PROGRAM. What the Consumer Wants Perfecting the customer experience

Transcription

1 PROGRAM What the Consumer Wants Perfecting the customer experience Thursday 22 nd August 2013 Rooms I, II and III The Establishment Level 3, 252 George Street, Sydney #ACFF2013 Event Partner Supporting Organisations

2 PROGRAM 08:30-09:00 Registration 08:30-09:00 Arrival coffee SESSION ONE: AN INTERNATIONAL AND AUSTRALIAN OVERVIEW Chaired by Alan Shields, Managing Director - Australia and New Zealand, RFi 09:00-09:05 Welcome and Overview Chloé James, Content Director, RFi 09:05-09:35 Non-traditional Organisations and the Credit Industry Global trends and developments in lending and payments - understanding and coping with change (Q4) Challenging the status quo - how the start-ups of yesteryear are making serious headway Retail banking - 10 best practices towards delivering best in class Defining and delivering meaningful innovation - the Mashreq experience Business turn around the guiding principles - execution trumps strategy Farhad Dhun Irani, Former CEO of PayPal Asia - instrumental in the transformation of PayPal Asia Current Executive Vice President & Head of Retail Banking Group, Mashreq Bank, UAE 09:35-10:05 International Perspectives International best practice examples International trends and customer behaviour The revolving line of credit Combination of products Usage and attitudes TS Anil, Global Head, Cards, Personal Loans & Deposits, Standard Chartered Bank 10:05-10:20 The Australian Consumer Demographics in focus What s driving demand A technology update Alan Shields, Managing Director - Australia & New Zealand, RFi 10:20-10:45 Morning tea SESSION TWO: CREDIT RISK Hosted by Experian 10:45-11:00 Keynote Presentation: Comprehensive Credit Reporting - Are you ready? Where are we now? Current issues, trends, risks and benefits Kim Jenkins, Managing Director, Experian Australia/New Zealand ABOUT RFi AND OUR EVENTS RFi specialises in business intelligence and focuses exclusively on financial services. We are a leading provider of strategic research, market intelligence, performance benchmarking and advisory services with a core focus on providing exceptional client service. Headquartered in Sydney, Australia and with offices in London and Singapore, RFi consistently provides clients with tailored advice and independent intelligence relevant to their specific markets. RFi 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 produces several key events throughout the year. Our aim is to produce quality interactive forums with insightful and relevant debate. We utilise our market insight to produce high-quality industry gatherings that provide attendees with both topical and thought provoking sessions. Our events are aimed at senior level industry leaders.

3 11:00-11:45 Panel Session: Understanding Compliance in a Comprehensive Reporting environment Compliance In Focus: A closer look at the ethical/legal landscape, specifically, Comprehensive Credit Reporting under the upcoming Privacy Law Reforms Chaired by: Tony Hadley, Senior Vice President of Government Affairs and Public Policy, Experian USA Panellists: Sharon Booth, Head of Compliance, Experian Australia Andrea Beatty, Partner, K&L Gates Helen Gordon, Regional Director and Corporate Lawyer, Australian Finance Conference (AFC) Este Darin-Cooper, Acting Director of Regulation and Strategy, Office of the Australian Information Commissioner (OAIC) John Galetta, Legal Counsel, American Express 11:45-12:30 Panel Session: Going from Complex to confident in a Comprehensive Reporting environment Global learnings/examples Impact (Business Operations, Data, Analytics, Portfolio management) Strategies (Multi-Bureau Strategies / benefits of a competitive market place, Targeting / Prospecting, Originations, Portfolio management, collections, etc.) Chaired by: Tony Hadley, Senior Vice President of Government Affairs and Public Policy, Experian USA Panellists: Matt Duncan, NAB Bart Hellemans, Chief Risk Officer, ING Direct Andrew Kamm, Bendigo Adelaide 12:30-13:30 Lunch SESSION THREE: CONCURRENT WORKSHOP SESSION CREDIT CARDS CREDIT CARDS Chaired by Lance Blockley, Managing Director, RFi Consulting 13:30-14:00 The Customer Experience Across channels Design as a process - business perspectives and design principles Re-framing the future Consistency Device and usage Ian Muir, Head of Customer Experience, Digital, AFS, Westpac AUSTRALIAN CARDS COUNCIL (ACC) The Australian Cards Council is an annual membership based syndicated research program that provides insights in to the credit card market in Australia. The program examines the credit cards market in granular detail across market share of front of wallet (FOW) and secondary card, low rate, standard and rewards cards; contactless cards; limits, balances, average spend and balance utilization as well as key consumer metrics credit card 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 14:00-15:00 Panel Session: The Customer Experience Your customer - trends, attitudes and behaviours Points and Rewards - The Velocity program Store traded cards (Myer, Harvey Norman Go Card) The digital experience - device, usage and the importance of consistency across channels Risks, threats and opportunities Chaired by: Lance Blockley, Managing Director, RFi Consulting Panellists: Ian Muir, Head of Customer Experience, Digital, AFS, Westpac Neil Thompson, CEO, Velocity, Virgin Australia Ltd Lorna Sneddon, Consumer Product Director, GE Capital, Australia and New Zealand Rich Wormald, General Manager Strategy and Financial Services, Coles 15:00-15:30 Afternoon tea

4 15:30-16:00 A fireside chat on the future of payments Future of Cards and payments - Asia and the Middle East, have we seen the end of plastic? Innovations in the payments space - don t leave home without your mobile phone! Driving towards a more profitable Cards business - leveraging the risk return trade-off - bundling and cross sale Growth in three forms - build, partner, acquire With; Farhad Dhun Irani, Executive Vice President & Head of Retail Banking Group, Mashreq Bank, UAE and; Lance Blockley, Managing Director, RFi Consulting 16:00-16:30 Innovation & Payments Real time payments Mobile payments Disruptive innovation Chris Hamilton, Chief Executive Officer, Australian Payments Clearing Association Limited (APCA) 16:30-17:30 Panel Session: A panel of experts discussing Innovation & Payments Innovation and technology New products - a discussion on Kaching and the POS tablet Mobile banking - trends, attitudes and behaviours Digital experience - device, it s usage and the importance of consistency Risks, threats and opportunities for those working in the credit card space Using data - analytics and customer personalisation - who, what, how Chaired by: Lance Blockley, Managing Director, RFi Consulting Panellists: Keith Ahern, CEO, Oomph Bruce Mansfield, Managing Director, eftpos Payments Australia Limited Chris Hamilton, CEO, APCA 17:30-18:30 Networking drinks Hosted by RFi 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

5 SESSION THREE: CONCURRENT WORKSHOP SESSION - PERSONAL LOANS PERSONAL LOANS Chaired by Alan Shields, Managing Director - Australia and New Zealand, RFi 13:30-14:15 Channel Optimisation - Global Thought Leadership The Branch Digital online vs mobile TS Anil, Global Head, Cards, Personal Loans & Deposits, Standard Chartered Bank 14:15-15:00 A discussion about the Customer Experience Across channels Consistency Device, method and usage With; Geoff Rush, Retail Financial Services Partner, KPMG and; Alan Shields, Managing Director - Australia and New Zealand, RFi 15:00-15:30 Afternoon tea 15:30-16:15 Cross Sell International case studies (Santander & BBVA) Internal mechanisms and motivations Performance of loans on book Growth and opportunities Innovation Beatriz Sanz saiz, Partner, FS Advisory, Ernst & Young 16:15-17:15 Panel Session: The Future of Personal Loans Using data - analytics - customer personalisation - who, what, how The future of customer behaviour - application behaviours and trends Competitors (now & then) Disruptive innovation Overdraft and micro finance - the future Privacy Chaired by: Alan Shields, Managing Director - Australia and New Zealand, RFi Panellists: TS Anil, Global Head, Cards, Personal Loans & Deposits, Standard Chartered Bank Geoff Rush, Retail Financial Services Partner, KPMG Beatriz Sanz saiz, Partner, FS Advisory, Ernst & Young 17:15-17:20 Closing remarks Alan Shields, Managing Director - Australia and New Zealand, RFi 17:20-18:30 Networking drinks Hosted by RFi