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This event will be aiming for a greater insight into the role of the branch as part of an overall banking strategy. It will emphasis and monitor the latest developments in the search for customer retention and satisfaction, a key focus will be to discuss the best way to reposition the role of the branch within the customer relationship value chain and customer relationship management. The learning objectives of the conferences will be oriented towards the developing areas of branch banking fundamentals, customer service, multi-channel delivery and branch renewal. There will also be a strong emphasis of the European and international financial markets.

Benefits of Attending:
  • Understand the full impact of the latest technologies to the future of branch banking
  • Keep abreast of changes within the branch banking infrastructure
  • Explore management issues facing the branch renewal challenge
  • Understand the implementation of multi-channel delivery and the potential pitfalls
  • Gain a greater insight into the role of the branch within an overall banking strategy
  • Monitor the latest developments in the search for customer retention and satisfaction


  • A unique opportunity to learn from leading industry experts including:
  • John Berry, Transformation Director, Abbey
  • Mary Cannon, Customer Contact Manager, AIB Bank
  • Graham Halliday, Banking and Financial Services Director, Post Office
  • Paul Barber, Concept Development Manager, Nationwide Building Society
  • Bert Derksen, Head of Marketing, ING Direct
  • David Bacall, Head of Internet Marketing, Citigroup
  • David Cavell, Former Member of the General Management Team, UK Co-operative Bank & Advisor to the Financial Services Industry
  • Guy Houghton, Managing Director, Banking & Cash Solutions, De La Rue Cash Systems
  • Patrick Frazer, Editor, Financial Services Distribution, Lafferty
  • John Cameron, Senior Consultant, EMEA NCR Financial Services Group
  • Tom Roche, Strategy & Business Development Director, Fujitsu
  • Tony Ferguson, Practice Director, Customer Contact Solutions, Unisys


  • Day Two's Interactitive Executive Briefing Speaker:
    David Cavell - Formerly a member of the General Management Team at the highly successful UK Co-operative Bank, David Cavell has been a Freelance Adviser since 1996. Since that time, he has either led or supported a broad range of delivery strategy and implementation projects – in the UK and overseas - encompassing:
  • Network development and redevelopment methodologies and projects
  • New branch concept development and advanced self service applications
  • Direct banking operations for consumers and SMEs
  • Credit card programme development and launch, and remedial projects.
  • Author of a major 1998 collection of case studies on the role of the branch in the 21st Century, in 2001 he produced a second edition of this well received publication. This was followed by a study of the major factors that drive branch profitability - and a recent report (as co-author) dealing with all aspects of branch network development. In 2002 and 2003, David wrote special reports for ‘Financial World’ covering the role of the branch. During the same period, he researched and wrote a first major review of self-service banking.

    Conference programme

    9:00 Registration & Coffee

    9:30 Chairman's Opening Remarks

    Patrick Frazer

    Patrick Frazer, Editor, Financial Services Distribution, Lafferty

    9:40 A CUSTOMER FOCUSED APPROACH

    Guy Houghton

    Guy Houghton, Managing Director, Banking & Cash Solutions, De La Rue Cash Systems

  • Why should customers want to come to a branch?
  • Learning from experiences of banks across the globe – case studies
  • Customer migration without losing customer contact
  • Technology as an enabler
  • Mapping out a plan to engage the customer
  • 10:20 THE ING DIRECT CAFÉ

    Bert Derksen

    Bert Derksen, Head of Marketing, ING Direct

  • Overview of the implemented retail strategy
  • The role of the branch in the Direct Concept
  • Design of the Café
  • Results of the Café
  • 11:00 Morning Coffee

    11:20 BANK TRANSFORMATION

    John Berry

    John Berry, Consultant, John Berry Associates

  • Why transform?
  • The competitive landscape
  • Differentiating the offering
  • Making it happen
  • 12:00 CONTINUOUS IMPACT OF TECHNOLOGY ON THE BRANCH

    John Cameron

    John Cameron, Senior Consultant, EMEA NCR Financial Services Group

  • Retail bank objectives are often similar but branches in the network are all different
  • Customer behaviour in the branch (arrivals, volumes and movement)
  • What do customers really do at the cashier positions?
  • Introducing new channels to optimise the branch
  • Quantifying the effects of new branch channels in terms of customer service and cost
  • Final thoughts on using the branch to drive adoption of lower cost channels
  • 12:40 Networking Lunch

    13:40 CONNECTING YOUR BRANCHES

    Roger Jones

    Roger Jones, Business Development Director, Enterprise Communications Group, Avaya

  • Cost reduction: Not the only benefit of IP
  • Productivity increase: Enterprise wide access to communications applications
  • The future environment
  • Case studies & deployment in practice
  • 14:40 BRANCH OPTIMIZATION: IMPROVING CUSTOMER SERVICE, DECREASING COSTS

    Alexandra Rilinger

    Alexandra Rilinger, Business Development Manager, Banking Division, Wincor Nixdorf International GmbH

  • Analysis and simulation of branch transactions
  • Evaluation of self-service solutions
  • Complete integration of self-service devices into front-office operations
  • How to maintain and exploit customer contacts in the branch?
  • Individual management and control of the cash cycle
  • Branch design: intelligent synthesis of function and form
  • 15:00 REVOLUTIONISING CUSTOMER SELF-SERVICE IN THE BANK OF THE FUTURE

    Andrew Green

    Andrew Green, General Manager Multimedia Kiosks, British Telecom

  • The bank of the future
  • New ways to build customer relationships
  • The traditional ATM self-service model
  • A ‘win-win’ partnership approach to self-service
  • Delivering added value services with BT
  • Case studies
  • 15:40 Afternoon Tea

    16:00 MULTI-CHANNEL DELIVERY IN THE BRANCH

    Paul Barber

    Paul Barber, Concept Development Manager, Nationwide Building Society

  • Self & remote services in a multi-channel business as part of an integrated approach to service delivery
  • Develop the necessary components integrating with other channels
  • Cash & cheque services through ATMs
  • Account administration through the Internet
  • Video conferencing
  • Telephone
  • Focus heavily on usability of components on the whole
  • Applying these components to produce a new concept branch
  • 16:40 BRANCH SHARING SCHEMES WITH THE POST OFFICE

    Graham Halliday

    Graham Halliday, Banking and Financial Services Director, Post Office

  • Reaching out to customers
  • Relieving the pressures on bank counters
  • Sell don’t serve
  • Widening the product portfolio
  • 17:20 Chairman’s Closing Remarks and Close of Day One

    9:00 Re-registration & Coffee

    9:30 Chairman's Opening Remarks

    David Cavell

    David Cavell, Former Member of the General Management Team, UK Co-operative Bank & Advisor to the Financial Services Industry

    9:40 MAXIMISING VALUE THROUGH EFFECTIVE CUSTOMER RELATIONSHIP MANAGEMENT

    Mary Cannon

    Mary Cannon, Customer Contact Manager, AIB Bank

  • CRM delivering a higher order of value
  • Components to customer information management
  • Customer management framework
  • Multi-channel customer management
  • Retaining customers through improved customer treatment strategies
  • 10:20 NON BRANCH STRATEGIES VS BRANCH STRATEGIES

    David Bacall

    David Bacall, Head of Internet Marketing, Citigroup

  • Increase in competition through technological change
  • Exploitation of new products and services by other sectors
  • Low cost and flexible distribution channels
  • Defending bases and devising new strategies
  • 11:00 Morning Coffee

    11:20 BEST PRACTICE IN BRANCH SALES EFFECTIVENESS

    Tony Ferguson

    Tony Ferguson, Practice Head, Customer Contact Solutions Practice, Unisys

  • Examples of international “Best Practice”
  • Will Blueprinting allow replication?
  • A Shared Utility or a brand leveraging sales engine?
  • Financial “Fingerprinting”- relate sales to needs
  • 12:00 THE BRANCH STRIKES BACK

    Tom Roche

    Tom Roche, Strategy & Business Development Director, Fujitsu

  • Multi-channel banking is here, does any one single channel now dominate?
  • The branch plays an increasingly important role, but are the costs justified?
  • How will customer experience evolve?
  • What demands can retail banks place on their service providers to enhance infrastructure to enable the evolution?
  • 12:40 Networking Lunch

    13:40 INTERACTIVE CONFERENCE EXECUTIVE BRIEFING: WINNING WITH BRANCHES: A FOUR-PART ACTION PLAN!

    .

    ., ,

  • Why branches are back in favour
  • What happened to the other channels?
  • Who’s doing what - some examples
  • 14:20 Optimising the branch format, finish and size

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    ., ,

  • The objectives or business model
  • Consumer driven branch formats
  • Right sizing the investment
  • 15:00 Afternoon Tea

    15:20 Managing the network for the optimum ROI

    .

    ., ,

  • The stakeholders
  • A sound methodology
  • Mistakes to avoid
  • 16:00 Getting the sales operation right

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    ., ,

  • Taking a holistic view
  • Quick and effective measures
  • The key determinants of success
  • 16:40 Optimising the role of self service

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  • The opportunities now available
  • The big three
  • A planned approach
  • 17:20 Close of Executive Briefing and Conference

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    The Hatton, at etc. venues

    51/53 Hatton Garden
    London EC1N 8HN
    United Kingdom

    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:

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