CCX FORUM: Channels & Customer Experience
16-17-18 May 2018 - London

About CCX Forum

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.

3 Days
29 Sessions
250 Seats

Speakers Download Brochure

On top of great speakers, CCX-forum offers you to meet with experts.
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.

Alina Agurida

Director, Digital Retail Banking of Raiffeisen Bank International


Mark Aldred

Head of Sales of Auriga


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.

Bilgen Aldan

CEO of Mynet


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.

Michael Anyfantakis

Head of Customer Journey Design of Lloyds Banking Group


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.

Vincent Bastid

CEO of Efma


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

CEO of Moneythor


Diana Biggs

Head of Digital Innovation of HSBC


Ghela Boskovich

Head of Fintech & Regtech Partnerships of Startupbootcamp


Jamie Campbell

Head of Awareness of Bud


Andrei Charniauski

Global Product Strategy and Market Intelligence Manager of Finastra International Limited


Cameron Craig

Deputy General Counsel, Group Head of Data Privacy, Group Legal of HSBC


Janice Diner

CEO and Founder of Horizn


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.

Roger Dooley

Author


Alberto Fernández Tome

Corporate Head of Digital Transformation of Banco Santander


Zachary Gipson

Senior Vice President, Chief Innovation Officer of USAA


Jennifer Grazel

Global Director, Linkedin Finance Vertical marketing of LinkedIn


Deniz Guven

Global Head, Design & Client Experience, Digital Banking of Standard Chartered Bank


Sophie Heller

Chief Operating Officer - Retail Banking & Services of BNP Paribas


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.

Paul Kammerer

VP Corporate Strategy & DLT Lab of Commerzbank AG


Jack L. Karavich

Head of Design of Walmart Labs


Anne Marcombe

Finance Account Director of LinkedIn


Javier Mas

Marketing Manager of CaixaBank


Rudradeb Mitra

Serial entrepreneur and AI evangelist Google Developers Mentor of University of Cambridge


Maritza Perez Bermundez

Executive Vice President of Retail Banking and Marketing of Davivienda


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.

Robert Piotr Hibner

Director, Digital Channels Department of mBank


Philippine Risch

Director Branches, ING Agents & Cash of ING Bank


Udo Roos

Director and EMEA Lead Financial Services of Microsoft


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.

Julian Sawyer

Chief Operating Officer of Starling Bank


Su Shan Tan

Managing Director - Group Head of Consumer Banking & Wealth Management of DBS Bank


Chris Skinner

Non-Executive Director of 11FS


Rubia Steiner

Departmental Manager of Digital Channels - Internet, Mobile and Intranet of Banco Bradesco


Brad Stewart

Senior Vice President, Enterprise Artificial Intelligence Solutions of Wells Fargo


Bill Sullivan

Head of Global Financial Services Market Intelligence, Senior Director of Capgemini Financial Services


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.

Guy Talmi

CMO of PayKey


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:

  • Building high profile brands
  • Planning and executing go to market strategies
  • Creating high volume sales
  • Establishing strategic partnerships

Massimo Tessitore

Head of Multichannel, Mobile Payment & E/M Commerce of Intesa Sanpaolo


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.

Radu Topliceanu

Head of Multichannel and Segments of Sberbank Europe


Radu Topliceanu is leading Sales and Distribution within Sberbank Europe, being responsible for branches network and Affluent Segment in 8 markets in Central and Eastern Europe. Prior to this, Radu led PI Customers Area (Mass and Affluent) within Raiffeisen Bank Romania, being responsible for segments development and product lines management. His expertise covers segmentation, value proposition development, product management (covering lending, liabilities and bancassurance), sales strategy and management, channels alignment and development.

He was one of the pioneers in Digital Channels, launching and managing Raiffeisen Bank’s awards wining Call Center, Internet banking and Mobile Banking. Radu is an Engineer with an MBA at Kennesaw State University and a graduate of CBA Executive Banking School in US. He has 20 years of management experience in different industries (energy, telecommunication and banking)

Karin Van Hoecke

General Manager, Mass Retail Customers of KBC Bank


Celina Waleskiewicz

Deputy CEO/Board Member covering Digital Banking, Technology & Ops of Alior Bank


Andrew White

Vice President, EMEA of Vidyo


Mark Wood

Director of Customer Journey Design, Digital Transformation BAU, Group Digita of Lloyds Banking Group


Agenda

Su Shan Tan DBS Bank Managing Director - Group Head of Consumer Banking & Wealth Management Singapore
Sophie Heller BNP Paribas Chief Operating Officer - Retail Banking & Services France
More digital, more data, demanding customer, … How is Marketing being transformed in retail banking today.
Javier Mas CaixaBank Marketing Manager Spain
Customer experience standards are setup by other players such as GAFAs, neo-banks and fintech - How to get to this level of customer interactions in retail banking, and even exceed in quality?
Roundtable thematic discussions at each table during lunch: new data privacy regulations, examples of customer experience best practices from other industries, best examples of collaboration with fintechs.

Channels stream

- The impact of emerging technologies on bank proposition - Developing proposition opportunities - Driving real innovation through testing and learning
Diana Biggs HSBC Head of Digital Innovation United Kingdom
Findings of a global survey on open banking covering the evolution of banking business models, IT architecture and approaches to talent acquisition.
Andrei Charniauski Finastra International Limited Global Product Strategy and Market Intelligence Manager United Kingdom
Our 1st year as a digital mobile-only bank - Revenue model - Building an ecosystem/marketplace - Customer experience - “Starling Pulse,” a real-time feed that displays all account activities - Future of payments
Julian Sawyer Starling Bank Chief Operating Officer United Kingdom
Round tables composed of 10 participants will brainstorm on brand new features that could be created for customers using the different bank channels. The various tables will have different themes such as: physical channels, mobile banking, internet banking, customer contact centres, ATMs, etc. Each table will distribute a summary of new functions per theme. Efma, together with an Associate Member, will analyse those new ideas via our new fintech portal, and will indicate if an idea has already been developed by a fintech, OR if it is really new. The new features will be discussed in the afternoon on day 3 in a new session.

Customer Experience stream

Member First: a legacy of service to those that have served
Zachary Gipson USAA Senior Vice President, Chief Innovation Officer USA
Data Management Platform (DMP) or audience targeting
Bilgen Aldan Mynet CEO Turkey
Round tables composed of 10 participants will brainstorm on brand new features that could be created to improve the customer experience. The various tables will have different themes such as: digital marketing, big data, AI, design thinking, etc. Each table will distribute a summary of new functions per theme. Efma, together with an Associate Member, will analyse those new ideas via our new fintech portal, and will indicate if an idea has already been developed by a fintech, OR if it is really new. The new features will be discussed in the afternoon on day 3 in a new session.

Channels stream

- What does it take to build the next generation mobile banking apps? - How to sell more through mobile - A user-centric design approach - Agile delivery model
Alina Agurida Raiffeisen Bank International Director, Digital Retail Banking Austria
- How to design mobile UX to drive customer engagement and traffic - How to convert mobile apps from a service into a sales channel - How to combine big data, UX and customer context to deliver real mobile first products
Robert Piotr Hibner mBank Director, Digital Channels Department Poland
The Video Banking Revolution - Findings of a video banking survey conducted by Vidyo, Efma and CUNA - How video banking is transforming the customer experience and driving operational efficiency - Key considerations for a successful video customer engagement strategy
Andrew White Vidyo Vice President, EMEA United Kingdom
Several 2017 Efma-Accenture innovation awards winners and nominees will be presenting their innovations. Presentations will be short (maximum 10min) and will get to the essential: concrete results, demo, … Confirmed winners: “Augmented Agricultural Banking App” from DenizBank Winner in the category “Best New Product or Service” “ISP Digital Learning – Portal and Smartphone App to Learn Anytime, Anywhere” from Intesa Sanpaolo Winner in the category “Workforce Empowerment & behavior” Others to follow
Efma is making sure interesting fintech exhibit during the CCX forum in the fintech village. Different gamification approaches will be proposed to visit the fintech village, including a best-of-show contest

Customer Experience stream

- Building an effective digital transformation strategy - Being customer-focused in the new digital environment - The future role of the branch and its fit with the digital strategy of retail banks
Celina Waleskiewicz Alior Bank Deputy CEO/Board Member covering Digital Banking, Technology & Ops Poland
How KBC stays in the sweet spot of long term winners. How we create a user experience that makes our customers smile : -)
Karin Van Hoecke KBC Bank General Manager, Mass Retail Customers Belgium
Several 2017 Efma-Accenture innovation awards winners and nominees will be presenting their innovations. Presentations will be short (maximum 10min) and will get to the essential: concrete results, demo, … Confirmed winners: “KBC’s My car – driving customer experience in car loans” from KBC Bank Winner in the category “Customer Experience & Engagement” Others to follow.
Efma is making sure interesting fintech exhibit during the CCX forum in the fintech village. Different gamification approaches will be proposed to visit the fintech village, including a best-of-show contest
Roundtable thematic discussions at each table during lunch: new data privacy regulations, examples of customer experience best practices from other industries, best examples of collaboration with fintechs
Bill Sullivan Capgemini Financial Services Head of Global Financial Services Market Intelligence, Senior Director USA
Vincent Bastid Efma CEO France
Bill Sullivan Capgemini Financial Services Head of Global Financial Services Market Intelligence, Senior Director USA
Chris Skinner 11FS Non-Executive Director UK
First bulk of 3 FinTechs will come on stage to present their solutions 5mn pitches and 5mn Q&A from the crowd
Anne Marcombe LinkedIn Finance Account Director France
Second bulk of 3 FinTechs will come on stage to present their solutions 5mn pitches and 5mn Q&A from the crowd.
Ghela Boskovich Startupbootcamp Head of Fintech & Regtech Partnerships UK
All 6 FinTechs will come back on stage to pitch their solutions for 1 minute. Then attendees will vote for the Best FinTech 2018 – Crowd’s Choice Award on site via an interactive voting system.
Panel discussion moderated by Elias Ghanem
Jennifer Grazel LinkedIn Global Director, Linkedin Finance Vertical marketing USA
Jamie Campbell Bud Head of Awareness UK
Ghela Boskovich Startupbootcamp Head of Fintech & Regtech Partnerships UK

Channels stream

- Standard Chartered in digital - A day without money - New business models for connected customers
Deniz Guven Standard Chartered Bank Global Head, Design & Client Experience, Digital Banking Singapore
- Rethinking multichannel interactions to eliminate customer hassles - Driving transformation through customer journey management
Massimo Tessitore Intesa Sanpaolo Head of Multichannel, Mobile Payment & E/M Commerce Italy
Philippine Risch ING Bank Director Branches, ING Agents & Cash Netherlands
Alberto Fernández Tome Banco Santander Corporate Head of Digital Transformation Spain
Efma is making sure interesting fintech exhibit during the CCX forum in the fintech village. Different gamification approaches will be proposed to visit the fintech village, including a best-of-show contest.

Customer Experience stream

- How is the UK’s largest retail bank transforming itself, to survive and succeed in the new digital era? - How do we use agile, experiments, labs and model offices to incrementally deliver customer value? - How are we exploiting Artificial Intelligence, machine learning and robotics to re-invent digital interactions?
Michael Anyfantakis Lloyds Banking Group Head of Customer Journey Design – Commercial United Kingdom
Mark Wood Lloyds Banking Group Director of Customer Journey Design, Digital Transformation BAU, Group Digital United Kingdom
Based on one of the industry’s largest surveys, with answers from over 16,000 customers across 32 countries and more than 140 in-depth executive interviews, the report examines the latest customer experience trends.
Bill Sullivan Capgemini Financial Services Head of Global Financial Services Market Intelligence, Senior Director USA
AI at Bradesco - This presentation will explore AI usage for our customers through our mobile app. - How we started our journey, challenges and results.
Rubia Steiner Banco Bradesco Departmental Manager of Digital Channels - Internet, Mobile and Intranet Brazil
Brad Stewart Wells Fargo Senior Vice President, Enterprise Artificial Intelligence Solutions USA
How can Machine Learning be successfully applied in Retail Banking.
Rudradeb Mitra University of Cambridge Serial entrepreneur and AI evangelist Google Developers Mentor UK
How to achieve greater marketing success while spending less money? The techniques described are all science-based, with a focus on neuroscience and behavior research.
Roger Dooley Author USA
On day 1, possible new features were discussed during round tables. On day 3, debates will be organised between bankers and fintechs to discuss these new ideas.

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Frequently Asked Questions

While you are making your registration you are able to pay directly by credit card on our secure website or to ask for an invoice to pay as soon as it is sent to you.
Good news! We offer discount prices from 3 people registering from the same institution. For more details do not hesitate to contact registration@efma.com
Please refer to the Cancellation Policy mentionned below.

This event is essential for banks that want to deliver the experience tomorrow’s customers expect. Choose a package and book your place now to make sure you won’t miss out!

From 800
1 Day Pass

  • Rich content in parallel streams
  • Top level bankers & experts
  • Co-creation workshops
  • 1-1 meetings with experts
  • ... and many more!

From 1600
2 Day Pass

  • Rich content in parallel streams
  • Top level bankers & experts
  • Co-creation workshops
  • 1-1 meetings with experts
  • ... and many more!

From 2400
3 Day Pass

  • Rich content in parallel streams
  • Top level bankers & experts
  • Co-creation workshops
  • 1-1 meetings with experts
  • ... and many more!

Venue info

Address: Grange Tower Bridge Hotel, 45 Prescot St, London E1 8GP, United Kingdom

Contact: +33 1 47 42 52 72

Mail: jezabel@efma.com