Branch Transformation 2019

Day 1: Tuesday 19th November 2019 (09:00-17:30)

Keynote addresses

Designing for prosperity
Dan Makoski, Chief Design Officer, Lloyds Banking Group (UK)

Are bank branches still relevant in a digital world?
Barbara Vanhauter, Global Lead, Human Channels and Digital Assistance, ING (Netherlands) and Richard Chrimes, Director, instinct laboratory (UK)

Transformation never sleeps
Ben Thorpe, Chief Asia Officer, Glory (Singapore)

Self-service reloaded – the branch gets digitised
Gerrard Schmid, President and CEO, Diebold Nixdorf (USA)

The paperless branch and next-generation mobile banking
Ho June Chang, MD and Head of Retail Banking, Standard Chartered Bank (South Korea)

Using technology to create a branch network fit for tomorrow
Nicola Claps, Co-ordinator of Network Innovation, BNL-Gruppo BNP Paribas (Italy)

Transforming large and diverse networks

The continuing critical role of the branch: an MD’s perspective
Russell Galley, MD, Halifax (UK) and Jim Delapa, General Manager, Kiran Analytics (USA)

How to ensure omnichannel capabilities throughout transformation
Adrien Lelong, Head of Distribution Model, BNP Paribas (France)

Reinventing the branch: new technologies to improve profitability and attract new customers
Andrey Zharskiy, MD, Bank By Your Side Division, Sberbank (Russia)

Using advanced technology to drive branch renewal

How interactive teller technology can boost a bank’s operations
Tom Bijvoet, Chief Information Officer, FirstOntario Credit Union (Canada) and Adam Crighton, SVP and GM, Digital First Self-Service Banking, NCR (UK)

Use your security infrastructure to engage your customers
Adrian Howles, Security Manager, Westfield (UK) and Evgenia Ostrovskaya, Business Development Director, Banking Europe, Genetec (Austria)

Concept 21 – the critical pillar for a winning digital strategy
Werner Rodax, Head of Retail Sales, BAWAG P.S.K. (Austria) and Roland Sorke, MD Austria, Diebold Nixdorf (Austria)

The evolution of the branch format

Rethinking the branch for the customer of tomorrow
Lee Chapman, Senior Manager, Brand Experience, Virgin Money (UK)

New branch concepts for the UK market
Kirsty Lacey, Director of Transformation and Support, Santander (UK)

Branch transformation – the importance of strategic partnerships
Luiz Stefani, COO and CMO, TecBan (Brazil)

How digital can co-exist with human interactions

Engaging with the enemy banking meets fintech
Aisling Press, Head of Branch Banking, Danske Bank (UK) and Alan Scott, Regional Service Manager, Danske Bank (UK)

The human element of digital banking
Jeremy Stockdale, CEO, YLead and former Head of Colleague Transformation, Physical Channels, Barclays (UK)

Welcome to the phygital transformation story
Harun Baylan, VP, Process Management and Service Design, Akbank (Turkey) and Funda Uysal, VP, Change Management, Akbank (Turkey)


Day 2: Wednesday 20th November 2019 (09:00-16:00)

Omnichannel and the branch

Automation and digital innovation for a new branch experience
Alberto Epis, Innovation Manager, UBI Banca Group (Italy) and Mark Aldred, Head of Sales, International, Auriga (UK)

BPI’s approach to customer journey transformation
Tomás Velez Grilo, Assistant Director, Digital Transformation, Banco BPI (Portugal)

Branch: channel of choice?
Georgie Feakin, Head of Digital Transformation, Front Office Platform, Santander (UK) and Simon Ronald, VP, Business Development (Europe), ACF Technologies (UK)

Putting the customer front and centre

Welcome to the ING Client House
Pierre Kreins, Branch Concepts Product Owner, ING (Belgium)

The digital transformation road map and its effect on branches
Okan Acar, Digital Transformation Group Manager, Kuveyt Türk (Turkey)

How to increase branch efficiency and customer satisfaction
Joost Berghman, Owner, Hypotheek.winkel (Belgium), David Geerts, Sales Director, Hypotheek.winkel (Belgium) and Arne Bassez, CEO, Skedify (Belgium)

How branch transformation can extend a bank’s reach

The branch transformation journey
Eugene Spichak, SVP and Head of Retail Banking Sales and Distribution, Citibank (Russia)

Branch transformation in a cash-heavy society
Norbert Kovats, Head of Retail Operational Support, K&H Bank (Hungary)

Using branch transformation to keep clients and reach new customers
Oleg Tyshchenko, Head of Electronic Banking Services Division, Ukreximbank (Ukraine)

Precision-engineering the branch

Innovation is nothing without adoption. Are you ready for the digital customer?
Holly Pontisso, Director, Digital Adoption and Engagement, Scotiabank (Canada), Charity Wood, Senior Manager, Digital Propositions, Nationwide (UK) and Steve Frook, VP, Sales, Horizn (Canada)

Putting processes at the heart of branch transformation
Cemile Handan Aymaz, Process Development Manager, Garanti BBVA (Turkey)

Future-proof teller solutions – delivering customer experience by improving employee experience
Jussi Lammi, Head of Teller Solution Development, OP (Finland)

Closing keynotes

Branch transformation initiatives and technology – a global perspective
Alex Maple, Senior Research Analyst, RBR (UK)

Human perception of space and its impact on consumer behaviour
Kate Nightingale, Head Consumer Psychologist and Founder, Style Psychology (UK)

If mobile banking is king, then branches remain emperor
David Horton, MD – Global Head of Innovation, Thynk Digital (USA)

Rewriting the rules in retail banking distribution
Nuno Ferreira, Associate Partner, McKinsey & Company (Portugal)


Note: Order of sessions is indicative and subject to change