The Agenda

18 March 2010, Thursday (Day 1)
7.30 am-8.30am Registration
8.30am-10.00am Welcome note
Philippe Paillart, Chairman, Excellence in Retail Banking Programme
Emmanuel Daniel, President & CEO, The Asian Banker

Opening keynote

“Transformational shifts in brand value in the Retail Banking Business today.”

An indepth presentation from Jonathan Chajet, Asia Pacific Strategy Director, Interbrand. with a discussion involving Douglas Berlon, GallupGlobal Practice Leader for the Financial Services Industry and others.

10.00am-10.30am Coffee/ Tea Break
10.30am-12.30pm The 2010 Heads of Retail Annual Meeting

This tight meeting is designed for heads of retail banking from the largest number of countries assembled annually to compare notes and take stock of evolving trends from each other. The meeting is chaired

The issues slated for discussion at this year’s annual meeting are chosen from a range of global issues affecting the industry as a whole:

  1. Presentation of the key findings from the Excellence evaluation of retail banks in the Asia Pacific region for 2009
  2. How should banks deal with the general trend in price compression on payment and fee-based products, both by regulators and through competition
  3. What are we learning from the more recent successful experiments in mobile and internet banking?
  4. Outlook for competition in the priority banking space and likely risk scenarios based on current global trends
  5. An update on branch transformation and branch banking and the impact of automation on customer service
Dialogue chaired by Emmanuel Daniel, President & CEO, The Asian Banker, co-chaired by Philippe Paillart, Executive Director of Standard Chartered Bank. Moderated by Chris Kapfer, Associate Director, The Asian Banker
  Tactical Workshop Sessions

The Tactical Sessions are designed as an opportunity to keep up with recent tactical ideas from outstanding workshop leaders share case studies of banks on specific key areas of concern to the retail banking industry. It will also feature case studies of banks that have demonstrated leadership in the past year.


1.  The Use of Digital Social Networking in the Retail Banking Business.

This session will discuss challenges in building trust and customer engagement in today’s society.

Brett King, Author of BANK 2.0 and Managing Principal, User Strategy,*Moderated byPeter Hoflich, Managing Editor, The Asian Banker

2. “Mobile Banking for 2010 and beyond, revolutionary or disruptive?

The impact and challenges of adoption, management and qualifying such business model.

* Chris Reitermann, Head of OgilvyOne, China, Ogilvy & Mather. Moderated by Varun Sabhlok, Director, AVS Venture.  

3. Behavioral Economics and Relationship Banking

With global competition increasing and product differentiation more difficult, the path to economic success is driven through a complete and consistent understanding of marketplace and employee behaviors. This session will define the key principles and discuss how to understand and use these key economic drivers to improve your bank's bottom line.

Douglas Berlon, GallupGlobal Practice Leader for the Financial Services Industry. Moderated by Varun Sabhlok, Director, AVS Venture.

4. Customer Service Excellence though open plan banking.

Senior Representative from Accenture. Moderated by Peter Hoflich, Managing Editor, The Asian Banker                                 
12.30pm-2.00pm Luncheon
For all delegates
Private Luncheon for delegates of the Heads of Retail Meeting
2.00pm-4.00pm Leading Banks Presentations

We will be featuring presentations from the following banks that have demonstrated excellence in strategy, implementation and execution in important tactical areas of the bank:

  • Creating sustainable customer relationships by changing compensation and remuneration practices
  • By OCBC (Singapore)
  • Successfully marketing a new credit card proposition with social media
  • By Alliance Bank (Malaysia)
  • Achieving exclusive brand presence in the mortgage business by offering rich functionalities and planning tools around the buying process
  • By Commonwealth Bank of Australia
  • Building a market leading position in wealth management
  • By National Australia Bank (Australia)
  • Creating a powerful Mobile Phone Banking proposition to achieve high usage volume
    By Bank of the Philippine Islands (Philippines)
  • Designing a highly interactive Internet Banking platform
  • ICBC (China)
  • Scaling a card acquiring business – and achieving high profitability
  • By Bank Mandiri (Indonesia)
  • Fending off  disintermediation in the deposit taking business
  • By Standard Chartered First Bank (Korea)
  • Reducing documentation in branch banking with digital imaging
  • TBA
4.00pm-4.30pm Coffee/ Tea Break
4.30pm-5.00pm Closing Session

“Tesco: Using insight to create customer loyalty”
This session will feature conversations with non-banks that have gone further on the sales and service front to retain, cross-sell and profit from their clients. It will also feature panelists from leading banks on the sales and service front in the past year.

Presentation by Simon Jury, China Country Head, Dunnhumby(consulting firm that manages all of TESCO Card’s data worldwide).

7.00pm-10.00pm The 8th Asian Banker Excellence in Retail Financial Services Awards Gala Dinner

The grand black-tie event for the best retail banks from across the Asia Pacific and Middle East regions that bring together about 250 participants from 28 countries. A time of celebration.

Dinner cocktail starts at 6.15pm.

19 March 2010, Friday (Day 2)
8.30 am-12.30pm The Chinese Banks Tour in Shanghai

Complementing The Excellence in Retail Financial Services Awards and Convention in 2010, we will be visiting leading Chinese banks which have demonstrated leadership in several important areas of banking. The Tour is exclusive for bankers outside of China registered for the convention. This is an excellent opportunity for senior bankers to witness current developments in the domestic financial institutions that operate in one of the world’s largest and most competitive markets. In order to secure a place on the Tour, participants are encouraged to register their attendance early as space is limited.

The List of Banks we will be visiting include:

Bank of China

  • The bank’s show case wealth management center in Shanghai to see the layout, use of space, the customer experience and the design.
Industrial and Commercial Bank of China (ICBC)
  • The banks Technology and operations center in Shanghai of the world’s largest bank by number of customers and volume of transaction
  • The Shanghai Banking Museum - a worth visiting world-class collection of artifacts that traces Shanghai’s evolution into a global financial center.
China Merchants Bank
  • The bank’s credit card operations center – this is China’s leading credit card issuer and acquirer, dealing with conditions unique in China in areas of issuance data, identity of customers, fraud and service quality.
Shanghai Pudong Development Bank
  • Innovations in branch design, also a wealth centric branch, with a strong domestic customer base. A study in the use of a historical building in terms of footprint etc.
China CITIC Bank
  • Comprehensive network and branches to serve its customers
  • Outstanding Cards and Retail Payments Centre
(This list is being updated based on consultation with the banks)

* The Asian Banker reserves the right to make amendments to the programme and speakers with the same quality alternatives based on changes to the programme.

-Excellence Winners-
Winners List for the year 2009
Press Release 2010
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