CONFERENCE DAY ONE
Tuesday 27 September 2011

DAY ONE | DAY TWO

08.30 Registration and coffee

08.50 Opening remarks from the Chair

THE EVOLVING RETAIL BANKING LANDSCAPE

09.00 The importance of international connectivity in retail banking

• The emerging trends in global retail financial services
• The challenge of meeting and exceeding local and global customer expectations
• Why international connectivity in products and services is critical to staying competitive

Keith Lewis, Head of Branch Network, HSBC Bank Australia

09.40 CASE STUDY:
Australian central savings and loans: The growth of non-traditional players

> How the mutual sector can provide a strong and growing alternative to major banks

Peter Evers, Managing Director, People's Choice Credit Union

10.20 The branch is dead! - Long live the branch

• The importance of the branch for enhanced customer service and satisfaction
• Tapping into the branch's power for cross selling opportunities
• The branch design, layout and service of the future

Jason Yetton, General Manager, Retail & Regional Banking, Westpac Banking Corporation

10.55 Morning coffee

TECHNOLOGY IN BANKING

11.15 Technology: 'The great facilitator'

• IT as a business partner not just a stakeholder
• First to market vs second mover advantage
• Customer driven technology vs build it and customers will come
• What can we learn from other industries?

Damien Mu, Chief Distribution and Marketing Officer, AIA Australia

11.50 Measuring backoffice efficiency
Jo Breuer, Head of Lending Services, ING Direct

12.25 Video banking
> The branch of the future

1.00 Lunch

2.00 Mobile banking

• How the rapid uptake of online and mobile technologies is changing the way banks communicate with customers

Alex Twigg, General Manager, UBank

2.40 New research

• Mobility innovation the key to designing usage based insurance and penetrating the under insured
• How mobile technologies are revolutionising the insurance industry
• Impact on product and service experience design
• Consumer attractiveness and perceived value

Rocky Scopelliti, General Manager and Financial Services, Industry Development, Telstra Enterprise and Government

3.20 Afternoon tea

INNOVATION IN BANKING

3.40 The key ingredients for a successful innovative culture

• Many financial services organisations aspire to be innovative, but its easier said than done
• Key organisational factors needed
• Barriers to innovation

Dave Williams, Head, Solution Delivery, BankWest

4.20 STRATEGY ROUNDTABLE
Preparing for the bank of tomorrow
Damien Mu, Chief Distribution and Marketing Officer, AIA Australia
Rocky Scopelliti, General Manager and Financial Services, Industry Development, Telstra Enterprise and Government
Dave Williams, Head, Solution Delivery, BankWest
Alex Twigg, General Manager, UBank

4.50 Closing remarks from the Chair

5.00 Networking drinks

CONFERENCE DAY TWO
Wednesday 28 September 2011

DAY ONE | DAY TWO

08.30 Registration and coffee

09.00 Opening remarks from the Chair

MULTI-CHANNEL INTEGRATION AND MANAGEMENT - NEW APPROACHES TO IMPROVING CUSTOMER ENGAGEMENT

9.10 KEYNOTE OPENING ADDRESS:
Improving customer experience in a multi-channel environment: Integrating the experience and adding value
Chris Smith, General Manager Digital, NAB

09.50 Integrating the multi-channel experience
Paul Askew, General Manager, Retailer Solutions, GE Capital Australia and New Zealand

Payment systems

10.30 The rapidly changing Australian payments landscape
Bruce Mansfield, CEO, Eftpos Payments Australia

11.10 Morning coffee

NEAR FIELD COMMUNICATION

11.30 CASE STUDY: **Mobile contactless payments  - * *Analysing* *ANZ's successful IPhone/NFC trial

> Establishing the trial, choosing the appropriate technology
> Key findings from the trial audience response
> What worked? What didn't?
> Future roll out plans

Sam Qubrosi, Head of Product Management Consumer Cards and Unsecured Lending, ANZ

12.10 Lunch

THE NEW REALITIES OF MARKETING

1.10 The new realities of marketing and what it means for the financial service industry

• How to 'wow factor' your brand and why you need to!
• How to avoid marketing on price!
• How to stand out in a crowded financial services marketplace
• 'Credibility' beats hype every time
  

John Dwyer, Principal, Coolibah Marketing Social Media in Retail Banking

2.00 CASE STUDY:
ANZ women's segment - a social media trial
The session will cover how ANZ took an alternative social engagement methodology and strategy in engaging large numbers of Australian women in the debate about saving and investments. As opposed to using traditional PR and advertising techniques the case study will show how from just 5 women, social media can generate many thousands of women to get engaged and participate in the conversation and take action to consider ways of saving and making investments.
Fi Bendall, Managing Director, Bendalls Group

2.40 Afternoon tea

3.00 CASE STUDY:
Turning big ideas into reality - PlanBig

> What is PlanBig?
> Why has Bendigo and Adelaide Bank created PlanBig?
> Milestones along the PlanBig journey (from pre-launch to today)
> Challenges faced
> Success stories

Jeanette Miller, Head of Online Engagement, Bendigo and Adelaide Bank

3.40 ROUND TABLE DISCUSSION:
Monetising social media in retail banking

4.20 Closing remarks from the Chair

4.30 End of the 9th Annual Retail Financial Services Forum

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