Future of Financial Services, Sydney 2020 – Agenda

  • Leveraging cloud strategically to fuel tremendous growth in customer experiences 
  • How Macquarie is keeping pace with customers’ evolving banking demands
  • Optimising technology infrastructure for an open data future
  • Rapidly increasing security threats and evolving customer expectations
  • How the changing landscape of modern identity is opening doors to disruptive innovation
  • Exploring identity in today’s environment and heading in 2021
  • Expediting enterprise transformation to keep pace with an accelerated digital economy
  • Fast-tracking digital innovation in an uncertain business environment
  • Rethinking the role of start-ups and strategic collaboration in catalysing industry growth
  • How will wider economic trends impact financial services’ technology priorities for 2021?

 

  • Diving into the respond, recovery and thrive aspects of a digital transformation journey
  • Adopting new and advanced technological capabilities for recovery and sustainable growth
  • How can these capabilities support in optimum operational efficiency, agility and productivity?

 

 

  • Looking beyond the hype – positive notes on AI and IAG’s AI journey to date
  • Why isn’t financial services progressing on AI journeys at the desired pace?
  • Tips and tricks to accelerate AI adoption, from a people point of view
  • Impacts we have seen so far from COVID-19 for customers
  • How COVID-19 has accelerated digital transformations to help maintain business continuity
  • Shaping the new normal for both your customers and your employees
  • How have banks and audit firms shifted their ways of working to adapt to the ‘new normal’?
  • What new role will technology play RegTech and fraud prevention?
  • How can the industry mitigate against these risks?  

Streams Start

Open Banking Stream
9:00Chairperson's Opening RemarksLuke Hannan, Master of Ceremonies,
9:05Consumer Data Right – Unlocking Australia’s Latent Digital PotentialPaul Franklin, Executive General Manager, Consumer Data Right, ACCC
  • Mapping out progress over 2020 – what has the CDR accomplished?
  • What are the building blocks necessary to nurture Australia’s data economy?
  • How ‘Open Banking’ will evolve and challenge the industry over the next 12-18 months
Paul Franklin
Executive General Manager, Consumer Data Right
ACCC
9:35Open Banking – a Story of TransformationJames Farrell, Industry Executive, Financial Services, Microsoft Australia
  • The emerging opportunities with Open Banking and the next evolution to embedded financial services
  • How financial services businesses are becoming AI/tech businesses – where does Microsoft add value?
  • Progressing digitisation and your AI/tech journey
James Farrell
Industry Executive, Financial Services
Microsoft Australia
10:00Comparison in the Age of Open Data: The Future with Headless BankingFred Schebesta, Co-Founder, Finder
  • How is Finder embracing data-led decisions in the Open Banking era?
  • Disruption in disrupted times, and what this means for the future of comparison
  • What will the future of financial services look like? – headless banking, one-click switching and product innovation
Fred Schebesta
Co-Founder
Finder
10:25Creation of a Data-Driven Culture to Prepare for the New Era of Open BankingJunta Nakai, Industry Leader, Financial Services, Databricks
  • A strategic approach to managing data and technology to prepare for the era of Open Banking
  • How to develop a strong culture of data analysis that attends to growing customer needs and expectations
  • Streamlining existing organisational dynamics and process whilst having a modern approach to risk management
Junta Nakai
Industry Leader, Financial Services
Databricks
10:50Networking Break
11:10Panel - Embracing Open DataPaul Franklin, Executive General Manager, Consumer Data Right, ACCCAnson Parker, Head of Product, Up BankNick Wilde, Managing Director - Asia Pacific, Thought Machine
  • What will it take to fast-track open data initiatives in a changing economic climate?
  • Hurdles to becoming a data provider or recipient, opportunities to be clinched
  • Leveraging strategic partnerships with non-FS players and digital startups
  • How will Australia’s data economy grow and evolve over 2021?
Paul Franklin
Executive General Manager, Consumer Data Right
ACCC
Anson Parker
Head of Product
Up Bank
Nick Wilde
Managing Director - Asia Pacific
Thought Machine
12:00Leveraging Open Banking for an Unfair AdvantageRobert Merlicek, Chief Technology Officer - Asia Pacific and Japan, TIBCO Software
  • How to leverage Open Banking capability to better serve customers
  • Technology to drive Open Banking and how it will change all institutions
  • Looking at organisations delivering more choices, better service and more affordable products
Robert Merlicek
Chief Technology Officer - Asia Pacific and Japan
TIBCO Software
12:25On-stage Interview: How Open APIs Change the Game for CustomersAnson Parker, Head of Product, Up Bank
  • Building for scale, at speed, with customer engagement at the forefront
  • Up’s journey helping customers gain more control over their financial data
  • What will it take to realise the promise of Australia’s Consumer Data Right?
Anson Parker
Head of Product
Up Bank
12:50Chairperson's Closing RemarksLuke Hannan, Master of Ceremonies,
Data Innovation Stream
9:00Chairperson's Opening RemarksMark Sheppard, Master of Ceremonies,
9:05Pivoting Data and Analytics Capabilities to a New NormalDarren Klein, General Manager, Data & Analytics, MLC Life Insurance
  • Rethinking priorities in a post-pandemic age – where can data & analytics add most value?
  • How should Australian financial services adapt and evolve to massive structural shifts?
  • Strategies to ensure ethical, responsible and reliable use of AI and data models as disrupted markets evolve
Darren Klein
General Manager, Data & Analytics
MLC Life Insurance
9:35Customer Journeys ReimaginedPaul Franks, Director, Financial Services, SAS
  • Overcoming challenges typically leading to stalled or incomplete digital transformation journeys
  • Taking a data-driven path to inform customer experience, improve business and customer outcomes and quality of interactions
  • Optimising the customer life cycle, making decisions at scale with customer experience at the centre
Paul Franks
Director, Financial Services
SAS
10:00From Pipelines to Platforms – Challenging the Status Quo in Financial ServicesShan Moorthy, Head of Data, Latitude Financial Services
  • Growth-centric pathways to driving truly intuitive digital experiences in financial services
  • Unlock future-ready operating models using a Data-driven Product Strategy
  • Preparing for the dawn of user-centric digital ecosystems in financial services in three steps
Shan Moorthy
Head of Data
Latitude Financial Services
10:25Analytics Transformation in Financial ServicesHugh Robinson, Account Director, Alteryx ANZ
  • Industry Transformation, workforce outcomes and value chain
  • How Analytics is unlocking value in Financial Services
  • Analytics Process Automation (APA) – A new category in the world of analytics
Hugh Robinson
Account Director
Alteryx ANZ
10:50Networking Break
11:10On-stage Interview: Harnessing Blockchain to Democratise Financial DataPeter Hiom, Deputy Chief Executive Officer, ASX
  • Where is ASX up to in its world leading DLT CHESS replacement project?
  • Uncovering the future of data democratisation for corporate Australia
  • How has COVID-19 impacted capital markets and opportunities for innovation?
Peter Hiom
Deputy Chief Executive Officer
ASX
11:35The State of AI-Driven AutomationDavid Colwell, VP, AI & Machine Learning, Tricentis
  • Uncovering the current state of AI in test automation
  • Taking a closer look at incredible advances and fundamental limitations
  • What does the future hold for AI-driven automation?
David Colwell
VP, AI & Machine Learning
Tricentis
12:00Advancing AI & Data Usage Responsibly in the Banking Sector (International)Shameek Kundu, Chief Data Officer, Standard Chartered Bank
  • Scoping the potential for AI & data to revolutionise financial services globally
  • The current state of AI adoption and barriers to broader uptake
  • Practical ways of ensuring fairness and transparency in AI use
Shameek Kundu
Chief Data Officer
Standard Chartered Bank
12:25Data Virtualization for Accelerated Digital Transformation in Banking and FinanceChris Day, Director, APAC Sales Engineering, Denodo
  • Modernise their data infrastructure by providing a virtual approach to accessing, managing, and delivering data
  • Implement a centralised governance framework and roll out security measures across the enterprise data infrastructure
  • Integrate data from multiple sources to create a 360-degree view into customers’ changing needs and behaviours
Chris Day
Director, APAC Sales Engineering
Denodo
12:50Chairperson's Closing RemarksMark Sheppard, Master of Ceremonies,

Streams Start

Digital CX Stream
9:00Chairperson's Opening RemarksMark Sheppard, Master of Ceremonies,
9:05Reimagining Brand Value in a Post-COVID EnvironmentMim Haysom, Chief Marketing Officer/Executive General Manager Brand & Marketing, Suncorp Group
  • How brands can capitalise on the new wave of data, automation and digital technologies
  • Why brands need to increase customer confidence in the online experience
  • How to build brand trust and loyalty in a digital environment
Mim Haysom
Chief Marketing Officer/Executive General Manager Brand & Marketing
Suncorp Group
9:35The Future of Customer Communications Management for Financial ServicesHelen Fotiou, Account Director, Smart Communications
  • The changing role of CCM and how it will help shape the customer experience
  • The shift from distributing communications to interactive, two-way, multichannel customer interactions
  • Tips and strategies for delivering contextually relevant customer engagement at every touchpoint
Helen Fotiou
Account Director
Smart Communications
10:00Digital CX Evolution - PanelAlan Machet, Chief Executive Officer, Consumer Bank, Citi AustraliaMim Haysom, Chief Marketing Officer/Executive General Manager Brand & Marketing, Suncorp GroupFiona Hayes-St Clair, Chief Strategy & Transformation Officer, QBENikhita Iyar, Business Strategist, Moxtra
  • What COVID-19 revealed about financial services’ CX capabilities – where have we missed the mark?
  • Driving consistent, authentic and reliable customer service across multiple channels
  • Reaping the full benefits of digital as social becomes the new storefront
  • Reflections on building trust and brand affinity through a time of crisis
Alan Machet
Chief Executive Officer, Consumer Bank
Citi Australia
Mim Haysom
Chief Marketing Officer/Executive General Manager Brand & Marketing
Suncorp Group
Fiona Hayes-St Clair
Chief Strategy & Transformation Officer
QBE
Nikhita Iyar
Business Strategist
Moxtra
10:45Freedom to Navigate: CX Orchestration 2021 and Beyond Aaron Everingham, VP Sales Asia Pacific, QuadientAndrew Stevens, Principal, Banking and Financial Services, Quadient
  • Don’t be so sure that everyone really wants digital yet – paying more attention to your customers
  • Unearthing the pain-points in tracking and understanding CX
  • Bringing real changes to CX by controlling the journey rather than just understanding it
  • How to execute CX with confidence in 2021 and beyond
Aaron Everingham
VP Sales Asia Pacific
Quadient
Andrew Stevens
Principal, Banking and Financial Services
Quadient
11:10Networking Break
11:30Driving Customer-centricity in Insurance, Post-Covid-19Fiona Hayes-St Clair, Chief Strategy & Transformation Officer, QBE
  • What do customers and communities need from insurers
  • Rewriting traditional playbooks to respond differently
  • Getting tactical – what next?
Fiona Hayes-St Clair
Chief Strategy & Transformation Officer
QBE
11:55Transforming Agreements for an Improved Customer ExperienceAnthony Slater, Director of Customer Success, DocuSignTimothy Roberts, Senior Manager Process and Technology, Commercial Lending, Commonwealth Bank of Australia
  • Lessons learnt through the COVID-19 crisis and how organisations have used the challenges of the pandemic as an opportunity to transform for the better
  • How digitisation can improve customer and employee experience and save time, money, and the environment
  • Common uses for DocuSign within financial services organisations and real life examples from DocuSign customers
Anthony Slater
Director of Customer Success
DocuSign
Timothy Roberts
Senior Manager Process and Technology, Commercial Lending
Commonwealth Bank of Australia
12:20Built for the Future – Adapting CX for the Enduring Impacts of COVID-19Matt Baxby, Chief Executive Officer, Revolut Australia
  • How have consumer expectations changed through COVID-19?
  • Adapting to accelerating changes in consumer behaviour
  • The next wave – Rethinking CX to cater for customers in 2070 and implications for today
Matt Baxby
Chief Executive Officer
Revolut Australia
12:45How Financial Services Can Improve CX by Taking Action in the Moments that MatterAdam Marks, Head of Customer Experience, Australia and New Zealand, QualtricsJoydeep Nandi, Marketing Research Manager, ANZ New Zealand
  • How ANZ used research insights to identify and rapidly engage at risk customers with meaningful support
  • Actions ANZ is taking to build confidence and trust with its customers in this new environment
  • How to accelerate business results and transformations by aligning customer insights with performance
Adam Marks
Head of Customer Experience, Australia and New Zealand
Qualtrics
Joydeep Nandi
Marketing Research Manager
ANZ New Zealand
1:10Chairperson's Closing RemarksMark Sheppard, Master of Ceremonies,
Enterprise Transformation Stream
9:00Chairperson's Opening RemarksLuke Hannan, Master of Ceremonies,
9:05Transforming from Within – Macquarie’s Journey Towards Agile DeliveryRichard Heeley, Chief Information Officer, Macquarie Bank
  • Strategies to drive effective digital transformation at speed and scale
  • What are the hallmarks of a winning engineering culture within financial services?
  • Gearing up for the evolution of work practices over 2021
Richard Heeley
Chief Information Officer
Macquarie Bank
9:35Accelerating Digital with Low Code TechnologyR.Krishnakumar, Vice President & Head, ANZ, Newgen Software Technologies
  • Leveraging low code technology to accelerate digital transformation aspirations with a modern platform at a lower cost
  • Overcoming constraints to becoming fully digital – lack of contextual engagement, information silos, high IT dependency
  • Case studies of effective digital transformation and improved business processes featuring global financial institutions
R.Krishnakumar
Vice President & Head, ANZ
Newgen Software Technologies
10:00Panel - Future of WorkRobert Dewar, Vice President - Financial Services Asia Pacific, Blue PrismFiona Monfrooy, Executive Director, Human Resources, ING Australia
  • Adapting to today’s “new normal” – how can financial firms succeed in enabling a truly digital workforce?
  • Upskilling staff enterprise-wide to keep pace with Australia’s evolving technology landscape
  • What are the critical enablers of a well-adjusted, engaged and productive workforce?
  • Rethinking the future of work as intelligent automation, cloud and data revamp the nation’s economy
Robert Dewar
Vice President - Financial Services Asia Pacific
Blue Prism
Fiona Monfrooy
Executive Director, Human Resources
ING Australia
10:45Pivoting and Accelerating Transformation with Intelligent AutomationKen Mertzel, Global Industry Leader – Financial Services, Automation Anywhere
  • The broad capabilities of Intelligent Automation to help the Financial Services industry improve business performance and drive cost efficiency while encountering challenges such as increased regulatory scrutiny, high cost of compliance, back-office inefficiencies and outdated legacy systems
  • Successful RAP Use Cases in KYC/AML Compliance, Loan Forbearance & Call Center Automation
  • Key Success Factors to implement, scale and transform with the latest Intelligent Automation (RPA +AI); not only to reduce cost, but also to boost overall business performance as well as improve employee and customer experience
Ken Mertzel
Global Industry Leader – Financial Services
Automation Anywhere
11:10Networking Break
11:30Agile Transformation in the Crucible of COVID-19
  • Driving strategic, organisation-wide change amid unprecedented uncertainty and volatility
  • How Rest accelerated and adapted its planned agile transformation in response to the COVID-19 crisis
  • Responding rapidly as circumstances change to deliver the best outcomes for members
11:55Digital Enterprise Transformation – Moving Towards Modern, Compliant, Secure and Connected OperationsElisha Harrington, Innovation Evangelist, Chief Innovation Office, ServiceNow
  • Delivering digital workflows, creating great experiences and unlocking productivity for employees and the enterprise
  • Harnessing the fabric that powers digital transformation, maximising data flows to drive transformation and stay competitive
  • Creating intuitive connected experiences, unleashing innovation at speed and scale
Elisha Harrington
Innovation Evangelist, Chief Innovation Office
ServiceNow
12:20On-stage Interview: Cultivating Workplace Wellbeing in a New NormalMike Thornton, Chief Risk Officer, AIA Australia
  • Understanding the new normal – what does this mean for people risk management?
  • Why health, safety and wellbeing risks should be front of mind for every organisation
  • Key drivers of effective leadership as the financial sector faces massive structural shifts
Mike Thornton
Chief Risk Officer
AIA Australia
12:45The Journey from Data Chaos to ClaritySteve Singer, Regional Vice President and Country Manager ANZ, Talend
  • Best practices to leading with data in uncertain times – addressing data siloes, quality and governance issues in a complex data environment
  • Overcoming data challenges and finding success in a tough macroeconomic landscape
  • What’s getting in the way of financial firms investing in and getting more return from trustworthy data
Steve Singer
Regional Vice President and Country Manager ANZ
Talend
1:10On-stage Interview: Infrastructure Transformation through Cloud - Unlocking Business ValueAbdullah Khan, Group Head of Technology - Modern Enterprise Infrastructure, AMP
  • Going from legacy to highly-automated and compliant cloud systems
  • Optimising digital employee experiences in a mobile-first environment
  • Strategies to drive effective transformation in modernising technology environments
Abdullah Khan
Group Head of Technology - Modern Enterprise Infrastructure
AMP
1:35Chairperson's Closing RemarksLuke Hannan, Master of Ceremonies,

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