BBA Annual Retail Banking Conference 2017

Nearly a decade after the financial crisis the retail banking sector has seen new laws passed, new regulations published and competition remedies issued. But has the customer experience improved? 

At this year’s flagship BBA Annual Retail Banking Conference we’ll be discussing and debating the following questions, as well as exploring the role of technology in all its guises including fintech, open banking, digitisation and more:

  • Are customers benefiting from better products and services to meet their needs?
  • Have challenger and specialist banks opened up more choice?
  • What have the newest banks – those yet to receive a licence – got to offer customers?

 

The BBA’s Annual Retail Banking Conference is the only retail banking conference organised for the industry, by the industry. Engage with over 300 of your peers from senior leadership teams from across the sector and discuss the biggest topics affecting your sector.

Confirmed speakers include:

  • Andrew Bailey, Chief Executive Officer, Financial Conduct Authority
  • Steve Cooper, CEO Personal Banking & Executive Director – Europe, Barclays
  • Gillian Guy CBE, Chief Executive Officer, Citizens Advice Bureau
  • Andy Haldane, Trustee, National Numeracy and Chief Economist and the Executive Director of Monetary Analysis and Statistics, Bank of England
  • Simon Kirby MP, Economic Secretary to the Treasury, HM Treasury
  • Les Matheson, CEO Personal & Business Banking, RBSG
  • Javier San Felix, Head of Retail Banking and Deputy CEO, Santander
  • Alasdair Smith, Chairman, Retail Banking Market Investigation, Competition and Markets Authority
  • Cliff van Tonder, Executive Vice President for Partners and Alliances in EMEA, Avoka
  • Peter Vicary-Smith, Chief Executive, Which?
  • Caroline Wayman, Chief Executive & Chief Ombudsman, Financial Ombudsman Service

 

Group bookings

For organisations wishing to send several of their team, we are pleased to offer further discounts for group bookings (applicable where all attendees are employed by the same organisation and are registered under one booking):

  • 4 for the price of 3
  • 7 for the price of 5
  • 10 for the price of 7
  • For groups of 12 or more, every second delegate attends free of charge

 

To take advantage of this opportunity, please complete the registration form available here and send it to sue.dow@bba.org.uk.

This one-day conference will feature a mix of keynote addresses, panel discussions and Q&A sessions; giving you the opportunity to hear from industry leaders and subject matter experts who will provide a range of regulatory and consumer advocacy perspectives, as well as first-hand, practical insights from the banks and their professional advisors.

We’ll be discussing and debating the following questions, as well as exploring the role of technology in all its guises including fintech, open banking, digitisation and more:

  • Are customers benefitting from better products and services to meet their needs?
  • Have challenger and specialist banks opened up more choice?
  • What have the newest banks – those yet to receive a licence – got to offer customers to entice them away from their current bank?

08:30 Registration, breakfast and networking in the exhibition
09:00 Welcome remarks

Tanya Beckett, Broadcaster
Anthony Browne, CEO, BBA

09:10 CEO Panel discussion: The Year Ahead

Competition and Markets Authority remedies need implementation, ring-fencing operationalisation is in full-swing, there is still some residual European legislation to implement – and a tail of legacy issues to mop-up.  The economic forecasters are sending mixed messages for 2017 and margins (the bellwether of retail banking) are compressed.  Yet against these headwinds, the large retail banks are performing well – so what’s the outlook for the year ahead?

Steve Cooper, CEO, Barclaycard Business Solutions, Barclays
Les Matheson, CEO Personal & Business Banking, RBS Group
Javier San Felix, Deputy CEO and Head of Retail Banking, Santander

09:55 The Political Agenda

The UK is entering unprecedented political waters, with the decisions of the next couple of years likely to affect the lives of a generation.  This key note presentation by Simon Kirby MP, Economic Secretary to the Treasury will provide a unique view from inside the heart of Government on the issues-du-jour and the opportunities and challenges facing the current administration.

Economic Secretary to HM Treasury (name to be confirmed)

10:15 Culture and Conduct – The Regulatory View

Nearly a year to the day after taking the hot-seat, Andrew Bailey, Chief Executive Officer of the Financial Conduct Authority has been making things happen.  The annual business plan will be accompanied by a clear mission that looks to steer the regulator to the big issues and provide a defined structure within which it might act.  Meanwhile, the FCA continues to consider a number of thematic reviews; our second key note answers the question – what’s next?

Andrew Bailey, Chief Executive Officer, Financial Conduct Authority

10:40 Networking break in the exhibition; Lightning talks in the IdeaLab
11:10 The Way We Bank Now: 2017 Report Results

Senior representative from EY (name to be confirmed)

11:40 Specialist and challenger banks’ panel discussion

In short – after a decade of calls for a level playing field to allow specialists and new entrants to compete effectively in the retail banking market, has enough been done?  And will the Competition and Market Authorities’ remedies unlock the market?  Or do the long running issues of capital, access and tax continue to dog the sector?

Anne Boden, CEO, Starling Bank
Sultan Choudhury
, Chief Executive Officer, Al Rayan Bank
Paul Lynam, CEO, Secure Trust
Phillip Monks, Group CEO, Aldermore
Mark Mullen, Chief Executive, Atom Bank

12:25 Competition – a force for good

The Competition and Markets Authority’s remedies – following a lengthy investigation into the sector – have certainly sparked debate.  Clearly, the CMA is confident that its interventions will tackle the adverse effects on competition that it has identified – but others are not so sure. Alasdair Smith, Chairman, Retail Banking Market Investigation will lay out the case for change, the intent behind the remedies and his vision of a personal current account market freed of adverse effects on competition.

12:40 Lunch and networking in the exhibition; Lightning talks in the IdeaLab
13:45 “TED” pitch on National Numeracy

Andy Haldane, Chief Economist, Bank of England

14:00 Free, Fair For Everyone

The step-change in complaints reporting with the Financial Conduct Authority has again put customer relations under the spotlight.  Legacy issues continue to drive significant volumes of complaints, but what is the underlying outlook?  And what does the Ombudsman see, when asked to intervene. Caroline Wayman, Chief Executive & Chief Ombudsman, returns to our annual conference to give us the current picture.

14:20 Digital Disruptors panel discussion

FinTech Entrepreneurs or Digital Disruptors are just a couple of descriptions given to the new wave of technology driven businesses that are looking to carve out market sectors that might yet prove to be the next “unicorns”.  But what can we expect from this corner of the market – and how will it help our day to day financial affairs.  With a number of breaking innovations showcased at the conference, the innovators behind the ideas share their thoughts on tomorrow’s banking world.

Panel Chair: Imran Gulamhuseinwala, OBE, Global Head of FinTech, EY
Sophie Guibaud, Vice President European Expansion, Fidor Bank
Juan Lobato, Co-Founder & Co-CEO, Ebury
Cliff van Tonder, Executive VP for Partners and Alliances in EMEA, Avoka
Andrew White, VP EMEA, Vidyo, Inc.

15:05 Giving Consumers a Voice in Banking

Peter Vicary-Smith, Chief Executive, Which?

15:20 Networking break in the exhibition; Lightning talks in the IdeaLab
15:55 Pre-licensed banks’ panel discussion – regulation, capital, customer offer

Giles Andrews, Co-Founder & Chairman, Zopa
Chris Gledhill, CEO & Co-Founder, Secco
Ruth Handcock,
Chief Customer Officer, Tandem
Michael Jenkins, Director, The Services Family

16:40 The Inclusive Voice

For several years the industry’s working relationship with Citizen’s Advice has been a healthy balance of strategic partner and critical friend. Gillian Guy, Chief Executive of the Citizens Advice Bureau and Chair of the BBA Consumer Panel and has been instrumental in driving change that supports customers when they are often at their most vulnerable.  To round off the day, we will hear from the perhaps the most important voice of all; the voice of the customer that needs the industry’s help and support.

17:00 Closing Remarks

Tanya Beckett, Broadcaster
Bob Wigley, Chairman, UK Finance

17:15 Drinks and networking in the exhibition; Lightning talks in the IdeaLab.
19:30 Event close

Andrew Bailey

Chief Executive Officer, Financial Conduct Authority

Anne Boden

CEO, Starling Bank

Steve Cooper

CEO Personal Banking & Executive Director – Europe, Barclays

Gillian Guy CBE

Chief Executive Officer, Citizens Advice Bureau

Andy Haldane

Trustee, National Numeracy and Chief Economist and the Executive Director of Monetary Analysis and Statistics, Bank of England

Ruth Handcock

Chief Customer Officer, Tandem

 

Ruth was first employee and is now Chief Customer Officer at Tandem Bank, where she’s responsible for all of the bank’s customer-facing commercial activities. She led the team that secured Tandem’s banking license – one of only a handful of new banking licences granted in the last 100 years.

 

Ruth has had a career that spans industries. She started in consultancy where, amongst other projects, she worked on the London 2012 Olympic bid and advised numerous financial and professional service companies on their customer propositions. Ruth then moved to West Africa, where she worked for a year in the Ministry of Trade in the Sierra Leonean Government to attract overseas investment into the country and she still runs a primary school in Freetown. After a further period working for Tony Blair in his private office, she moved back into the commercial world as Global Finance Director of the $1bn Martini, Whisky and Cognac portfolios at Bacardi; a company renowned for building strong customer brands.

Simon Kirby MP

Economic Secretary to the Treasury, HM Treasury

Les Matheson

CEO Personal & Business Banking, RBSG

Javier San Felix

Head of Retail Banking and Deputy CEO, Santander

Alsdair Smith

Chairman, Retail Banking Market Investigation, Competition and Markets Authority

Cliff van Tonder

Executive Vice President for Partners and Alliances in EMEA, Avoka

 

Cliff van Tonder is Executive Vice President for Partners and Alliances in EMEA. With extensive international experience within the B2B and financial services and banking information technology sectors, Cliff holds responsibilities for identifying, forging and managing mutually beneficial strategic alliance partnerships to grow the Avoka business in the EMEA region. Prior to this, Cliff was EVP of Global Alliances at Lombard Risk where he responsible for a successful international channel expansion strategy. Previously as Non-Executive Director and EVP General Manager for SOFGEN banking consultancy, he had responsibility for all aspects of European operations, including central Asia and Russia. He headed up Business Development at BNP Paribas Securities Services and, prior to this role, he was Chief Operating Officer and Group Sales Director at Lombard Risk Systems, where he headed up the group’s sales efforts on trading & risk and collateral management systems and services to the financial industry globally. With significant experience of creating channel and go-to-market strategies and building new start up business leading sales and client teams across multiple countries, Cliff leads the development of alliance and channel partner networks for Avoka in EMEA. Having spoken at many financial services conferences and written numerous articles in the financial press, he is well known as a thought leader across the globe.

Peter Vicary-Smith

Chief Executive, Which?

Caroline Wayman

Chief Executive & Chief Ombudsman, Financial Ombudsman Service

Andrew White

VP, EMEA, Vidyo

 

Andrew White has over 20 years’ experience holding senior leadership roles within global enterprise software organisations that focus on the Communications, Customer Interaction and Service Management markets throughout EMEA, the USA and APAC. Andrew has been a thought leader for the industry and he has specific talents in the field of digital transformation. His experience includes corporate strategy, operating global commercial teams and strong involvement in large customer engagement projects that deliver; increased customer experience, increase revenue, integrated supply chain and process and cost reduction through end to end digital transformation in both B2C and B2B operating models.

 Headline Partner:

Associate Partners:

By focusing on the customer-centric portion of digital banking transformation, Avoka accelerates speed-to-market for digital and mobile customer acquisition and increases business agility. With Avoka’s “design once, deploy anywhere” cloud based platform, business units can implement their omni-channel initiatives for functions such as account opening, loan, and credit card applications., and control digital transformation outcomes without long development cycles, or exceeding budgets.

Avoka helps banks improve sales conversion rates and reduce abandonment through frictionless customer experiences, translating directly into revenue via digital and omni-channels.

Founded in 2002 in Sydney, Avoka has won numerous industry awards for its innovative customer experience solutions. Avoka has digitised over 100 million transactions spanning more than 16,000 sales and service projects. Avoka is based in Denver, USA; London, England, Frankfurt, Germany and Sydney, Australia.

For further information, see www.avoka.com

Vidyo’s video banking solutions offer the the highest quality, most scalable, interactive video communications to enable financial institutions to enrich their customers’ experience and enhance the customer engagement to ultimately drive more revenue and increase satisfaction and loyalty.

Today, Vidyo counts six out of the top 25 largest banks in the world as video banking customers, along with many smaller banks, credit unions and building societies, with applications ranging from wealth management to mortgages and real estate advisory.

To know more about the video banking opportunity, read our Video Banking Report 2017.

To learn more about the power of Vidyo for financial institutions, please visit our web site.