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SMi present their 5th annual Conference…

Gain an insight from key industry speakers in the field:

  • Maeve Lavin, Manager, CRM Skills & Knowledge Management, AIB
  • Dean Millward, Retail Network Manager, Co-operative Bank
  • Derville Murphy, Group Architect, Bank of Ireland
  • Paul Swainbank, Commercial Development Director, BT Global Servcies
  • Julian Morgan, Head of Retail Banking, Capgemini UK
  • Jon Blakeney, Partner and Director, F1RST Partnership
  • Senior Representative, De Le Rue Cash Systems
  • Phil Cormie, Chairman, RCP Group
  • John Berry, Managing Director, John Berry Associates

Benefits of Attending:

  • Discover how to develop retail branch networks to achieve profitable growth
  • Understand the importance of people, processes and place in converting service visits into sales opportunities
  • Identify key customer service and quality management strategies to make your bank a winner
  • Ascertain what the changing needs of the customers are and the benefits of CRM technology
  • Assess how all forms of banking support each other and the theory behind interoperability
  • Opportunity to hear and network with industry experts and design specialists

Conference programme

8:30 Registration & Coffee

9:00 Chairman's Opening Remarks

John Berry

John Berry, Managing Director, John Berry Associates

9:10 KEEPING THE CUSTOMER

Julian Morgan

Julian Morgan, Head of Retail Banking, Capgemini UK

  • How do you develop a relationship based model?
  • What does a sales and service strategy for successful customer retention look like?
  • What needs to be done to deliver consistent service across multiple channels?
  • How do you sustain customer loyalty?
  • 9:50 PANEL DISCUSSION

  • Training staff – a top priority?
  • Improving the quality of staff and customer interactions
  • Staff – help encourage customers back to the branch?
  • Do costs match the benefits encountered?
  • Ways to improve staff development
  • Dan Davidson

    Dan Davidson, Head of Customer Strategy, Barclays Bank

    Jonathan Blakeney

    Jonathan Blakeney, Director, "i-am"

    David Cavell

    David Cavell, Advisor to the Financial Services Industry, N/A

    10:30 Morning Coffee

    11:00 MOMENTS IN TIME

    Jonathan Blakeney

    Jonathan Blakeney, Director, "i-am"

  • Examination of how trained staff, with the right tools, in the right environment can make the most of every visit
  • Learning from other sectors – including, training from Pret, tool from Lush and a number of successful environments to demonstrate just what can be done to innovate in the Financial Services sector
  • 11:40 BANK OF IRELAND

    Derville Murphy

    Derville Murphy, Group Architect, Bank Of Ireland

    Speaker to be confirmed

    12:20 Networking Lunch

    13:50 CRM TECHNOLOGY

    Maeve Lavin

    Maeve Lavin, Manager, CRM Skills & Knowledge Management, AIB

  • Strengthening the relationship with the customer
  • Identifying new business opportunities
  • New technologies available to improve CRM
  • Retaining customers through improved customer treatment strategies
  • The future – what’s out there?
  • 14:30 BUSINESS VALUE TRANSFORMATION FOR BRANCH BANKING UTILISING TRIPLE P

    Paul Swainbank

    Paul Swainbank, Commercial Development Director, BT Global Services

    15:10 Afternoon Tea

    15:40 THE BUSINESS CASE FOR CUSTOMER EXCELLENCE

    John Hughes

    John Hughes, Managing Director, Customer Service Network

  • Customer intelligence
  • Operational effectiveness and continuous improvement
  • Engaging people
  • Leadership, culture and values
  • The link to bottom line
  • 16:20 SUCCESSFUL GLOBAL BRANCH STRATEGIES

    David Cavell

    David Cavell, Advisor to the Financial Services Industry, N/A

  • 3 key drivers of success
  • Customers not products
  • Viable retail formats (Remove s from retails)
  • Managing the branch asset for ROI
  • More like a retailer – or not?
  • 17:00 Chairman’s Closing Remarks and Close of Day One

    8:30 Registration & Coffee

    9:00 Chairman's Opening Remarks

    Peter Fitzpatrick

    Peter Fitzpatrick, COO, WD Scott

    John Paul

    John Paul, Managing Director, WD Scott

    9:10 THE WAY FORWARD

    Dean  Millward

    Dean Millward, Retail Network Manager, Co-operative Group

  • All forms of banking in one place
  • Support networks for all channels
  • The ease of updates to meet market requirements
  • Is there too much in one place?
  • 9:50 CREATING NEW VALUE

    John Paul

    John Paul, Managing Director, WD Scott

  • An approach to the design of branches and processes
  • Enhancing the perceived value customers derive from the branch
  • Experience and the value outcomes to shareholders
  • Case material relating to process design and physical outlet design, from UK and international
  • 10:30 Morning Coffee

    11:00 RETAIL BRANCH TRANSFORMATION

    John Berry

    John Berry, Managing Director, John Berry Associates

  • Role of the branch in a multi channel world
  • Location/design insights and options
  • Recruiting/training and rewarding the right people
  • How to deliver the required culture
  • Local marketing of services
  • How to make it all happen
  • 11:40 INCREASING BRANCH PROFITABILITY THROUGH TELLER AUTOMATION BY IMPROVED BRANCH & PEOPLE PROCESSES

    Dara Beggan

    Dara Beggan, Managing Director, De La Rue

  • Delivering better customer service at the teller line to increase profitability
  • The importance of the teller – the face to face contact
  • Better branch cash management processes within the branch
  • Improving cash flow processes within the branch
  • 12:20 Networking Lunch

    14:00 PANEL DISCUSSION

  • Site decisions discussed – where would you locate?
  • Is cost-effectiveness a priority?
  • Challenges of cost-effectively updating, replacing and re-engineering branch offices to enable delivery of new products and services and to support personnel and customers
  • One place, many functions – elements to suit all needs
  • Do the costs match the benefits?
  • Dean  Millward

    Dean Millward, Retail Network Manager, Co-operative Group

    John Berry

    John Berry, Managing Director, John Berry Associates

    Bernhard Baer

    Bernhard Baer, Vice President European Sales & Marketing, Hughes

    Dara Beggan

    Dara Beggan, Managing Director, De La Rue

    14:40 SALES THROUGH SERVICE

    Stuart Allen (Retired)

    Stuart Allen (Retired), Previously Retail Operations Director, Cheshire Building Society

    Stuart Allen

    Stuart Allen, Managing Director, TLC (Customer Services)

    Arthur Bostrom

    Arthur Bostrom, Director, TLC (Customer Services)

    15:20 THE BRANCH OF THE FUTURE IS INVITING, DYNAMIC AND ENTERTAINING

    Bernhard Baer

    Bernhard Baer, Vice President European Sales & Marketing, Hughes

  • Clever animated content on window screens drives customers into your branch
  • Dynamic content delivers your latest marketing messages into all your branches in an instant
  • Entertained and educated customers perceive waiting times shorter (and buy more!)
  • Digital signage (screens in retail environments) is more than a short term hype or bubble, it’s a clear trend
  • This session is about drivers, options and lessons learned in the digital signage space
  • As a special, insights from ASDA (Walmart UK) and TESCO will allow you to learn from two of the most successful retailers
  • 16:00 Chairman’s Closing Remarks followed by Afternoon Tea and Close of Conference

    +

    Workshops

    Customer Experience Store Tour
    Workshop

    Customer Experience Store Tour

    The Hatton, at etc. venues
    15th March 2006
    London, United Kingdom

    The Hatton, at etc. venues

    51/53 Hatton Garden
    London EC1N 8HN
    United Kingdom

    The Hatton, at etc. venues

    HOTEL BOOKING FORM

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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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