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8th Annual Technology & Innovation – the Future of Banking & Financial Services, Sydney

7+8 November 2013
Hilton Hotel, Level 3, 488 George Street
Sydney, Australia



*Agenda subject to change



Thursday, 07 November 2013
08:30 AM Registration
09:00 AM Welcome Address by Conference Chairman
Mark Jones
, Finance & Technology Journalist
09:10 AM Banking on Australia Transforming the Way we do Business in Australia
•    Enabling customers to bank on their own terms
•    How to re-engage customers and stakeholders through digital channels
•    Improving branch, ATM and mobile banking experiences

Speaker: Mark Hand, Managing Director of Retail Distribution, ANZ

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09:40 AM The Digital Investor – How a Shift in Demographics and Digital Technologies is Affecting the Industry
•    How prepared is the wealth management industry for the most significant inter-generational transfer of wealth in history?
•    Why hasn't the digital mastery of Gen X and Gen Y translated to how they manage their finances?
•    What existing and emerging digital services can wealth managers incorporate to create valued experiences?

Speaker:  Liz Moore, Head of Research, Insights & Analytics, Telstra
10:10 AM IT Leaders Panel
•    Identifying key IT priorities for 2013 and beyond
•    Keeping abreast of the latest technology trends in financial services
•    Managing the impact of the consumeration of IT on banking infrastructure and services
•    The next frontier – trends, challenges and opportunities for the financial services industry

Panellists:
Julie Bale, Chief Information Officer, Bank of Queensland
Andy Weir, Chief Executive Enterprise Services & CIO, Bankwest
Dhiren Kulkarni, Chief Information Officer, St. George Banking Group
Rajat Taneja
, Chief Information Officer – Asia Pacific General Insurance, Zurich
David Gee, Chief Information Officer, Credit Union Australia

Moderator:
Brett Cooper, Director of Digital Delivery and Planning, Telstra

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10:50 AM Morning Tea
11:20 AM Changing Technology Operating Models to Meet Future Customer Value Propositions
•    Optimising technology to identify and deliver a unique customer experience
•    How should financial services organisations transform operating models to deliver faster, with agility and less risk?
•    How is Bankwest rising to meet the challenge?

Speaker: Andy Weir, Chief Executive Enterprise Services & CIO, Bankwest

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11:50 AM The Future of the Workplace is Now: Workplace Transformation in Financial Services
•    Innovation, velocity, openness and accountability
•    New ways of working and connecting
•    The technological changes underpinning this transformation

Speaker: Andrew Ridley, ANZ Financial Services Industry Manager, Intel
12:15 PM Engaging Customers in the Digital Age with Customer-Centric Technologies
•    Attracting and retaining customers while deepening relationships through digital
•    Driving innovation in financial services
•    Creating experiences to drive results

Speaker: Ian Muir, Head of Customer Experience, Westpac

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12:40 PM International Keynote Address: Harnessing the Power of Big Data Analytics
•    How RBS gains meaningful and actionable insights from unstructured data using advanced analytics
•    Leveraging real-time analytics to deliver increased customer value
•    How to succeed with predictive analytics – now and into the future
•    The future of data analytics – what are the strategic visions for the year ahead?

Speaker: Alan Grogan, Chief Analytics Officer, the Royal Bank of Scotland (UK)

01:05 PM Networking Lunch
02:05 PM Delivering on "Eureka" – the Pathway of Commercialising Innovation
•    Operating ahead of the technology curve – understanding consumer-driven trends and demands
•    How do financial services leaders operationalise and commercialise innovation?
•    Managing the "innovator's dilemma" – planning for customers' future needs while delivering revenue
•    Enabling a forward-thinking work environment that encourages innovation
•    Remaining relevant to customers by providing exceptional multi-channel experience   

Panellists:
Greg McAweeney, Executive General Manager, RaboDirect Australia & New Zealand
Mike Baldwin
, Head of Innovation & Implementation, GTS, Westpac
Janelle McGuinness
, Head of Digital & Emerging Channels, ING Direct
Murray Howe
, Executive Manager, Digital Strategy & Innovation, Suncorp
Martin Collings
, Vice President, Head of Innovation Management & Commercialisation, MasterCard Labs, MasterCard

Moderator:
Michael Aaron
, GM for Financial Services, Australia & New Zealand, IBM

02:45 PM Transforming Document Processes to Manage and Deliver Information Effectively
•    The future of managed content services in maintaining a competitive advantage
•    Aligning information to improve customer engagement
•    Managing incoming information along with monitoring and managing outgoing information

Speaker: Matt Jones, National Sales Manager, Ricoh
03:10 PM Making Next-Generation Commerce a Reality
•    Streamlining the payments experience in-store, online and through mobile channels
•    How to provide a richer customer experience by improving convenience and efficiency
•    Mitigating evolving fraud risks by delivering appropriate security controls
•    What’s next in payments – defining the next phase in NFC, mobile payments and digital wallets

Speaker: Vipin Kalra, Country Manager, Australia, Visa
03:35 PM Afternoon Tea
04:05 PM Where Mobile Technology is Taking Banking
•    What does the tech-savvy customer want?
•    Offering improved convenience and accessibility to customers through mobile channels
•    How mobile and social are accelerating the transition from transaction to interaction banking

Speaker: Lisa Claes, Executive Director, Distribution, ING Direct

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04:30 PM The Future of Customer Communication in Banking and Financial Services
•    The impact of mobile on banking trends
•    Delivering a tangible difference through personalised experience
•    Navigating through a changing world
•    Modernising communications with minimal disruptions

Speaker: Nick Dempsey, Regional Manager ANZ, GMC Software Technology
04:55 PM Bringing the Digital Banking Experience to Life for Customers
•    What does the future tech-savvy customer look like?
•    Melding emerging technologies with customer service principles
•    How will digital channels improve customer experience?
•    The future of online, mobile and social banking – what’s next?

Speaker: Andrew Fell, General Manager, Retail Banking, St George Bank

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05:20 PM Networking Drinks
06:15 PM Close of Day One






Friday, 08 November 2013
08:30 AM Registration
09:00 AM Welcome Address by Conference Chairman
Mark Jones
, Finance & Technology Journalist
09:05 AM Executing a Whole-of-Bank Transformation
•    How NAB’s technology refresh is driving sustainable business transformation
•    Delivering the right outcomes for customers
•    NAB’s unique approach to innovation in the digital space
   
Speaker: Thor Essman, General Manager, Enterprise Applications, Development & Testing, NAB
09:30 AM Enabling Smarter Customer Interactions for a Superior Customer Experience
•    Uncovering paradigm shifts in customer expectations due to disruptive technologies
•    Creating proactive customer interactions to exceed expectations
•    Driving customer-centric innovations within your organisation

Speakers:
Balaji Ram, AVP & Head of Financial Services, HCL Australia & New Zealand;
Scott Davidson
, General Manager, Enterprise Application Services, HCL
09:55 AM Panel Discussion: Putting the Customer at the Heart of the Organisation – the Roadmap to Channel Agnosticism
•    Achieving a single customer view and consistent messaging across multiple channels
•    Building a unified customer communication strategy across multi-divisional business silos
•    How can financial services organisations optimise back-end business processes to create a seamless, satisfying customer journey?
•    The future of multi-channel marketing

Panellists:
Kate Kerr, Head of Marketing, Communications & Client Experience, MetLife
Linda Broady, Head of Customer Focus, Allianz Australia
Anna-Maree Shaw, Head of Group Customer Marketing, Suncorp
Chris Kenny, Head of Marketing, ING Direct
Danny Malone
, Executive, New Technologies, RACQ
Mani Raman
, Sales & Alliances Manager, EMC APJ


Moderator:
Mark Jones, Finance & Technology Journalist

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10:35 AM Morning Tea
11:05 AM Building a Channel from Scratch – Mobile Banking Apps for Suncorp
•    Suncorp Bank’s approach to user experience strategy
•    Employing user service mapping and personas to understand the customer journey
•    Case study on delivering mobile banking apps
•    Tips on understanding customers’ mobile banking habits to design successful apps

Speaker: Simon Clarke, Head of Online Banking, Suncorp Bank

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11:30 AM
Digital Lending – How to Achieve the Transition
•    Retail lending automation – the state of the game
•    The implications of manual processing
•    How to transition to digital and omni-channel lending
•    Achieving end-to-end lending STP

Speakers: Mathew Cagney, Banking Solutions Consultant, Sandstone Technology;
                   Martyn Beer,
General Manager - Lending Solutions, Sandstone Technology
11:55 AM Bringing Personal Banking Services into the Workplace
•    Delivering banking to the customer, rather than making the customer come to the bank
•    How to combine face-to-face and digital banking technology to deliver personalised services
•    What is the future of video-conferencing and workplace banking kiosks?
   
Speaker: Ian Hendey, Group Executive, Sales, ME Bank

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12:20 PM Digital Marketing Leaders Panel
•    How to drive the next wave of retail banking growth through digital marketing
•    Building stronger one-to-one customer relationships through the combined power of social, mobile and location technologies
•    How can marketing and technology collaborate to deliver unparalleled customer experience?
•    Driving real-time value through data-driven marketing
•    Creating intuitive customised service offerings based on a customer’s digital footprint

Panellists:
Karen Ganschow, General Manager, Customer Relationship Marketing, Westpac
Andrew Murrell, General Manager Direct & Digital Channels, Bank of Queensland
Daniel Prowse, Head of Digital Marketing, ANZ
Tim Tez, Chief Marketing Officer, AIA
Rowena Samaraweera, Head of Digital Channels, Suncorp Bank
Alan Grogan
, Chief Analytics Officer, the Royal Bank of Scotland (UK)


Moderator:
Andrew Mellor, Vice President, ANZ, Thunderhead.com
01:00 PM Networking Lunch
02:00 PM Workshop A: Big Data and the Speed of Analytics − Why Platforms and Infrastructure Matter
•    How can you gain speed of insights by reducing the latency inside the "analytics pipeline"?
•    Develop a strategy to effectively and efficiently manage diverse data with fewer resources
•    How to take an integrated approach to unlocking insights from all available data with a new generation of analytics solutions and infrastructure

Workshop Facilitator: Jaya Srikrishnan, Distinguished Engineer, Systems & Technology Group, IBM


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Workshop B: Using Flash Storage to Accelerate Applications and Gain Competitive Edge
•    Discover how the performance of IT infrastructure can be a key competitive differentiator
•    How is storage performance becoming the bottleneck of IT environments?
•    Learn how flash storage can unleash the performance of business-critical applications

Workshop Facilitator: Garry Barker, Flash Storage Lead, Australia & New Zealand, IBM
03:00 PM Conference Closes
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The FST Media team


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