Branch Transformation 2021


Tuesday, 30th November

08:00-9:00 Registration, refreshments and exhibits open

09:00-10:45 Opening keynotes

Motivations in modern banking: understanding why consumers respond in certain ways – and using the insight to build better experiences
Matthew Phillips, VP and Head of Financial Services for the UK and Ireland, Diebold Nixdorf (UK)

From the future of branches to branches of the future
Vinita Ramtri, Global Head – API Standards and Governance, HSBC (UK)

The great transition: integrating physical and digital banking
Tim Welsh, Vice Chair and Head of Consumer and Business Banking, US Bank (USA)

Utilising collaboration and automation to create great customer experiences for all
Javed Anjum, Director of Innovation, Glory (UK) and Duncan Cockburn, Founder and CEO, OneBanks (UK)

10:45-11:30 Coffee and exhibits open

11:30-12:50 Leveraging new technologies to optimise the branch 

The future of legendary service – a modern mutual
Simon Evans, Head of Operations, Nationwide (UK) and Andrew Westhead, Regional Director – East Region, Nationwide (UK)

How smart branches provide added-value to customers
Mark Aldred, VP of Sales, International, Auriga (UK) and Silvia Garzarelli Doria, Head of Channels, Payment and Deposit Processes, Banca Carige (Italy)

The role of video banking in the new branch proposition
Jay O’Sullivan, Platform Lead, Customer Direct Experience and Infrastructure Delivery, NatWest (UK)

Rebuilding a banking operation through a new omnichannel distribution model
Vicente Moreira Rato, Head of Marketing, Novo Banco (Portugal)

12:50-14:00 Lunch and exhibits open

14:00-15:20 Why customer experience should lie at the heart of the branch 

The future of the branch in a digital world – maintaining the human element
Jeff Wilkinson, Head of Strategy and Change Network, HSBC (UK) and Carl Christon, Director of Client Services, Kiran Analytics (UK)

The next generation branch
Iakovos Giannaklis, General Manager of Retail Banking, Member of the Executive Board, Eurobank Greece)

Branch Transformation – a forward looking vision for now and beyond
Andrey Zharsky, MD, Bank By Your Side Division, Sberbank (Russia)

A data-led branch growth strategy
Stuart Fearn, MBE, Head of Customer Contact, Newcastle Building Society (UK) and Lynne Pitwood, Head of Customer Experience, Newcastle Building Society (UK)

15:20-16:00 Coffee and exhibits open

16:00-17:20 Putting the branch at the heart of distribution strategy 

Panel – How can we improve customer experience in the branch?
Patrick Farrell, Retail Banking Director, Permanent TSB (Ireland), Eerika Vaikmäe-Koit, Head of Baltic Retail Banking, SEB (Estonia), Steve Kenny, Axis Communications, Business Development Manager, A&E Programme (UK), Guy Thorne, Sales Director, UK & Ireland, Cennox (UK)

Meeting in-branch customer needs with the extreme teller machine (XTM)
Seda Yilmaz, Head of Digital Channel Management, Kuveyt Türk (Turkey)

Post COVID branches – the battleground for brand loyalty and market share
Aubrey Ghose, Partner, Michael Allen and Partners (UK) 

17:20 Closing remarks and drinks reception


Wednesday, 1st December 

08:00-9:15 Registration, refreshments and exhibits open

09:15-10:45 Omnichannel banking and the branch

Real help with real life: transforming retail for the future
Simon Cavell, Senior Manager, Customer Experience and Divisional Support, Yorkshire Building Society (UK)

The integration of digital and physical banking
Sérgio Magalhães, Director, Branch of the Future and Digital Transformation Office, Millennium bcp (Portugal)

Expanding digital account origination processes for a seamless in-branch experience
Alex Carriles, EVP and Chief Digital Officer. Simmons Bank (US)

Retail transformation – evolving our branch network for the future
Patrick Farrell, Retail Banking Director, Permanent TSB (Ireland)

10:45-11:30 Coffee and exhibits open

11:30-12:50 How digital can co-exist with human interactions 

The memorable meeting
Lars Bønding, Manager, Retail and Event Design, Jyske Bank (Denmark)

Customer experience and community engagement – an inclusive branch concept
Nick May, General Manager Customer Experience, Beyond Bank (Australia)

Rising to the process challenges of digital customer onboarding
Rui Lopes, CIO and Executive Board Member EuroBic (Portugal) and Pedro Almeida e Silva, Advisor to the Board of Directors, EuroBic (Portugal)

Achieving the future vision of digital banking
Linda Robertson, Head of Customer Digital Experience, Virgin Money (UK), Janice Diner, Founder and CEO, Horizn (Canada), Steve Frook, SVP Global Sales, Horizn (Canada)

12:50-14:00 Lunch and exhibits open

14:00-15:45 Defining the role of the branch for the new era

Remaining personal by moving to digital
Eerika Vaikmäe-Koit, Head of Baltic Retail Banking, SEB (Estonia)

Digital with the human touch – but how, what way and which channel?
Norbert Kováts, Head of Omnichannel Transformation and Operational Support Directorate, K&H Bank (Hungary)

Improving customer touchpoints for the new normal
Andrea Saccani, Project Manager, Credem Banca (Italy)

How customers could decide on operational excellence
Jakob Aarup Petersen, EVP, Operations, Sydbank (Denmark)

Redefining the branch for a new era – an international view
Alex Maple, Senior Research Analyst, RBR (London)

15:45 Closing remarks and coffee


Please note that all timings are provisional and subject to change