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
  • Stephen Barclay MP, Economic Secretary to the Treasury, HM Treasury
  • 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
  • Les Matheson, CEO Personal & Business Banking, RBSG
  • Peter Neufeld, Partner EMEIA Head of Digital Advisory and Customer Experience, EY
  • Javier San Felix, Head of Retail Banking and Deputy CEO, Santander
  • Alasdair Smith, Chairman, Retail Banking Market Investigation, Competition and Markets Authority
  • Hamish Thomas, Partner EMEIA Payments Leader, EY
  • 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

EY Auditorium

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?

Matt Hammerstein, Head of Retail Products and Segments, Barclays UK
Les Matheson, CEO Personal & Business Banking, RBS Group
Javier San Felix, Deputy CEO and Head of Retail Banking, Santander UK

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 Stephen Barclay 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.

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 Unisys IdeaLab (see below)
11:10 Open Banking – A New Way of Engaging With Financial Services

It is now half a year to go before Open Banking and the Payment Service Directive II become a reality in January 2018. How can we develop an infrastructure that can drive a faster adoption of Open Banking and what impact will this have on how we manage our financial lives?

Open Banking represents an opportunity to fundamentally shift both perception and engagement for banking customers and redefine what we mean by personal financial services. Now is the time to move beyond the transaction.

Drawing on data from the Way We Bank Now report and other thought leadership, EY explores a new way of engaging with financial services and what Open Banking really means for both the providers and consumers.

Peter Neufeld, Partner EMEIA Head of Digital Advisory and Customer Experience, EY
Hamish Thomas, Partner EMEIA Payments Leader, EY

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 Unisys IdeaLab (see below)
13:45 National Numeracy

Andy Haldane, Trustee, National Numeracy and Chief Economist and the Executive Director of Monetary Analysis and Statistics, 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 Unisys IdeaLab (see below)
15:55 Pre-licensed banks’ panel discussion – regulation, capital, customer offer

Giles Andrews, Co-Founder & Chairman, Zopa
George Bevis,
Founder & CEO, Tide
Chris Gledhill, CEO & Co-Founder, Secco
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 CBE, 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 Unisys IdeaLab (see below)
19:30 Event close
Unisys IdeaLab

For the first time, this year we are delighted to bring you the Unisys IdeaLab, a secondary stream of ten-minute lightning talks from tech innovators, game-changers and more established organisations from across the financial services sector. These talks have been carefully curated to complement the main agenda and to provide some extra ‘lightbulb moments’ as we discuss some big ideas shaping the future of banking in the UK.

10:45 Managing the Expectations of Digital Customers

Scott Liddell, Head of Channel & Digital, Clydesdale Yorkshire Bank

10:55 Banking With a Purpose: Why Purpose Drives Competitive Advantage in Today’s Landscape

Ben Lillywhite, Delivery Director, Tandem

12:45 Onboarding Automation: e-Signature is Not Enough

Guy Statter, Senior Banking Consultant, Dealflo

13:00 Moving Beyond Omnichannel Banking

Adam Oldfield, VP EMEA Financial Services, Unisys

13:20 Using the Cloud to Deliver Secure, Scalable and Robust Digital Banking Grade Platforms

Clinton Browne, Chief Technology Officer, PCT

15:25 Establishing Effective Culture, Conduct and Governance from Within

Paul Redfern, Director, Effective Governance Solutions, Arctick

15:40 The Future of Biometrics in Banking

Speaker tbc, IDscan

17:30 Message to Banks: Your Customer isn’t Who You Think it is…

Sam O’Connor, Co-founder & CEO, Coconut

Andrew Bailey

Chief Executive Officer, Financial Conduct Authority

Stephen Barclay MP

Economic Secretary to the Treasury, HM Treasury

George Bevis

Founder & CEO, Tide

Anne Boden

CEO, Starling Bank

Sophie Guibaud

Vice President European Expansion, Fidor Bank

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

Les Matheson

CEO Personal & Business Banking, RBSG

Peter Neufeld

Partner EMEIA Head of Digital Advisory and Customer Experience, EY

Javier San Felix

Head of Retail Banking and Deputy CEO, Santander

Alsdair Smith

Chairman, Retail Banking Market Investigation, Competition and Markets Authority

Hamish Thomas

Partner, EMIEA Payments Leader, EY

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

Andrew White

VP, EMEA, Vidyo

 

 Headline Partner:

EY is a leader in serving the financial services industry

We understand the importance of asking great questions. It’s how you innovate, transform and achieve a better working world. One that benefits our clients, our people and our communities. Finance fuels our lives. No other sector can touch so many people or shape so many futures. That’s why globally we employ 26,000 people who focus on financial services and nothing else. Our connected financial services teams are dedicated to providing assurance, tax, transaction and advisory services to the banking and capital markets, insurance, and wealth and asset management sectors. It’s our global connectivity and local knowledge that ensures we deliver the insights and quality services to help build trust and confidence in the capital markets and in economies the world over. By connecting people with the right mix of knowledge and insight, we are able to ask great questions. The better the question. The better the answer. The better the world works.

Website: http://www.ey.com/fsbanking

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

Unisys is a global information technology company that specialises in providing industry-focused solutions integrated with leading-edge security to clients in the government, financial services and commercial markets. Unisys offerings include security solutions, advanced data analytics, cloud and infrastructure services, application services and application and server software.

With decades of banking industry experience and digital excellence, Unisys understands that at the heart of true transformation is the complex journey of a bank reinventing itself as a flourishing digital ecosystem. In order to continue to satisfy ever evolving customer needs, retail banks need to embark on the full course of digital transformation. Unisys’s partnership with retail banks moves beyond smart architecting and orchestrating the digital metamorphosis into real business transformation.

Website: http://www.unisys.com/elevate

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.

Media Partner:

Banking Technology is the definitive source of news and analysis of the global fintech sector.

We are the go-to, trusted resource for financial services and banking technology buyers, sellers, developers, integrators, regulators and other specialists across the sector, big and small.

Our reputation has been earned over the years through our understanding of the industry, investigative journalism and independence.

Our website offers daily news and commentary on all things fintech.

Our iconic monthly Banking Technology Magazine – in circulation for over three decades – provides in-depth research of the industry’s developments and trends. It is available in print and digital.

Our annual awards show, Banking Technology Awards, recognises excellence in the use of IT in banking and financial services, strive for innovation, and professional contribution to the industry’s betterment.

Visit our website: www.bankingtech.com
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