• Opportunities in retail financial services in the region
• Mass market segmentation and choosing the right retail clients
• Acquiring & retaining clients in a fast growth environment
• Challenges facing retail banking in Asia today

0930 - 1030

• What should they own and what they should give away
• Strategies for growing profitability in an increasingly competitive market
• Where do the profits lie and extracting them

• Changes in empowerment, control and sophistication; how clients are taking control of their relationship with your institution.
• The “value” add in the advisory role- managing low involvement, poor margin operational
• tasks and maximizing margin
• Total lifetime value and churn management – maximizing retention through great client experience.

• Ideal distribution channels to employ
• Designing wining structured products

• Reaping the benefits of an integrated multi channel distribution
• Providing a customer focused service
• How can an integrated distribution increase multiple product sales
• Leveraging on the different strengths of each channel

• Importance of ATM distribution
• How good is the network at reaching potential customers
• Identifying gaps in the distribution network
• Effectively exploiting the network to expand share
  

• Streamling how content is shared and accessed across every business line enterprise-wide for improved cross selling and superior service
• Speeding up the pace of operations by automating business processes and decisions in applications such as loan origination, dispute resolution, and account servicing

1030 - 1230

• How do you successfully target the iPod generation
• How are they influenced
• What are the ways to engage them
• What drives their decisions
• How do you retain and grow this customer base.

Speaker
Mr. Peter Ke, (Formerly Vice President, Personal Credit Service, Chase Manhattan Corporation)

1030 -1400

The Working Session

The forum will quickly run through a series of key issues identified from the Excellence programme as well as from feedback from the delegates to this meeting. This agenda may be modified to reflect feedback received up to the point of the meeting.

1. Elements of a successful Priority/Private Banking Business in a retail bank environment
Many retail banks want to increase their investment and focus in the upper wealth management section. The discussions for this session will be based on exploiting data to identify and reach niche customer pools as well as developing strategies that are unique to retail banks.
 
With presentations by
Mr Emmanuel Pitsilis, Principal, McKinsey & Company
Mr Greig Little, Partner, Financial Services, Teradata Asia Pacific

2. Customer centricity, what should it mean to us?
A recurring theme from the submission to the Excellence programme was the topic of “customer centricity”. We will use a consumer research organisation’s perspective as well as examples from submissions to the Excellence programme to crystallize our thinking on this very important but seemingly esoteric topic.

With a presentation by
Mr Angus Ogilvy, Consultant, AC Neilsen

3. Customer loyalty – where has the cards business brought us?
This session will seek to tie in two areas of retail banking that most banks spend their marketing energies on – loyalty programmes and the cards business. It also seeks to establish a view of the state of the cards business today.

With presentations by
Mr Liu Jianjun, General Manager, Personal Banking Dept, China Merchants Bank
Mr Robert G. Buchan, CEO, Selektpoints

4. Other burning operational issues
As time allows, and based on request from participants, we may allow for 1-2 more important common issues to be discussed at this forum. We especially seek inputs into operational matters that delegates may find pressing. Supporting articles to facilitate dialogues will be distributed as required.

5. Advancements in benchmarking your retail banking business today
Mr. Emmanuel Daniel will end the day with insights into how The Asian Banker has been developing benchmarking support capabilities from the Excellence in Retail Financial Services programme in a manner that is useful to the industry.

Fees & the Consumer: Building a proposition, which is both profitable and equitable:

• Is there a future for free retail banking
• Making the transition from “free” to “fee” based banking
• What will be the impact on the consumer and how will they behave in the face of transparency
• Is targeting the customers on the bottom rung equitable?

Special Closing Address by Mr Philippe Paillart, Formerly the Vice Chairman & Chief Executive Officer, DBS Bank and a prominent leader in the retail banking industry in the Asia Pacific region

Following the last year’s critically acclaimed closing keynote, Mr. Philippe Paillart has been invited once again to provide his prognosis as to where the industry is heading and his exhortation on what will be required by retail bankers to succeed in this business. Philippe will once again draw from his considerable experience and enthrall us with his unique perspectives and insights as a traveling observer of the world of retail banking today. A session that is not to be missed as we close the conference and prepare for another year of competition.