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Limited special offer now available...2 delegate places for the price of 1 for all banks 

NEWLY CONFIRMED SPEAKER:

  • Richard Newland, Head of Retail Design, HSBC

Are you looking to maximise customer retention?

SMi's 7th annual 'Branch Banking - Strategies and Profitabiity' conference will again discuss all the latest issues surrounding the branch as part of a successful multi channel approach to banking. Customer retention and satisfaction remains a number one priority as the market becomes increasing competitive and banks are constantly striving for new and innovative ways to improve the in branch customer experience.

Benefits of attending:

  • Learn about the branch experience from some of the worlds leading retail banks
  • Hear case studies on leading design solutions
  • Discover lessons learnt along the road to succeessful integration
  • Gain strategic insights from the markets leading players
  • Understand why customer service can determine your success and how to improve standards
  • Benchmark your branch experience against your industry peers
  • Consider new customer segmentation techniques for improved sales


 Key topics and themes to be discussed include:

  • Enhancing profitability
  • Branch design
  • Staff development
  • Relationship management
  • Branch banking for SME's
  • Successful integration
  • Segementation
  • Performance measurement


Confirmed speakers include:

  • Ray Davis, CEO, Umpqua Bank
  • Adrian Roberts, Senior Manager, Retail Distribution, Nationwide
  • Dr Thomas Keidel, German Savings Bank Association
  • Magnus Uggla, General Manager, Handelsbanken
  • Terry Green, Head of Knowledge and Learning, Q-Matic Group
  • Parag Tikekar, Head of CRM and Segmentation, Emirates Bank
  • Vidar Theil, Senior Vice President, Business Development, DnB NOR
  • Teresa Sabada, International Communications Office Director, Caja Navarra
  • Christine Wood, Director, Finalta
  • Bob Bayman, Director of Branch Experience, People & Culture, i-am associates
  • Alistair Whitmore, Managing Director, Ipsos MORI Financial Services
  • Richard McMurdo, Principal Banking Consultant, De La Rue
  • John Hughes, Co-founder & Managing Director, Customer Service Network
  • Jeremy Ridgeway, Director, Keyfact

Conference programme

8:30 Registration & Coffee

9:00 Chairman's Opening Remarks

David Cavell

David Cavell, Advisor to the Financial Services Industry,

9:10 THE UMPQUA BANK STORE

Ray Davis

Ray Davis, CEO, Umpqua Bank (U S State Chartered Bank)

  • The strategy behind the concept
  • What makes these stores unique?
  • Making the idea a reality
  • What's next?
  • 9:50 THE SAVINGS BANK FINANCE GROUP

    Thomas Keidel

    Thomas Keidel, Director - Financial Market Relations, Deutscher Sparkassen und Giroverband

  • Overview
  • Structure characteristics
  • Rating
  • Joint liability scheme
  • 10:30 Morning Coffee

    11:00 THE BRANCH IS THE BANK

    Magnus Uggla

    Magnus Uggla, General Manager, Handelsbanken

  • Each branch is run like an independent profit centre and not as a distribution channel
  • A strong and well established corporate culture encouraging personal responsibility
  • Benchmarking instead of budgeting. No central planning
  • No central marketing. All marketing is done by the local branch
  • No sales targets or product campaigns
  • The overriding objective to deliver a higher ROE than the competition has been acheived for 35 years in a row
  • 11:40 WINNING THE RETAIL WAR

  • Delivering outstanding levels of customer service in a branch environment can make the difference between a sucessful sale and a consumer walkaway to a competitor
  • What challenges do retail banks face when measuring the customers' branch experience more effectively?
  • How can such investments generate a measurable and postive return in terms of increased sales and improved profitability
  • Terry Green

    Terry Green, Head of Knowledge and Learning, Q-Matic Group

    Richard Newland

    Richard Newland, Head of Retail Design, HSBC Bank Plc

    12:20 Networking Lunch

    13:35 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/ affinitiy based segments
  • 14:15 CASE STUDY - CAJA NAVARRA'S CIVIC BRANCHES

    Teresa Sadaba

    Teresa Sadaba, Director of International Communications, Caja Navarra

  • Strategy of Caja Navarra: Civic Banking
  • Canchas as Civic Branches: concept, implementation and performance
  • Canchas evolution
  • 14:55 Afternoon Tea

    15:15 DnB NOR - RETAIL BANKING 2010

    Vidar Theil

    Vidar Theil, Senior Vice President, Business Development, DnB NOR

  • Changes in market opportunities
  • Use of third parties and own technical solutions
  • The future value chain for advisory and customer services
  • 15:55 UK BRANCHES - WHAT'S NEW, WHAT'S HOT

    Jeremy Ridgeway

    Jeremy Ridgeway, Director, Keyfact

  • New branch concepts
  • Branch segmentation and zoning
  • In branch technology and automation
  • Photo-tour of UK's largest bank branch
  • 16:35 MANAGING CUSTOMER SERVICE QUALITY IN RETAIL BANKING

    Christine Wood

    Christine Wood, Director, Finalta

  • Organising to deliver service
  • Service quality measurement
  • Complaints management
  • Embedding the voice of the customer in process management
  • 17:15 Chairman’s Closing Remarks and Close of Day One followed by Networking Drinks Reception sponsored by Q-Matic

    8:30 Registration & Coffee

    9:00 Chairman's Opening Remarks

    Terry Green

    Terry Green, Head of Knowledge and Learning, Q-Matic Group

    9:10 THE ROAD TO SUCCESSFUL INTEGRATION

    Adrian Roberts

    Adrian Roberts, Senior Manager, Retail Distribution, Nationwide Building Society

  • The rationale behind the Nationwide Portman merger
  • The merger timeline
  • Branch network planning
  • Staff training and development
  • Combined teller systems and cashiering in the new world
  • Core account migration
  • Branch strategy and E-Day weekend
  • Key learning
  • 9:50 BRANCH BANKING CHALLENGES

    Richard McMurdo

    Richard McMurdo, Principal Banking Consultant, De La Rue Cash Systems

  • Postcard from the past, photo of today and vision for tomorrow
  • Customer mobility/ staff mobility - what will the next bank customer look like? What will cash digitisation do to the branch?
  • Queues - what causes them? What can be done about them? Queues equal bad customer service don't they?
  • Branch staff - 'the diference between running and ruining a business is i'
  • Same place shopping - branch mobility - literally speaking, what would Jonathan Ive make a branch look like?
  • 10:30 Morning Coffee

    11:00 BEST PRACTICE IN CUSTOMER EXPERIENCE MEASUREMENT

    John Hughes

    John Hughes, Managing Director, Customer Service Network

  • The hidden dangers of satisfaction measurement
  • The pro's and con's of NET PromoterTM
  • The customer journey
  • Event driven feedback
  • Turning feedback into action
  • Multi channel feedback
  • Closing the loop - reporting back to customers
  • 11:40 COOL BANKS - EUROPEAN BANK DESIGN

    Bob Bayman

    Bob Bayman, Director & Partner, 'i-am' associates

  • 'i-am' share the latest results of their European Bank Review
  • Including the top five banking experiences in Europe
  • What makes these experiences so special?
  • How do the businesses create these sorts of banking experiences?
  • 12:20 Networking Lunch

    13:40 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
  • 14:20 ENRICHING INTERNAL SEGMENTATIONS

    Gordon Blunt

    Gordon Blunt, Market Analysis Director, GfK Financial

  •  Why segment?
    • How to segment
    • What are your objectives?
    •  Using internal customer data for segmentation
    • Positive and negative aspects - what isn't possible
    • Enriching your segments with external data
    • Types of data that can be used, benefits and drawbacks to the different types
    • The branch network and segmentation

    15:00 Chairman’s Closing Remarks and Close of Conference followed by Afternoon Tea

    +

    The Waldorf Hilton

    Aldwych
    London WC2B 4DD
    United Kingdom

    The Waldorf Hilton

    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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