1. The Future of
Retail Banking: Europe
Gaining competitive edge: unleash opportunities for
success in the age of innovation
7th & 8th March 2016
Vienna Marriott Hotel, Vienna
Marketforce’s 17th Annual Conference
Carlo Vivaldi
SEVP - Head of CEE & Deputy CEO
UniCredit Bank Austria
Robert Mulhall
Director of Retail
& Business Banking
AIB
Peter Lakata
Chief Marketing Officer
& General Manager
Zuno Bank
Jakub Petrina
Chief Marketing Officer
Air Bank
Tuomas Manninen
Chief Customer Experience Officer
OP Financial Group
Alex Letts
Chief Executive Officer
Ffrees
Over two days, The Future of Retail Banking: Europe will bring together 150+
senior representatives from all across Europe. Covering the latest cutting-edge
developments across the industry, this is a unique chance to gain real insights
into the major transformations that retail banks are undergoing and to take
advantage of the digital future.
Michal Kwiecien
Head of Digital Banking
BNP Paribas
Harrie Vollaard
Director of Innovation
RaboBank
Deniz Devrim Cengiz
Director of Digital Banking
TEB
Stefano Cioffi
Commercial & Marketing Director
Webank
Ingrid Bocris
Head of Marketing for
International Retail Banking
Société Générale
Mindreci Dragos
Digital Banking Director
OTP Bank
wwwmakfcucm
WWW.MArKetForCe.eU.CoM/rbe330
Early registration
rates available
Book before 12th
February to save €200
The sense
of innovation
underpinning the two
days was fascinating,
and left one more
optimistic about the
industry”
Director & Global Head of
Strategy Implementation, HSBC
Inspiring topics,
good qualified speakers”
Senior Business Controller,
Rabobank
silver Sponsor:

2. Featuring a line-up of CEO and board-level speakers
from major retail banks across Europe, this event is
an exciting opportunity to gain strategic insights and
practical takeaways to stay ahead in a fast-moving
and innovative world.
Retail banking continues to be transformed in the
face of technological development and new customer
expectations. This conference will prepare you to flourish
in this new environment, with industry-leaders exploring
how to grab the initiative in a dynamic industry.
Join us in Vienna at this must-attend conference to
network and learn from your peers at a critical time of
change.
Topics to be discussed:
• Taking advantage of the power of omnichannel and
mobile to provide an integrated customer experience
• Fostering innovation in your culture to become a leader
in your industry
• Harness the potential of data to unleash new insights
• The digital branch: a modern experience for a new
customer
• Utilising technology to stay ahead of the competition
AIB Group
Air Bank
Akbank
Aktif Yatirim Bankasi
Anonim Sirketi
Banca Monte Dei Paschi Di
Siena
Bank of Finland
Banque et Caisse d’Epargne
de l’Etat Luxembourg
Barclays Group
BNP Paribas
Coinify
Danske Bank
Deutsche Bank
Deutsche Postbank
Digicash
Eesti Krediidipank
EFG Bank Group
Eris Industries
Erste Bank
Etelä-Karjalan Säästöpankki
Eurobank Ergasias
Ffrees
Finansbank
First Investment Bank
Hellenic Bank
Idea Bank Romania
ING Bank
Intesa Sanpaolo
LähiTapiola
Nordea
OP Financial Group
OTP Bank
Oyak Bank
Permanent TSB
PKO Bank Polski
Rabobank Group
Raiffeisen Bank
Samba Financial Group
SEB Group
Société Générale
Swedbank
Swedish Bankers’
Association
TEB
UniCredit Group
Virgin Money
Webank
Zuno Bank
Who will you meet?
Last year’s event was attended by over 180 senior industry
professionals from over 90 companies. Companies already
registered to attend this year include:
Very good content, good mix of
commercial insights, risk and technology,
organisational matters”
General Manager, KBC Group
Very good combination of presentation
/speakers & networking/participants”
Head of Group Strategic Development, Hellenic Bank
Very useful, well organised and full of
interesting topics & information”
Application Architect, J&T Bank
FEEDBACK FROM PREVIOUS
RETAIL BANKING EVENTS
We are global leaders in
influencing customer behaviour
to drive revenue and value for
clients. The group offers a unique blend of industry and sector
specialists across four core capabilities: Loyalty, Lifestyle
Benefits, Insurance and Assistance. Over 500 financial
services organisations trust us to add value to their customer
relationships.
www.collinsongroup.com
Silver Sponsor:
15+
countries
represented
5+
hours of
networking
Join us for a drinks reception in central
Vienna on the evening of day one. Continue
the discussions from the day with your
peers in an informal setting.

3. Day 1 - Monday 7TH MARCH 2016
2
31
09.00 Welcome address by Marketforce
09.05 Chair’s opening remarks
Preparing for the future – driving banking
into a new age
09.10 Building the retail bank of the future
Carlo Vivaldi, SEVP - Head of CEE & Deputy CEO, UniCredit
Bank Austria
09.30 Creating a truly digital international bank
Robert Mulhall, Director of Retail & Business Banking, AIB
09.50 Engaging customers in the digital age
Peter Lakata, Chief Marketing Officer & General Manager, Zuno
Bank
10.10 Advisory session
10.30 P2P
!
?
!
P2P
Panel Discussion
The next steps for success: the future for retail banking
• Rising customer expectations: how can banks respond?
• What steps should banks take to ensure they are future-proof?
• What opportunities do new technologies provide to deepen
customer relationships?
• Challenger banks: how significant a threat do they pose?
• Appealing to different segments: are highly targeted services
now essential?
• What must banks do to remain relevant in the 21st century?
Carlo Vivaldi, SEVP - Head of CEE & Deputy CEO, UniCredit
Bank Austria
Robert Mulhall, Director of Retail & Business Banking, AIB
Peter Lakata, Chief Marketing Officer & General Manager, Zuno
Bank
11.00 Refreshments
Customer engagement in a digital age
11.30 Placing the customer at the core of innovation
• What expectations do today’s customers have of their bank?
• What are the needs that innovation must meet?
• How effective is customer ideation and crowdsourcing?
• The power of analytics: modelling customer needs based on
data
Josef Holböck, General Manager, Raiffeisen Analytik
11.50
P2P
!
?
!
P2P
Case Study: Air Bank
Stimulating customer engagement: creating a bank that people
love
Air Bank is a Czech bank that was started in 2011 offering an
innovative internet service and modern branch network that
responds effectively to customer needs. Treating customers
as people and not numbers the bank aims to be simple,
transparent and accessible. The goal is to have customers
who are engaged by the bank’s services, bringing benefits to
both them and the bank, and to provide a new alternative to
conventional banks.
Jakub Petrina, Chief Marketing Officer, Air Bank
12.10 Future of customer loyalty
Mark Roper, Commercial Director, Collinson Group
12.30 Mobile-Centric Digital Banking Strategy: a roadmap to a
leading success story
• Banking from anywhere: creating a refreshing banking
experience with Akbank Direkt
• Akbank Direkt Mobile: enabling the best customer experience
on-the-go
• Integrated mobile banking – creating a coordinated digital
offering
Nazif Bulent Parlakol, Vice President, IT Direct Banking
Applications, Akbank
12.50 Questions
13.05 Lunch
Streams
14.20 The customer journey: creating meaningful interactions
• Understanding customer behaviour: designing a great end-to-
end experience
• Creating avenues for customer feedback: the value of listening
• How can customer feedback best be incorporated into product
and service design?
• Ensuring a prompt and flexible response: overcoming the
barriers
Beyza Koyas, Head of Strategic Marketing, BNP Paribas
14.35 Placing the customer at the heart of your omnichannel strategy
• A comprehensive omnichannel offer: is this now business
critical for banks?
• Ensuring coordination between every channel
• Moving from a channel-focused to a customer-focused
strategy
• Imbedding omnichannel principles into your product
development
Stefano Cioffi, Commercial & Marketing Director, Webank
14.50 Advisory session
15.10 Selling in the digital age: optimising return on new channel
investment
• Developing a digital sales strategy: what is the most effective
approach?
• Creating responsive marketing: using customer data to build
focused campaigns
• Building partnerships with retailers: what are the
opportunities for new revenue?
• How can you ensure sales enhance rather than damage the
customer experience?
Deniz Devrim Cengiz, Director of Digital Banking, TEB
15.25 Questions
14.20 Fostering a culture of innovation
• Encouraging innovation: what steps must banks take to
nurture the right culture?
• Ensuring that innovation is supported with the right systems
and processes
• Creating collaboration both internally and with partners
• Acting like a start-up: should banks behave more like
challengers?
Michal Kwiecien, Head of Digital Banking, BNP Paribas
14.40 Advisory session
15.00 Erste Hub: a platform for digital banking innovation
Maurizio Poletto, Managing Director of BeeOne and Chief
Designer at Erste Hub, Erste Bank
15.20 P2P
!
?
!
P2P
Panel Discussion
Facilitating innovation: the opportunities and challenges
• The incubator approach: how can banks work more effectively
with start-ups?
• What are the keys to creating an agile and innovation-friendly
organisation internally?
• Understanding systems challenges: how can these be
overcome?
The Future of Retail Banking: Europe
7th & 8th March 2016 | Vienna Marriott Hotel, Vienna
Creating the modern bank – taking
Stream A: advantage of digital channels
Stream B: Building an innovative bank

4. 4
5
• How can banks maximise the benefits of collaboration
internally and with partners?
• Driving innovation from the top: what does effective board buy-
in really look like?
Michal Kwiecien, Head of Digital Banking, BNP Paribas
Maurizio Poletto, Managing Director of BeeOne and Chief
Designer at Erste Hub, Erste Bank
15.40 Refreshments
Streams
16.10 Getting value from data: making use of new and existing
sources
• How are banks currently using data, and what are the
opportunities for improvement?
• New data sources: which could bring the greatest value to
banks?
• What is the potential of location-based data and the internet of
things?
• How can banks make better use of the unstructured data they
already have?
• Overcoming systems challenges: what kind of investment will
deliver the best ROI?
Mindreci Dragos, Digital Banking Director, OTP Bank
16.30 Analytics: the route to becoming a truly customer-centric bank
• How can data improve the process of customer acquisition?
• Using data to define what an ideal customer journey actually
looks like
• Building an accurate customer profile - creating targeted
services
• Individualised interaction: how important is this for banks?
Tuomas Manninen, Chief Customer Experience Officer, OP
Financial Group
16.50 Advisory session
17.10 The future of personal data
• Data use and personal privacy: what are customer
expectations?
• How are new European Union data protection rules going to
affect banks?
• Will customers start holding their own data and when will this
happen?
• The implications of personal data as a transferable and
exchangeable commodity
Mait Kaselo, Chief of Security and Compliance Officer, Eesti
Krediidipank
17.30 P2P
!
?
!
P2P
Panel Discussion
Next steps for optimising your data strategy
• What can banks do to ensure that they remain on the cutting
edge of data analytics?
• What lessons can be taken from other industries?
• The internet of things: how will this impact data strategy?
• Will data protection laws force a fundamental rethink of how
banks hold data?
• Will customers eventually hold their own data and what might
the implications be?
• How can data be used to generate new revenue streams?
Mindreci Dragos, Digital Banking Director, OTP Bank
Tuomas Manninen, Chief Customer Experience Officer, OP
Financial Group
Mait Kaselo, Chief of Security and Compliance Officer, Eesti
Krediidipank
16.10 Maximising branch performance: conveying the bank’s strategy
to the front line
Andreas Papadopoulos, Head of Group Strategic Development,
Hellenic Ban
16.30 Reinventing the branch for an omnichannel future
• Creating the branch of tomorrow: what role will the branch
play in ten years?
• One channel among many: linking the branch experience with
other channels
• Selling in branches: the role of the branch in the customer’s
product selection journey
• Bringing digital into the branch: creating an omnichannel hub
Claudia Daffunchio, Head of Branch & ATM Development, Intesa
Sanpaolo
16.50 Advisory session
17.10
P2P
!
?
!
P2P
Case Study
Speaker to be confirmed
17.30 P2P
!
?
!
P2P
Panel Discussion
Banking in the physical world
• How can banks ensure branches are an asset rather than a
burden?
• Should bank branches act more like product stores than
service centres?
• How can branches best be used to provide advice on the
bank’s offerings?
• How can branch interactions be integrated seamlessly with
other channels?
• What more could be done with ATMs?
• Is there a future for the traditional service-based branch?
• How can branches be turned into centres for digital
innovation?
Andreas Papadopoulos, Head of Group Strategic Development,
Hellenic Bank
Claudia Daffunchio, Head of Branch & ATM Development, Intesa
Sanpaolo
Further panellist to be confirmed
18.00 Chair’s closing remarks and end of day one, followed by a drinks
reception in central Vienna
09.00 Chair’s opening remarks
Transforming banks for the twenty-first century
09.05 How to differentiate through customer experience
• From customer satisfaction to customer experience
• How to embark on a journey: from measures to action
• What can be done in a heterogeneous environment: Africa,
Europe, Russia
Ingrid Bocris, Head of Marketing for International Retail
Banking, Société Générale
09.25 Meeting the moment: creating a bank that is ready for
tomorrow’s challenges
• What expectations do customers now have of their bank?
• How can banks start to meet these new demands?
• Imagining the future: what do banks want to look like?
• The new banking ecosystem: remaining competitive against
challengers
Harrie Vollaard, Director of Innovation, RaboBank
09.45 Advisory session
10.05
P2P
!
?
!
P2P
Case Study: Ffrees
A new model for banking: placing the customer first
Alex Letts, Chief Executive Officer, Ffrees
Day 2 - TUESDAY 8TH MARCH 2016
e
The power of data –
Stream C: the bank’s hidden weapon
Stream D: Evolving the branch experience

5. 10.25 P2P
!
?
!
P2P
Mobile Voting
The future for banking
• New players in the market: what can traditional retail banks
learn?
• Will banking become a fragmented industry segmented by
customer demographic?
• Will cross-border M&A increase and smaller banks need scale
to innovate?
• Serving the internationally mobile: is cross-border banking
the future?
• Will larger banks have to become smaller, or smaller banks
have to become bigger?
• How will customer behaviour change in the face of increased
choice?
• Payments: what implications do changes in this sector have
for banks?
Alex Letts, Chief Executive Officer, Ffrees
Harrie Vollaard, Director of Innovation, RaboBank
Ingrid Bocris, Head of Marketing for International Retail
Banking, Société Générale
10.50 Refreshments
Innovation and disruption in payments –
lessons from the frontline
11.20 Payments in the digital age
• How has the payments sector been transformed by digital?
• What impact will these changes have on the role of banks
within payments?
• How can banks prepare for these changes in their own
industry?
• What can banks do now to be ready for the future of
payments?
Jonathan Prince, Co-Founder, DigiCash
11.40 Advisory session
12.00 Payments innovation at the heart of financial services
transformation
Lysiane Back, Vice President, Electronic Banking & Business,
BCEE
Distributed ledgers – a revolution in banking?
12.20 Introduction to Bitcoin and Blockchain: what are they and how
do they work?
A blockchain is a distributed ledger that records all previous
transactions across every node in the system, the most famous
example of which can be found in Bitcoin. The implications of
this technology are enormous for any institution – such as a
bank – that acts as a trusted third party in transactions. As such
it is vital for all banks to understand how blockchain works so
that they can prepare for possible disruption and begin to take
advantage of its vast potential to bring increased efficiency to
the way financial services function.
Lasse Birk Olesen, Chief Product Officer, Coinify
12.40 P2P
!
?
!
P2P
Panel Discussion
Distributed ledgers: a new era for banking
• A transformation in banking: what are the possible uses of
blockchain technology?
• In which areas of banking do the greatest opportunities lie for
distributed ledgers?
• Imagining the world of blockchain wallets and P2P lenders:
the future role of banks
• Gaining a competitive edge: how can blockchain be placed at
the heart of innovation?
• How can you imbed blockchain technology in banking
products?
• What can banks do with regulators to manage the implications
of distributed ledgers?
Brian Fabian Crain, Head of Business Development, Eris
Industries
Lasse Birk Olesen, Chief Product Officer, Coinify
Adam Vaziri, Elected Board Member, Digital Currency
Association
13.10 Lunch
Innovating through partnerships – cooperating
for success
14.25 Working with fintech companies: the opportunities for banks
• How can banks work with fintech companies to improve their
existing service?
• What lessons do the success of fintech firms provide for
banks?
• Remaining at the cutting edge: how can banks internalise the
fintech approach?
• Collaboration between capital holders and innovators: the
future for banking
Guido Poli, Head of Market Intelligence, Banca Monte Dei
Paschi Di Siena
14.45 Advisory session
15.05
P2P
!
?
!
P2P
Case Study
Speaker to be confirmed
15.25 Questions
15.40 Chair’s closing remarks and end of conference
8
7
6
Related Events
20:20 Customer Experience:
Financial Services
9th March 2016, London
www.marketforce.eu.com/cefs211
20:20 Customer Experience:
Financial Services Nordics
14th & 15th March 2016, Copenhagen
www.marketforce.eu.com/cxnordics211
The Future of Digital Banking:
Asia Pacific
15th & 16th March 2016, Singapore
www.marketforce.eu.com/digibankingasia211
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The Future of Retail Banking: Europe
7th & 8th March 2016 | Vienna Marriott Hotel, Vienna
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