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Customer Engagement, Data & Partnerships – How to get the most out of new technologies?

 Innovation workshop in Santo Domingo 
& 25th WSBI Latin America and Caribbean Regional Group (GRULAC) Annual Assembly

28-30 October 2019

VenueSalón Piantini JW Marriott Santo Domingo,  Winston Churchill Avenue No. 93, Ensanche Piantini, Santo Domingo  10501 Dominican Republic​​


PROGRAMME



MONDAY, 28 October 2019

​​19:00-22:00​
Welcome dinner​
Restaurante La Cassina
Address: Av. Roberto Pastoriza 504, Santo Domingo 10147, República Dominicana​


TUESDAY, 29 October 2019

​From 08:00​
Registration & Networking Coffee​
​09:00-09:30
​Opening & Welcome
  • Opening by Diego Prieto, GRULAC chairman and President of Banco Caja Social
  • Introduction to the Day & Setting the Scene by Aimée Suarez, Senior Adviser, WSBI-ESBG
​09:30-10:15
​Leveraging open innovation and data to improve customer experience

Digital journey, outcome and learnings, insights into data (AI, analytics, data management…) and open innovation programmes 
  • Alejandro de Oleza, Director de ATM Business & OnBoarding, CaixaBank ​
Following a Guided Exchange on Participants’ Experiences and Best Practices (+/- 15 minutes)
​10:15-11:00
From disruption to collaboration, fostering collaboration between banks and Fintech Startups to remain customer centric

Going beyond the pitching stage, overcoming hurdles, how to foster collaboration and making it happen? 
  • Jorge Vargas, Managing partner, Finext.do / Venture.do 
Following a Guided Roundtable Exchange on Participants’ Experiences and Best Practices (+/- 15 minutes)
​11:00-11:25
Coffee Break
​​11:25-11:35
Regulatory snapshot: policy perspective on regulation fostering innovation and financial technology​
  • Ricardo Toranzo, Fintech / De-risking Project Consultant, ASBA 
​11:35-12:45
Breakout Session: Workgroup Discussions 

Participants will split into workgroups and will be given a specific disruption area / business segment to discuss in depth – which trends are affecting banking, challenges that need to be overcome for innovation to thrive and steps ahead to provide customers with value-added offers​​

  • Roundtable 1: Bank – Startup Collaboration
    Moderator: Marlenne Then, GCS Systems

  • Roundtable 2: Bank – Bank Collaboration
    Moderator: Ernesto Pacheco, Fedecrédito

  • Roundtable 3: How to develop better customer engagement?
    Moderator: Icelsa Diaz, APAP

  • Roundtable 4: Regulatory: How can Policy foster Innovation?
    Moderator: Alejandro Fernández W., Argentarium

  • Roundtable 5: Legacy systems: the pink elephant in the room
    Moderator: Diego Prieto, Banco Caja Social
​12:45-13:45
Lunch
​13:45-14:40​
How to create customer engagement and centricity – which services to build for customers and how to get better insights on their needs? 

Channels, customer insights and targeting, creating engagement and relevant offers, partnerships and open banking. 
  • Albert Morales, VP Product Management, Strands 
Following a Guided Exchange on Participants’ Experiences and Best Practices (+/- 15 minutes)
​14:40-15:50
Deep dive session on digital onboarding and authentication​

Reaping new opportunities of digital identity (e-KYC, biometrics) to enable better customer engagement while ensuring a regulatory enabling environment and security – panel discussion gathering different viewpoints ​

Moderator: Inés Páez
, Directora Ejecutiva, Adofintech 
  • Alejandro de Oleza, Director de ATM Business & OnBoarding, CaixaBank  
  • Xavier Codó, Vicepresidente y Director General de Mitek Iberia & LATAM 
Following a Guided Exchange on Participants’ Experiences and Best Practices (+/- 15 minutes)
15:50-16:00

Wrap-up & Closing​




WEDNESDAY, 30 October 2019 (only for GRULAC members)

​09:00-13:00​
25th WSBI Latin America and Caribbean Regional Group Annual Assembly 

Venue: Asociación Popular de Ahorros y Préstamos (APAP), Oficina Principal