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'Thank you for an excellent conference and your personal attention to detail.  Early indications are that our lead sponsorship of Branch Banking 2007 has been a very productive use of time and money.  Our partners Cisco and all at Qm Group were impressed with the effort the SMi team went to on our behalf to ensure that this was a success and look forward to future conferences with SMi.
Thanks again'
 
Michael Klincke
Chairman and Group CEO
Qm Group Ltd

In recent years, banks have tried to move their customers away from branches to less expensive channels such as Internet banking. However it has become clear that the reduced customer contact resulting from this has lost major sales opportunities.

NEW FOR THIS YEAR SMi’s annual conference ‘Branch Banking - Strategies & Profitability' has been extensively revamped to focus on showcasing leading bank case studies.  The exceptional speaker line up, including 17 bank innovators, will demonstrate the application of the latest developments in the search for customer retention and satisfaction, and provide more insight into the role of the branch as part of an overall banking strategy.

With both UK and international case studies, delegates will hear practical presentations on the importance of people, processes and place in converting service visits into sales opportunities and achieving profitable growth. 


A truly exceptional speaker line-up includes 17 bank case studies from:
In recent years, banks have tried to move their customers away from branches to less expensive channels such as Internet banking. However it has become clear that the reduced customer contact resulting from this has lost major sales opportunities.

NEW FOR THIS YEAR SMi’s annual conference ‘Branch Banking - Strategies & Profitability' has been extensively revamped to focus on showcasing leading bank case studies.  The exceptional speaker line up, including 17 bank innovators, will demonstrate the application of the latest developments in the search for customer retention and satisfaction, and provide more insight into the role of the branch as part of an overall banking strategy.

With both UK and international case studies, delegates will hear practical presentations on the importance of people, processes and place in converting service visits into sales opportunities and achieving profitable growth. 


A truly exceptional speaker line-up includes 17 bank case studies from:
ABN AMRO, Daan Josephus Jitta, Director of Channels and Innovation for Commercial Clients
AIB, Robert Mulhall, Head of CRM Strategy and Support
Alfa-Bank, Kirill Turbanov, Marketing Director
IntesaSanPaolo, Valentino Mazza, Director of Marketing and Territorial Planning
Caja Navarra, Carlos Ayesa, Head of retail, Communications & Marketing Officer
The Co-operative Bank, Mark Millage, National Retail Manager
Credit Suisse, Marina Grossrieder, Head of Branch Excellence
Emirates Bank, Parag Tikekar, Head of CRM & Segments, Consumer Banking
Erste Bank, Walter Heimberger, Head of Channel Management, Branches & Self-Service
Garanti Bank, Sebnem Donbekci,  Senior Vice President of CRM & Marketing
Hansabanka, Maris Graudins, Head of Branch Network
HBOS, Joe Ward, Head of Retail Marketing
Millennium BCP, Paulo Fidalgo, General Manager & Head of Branding and Marketing Communications
Montepio Bank, Pedro Alves, Head of Marketing & Distribution Channels
National Australia Group, Glenn King, General Manager, Banking Delivery Services
National Commercial Bank, Saudi Arabia, Louis Myers, Sector Head, Individual Banking
Qm Group, Terry Green, Deputy Chairman
Sparkasse Forcheim, Dr Ewald Maier, Chairman and Chief Executive Officer
Register before 30th March and recieve a £100 discount!
 
COCKTAIL RECEPTION

Drinks reception hosted by Qm in partnership with Cisco with fantastic highly-acclaimed musicians Harry and Simon, who have headlined jazz and classical festivals worldwide and accompanied Elvis Costello, David Bowie and Charlotte Church, among the others. Vocalist Jude Sims, has sung alongside Dusty Springfield, Joni Mitchell and Mike Oldfield and has featured on the soundtracks of Pirates of the Caribbean, and numerous other films. One of the best magicians in the world, Nigel Mead, who has performed for Sir Paul McCartney, Steven Speilberg, Robert De Niro and a twenty thousand strong audience in Hyde Park, will be entertaining the audience! 

“The best damn pianist in the civilised world”  Jonathan Ross 

“His phenomenal talent, unobtrusive charm and wit are a delight”  Stephen Fry

Conference programme

8:30 Registration & Coffee

9:00 Chairman's Opening Remarks

David Cavell

David Cavell, Advisor to the Financial Services Industry,

9:10 KEYNOTE: MODEL CUSTOMER SEGMENTATION: EMIRATES BANK INTERNATIONAL

Parag Tikekar

Parag Tikekar, Head of CRM & Segments , Emirates Bank International P J S C

  • Segmenting customers based on their relationship value
  • Developing / re-structuring the distribution strategy based on segments
  • Developing bundled product packages / services tailored for each segment
  • Simultaneous introduction of sub-segments / affinity based segments
  • 9:40 CASE STUDY - EFFECTIVE SEGMENTATION AND CRM STRATEGIES FOR RETAIL BANKING - GARANTI BANK

    Sebnem Donbekci

    Sebnem Donbekci, Senior Vice President of CRM & Marketing Department, Garanti Bank

  • Developing effective segmentation models and service models
  • Implementation of multi-channel CRM tools to deploy customer-centric marketing strategies
  • Leveraging the branch for cross-sell: a new role for the teller
  • 10:10 CASE STUDY - THE CRM JOURNEY IN AIB

  • AIB - the story so far
  • Transforming good to great
  • Multi-channel customer management
  • Re-focusing the sales effort
  • Robert Mulhall

    Robert Mulhall, Head of CRM Strategy and Support, AIB

    Remus Brett

    Remus Brett, Director, Finalta

    10:40 Morning Coffee

    11:10 GLOBAL TRENDS IN RETAIL BANK DESIGN

    Michael Allen

    Michael Allen, Chairman & Managing Director, Allen International

  • Branding
  • Retailing
  • Segmentation
  • Communications
  • Distribution
  • Cost efficiency
  • What if...Wal-Mart or Tesco became a bank?
  • 11:40 THE ROLE OF THE BRANCH IN A MULTI-CHANNEL WORLD

    Alistair Whitmore

    Alistair Whitmore, Managing Director, Ipsos MORI Financial Services

  • Channel preference and usage
  • Satisfaction by channel usage
  • What services customers want branches to provide - how good they are at delivering them
  • 12:10 VALUING THE WAITING EXPERIENCE - KNOWLEDGE FROM THE HIGH STREET

    Terry Green

    Terry Green, Deputy Chairman, Qm Group

  • The relationship manager "right sizing" model
  • Branch performance analysis
  • Branch planning pools (Territorial Integrated Systems)
  • 12:40 Networking Lunch

    14:00 BALANCED SCORECARD AND D.E.A. MODEL FOR BRANCH PERFORMANCE ANALYSIS

    Valentino Mazza

    Valentino Mazza, Commercial Planning and Geomarketing, Banca Intesa

  • Branch Efficiency and Effectiveness
  • Benchmarking
  • Branch Lay-out: Economic Benefit
  • 14:30 CASE STUDY - MARKETING ALFA BANK: IN BRANCH INNOVATION FOR CUSTOMER ATTRACTION

    Kirill Turbanov

    Kirill Turbanov, Head of Marketing, Alfa Bank, Moscow

  • Using design, product innovation and marketing tools for branch promotion and customer base growth
  • Managing change: rebranding the bank and customer experience
  • Continuous improvement: What's next?
  • 15:00 CASE STUDY - TO SELL IDEAS BEFORE PRODUCTS

    Paulo Fidalgo

    Paulo Fidalgo, General Manager & Head of Branding and Marketing Communications, Millennium BCP

  • The right message for the right people
  • The small business approach
  • Affluent solutions
  • The mass market offer
  • Learnings
  • 15:30 Afternoon Tea

    16:00 CASE STUDY - PROMOTIONAL BANKING

    Joe Ward

    Joe Ward, Head of Retail Marketing, HBOS

  • In-branch promotion
  • How to use each part of the branch
  • Developing creative thinking in each product campaign
  • 16:30 BEST PRACTICE IN RETAIL BRANCHES

    Jeremy Ridgeway

    Jeremy Ridgeway, Director (and Senior Retail Banking Consultant at Lafferty & Associates), Keyfact

  • The UK as a benchmark
  • Key service and branch initiatives 2006/7
  • Case study: HSBC
  • Branch trends in Europe
  • 17:00 Chairman’s Closing Remarks and Close of Day One

    17:10 Drinks Reception, Sponsored by Qm in partnership with Cisco

    8:30 Registration & Coffee

    9:00 Chairpersons' Opening Remarks

    Samantha Mitchell

    Samantha Mitchell, Director, British Bankers Association

    Terry Green

    Terry Green, Deputy Chairman, Qm Group

    9:10 CASE STUDY - CREATING A SALES AND SERVICE CULTURE - MAKING BRANCHES MORE PROFITABLE

    Maris Graudins

    Maris Graudins, Head of Branch Network, Hansabanka

  • Changing from a transaction based business to sales orientated
  • Establishing new thinking in branches
  • Back-office support
  • Personnel motivation for sales (incentives)
  • Results of changes = Everyone sells
  • 9:40 CASE STUDY - THE BRANCH AT THE HEART OF A MULTICHANNEL APPROACH

    Walter Heimberger

    Walter Heimberger, Head of Channel Management, Branches and Self-Service, Erste Bank

  • How can the advisor spend more time on active sales?
  • How the channels servie the customer and how they support the advisor
  • The prohibition of cash-handling done by the employees by shifting it to the self-service area
  • To make the branch more attractive for the customers
  • 10:10 CASE STUDY - CUSTOMER ACQUISITION CENTRE: THE NEW BANKING MARKET OF THE FUTURE

    Ewald Maier

    Ewald Maier, Chairman & Chief Executive Officer, Sparkasse Forchheim

  • Trends of the future
  • Challenges for banks
  • Innovative components of the new concept
  • The new savings bank from a bird's eye view
  • 10:40 Morning Coffee

    11:10 CASE STUDY - BENEFITS OF CRM, DIRECT DISTRIBUTION AND BRANCH BANKING INTEGRATION

    Glenn King

    Glenn King, General Manager, Banking Delivery Services, National Australia Bank Group

  • Tailoring branches to local markets
  • Leveraging customer information to tailor branch services to customers
  • Capitalising on the strengths of direct channels
  • Delivering a better customer and employee experience through processes
  • 11:40 CASE STUDY - DIFFERENTIATING THE TELECOMMUNICATION HIGHSTREET EXPERIENCE

    Jonathan  Dryland

    Jonathan Dryland, Head of Retail Development, Vodafone

  • Evolving the store environment to differentiate the customer experience in a competitive market place
  • Designing an in store experience that meets the differing needs of our customers
  • Rebalancing our focus between acquiring new customers and retaining current customers
  • 12:10 CASE STUDY - BRANCH EXCELLENCE - FROM TRANSACTION TO INTERACTION ZONE

    Marina Grossrieder

    Marina Grossrieder, Head of Branch Excellence, Credit Suisse

  • Importance of branches
  • New branch design and service concept
  • From transaction to interaction zone - the new customer experience
  • 12:40 Networking Lunch

    14:00 CASE STUDY - BRINGING THE BRAND ALIVE THROUGH THE CUSTOMERS' EXPERIENCE - THE CO-OPERATIVE BANK CASE STUDY

  • Brand values and personality
  • Customer's experience versus brand values: the reality gap
  • Bridging the gap
  • The process: how we worked together
  • Critical success factors in delivering a braned branch experience
  • Main learnings
  • Mark Millage

    Mark Millage, National Retail Manager, The Co-Operative Bank

    Jon Blakeney

    Jon Blakeney, Director of Environments and Experiences, 'i-am' Associates

    14:30 CASE STUDY - A VITUAL BRANCH IN SECOND LIFE: JUST ANOTHER CHANNEL IN A MULTICHANNEL OFFERING OR THE END OF THE MULTICHANNEL ERA?

    Daan Josephus Jitta

    Daan Josephus Jitta, Director, Direct Channels and Innovation for Commercial Clients , ABN AMRO

  • The essence of 3D worlds such as Second Life
  • Just a new marketing tool or can you achieve more?
  • Where the Second Life channel is similar and where it differs from current channels
  • 15:00 THE END OF MULTICHANNEL?

    Carl  Morath

    Carl Morath, Retail Banking Segment Manager, Sun Microsystems Limited

  • How are new technologies going to effect customer decision making?
  • How can we get to a pragmatic results oriented approach to integration?
  • How do we enable a personalized experience, at the right cost?
  • 15:30 Afternoon Tea

    16:00 CASE STUDY - CAJA NAVARRA'S CUSTOMERS DO DECIDE AT "CANCHAS"

    Carlos Ayesa

    Carlos Ayesa, Head of Retail, Communications & Marketing Officer, Caja Navarra

  • The strategy of Caja Navarra
  • Evolution of the office model
  • "Canchas" concept, implementation and performance
  • 16:30 CASE STUDY - BUILDING LOYALTY WITH MARKETING COMMUNICATIONS

    Pedro Alves

    Pedro Alves, Head of Marketing and New Distribution Channels, Montepio Bank

  • Choosing the right communication tools for the right channels
  • The Multichannel Strategy
  • Rebranding - the Montepio case study
  • 17:00 Chairperson’s Closing Remarks and Close of Day One

    +

    Workshops

    Copthorne Tara Hotel

    Scarsdale Place
    Kensington
    London W8 5SR
    United Kingdom

    Copthorne Tara Hotel

    The Copthorne Tara Hotel London Kensington is an elegant contemporary four-star hotel in prestigious Kensington, located just a two minutes walk from High Street Kensington underground station, making exploring easy. The hotel offers well-appointed and comfortable guest rooms combining Standard, Superior and Club accommodation. Club rooms offer iconic views over the city and include Club Lounge access for complimentary breakfast and refreshments. Guests can sample the authentic Singaporean, Malaysian and Chinese cuisine at Bugis Street, traditional pub fare at the Brasserie Restaurant & Bar or relax with a delicious drink at West8 Cocktail Lounge & Bar.

    The Copthorne Tara Hotel boasts 745 square meters of flexible meeting space, consisting of the Shannon Suite and the Liffey Suite, ideal for hosting conferences, weddings and social events. Facilities include access to the business centre 24 hours a day, fully equipped fitness room, gift shop, theatre desk and Bureau de Change. With ample onsite parking outside the London congestion charge zone and excellent transport links via Heathrow Airport, the hotel is the perfect location for business or leisure stays. The hotel is within close proximity to the shops of High Street Kensington, Knightsbridge and Westfield London, Olympia Conference Centre, Royal Albert Hall, Kensington Palace and Hyde Park.

     

    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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