The UK’s premier retail banking conference

28th & 29th November

etc.venues St Paul’s

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 Marketforce

Chair's opening remarks

Senior Representative, 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

              Title to be confirmed

              Senior Representative, 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 Innovation
                  Hellenic Bank

                  Megan Caywood, Starling Bank
                  Megan Caywood

                  Chief Platform Officer
                  Starling Bank

                  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

                    Title to be confirmed

                     


                      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

                        12:45

                        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

                                  Title to be confirmed

                                   


                                    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

                                        FinTech for good: making a real difference

                                        15:25
                                        • 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?

                                          Antony Elliott, The Fairbanking Foundation
                                          Antony Elliott

                                          Chief Executive and Founder
                                          The Fairbanking Foundation

                                          15:50

                                          Refreshments

                                          Session 4

                                          STREAMS: Main Stage | Focus Sessions

                                          Tech freshmen: new banking styles
                                          The Innovation Lab experience
                                          16:20

                                          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


                                            16:35

                                            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

                                              Ruth Handcock, Tandem Money Limited
                                              Ruth Handcock

                                              Chief Customer Officer
                                              Tandem

                                              Champagne keynote address

                                              17:10
                                              Hyper innovation: leading financial services into a new era

                                                Ronan Harris, Google
                                                Ronan Harris

                                                Managing Director, UK & Ireland
                                                Google

                                                17:35

                                                FinTech mobile voting results

                                                Chair's closing remarks & our 20th birthday party

                                                Senior Representative, 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

                                                        09:25

                                                        Title to be confirmed

                                                        Senior Representative, Salesforce


                                                          09:45

                                                          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

                                                            10:15

                                                            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?

                                                              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

                                                              11:00

                                                              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

                                                                    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

                                                                          The new lending landscape
                                                                          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


                                                                              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

                                                                                Aseem Munshi, HSBC Bank
                                                                                Aseem Munshi

                                                                                Head of Unsecured Lending
                                                                                HSBC

                                                                                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

                                                                                  Advisory session


                                                                                    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

                                                                                      Head of Strategy & Design – Payments
                                                                                      TSB Bank

                                                                                      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

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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 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

                                                                                        Get Directions Venue Website