Future started yesterday and CX & channels professionals need to shift to the new banking normal. In this rapidly evolving environment finding new ways to innovate and deliver seamless Customer Experience across cutting edge digital Channels can be tricky. The CCX Forum will turn your challenges into opportunities.
This is part of the new experience we are now offering in our flagship conferences: When you complete your registration you are free to choose the domain of expertise and the right expert(s) to answer your own question. At CCX-Forum you can meet up to 3 experts during one-to-one meetings. Expert may be peers working in a bank or insurance companies, Efma senior advisors, speakers, partner IT and consulting expert. You’ll be able to see their bio and make your mind or skip that step and complete your registration without expert meeting.
Ms. Sophie Heller has been Chief Operating Officer of Retail Banking & Services at BNP Paribas SA since July 4, 2016. Ms. Heller’s main task is to help the various BNP Paribas Retail banking businesses to transition their business models, enhancing the customer experience through greater use of digital tools and channels. Her major focus is to develop new, more personalised products and services that also offer the customer simplicity of use.
Janice Diner is the CEO and Founder of Horizn, launching the company 6 years ago with global technology brands. Her creative vision and determination led to the development of a self-funded, profitable, world-class SaaS company. Horizn is a growth stage company with a high-performance Knowledge Platform that operates globally aiding companies in over 40+ countries and 15 languages. The Horizn Knowledge platform helps financial institutions and technology companies dramatically accelerate digital and mobile adoption.
Janice spent the early part of her career in leading Agency roles blending senior creative leadership with business technology. She is an award winning Creative Director, an accomplished speaker, a pioneer agency brand builder and was part of the original Canadian Facebook team. Janice served as an advisor at the MaRS Discovery District helping early stage tech companies commercialize, she is a board director for the SheEO and served as a judge for the Cannes Advertising Lions.
Bilgen ALDAN, Akbank Alternative Access Channels Marketing Vice President Bilgen Aldan started her career in Garanti Bank, after receiving her bachelor degree at Industrial Engineering department, Bogazici University.
Aldan was responsible for internet banking, mobile banking, mobile financial services and alternative delivery channels marketing activities of Garanti Bank. In 2005, Aldan proceeded in her career in Turcell, one of the leading GSM operator in Turkey, as Digital Media Manager.
She launched turkcell-im service and executed marketing activities. She proceeded her career in Turkcell as internet services manager. After leading marketing operations of 3G project, Aldan started to work as Alternative Access Channels Marketing and Mobile Banking Vice President at Akbank TAS in February, 2011. Together with internet banking, telephone banking, ATM, digital and social media, Aldan also leads mobile banking team. In addition to digital marketing activities such as Run-to-Red that was commended to number of marketing awards, she carries on her enthusiastic work with innovative applications like Send Money and Akbank Direct.
Mark Aldred joined Auriga International during 2015 as Head of Sales based in its UK office. He has more than 25 years’ experience in the sector, focusing throughout that time on the electronic delivery of financial services. Mark has held sales and leadership roles in leading Fintech companies, including ACI, Clear2Pay and Unisys.
He has built and managed strategic relationships with Banks and other stakeholders across the Region and has developed markets for established businesses and start-ups alike.
As Product Owner, Tomek has been responsible for delivering solutions for banks and FI’s such as mBank, BZ WBK (Santander Group) or Credit Agricole. His main field of interest is digitalization of processes, multichannel communication and efficient customer journey.
Tomek has over 15 years of experience at various positions. He actively supports improving Consdata’s flagship project – eximee platform.
A talented and experienced advisor, who is successfully enabling senior banking executives build their digital organisations and transform customer journeys, delivering truly valuable and profitable services to their customers.
Michael helps bring together business and technology teams to rapidly design, deliver and evolve new digital products and services using service design and agile principles and methods. He is actively engaging with the digital and Fintech community through participation and contribution in key industry conferences and events.
A team leader and motivator, Michael is highly recognised for his customer focus, his ability to drive the right business decisions in challenging situations, his capacity to deliver complex technology solutions and achieve critical business goals.
Michael is currently Head of Customer Journey Design for Commercial Banking at LBG, having previously setup EY’s Digital Transformation Advisory practice for FS Technology and advised large financial institutions in developing innovative digital propositions, shaping their roadmaps and delivering their digital transformation programmes.
Prior to this, Michael directed teams responsible for defining, setting up and delivering major business and technology transformation programmes and successfully undertook solution architecture delivery roles in large and complex enterprise system replacement projects, across the Financial Services industry, working for IBM and PwC Consulting.
As CEO of Efma, Vincent Bastid is responsible for leading the organisation and setting its strategic direction, to maximise the benefits for its 3,300 retail financial services members, the largest retail banking network in the world.
He joined the business in 2015, bringing a huge amount of industry high tech and finance industry experience. Immediately prior to joining Efma, he was Head of Benchmark and Prospective for the retail banking distribution at BNP Paribas, where he identified new revenue streams and service models based on cutting edge technologies.
Vincent also spent more than 20 years at American high tech companies: ten years at Microsoft, leading marketing in education, finance, retail and services industries in France; three years at Apple Europe; and ten years at Texas Instruments, where he was in charge of the worldwide strategy for consumer products. Vincent graduated from business school and gives lectures (HEC). He has also written a number of mathematics and programming books for students.
Olivier Berthier is the CEO and co-founder of Moneythor, a fintech company based in Singapore & Paris specialised in digital banking and customer analytics. He is a seasoned professional with 20 years of experience in banking technology and entrepreneurship.
Prior to Moneythor, Olivier was global solutions director at Misys (now Finastra), one of the leading banking software providers and the founder and CEO of NEOMAlogic, a company specialised in the development of innovative solutions for corporates and banks. He started his career as a project manager at BNP Paribas and holds a MSc degree in computer science and applied mathematics.
James has a career spanning more than 25 years in major Financial Services transformation initiatives and technologies, focussing on next generation Solutions, Operational Agility and IT change across Europe, the Americas and Asia Pacific. He heads up the European region for infosys’ banking product set, Finacle where rapid changes in banking architectures and technologies are being reflected in Infosys’ offerings. James is also active in the Banking Industry standard group BIAN chairing their Strategic Advisory Board. the sales, programming enablement and delivery of International Banking Operations and IT.
Marcin Dzienniak is Director of Sales and Support Application Development Department at PKO Bank Polski. Marcin has a deep expertise in digital transformation, digital marketing, front-end application, data warehousing, business intelligence & advance data analytics in the financial services industry. Prior PKO Bank Polski, Marcin has worked as Principal at The Boston Consulting Group and Senior Manager at Accenture. Marcin graduated Information Science & Econometrics and Finance and Banking at the University of Economics in Cracow and Executive Leadership Development Programme at the
Business attitude: A business has to be involving, it has to be fun, and it has to exercise your creative instincts.
Yves is the CEO of TagPay Inc., a French FinTech that has developed TagPay, a mobile-centric core banking system.
With 20 years of experience in the payment industry, including 10 years as Head of Innovation at Schlumberger/Gemalto, in the smartcard division, Yves is a recognized expert in electronic transactions.
The TagPay CBS allows banks to build mobile digital banking products, at very low coast and with a very fast time to market. Freed from IT, the bank’s marketing team can easily launch pilots, adjust the product, and scale.
TagPay has developed universal sound payment technology called NSDT™ that turns any phone into a contactless payment tool. It is a central element of the TagPay CBS.
Banks that use the TagPay CBS benefit from its open architecture and APIs to connect with different actors of the local economy. With operations in real time, the TagPay client bank builds a network of agents that facilitates mobile financial transactions.
TagPay is now installed in 20+ countries and plays a central role in financial inclusion initiatives in Africa, Latin America and South East Asia.
Maciej is currently Head of Sales for Consdata, innovative software company, based in Poznań, Poland, specializing in modernizing banks and financial institutions. In this role, he is responsible for international sales of eximee™Platform, the flagship product that enables digital transformation of sales and after sales service in banks and FIs.
Maciej has 26 years practice in sales and client services, and is banking „insider” with 18 years experience, ranging from retail to corporate banking, gained at multinational banks, including Creditanstalt, ABN Amro, HVB/UniCredit and HSBC. Maciej was a key member of the senior management team responsible for the successful merger of two national banks, with responsibility for two strategic corporate banking projects. He has been instrumental in designing and implementing new sales structures and processes for the newly merged bank (Poland’s 3rd largest).
Maciej holds an MSc in Art History from Adam Mickiewicz University in Poznań and has graduated from the Banking and the Capital Markets studies from WSB University in Poznań.
Industrial Engineer from Universidad Javeriana, with a major in Finance and Banking from Universidad de los Andes.
She joined Grupo Empresarial Bolívar through Delta Bolívar, holding the positions of Commercial and Marketing Manager, Assistant to the President, Director of Credit and Credit Professional.
Since 2007 she has served as Executive Vice President of Retail Banking and Marketing at Banco Davivienda. Before this she held various senior positions at the bank such as Assistant to the President of Personal Credit, Business Director of Personal Credit, Director of Marketing and Advertising and National Director of Personal Credit. She has led and created work teams in designing and developing corporate strategies for the mergers of Davivienda with Bancafé and Bansuperior as well as for the process of issuing shares for the acquisition of HSBC Bank in Costa Rica, Honduras and El Salvador.
Her experience in the financial sector covers marketing, strategic planning, research and development of financial products and services, and implementation of credit risk management projects for personal banking.
Udo Roos is Director and EMEA (Europe, Middle East & Africa) Lead Financial Services for Microsoft Dynamics. He has a 20-years track record in the Financial Services Industry having worked for Management Consulting, Banking and Insurance companies and for the Software Industry.
Udo started his career in 1988 as Bank accountant at Commerzbank. After his graduation as Master of Business Administration at University of Bayreuth and Diplômé at Kedge Business School Bordeaux he worked for the Gothaer Insurance Goup as Product Manager Life Insurance. He further led the Corporate Market Research team and was member of the EUREKO Committee for Database Marketing. In 1999 he joined Steria Mummert Consulting and served as Senior Consultant for CRM Strategy, Internet Sales and Data Mining Projects. He conducted a European CRM Benchmarking study for Banking, Insurance, Telecommunication and Utilities.
In 2002 Udo joined SAP and set up the Business Consulting Practice for Financial Services. He held functions as Business Manager and Member of Steering Committees, Chief Value Architect Banking, Sales Manager Banking France and in 2008 he became Vice President Financial Services Industries for the EMEA Region. Udo joined Microsoft in 2015 and has been working as EMEA Lead Financial Services for Microsoft Dynamics.
He is married, has two children and lives in Hamburg.
Michał is a Product Owner in Consdata, innovative software company based in Poznań, Poland, providing digital solutions to banks and financial institutions. As Product Owner Michał shapes eximee (TM) Platform, the flagship product that enables digital transformation of sales and after sales service in banks and FIs.
Michał has 10 years expirence in multichannel form-based communication between banks and their clients. Michał played key role in eximee (TM) Platform deployment in mBank, Bank Zachodni WBK and PKO Bank Polski.
Bill Sullivan is the Global Head of Capgemini’s Financial Services Market Intelligence Group. He is responsible for Capgemini’s global portfolio of financial services thought leadership and oversees a team of strategy consultants and sector analysts who bring together a wide range of strategic research and analysis capabilities to help Capgemini’s financial services clients across the globe to address complex, strategic issues.
He has over 15 years of strategy and transformation consulting experience in the Financial Services sector having both worked and lived in the U.S., Europe, and Asia. Over the past two decades, Bill has overseen the development of some of the industry’s most recognized and leading thought leadership, including the World Wealth Report, Asia-Pacific Wealth Report, World Retail Banking Report, and World Insurance Report.
He was recently named to Financial Brand’s “FinServ25: Most Influential Voices in Banking” and serves on the panel of judges for the “PWM/The Banker Global Private Banking Awards.” Before running the Market Intelligence team in India and the U.S, Bill held a variety of global roles including overseeing Capgemini’s Global Wealth Management Center of Excellence, leading Capgemini’s Global Financial Services Lab in Paris, France, and managing the Americas’ Strategic Research Group based in Cambridge, Massachusetts.
Bill was born in Boston, Massachusetts and graduated with a degree in Economics and Psychology from Tufts University in Medford, Massachusetts. He currently resides in Virginia with his wife and two daughters after living and working in Hyderabad, India from 2009 through 2012. You can follow Bill on Twitter (@WFSullivan3) and LinkedIn.
A seasoned executive with 20 years’ experience in global marketing, sales and business development. Currently Leading the strategy, marketing and product management of PayKey, a fintech startup providing banks with a Social Banking Solution.
Diverse experience and deep knowledge in Mobile Technologies, Financial Services, Online & Offline Marketing. Excellent track record of:
Massimo Tessitore has a wide experience in the banking sector, built upon an international academic background. After graduating in Engineering at the Politecnico di Torino, he started his career at Sanpaolo IMI.
He then studied for a year at the San Diego University, California, before moving to Accenture and later to Oliver Wyman as Partner, in charge of the Retail Banking practice in Italy. Joining Intesa Sanpaolo in 2012, as a member of the CEO’s staff, he directed the transformation program of the Banca dei Territori Division.
In July 2013 he was appointed Head of the Planning and control, Quality, Control and Complaints Unit, where he guided the bank towards its multichannel evolution. Massimo Tessitore is Head Of Multichannel, Mobile Payment & E/M Commerce since November 2014, where he focuses on retail banking and works on strategic projects that aim to reshape and innovate the way Intesa Sanpaolo serves its customers, around 11 million in Italy, including families and small businesses.
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