The UK’s premier retail banking conference

28th & 29th November

etc.venues St Paul’s, London

About the Conference

For the innovators in the UK retail banking industry

 

Bringing together 250+ senior professionals, this is the UK’s unrivalled strategic conference for retail bankers. From open banking and FinTechs, to customer engagement and digitisation, this year’s agenda has been carefully designed to elevate your understanding of the key issues facing the industry.

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“Diverse, informative and always challenging – Marketforce bring together a great cross section of the British banking profession. Always worthwhile.”

Chief Executive Officer, Atom Bank

Why Attend?

  • Don’t miss keynotes from Lloyds Banking Group, Santander, Google and more!
  • Participate in interactive workshops and 8+ hours of networking, including our ‘20th Birthday Party’
  • Gain exclusive Open Banking insights and PSD2 updates, with speakers from HSBC, TSB and Starling Bank
  • Your choice of dedicated focus sessions on data, cyber security, PSD2, blockchain and more for those who really want to get to grips with key topics

attendees

hours of networking

speakers

Speakers

Sigga Sigurdardottir, Santander

Sigga Sigurdardottir

Managing Director, Chief Customer & Innovation Officer, UK

Santander

Jacqueline Guichelaar-Fauvel, Lloyds Banking Group

Jacqueline Guichelaar-Fauvel

CIO, Infrastructure Technology Services, Group IT

Lloyds Banking Group

Simon Hamilton, Nationwide

Simon Hamilton

Chief Technology Officer

Nationwide

Stephen White, Yorkshire Building Society

Stephen White

Executive Director and Chief Operating Officer

Yorkshire Building Society

Paul Riseborough, Metro Bank

Paul Riseborough

Chief Commercial Officer

Metro Bank

Paul Rippon, Monzo Bank

Paul Rippon

Co-founder and Deputy Chief Executive Officer

Monzo Bank

Ronan Harris, Google

Ronan Harris

Managing Director, UK & Ireland

Google

Julia Sutton, HSBC

Julia Sutton

Group Customer Data Director

HSBC

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Conference Schedule

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Day One Tuesday, 28 November 2017

Day Two Wednesday, 29 November 2017

09:00

Welcome address by Juliet Knight, Director, Marketforce

Chair's opening remarks


David Ross

Chief Technology Officer
Callcredit

Keynote address

09:10

 Striving for excellence: overcoming the challenges of transformation


Jacqueline Guichelaar-Fauvel, Lloyds Banking Group
Jacqueline Guichelaar-Fauvel

CIO, Infrastructure Technology Services, Group IT
Lloyds Banking Group

Session 1

Enhancing banking culture

09:30
Keynote address

The future of competition and regulation in retail banking

 


Chris Woolard, Financial Conduct Authority
Christopher Woolard

Board Member and Director of Strategy and Competition
Financial Conduct Authority

09:50

Title to be confirmed

Senior Representative, Vodafone


10:10

Leaders’ Forum | Ensuring transparent, ethical and fair banking

  • What exactly does transparent and ethical banking look like?
  • Encouraging transparency from the top down: how can genuine change be inspired?
  • What customers really want: how can banks assess the demand for transparency?
  • Better for customers and better for business: what are the advantages of transparency?
  • What are the key challenges to creating an ethical banking culture?
  • In what ways can banks work with regulators to create better customer offerings?
  • Balancing transparency with an innovation ethos: how far can the boundaries be pushed?

Jacqueline Guichelaar-Fauvel, Lloyds Banking Group
Jacqueline Guichelaar-Fauvel

CIO, Infrastructure Technology Services, Group IT
Lloyds Banking Group

Chris Woolard, Financial Conduct Authority
Christopher Woolard

Board Member and Director of Strategy and Competition
Financial Conduct Authority

Samantha White, Barclays Bank
Samantha White

Director of Customer Advocacy
Barclays Bank

10:40

Refreshments

Session 2

STREAMS: Main Stage | Focus Sessions

The open banking revolution
Improving customer data management
11:10

Preparing for the advent of open banking

  • Setting standards: what exactly will an open banking eco-system look like?
  • How are banks taking advantage of the opportunities of open APIs to create a culture of innovation?
  • Optimising data: how can the opening up of APIs transform the way banks use and handle data?
  • How dramatic an impact is XS2A likely to have?
  • Maintaining customer relationships: what needs to be done to avoid the aggregation of banking?

Steven Roberts, Barclays Bank
Steven Roberts

Managing Director, Strategic Transformation
Barclays Bank

11:30

Learning from Apple and Amazon: the future of customer acquisition in banking

  • The impact of Amazon: transforming customer expectations
  • Innovating the UX in a changing industry landscape
  • Convenience nirvana: delivering on customer expectations
  • Connecting the customer: sketching out the future of banking

Derek Corcoran photo
Derek Corcoran

Chief Experience Officer
Avoka

11:50

Panel discussion | Open APIs: the cornerstone of the banking revolution?

  • In what ways are open banking initiatives already revolutionising the sector?
  • Putting customers at the heart of the open banking strategy: how is this being achieved?
  • How will customers react to the opportunities created by open APIs?
  • What opportunities do open APIs present for banks?
  • Accessing multiple accounts and different banking suppliers through a single integrated model: will this become the new normal for customers?
  • What are the security risks that come with open banking initiatives and how can they be avoided?
  • Agreeing a set of standards: where is the industry now?

Steven Roberts, Barclays Bank
Steven Roberts

Managing Director, Strategic Transformation
Barclays Bank

Hetal Popat, HSBC
Hetal Popat

Programme Director and Head, CMA Open Banking
HSBC

Natasha Kyprianides, Hellenic Bank
Natasha Kyprianides

Group Head of Digital Banking & Innovation
Hellenic Bank

Megan Caywood, Starling Bank
Megan Caywood

Chief Platform Officer
Starling Bank

Derek Corcoran photo
Derek Corcoran

Chief Experience Officer
Avoka

12.20

A complete mobile banking experience

Banks have approached the creation of mobile apps in one of two ways: creating a custom mobile app which is more or less isolated from other customer touchpoints in order to get feature parity with their competitors. In this presentation, Jouk Pleiter will show how the banking industry can learn from more forward-looking institutions who have implemented mobile apps with an omnichannel perspective, using a holistic digital banking platform


Jouk Pleiter photo
Jouk Pleiter

Chief Executive Officer and Founder
Backbase

11:10

New dynamics: the GDPR and customer data

  • What key changes in the handling of personal data will the GDPR introduce?
  • How can the industry ensure that it remains compliant without compromising excellent customer experiences?
  • To what extent will the ability to deliver personalised products and services be hindered by regulation?

Cameron Craig, HSBC Bank
Cameron Craig

Group Head of Data Privacy
HSBC

11:30

Managing customer data in the digital age effectively and efficiently

  • How can large financial institutions respond to fast moving FinTech companies?
  • In what ways can existing data be effectively harnessed to further business goals?
  • The interplay of technology: how can it be embedded in future strategies?

 


Guy Mettrick, Appian
Guy Mettrick

Practice Leader, Financial Services
Appian

11:50

Getting more out of customer data

  • How can customers be encouraged to share more data with their banks?
  • In what ways can data drive a more effective engagement strategy?
  • To what extent can banks leverage the power of social media to offer better customer offerings?
  • What are the advantages of sharing customer data with trusted third parties?

Alex Marsh picture
Alex Marsh

Managing Director
Close Brothers Retail Finance

12.10

Questions


12.20

Digital Banking as an AI-driven Personal Financial Assistant

  • From reactive to proactive: leveraging AI to assist your customers
  • Benefits of proclivity: how to increase customer engagement in digital banking by up to four times
  • Compliant data usage, internal and external: getting customers more engaged

Nikita Blinov

Chief Executive Officer
SBDA group

Ashley Daffin

Commercial Partner
SBDA group

12:45

Lunch hosted by Salesforce

Session 3

STREAMS: Main Stage | Focus Sessions

Riding the wave of digital disruption
Blockchain blue sky thinking
14:00

The next phase of the digital revolution

  • Top-to-tail digitisation: to what extent is this a viable option for the industry?
  • Robotics, AI, IoT and more: understanding the potentials of emerging technologies
  • Implementing new tech: how could the industry be transformed?
  • From outdated to up-to-date: overcoming the remaining hurdles in legacy systems
  • More bank for your buck: empowering staff with the right digital know-how

Simon Hamilton, Nationwide
Simon Hamilton

Chief Technology Officer
Nationwide

14:20

Advisory session

Senior Representative, O2


14:40

Artificial intelligence: from hype to reality

  • From the present to the future: exploring the evolution of artificial intelligence
  • Cognitive computing, machine learning and deep learning: understanding the differences
  • Big Data to AI: how can we combine the best of both worlds?
  • Identifying best practice to date: where can banks look to for inspiration?

Harrie Vollaard, Rabobank
Harrie Vollaard

Head of FinTech & Innovation
Rabobank

15:00

4IR workshops

To encourage debate around the advancements in technology that make up The Fourth Industrial Revolution, delegates will be able to choose between one of three workshops relating to the ongoing digitisation of retail banking. At the end of the workshop, delegates will be able to come back together for 15 minutes so that the most interesting conclusions from each workshop can be shared with the whole room.

4IR workshop 1: Let’s get personal – next level hyper-personalisation
Moderator:
Laura Joseph, Director of Digital Products and Propositions, Barclays Bank

4IR workshop 2: AI and the age of machines
Moderator:
Harrie Vollaard, Head of FinTech & Innovation, Rabobank

4IR workshop 3: A masterclass in data and cloud computing
Moderator:
Speaker to be confirmed


Harrie Vollaard, Rabobank
Harrie Vollaard

Head of FinTech & Innovation
Rabobank

Laura Joseph, Barclays Bank
Laura Joseph

Director of Digital Products and Propositions
Barclays Bank

14:00

On anonymity in current blockchain systems

The hype around blockchain doesn’t seem to be dying down anytime soon but practical case studies are few and far between. To kick start the discussion in this focus session, Dr Nicolas Courtois will provide delegates with an overview on the advantages of adopting blockchain and will explore the steps the industry is making in implementing this technology.


Dr Nicolas Courtois, University College London
Dr Nicolas Courtois

Senior Lecturer, Department of Computer Science
University College London

14:20

Unblocking the potential of blockchain in banking

  • Where is the value potential of DLT deployment in banking?
  • Cost transformation vs. new business models
  • A look at case studies: SME trade finance, digital identity

 


Keith Bear IBM Picture
Keith Bear

VP, Global Financial Markets
IBM

14:40

Case study: BABB
Bank account based blockchain

Using blockchain technology, BABB aims to break the centralised model of banking into a decentralised one driven by individuals. Guido Branca will discuss how blockchain is enabling BABB to truly disrupt the banking industry and how it is helping customers regain control of their finances and transactions


Guido Branca, BABB
Guido Branca

Chief Executive Officer
BABB

15:00

Panel discussion and interactive brainstorm | The future of blockchain

  • Best practice: what are the best use cases in blockchain to date?
  • Understanding the new eco-system: what do banks need to do to adapt to a blockchain-driven environment?
  • Public vs. private ledgers: comparing the use cases
  • Banks x FinTechs: collaboration or competition?
  • Finding the right blockchain partner: what are the essential criteria?
  • How will regulation in blockchain evolve?
  • Pre-empting security failures: identifying and overcoming the weak spots

Jutta Steiner, Ethcore
Jutta Steiner

Founder and Chief
Ethcore

Anthony Macey, Barclays
Anthony Macey

Head of Blockchain R&D
Barclays Bank

Damian Richardson, Royal Bank of Scotland
Damian Richardson

Head of Innovation and Strategic Initiatives, Payments, Services
Royal Bank of Scotland

Keith Bear IBM Picture
Keith Bear

VP, Global Financial Markets
IBM

FinTech for good: making a real difference

15:45
  • In what ways can the industry help customers make good financial decisions automatically?
  • Giving a personal service: what exactly does this mean?
  • Identifying and helping vulnerable groups of customers
  • Developing consistent applications: what more to banks need to do?

Aidene Walsh CEO of The Fairbanking Foundation
Aidene Walsh

Chief Executive
The Fairbanking Foundation

15:50

Refreshments

Session 4

STREAMS: Main Stage | Focus Sessions

Tech freshmen: new banking styles
The Innovation Lab experience
16:40

Just pitch it! FinTech showcase

Delegates will now get the chance to hear from the most exciting FinTechs working in banking today. A series of hand-picked FinTechs will each have five minutes to pitch to the audience. Throughout the pitches, delegates will be asked to vote and rate each start-up on their mobile devices, with results to be revealed at the end of the day.
Presenting >> Bud
Presenting >> Enterprise Bot
Presenting >> Finimize
Presenting >> Cashaa


16:40

In this session, you can find out first-hand what it is really like to work in an innovation lab.

Be inspired by Ricky Knox and Ruth Handcock as they take you through the ins and outs of how banking is being revolutionised each and every day.


Ricky Knox, Tandem Money Limited
Ricky Knox

Founder
Tandem

Harald Schneider

Chief Analytics Officer
Tandem

Champagne keynote address

17:30
Hyper innovation: leading financial services into a new era

Ronan Harris, Google
Ronan Harris

Managing Director, UK & Ireland
Google

17:55

FinTech mobile voting results

Chair's closing remarks & our 20th birthday party

18.00

David Ross

Chief Technology Officer
Callcredit

Pre-conference breakfast roundtables

Roundtable 1
Roundtable 2
08:10

Beating the fraudsters – knowing your enemy

 


08:10

Preparing for Brexit – navigating a new world

 


09:00

Chair’s opening remarks

Session 5

Treating customers as VIPs

09:05
Keynote address | Delivering the ultimate banking experience: turning customers into cheerleaders

Sigga Sigurdardottir, Santander
Sigga Sigurdardottir

Managing Director, Chief Customer & Innovation Officer, UK
Santander

09:20

Title to be confirmed

 


Rohit Mahna picture
Rohit Mahna

SVP & General Manager, Financial Services
Salesforce

09:40

The ‘WOW’ factor: generating a cult following with your customers


Paul Rippon, Monzo Bank
Paul Rippon

Co-founder and Deputy Chief Executive Officer
Monzo Bank

09:55

Leaders’ Forum | Creating a customer-obsessed business

  • What exactly does an engaged customer look like?
  • Engendering long term loyalty: creating a brand customers really believe in
  • To what extent can true engagement be achieved on digital-only channels?
  • More than a current account: exploring the future role of the bank in customers’ lives
  • When personalisation goes too far: how can banks avoid becoming ‘Big Brother’?
  • Responding to millennials: how can strategy be adapted to suit new needs and priorities?

Senior Representative, Salesforce


Sigga Sigurdardottir, Santander
Sigga Sigurdardottir

Managing Director, Chief Customer & Innovation Officer, UK
Santander

Paul Rippon, Monzo Bank
Paul Rippon

Co-founder and Deputy Chief Executive Officer
Monzo Bank

Paul Riseborough, Metro Bank
Paul Riseborough

Chief Commercial Officer
Metro Bank

Julia Sutton, HSBC
Julia Sutton

Group Customer Data Director
HSBC

David Jones, Sainsbury's Bank
David Jones

Chief Customer Officer
Sainsbury’s Bank

Rohit Mahna picture
Rohit Mahna

SVP & General Manager, Financial Services
Salesforce

10:55

Refreshments and speed networking break

Session 6

STREAMS: Main Stage | Focus Sessions

Delivering the ultimate user experiences
An in-depth look into cybersecurity
11:40

Customers matter: delivering products and services driven by customer need

  • What are customers looking for from their banking provider?
  • Shifting from supply to demand-led models: overcoming the challenges
  • In what ways can increased competition be harnessed to deliver better outcomes for customers?

Jatin Patel, TSB-Bank
Jatin Patel

Products Director
TSB Bank

12:00

The ultimate customer experience: modernising customer communications

What is the key to driving new product growth and increased customer satisfaction? Great customer communications are at the heart of every successful CX strategy but often run the risk of being left behind as an afterthought. Simon Tindal will talk about customer communications in the age of digitalisation and how an environment where the complexity and scale of communications can directly impact the customer experience in retail banking sharing best practice and insights from a recent Forrester research study.


Simon Tindal, Smart Communications
Simon Tindal

Chief Technology Officer
Smart Communications

12:20

From good to great: designing the mobile app of tomorrow

  • What do customers want from their banking app?
  • Uncovering new revenue streams: what value-added services can be offered to customers within an app?
  • To what extent will mobile become the most important channel for communicating with customers in the future?
  • How can emotional connections be nurtured on mobile?

Robert Kerner, Royal Bank of Scotland
Rob Kerner

Head of Innovation Strategy, Business Banking
Royal Bank of Scotland

12.40

Smarter Experiences: putting the customer and intelligence at the heart of the service


Chris Popple, Lloyds Banking Group
Chris Popple

Director of Customer Experience
Lloyds Banking Group

11.40

Reinforcing the arsenal: ramping up the fight against cyber attackers

  • What new technologies can be introduced to improve defences?
  • The growing threat of Distributed Denial-of-Service (DDoS) attacks: how is the industry responding?
  • Overcoming the security limitations of legacy systems
  • Attracting, training and retaining the right talent: nurturing the next line of defence

Oliver Newbury, Barclays Bank
Oliver Newbury

Managing Director, Head of Group Cyber Security Assurance and Innovation Centre
Barclays Bank

12.00

Advisory Session


12.35

Peer-to-peer discussion
Building stronger cyber defences

  • What impact will the GDPR have on cyber security strategies?
  • What initiatives are being undertaken by the industry to educate customers in cyber safety?
  • How can transparency be maintained in a security-conscious environment?
  • Mobiles, tablets and smart TVs: how can we encourage greater collaboration with manufacturers to protect customers?
  • Increasing cyber awareness: training staff at all levels to prevent and detect cyber breaches
  • What are the consequences of data breaches for customer trust and how can banks go about repairing the damage?

13:15

Lunch hosted by O2

Session 7

STREAMS: Main Stage | Focus Sessions

Main Stage: The new lending landscape
Focus Session 4: PSD2 and beyond
14:30

The changing face of mortgages

  • Understanding the evolving housing market: assessing the impact of policy and regulation
  • Financing the next generation of home-owners: how can banks help millennials get on the property ladder?
  • Creating new, flexible mortgage products: understanding and overcoming the challenges

Maria Harris, Atom Bank
Maria Harris

Director of Mortgages
Atom Bank

14:50

Advisory session


Robert Kotlarz

Business Development Director
Signicat

15:10

Exploring the future of personal loans

  • Addressing the pain points in the loan journey: streamlining the onboarding process
  • What are the biggest challenges in delivering real-time credit decisions and how can these be overcome?
  • How has the influx of new entrants transformed the way the industry approaches lending?
  • Moving towards moral lending: encouraging customers to be more financially healthy

14:30

Six weeks to go until PSD2 transposition date: an update from the European Banking Authority


Dirk Haubrich, European Banking Authority
Dirk Haubrich

Head of Consumer Protection, Financial Innovation and Payments
European Banking Authority

14:50

PSD2: The Good, the Bad and the Ugly

The PSD2 promises to revolutionise the banking industry by increasing competition and innovation. Despite the obvious consumer benefits that will emerge, there are fundamental challenges that need to be addressed by both the industry and PSD2 solution providers. In this talk, we will examine some of these areas that require careful attention and outline potential strategies to overcome them


Principal Security Consultant at CA Technologies
Sean O’Connell

Principal Security Consultant
CA Technologies

15:10

Exploring the next chapter in payments

  • What impact is the incoming PSD2 regulation already having on the payments industry?
  • How will customers benefit from this regulation? Are the advantages being fully communicated?
  • Opening up payments to new entrants: ensuring successful collaborations with third party players

Nick Middleton, TSB Bank
Nick Middleton

Payments Director
Virgin Money

Session 8

Closing keynote address

15:35
Keynote address | Meeting customer needs: exploring the YBS customer and broker journey

Stephen White, Yorkshire Building Society
Stephen White

Executive Director and Chief Operating Officer
Yorkshire Building Society

16:00

Chair’s closing remarks and end of conference

Sponsors

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Advisory Board

These are the partners who have helped us to make Future of Retail Banking conference more relevant and insightful than ever before. Our relationship with the Board helps us to keep our finger on the pulse and carefully craft the most exciting content for you.

Hetal Popat, HSBC

Hetal Popat

Programme Director and Head, CMA Open Banking

HSBC

Jane Howard, Royal Bank of Scotland

Jane Howard

Managing Director, Personal Banking

Royal Bank of Scotland

Laura Joseph, Barclays Bank

Laura Joseph

Director of Digital Products and Propositions

Barclays Bank

Natasha Kyprianides, Hellenic Bank

Natasha Kyprianides

Group Head of Digital Banking & Innovation

Hellenic Bank

Paul Rippon, Monzo Bank

Paul Rippon

Co-founder and Deputy Chief Executive Officer

Monzo Bank

Rajesh Ahuja, Virgin Money

Rajesh Ahuja

Managing Director, Head of Retail Deposits

Virgin Money

Sigga Sigurdardottir, Santander

Sigga Sigurdardottir

Managing Director, Chief Customer & Innovation Officer, UK

Santander

Sophie Guibaud, Fidor Bank

Sophie Guibaud

Vice President European Expansion & UK Managing Director

Fidor Bank

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Venue Details

QE11 Centre London

Broad Sanctuary Westminster

etc.venues St Paul's

200 Aldersgate, St. Pauls, London EC1A 4HD

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