellence, he was in charge of the target operating model for retail banking operations. He is now the Managing Partner for R Group Consulting, a boutique consulting firm working on retail banking, with a special focus on cards. Workshop leader Mariano Reisin Former Global Head of Retail Centers of Excellence, HSBC & current Managing Partner R Group Consulting Workshop A Part 2: Improve the value proposition for your credit card business - Implement a proven strategic positioning model You will leave this morning session with unique insights and new tools enabling you to: • Understand the impact each individual member of the company or institution has on customers when an excellent and distinctive service is provided • Identify and ensure a consistent, positive and unique experience • Become an icon of service: which features remain in the customer’s mind and generate remembrance? • Generate a positive service and experience when dealing with difficult situations, and maximize the customer experience both internal and external • Identify the principal reasons that make customers leave the brand, understand the cost to the company, and identify actions to prevent customer churn • Consolidate and migrate the customer experience to the company strategy at all points of contact with the customer Based in Bogota, Vicente’s focus is on providing and improving a consistent customer experience through all distribution channels, including Contact Center, Online Banking, Mobile Banking, ATMs, and Virtual Hall. He is also responsible for all sales done through the Contact Center and Online Banking. His expertise includes the multichannel customer service experience, post-sales and product implementation, project management, process improvement and banking operations. Helm Bank S.A., a Bogota-based financial institution with subsidiaries in several Latin American countries and the US, offers products and services in the areas of investment banking, leasing, insurance and trust solutions. Workshop leader Vicente Lacambra Segura Ex Executive Vice President, Customer Experience & Multichannel Distribution Helm Bank S.A. Workshop A Part 1: Provide a consistent multichannel experience for your customers Date: 26th May 2014 Time: 13.30 – 16.30 Date: 26th May 2014 Time: 9.30 – 12.30
  7. 7. Tel: +1 212 537 5898 Fax: +1 212 537 5898 Email: info@hansonwade.com www.retailbankingsummit.com @RetailBankingLatam Latin American Retail Banking Summit Miami 26th -29th May 2014 If your organization needs to raise its profile, promote products and services or develop new partnership opportunities in the retail banking sector, contact: tel: +44 (0)20 3141 8700 email: sponsor@hansonwade.com Lothifa Chowdhury This interactive workshop will address 5 key steps to improving multichannel approaches to customer experience management. This session will show you the key steps that need to be analyzed to present an implementation initiative and put into place a multichannel strategy that integrates all of the channels through which a business offers its services and products • Identifying the channels and client contact points • Assessing products and services to offer clients • Defining and implementing the service architecture • Designing a consistent interface for channels • Implementing a multichannel application The workshop objective is to go through the proposal based on a number of key concepts to later develop a practical implementation exercise of these steps among the workshop participants. The key is to encourage participants to analyse and develop the case, focusing on their own business/company needs and objectives. The workshop will then provide a forum to debate the benefits and disadvantages that can be identified in this proposal, as well as to review the market applications and tools available. The day will close with a debate that will enable participants to take away project initiatives that can be developed further within their own companies. Manuel is the former CIO of Banco Falabella Perú, and for the last 9 years was responsible for strategic IT planning and project portfolios. Before that, he was responsible for the area of technology development at E. Wong, leading innovation initiatives and customer services in the retail sector. Manuel has previous experience in commercial aviation, consumer banking, education, production and consulting and is a graduate of Computer and Information Sciences from the Major National University of San Marcos in Perú. Workshop leader Manuel Rubén Dueñas Ex CIO Banco Falabella Perú Workshop B: Build a roadmap for the omni-channel customer experience Date: 29th May 2014 Time: 9.30 – 16.30 Founded in 1993 and listed on the Swiss Stock Exchange (SIX: TEMN), Temenos Group AG is the market leading provider of software systems to retail, corporate, universal, private, microfinance & community Banks. Headquartered in Geneva with more than 56 offices worldwide including New York, Miami and, Mexico. Temenos solutions have been supporting the financial industry for over 20 years and are proven in over 1,500 customer installations in more than 125 countries around the globe. www.temenos.com Spotlight Partner Technisys is the leading company in designing omnichannel technology solutions that guarantee a positive user experience across all bank-client interactions. It has introduced a new model to the banking world, leveraged by digital technologies and the Internet world. The success of Technisys lies in its organizational talent- based culture and its vision of the future. It has gathered the best professionals of the industry to achieve a unique track record, providing support to the main Latin American financial entities. Technisys has thus become the preferred regional provider for those banks that seek to develop an effective, digital, omnichannel banking strategy. http://www.technisys.net Program Partner Sponsorship Opportunities
  8. 8. Latin American Retail Banking Summit Miami 26th - 29th May 2014 Priority Code: MKT Tel: +1 212 537 5898 Fax: +1 212 537 5898 Email: info@hansonwade.com www.retailbankingsummit.com @RetailBankingLatam Register Team Discounts Venue and Accommodation Package Standard Prices* BRONZE PACKAGE Conference only US$2699 SILVER PACKAGE Conference +1 workshop US$3898 (SAVE US$200) GOLD PACKAGE Conference +2 workshops US$5097 (SAVE US$400) Full day workshop (Each) USD$1399 Please select your choice of workshop: Workshop A Workshop B *All discount offers (including team discounts) require payment at the time of registration to receive any discount. ‘Early Bird’ discounts require payment at time of registration and on or before the cut-off date to receive any discount. All discount offers cannot be combined with any other offer. The conference fee includes lunch, refreshments and course documentation. The fee does not include travel or hotel accommodation. Title: Forename: Surname: Job Title: Company/Organization: Email: Direct Manager: Address: Postcode: Country: Direct Telephone: Direct Fax: Mobile: Switchboard: Signature: Date: Number of delegates: Amount: $ Conference Documentation: Credit Card: Visa Mastercard Amex Card No: Valid from: / Expiry Date: / Cardholder name: Signature: Date: Card billing address: Mail: Hanson Wade 304 Park Avenue South 11th Floor New York, NY 10010 Full payment is due on registration. Cancellation and Substitution Policy: Cancellations must be received in writing. If the cancellation is received more than 14 days before the conference attendees will receive a full credit to a future conference. Cancellations received 14 days or less (including the fourteenth day) prior to the conference will be liable for the full fee. A substitution from the same organization can be made at any time. Changes to Conference & Agenda: Hanson Wade reserves the right to postpone or cancel an event, to change the location or alter the advertised speakers. Hanson Wade is not responsible for any loss or damage or costs incurred as a result of substitution, alteration, postponement or cancellation of an event for any reason and including causes beyond its control including without limitation, acts of God, natural disasters, sabotage, accident, trade or industrial disputes, terrorism or hostilities. Data Protection: The personal information shown and/or provided by you will be held in a database. It may be used to keep you up to date with developments in your industry. Sometimes your details may be obtained or made available to third parties for marketing purposes. If you do not wish your details to be used for this purpose, please write to: Database Manager, Hanson Wade, Charter House, 13-15 Carteret Street, London SW1H 9DJ Hanson Wade Limited. Registered in England & Wales. Company No: 6752216 TERMS & CONDITIONS Code:4294 Online: www.retailbankingsummit.com Tel: +1 212 537 5898 Fax: +1 212 537 5898 Email: register@hansonwade.com • 10% discount – 3 delegates • 15% discount – 4 delegates • 20% discount – 5 or more delegates Please note that discounts are only valid when three or more delegates from one company book and pay at the same time. Venue Sonesta Coconut Grove Miami, 2889 McFarlane Road, Miami, FL, 33133, USA Accommodation Overnight accommodation is not included in the registration fee, however accommodation options will be sent out with your confirmation email upon registering. Delegate Details Payment Details Event Prices All prices are in US dollars

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