2014 AGENDA: Day 1: Mobile Day

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Brett King is a bestselling author, American Banker’s Innovator of the Year for 2012 and the founder of the direct mobile bank Moven. He is an International Judge for the GSMA Global Mobile Awards, the Asian Banker Retail Excellence Awards and for the Middle-East Business Achievement Awards.

A global thought leader in financial services and customer experience, King is a sought after expert on innovation, technology disruption, customer experience and channel distribution strategy. In this dynamic presentation, he will discuss banking of the future and what you should be doing to engage your customers, NOW.

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More than ever before, consumers are moving between different media channels, platforms and devices to make get the most out of their time. According to Google, over 90% of people switch between digital devices in order to accomplish tasks. What additional data does this provide? How do financial institutions take and use this to create a more personalised customer experience?

Takeaways include:
• What are the top features & functionalities to focus on for each device type?
• How Will That Shift In The Next 2-3 Years?
• Historically financial services only had transactional data to analyse trends, now they have a wealth of information on customer touch points - but how do you use this to improve customer experience?
• The year of the mobile has been – and continues. Huge growth in mobile usage provides even more data but how do we understand how mobile changes customer behavior?
• Customers are using multiple devices and visiting sites more frequently – how do financial services adapt to this?
• How far can you push personalisation without creating a disjointed customer journey?

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When our lineup of digital channels expanded from web to mobile and then to tablets, for a while it all seemed relatively manageable. But now, we can see over the horizon and we know better: in a world of “wearables”, of tablets and laptops that become increasingly indistinguishable, and of an Internet of Things in which everything is connected to everything else and to the Cloud, we simply won’t be able to keep building and managing new channels and touchpoints from scratch every time. So, how do we cope with the blurring of the lines between channels and between an exploding number of device classes?

Join this session for a discussion of...
• How the familiar distinctions between devices are rapidly starting to blur – just as we were getting comfortable
• How the emerging age of new types of devices and connections will leave us no option but to rethink the way we dice and slice our offerings
• What our customers will be expecting – and demanding – and why
• Formulating service and user-interface strategies that let us provide the information and services users need, across channels and touchpoints
• A vision for an integrated framework to develop your digital strategies – the Modularization approach

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There is a challenge institutions around the globe are facing: How to better engage their customers and drive utilization of products and services. See how a leading FI is strengthening customer trust
and loyalty and finding ways to make banking personal, intimate and engaging. Join us as we look at the journey our client took to achieve some outstanding results

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In the past mobile app releases were done annually. Now they need to be quarterly or semi annually with pretty significant changes for customer demand, while having to manage huge regulatory and financial pressures. Therefore, how do you keep up with demand, while being restricted in terms of resources? How do you create more with less? This session will look at:
• Discovering what you should pull from the branch and take to mobile
• Investigating best practices to manage release cycles
• Determining how to keep up with iterations of smartphones operating systems, new technologies etc.
• Examining the role of innovation labs & how they can help you focus on bigger ticket items 2-3 years down the road
• Understanding the top 3 or 4 features/functionality you should focus on and how that will shift
• Finding out the nuances of iOS users and Android users and how you should adjust accordingly

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Traditional Marketing as we know is dead. In this new age, CMO and CIO will have to build a strategic partnership to break the Marketing and IT boundaries. Using Customer Analytics, Big Data technologies and Marketing automation across various digital, social and retail points of interaction, an organization will have to redefine the way how it crafts its customer experience.
Customers do not have the patience and tolerance to excuse poor user experience with your brand. How can you re-invent yourself to face this brave new world?

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See how new paradigms in design for mobile, tablet and desktop retirement planning experiences can drive better outcomes for retirement plan participants.

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Mobile has hit a new era. The majority of North American Financial Institutions have a mobilized website and some sort of App strategy. Now it is time to move beyond the basics and look at how we can leverage what we already have in place. This session will investigate:

• What else is there? What advantage / benefits do experience based interactions offer financial services?
• What are the next level of services that customers want?
• Data tells us customers are 3x more likely to use mobile influence offline- how can we leverage that for apps?
• Responsively designed app? There are different ones for websites
• Intelligently adjust to Android, iPhone, Windows etc
• App v mobile websites: time/ resource dedication
• Focus on which operating systems, what the differences are and how to get the best from each one without requiring a huge amount of bespoke work on each area

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SESSION # 1 – One Platform for Customer Engagement
Using single product strategy to implement multi-channel content and service solutions using Liferay

SESSION # 2 -- PwC
The nexus of Technology breakthroughs and customer experience has given rise to Omnichannel Banking, while an accepted customer
expectation, few banks do it well.

The emergence of mobile as a primary interaction channel has created a catalyst for banks to finally solve channel integration. Key challenges for
banks include:

-How to organize to get this done
-Ensuring your strategy is sound and adaptive to dynamic change
-Channel Integration: people, process and technology
-Meeting and exceeding customer expectations

Dean Nicolacakis will share PwC's views as to how banks can use mobile as the catalyst to deploy a practical omni-channel program

SESSION # 3 -- Enabling Digital Agility: The Business Case for Mobile Test Automation
As banks strive to push a continual flow of sophisticated services to their customers’ mobile devices, they find themselves up against an ever-growing bottleneck: the time and effort it takes to validate that these services work flawlessly across a rising number of diverse mobile devices, operating systems and screens. We call this growing mobile device validation phenomenon “the fan effect”. The immense increase in a bank’s effort to manage this “fan effect” and certify that its mobile banking products are functionally ready requires embracing some new techniques, processes and skills beyond traditional approaches. Blackstone will discuss the “fan effect” phenomenon, the business case for re-thinking how to approach mobile device testing, as well as share some techniques that can help reduce a bank’s mobile testing cycle times by up to 85%.
SESSION # 4 -- Planet Media

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This is your chance to be in a smaller, intimate group to discuss the latest
in mobile, disruptive technologies and organizational agility. Pick one
topic and interact with your peers.

1. How You Differentiate Your Mobile App Vs. Your Online
Account?
Scott Finder, SVP Digital Channels, First Republic Bank

2. What Can We Pull From The Branch To The Mobile Phone?
Jim Simpson, SVP, CTO, City Bank Texas

3. How Do You Create A Great Customer Experience Through
Mobile? What Can Be Applied From Online To Mobile?
Scott Cady, VP, Mobile Banking, The Huntington National Bank

4. What Are The Latest Developments In Responsive Web
Redesign?
Ed Uyeshima, Director of Digital Marketing, RS Investments

5. How Do You Supervise Risk And Security In The Cloud?
Senior Executive, To Be Announced

6. How Do You Organize Teams And Lines Of Business Around
Responsive Design?
Senior Executive, To Be Announced

7. How Can Digital Be Used For Small Business Banking Models?
How Can Bill Pay/Invoicing/Payments Be Used Effectively?
Senior Executive, To Be Announced

8. How Do You Increase Adoption Of Mobile Users To 70% ?
Thomas Foresta, CIO, Dean Bank

9. Keeping Up With Device Proliferation & Multiple Operating
Systems: Where Do You Focus Your Efforts?
Senior Executive, To Be Announced

10. Augmented Reality: What Are The Use Cases?
Senior Executive, To Be Announced

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