Direct Banking Strategy

Managing the demands of a growing direct customer segment

SYDNEY March 19

MGSM CBD Campus

51-57 Pitt Street

Sydney

$995 + GST

$795 + GST (Online Banking Review & Retail Banking Review subscribers)

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Agenda

Direct Banking Strategy Managing the demands of a growing direct customer segment
8.45am 9.00am	Registration opens Opening remarks from chair: Charis Palmer, Editor, *Online Banking Review*

9.15am	Managing a direct brand within a larger bank Leveraging the direct channel to take the bank beyond manufacturing Strategies to meet the self-serve banking market Building a customer-centric business Gerd Schenkel, General Manager, UBank
9.50am	Appealing to self-directed investors online Global trends in direct channel brands and online financial planning Effective online communication strategies Streamlining the online acquisition process Greg McAweeney, General Manager, RaboPlus Australia

10.25am	Networking break

10.50am	Leverage your bank's cross-channel assets to maximise your online impact How to drive organic growth by providing a differentiated customer experience Leveraging contact centre technology to engage with online customers How to use online activity to make more informed and relevant cross-sell and up-sell offers in offline channels Robert Lattuca, VP of Strategic Solutions, Genesys Telecommunications

11.20am	The role of innovation in the direct channel Building online banking applications that will appeal to consumers Tailoring your online offering to meet direct customer demands Examples of innovation at ANZ and the response from consumers Sam Plowman, Head of Online Banking, ANZ

11.55am	Successfully selling insurance to direct customers The changing landscape for online insurance Direct channel measurement tactics - measure once, cut twice Maximising conversion in a tightening market Peter Osborne, Senior Adviser, New Media & Digital Marketing, Suncorp

12.30pm	Lunch

1.30pm	Getting inside the mind of direct channel customers What drives customers to go direct - Brandmanagement research on who buys online and why Are direct channel customers always less loyal? Common acquisition mistakes Andrew Inwood, Principal,Brandmanagement

2.05pm	Virtual humans in direct banking - how close to reality? The trend towards interactive customer servicing Case study of a bank using MyCyberTwin The role of artifical intelligence in addressing customer issues Liesl Capper, Chief Executive Officer, MyCyberTwin

2.40pm	Responsible banking through personal budgeting Tools to help customers better understand their financial position Making sense of it all - looking at the past to figure out the future Moving beyond account balances Arnstein Teigene, Product Manager - Internet Banking, Sandstone Technology

2.55pm	Networking break

3.15pm	Interactive roundtable session A chance to interact with and learn from your peers in a workshop environment Led by Charis Palmer, Managing Editor, Online Banking Review

4.05pm	Panel debate: That direct channel brands will either die out or prosper as channels and markets converge Is there a future for direct channel brands that compete with a parent brand? Will direct channel customers always be a minority? Will improved acquisition techniques and online customer service drive more customers online, or will it always be about price? Brett Morgan, Executive Director Savings, ING DIRECT Kerry Ryan, General Manager Sales & Marketing, Easy Street Financial Services Michael Wood, Head of eChannels, HSBC

4.55pm Close and networking drinks

CoreData Conferences Calendar 2009

CONFERENCE	DATE	LOCATION
Satisfying high net worth customers: The threats and opportunities delivered by the credit crunch	18 March	Sydney
Direct Banking Strategy: Meeting the demands of a growing direct customer segment	19 March	Sydney

Pre-register your interest in any of the above events and we will send you more information as soon as it's available

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General

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