Home
Branch Banking
31 March - 1 April 2004
Branch Banking
This event will be aiming for a greater insight into the role of the branch as part of an overall banking strategy. It will emphasis and monitor the latest developments in the search for customer retention and satisfaction, a key focus will be to discuss the best way to reposition the role of the branch within the customer relationship value chain and customer relationship management. The learning objectives of the conferences will be oriented towards the developing areas of branch banking fundamentals, customer service, multi-channel delivery and branch renewal. There will also be a strong emphasis of the European and international financial markets.

Benefits of Attending:
  • Understand the full impact of the latest technologies to the future of branch banking
  • Keep abreast of changes within the branch banking infrastructure
  • Explore management issues facing the branch renewal challenge
  • Understand the implementation of multi-channel delivery and the potential pitfalls
  • Gain a greater insight into the role of the branch within an overall banking strategy
  • Monitor the latest developments in the search for customer retention and satisfaction


  • A unique opportunity to learn from leading industry experts including:
  • John Berry, Transformation Director, Abbey
  • Mary Cannon, Customer Contact Manager, AIB Bank
  • Graham Halliday, Banking and Financial Services Director, Post Office
  • Paul Barber, Concept Development Manager, Nationwide Building Society
  • Bert Derksen, Head of Marketing, ING Direct
  • David Bacall, Head of Internet Marketing, Citigroup
  • David Cavell, Former Member of the General Management Team, UK Co-operative Bank & Advisor to the Financial Services Industry
  • Guy Houghton, Managing Director, Banking & Cash Solutions, De La Rue Cash Systems
  • Patrick Frazer, Editor, Financial Services Distribution, Lafferty
  • John Cameron, Senior Consultant, EMEA NCR Financial Services Group
  • Tom Roche, Strategy & Business Development Director, Fujitsu
  • Tony Ferguson, Practice Director, Customer Contact Solutions, Unisys


  • Day Two's Interactitive Executive Briefing Speaker:
    David Cavell - Formerly a member of the General Management Team at the highly successful UK Co-operative Bank, David Cavell has been a Freelance Adviser since 1996. Since that time, he has either led or supported a broad range of delivery strategy and implementation projects – in the UK and overseas - encompassing:
  • Network development and redevelopment methodologies and projects
  • New branch concept development and advanced self service applications
  • Direct banking operations for consumers and SMEs
  • Credit card programme development and launch, and remedial projects.
  • Author of a major 1998 collection of case studies on the role of the branch in the 21st Century, in 2001 he produced a second edition of this well received publication. This was followed by a study of the major factors that drive branch profitability - and a recent report (as co-author) dealing with all aspects of branch network development. In 2002 and 2003, David wrote special reports for ‘Financial World’ covering the role of the branch. During the same period, he researched and wrote a first major review of self-service banking.

    Conference agenda

    clock

    9:00

    Registration & Coffee

    clock

    9:30

    Chairman's Opening Remarks

    Patrick Frazer

    Patrick Frazer, Editor, Financial Services Distribution, Lafferty

    clock

    9:40

    A CUSTOMER FOCUSED APPROACH

    Guy Houghton

    Guy Houghton, Managing Director, Banking & Cash Solutions, De La Rue Cash Systems

  • Why should customers want to come to a branch?
  • Learning from experiences of banks across the globe – case studies
  • Customer migration without losing customer contact
  • Technology as an enabler
  • Mapping out a plan to engage the customer
  • clock

    10:20

    THE ING DIRECT CAFÉ

    Bert Derksen

    Bert Derksen, Head of Marketing, ING Direct

  • Overview of the implemented retail strategy
  • The role of the branch in the Direct Concept
  • Design of the Café
  • Results of the Café
  • clock

    11:00

    Morning Coffee

    clock

    11:20

    BANK TRANSFORMATION

    John Berry

    John Berry, Consultant, John Berry Associates

  • Why transform?
  • The competitive landscape
  • Differentiating the offering
  • Making it happen
  • clock

    12:00

    CONTINUOUS IMPACT OF TECHNOLOGY ON THE BRANCH

    John Cameron

    John Cameron, Senior Consultant, EMEA NCR Financial Services Group

  • Retail bank objectives are often similar but branches in the network are all different
  • Customer behaviour in the branch (arrivals, volumes and movement)
  • What do customers really do at the cashier positions?
  • Introducing new channels to optimise the branch
  • Quantifying the effects of new branch channels in terms of customer service and cost
  • Final thoughts on using the branch to drive adoption of lower cost channels
  • clock

    12:40

    Networking Lunch

    clock

    13:40

    CONNECTING YOUR BRANCHES

    Roger Jones

    Roger Jones, Business Development Director, Enterprise Communications Group, Avaya

  • Cost reduction: Not the only benefit of IP
  • Productivity increase: Enterprise wide access to communications applications
  • The future environment
  • Case studies & deployment in practice
  • clock

    14:40

    BRANCH OPTIMIZATION: IMPROVING CUSTOMER SERVICE, DECREASING COSTS

    Alexandra Rilinger

    Alexandra Rilinger, Business Development Manager, Banking Division, Wincor Nixdorf International GmbH

  • Analysis and simulation of branch transactions
  • Evaluation of self-service solutions
  • Complete integration of self-service devices into front-office operations
  • How to maintain and exploit customer contacts in the branch?
  • Individual management and control of the cash cycle
  • Branch design: intelligent synthesis of function and form
  • clock

    15:00

    REVOLUTIONISING CUSTOMER SELF-SERVICE IN THE BANK OF THE FUTURE

    Andrew Green

    Andrew Green, General Manager Multimedia Kiosks, British Telecom

  • The bank of the future
  • New ways to build customer relationships
  • The traditional ATM self-service model
  • A ‘win-win’ partnership approach to self-service
  • Delivering added value services with BT
  • Case studies
  • clock

    15:40

    Afternoon Tea

    clock

    16:00

    MULTI-CHANNEL DELIVERY IN THE BRANCH

    Paul Barber

    Paul Barber, Concept Development Manager, Nationwide Building Society

  • Self & remote services in a multi-channel business as part of an integrated approach to service delivery
  • Develop the necessary components integrating with other channels
  • Cash & cheque services through ATMs
  • Account administration through the Internet
  • Video conferencing
  • Telephone
  • Focus heavily on usability of components on the whole
  • Applying these components to produce a new concept branch
  • clock

    16:40

    BRANCH SHARING SCHEMES WITH THE POST OFFICE

    Graham Halliday

    Graham Halliday, Banking and Financial Services Director, Post Office

  • Reaching out to customers
  • Relieving the pressures on bank counters
  • Sell don’t serve
  • Widening the product portfolio
  • clock

    17:20

    Chairman’s Closing Remarks and Close of Day One

    clock

    9:00

    Re-registration & Coffee

    clock

    9:30

    Chairman's Opening Remarks

    David Cavell

    David Cavell, Former Member of the General Management Team, UK Co-operative Bank & Advisor to the Financial Services Industry

    clock

    9:40

    MAXIMISING VALUE THROUGH EFFECTIVE CUSTOMER RELATIONSHIP MANAGEMENT

    Mary Cannon

    Mary Cannon, Customer Contact Manager, AIB Bank

  • CRM delivering a higher order of value
  • Components to customer information management
  • Customer management framework
  • Multi-channel customer management
  • Retaining customers through improved customer treatment strategies
  • clock

    10:20

    NON BRANCH STRATEGIES VS BRANCH STRATEGIES

    David Bacall

    David Bacall, Head of Internet Marketing, Citigroup

  • Increase in competition through technological change
  • Exploitation of new products and services by other sectors
  • Low cost and flexible distribution channels
  • Defending bases and devising new strategies
  • clock

    11:00

    Morning Coffee

    clock

    11:20

    BEST PRACTICE IN BRANCH SALES EFFECTIVENESS

    Tony Ferguson

    Tony Ferguson, Practice Head, Customer Contact Solutions Practice, Unisys

  • Examples of international “Best Practice”
  • Will Blueprinting allow replication?
  • A Shared Utility or a brand leveraging sales engine?
  • Financial “Fingerprinting”- relate sales to needs
  • clock

    12:00

    THE BRANCH STRIKES BACK

    Tom Roche

    Tom Roche, Strategy & Business Development Director, Fujitsu

  • Multi-channel banking is here, does any one single channel now dominate?
  • The branch plays an increasingly important role, but are the costs justified?
  • How will customer experience evolve?
  • What demands can retail banks place on their service providers to enhance infrastructure to enable the evolution?
  • clock

    12:40

    Networking Lunch

    clock

    13:40

    INTERACTIVE CONFERENCE EXECUTIVE BRIEFING: WINNING WITH BRANCHES: A FOUR-PART ACTION PLAN!

    .

    ., ,

  • Why branches are back in favour
  • What happened to the other channels?
  • Who’s doing what - some examples
  • clock

    14:20

    Optimising the branch format, finish and size

    .

    ., ,

  • The objectives or business model
  • Consumer driven branch formats
  • Right sizing the investment
  • clock

    15:00

    Afternoon Tea

    clock

    15:20

    Managing the network for the optimum ROI

    .

    ., ,

  • The stakeholders
  • A sound methodology
  • Mistakes to avoid
  • clock

    16:00

    Getting the sales operation right

    .

    ., ,

  • Taking a holistic view
  • Quick and effective measures
  • The key determinants of success
  • clock

    16:40

    Optimising the role of self service

    .

    ., ,

  • The opportunities now available
  • The big three
  • A planned approach
  • clock

    17:20

    Close of Executive Briefing and Conference

    The Hatton, at etc. venues

    51/53 Hatton Garden
    London EC1N 8HN
    United Kingdom

    The Hatton, at etc. venues

    HOTEL BOOKING FORM

    Title

    SubTitle
    speaker image

    Content


    Title


    Description

    Download

    Title


    Description

    Download

    Title


    Description


    Download


    WHAT IS CPD?

    CPD stands for Continuing Professional Development’. It is essentially a philosophy, which maintains that in order to be effective, learning should be organised and structured. The most common definition is:

    ‘A commitment to structured skills and knowledge enhancement for Personal or Professional competence’

    CPD is a common requirement of individual membership with professional bodies and Institutes. Increasingly, employers also expect their staff to undertake regular CPD activities.

    Undertaken over a period of time, CPD ensures that educational qualifications do not become obsolete, and allows for best practice and professional standards to be upheld.

    CPD can be undertaken through a variety of learning activities including instructor led training courses, seminars and conferences, e:learning modules or structured reading.

    CPD AND PROFESSIONAL INSTITUTES

    There are approximately 470 institutes in the UK across all industry sectors, with a collective membership of circa 4 million professionals, and they all expect their members to undertake CPD.

    For some institutes undertaking CPD is mandatory e.g. accountancy and law, and linked to a licence to practice, for others it’s obligatory. By ensuring that their members undertake CPD, the professional bodies seek to ensure that professional standards, legislative awareness and ethical practices are maintained.

    CPD Schemes often run over the period of a year and the institutes generally provide online tools for their members to record and reflect on their CPD activities.

    TYPICAL CPD SCHEMES AND RECORDING OF CPD (CPD points and hours)

    Professional bodies and Institutes CPD schemes are either structured as ‘Input’ or ‘Output’ based.

    ‘Input’ based schemes list a precise number of CPD hours that individuals must achieve within a given time period. These schemes can also use different ‘currencies’ such as points, merits, units or credits, where an individual must accumulate the number required. These currencies are usually based on time i.e. 1 CPD point = 1 hour of learning.

    ‘Output’ based schemes are learner centred. They require individuals to set learning goals that align to professional competencies, or personal development objectives. These schemes also list different ways to achieve the learning goals e.g. training courses, seminars or e:learning, which enables an individual to complete their CPD through their preferred mode of learning.

    The majority of Input and Output based schemes actively encourage individuals to seek appropriate CPD activities independently.

    As a formal provider of CPD certified activities, SAE Media Group can provide an indication of the learning benefit gained and the typical completion. However, it is ultimately the responsibility of the delegate to evaluate their learning, and record it correctly in line with their professional body’s or employers requirements.

    GLOBAL CPD

    Increasingly, international and emerging markets are ‘professionalising’ their workforces and looking to the UK to benchmark educational standards. The undertaking of CPD is now increasingly expected of any individual employed within today’s global marketplace.

    CPD Certificates

    We can provide a certificate for all our accredited events. To request a CPD certificate for a conference , workshop, master classes you have attended please email events@saemediagroup.com

    Event Title

    Headline

    Text
    Read More

    I would like to speak at an event

    I would like to attend an event

    Group Booking

    Please complete the below form and a member of SAE Media Group’s booking team will be in contact within 24 hours

    I would like to sponsor/exhibit at an event

    SIGN UP OR LOGIN

    Sign up
    Forgotten Password?

    Contact SAE Media Group

    UK Office
    Opening Hours: 9.00 - 17.30 (local time)
    SAE Media Group , Ground Floor, India House, 45 Curlew Street, London, SE1 2ND, United Kingdom
    Tel: +44 (0) 20 7827 6000 Fax: +44 (0) 20 7827 6001
    Website: http://www.smgconferences.com Email: events@saemediagroup.com
    Registered in England - SMi Group Ltd trading as SAE Media Group




    Forgotten Password

    Please enter the email address you registered with. We will email you a new password.

    Thank you for visiting our event

    If you would like to receive further information about our events, please fill out the information below.

    By ticking above you are consenting to receive information by email from SAE Media Group.
    Full details of our privacy policy can be found here https://www.smgconferences.com/privacy-legals/privacy-policy/.
    Should you wish to update your contact preferences at any time you can contact us at data.privacy@smgconferences.com.
    Should you wish to be removed from any future mailing lists please click on the following link http://www.smgconferences.com/opt-out

    Fill in your details to download the brochure

    By submitting this form you agree to our privacy policy and consent to receiving communications, you may opt out at any time.

    Join the loitering munitions community

    Keep up to date with industry news, insights, and community updates FREE and direct to your inbox every month!
    You can unsubscribe at any time. For full details see our Privacy Policy