How do initiatives such as goMoney and the new Grow app deliver value to the business? http://t.co/6J10OF1WpB

6th Annual Technology & Innovation – the Future of Banking & Financial Services

3 + 4 November 2011
Hilton Sydney
Sydney, Australia

Thursday, 03 November 2011
08:30 AM Registration
09:00 AM Welcome Address by Conference Chairman, Brad Howarth, Finance and Technology Journalist
09:10 AM The Evolving Impact of Technology on Banks and their Customers

•    The evolving role of technology in the commoditisation of banking
•    Re-establishing a relationship with the customer
•    Breaking down the barriers – knowledge, geographies, products and services

Speaker: Roy Gori, Chief Executive Officer, Citibank Australia

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09:40 AM Mobility Innovation: Identifying New Opportunities in Mobile Channels 

•    Value-added services – how to improve consumer, employee and agents’ experiences via mobile channels
•    What impact will they have on satisfaction, loyalty, switching and consideration?
•    What is the technology roadmap?

Speaker: Rocky Scopelliti, National General Manager, Financial Services Industry Development, Telstra Enterprise & Government

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10:10 AM Building the Bank of the Future: NAB's Transformation Towards a New Era of Banking Services

•    The road to improving customer service
•    Identifying new business opportunities
•    Increasing operational efficiency
•    Managing risk via major transformation programs including NextGen

Speaker: Gavin Slater, Group Executive, Group Business Services, NAB

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10:40 AM Morning Tea
11:10 AM Industry Leaders Panel

•    Identifying key priorities for 2012 and beyond
•    Keeping abreast of the latest tech trends in financial services
•    Giving customers what they want – how can IT Leaders support customer satisfaction?
•    The next frontier – trends, challenges and opportunities for the financial services industry

Christine Bartlett, Executive Program Director, NextGen Program, NAB
Patrick Maes,
General Manager Technology Global Strategy & Architecture, Chief Technology Officer, ANZ
Alex Twigg
, General Manager, UBank
Andy Weir, Chief Information Officer, Bankwest
Matt Mansour, Chief Information Officer, GE Australia and New Zealand

Moderator: Mark McGrath, Director Banking, Professional Services & IT, Telstra Enterprise & Government
11:50 AM Delivering Business Benefits Through Agile

•    Improving business performance – insights into Suncorp’s Building Blocks program
•    The implementation and deliverability of Living Agile
•    Building an innovative corporate culture    
•    The next phrase – how will agile continue to evolve in the future?

Speaker: Jeff Smith, Chief Executive Officer, Business Services, Suncorp

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12:20 PM Putting 'You' Back into Value Using Analytics to Shift Antagonism to Advocacy

•    The 'Banking Trilogy' explained – integrating distribution, manufacturing and operations to help businesses get closer to their customers
•    How the banking industry is recognising and addressing their customer needs – where variance is valued and relevance will reign
•    Building the right platform for an exchange of value – how customer experience should be paramount, embedded and maintained

Speaker: Kevin Jury, Partner & Sector Leader, Financial Services Australia & New Zealand, IBM Global Business Services

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12:45 PM Networking Lunch
01:45 PM Looking Beyond – Innovation in Our World

•    A journey through innovation imperatives
•    How financial services firms are adapting themselves in an ever-changing world of consumer needs?
•    Driving innovation in our world

Speaker: Sarv Girn, Group General Manager, Enterprise Technology Services, Westpac

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02:15 PM Delivering Innovation in a Super Regional Context

•    A banking innovation backdrop
•    Un-assisted channels – the multi-device conundrum
•    The innovation journey – more than skin deep
•    Assembly – integrated innovation

Speaker: Patrick Maes, General Manager Technology Global Strategy & Architecture, Chief Technology Officer, ANZ

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02:45 PM Panel Discussion – Using Mobility to Drive Deeper and Sustainable Customer Relationships 
•    Leveraging smartphone-based solutions such as payments and location-based promotions offering to enhance customer relationship
•    Holistic service versus selected applications – creating a seamless multi-channel integration
•    Managing smartphone device diversity and identifying key challenges such as strategy, security and performance
•    Measuring success with your mobility initiative

Damon Rees, Head of Integrated Delivery, Westpac
Travis Tyler
, Head of eChannels, St. George Bank
Simon Clarke
, Head of Internet & Mobile Banking, Suncorp
Kathryn Gardiner, Channel Development Leader, Mobile, GE Capital

Moderator: Andrew Groth, Vice President & General Manager Financial Services, Asia Pacific, Infosys   
03:25 PM Afternoon Tea
03:55 PM Mobility and Financial Services – Delivering New Channels and Redefining Old

•    How mobile is accelerating the transition from transaction to interaction banking
•    How mobility is influencing traditional banking models
•    How the organisation needs to embrace the change to drive success

Speaker: Andrew Moore, Chief Operating Officer, St. George Bank

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04:25 PM Panel Discussion: Using Technology to Enhance Customer Experience and Deliver Business Benefits

•    Addressing customer service preferences with communications such as social media, SMS, chat, email and voice
•    Utilising resources outside the contact centre for optimal customer service
•    Using technology to create personalised, collaborative banking experiences

Nicholle Lindner, Head of Cards, Westpac 
Joshua Walther
, Director, Direct Distribution, ING Direct
Jane Muirsmith, Head of eCommerce, Bankwest
Murray Howe, Executive Manager, Group Digital Strategy & Innovation, Suncorp
Rod Maxwell, Solutions Director, Avaya, Australia & New Zealand

Moderator: Brad Howarth, Finance & Technology Journalist
05:05 PM Networking Drinks
Friday, 04 November 2011
08:30 AM Registration
09:00 AM Welcome Address by Conference Chairman, Brad Howarth, Finance and Technology Journalist
09:05 AM Engaging Customers in the Digital Age – Wells Fargo’s Social Media Success Story

•    Wells Fargo’s social media approach to listen and engage customers and prospects
•    A paradigm shift in social media and lessons learnt
•    The impact of social media on ecosystem, consumers, media and market landscape

Speaker: Ed Terpening, VP, Social Media, Wells Fargo, United States (International Speaker)
The first bank in the US to launch and track social media

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09:35 AM Accelerating Financial Services Transformation

•    What is propelling the pace of innovation?
•    Ecosystem and network effects
•    The explosive growth of inter connectivity, social media and services on the cloud

Speaker: Kumar Swami Rao, Director of Cards & Payments Practice, Tata Consultancy Services

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10:05 AM Defining the Next Phase of Contactless and Mobile Payments

•    Improving the customer payment experience in the e-commerce environment
•    How contactless and mobile technologies will continue to shape the payments landscape 
•    The current state of play in payments transaction innovations such as micropayments, social networks and person-to-person payments
•    The arrival of the digital wallet – the latest developments in a cross-channel digital wallet and Near Field Communication (NFC) enabled mobile payment systems

Speaker: Vipin Kalra, Country Manager, Visa Australia
10:35 AM Morning Tea
11:05 AM Digital Retailing – Innovation in the Physical World

•    The role of digital retailing in the in-store customer experience
•    Traditional vs. digital in-store merchandising
•    Global digital retailing trends
•    NAB’s experience in digital retailing

Speaker: Helena Athans, Digital Retailing Manager, NAB Retail, NAB
11:35 AM Enterprise Payments Modernisation – Reducing Business and Technical Complexities to Drive Service Innovation
•    Enhancing core payments services with innovative, value-added payments solutions
•    Streamlining processes to build and ensure reusability
•    The need for agility to drive innovation and improve time to market
•    Integrating customer touchpoints to reduce complex messaging requirements and ease customer on-boarding
•    Centralising processes such as pricing, transaction repair, reporting and monitoring for operational excellence

Speakers: Sean Breen, Director of Financial Industry Solutions, Dell; Nick Senechal, Manager Corporate Strategy, VocaLink

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12:00 PM Innovation Leaders Panel
•    What’s the 'next big thing' in financial services?
•    Driving a seamless user experience with business enabled innovation
•    Moving forward to the next phrase of digital revolution – the role of integrated solutions in attracting and retaining customer loyalty
•    Tackling legacy systems – strategies for core banking IT modernisation
•    How to foster a forward-thinking work environment that encourages innovation

Ed Terpening, VP, Social Media, Wells Fargo, United States (International Speaker)
Sandeep Baruah
, Head of Online, Direct Banking, NAB
Michael Weeding, Head of Digital Banking, Citibank
Stephen Bowe, Head of User Experience and Digital Media, UBank
Govind Saxena, Head, Corporate Banking Products, Polaris Software Lab

Moderator: Brad Howarth, Finance & Technology Journalist

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12:40 PM Networking Lunch and Prize Draw

Interactive Conference Workshops
01:40 PM Workshop A: Mobile Payments Seizing the Opportunity 

•    Winning the battle of mobile payments in 2015 – exploring innovation disruptions and opportunities for the financial services and non-financial services sectors
•    The next frontier of financial transactions – the future of mobile payments adaptation
•    Adapting to customers' needs – key factors and challenges to win customers in the future
•    Predicting the next hot trends – what approaches, devices, channels and mechanisms will become a necessity for consumers and banks?  

Facilitator: Deborah Baxley, Principal, Capgemini (US)

01:40 PM Workshop B: Using Digital Marketing Technologies to Grow Revenue

•    Harnessing insights from social media – measuring the un-measureable
•    Understanding how to combine core processing systems with advanced digital marketing technologies to deliver a more compelling experience
•    Deploying real-time, anonymous demographic data to focus marketing campaigns
•    Using digital marketing to improve customer analytics

Facilitator: Daryan Dehghanpisheh, Director of Financial Services, Intel Corporation
02:40 PM Conference Closes

Program subject to change
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