As part of efforts to increase the quality of thinking on how banks develop the “customer experience” whether at the branch of other channels, The Asian Banker has organised a small group dialogue between bankers and experts from other industries in a series of breakfast briefings that are taking place in Hong Kong, Taipei and Kuala Lumpur.
Agenda
| 8.15 – 9.00 am |
Registration & Breakfast |
| 9.00 – 10.00 am |
“The Banks We Like”
In this first session, we start with an overview of how competition has evolved in the financial services industry globally. We will then define the concept of “The Banks We Like” and the parameters we use to identify global best practice institutions configured to succeed in terms of infrastructure and business performance in the highly competitive retail banking environment. Our assessment involves developing benchmarks along key parameters of competitive advantage such as ‘Financial Performance and Sustainability’, ‘Brand and Perception’, ‘Sales and Distribution Capability’, ‘Human Resources’, ‘Process, Technology and Efficiency’, ‘Risk Management’, amongst others. We then discuss recent developments around these institutions to update the audience on the market circumstance around which they operate.
Presenters:
| Dr Grace Liu, Senior Manager, Asian Banker Research |
| Kate O’Keeffe, Associate Editor, The Asian Banker. |
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| 10.00 – 11.00 am |
The Operational Infrastructure of the “Banks We Like”
In this second session, Oracle, which is today a technology company that works in several ways with the financial services industry will present their insights around the same parameters we had identified. This discussion will be based on how Oracle works with the best practice institutions identified by The Asian Banker to leverage technology and emerging business processes to improve performance and customer experience in a measurable way.
Presenters:
| Mr Tara Dutt, Oracle Financial Services |
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| Mr Larry Dalus, Oracle Financial Services |
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| 11.00 – 11.30 am |
Break |
| 11.30 – 12.30 pm |
Benchmarking Malaysian Banks against the “Banks We Like”
In the final session, we will contextualize the lessons around the “Banks We Like”. This Briefing will start with a sense of our expectation of the key drivers of business in 2008 including market consolidation, increased Islamic banking initiatives and increased consumer demand for credit, particularly in mortgages and auto-loans. We will also share how we would benchmark Malaysian banks against “The Banks We Like”.
Presenter:
| Mr Christian Kapfer, Senior Research Manager, Asian Banker Research |
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| 12.30 |
End of Briefing |
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