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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

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

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PROGRAMME

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MONDAY, 28 October 2019

​​19:00-22:00​
​Welcome dinner​


TUESDAY, 29 October 2019

​From 08:00​
Registration & Networking Coffee​
​09:00-09:30
​Opening
  • Welcome
  • Introduction to the Day & Setting the Scene
​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 
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? 
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​
​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
  • Roundtable 2: Bank – Bank Collaboration
  • Roundtable 3: How to develop better customer engagement?
  • Roundtable 4: Regulatory: How can Policy foster Innovation?
​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. 
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 ​
Following a Guided Exchange on Participants’ Experiences and Best Practices (+/- 15 minutes)​​
​15:50-16:00

​Wrap-up & Closing​
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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