Preliminary Findings by Asian Banker Research

Against the backdrop of the financial turmoil and rising incidences of consumer complaints on the issue of mis-selling financial products, Asian banks need to be ever vigilant in managing the legal, financial and reputational risks associated with poorly executed sales processes.

To restore consumer confidence for the rehabilitation of the banking industry, a sustainable sales capability reinforced with risk controls at the front, middle and back office is a pre-requisite. Improvements along the customer communication front is also critical. This session discusses a best practice sales model that aims to help banks build sustainable sales capabilities that will withstand these turbulent times. 

Presenter:
Mr Christian Kapfer, Senior Research Manager, Asian Banker Research

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Effective Communication for Sustainable Sales Capability   
This session will present insights around some of the parameters identified in the first session, particularly the increasing importance of effective communication technology in the selling of financial and investment products. Avaya will discuss how they work with financial institutions to enhance customer communication technology for sustained brand equity and profitability.

Presenter:
Mr Anthony Ma, Director – Customer Service Application, Avaya

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Roundtable Discussion

Moderator:
Mr Emmanuel Daniel, President & CEO, The Asian Banker

Panelists:
Mr Christian Kapfer, Senior Research Manager, Asian Banker Research
Mr Anthony Ma, Director – Customer Service Application, Avaya
Prof TJ Wong, Dean – Faculty of Business Administration, Director – Center for Institutions & Governance, Chinese University of Hong Kong
Mr Martin Rogers, Partner & Head – Litigation and Dispute Resolution in Asia, Clifford Chance
Ms Cynthia Tang, Partner, Baker & McKenzie