Conference Day One: Wednesday, 4th November 2020

9:30 am - 9:40 am Conference Opening

9:00 am - 9:30 am Coffee And Registration

9:40 am - 10:20 am KEYNOTE SESSION: Transformation From a Salesperson into a Financial Advisor: How to Train Branch Staff to Equip Them With the New Skills They Need To Increase Sales Numbers

Matthew Read - Head of Sales and Distribution – Asia Pacific & EMEA, Citi Singapore
Citi Bank understands that branch innovation relates not only to design and technology, but also to workforce who represent their brand in their day-to-day tasks. The role of a Citi banker has changed over the last few years, as the financial industry is now starting to play a different role in their customers’ life. Learn how to inspire your staff to play a consultative role in your customers’ life and build more value conversation, and you are sure to see a revenue growth in no time.

Matthew Read from Citi Singapore has more than 20 year experience across financial industry in Australia and Asia. He delivers exceptional results looking after employee incentives, staff development programs and performance management. He has end-to-end accountability of sales & distribution across Asia Pacific & EMEA, incorporating USD $250 Billion AUM, 4800 frontline employee’s plus the branch/ATM network.

In this session learn:
  • Best training methods to equip your workforce with highly desirable skills
  • What are the key soft and hard skills branch staff should have
  • Advantages of having more value conversations and building real relationships with customers
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Matthew Read

Head of Sales and Distribution – Asia Pacific & EMEA
Citi Singapore

10:20 am - 11:00 am KEYNOTE VIDEO PRESENTATION: Offering Seamless Customer Experience by Finding the Right Place for Your Branch Network in An Omni-Channel Strategy

Misti Mostiller - Director of Consumer Banking & Enterprise Innovation, Extraco Banks US
Extraco Bank understands that physical network still plays a critical role in building trust and credibility by providing advisory services, offering convenience and assisting in the transition to digital channels. However, their customers expect their experience to be the same across every channel, whether in-person or online. Hear how they ensure they know their customers, have access to their past transactions and, with that information, anticipate their needs.

Learn from Misti Mostiller who is responsible for all customer facing channels including retail branch network, the call center, online and mobile banking.

In this session learn:
  • How to provide exceptional customer experience across all your channels
  • How to give customers enough ways to interact with you in person and online
  • How to offer speed, security and personal approach regardless of channel
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Misti Mostiller

Director of Consumer Banking & Enterprise Innovation
Extraco Banks US

11:00 am - 11:20 am Speed Networking

11:20 am - 11:40 am Morning Tea

11:40 am - 12:20 pm Australia Post Case Study: Leveraging Retail Partnerships And Tailoring Post Offices According To Differing Customer Needs To Drive Profitable Retail Network Operations

Robert Hooper - Head of Banking and Distribution, Australia Post
Anthony Wheaton - Head of Retail Experience and Design, Australia Post
Australia Post is the largest Australian Retailer that develops their stores according to the local community needs. They transform their products and services to meet constantly changing customer and business needs. Their goal is to deliver right services to all customers, whether they are in metro, rural or regional areas.

In this session learn:
  • How to segment your business to drive profitable stores
  • How to meet both, commercial and community service obligations at the same time
  • How partnering with banks and retailers ensures Australia Post services are accessible to all Australian through extensive network
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Robert Hooper

Head of Banking and Distribution
Australia Post

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Anthony Wheaton

Head of Retail Experience and Design
Australia Post

12:20 pm - 1:00 pm Heritage Bank Case Study: Understanding Why Leading Technology Is Not Enough To Drive Successful Branch Innovation - The Importance Of People Transformation

Kevin Potter - Chief Customer Officer, Heritage Bank
As most of financial industry is working on driving customers and members into branches, and continue to focus on technology side of transformation, employees are often overlooked. Heritage Bank faced the same challenge and understood that bank staff members need to be beyond just bank tellers in order to succeed. They transformed their workforce into brand ambassadors who educate customers and look after their needs in order to deliver innovation through enhanced customer experience. Listen how Kevin Potter’s team looks after his customers’ best interests.

In this session understand:
  • How leading technology is not enough to drive successful branch innovation
  • How engaged workforce offer unique value that customers cannot find using digital channels
  • How simple and stress less sales process results in exceptional branch experience
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Kevin Potter

Chief Customer Officer
Heritage Bank

1:00 pm - 2:00 pm Lunch Break

Interactive Discussions
Discussions will be led by subject matter experts who will facilitate an opportunity to compare and contrast your experiences and thoughts with others. You have 25 minutes to discuss each topic.

TABLE A

2:00 pm - 3:15 pm The Experience-Led Branch – How To Leverage Technology, And Human Interaction In Order To Provide Great Customer And Employee Experience
Kevin Potter - Chief Customer Officer, Heritage Bank
Most branch transformation strategies focus on the promise of new technology, and forget core parts of their organization –employees. When everything is available online, your branch network has to offer a unique value to the customers in order to build trust and lasting relationships.

Discuss:
  • Why new technology is only one step in transforming branch network
  • How right approach towards your customers reinforces their engagement
  • How committed workforce can transform your branch visit into a unique experience
Facilitator:

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Kevin Potter

Chief Customer Officer
Heritage Bank

TABLE B

2:00 pm - 3:15 pm Sustainable Branch – How To Expand Your Retail Network In An Economical And Environmentally Sustainable Way
Claire Bowles - Sustainability Lead, i2C Architects
Consumers are seeking brands that champion value that align with their own. They are looking for socially conscious statements, and pressing companies to make both their products and businesses sustainable. Do you know how to build sustainable branch network?

Discuss:
  • How to best ensure the sustainable future of your branch network
  • How representing sustainable values through your business activity build your brand
  • How businesses that make difference to the environment and society attract environmentally conscious customers
Facilitator:

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Claire Bowles

Sustainability Lead
i2C Architects

TABLE C

2:00 pm - 3:15 pm Virtual Teller Machines – Are They A Necessary Next Step In Branch Transformation?
Min Yun - Director – Customer Research and Planning, MUFG Union Bank US
Smart branches should offer customers ability to come into a branch any time of day or night and get anything they need, from new products like loans or credit cards to service, quickly. Are Virtual Teller Machines the best way to provide that?

Discuss:
  • Do you think your target market would benefit from VTMs?
  • What capabilities VTMs should have to improve your branch network (cash deposit, cash withdrawal, virtual account opening, card issuance etc.)?
  • Should VTMs be operated by a teller or Artificial Intelligence?
Facilitator:
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Min Yun

Director – Customer Research and Planning
MUFG Union Bank US

3:15 pm - 3:40 pm Afternoon Tea

3:40 pm - 4:20 pm Service NSW Case Study: Finding an Effective Way to Serve Transactions from Over 50 Governmental Agencies Through NSW Service Centre Hubs

Cassandra Gibbens - Director – Service Centres, Service NSW
Service NSW did a fantastic job with transforming their traditional branches into highly efficient service center hubs that serve transactions from over 50 different Governmental Agencies. They have tailored their 106 branches according to local community needs to guarantee that each Service Centre provides consistent service offering. Hear how they blend technology, teamwork, highly qualified staff members and Service Centre design to ensure they meet their customer needs and expectations.

In this session, learn:
  • How technology and self-service compliments Service NSW operations
  • How Service NSW design enables them to deliver great customer experience and serve high number of customers
  • How well managed and trained staff members deliver transactions from a variety of Governmental Agencies
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Cassandra Gibbens

Director – Service Centres
Service NSW

Branches are going thought a major redesign across the industry, but there is not a single, unify way that works for all institutions. Panelists will talk though their approach to redesign of their branches. You will learn what initiatives they have undergone, what their plans are and how the size of their institution has affected their decisions. Q&A will take place after all panelist presented their stories.

  • How branches changed in your organization in the last few years?
  • What benefits redesigning your branches brought to your organization?
  • What is your strategy for branches innovation in the future?
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Claire Bowles

Sustainability Lead
i2C Architects

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Andrea Johansen

Head of Future Network
Bendigo Bank

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Matthew Read

Head of Sales and Distribution – Asia Pacific & EMEA
Citi Singapore

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Cassandra Gibbens

Director – Service Centres
Service NSW

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Tracey Said

Executive Manager Customer
IAG

5:00 pm - 5:00 pm Conference Closing