GLOBAL DIGITAL BANKING SERIES, NZ EDITION 2017 - RFi Group
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GLOBAL DIGITAL BANKING
SERIES, NZ EDITION 2017
Delighting customers through digital
Wednesday 8 th March 2017
For more information, please
The Langham, Auckland contact Lucy Ladbrooke,
83 Symonds Street, Grafton, Auckland RFi Group on +61 2 9126 2627
lladbrooke@rfigroup.com
This agenda is subject to change
LEAD SPONSORS EVENT PARTNERS MEDIA PARTNERGLOBAL DIGITAL BANKING SERIES 2017
Global Digital Banking Series – NZ About RFi Group & Our Events
Edition
The RFi Group global event series has included London, Toronto, Dubai, RFi Group is a global business intelligence and digital media
Singapore and Melbourne was specifically designed to optimise RFi Group’s provider focusing exclusively on financial services.
global research expertise and provide an opportunity to share insightful
global best practice and thought leadership. We specialise in data and information gathering, customer based
insight generation and business decision support for the world’s
The Global Digital Banking Conference – New Zealand Edition, will examine leading financial service providers.
and investigate the latest insights and best practice success stories for
digital engagement, innovation and customer experience across the full With offices in Toronto, San Franscisco, London, Hong Kong,
range of retail banking facets including acquisition, the main bank Singapore, Sydney and Melbourne, RFi Group consistently
relationship, share of wallet, targeting specific consumer segments as well provides clients with tailored advice and independent intelligence
as new forms of payments. relevant to their specific market needs.
The agenda focuses on what it takes to improve digital performance across With a core focus on delivering insightful, valuable and actionable
customer experience and satisfaction, how to win the all-important main research within the banking sector both locally and
bank digital relationship and gain greater share of wallet as well as internationally, RFi Group’s offering covers retail, SME, corporate,
economic, competitive and regulatory factors affecting New Zealand’s investment and private banking.
retail banking sector.
RFi Group produces over 70 key events throughout the year with
an aim to produce quality interactive forums with insightful and
The day will bring together over 100 banking executives and key decision
makers to discuss the sector and all that’s top of mind for those in banking relevant debate. We utilise our market insight to produce high-
today quality industry gatherings that provide attendees with both
topical and thought provoking sessions.
Key themes include:
+ The future of banking Our events are aimed at senior level industry leaders and we
+ Addressing macro and micro economic and regulatory factors secure both national and internationally recognised speakers.
+ International best practice and local learnings
+ Attracting the migrant sector
+ Understanding customer segments
+ Creating a 'digital-first' banking approach
+ FinTech
+ Alternate industry delightful CX
+ Payment landscape changes and uncovered opportunities
+ Smart data and its best use
Who Should Attend?
+ Heads of Retail Banking
+ Senior Directors and executives of retail banking
+ Senior executives, heads and directors of customer experience
+ Head and directors of lending - Mortgages and Personal Loans
+ Head and directors of cards and payment processing
+ Senior executives, heads and directors of digital and technology
+ Heads and directors of branches, distribution, and product development
+ Head and directors of marketing
Register now - enquiries@rfievents.com.au / +61 2 9146 5950GLOBAL DIGITAL BANKING SERIES 2017
Agenda
Wednesday 8th March 2017
REGISTRATION
8:30-8:55AM
Arrival tea and coffee
WELCOME AND OVERVIEW
8:55-9:00AM
Chloé James, Group Media and PR Director, RFi Group
SESSION ONE: THE NEW ZEALAND ADVANTAGE AND HOW TO REALISE IT
Chaired by: Andrew Stabback, CEO, AB+F
Opening Keynote
Mastering digital innovation at breakneck speed
09:00-9:30AM
What do we mean by digital anyway - product development, research, agility and experimentation?
Detangling systems to empower bankers
Digital V’s IT - balancing the juggle
What is the end goal for digital transformation?
Paul Shetler, Digital Chief Executive and Entrepreneur
former Chief Digital Officer, Australian Government Digital Transformation Agency, Chief Digital Officer, UK Ministry of Justice
Executive positions at SWIFT, Microsoft and Republic National Bank of New York
International Keynote - Europe
Moving to a digital first banking approach and preserving heritage
09:30-10:00AM
Understanding the customer - service quality and successes in the UK
The Barclays experience in digital and CX
Macro-trends and their impact on British banks
Key themes in UK retail banking strategy, compared with local themes
Catherine McGrath, Managing Director - Retail Banking, Barclays (UK)
The finest design: Where New Zealand gets it right
10:00-10:30am
Winning strategies to engage, educate and enthrall
Maintaining a customer centric approach against diverse customer needs and preferences
The new responsiveness expectations
Tracking customer satisfaction for continual improvement
Nico Neethling, Experience Innovation Director, DNA
MORNING TEA – 10:30-11:00AM
Register now - enquiries@rfievents.com.au / +61 2 9146 5950GLOBAL DIGITAL BANKING SERIES 2017
SESSION TWO: ECONOMIC FACTORS AND GROWING A DIGITAL FIRST THINKING BANK
RFi Group data states that in developed markets, 50% of Gen Y consumers would prefer to apply for banking products via digital channels by the year 2020
NZ customers in a global context; Money, mobile, millennials and migrants
11:00-11:30AM
Demographics and digital
Macroeconomic outlook
Key customer segments
Where is the growth?
Amit Khan, Head of Client Insights, RFi Research
Innovation – FinTech Insider
11:30AM-12:15PM
Fostering start-up thinking - advice for a bank for agile change
Creating entrepreneurial energy within corporate organizations’
Working together - labs of innovation
Chaired by; Mitchell Pham, Leader, FinTechNZ Core Working Group and NZTech Chair
With; Anna Curzon, Country Head NZ, Xero
Brad Hagstrom, CEO, Harmoney
Leighton Roberts, Founder, Sharesies
PANEL: Growing digital-first-thinking across the bank
12:15-1:00PM
How digital experience drives customer expectations from the retail to the business bank
Problem projects - what’s keeping you awake at night and where are the banking road blocks?
What slows down banking in New Zealand?
How to think like a start up
Driving results through digital
Chaired by; Josh Gadsby, Business Development Director, RFi Group
With; Peter Fletcher-Dobson, Digital Strategy Lead, Kiwibank
Shane Howell, Chief Product Officer, Marketing Products & Transformation, Westpac
Beat Lacy-Goehring, Head of Core Banking Products, BNZ
Catherine McGrath, Managing Director - Retail Banking, Barclays (UK)
NETWORKING LUNCH – 1:00 – 2:00PM
SESSION THREE: DATA, PAYMENTS AND A LOOK AHEAD
RFi Group data states that in developed markets, 50% of Gen Y consumers would prefer to apply for banking products via digita l channels by the year 2020
Customer Insight in a Cognitive World
2:00-2:30PM
How Big Data and the latest technology can drive new customer insight
A session highlighting how the latest software innovations combined with new information can deliver new levels of customer
insight and profiling. Delegates will learn how global industry developments have created new techniques to build customer
awareness and deliver lines of service in a secure and governed manner
Kieran Hagan, Big Data and Analytics Technical Team Leader for Australia and New Zealand, IBM
Register now - enquiries@rfievents.com.au / +61 2 9146 5950GLOBAL DIGITAL BANKING SERIES 2017
According to RFi Group research comparing 11 major global markets (including the UK, Australia, Canada and China), New Zealand has experienced the
biggest uplift in contactless usage in the last two years, signifying a clear attraction to new payments technology amongst New Zealanders
PANEL: The payments revolution
2:30-3:10PM
Next generation payments - where are they heading and what could they look like?
New to market players and what to expect going forward
Payments NZ’s Payments Direction - understanding the payments system strategy in NZ
Evolution of the payments landscape - how will it evolve as strategic partnerships become more common?
Chaired by; Andrew Stabback, CEO, AB+F
With; Bradley Gerdis, CEO, SmartPay
Jane-Renee Retimana, Head of Strategy and Corporate Affairs, Payments NZ
Simon Rouse, Managing Director, PayPlus - WeChat NZ Agent
AFTERNOON TEA – 3:10-3:40PM
SESSION FOUR: SURPRISE AND DELIGHT ME – LESSONS WHERE NEW ZEALAND EXCELS
Collaboration: building seamless experiences
3:40-4:10PM
Role of collaboration in driving future of payments
How will the payments landscape evolve as strategic partnerships become more common?
The role of APIs in building truly frictionless payments
The capabilities that FIs need to be thinking about to respond to changing customer needs
A fireside chat hosted by Marty Kerr, Country Manager, Visa
Ross Jackson, Head of Cards and Payments – BNZ
Kristen Lunman, Programme Director - Kiwibank FinTech Accelerator at Lightning Lab
Shaun Rees, Digital Lead, Business - ANZ
Pavan Vyas, Managing Director, Rush Digital
PANEL: The evolution of customer behaviour – Lessons where New Zealand excels
4:10-4:55PM
Customer experience - how to achieve the ultimate surprise and delight moments
Embedding feedback to make real change - the key to being remembered
The best in customer service and tracking customer satisfaction
Innovative ways to create stickiness and promotors
Joining the conversation - the importance of social and other channels
The importance of loyalty and reward
Chaired by; Nicole Williams, Chief Marketing Officer, SilverStripe
With; Ryan Harding, Residential Sales at Barfoot & Thompson (Property)
Stephen Maskell, Experience Director and Principal, DNA (Design)
Hamish Pinkham, Founder and Director, Rhythm Group (Rhythm and Vines Music Festival) (Entertainment)
Amy Wadwell, Communications & Online Manager, Netball New Zealand - the Silver Ferns (Sport)
Susan M. Warren, Destination Branding, Marketing, Management (Sustainable Tourism)
5:00PM - CLOSING REMARKS - Andrew Stabback, CEO, AB+F
Register now - enquiries@rfievents.com.au / +61 2 9146 5950You can also read
