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Today's market sees a very different outlook from the financial services sector than only a year ago.  Nationalisations and mergers are turning commonplace, with the changes in branch banking strategies an important factor in maintaining a loyal customer base.  This conference will provide an overview and insight into the new approaches to successful branch banking on the high street.

Following on from the success of our previous Branch Banking events, we are proud to bring an updated conference which will address current issues in branch banking.  Topics such as customer loyalty, brand design, retail choreography, self-service, staff competencies and branch risks will all be covered to give you a comprehensive overview of the developments in branch banking.  The presentations will look at how to adapt to the changing market in order to protect your assets and continue growth.

This not-to-be-missed event will provide you with a key opportunity to network and discuss current issues with leading experts in the financial services industry, while equipping you with the knowledge of new approaches to your branch banking strategies.

HEAR key case studies from banking professionals

DISCUSS key themes and network with leading industry experts

DISCOVER new approaches to your branch banking strategies

LEARN about the key developments in the financial services sector

ADVANCE your professional learning on this CPD accredited event

Anyone involved in the banking community would benefit from attending this conference.  Examples would include:

  • Bank CEO
  • Director of a bank
  • Risk analyst
  • Marketing strategy director
  • New business development director
  • Head of sales and services
  • Market analyst
  • Independent financial advisor
  • Financial services consultant
  • Head of retail design
  • Director of brand development
  • Head of customer loyalty services
  • Director of fraud prevention

Conference programme

8:30 Registration & Coffee

9:00 Chairman's Opening Remarks

David Cavell

David Cavell, Advisor to the Financial Services Industry, Freelance Advisor

9:10 How UK Branches Changed in 2008/9

Jeremy Ridgway

Jeremy Ridgway, Director, Keyfact

  • New branch models rolled out 08/09
  • Network consolidation and mergers
  • The changing role/operation of branches
  • What's new/what's hot on the UK high street
  • Photo tour of London's top 5 interesting branches
  • 9:50 Enhancing the Branch Experience, Beyond the Traditional Model

    Antonio Junco

    Antonio Junco, Commercial Director, Ixe Banco S A

  • Customers' new expectations around financial services
  • Customer experience within th ebranch
  • Investment of cost? what's the real opportunity?
  • Innovation, never stop!!



  • 10:30 Customer Experience

    Bob Bayman

    Bob Bayman, Director & Partner, I Am Associates Ltd

  • Importance of advocacy in a tough market
  • Driving advocacy through the customer experience
  • Why waste a single sale? Effective use of a bank's retail environment







  • 11:10 Morning Coffee

    11:30 Competing on Service - A permanent tsb Case Study

    Brendan Lynott

    Brendan Lynott, General Manager – Operations, permanent tsb

  •  Building the platform (branch layout and design, customer behaviour & migration, activity management)
  • The Customer Central programme
  • Empowering our people
  • Moments of Truth
  • Our customers as ambassadors
  • 12:10 The Importance of Corporate Governance

    Annaline Nel

    Annaline Nel, COO Branch Banking, FNB

  • Are you deriving benefit from corporate governance?
  • The changing landscape, the higher road
  • How do you build and ethical/honest environment
  • How to you manage the 3 generations (Y, X and Baby Boomers) in your talent pool
  • How innovative are your staff?
  • How do you know whether you are practicing good corporate governance?




  • 12:50 Networking Lunch

    13:50 The New World of Retail Banking

    John Berry

    John Berry, Managing Director, John Berry Associates Ltd

  • What is the impact of the credit crunch on retail banks?
  • How do they regain customers' trust?
  • Key issues from the customer perspective on what they expect in the future from their bank
  • Customers want banks to stop 'selling' to them; how can banks change and still achieve growth/sales targets?
  • Impact on distribution and channel strategies - what are the alternatives?
  • Pricing - creating greater transparency - do you earn 'good' or 'bad' profits?
  • Customer service - about time it was delivered in the eyes of the user
  • Developing propositions in the customer's language; helping them 'buy' from the bank
  • Central v. local approach to customer issues
  • 14:30 The Impact of Mergers

    Graeme Hughes

    Graeme Hughes, Head of Retail Operations, Nationwide Building Society

  •  Maintaining a loyal customer base
  • Developing the new brand
  • The necessitities for mergers
  • The difficulties posed and solutions provided
  • 15:10 Afternoon Tea

    15:30 Model Customer Segmentation

    Parag Tikekar

    Parag Tikekar, Head of CRM & Segments , Emirates Bank International P J S C

  • Segmenting customers based on their relationship value
  • Developing/ re-structuring the distribution strategy based on segments
  • Developing bundled product packages/services tailored for each segment
  • Simultaneous introduction of sub segments/affinity based segments






  • 16:10 Developing And Implementing A Branch Network Strategy

    Blair Freebairn

    Blair Freebairn, Principal Architect, Strategy and Analytics, EMEA, Map Info Ltd

  • Developing strategic market insight – identifying the market formative criteria, key performance drivers and appropriate network goals
  • Branch network optimization - the impact of segmented financial service demand
  • Benchmarking branch performance – how do you know which branches are performing above, below or at par?



  • 16:50 Chairman’s Closing Remarks and Close of Day One

    David Cavell

    David Cavell, Advisor to the Financial Services Industry, Freelance Advisor

    8:30 Registration & Coffee

    9:00 Chairman's Opening Remarks

    Jeff Carr

    Jeff Carr, Managing Director, Scan Coin Ltd

    9:10 Sales and Service Optimization in Post Offices at Belgian Post

    Rudy Moens

    Rudy Moens, Director Physical Network, Belgian Post International

  • Financial branch services in the Belgian Post Group
  • Our joint venture branch model
  • BPO’s market offering
  • Our postal network branch sales model






  • 9:50 Operating Branch Services in the UK Post Office

    Andrew Spice

    Andrew Spice, Head Of Financial Services, The Post Office

  • How the UK Post Office branch network operates
  • Types of financial services on offer
  • Where the Post Office has adapted to a changing market
  • What does the future hold?
  • 10:30 The History of the Future of Retail Banking

    Richard McMurdo

    Richard McMurdo, Principal Banking Consultant, Talaris

  • Banks are not retailers
  • The history of the future
  • Bargain or Catching a Falling Knife
  • 11:10 Morning Coffee

    11:30 Case Study: Reliable Partnerships

  • Developing a partnership
  • The project in hand
  • Developments and plans
  • Hopes for the future
  • Jake Kirkham

    Jake Kirkham, Retail Marketing Manager, HBOS Plc

    David Martin

    David Martin, Joint Managing Director, M Worldwide

    12:10 ATMs in Europe - a Market Update

    Rowan Berridge

    Rowan Berridge, Senior Analyst, Retail Banking Research Ltd

  • ATM market size and growth
  • Latest location trends
  • Functionality update
  • ATM software news
  • Outsourcing of CIT, service and maintenance





  • 12:50 Networking Lunch

    13:50 Alternative Branch Channels & Global Benchmarking

    John Cameron

    John Cameron, Senior Consultant, EMEA, NCR

  • Branch trends in “where customers go in the branch” and alternative channels
  • Branch customer migrations to gather liabilities
  • Understanding customer behaviour to improve customer service and increase branch capacity
  • Benchmarking customer teller interactions to optimise teller operation
  • Global benchmark examples identifying teller issues and optimisation opportunities
  • Worked examples of customer migration improving customer service
  • Customer acquisition and increasing branch capacity
  • How to drive the adoption of alternative branch channels



  • 14:30 Bank Branches and Online Banking - Yin and Yang or Chalk and Cheese?

    Nick Watkins

    Nick Watkins, Managing Director, GfK Financial

  • Multiple channel usage by consumers - who uses what?
  • Developing channels to suit your target customer
  • The challenges faced by banks
  • Where does online banking fit, and what will happen to branches?



  • 15:10 Afternoon Tea

    15:30 A Case Study on Innovation

    Pablo Armendáriz

    Pablo Armendáriz, Head of Innovation, Caja Navarra

  • Introduction: Spanish market/savings banks
  • Previous considerations about innovation
  • Formulation of CAN’s strategy
  • ‘You Choose: You Decide’ the creation of a right
  • The evolution of Civic Banking
  • Economic results, and beyond economics


  • 16:10 The Consumer and ATMs

    Jeff Carr

    Jeff Carr, Managing Director, Scan Coin Ltd

  • The benefits of ATMs for the consumer
  • Using automated services as standard
  • Encouraging consumer habits within the usage of ATMs
  • ATMs versus online banking





  • 16:50 Chairman’s Closing Remarks and Close of Day Two

    Jeff Carr

    Jeff Carr, Managing Director, Scan Coin Ltd



    Excellence In Customer Experience

    Excellence In Customer Experience

    Crowne Plaza Hotel - St James
    3rd June 2009
    London, United Kingdom

    Crowne Plaza Hotel - St James

    Buckingham Gate 45/51
    London SW1E 6AF
    United Kingdom

    Crowne Plaza Hotel - St James



    speaker image






    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.


    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.


    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, SMI 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.


    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@smi-online.co.uk

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