David Urbano Mobile Banking & Digital Networks Director e-lacaixa. Thomas Kragh Associate Director, Digital Nykredit.

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1 Marketforce s 2nd Annual Conference 20:20 Customer Experience: Financial Services Nordics Sharpen your competitive edge: explore innovation and excellence in the customer experience 24th and 25th March 2015 Radisson Blu Royal Hotel, Copenhagen Speakers include: Patrick Bergander Chief Executive Officer Codan & Trygg-Hansa / RSA Scandinavia Annkristine Wuopio- Mogestedt Chief Claims Officer Folksam Jesper Nygaard Partner JLT Group Anna Grandt Head of Digital Governance SEB Jostein Dalland Chief Marketing Officer Storebrand David Urbano Mobile Banking & Digital Networks Director e-lacaixa Thomas Kragh Associate Director, Digital Nykredit Christian Weisbjerg Department Director, Business Intelligence (Nordic) Gjensidige Forsikring Marion Løken Head of Customer Analytics Norway - BA Private Carsten Møller Pedersen Chief Executive Officer NEM Forsikring Exclusive rates for financial institutions available 84% of last year s delegates came from financial institutions Book your place before 27th February and save up to 200 Morten Olsen Head of Branch Network & ATM Development, Retail Banking Nordea Nils Lindhe Head of EuroBonus SAS Sponsors: Good speakers and content with an engaged chairman. Head of Digital Governance, SEB

2 Customer-centricity is essential to maintaining your competitive edge. An enriched, personalised customer engagement strategy delivers happier customers, greater loyalty and, ultimately, improved profitability. 20:20 Customer Experience: Financial Services Nordics delivers both the strategic and practical know-how you need to make this a reality, transforming your approach to customers by giving them the superb journey they deserve, through whatever channels they choose to use. What s new for 2015 Outside perspectives from retailers and airlines on dealing with digital and promoting loyalty An interactive voting session to give your views on customer experience measurement A greater variety of content, from C-Suite strategic presentations to practical case studies from project leaders Streamed sessions to delve deeper into key issues like customer feedback and the claims experience Key reasons to attend: Get the C-Suite perspective on what it takes to deliver a first-class experience Take an in-depth look at digital engagement including mobile and social media What makes your customers tick Explore the role of analytics in unearthing insight Understand what it really takes to deliver an omnichannel experience Explore innovation in the customer experience from augmented reality to the retail journey Tailor your day with a choice of sessions on customer feedback, branches or claims Comments from our delegates: Who could you meet Last year s attendees included representatives from: Aberdeen Asset Management Alka Forsikring Alm. Brand Barclays Wealth BNP Paribas Cardif Brøndby IF Ceska Sporitelna Codan Danica Life Danske Bank Direct Line Group DNB DNB Livsforsikring Eika Euroclear GF Forsikring Gjensidige Forsikring Last year s attendee breakdown Groupama Guidewire Software Íslandsbanki Kobstaedernes Forsikring Landsbanki Nordea Bank Nykredit Group OP-Pohjola Group SEB Group Signicat AS Sparebanken Vest Storebrand Swiss Post Topdanmark TRYG VIS Insurance Great Head of Digital Marketing, BNP Paribas Cardif Good networking opportunities Development Manager, Íslandsbanki Good experience Marketing Manager, Post Finance Financial services Professional Services IT & Technology Other Join the debate on twitter using the hashtag #customer15 or BOOK ONLINE

3 20:20 Customer Experience: Financial Services Nordics 24th and 25th March 2015 Radisson Blu Royal Hotel, Copenhagen Welcome address from Marketforce Chairman s opening remarks Delivering an innovative, first-class customer experience customers Keynote Address Patrick Bergander, Chief Executive Officer, Codan & Trygg- Hansa / RSA Scandinavia Responding to evolving needs: how to keep pace with Christian Bornfeld, Head of Digital Banking, Nordea Meeting the client s expectations: a theoretical and practical point of view Jesper Nygaard, Partner, JLT Group Advisory session Senior representative, FICO Leaders Forum Excellence in customer experience Making the most of digital: where do the new opportunities for customer engagement lie How are customer expectations evolving and what does this mean for financial services How can customer feedback most effectively be collected and fed back into strategy How can financial institutions best train staff to deliver a firstrate customer experience Balancing cost with customer experience: where do you draw the line How will tighter data protection regulation affect customer experience delivery Patrick Bergander, Chief Executive Officer, Codan & Trygg- Hansa / RSA Scandinavia Christian Bornfeld, Head of Digital Banking, Nordea Jesper Nygaard, Partner, JLT Group Senior representative, FICO Refreshments Day 1 - Tuesday 24th March 2015 Engaging the digital consumer The digital customer journey What are the key frustrations customers face online and how can these be avoided How can the right balance be struck between security and customer convenience Knowing when to intervene: the role of avatars and social chat Learning from the customer s online behaviour to hone the customer journey Maths Alvfalk, Head of Digital Advisory, Länsförsäkringar Using mobile to deliver a more personalised customer experience What do customers want from mobile financial services To what extent does the screen size and usage pattern limit what can be done Will tablets become the main channel for customer interactions and in what time frame How can real-time and location-based data be used to create useful communications for customers on the go Malin Eliasson, Head of Mobile Banking, SEB Retail Sweden Advisory session Senior representative, Accenture Questions Evaluating the significance of growth of aggregators What has been the impact of aggregators in the Nordic region to date and how is that likely to evolve What lessons can be learnt from the UK experience To what extent is it possible to differentiate customer experience via aggregators How great is the risk that the growth in aggregators will lead to a commoditised market What does the growth of aggregators mean for investment in the online purchasing experience Lars Lund-Nielsen, Chief Executive Officer, Nordic Consumer Portals Carsten Møller Pedersen, Chief Executive Officer, NEM Forsikring Stine Marie Brosø, Senior Project Manager, Codan Forsikring Lunch hosted by Accenture Streams Delegates can now choose from two streams; Stream A will look at customer feedback and Stream B will consist of a choice of two roundtable workshops. There are a limited number of places available on the roundtables so delegates are encouraged to sign up in advance. Optimising the benefits Stream A: of customer feedback Optimising services based on customer insight and feedback How can businesses use agile operations to deliver greater value to customers How can wholesale development be combined with constant refinement Implementing insights from customer feedback: creating a responsive bank Anna Grandt, Head of Digital Governance, SEB Turning complaints into loyalty-building opportunities Karin Berg, Vice President, Social Media, Lidl Sweden Questions Stream B: Roundtables Each sector-specific roundtable will involve a 15-minute presentation from the speaker who will then facilitate a 25- minute discussion around the key themes. These workshops provide an excellent opportunity for delegates to share ideas and network with peers Roundtable One Delivering a superb branch experience What do customers care about most when they visit a branch How can a feeling of personal service be maintained with fewer staff What can digital technology contribute to the branch experience Envisaging the future: what role will branches play going forward Morten Olsen, Head of Branch Network & ATM Development, Retail Banking, Nordea TELEPHONE +44 (0)

4 4 Roundtable Two Improving customer experience in insurance claims The human factor: ensuring staff have the skills to deal with customers in times of stress What are the keys to ensuring partners and suppliers deliver an excellent claims experience What role can mobile play in claims to deliver increased convenience to customers Annkristine Wuopio-Mogestedt, Chief Claims Officer, Folksam Refreshments Measuring success in customer experience Gaining an accurate picture of the customer experience using the right metrics Exploring the relative merits of different metrics To what extent do you need standardised measurements to benchmark effectively How can you best integrate qualitative and quantitative insights Information overload: how to ensure metrics provide meaningful insight and drive the right actions Marion Løken, Head of Customer Analytics Norway BA Private, Advisory session Questions Mobile Voting Evaluating customer experience measurements Delegates will vote on their mobile devices on a variety of questions focused on how to make best use of metrics to understand and improve customer experience. Results will be relayed to our panel of industry experts who will discuss the findings. Topics to be discussed include: How reliable are metrics and how well do they correlate with sales and loyalty NPS, CES, ARPU: identifying which metrics work best and when From focus groups to questionnaires: what are the best methods for gathering feedback Acting on insight: to what extent should metrics influence decisions and strategy Marion Løken, Head of Customer Analytics Norway BA Private, Jostein Dalland, Chief Marketing Officer, Storebrand Chairman s closing remarks and end of day one, followed by drinks reception in central Copenhagen Chairman s opening remarks 5 Delivering a seamless customer experience across multiple channels Towards a truly omnichannel customer experience What is omnichannel and how can it benefit customers How mature is the industry in its push towards omnichannel Linking digital to physical services: what are the challenges of integration Avoiding service duplication: directing customers to the most appropriate channel Thomas Kragh, Associate Director, Digital, Nykredit Advisory session The evolving role of contact centres in a multichannel environment service or proactive sales The evolving role of contact centres in a multichannel customer value proposition Changing from reactive service to proactive sales How has the move to digital affected the role of the call centre What are the keys to achieving First Contact Resolution through contact centres Stefan Andersson, Head of Sales, SEB Life Mobile Voting Topics to be discussed include: Engaging and interacting with customers across multiple channels Delegates will vote on their mobile devices on a variety of questions relating to customer behaviour and the customer experience in a multichannel context. Results will be relayed to our panel of industry experts who will discuss the findings. Is an omnichannel approach essential and how urgent is it to invest in this approach Does offering omnichannel service drive more or less costeffective customer behaviour Will tablets become the dominant channel, what for and within what time frame Technology vs the human factor where can investment make the biggest difference Thomas Kragh, Associate Director, Digital, Nykredit Stefan Andersson, Head of Sales, SEB Life Refreshments Day 2 - Wednesday 25th March Personalising the customer experience through insight and analytics Building a full picture of the customer Creating a single customer view: overcoming the challenges of pooling data from multiple sources What can third party and social media data add to the picture What data sources deliver the most useful insights Christian Weisbjerg, Department Director, Business Intelligence (Nordic), Gjensidige Forsikring Advisory session The 20:20 Customer Experience Network is a cutting edge hub bringing together the leading customer experience professionals to gain insights and share opinions. Sign up now for free and join the debate wherever you are marketforce.eu.com BOOK ONLINE

5 12.05 Using analytics to shape the customer journey How can predictive analytics be used to anticipate customer needs and preferences Targeting communications: sending customers the right information at the right time Ensuring customers find interactions useful rather than intrusive Creating an emotional bond: connecting with customers at each stage of their journey To what extent can financial institutions deliver a truly personalised service Susanne Gloudemans Grenz, Senior Customer Insight Manager, Trygg-Hansa SAS EuroBonus: creating a highly personalised loyalty programme SAS s EuroBonus programme is the premier loyalty and frequent flyer programme in the Nordics, offering customers a wide range of services and benefits to make flying ever better. In this presentation, Nils Lindhe will showcase how the scheme improves customer loyalty by getting to know the customer and engaging in dialogues with both rational and emotional messages, delivered omnichannel. Nils Lindhe, Head of EuroBonus, SAS Questions Lunch Envisaging the next stage in customer experience innovation In this session delegates will hear three case studies showcasing innovative examples of how digital technology has been used to enhance the customer experience. The three case study presenters will also form a panel to discuss in turn the wider implications of each of these innovations across retail financial services, taking questions and comments from the floor. UniCredit Bulbank: creating a frictionless customer experience in the branch The Branch of the Future in Sofia is designed to make customers feel special at every stage of their branch journey. It includes rational and emotional elements influencing each step of the customer journey like interactive walls, quick zones and remote video consultations, as well as welcoming scents, coffee and background music In this presentation, Tsvetanka Mintcheva will show how this multisensory experience came into being and what a commercial success it has been so far. Tsvetanka Mintcheva, Head of Retail Banking & Member of the Management Board, UniCredit Bulbank Personalising the branch experience How can interactive technology be used to personalise the inbranch experience What security issues could financial services companies face in implementing these new technologies What defines the line between what customers will find useful rather than intrusive Digital wallets - partnering to deliver a better experience for customers Speaker to be confirmed The growth of digital partnerships and digital wallets: the implications for financial services How can different financial services players best take advantage of digital wallets What digital partnerships can be struck to ensure banks and insurers play a greater role in customers lives and enhance the customer s overall experience What are the challenges and opportunities associated with partnering with different industries La Caixa: augmented reality delivering virtual financial services La Caixa s augmented reality app through Google Glass combines traditional banking app features with value-added services that combine the digital and physical world. David Urbano, Mobile Banking & Digital Networks Director, e-lacaixa Exploring the convergence of digital and physical environments What meaningful role can augmented reality play in customers lives and in financial services When is augmented reality likely to become mainstream What additional functions can be provided by augmented reality and how can it be used to drive financial services sales Chairman s closing remarks and end of conference Sponsors: Accenture is a global management consulting, technology services and outsourcing company, with more than 305,000 people serving clients in more than 120 countries. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world s most successful companies, Accenture collaborates with clients to help them become highperformance businesses and governments. The company generated net revenues of US$30.0 billion for the fiscal year ended Aug. 31, FICO is a leading analytics software company, helping businesses in 80+ countries make better decisions that drive higher levels of growth, profitability and customer satisfaction. FICO provides analytics software and tools across multiple industries to manage risk, fight fraud, build profitable customer relationships, optimise operations and meet strict government regulations. Learn more at ipipeline is a leading provider of sales and support software to the insurance and financial services markets. We provide the process automation and seamless integration needed to simplify and accelerate sales by aggregating more than 120 carriers, 875 distributors and financial institutions on a global basis in a webbased environment. To learn more about our solutions visit Interested in speaking, exhibiting or hosting an event around the conference There are a limited number of opportunities to engage key decision makers through speaking, exhibiting and other tailored packages. For more details, please get in touch: Tel: +44 (0) TELEPHONE +44 (0)

6 20:20 Customer Experience: Financial Services Nordics 24th and 25th March 2015 Radisson Blu Royal Hotel, Copenhagen How to Book Simply return this form to: Marketforce Business Media Ltd 3 Sutton Lane London EC1M 5PU United Kingdom Telephone us on: +44 (0) Fax this form to: +44 (0) Book online at: us on: Prices Code: 3222 Financial Institutions* Standard Rate Registrations on or before 27th February ,345 + VAT = 1, ,075 + VAT = ,545 + VAT = 1, ,235 + VAT= 1, Registrations after 27th February ,545 + VAT = 1, ,235 + VAT = 1, ,745 + VAT = 2, ,395 + VAT = *This rate is only available to financial institutions, including banks, insurers and fund managers. Service providers, including consultants, outsourcing service providers, IT providers and solicitors are not eligible for this rate. The price remains at the discretion of the conference producers, whose decision is final. VAT charged at Danish 25% Delegate Information Title First Name Surname Job Title Phone Title First Name Surname Job Title Phone Title First 15% Name DISCOUNT Surname Job Title Phone Company Information Company Name Address Postcode/Zip Country Fax Payments Please select the relevant box: I wish to book the named delegate(s) and I understand that this registration is made subject to Marketforce Business Media Ltd s terms and conditions. I cannot attend so I wish to purchase a copy of the conference VAT. The conference documentation is distributed online and accessed via a password which will be ed to you after the conference and once payment has been made. The presentations will be online for a period of 3 months. Signed I enclose a cheque for the sum of. Cheques must be drawn on a UK bank account with a UK sort code and should be made payable to Marketforce Business Media Ltd and sent to The Accounts Department, Marketforce Business Media Ltd, 3 Sutton Lane, London EC1M 5PU. I will transfer the sum of Bank Transfer details: please transfer quoting reference SNM02 plus company name. Bank Details: Lloyds Bank, Southampton Row, London WC1B 5HR. Bank transfers in Sterling should be ma de to Lloyds Bank, sort code , account number , IBAN: GB39 LOYD , BIC: LOYDGB Payments made in this way should also carry the conference name and your company name as reference. Bank transfers in Euros should be made to Lloyds Bank, sort code , account number , IBAN: GB09 LOYD , BIC: LOYDGB Payments made in this way should also carry the conference name and your company name as reference. Please debit the sum of from my Credit Card: Amex/Visa/MasterCard. Card No Exp. Date Holder s Name Security Code* Signature Date Terms and Conditions Delegate information Registration and document distribution from 8.30am on Tuesday 24th March Event accommodation Overnight accommodation and travel costs are not included in the registration fee. For further information on discounted hotel rooms, please refer to the delegate pack which will be sent out once you have confirmed your place. Please note it may be necessary for reasons beyond the control of the organisers to alter the content or the timing of the programme. Terms and conditions The fee covers attendance at all sessions and payment must be received prior to the event. The delegate rate is charged at the discretion of the conference producers. Cancellations Cancellations must be received in writing to Verbal cancellations will not be accepted. Where cancellation is received in writing more than 30 days prior to the first day of the conference any fees due will be refunded in full less an administration charge of 100/ VAT per ticket. Where cancellations are submitted within 30 days of the first day of the conference, the registration fee remains payable in its entirety. Substitutions are acceptable at any time. Data Protection Marketforce Business Media Ltd gathers and processes data in accordance with the Data Protection Act The information contained about you on this form may be used for future updates about our products and services. Occasionally, we may make your details available to carefully selected external companies for marketing purposes. If you wish your details to be amended, removed or not passed on to external organisations, please write to the Database Administrator at the address on the registration form. Following your update or removal request, you may receive additional pieces of communication whilst the changes are effected.

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