Venue: Sheraton Hotel & Convention Center | Lima, Perú
“Digitised retail banking anywhere, anytime and anyhow"
Digital transformation is less about a single person and more about bringing together a coalition of power, skills and vision that can jointly initiate the wave of transformation. In banking this is even more so, as it is a highly regulated industry. Likewise, it is very important for the leadership of financial institutions to support the transformation of the bank. It is also imperative that any kind of transformation is handled in a 360º dimension of the financial institution. It is a matter of the different teams (human resources, legal, integral risk management, audit, to name a few) working together to build a digital strategy that works both for the customer´s convenience as well as to ensure customer´s protection and data security in a highly connected digital financial services environment. The session will review and rethink leadership, business models and the way things are done, whilst also bringing the double bottom line dimension.
Moderator: Joel Siancas Ramírez, President of Caja Sullana, S. A., Peru
Ominipresence is the new normal when it comes to banking, says Chris de Noose, WSBI's Managing Director. Financial institutions seek to become more efficient by leveraging their performance with the help of technology. There has been a strong shift to digital platforms to interact with customers. Mobile is more and more taking the lead. In the process of transformation, we not only change the way products are designed and brought to the market, but also how banks are dealing with innovation itself in terms of process, whilst becoming a more digital business. To reach the customer on their preferred interaction with financial services, banks are resorting to big data, artificial intelligence, APIs and open banking at large, e-identity, biometrics, digital on-boarding, to name a few trends. The continued revamp of the back office is a must as the demand is high and customers banking needs are evolving fast. This session will look into how these back-office banking trends are used to optimise customers experience and services. Panellists will also share their experiences of obstacles and opportunities to meet this challenge, not to mention the mission of financial and social inclusion of the most vulnerable segments.
Moderator: Sonia Arenaza, Regional Lead, Latin America and the Caribbean at Better Than Cash Alliance (BTCA), USA/Peru
Having the two previous sessions in mind, inevitably the branch´s role is deemed to evolve. This implies rethinking the use of bank branches, while achieving deep knowledge on the behaviour of our customers. Is not a matter of losing face to face contact, but rather to enable customers to initiate any kind of request remotely, even if this is something as simple as an appointment at the branch. People are rapidly changing the way they interact with financial services. Customer need to feel in control of their banking relationship and be confident that there is person behind the banking relationship every step of the way, if desired. This session will explore a series of best practices from our members and experts to illustrate this evolution. It will also address how we maintain an innovative service offering for both current and future generations.
Moderator: Joan Rosás Xicota, Head of Relations with International Institutions, CaixaBank, Spain