29 April 2014 | London #FTRB
08:15 - 09:00Registration
09:00 - 09:05Welcome Remarks
Brian Caplen, Editor, The Banker
09:05 - 09:30Keynote Interview: Providing Better Customer Experiences and Satisfying Digital Demands for the Next Generation
Jean Lassignardie, Chief Sales and Marketing Officer, Capgemini Financial Services
  • Latest results from 17,000 customers and over 125 banking executives from the World Retail Banking Report 2014 by Capgemini and Efma
  • Which factors matter most to customers in their banking experience across products, channels and transactions?
  • How can banks deliver a positive customer experience that differentiates them from their competition and increases profitability?
09:30 - 10:15Keynote Presentations and Group Interview: The Social Media Challenge
Christophe Langlois, Global Head of Social Media,
Nigel Sheldon, Director of Social Media, Barclays
Brian Caplen, Editor, The Banker
  • Why is the implementation of a social media strategy important?
  • How can social media be leveraged most effectively to meet customer demands?
  • Investing in the latest channels – which are most valuable and why?
  • Negotiating the impact of regulatory requirements on social media initiatives
  • How can proof of ROI best be demonstrated?
10:15 - 10:45Coffee Break
10:45 - 11:15Keynote Presentation: The Impact of Digitisation
Daryl Wilkinson, Head of Group Digital Development, Nationwide
  • How is digitisation affecting the retail banking sector?
  • In what way can digital media enable a closer relationship between banks and their customers?
  • How serious is the challenge posed by ‘digitally native’ banks?
  • Integrating services across multiple channels– what obstacles do banks face?
  • What technological advances can we expect to see in the next few years?
11:15 - 12:15Panel Session: Rebuilding the Bank-Customer Relationship
Brian Caplen, Editor, The Banker
Errol Damelin, Founder and Chairman,
Rosemary Stark, Head of UK Banking, Capgemini
Jeremy Takle, Managing Director, Strategy and Propostions, Europe Retail and Business Banking, Barclays
Angela Wakelin, Director UKB Operations and Risk, Santander
Giles  Andrews , Chief Executive Officer , Zopa
  • What is the biggest challenge currently facing retail banks?
  • Is it easy to get board level buy-in for customer experience initiatives?
  • How good are banks at engaging with their customers?
  • Is the threat of new entrants a major concern?
  • Which is the best example of effective social media engagement? 
  • Educating customers, particularly Gen Y – should banks charge for giving financial advice?
  • Will the branch still exist in 5 years’ time?
12:15 - 12:40Final Keynote: Banking for the Future
Peter Hahn, Senior Fellow and Senior Lecturer, Cass Business School
  • Which recent trends have had the biggest impact on retail banking?
  • What lessons can be learned from the retail sector?
  • Regulation – the ongoing challenge
  • Streamlining operations and simplyifying your services
  • Regaining consumer trust and loyalty – what still needs to be done?
  • Putting the customer at the heart of the business: the next steps for retail banks
12:40 -12:45Concluding Remarks
Brian Caplen, Editor, The Banker
12:45Networking lunch