PROGRAM: ADAPTING THE CUSTOMER ENGAGEMENT MODEL

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1 PROGRAM: ADAPTING THE CUSTOMER ENGAGEMENT MODEL Tuesday 16 th August 2016 CBD, Sydney #ACFF2016 Event Partners Media Partner Supporting Organisations For more information please contact James Harradine This agenda is subject to change

2 PROGRAM Cards, payments and personal loans are all ripe for transformation in response to ongoing regulatory changes. Through increased capital, stricter loan requirements and modifications to interchange & surcharging, the traditional customer engagement model needs to be overturned. Fintechs also continue to apply pressure to the industry, as the more established continue to innovate and new entrants are on the rise. This event, in partnership with the Australian Consumer Lending and Cards Councils looks to the future of unsecured lending: What till the new customer engagement model look like? How will the product sets change? Where will borrowers look to next? And what role will technology play? A range of experts, P2P providers and industry leaders shall discuss - The current and future borrowing and lending environment - Understanding the balance of revenue and rewards - The threat of alternative forms of credit and commerce - Smarter data and analytics - P2P disruption and new business models 08:30-09:00 Registration - & Arrival tea and Coffee SESSION ONE: THE STATE OF THE MARKET Chaired by Alex Boorman, Research Director, Australia and New Zealand, RFi Group 09:00 Welcome and overview 09:00-09:30 Economist Keynote: Through the telescope of Australia s personal lending and borrowing environment Where will borrowers be looking next? Case study of another market when housing market decreases? Stephen Koukoulas, Economist 09: Banking keynote: The year ahead for unsecured lending How is the market evolving? How do digital disruptors fit in? What are the changing consumer behaviours? Is this impacting the balance between cards and PLs? Best practice in customer engagement moving forward Angus Gilfillan, Executive General Manager - Consumer Lending, NAB 00:00-10:30 FSI implications, the implementation period 10:30-10:45 Morning tea SESSION TWO: THE POWER OF DATA AND DESIGN Chaired by Alex Boorman, Research Director, Australia and New Zealand, RFi Group Connectivity and Flexibility: The new customer engagement model Utilising new and alternative forms of consumer analysis for better pricing Being flexible with types of income Making strategic partnerships Jason Yetton, CEO, Society One ABOUT RFi GROUP AND AB+F EVENTS AND MEDIA OUR EVENTS RFi Group is a global intelligence and digital media provider focusing exclusively on financial services. We specialise in data and information gathering, customer based insight generation and business decision support for the world s leading financial services providers. RFi Group s offering covers retail, SME, corporate, investment and private banking. Our aim is to combine our global intelligence and local knowledge to provide insightful, valuable and actionable research within the banking sector both locally and internationally. RFi Group and AB+F produce over 100 key events throughout the calendar year, across Australia, Asia, Canada, the UAE and the UK. All of our events are designed in consultation with our clients with an aim to produce high-quality interactive forums with insightful debate and industry thought leadership. RFi Group & AB+F also offer bespoke event services for financial services organisation, managing the process from event strategy development through to event delivery The human centred design David Blakers, Managing Director, MaritzCX

3 Are consumers more willing to hand over information for better pricing/products? Alan Shields, Managing Director Advisory, RFi Group Networking Lunch SESSION THREE: CARDS The best of the best in loyalty programs Julie Nestor, Vice President Marketing & Partnerships, AMEX PANEL: The balance of revenue and rewards RFi research states that rewards programs have overtaken the MFI relationship as the key driver for potential acquisitions What happens to rewards when revenue is limited? Impact on companion cards What is the future product set going to look like? What is an alternative attraction for customers on cards? Moderator: Lance Blockley, Managing Director Consulting, RFi Group With: Alan Machet, Head of Cards, Citi David Singh, General Manager Credit Cards, CBA Afternoon Tea PANEL: Customer acceptance of alternative credit Are instalment finance offerings from retailors threatening credit cards? Customer uptake of instalment payments at purchase is this the future? How can credit cards adapt? With: Barnaby Jenkins, Head of Transactional Banking Products, HSBC Alan Machet, Head of Cards, Citi Mobile Wallets: when will they take off? Closing Remarks SESSION FOUR: PERSONAL LOANS Data analytics and risk based pricing case studies - margins and regulation PANEL: Risk Based Pricing good for the customer or good for the lender? Examination of Australia in contrast to other markets Pricing optimisation vs risk-based pricing How will consumer expectations change at on boarding, and though out the PL lifetime? What exact approach does risk-based pricing take? In a price-sensitive world, are personal loans threatened by low rate credit cards? With: Rohan Harrap, General Manager Lending, Latitude Financial Speaker TBC, Dun & Bradstreet Afternoon Tea P2P Lending: A comparative report from the New Zealand market Neil Roberts, Joint CEO & Founder, Harmoney

4 PANEL: Disruptor s predictions for the changing customer engagement model New distribution models who will win? Pressure on price How will customer expectations evolve? With: Neil Roberts, Joint CEO & Founder, Harmoney Closing Remarks MEDIA & PUBLICATIONS RFi Group produces the Global Retail Banker ( which is specifically designed to bring readers global news, updates and insights, interviews with industry thought leaders, market spotlights, executive views and key opinion pieces from around the globe. Another part of RFi Group Media is RFiTV, a television broadcast medium speaking with local and global thought leaders about current issues across banking and financial services. AB+F produces a monthly magazine as well as the AB+F daily online newsletter. Both publications are devoted to the entire banking and finance sector, with dedicated sections on banking (including retail, business, institutional and corporate), capital markets, insurance, New Zealand markets, Asian markets, professional development and banking and finance technology. AB+F magazine has been published for over 20 years and is committed to drive the agenda and bring our readers and stakeholders the most in-depth and specialised coverage of the banking and finance sector.

5 AUSTRALIAN CONSUMER LENDING COUNCIL (ACLC) The Australian Consumer Lending Council is an annual membership based syndicated research program that provides insights in to the Personal Lending market in Australia. The program surveys both current and prospective borrowers and their attitudes to and interaction with personal lending products and the lenders that provide them current prospective personal loan holders are surveyed each March, June, September and December. Through the research we create actionable insights which have been proven to add value to the evaluation and decision making process. Established years of trended data