Pre-Conference Workshops: Tuesday, 3rd November 2020

Workshop A

8:00 am - 10:00 am Branch-In-A-Box: Cost Efficient Way to Expand Your Branch Network in Regional Areas

Chuck Frederick - Chief Retail Officer, Academy Bank US
Financial industry recently struggles with a dilemma: how to keep their branch network up and running while it produces many costs, but not necessary enough profit. There is a new concept in the industry, called ‘Branch-In-A-Box’ that provides a new experience of a standardized and humanity banking.

Branch-In-A-Box or Virtual Teller Machine enables banks to reach customers in remote areas and allows them to conduct most transactions previously available only in a branch. It offers banks flexibility to adjust its location due to the population dynamics.

What Will This Workshop Cover:

Chuck Frederick, a Chief Retail Officer at Academy Bank in the U.S. is a key national subject matter expert on Retail and Branch Network Strategy . Chuck has spent more than 20 years in the industry, and has been acting as a mentor to his in-store staff. In his day-to-day work he identifies and implements initiatives to improve overall branch network, in support of Academy Bank’s Retail strategy.

  • Understand how strategic use of VTMs decreases your branch network costs whist it maintains your presence in remote areas
  • Hear how VTMs enable remote experts to consult customers out of office hours
  • Learn how extended VTMs operating hours helps you serve bigger numbers of customers

Chuck Frederick

Chief Retail Officer
Academy Bank US

Workshop B

10:30 am - 12:30 pm Employee Power: A Way to Boost Your Revenue Through Close Customer Relationships

Matthew Read - Head of Sales and Distribution – Asia Pacific & EMEA, Citi Singapore
Stores transformation means redefined and close customer relationships. Even though, it may seem a simple step to take, many institutions struggle with inspiring their employees to build loyalty and deepen customer relationships. Make sure your employees see customers as business partners rather than just buyers, and this approach will bring a significant revenue increase if done correctly.

What Will This Workshop Cover:

Matthew Read from Citi Singapore is a recognized industry subject matter expert with more than 20 years experience in Australia and Asia. He delivers exceptional results looking after employee incentives, staff development programs and performance management. He knows best training methods to equip your workforce with highly desirable skills, as 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.

  • What soft skills are essential for your employees to get past the basics with customers
  • How to build loyalty through deeper customer relationships
  • How your staff can reduce stress and increase trust whist assisting customers with making complex buying decisions

Matthew Read

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

Workshop C

1:30 pm - 3:30 pm Serve Your Customers Around The Clock: Integrating Digital Channels With Your Physical Network

Min Yun - Director – Customer Research and Planning, MUFG Union Bank US
Customers now expect to be able to bank around the clock, and banks operations must adapt to meet this expectation. Digital channels are one way to effectively extend your operating hours and support your branch network. Strategic use of digital, as well as physical distribution channels plays a key role in customer acquisition and retention in this highly competitive banking sector.

Learn how to deliver exceptional omni-channel experience, and connect all consumer touch points together in order to offer seamless customer journey.

What Will This Workshop Cover:

Min Yun, Director of Customer Research and Planning from MUFG Union Bank US has an extensive financial services experience, primarily in retail banking and wealth management. He has served in both strategic and operational capacities with successful leadership experience in identifying strategic opportunities, engaging stakeholders at all levels and delivering effective and implementable solutions.

  • How implementing successful omni-channel strategy enables you to serve customers after business hours
  • How to ensure digital channels are intuitive enough to service whole range of generations
  • How your variety of customer facing channels enables you to serve more customers without the need to extend your physical network

Min Yun

Director – Customer Research and Planning
MUFG Union Bank US