21 - 24 January, 2019
Grand Copthorne Waterfront Hotel, Singapore
Grand Copthorne Waterfront Hotel, Singapore
Conference Day One - 22 January Tuesday
8:00 am - 9:00 am Morning Refreshment and Registration
9:00 am - 9:10 am Opening Remarks from the Chairperson
NEXT-GENERATION BANKING
9:10 am - 9:55 am CXO Panel: Building the Future Banking Ecosystem: Innovation and Transformation in the Digital Era
- Transitioning from a traditional banking business model to an ecosystem approach
- Making strategic investments in people, process and technology and ensuring alignment with business objectives
- Driving core banking modernization and innovation across all departments
9:55 am - 10:25 am Using AI to Decode and Unlock New Banking Value Propositions
- Unlocking the value of data to transition from product to customer-centric
- Making informed decisions across products, marketing, sales and distribution to grow your customer base
- Deploying customer-first strategies to meet next-gen market needs
10:25 am - 11:10 am Speed Networking & Morning Break
RE-THINKING BRANCH
11:10 am - 11:40 am Achieving Efficiencies & Growth in Branches for Improved Customer Experience
- Structural changes to alignment of branch function for improved service delivery
- Delivering superior customer experience levels at branches through cultural transformation
- New metrics to effectively assess, measure and benchmark branch performance through real time business activity monitoring
- Using Journey Maps to create delightful customer interactions at branches
11:40 am - 12:10 pm Building the Branch of the Future
- Redefining the role of branch in the new omnichannel customer journey
- Spearheading branch digitalisation for customer and operational excellence
- Effective digital leadership and upskilling to ensure branch transformation success
12:10 pm - 12:40 pm Driving Excellence in Branch Banking and Staying Competitive in the Digital Age
- Innovating branch designs, services and interactions
- Elevating branch efficiencies to elevate overall branch experience
- Putting a focus on in-branch engagement
12:55 pm - 2:00 pm Networking Lunch
BRANCH DIGITALISATION & AUTOMATION
2:00 pm - 2:30 pm Accelerating Digital Transformation in Branch – and What’s Next?
- The importance of branch digitalisation in ensuring market competitiveness and service excellence
- Reinventing branch banking processes and operations through legacy modernisation and strategic investments in digital self-service technologies
- The way forward: Maintaining a cutting-edge branch digital strategy across customer experience and back office operations
Andreas Kurniawan
Executive Vice President, Head of Digital Banking and TransformationOCBCNISP
2:30 pm - 3:15 pm INNOVATION SPOTLIGHTS [3 SHOWCASES @ 15 MINS EACH]
INNOVATION SPOTLIGHTS [3 SHOWCASES @ 15 MINS EACH]
Innovation Spotlight 1
2:30 pm - 2:45 pm Digital Customer Onboarding in BranchInnovation Spotlight 2
2:45 pm - 3:00 pm Secure Customer Verification and Authentication in BranchInnovation Spotlight 3
3:00 pm - 3:15 pm Automating Core Banking Processes in Branch3:15 pm - 3:45 pm Enhancing Branch Operating Efficiencies through Standardisation, Simplification and Automation
- Connecting the dots from operational excellence to outstanding customer experience
- Redesigning processes and operations with a customer-centric lens
- Deploying digital self-service and automation tools to fast-track transformation
SMART DIGITAL BRANCHES
4:15 pm - 4:45 pm Going Digital: A Journey Towards Automated and Unmanned Branch
- Developing framework for designing digital branches and key considerations in technology, infrastructure and designs
- Uncover key challenges on cost, operations and customer experiences and ways to overcome them
- Operating an unmanned store: Collecting valuable data for continuous improvement and customer insights
Vijayakumar Subramaniam
Vice President, Process Innovation & Customer ExperienceAffin Bank Berhad
4:45 pm - 5:15 pm The Ark by UnionBank: Behind-the-Scenes on Delivering Philippines’ First All-Digital Bank
- Digitising branch transactions: The where, why and how
- Streamlining branch processes and driving operational productivity with digital self-service tools and automation
- Adopting a digital-first mindset: From establishing turnaround times for transactions to innovating in-branch customer experience
Ron Puno
First Vice President, Head Business Process Automation, Robotic Process Automation & AIUnion Bank of the Philippines