The Future of Teller Automation
An exclusive invitation-only seminar for retail bank executives with responsibility for branch design, operations or cash management.
Key information
Dates: Tuesday 30th November and Wednesday 1st December 2010
Venue: Sofitel London St. James, 6 Waterloo Place, London SW1Y 4AN, United Kingdom
Registration: If you have received an invitation to this event, please email Tom Hutchings at tom"at"rbrlondon.com as soon as possible to confirm your attendance. It is essential that you confirm your participation in advance, as places are limited.
Costs: Entry is free for invited guests. Breakfast and lunch will be provided on both days, along with a networking drinks reception on the first day.
Organiser: Retail Banking Research
Sponsors: This seminar has been made possible by the generous support of CTS Cashpro, GLORY Europe, NCR, Talaris and Wincor Nixdorf
Speaker programme
Tuesday 30th November
10.00 Registration and welcome refreshments
11:00 Introduction to the global teller automation market
Opening remarks
The global market for teller assist units
The teller assist unit market is witnessing a revival – this session will explain why by presenting findings of detailed international research into banks’ experiences with this technology.
Morten Jorgensen, Director, Retail Banking Research (UK)
Panel discussion: The future of teller automation
Industry experts discuss the use of cash handling technology at the branch counter
Massimo Sirolla, Director of Worldwide Sales, CTS Cashpro (Italy)
Peter Hoffmann, Vice-President – Teller Cash Recycler, GLORY Europe (Germany)
Tom Martin, Business Development Director, NCR (UK)
Richard McMurdo, Principal Consultant, Talaris (UK)
Uwe Krause, Vice President – Global Marketing, Wincor Nixdorf (Germany)
12.45 Lunch
14:15 Cash management
The world of cash in the ING branch
An exploration of how ING has improved branch cash management through the integration of teller assist units with its software platform
Jos van Hattum, Programme Manager, ING (Netherlands)
The present and future of cash automation
A study of the importance of teller cash recyclers in the management of bank branches, and also their use in complying with the European Central Bank’s Framework for banknote recycling.
Juan Manuel Zarco Rodriguez, Head of Security and Cash Management, Caja Madrid (Spain)
Teller assist units as a customer satisfaction strategy
Itaú Unibanco is using teller assist units to increase productivity and safety, reducing queuing time in branches and fighting back against the criminals.
Edson Matunaga, Manager of Branch Automation, Itaú Unibanco (Brazil)
15:45 Coffee and refreshments
16:30 Improving efficiency through recycling teller assist units
Panel discussion: Cash recycling at the bank teller
Leading banks discuss how to deploy cash recycling teller assist units
Brian Holland, Head of Retail Development, Santander (UK)
Eric Crabtree, Branch Systems & Change Director, Barclays (UK)
Jos van Hattum, Programme Manager, ING (Netherlands)
Mohamed Zaqout, Head of Retail Banking, Al-Hilal Bank (United Arab Emirates)
17:30 Drinks reception
Wednesday 1st December
08:00 Re-registration and refreshments
09:00 New branch formats
A better branch experience enabled by teller cash recyclers
Al-Hilal Bank’s “Financial Mall” branch looks to bring a better customer experience by offering a range of convenient services. This is delivered through an innovative branch layout utilising teller assist units to offer cash at various service points in the branch, in an open customer-friendly environment.
Mark McCallum, Branch Marketing Director, NCR (UK) and Mohamed Zaqout, Head of Retail Banking, Al-Hilal Bank (United Arab Emirates)
The “Ixe Café” branch
This new branch concept has allowed Ixe Banco to differentiate its brand and provide a better service, helping it to build relationships with its customers.
Emmanuel Ari Chamarro, Acquiring, Debit and Strategic Alliances Director, Ixe Banco (Mexico)
The bank branch in the 21st century
Kuveyt Turk is implementing a new branch concept, which aims to better serve its different customer segments. The use of technology, particularly teller cash recyclers, has made this new concept possible and has led to higher product sales at the teller.
Mustafa Dereci, Group Manager – Retail and Small Business Marketing & Product Development, Kuveyt Türk (Turkey)
10:45 Coffee and refreshments
11:30 The role of teller automation in branch strategy
Integration of the teller application into multi-channel customer delivery, with personalised product promotion
A review of the highs and lows of integration of the teller application into the enterprise IT-architecture.
John Watkins, Senior IT Architect, Landesbank Baden-Württemberg (Germany)
The evolution of the retail banking branch channel
How can banks start to think like retailers? This presentation will examine how new technology will affect the branch, and also discuss outsourcing the delivery of a branch transformation programme.
Richard McMurdo, Principal Consultant, Talaris (UK)
12:30 Lunch
13:45 Teller automation in action
Looking “beyond the box”
This presentation will examine Santander UK’s new approach to cash handling at the branch counter. The bank had piloted teller assist units three times but never proceeded to a roll-out, and this session will explain how learning the lessons from these pilots helped ensure the current project was a success.
Brian Holland, Head of Retail Development, Santander (UK)
Transforming the customer experience through teller automation
What? Why? How?
What worked? What didn’t? And what next?
Eric Crabtree, Branch Systems and Change Director, Barclays (UK)
Closing remarks
14:45 Guided tour of Barclays’ flagship branch at Piccadilly Circus (sign-up required)
