21 - 24 January, 2019
Grand Copthorne Waterfront Hotel, Singapore
Grand Copthorne Waterfront Hotel, Singapore
Conference Day Two - 23 January Wednesday
8:30 am - 9:00 am Morning Refreshment and Registration
9:00 am - 9:10 am Opening Remarks from the Chairperson
OMNICHANNEL BANKING
9:10 am - 9:55 am PANEL: Integrating Offline and Online Platforms for a Seamless Banking Experience
- Using data strategically to address diverse customer needs and to invest in the right channels for coherent banking experiences
- Determining unique customer touch points to attract new and existing users across omnichannels
- Creating synergies between offline and online channels to develop unified customer journeys
9:55 am - 10:25 am Driving Intelligent Customer Interactions Across Branch and Digital Banking
- Leveraging intelligent automation for lean and reliable operations to deliver unparalleled customer service
- Facilitating advanced interactions and advisory services using chatbots at lower costs
- Integrating automated services in simple banking transactions for improved efficiency at a mass level
10:25 am - 11:10 am Speed Networking & Morning Break
BRANCH EXPERIENCE AND CUSTOMER ENGAGEMENT
Roundtable 1
11:10 am - 12:30 pm Personalising the In-Branch ExperienceRoundtable 2
11:10 am - 12:30 pm Measuring In-Branch Customer SatisfactionRoundtable 3
11:10 am - 12:30 pm Robotic Process Automation to Drive Operational Excellence in BranchRoundtable 4
11:10 am - 12:30 pm The Latest Self-Service Technologies to Empower Customers and Enable Service ExcellenceOPTIMISING THE BRANCH EXPERIENCE
12:30 pm - 1:30 pm Networking Lunch
1:30 pm - 2:00 pm Integrating Digital and Human Assisted Channels to Complement the Branch Experience
- The importance of omnichannel and how it elevates branch interactions
- Creating synergies between all touch points: Digital, human assisted and hybrid
- Orchestrating services and interactions across platforms – seamlessly, consistently and in the right context
Sylwia Kulesza
Senior Executive Director, Digital Engagement & Cross-Channel Sales, Group Digital BankingStandard Chartered
2:00 pm - 2:45 pm PANEL: Self-Service vs. In-Person Service: Evaluating User Experience, Service Effectiveness and ROI
- Comparing customer satisfaction and operational efficiencies across channels
- Deciding the right strategy for different transactions and services
- Scaling growth with the integration of humans and machines to impress and win over next-generation banking customers
2:45 pm - 3:15 pm Transforming Branch Experience with Human-Centered Designs
- Ensuring the customer is the focal point of all interactions and services
- Applying design-thinking principles to reimagine the branch experience
- Striking a balance between design, efficiency and customer-centric
3:15 pm - 3:45 pm Afternoon Tea Break
NEXT GENERATION BRANCHES
3:45 pm - 4:30 pm PANEL: Optimising Branch Network Strategy in the Digital Age
- Deciding on the intent and purpose of branch network and how it fits within the organisational roadmap
- Designing differentiated services and experiences in relation to market and customer segments
- Assessing the impacts of a ‘phygital’ world and how it influences branch planning
4:30 pm - 5:00 pm Data-Driven Insights to Drive In-Branch Customer Acquisition, Retention and Loyalty
- The use of data in branch planning, network optimisation and for identifying opportunities in sales and service
- How will this in turn shape branch designs and core products and services offerings?
- Further harnessing data to enable instant and informed decisions to elevate branch experience and interactions