18th Annual

Future of Financial Services, Sydney 2024

24 October 8:00 am - 25 October 5:30 pm
ICC Sydney
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About the Event

Step into The Future of Financial Services, Sydney 2024 – where innovation meets inspiration in the heart of Australia’s banking and financial landscape. As the unrivalled flagship event and a powerhouse in the Southern Hemisphere, we’re your go-to hub for the latest tech trends and financial innovations. For almost two decades, FST Media’s forum has brought together an exciting crowd of technology, digital, and business leaders from banks, insurers, fintechs, and wealth managers nationwide and worldwide. Join 1,000+ financial services trailblazers, and 80+ speakers and connect with 60+ cutting-edge technology solution providers, witness the industry’s rising stars, and unite with leading futurists, strategists, and influencers.

Last year we explored topics such as rebooting the home lending paradigm, unleashing Generative AI in finance, and discovered innovative ways to build operational excellence as a competitive advantage. These topics illuminate the path to operational prowess through zero-touch operations, leveraging the synergy of AI and hyper-automation to gain a strategic edge in the competitive landscape of finance.

In this year’s edition, Future of Financial Services, Sydney 2024 will explore key themes such as identifying macro-trends that continue to shape the future of technological advancements and harnessing the ability to swiftly pivot these technologies, cultures, and team structure as required aka composability. These topics will cover the whole landscape from the revolutionary shift in payments, and regulatory amendments to promoting agility at scale within financial institutions.

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Speakers
Sanjoy Sen
Managing Director & Group Head, Consumer Banking
DBS
Brendan Hopper
Chief Information Officer for Technology
Commonwealth Bank of Australia
David Walker
Group Chief Technology Officer
Westpac Group
Ed Santow
Director of Policy & Governance @ UTS Human Technology Institute
Australian Government’s AI Expert Group | NSW AI Review Committee et al.
Sean O’Malley
Group Executive
AMP Bank
Stephen Reilly
Chief Operating Officer
HESTA
Dan Jermyn
Chief Decision Scientist
Commonwealth Bank of Australia
Anthony Brown
Chief Executive Officer
NobleOak
Mandy Mannix
Chief Executive Customer
Challenger
Gerald Marion
Chief Officer - Member Experience, Digital and Data
HCF Australia
Chris Cockburn
Chief Strategy and Merger Integration Officer
NGM Group
Pieter Vorster
General Manager Data Platforms
Westpac Group
Greg Nichelsen
Chief Data Analytics Officer
Teachers Mutual Bank Limited
Amy Cunningham
Head of Digital
ING
Navaid Khatib
Country Head, Product Management, Global Payments Solutions
HSBC
David Gee
CIO, CISO, Board Advisor, NED and Author
Macquarie Bank (Former)
Sudhakar Ramasamy
Digital Program Director
ANZ
Nick Munro
Head of Automation & Digitisation - Artificial Intelligence, Robotic and Digital Channel Experiences
Westpac Group
Charles Pizzato
EGM Information Technology Infrastructure
Suncorp Group
Scott Draeger
SVP Product Marketing and Vertical Solutions
Smart Communications
Rama Raju
Co-Founder & CEO
Pennant Technologies
Sireesh Patnaik
Chief Product and Technology Officer
Pennant Technologies
Jonas Katzellenbourg
(Acting) Managing Director & Partner, Australia
Concentrix
Luke Hannan
Master of Ceremonies
(MC)
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Indicative Agenda
  • Visionary Leadership: Explore case studies showcasing the importance of visionary leadership in guiding teams through rapid change, emphasising the role of vision, purpose, and values in aligning organisational efforts
  • Agile Adaptation Strategies: Learn from real-world examples of agile adaptation strategies employed by leading financial institutions to swiftly respond to market dynamics, regulatory changes, and technological advancements 
  • Cultivating Resilient Cultures: Examine how organisational cultures play a pivotal role in shaping responses to rapid change, with a focus on fostering resilience, innovation, and collaboration within FSI and educational settings 
  • Innovation through Strategic Leadership: Identifying and nurturing innovative ideas and leveraging leadership to inspire and drive a culture of continuous improvement.
  • Enhancing Customer Experience: Utilising digital tools and implementing personalised services and solutions to meet evolving customer needs.
  • Building a Future-Ready Workforce: Creating an adaptive and agile workforce through continuous learning and developing skills and competencies required for the future of finance. 
  • Navigating VUCA and Global Forces: Understand how volatility, uncertainty, complexity, and ambiguity, along with major global forces, shape the banking landscape
  • Emerging Trends and Innovations: Explore the impact of fintechs, digital-only banks, and mobile payments on retail banking
  • Future-Ready Strategies and DBS Transformation: Identify strategies for thriving in rapid change and examine DBS Bank’s successful transformation journey
  • Technology Driving Innovation: how emerging technologies are enabling the development of innovative products tailored to individual needs.
  • Personalised Solutions: Discuss the benefits of customising products to align with individual preferences, financial situations, and long-term goals.
  • Addressing Security and Regulatory Concerns: Examine the security, transparency, and regulatory implications of integrating cutting-edge technologies into existing products, services and systems, ensuring consumer protection and trust.
  • Judo's Transformation Journey: From start-up to scaling personal relationships using data, insights, AI, and other platforms for seamless multi-channel engagement.
  • Industry-Wide Digital Innovation: Insights on how digital innovation, in partnership with Thoughtworks, is advancing relationship banking in business and retail segments.
  • Emerging Trends & Tools: Technologies revolutionising banking (AI, automated processing, data analytics), enhancing bankers' roles, and streamlining operations for improved efficiency and customer experience. 
  • Technology Roadmaps: Identify common challenges in implementing technology roadmaps, such as regulatory issues, legacy systems, and cybersecurity, and share best practices for overcoming them
  • Role of Sustainability: Highlight the role of leadership, corporate culture, and stakeholder engagement in driving sustainable practices across the organisation
  • Transforming Payments: Examine efforts to enhance payment infrastructure through technology, government reforms, and global standardisation, focusing on digital currencies and blockchain
  • Addressing Talent Shortages: Discuss innovative upskilling, talent acquisition, and fostering a culture of continuous learning and diversity
  • Recovery Readiness: Implementing robust contingency plans to swiftly recover from attacks and disruptions, ensuring minimal downtime and maximum operational continuity
  • Tech Architecture Review: Assessing and upgrading your tech architecture to enhance organisational resilience, mitigating vulnerabilities and bolstering defense mechanisms against future threats
  • Importance of Preparedness: Understanding the criticality of proactive measures in safeguarding your organisation's stability and reputation, emphasising the necessity of resilience in today's dynamic business landscape

Streams Start

Stream A: Future of Customer Success
13:40Enhancing Digital Experiences through Customer Journey Management
  • Architecting Seamless Channels: Explore strategies for designing and optimising digital channels to ensure a cohesive and user-friendly customer journey
  • DevOps Integration: Understand the role of DevOps in facilitating continuous improvement and innovation to enhance the digital experience for customers
  • Leveraging Data for Optimisation: Learn how analysing journey data and customer feedback can identify CX failures and optimisation opportunities to improve underperforming journeys
14:00 Lending Value Chain Experience Transformation: To Digitally-Serve the Borrower Lifecycle Moments of Truth, Post Settlement
Rama Raju
Co-Founder & CEO
Pennant Technologies
Sireesh Patnaik
Chief Product and Technology Officer
Pennant Technologies
14:20The Future of Customer Success in Banking
  • Chris Cockburn, NGM Group’s Chief Strategy and Merger Integration Officer, discusses the evolving customer success landscape in banking
  • Emphasis on balancing digital innovation with personal connections
  • Focus on NGM Group’s strategic adaptation to shifting customer expectations, community engagement, and long-term success in Australia’s regional communities
Chris Cockburn
Chief Strategy and Merger Integration Officer
NGM Group
14:40Elevating Customer Experience through Digital Services and Safety Protocols
  • Fusion of Technology and Personalisation: how banks can leverage advanced digital technologies to enhance customer experiences while maintaining a personalised touch.
  • Utilising Technology to Understand Customers: how artificial intelligence, machine learning, and data analytics can help banks understand customer preferences, anticipate needs and provide tailored solutions
  • Security Measures in the Digital Era: the evolving landscape of risk and threats in the banking sector and how organisations can implement robust safety protocols without compromising experience
15:00Afternoon Tea
15:20Changing Customer Attitudes Towards Technology and Consequent Impact on the Financial Services Industry
  • How customer attitudes towards technology and their financial services have changed over time
  • The expectations consumers now have for their chosen products and services to have seamless online and offline integration
  • How NobleOak are rising to the challenge with the introduction of new processes and products to meet customer needs
Anthony Brown
Chief Executive Officer
NobleOak
15:40Elevating the Digital Journey: A Deep Dive into Customer Experience, Services, and Engagement Strategies
  • Strategic Engagement: Effective customer engagement strategies that foster long-term relationships.
  • Digital Development: How companies are embracing digital tools and technology to enhance service offerings and streamline customer interactions.
  • Modernising Systems: Building modern platforms and systems to eliminate legacy technology, enhance customer experience and facilitate seamless integration of new programs, and tools.
16:00Panel Discussion: Maximising Customer Success Through Enhanced CX
  • Personalisation Strategies: Exploring methods for tailoring financial services to individual customer needs and preferences, enhancing satisfaction and loyalty
  • Leveraging Customer Analytics: Utilising customer analytics to gain insights into behaviour and preferences, enabling targeted marketing and proactive service offerings.
  • Educating Through Simplification: Discussing approaches to simplify complex financial information and provide bite-sized educational content to empower customers with essential knowledge for informed decision-making
Gerald Marion
Chief Officer - Member Experience, Digital and Data
HCF Australia
Mandy Mannix
Chief Executive Customer
Challenger
Amy Cunningham
Head of Digital
ING
16:30Chair's Closing Remarks
Stream B: Future of Cloud and Data
13:40Advancing Data Strategy: Cultivating Culture, Automation, and Compliance
  • Fostering Data Culture: Strategies for embedding a data-driven mindset throughout the organisation to enhance decision-making and performance.
  • Automating Decision Making: Exploring the integration of automation and self-service capabilities to streamline decision-making processes and empower stakeholders
  • Compliance and Implications: Addressing the implications of automated decision-making, data sharing frameworks, and compliance requirements within a maturing data strategy
Pieter Vorster
General Manager Data Platforms
Westpac Group
14:00Building a Future-Ready Organisation: Data Culture, Automation, and AI Vendor Selection
  • Demystifying the journey towards a data-driven culture
  • Empowering teams with technology for smarter decision-making
  • Selecting AI vendors strategically for compatibility, scalability, performance, and ethics
Jonas Katzellenbourg
(Acting) Managing Director & Partner, Australia
Concentrix
14:20A Successful Migration Story by Suncorp and What's Next?
  • How Suncorp group achieved a major milestone by migrating 90% of its technology workloads to public cloud environments
  • Learn how the migration has significantly boosted Suncorp’s performance, agility, and efficiency, offering customers improved user experiences and robust cyber security
  • Strategic partnerships with global technology providers that enabled faster service updates, cost efficiencies and collaboration
Charles Pizzato
EGM Information Technology Infrastructure
Suncorp Group
14:40 Navigating the Future through Data and AI Integration
  • Data Driven Decisions: how the integration of data and AI is informing, enhancing and reshaping decision-making processes in the banking industry.
  • Everyday Insights: the role of data analytics in providing insights into customer behaviour, market trends, and risk management.
  • Risk and Compliance: challenges and opportunities associated with using AI to enhance risk management and regulatory compliance in banking.
15:00Afternoon Tea
15:20Data-Driven Innovation: Unleashing Business Value with Analytics
  • Fostering Data Literacy: Empowering teams with the tools and skills to leverage analytics for driving business value.
  • Overcoming Complexity: Strategies for navigating data and analytics complexity to extract actionable insights.
  • Building a Data-Centric Culture: Cultivating an organisational mindset that prioritises data-driven decision-making and innovation.
15:40Safeguarding Data, Ensuring Security, and Protecting Identities
  • Customer Trust: fostering trust between FSIs and customers and the significance of transparency, reliability, and accountability in safeguarding customer data and identities.
  • Ensuring Data Security: emerging technologies for enhancing data security in operations.
  • Identity Protection in the Digital Age: Examine the challenges and solutions associated with protecting customer identities in an increasingly digitised financial services landscape.
16:00Panel Discussion: Building a Resilient Data Ecosystem in Financial Services
  • Mastering Data Migration: Best Practices, Challenges, and Real-World Insights
  • Establishing a Robust Data Foundation: Quality, Governance, and Lineage
  • Ensuring Trust and Accountability in Data Management
16:30Chair's Closing Remarks
  • Integrating AI: Strategies for incorporating AI and machine learning into everyday operations.
  • Driving Innovation: Leveraging AI and machine learning to foster innovation in the financial services sector.
  • Successful Implementation: Characteristics of successful AI integration and case studies.
  • Data Driven Decisions: innovative approaches to data management, including data insights, machine learning and predictive analytics
  • AI Applications: how artificial intelligence is reshaping traditional functions, from risk assessment and fraud detection to customer experiences
  • Challenges to Innovation: potential challenges and ethical considerations associated with the widespread adoption of transformative tools and technologies such as AI

Streams Start

Stream C: AI Implementation
11:05Exclusive Presentation by CBA
Brendan Hopper
Chief Information Officer for Technology
Commonwealth Bank of Australia
11:25The Blueprint for Effective AI Implementation
  • Successful AI Use: What are the key factors that define successful AI use in enhancing service delivery, data analysis and decision-making?
  • Ethics and Compliance: How can ethical considerations and regulatory guidelines shape and ensure the success of AI implementations?
  • Building AI Skills and Culture: What strategies and training initiatives are essential for cultivating a data-driven culture and empowering the workforce to embrace AI effectively?
11:45Fraud Fighters: How AI is Transforming Risk Management
  • Implementing AI-driven fraud detection systems
  • Leveraging machine learning for dynamic risk assessment
  • Case studies of AI-powered risk mitigation strategies in financial institution
12:05AI Ethics and Risks in Financial Services
  • Mitigating Risks: How can organisations effectively identify and mitigate risks associated with AI implementation to ensure the responsible use of AI technologies?
  • Transparency: What measures should be taken to ensure transparency and accountability in AI usage within the Financial Services Industry?
  • Staying Ahead of the Curve: How can institutions prepare for future AI challenges and trends to stay ahead in the ethical and responsible adoption of AI technologies?
12:25Credit AI-s: Redefining Underwriting with Machine Learning Insights
  • Harnessing LLMs for accurate credit scoring and underwriting
  • Enhancing underwriting processes with Gen AI-driven automation
  • Real-world examples of AI-enabled credit risk analysis and decision-making
12:45Adopting Generative AI for Enhanced Financial Services
  • Success Stories: How have Gen AI initiatives successfully enhanced customer engagement in financial services, and what lessons can be learned from these success stories?
  • Improving Delivery and Efficiency: In what ways have Gen AI applications improved service delivery and operational efficiency, and how can these benefits be further amplified?
  • Continuous Innovation: What strategies can be implemented to encourage continued innovation and adoption of Gen AI technologies in financial services, ensuring sustained improvement in customer satisfaction and industry performance?
13:10Networking Lunch
14:10AI Revolution: Transformative Disruptions and Future Prospects
  • Pace of AI Innovation: How rapid advancements in artificial intelligence and machine learning technologies are reshaping the traditional landscape of the financial services sector.
  • Operational Efficiencies and Tools: Streamlining underwriting processes, claims management, and risk assessment, leading to quicker and more accurate decision-making with new tools and technologies.
  • Overcoming Hurdles: Challenges and opportunities arising from increased reliance on AI, including concerns related to data privacy, ethical considerations, and the need for regulatory frameworks to keep pace with technological advancements.
14:30Practical AI Applications Transforming the Financial Services Industry
  • Fraud Detection and Prevention: Leveraging AI to identify and mitigate fraudulent activities in real-time.
  • Customer Service Enhancement: Utilising AI-driven chatbots and virtual assistants to improve customer interactions and support.
  • Risk Management and Predictive Analytics: Implementing AI to forecast market trends and manage financial risks effectively.
14:30Harnessing Generative AI in Financial Services: Finding the Right Tools and Solutions
  • Evaluating AI Tools: Criteria for selecting the most effective tools for financial services, including accuracy, scalability, and integration capabilities.
  • Use Cases and Applications: Real-world examples of how Gen AI can enhance financial services, from personalised customer interactions to automated decision-making.
  • Implementation Challenges and Solutions: Common obstacles in integrating generative AI into financial systems and strategies for overcoming them to ensure smooth deployment and operation.
14:50Panel Discussion: Empowering Teams: Self-Service AI and Analytics Discussion
  • Democratising Data Access: Exploring strategies for democratising data access and fostering self-service capabilities to empower teams across the organisation.
  • Enabling Self-Service Advanced AI: Discussing approaches to empower teams with self-service capabilities for accessing and utilising advanced AI tools and analytics, facilitating data-driven decision-making and innovation.
  • Establishing AI Advisory Teams: Highlighting the importance of establishing AI advisory teams within organisations to provide guidance and support for effective implementation and utilisation of AI for knowledge workers
Sudhakar Ramasamy
Digital Program Director
ANZ
15:20Chair's Closing Remarks
Stream D: AI Insights Hub
11:05Artificial intelligence: What Will New Regulation Mean for Financial Services?
  • Lessons from Europe, North America and Asia on regulating for AI
  • What leading companies in the Australian financial services sector can do to prepare for reform
  • Where the biggest risks and opportunities will lie
Ed Santow
Director of Policy & Governance @ UTS Human Technology Institute
Australian Government’s AI Expert Group | NSW AI Review Committee et al.
11:25Building the Future: Essential AI Infrastructure and Best Practices for Financial Services
  • Designing Scalable AI Infrastructure: Best practices for establishing robust AI infrastructure that supports large-scale data processing, high-performance computing, and seamless integration with existing systems.
  • Selecting and Implementing AI Tools: Key considerations for choosing the right AI tools and platforms, including compatibility, security, and performance metrics essential for financial services.
  • Governance and Best Practices: Developing effective governance frameworks and operational best practices to ensure AI solutions are implemented ethically, efficiently, and in compliance with industry regulations.
11:45Safeguarding Large Language Models: Understanding, Quality Assurance, and Future Perspectives
  • Explore the significance of Large Language Models and their impact on various sectors
  • Strategies for maintaining quality assurance for data utilised in LLMs (Large Language Models) to mitigate risks associated with biased or unreliable information
  • Discuss the future trajectory of LLMs, including the potential for individualised models and their implications for AI development and governance
12:05Empowering the Future: AI Infrastructure, Talent, and Skills
  • Optimising AI Infrastructure: Strategies for developing scalable and resilient AI infrastructure to support advanced analytics and high-performance computing in financial services.
  • Attracting and Retaining AI Talent: Best practices for sourcing, developing, and retaining top AI talent to drive innovation and maintain a competitive edge in the financial sector.
  • Developing Essential AI Skills: Identifying and cultivating the critical skills and competencies required for effective AI implementation and management within financial services organisations.
12:25An Exclusive Presentation by TMBL
Greg Nichelsen
Chief Data Analytics Officer
Teachers Mutual Bank Limited
12:45AI Models and Solutions: Sourcing, Adapting, and Innovating
  • Selecting the Right AI Models: Evaluating and choosing AI models that best align with customer needs and business objectives, ensuring effectiveness and relevance in various applications.
  • Tailored AI Solutions: Strategies for sourcing and integrating AI solutions that are customized to enhance customer experiences and meet specific business challenges.
  • Adapting to Innovations: Navigating the fast-paced evolution of AI technologies and adopting new innovations to stay competitive and continuously improve customer engagement.
13:10Networking Lunch
14:10Optimising Technical Infrastructure: Leveraging Innovative AI Tools, DevOps Practices, and Data Utilisation
  • Infrastructure Requirements: Essential technical infrastructure needs for financial services to support advanced AI tools and ensure robust, scalable, and secure operations.
  • Innovative AI Tools: Exploring cutting-edge AI tools and technologies that drive efficiency, accuracy, and innovation in financial services.
  • DevOps and Data Utilisation: Best practices for integrating DevOps with AI strategies and optimizing data utilisation to enhance operational agility and decision-making.
14:30Navigating AI Regulation: Ensuring Compliance and Staying Ahead in Financial Services
  • Evolving AI Regulations: Overview of the changing regulatory landscape around AI in financial services and the implications for compliance.
  • Strategies for Compliance: Effective approaches for organisations to ensure AI practices align with current and emerging regulations.
  • Staying Ahead of Standards: How to proactively adapt to new standards and maintain a competitive edge while integrating innovative AI solutions.
14:50Panel Discussion: AI in Finance: Navigating the Brave New World
  • Striking the Balance: Explore the challenges of implementing AI governance frameworks in finance, balancing innovation with regulatory compliance
  • Building Resilient Infrastructure: Discuss strategies for developing robust AI infrastructure to safeguard data security and privacy in the digital age
  • Revolutionising Customer Experience: Discover how AI-powered insights are transforming personalised financial services and enhancing customer experiences in the ever-evolving landscape of finance
Nick Munro
Head of Automation & Digitisation - Artificial Intelligence, Robotic and Digital Channel Experiences
Westpac Group
15:20Chair's Closing Remarks
Contact Us
For sponsorship enquiries:
Brigitte Guerin
Commercial Director
T: +61 417 678 632
E: fsisales@fstmedia.com.au
For event and marketing enquiries:
Jessica Cozanitis
Marketing Executive
T: +61 401 422 928
E: jessica.cozanitis@fstmedia.com.au
To participate as a speaker:
Murali Ramesh
Production Director
T: +61 2 8484 0904
E: murali.ramesh@fstmedia.com.au
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