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The number of delivery channels available to financial institutions is developing rapidly. Simply adding a new channel is not enough. Without an integrated strategy can you stay ahead of the game?

At SMi, we have saved you the time and effort by doing the research for you. Our in-depth programme covers the most important delivery issues for financial service providers and the latest options available. Find out what effects new technologies have had on traditional delivery channels and what cross selling opportunities can be generated?

What you will learn at this event:

· What are the channels available

· What are the benefits and disadvantages of each

· How will customer relations be effected

· How to effectively integrate a multi channel system within your whole institution

And that’s not all. The programme also includes case studies by leading banks on their experiences and the benefits and potential pitfalls of certain channels.

speakers include:

.David Williams, Head of Portals, Lloyds TSB

· Jonathan Penny, Senior Programme Manager, eWorld, Barclays Bank

· Scott Patterson, Director, ECommerce Business Banking, Bank of Scotland

· Andy Stephens, ECommerce & M.I. Manager, Zurich Commercial

· John Kilgallon, Head of Convenience Retailing Development, Abbey National

· Edwin Davies, Senior Manager, Strategy and Development, Nationwide Building Society

· Jonathan Hewett, Channel and Sales Director, Sainsburys Bank

· Andrew Norton, Head of Retail, Birmingham Midshires

Conference programme

8:30 Registration and Coffee

9:00 Chairman's Opening Remarks

Jim Tomaney

Jim Tomaney, Marketing Director, ACI Worldwide

9:10 ACHIEVE SECURITY AND RELATIONSHIP VALUE IN YOUR ONLINE COMMUNICATIONS STRATEGY

Andrew Liddle

Andrew Liddle, Business Development Director, Tumbleweed Communications

  • Current market dynamics and effect on relationships
  • Role of secure messaging in e-business strategy
  • Pre-emptive stakeholder relationship management
  • Management of online communications both within and beyond an enterprise to satisfy security, legal and regulatory requirements
  • 9:30 BENEFITS OF MULTI CHANNEL

    Peter Harrison

    Peter Harrison, Principle Consultant, KPMG Consulting

  • Quantifying benefits and understanding ROI
  • Is the technology ready to support your business goals
  • Integrated seems to be the hardest word
  • The customer experience
  • 10:10 THE DYNAMIC BUILDING SOCIETY

    Edwin Davis

    Edwin Davis, Senior Manager, Strategy and Development, Nationwide Building Society

  • Why take a multi channel approach
  • Integrating physical and virtual channels
  • Developing a universal process
  • Customer experience and behaviour
  • Potential markets for development
  • 11:10 To be confirmed

    To be confirmed

    To be confirmed, ,

    11:50 Morning Coffee

    12:00 SETTLING THE MIX

    Mark Greenaway

    Mark Greenaway, Senior Consultant, AIT

  • The benefits of channel selection
  • Realising the balance between information and security
  • Integrated systems solutions
  • How to get the most out of your channels
  • Current and future trends, potential for growth
  • 12:30 Lunch

    14:00 WEB SERVICES – THE FUTURE OF MULTI-CHANNEL ENABLEMENT

    John Lazenby

    John Lazenby, Senior E-Commerce Consultant, Nettec

  • Redefining ‘clients’ in the Web services world
  • Who are the players (overview of available technology)
  • Web services demonstration
  • The way forward
  • 14:40 CASE STUDY: ZURICH COMMERCIAL

    Andy Stephens/Dave Wallace

    Andy Stephens/Dave Wallace, eCommerce and M.I. Manager / Director, Zurich Commercial / Entranet

  • Overview of Zurich
  • The business problem
  • The project brief - what we wanted
  • What we did, the technical summary
  • Results so far
  • The future
  • 15:20 Afternoon Tea

    15:40 OPTIMISING THE CHANNELS

    Robert Hall

    Robert Hall, President, Revenue Enhancement, Carreker Corporation

  • The original CRM challenge
  • Financial institutions’ CRM investments and impact
  • The new questions from the investment community
  • Building for revenue in a multi-channel environment
  • Measuring the value of customer income streams
  • 16:20 IS THERE STILL A ROLE FOR CALL CENTRES

    Matthew Vallance

    Matthew Vallance, General Manager, Customer Asset

  • The evolving role of the call centre for financial institutions
  • From call centre to customer relations contact centre
  • Is outsourcing the way forward?
  • The offshore solution
  • 17:00 Chairman’s Closing Remarks and Close of Day One

    8:30 Re-registration and Coffee

    9:00 Chairman's Opening Remarks

    John Stewart

    John Stewart, Principle Consultant, KPMG Consulting

    9:10 THE INTERNET

    James Peverell

    James Peverell, Vice President Marketing and Busines Development S1 EMEA, S1

  • The late arriving Web channel had the advantage of embracing the latest technology tools
  • The Internet is the high performance, scalable channel
  • Web based applications are inherently customer centric
  • Organising core processes to support the Internet will satisfy all other channels
  • Providers of Internet applications tend to have a relatively strong competencies in software development
  • 9:40 REDEVELOPMENT OF ‘THE BRANCH’

    John Kilgallon

    John Kilgallon, Head of Convenience Retailing Development, Abbey National

  • Multi channel strategies – supply or demand led?
  • Abbey National “bricks and clicks” approach
  • What will the future hold for the UK Financial Services market place?
  • 10:20 CASE STUDY: SAINSBURYS BANK

    Jonathan Hewett

    Jonathan Hewett, Channel and Sales Director, Sainsburys Bank

  • The integrated customer experience
  • From pet food to pet insurance
  • From tellers to trolleys
  • Can supermarkets replace the bank?
  • 11:00 Morning Coffee

    11:20 ATM DEVELOPMENTS

    Paul Nicholls

    Paul Nicholls, Business Development Director, Wincor Nixdorf

  • Traditional view for ATMs
  • The role of ATMs in distribution channel strategy
  • Use of ATMs with mobile phones still to come?
  • Are ATMs still a growth market
  • Transactions of the future
  • 12:00 INTERACTIVE TELEVISION FINANCIAL SERVICES

    Glyn Radcliffe-Brine

    Glyn Radcliffe-Brine, Commercial Director, Media Logic Systems

  • Services available for digital TV users
  • Digital applications for financial services
  • Developing financial service channels
  • Inter-linking digital TV and other channels
  • Massive potential for growth
  • 12:40 Lunch

    13:40 CASE STUDY: LLOYDS TSB

    David Williams

    David Williams, Head of Portal Operations, Lloyds TSB

  • What is success4business.com?
  • Channel development for SME businesses
  • Content is king
  • Personalising the experience
  • Making the portal work
  • Future Developments
  • 14:20 CASE STUDY: BANK OF SCOTLAND

    Scott Patterson

    Scott Patterson, Director, ECommerce Business Banking, Bank of Scotland

  • The SME and the Internet
  • Financial and Non-Financial Services on the Internet
  • The benefits of a True Multi-Channel solution
  • What next?
  • 15:00 Afternoon Tea

    15:20 WAP TECHNOLOGY

    Ray Haddow

    Ray Haddow, Business Development Manager, Nokia Mobile Phones

  • The impact of Wireless Application Protocol for financial organisations
  • Real time in the palm of your hand
  • Integrating WAP technology in the financial distribution network
  • Is M-Commerce the way forward
  • 16:00 THE MULTI-CHANNEL IMPERATIVE

    John Marshall

    John Marshall, Manager, e-Business Marketing Programmes EMEA, ACI Worldwide

  • Providing secure payments mechanisms for all commerce transactions
  • Making available a full range of Smart Card services
  • Enabling mobile commerce
  • Facilitating advanced forms of electronic statement delivery and bill payment
  • Solutions flexibility and power in a multi-channel market
  • 16:30 SECURITY ISSUES IN A RAPIDLY WIRELESS ENVIRONMENT

    Ollie White House

    Ollie White House, Managing Security Architect, @stake

  • The challenges of universal security
  • Does wireless information mean lower security?
  • Security interfaces working with channel delivery systems
  • Beating fraud
  • Security developments of the future
  • 17:00 Chairman's Closing Remarks and Close of Conference

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    The Hatton, at etc. venues

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    WHAT IS CPD?

    CPD stands for Continuing Professional Development’. It is essentially a philosophy, which maintains that in order to be effective, learning should be organised and structured. The most common definition is:

    ‘A commitment to structured skills and knowledge enhancement for Personal or Professional competence’

    CPD is a common requirement of individual membership with professional bodies and Institutes. Increasingly, employers also expect their staff to undertake regular CPD activities.

    Undertaken over a period of time, CPD ensures that educational qualifications do not become obsolete, and allows for best practice and professional standards to be upheld.

    CPD can be undertaken through a variety of learning activities including instructor led training courses, seminars and conferences, e:learning modules or structured reading.

    CPD AND PROFESSIONAL INSTITUTES

    There are approximately 470 institutes in the UK across all industry sectors, with a collective membership of circa 4 million professionals, and they all expect their members to undertake CPD.

    For some institutes undertaking CPD is mandatory e.g. accountancy and law, and linked to a licence to practice, for others it’s obligatory. By ensuring that their members undertake CPD, the professional bodies seek to ensure that professional standards, legislative awareness and ethical practices are maintained.

    CPD Schemes often run over the period of a year and the institutes generally provide online tools for their members to record and reflect on their CPD activities.

    TYPICAL CPD SCHEMES AND RECORDING OF CPD (CPD points and hours)

    Professional bodies and Institutes CPD schemes are either structured as ‘Input’ or ‘Output’ based.

    ‘Input’ based schemes list a precise number of CPD hours that individuals must achieve within a given time period. These schemes can also use different ‘currencies’ such as points, merits, units or credits, where an individual must accumulate the number required. These currencies are usually based on time i.e. 1 CPD point = 1 hour of learning.

    ‘Output’ based schemes are learner centred. They require individuals to set learning goals that align to professional competencies, or personal development objectives. These schemes also list different ways to achieve the learning goals e.g. training courses, seminars or e:learning, which enables an individual to complete their CPD through their preferred mode of learning.

    The majority of Input and Output based schemes actively encourage individuals to seek appropriate CPD activities independently.

    As a formal provider of CPD certified activities, SMI Group can provide an indication of the learning benefit gained and the typical completion. However, it is ultimately the responsibility of the delegate to evaluate their learning, and record it correctly in line with their professional body’s or employers requirements.

    GLOBAL CPD

    Increasingly, international and emerging markets are ‘professionalising’ their workforces and looking to the UK to benchmark educational standards. The undertaking of CPD is now increasingly expected of any individual employed within today’s global marketplace.

    CPD Certificates

    We can provide a certificate for all our accredited events. To request a CPD certificate for a conference , workshop, master classes you have attended please email events@smi-online.co.uk

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