Retail Banking Forum 2017 15th Annual Retail Banking Forum | Page 6

DAY 1
10 th October 2017
16:50 Revolutionize the Future
of CX
• Integrate data from multiple
sources
• Validate and prioritize
• Move from reactive to
proactive
• Partner & create an emotionally
engaging experience
17:20 Design Thinking -
Visionary Customer
Experience
• A forward-looking perspective
• The right people to get
involved
• Steps in the process of design
thinking
• Disruptive transformation of a
company’s culture
• End-to-end redesign
16:50 Identity and the Internet
16:50 Mobile Wallet & Payment
of Things (IoT) in
Banking
Strategies
• Own experience vs. plug-
and-play 3rd-party option vs.
strategy of participation
• The changing payments
landscape
• Servicing different types of
customers
• Challenges, hurdles and
lessons learned
• Harnessing the power of IoT
• Benefits for banks
• Implications and challenges
for the supply chain
• Importance of cyber security
17:20 The Rebirth of Chatbots
• AI chatbot technology
• New opportunities for
financial providers
• Bringing back the B2C
dialogue online
• First-line support for business
17:20 Mobile Payments and
the IoT
• Authentication and identity in
the augmented space
• E-commerce and
m-commerce opportunities
• Targeted advice, context-
aware offers and insights
• New security challenges
17: 50 “Know Your Peer” Cocktail and Whisky Tasting Reception
“It is very interesting because we have
seen different players here: we've
seen FinTechs, banks and regulators,
and these are the three main players
right now in digital transformation.”
Maria Jose Jorda, BBVA, Head
of Customer Experience
Transformation
“I didn't know what to expect, I
didn’t know a lot of people, but
it has actually been great, the
presentations have been great
and I think I will definitely come
back next year.”
Julian Colombo, Santander,
Global Head of CRM,
Business Intelligence and
Commercial Tools