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Programme

Programme

​​​​​​22nd WSBI Latin America and the Caribbean Regional Group (GRULAC) Meeting

​24/7 customer service, presence anywhere, anytime


 

Day 1: Tuesday, 11 October 2016

07.30-9.00 am Registration

​​09.00 – 10.00 am OPENING CEREMONY

Opening of the 22nd Meeting of the Latin America and the Caribbean Regional Group of the World Savings and Retail Banking Institute (WSBI)

• High-level representative from the local authorities (Government)

• Mario Rojas, General Manager, Caja de Ahorros de Panamá

• Heinrich Haasis, President of the World Savings and Retail Banking Institute (WSBI) 

​• Diego Prieto, President of the WSBI Latin America and the Caribbean Regional Group and President of Banco Caja Social, Colombia

 

10.00-10.45 am Setting the scene

10.00 -10.30 am Keynote speech on the evolving challenges in the retail banking world today delivered by high-level representative of the local authorities

Gustavo Adolfo Villa, Secretary General, Superintendencia de Bancos de Panamá
 

High-level Panel discussion

How the digital "new normal" can help banks bring people out of the financial wilderness and into the formal financial sector.

Moderator: Diego Prieto, President of the WSBI Latin America and the Caribbean Regional Group and President of Banco Caja Social, Colombia
 

  • Gustavo Adolfo Villa, Secretario General, Superintendencia de Bancos de Panamá
  • Chris de Noose,  WSBI Managing Director
  • Mario Rojas, General Manager, Caja de Ahorros de Panamá

 

10.30-11.00 pm Group Photo + Coffee Break

11.00-12.10 pm Session 1: Expanding outreach

The session will survey thriving national financial inclusion strategies, showcasing what works and what doesn't. It will also explore the regulatory framework and operating environment challenges, access, and infrastructure needed to have in place a financial inclusion friendly market.  AML/CFT compliance will also be touched on, notably its compatibility with easing the Know-Your-Customer requirements, including e-identity and biometric identification, to advance financial inclusion. Financial education and consumer protection will have center stage in the discussions/debates.  The session closes out with a look at opportunities in serving specific segments, such as women, children and youth, indigenous groups, people with disabilities, migrants.

Moderator: Hugo Santaromita, Communicator, publisher and editor, Grupo Pauta

 

  • Joseph Delhaye, Deputy Director, BCEE, Luxemburg
  • Ana Lucía Pinto, Head of International Cooperation and Projects, Federación Peruana de Cajas Municipales de Ahorro y Crédito (FEPCMAC), Peru
  • René Maldonado G., Coordinador del Programa de Remesas e Inclusión Financiera, Centre for Latin American Monetary Studies (CEMLA), Mexico
  • Edwin Matul, Market Risk Director, Advisor to the President and the Management, Banrural, Guatemala
  • Federico Zentner, Alternative Channels and Cards Executive Manager, Caja de Ahorros de Panamá

 

12.10-13.30 pm Lunch


13.30-15.10 pm Session 2: In-house customer-centric strategies 

Offering a diversified range of products and services supported by technology is important. Customer-centricity goes beyond product or channel-centricity But offering customized service requires a deep understanding of how customers make financial decisions. That requires understanding the client and to be able to communicate in the same language. Implementing a culture of change, innovation methods within the bank's organizational culture is a must, buttressed by human capital skills to meet customers banking needs and the digital revolution. Big data and small data analysis is also a step change, improving customer-centricity and helping banks better know what customers want. Questions to address at the session are: What makes bank operations profitable and efficient while setting a course to “bank” (the unbanked)? Which key strategic indicators show how customer-centric an organization’s strategy is? What opportunities are emerging from partnerships with “FinTechs”?

Keynote speech - Digital Banking: customer interface channel of the future - Miguel Caldentey, Socio FSO Consulting | North Region, Ernst & Young

Moderator: Miguel Caldentey, Socio FSO Consulting | North Region, Ernst & Young

  • David Caballero, Sales and Service Quality Deputy Executive Manager, Caja de Ahorros de Panamá

 

  • Anne Fat Choi, Director of Business Intelligence, Grupo Banreservas, Dominican Republic

 

  • Miguel Huertas, Vicepresident of Marketing and advertisement, Cable & Wireless Panama, S.A.

 

  • Diego Prieto Rivera, President, Banco Caja Social, Colombia

     

    15.10-15.30 pm Coffee-break

     

    15.30-17.00 pm Session 3: 24/7 customer service, presence anywhere, anytime

    Banks are increasingly seeking channel omnipresence, seamless quality of service and customer experience across channels. To achieve this, Cyber-security is crucial, especially in a time where digital channels are becoming more frequently used, such as apps and internet access. Millennials are more and more a factor, as their financial decisions and the way they use financial services is different from previous generations. So, what makes some banks that offer the same services different when it comes to client experience? Can using the Customer Journey to Create Brand Differentiation help? Can one Uber-transform a banking business?

    KEYNOTE SPEECH - The digital transformation of payments - Agustín Márquez Dorsch, Deputy General Director, CecaBank, Spain

    Moderator: Álvaro Naranjo ValenciaSenior Vice President of Asset Management, Geneva Asset Management

    • Rudy Araujo, Secretary General, Association of Banking Supervisors of The Americas (ASBA), Mexico
    • Jacques Deraucourt, Director CCA Ipsos Loyalty, Argentina

     

    6.30-10.00 pm Social Program and Welcome Reception
     Tour, dinner at the American Trade Hotel and cultural show in Paseo Las Bovedas

     

    Day 2: Wednesday, 12 October 2016


     09.00 - 11.00am Session 4: WSBI Institutional Agenda

     
    · Presentation of WSBI Advisory Services and Virtual Tour of the WSBI-ESBG Online Community by WSBI Chris De Noose, WSBI Managing Director

    · WSBI Achievements and Perspectives presented by Aimée Suarez, WSBI Senior Advisor International and Institutional Relations for Latin America and the Caribbean

    · Discussion among members moderated by Diego Prieto, President of the WSBI Latin America and the Caribbean Regional Group and President of Banco Caja Social, Colombia. 
      

    11.00 - 11.30am - COFFEE BREAK
     
    11.30 - 12.30pm  Celebration of WSBI World Savings Day

     
    · Remarks on the World Savings Day by Chris De Noose, WSBI Managing Director

    · Presentation of the Report: "Savings for development: How Latin America and the Caribbean can save more and better?" Development in the Americas (DIA) 2016 publication, Inter-American Development Bank

     
    Presented by one of the editors and IDB Lead Economist Eduardo Cavallo

    · Q&A session
     
     
    12.30 - 12.45pm  Closing remarks
     
    • Chris De Noose, WSBI Managing Director
    • Mario Rojas, General Manager, Caja de Ahorros de Panamá
    Signature of cooperation agreement between WSBI - Caja de Ahorros -  Sparkassenstiftung
     
     12.45 - 14.00 pm Closing lunch and Special show


     

    Communication - institutional & commercial; Financial education; Savings mobilization