2014 AGENDA: Day 2: Omni-Channel & Big Data Day

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How Do You Organize To Deliver A True Omni-Channel Experience? If you look at entire customer journey, what do you need to do to provide a genuine omni-channel journey? How are you organizing to win? In what way are customers interacting with you to help you do that? Where is the line between privacy and creating a useful, personalized experience to the customer? With an
incredible line-up of panelists, this session will investigate:

• When transforming your business to become truly omnichannel, how do you decide where to start?
• Discovering how to set up a multi-channel organization:
• Merging lines and customer cost through channels
• How do we create common objectives and organization goals?
• Customers doesn’t think in terms of channels- how do we make our organizational structure mirror this?
• How do you keep your customer at the heart of your change program, especially when their needs and expectations are changing even as your development is underway?
• As the type of devices used to access content increase year on year, how do you ensure that the customer's experience of your brand is consistently excellent?
• How are these organisations measuring across channels?
• How they are combining data?

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Jared Weiner will leverage his experience as a futurist working with some of the world’s largest companies to uncover several emerging consumer trends for 2014…and beyond…that will significantly impact the future. This session will focus on the major growth areas of the emerging Metaspace Economy, and the important trends that underlie those growth areas. Together, we
will take a powerful, quick-hitting journey into the short- and long-term future to uncover the growth opportunities of tomorrow for business – specifically within digital. Among the concepts discussed, will be:

• Time as the new value proposition of the emerging economy
• The profound shift toward image-based communication
• The rise and evolution of alternative, digital currencies
• Advancements in the study of the human brain, mind and decision-making processes
• The importance of design thinking and design-inspired leadership in the development of everything

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Just when you thought you have a handle on mobile banking, the Internet of Things is now the next “Big Thing”. The ecosystem for this technology will be an $8.9 trillion market in 2020, according to IDC. Your customer’s smart refrigerator is enabled to withdraw money from their account to order food. You may be exchanging information with your customers through some eyewear.

Opportunities abound for interaction with your customers through the many “things” that are connected to the internet. On the other hand, this landscape of opportunities can also turn into the “Internet of Vulnerabilities”. Learn about this new trend and be prepared for it.

Takeaways:
• How does the Internet of Things affect the way you work
• What are the privacy and security issues around this trend
• What are the best practices to protect your customers from cybercriminals while strengthening trust with your customers and increasing your brand equity

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The retail banking industry is at a key turning point. The cost of managing customers through massive branch networks is outstripping many banks’ ability to generate profits.
Meanwhile, a jaded consumer base increasingly interacts with their banks through virtual channels. Ultimately, these two forces will lead to new distribution models, customer experience platforms, crowd-sourced business models and other game-changing innovations that will redefine the banking industry.

This session will look at:
• Understanding where the starting point for the branch of the future begins
• Getting to grips with the KPIs/metrics to measure success & profitable
• How do you measure success in branch of the future?
• Investigating the latest technologies to deploy in the branch to create a more digital experience
• Examining what branches will look like in two, five & ten years time

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How Do You Build A Technology Ready, Responsive, Nimble
Environment?

Customers continue to expand their digital banking toolkit, seeking to streamline their lives with new functionality while demanding excellent user experience. At the same time, the rapid pace of innovation and fierce competitive landscape have fragmented the market and introduced a degree of uncertainty not seen in the fin-tech field in twenty years. How do you keep up and remain relevant to your customers? Do you have the chops to manage your own digital banking roadmap?

This session will address:
• Overview of the major digital banking trends
• Main considerations of the build vs. buy decision
• Foundation for successfully bringing digital banking roadmap management in-house
• How does a team structure to deliver a faster, better manner?
• Is it agile processing and development?
• Can you deliver in that method by more of a standard project management cycle?
• If you bring in-house: what do customers want? Do consumers want native or responsive design?
• What research was put out there to understand what they are going to use?
• Usage trade-offs of one vs. another

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Company executives are facing tremendous challenges as they try to navigate through today’s customer-driven landscape. As this generation of consumers’ expectations and technological capabilities continue to evolve so too must the analytics used to measure the experiences they have with companies and organizations. ForeSee Director, Brendan Deasy, will discuss the need for a comprehensive system of metrics that eliminates metric silos to better support today’s multi-channel, multi-device world we live in. He will explain how this new generation of predictive customer experience analytics can be a strategic asset and help increase the velocity of growth for your business. This session will explore: • What the next generation of Customer Experience Analytics is and how it will help you better understand and improve the customer experience • How predictive customer experience analytics can help you manage your business more effectively and drive deepened relationships • How customer centricity requires a holistic view across customer journeys rather than in channel silos.

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The retail banking and financial services customer has changed and changed at pace. You have to run very fast just to keep up and the complexity of what makes a great experience keeps increasing. Whether it be through mobile, social, online, on the phone or in branches, the digital game just got a whole lot more interesting. So how do you join the dots together? With a leading thought leader in this space and one of our Advisory Board members, attend this session hear:

• Developing a step by step guide to understand your customer journey and shift from channel obsessed to customer obsessed: bringing the customer into everything you do
• Discovering how to join the dots together to encourage loyalty by implementing cross channel CRM, analytics and business intelligence
• Getting to grips with the tools & techniques out there to get a better handle customer behavior and interactions with FI’s
• Implementing a marketing strategy that is fit for purpose depending on the target audience and creates a truly personalized customer experience
• Determining how to ensure you deliver a consistent brand message across different channels, regardless of how different they medium may be

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SESSION # 1 – Creating the Digital Bank of Tomorrow: Launching Backbase Engage

Banking as we know it is changing. Mergers and acquisitions. Software companies like Google and Paypal moving into the financial space and new entrants such as Moven and recently acquired Simple are targeting the customers. Banks need to keep up. To help banks and credit unions to deliver a Simple like omni-channel banking experience, Backbase is launching Backbase Engage at Netfinance 2014. A out of the box direct bank, ready for the next level of banking.

In this presentation, we will share our vision and best practices in implementing the Bank of Tomorrow. With a strong focus on digital and mobile banking, the omni-channel customer journey and how to improve customer loyalty and retention when working in the new era of engagement banking. We will offer clear guidelines in delivering a new Bank 2.0 customer experience that puts your bank on the level of Amazon, Facebook and Apple: exactly what the modern day banking customer expects from financial institutions.

SESSION # 2 – Creative Virtual USA: Talk Type and Tap to get Personalized Answers in Any Channel
SESSION # 3 – Omni Channel Sales & Marketing for Financial Services
SESSION # 4 --WHY DIGITALLY SAVVY FINANCIAL SERVICES FIRMS ARE MORE PROFITABLE presented by Soasta

Since 2008, the financial services industry landscape has changed – drastically. Customer loyalty? It’s fading fast. New competitors? They’re entering quickly and are here to stay. Customer expectations? They never stop rising. Budgets? Tighter than ever. As a result, the pressures to manage costs, improve efficiencies, and maximize return on equity – all within a highly regulated environment, are greater than ever. In other words – financial services needs to raise its compete level.

In turn, the pressure on digital performance professionals has become unrelenting. That’s because the applications and infrastructure that underpins virtually every aspect of the financial services industry has continued to evolve and accelerate, changing how companies acquire, retain, and expand relationships with customers.

At this case study presentation, learn how 2 of the world’s leading brands have implemented digital performance optimization strategies that yielded technological improvements and impressive financial results.

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What Are The Latest Methodologies To Convince Your CFO To Invest In Digital?
Given the large size of banks, robust enterprise solutions & technology costs get very high. Therefore the focus on ROI is very big. Every change requires significant investment & high security. The proposal approval cycle is tough & vigorous. With the huge rise in digital financial services offerings, there are some opportunities out there that you know are incredibly valuable to customers, but too complex and difficult to prove the return. So how do you build it anyway? This session will look at:
• Breaking down the criteria used to select projects to get them through the innovation funnel
• Understanding what goes into complicated financial models to prove long term ROI for a financial institution
• Getting to grips with new metrics including ROO (Return on Objective)
• Focusing in on what leadership is trying to affect - awareness, perception and consideration
• Discovering how to utilize scorecards, processes, analysts etc.to ensure return is delivered on these projects

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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.
There will be 2x rotations for these roundtables.

1. How Does A Team Structure To Deliver A Faster, Better
Manner? Is It Agile Processing And Development? Can You
Deliver In That Method By More Of A Standard Project
Management Cycle?
Derrick R. Brooks, VP, Digital Solutions, Scottrade, Inc

2. A Multi-Channel, Omni-Channel Discussion: Optimize
Transactions And Establishing A Best Practice Approach To
Roadmap Planning Across Channels
Patrick Reetz, MD, Online and Mobile Banking US, BMO Harris
Bank

3. What Value Add Services Can Data Provide Us? How Can
We Translate Data In Revenue?
Sheri Taylor Gilchrist, VP, Director of Relationship Marketing, Eaton
Vance

4. Building The Business Case For Big Data Infrastructure
Investment
What’s The Tipping Point For It To Be Profitable? How Do You
Manipulate The Huge Amount Of Data To Translate It Into Useful
Information For The End User?
Senior Executive, To Be Announced

5. What Are The Latest Developments In Internal Collaborative
Tools To Boost Digital?
Dale Avery, AVP Enterprise Services, State Farm

6. What Emerging Social Media Channels Should You Be
Focused On?
Deborah Well, Director of E-Business, Harbor Capital Advisors

7. User-Centered Design
Jim Denton, VP Head of Experience Design, City National Bank

8. Meeting the Needs of the Omni-Channel Customers Through A Fragmented Environment of Delivery Systems
Jay Spahr, SVP, eCommerce, Salem Five

9. Shifting Brick & Mortar Establishments To Digital: How Do
You Overcome The Barriers?
Patrizio Spagnoletto, Head of Digital, Farmers Insurance

10. What Is Social Selling? Can Social Channels Actually Drive
Measurable Revenue?
Silu Modi, Head Social Sales COE, RBC

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This is your opportunity to discuss the hottest topics in an intimate,
financial institution only group.

ROUNDTABLE #1: Small Banks & Credit Unions
Daniel Souers, eMarketing Director, MAX Credit Union

ROUNDTABLE #2: Midsize Banks & Credit Unions
Chris Barlow, VP eBanking,Webster Bank

ROUNDTABLE #3: Large Banks & Credit Unions
Sean Murray, Executive Director, Digital Platforms Group Leader,
JPMorgan Chase

ROUNDTABLE #4: Insurance
Steve Yacik, VP Digital, Chubb Personal Insurance

ROUNDTABLE #5: Asset Management
Sheri Taylor Gilchrist, VP, Director of Relationship Marketing, Eaton
Vance

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