Branch Transformation 2018

Royal Lancaster Hotel, London
27th-28th November 2018

Banks are under unprecedented pressure to manage costs, while simultaneously improving the customer experience. Mass adoption of digital banking services is transforming the way customers interact with their bank. In order to remain relevant and profitable, the branch must inevitably change. It is against this backdrop that RBR is organising Branch Transformation 2018 on 27th and 28th November 2018 at the Royal Lancaster Hotel in London. A high-quality speaker programme forms the core of the two-day event. It includes best‑practice case studies from leading banks, showcasing their response to the challenge of making the branch fit for purpose in this new paradigm.

Watch the video below to get a flavour of the event, or click here for interviews with delegates.

There are three main ways of getting involved in Branch Transformation 2018:
- to exhibit or sponsor, please email Amanda Hardy
- to submit a speaker proposal, please email Emily Beeby
- to attend, please book online or email Joanne Kumire.

Ticket prices are as follows:
- Banks and IADs: £1,120 +vat (until 28/02/18 - normal price £1,400)
- Others: £1,600 +vat (until 28/02/18 - normal price £2,000)

574 delegates, including 284 senior executives representing 126 banks  from 50 countries worldwide, attended Branch Transformation 2017.  For for more information on how your company can get involved  in Branch Transformation 2018 please get in touch. Below is an overview of the exhibition hall at the 2017 event.

Media partners: Banking Technology  |  Card & Payments World  |  Financial IT  |  Fintech Finance  |  FStech IBS Journal  |  Kiosk Solutions  |  Payments Cards and Mobile  |  Payment Week 

A summary of the 2017 speaker agenda is shown below – alternatively you can download a detailed version. We are already working on this year's speaker programme, so please get in touch if you would like to suggest a presentation.

DAY 1: Tuesday 28th November 2017


• Designing branch experience for the future
  Ivan Dubovsky, Managing Director, Head of Business Transformation, Barclays (UK) and Steve Lidbury, Managing Principal, Eight Inc (UK)
• Connected Commerce – the digital future is now; transcend channels and create connected touchpoints
  Alan Kerr, SVP, Software, Diebold Nixdorf  (USA)
• How to balance the digital and physical service delivery
  Morten Jorgensen, Director, RBR (UK)
• Showrooms, stores and service centres – at the heart of relationship banking
  Kevin Norlin, SVP, Global Sales Financial Services, NCR (USA)
• Will reinvention wreck the branch?
  Rachel Rich, VP, North American Digital Channels, Senior Marketing Manager, BMO Financial Group (USA)
• We were bankers
  Mike Bielamowicz, EVP, Global Solutions, Glory (USA)


• Five things about branch transformation that we all get wrong
  Jon Voorhees, Financial Industry Consultant, President, BankDistributionStrategies (USA) and Mort O'Sullivan, Founder and CEO, ARCA (USA)
• Branch network transition in a digital context
  Morten Olsen, Head of Branch and ATM Development, Nordea (Denmark)
• Effective branch network transformation – key success factors
  Artur Zurek, Head of Retail Network Support and Optimisation Department, Bank Millennium (Poland)


• From service to sales to assisted self-service to sales
  Sergio Magalhães, Head of the Branch of the Future Department, Millennium bcp (Portugal) and Nicola Simeone, Head of Professional Services, Auriga (Italy)
• Bank branches supporting their communities
  Scott McLennan, Regional Manager, Santander (UK)
• Optimising the network with microbranches
  Mauro Iannucci, Network Innovation Manager, BNL BNP Paribas (Italy)


• Branching out – meeting transactional banking needs of UK business
  Phil Trew, Head of Cash Products, RBS Group (UK)
• The physical reboot – who says that the branch elephant can’t dance?
  Ravikumaran Govender, Head of Channel Strategy and Development, Retail and Business Banking, Absa (South Africa)
• New-generation digital branches
  Visal Ahmet Özten, Director of Alternative Distribution Channels, Al-Baraka Bank (Turkey)


• The bank branch as a digital lounge
  Joanna Jabłonska-Białowas, Director of Customer Relationship Department, Alior Bank (Poland) and Maciej Jakubowski, Head of Design, Alior Bank (Poland)
• Redesigning the customer experience with digital across physical channels
  Ateş Şakrak, Head of Retail and Private Strategic Business Management, TEB (Turkey)
• Using digitalisation as the balance between serving core and future customers
  Resmi Hibraj, Head of Cards Business and Electronic Banking Retail Division, Raiffeisen Bank (Albania) and Joe Gallagher, GM & VP, Software Services and Branch Software, NCR (UK)

17:30 Closing remarks and drinks reception (everyone invited!)

DAY 2: Wednesday 29th November 2017


• Branch transformation for the corporate banking customer
  Lee Walker, Head of Manual Payments, UK Corporate Banking, Barclays (UK)
• A two-pronged approach: using peak time management and big data to drive efficiency and sales
  Mehmet Soytorun, Service Quality SVP, DenizBank (Turkey)
• Enhancing the customer experience while simultaneously improving efficiency
  Dukhabandhu Rath, Chief General Manager, Operations, SBI (India)


• What are the uses for artificial intelligence in the branch?
  Hannah Cawthorne, Principal Industry Strategist, Financial Services, Microsoft (UK)
• The branch robot – a case study
  André Duarte, Associate Vice President, Self-Service Banking and Branch Transformation, Emirates NBD (UAE)
• Leveraging AI to deliver superior customer experiences in branches
  Prasanna Gopalakrishnan, SVP, Chief Digital and Information Officer, Boston Private (USA)


• Software – a key enabler for branch transformation and innovation
  Sol Gindi, Chief Administrative Officer, Consumer Bank, JPMorgan Chase (USA) and Devon Watson, VP and Chief Marketing Officer, Diebold Nixdorf (USA)
• Branch design driven by customer insight
  Hazal Özgüven, Senior Vice President of Process Development and Organisation, Garanti Bank (Turkey) and Emre Kuzlu, Group Partner and Managing Director Istanbul, I-AM (Turkey)
• Branch transformation – a fundamental change across the bank
  Maisa J Shunnar, Head of Strategy Implementation and Transformation Department, Bahrain Islamic Bank (Bahrain)


• Replacing branches with stores – a sales-focused outlet
  Ronald Pieters, Director Retail and Advice, SNS Bank (Netherlands)
• Transforming customer service in the digital age
  Eric de Putter, Managing Partner, Payment Redesign (UK) and Matthew Grant, Commercial Director, RealVNC (UK)
• Outsourcing branch transformation processes – an IAD perspective
  Givanildo da Luz, CEO, Saque e Pague (Brazil)


• How to avoid branch disruption
  Jean-Pierre Lacroix, President, SLDNXT (USA)
• Branch transformation – where design meets function
  Cathy dePasquale, SVP, Director of Strategic Development and Delivery, Flushing Bank (USA)
• Digital meets traditional – taking a hybrid approach?
  Simona Stankovska, Head of Industry Communications, iam bank (UK)
• How many branches does your bank need?
  Ian Goodliffe, Associate, CACI (UK)

15:45 Closing remarks

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