From digital transformation to value creation

Customers, financial industry ecosystem and marketplaces are going through rapid changes. Banks have embraced new technologies and have started to transform themselves. How-ever the industry has to undertake a more aggressive change due to the creeping challenge of non-industry players, more particularly global technology giants have started stepping on the toes of the banking industry, which is evident from their recent launches of products and solutions and their aggressive focus on capturing an increasing share of customers’ wallets and imagination.

This year fifth edition of Efma Retail Banking Summit in Middle East rebranded as Efma World Retail Banking Summit will delve deeper into the latest trends, innovations and will show-case some of the industry leaders who have set examples for others to follow. It will also feature the most disruptive innova-tions and best practices in digital transformation. Moreover, there will be discussions on Open Banking, customer experi-ence, cyber security, affluent banking, data integration, trans-forming payment landscape, new entrants in the ecosystem and much more, below you can find some broad areas which will be covered during the summit;• Finding the holy grail of data strategy• Artificial intelligence, robotics and machine learning• Block-chain, crypto-currencies and the promise of tokenization• Internet of all things, voice, virtual reality et al• Open banking, APIs, Fintechs and the challenge of interfacing with rest of the world• From Affluent, SMEs to Millennials and the financially excluded People: How to update the workforce with skills, mindset and culture as banks transform their infrastructure and platforms?• Distribution and Design: How to create an experience and space for interaction with banking customers comparable to retail leaders?• Mobile, Wallets and Online Payments: What are the most compelling win-back strategies?

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ATTEnDEES115

20

speakers

76%

top seniors financial

82.61%

institutions

Retail Banking Summit in Middle East 2018

worlD retail Banking summit SPEAKERS

Subroto SomeVp and group Head of retail Banking Mashreq Bankuae

Stewart Lockiegeneral managerretail BankingAl Ahli Bank of Kuwait kuwait

Christian RolandHead of transformationfeVp transformationSiam Commercial Bank thailand

Frederic de Melkermanaging Directorpersonal BankingRakbank uae

Vincent Bastidchief executive officerEfma france

Philip Kingglobal Head of retail BankingAbu Dhabi Islamic Bank uae

Evans Munyukigroup chief Digital officerEmirates NBD uae

Evren SahinDirector – Digital BankingYapi Kredi Bankasiturkey

Suvo Sarkarsenior executive Vice president & group Head - retail Banking & wealth managementEmirates NBD uae

Fadi Chalouhigroup general managerretail BankingKuwait Finance House kuwait

Ahmed Issachief executive officer of retail Banking and a member of the Board’s management committeeCommercial International Bank

Amran HassanHead, corporate Development & innovationMaybank malaysia

John Berryuk regional managerEfma uk

Fahim uz Zamangeneral manager, middle eastEfma middle east

Deepak Sharmachief Digital officerKotak Mahindra Bank india

Bidyut Dumraexecutive Director / Head of innovationDBS Bank singapore

Daniel DaszkiewiczHead of fintechAlior Bank poland

Aref Al-Ramlisenior Vice president- Head of Digital Banking & innovationMashreq Bank uae

worlD retail Banking summit SPEAKERS

Burcu Baciogluprocess Development manager and project lead of Branch transformation Turkiye Garanti Bankasi turkey

Javier Mascorporative marketing Director (cmo) CaixaBankspain

Niyazi BastürkDigital Banking strategy managerIsbank turkey

Amjad Al-Lawatiassistant general manager Digital & alternate channelsBank Muscat oman

Supaneewan Chutrakulifirst senior Vice president - retail Business DivisionKasikornbank thailand

Eleni KitraHead of automotive & financial services, menap Facebookuae

Sharjeel Shahidgroup executive Digital Banking group United Bank Limited pakistan

Welcome coffee and registration8.15

Opening session

Opening address

Vincent Bastid ceo Efma france

Welcome note

Fahim uz Zaman general manager, middle east Efma middle east

9.15

9.20

Digital leadership and governance: Bringing transformation journey to the next level

Open banking, APIs, Fintechs and the challenge of interfacing with rest of the world

Re-imagining banking: DBS’ digital transformation journey creating innovation from inside, effective partnerships from outside creating a start-up mindsetBidyut Dumra executive Director / Head of innovation DBS Bank Singapore singapore

9.25

Keeping the bank relevant in digital disruption era through partnerships strengthen mobile banking by open Banking and api with lifestyle partners? embedded banking functions in partners’ applicationSupaneewan Chutrakul first senior Vice president - retail Business Division Kasikornbank thailand

Alior’s approach towards building effective startup-corporation partnership Bank’s ecosystem that inspires both external and internal development of innovations Bancovo: financial products marketplaceDaniel Daszkiewicz Head of fintech Alior Bank poland

Wealth inclusion why is wealth inclusion an important driver for growth? what are the key drivers for success? How technology can support?Thomas Schornstein global Head of sales Additiv switzerland

11.30

11.55

12.20

Key differentiators of digital retail banks that will thrive moving forward

Evans Munyuki group chief Digital officer Emirates NBD uae

9.50

Coffee break and networking11.05

program 12 FEBRuARy 2019

DIALOGUE SESSION: Digital leadership and governance: Bringing transformation journeyto the next levelBidyut Dumra executive Director / Head of innovation DBS Bank Singapore singapore& Evans Munyuki group chief Digital officer Emirates NBD uae& Christian Roland Head of transformation - feVp transformation Siam Commercial Bank thailand& John Berry senior advisor Efma united kingdom

10.40

Digital business banking many banks focus their digital investments on retail customers, even though there is significant value potential in business banking the customer journey in business banking is often fragmented and inconsistent across prospecting, advice, onboarding and servicing scB is using digital tools and platforms to create uplift the experience in business bankingChristian Roland Head of transformation - feVp transformation Siam Commercial Bank thailand

10.15

DIALOGUE SESSION: Open Banking, APIs, Fintechs and the challenge of interfacing with rest of the worldSupaneewan Chutrakul first senior Vice president - retail Business Division Kasikornbank thailand& Fadi Chalouhi group general manager retail Banking Kuwait Finance House kuwait& Daniel Daszkiewicz Head of fintech Alior Bank poland& Eleni Kitra Head of automotive & financial services, menap Facebook uae& Asif Sheikh regional Vice president - middle east Kony DBX uae& John Berry senior advisor Efma united kingdom

12.40

program 12 FEBRuARy 2019

Lunch break and networking13.05

Coffee break and networking16.00

The messy divorce with cash a view of retail payments in asean focusing in malaysia How many wallets are too many ? whilst wallets fight, cash & card is still king the users view of walletsAmran Hassan Head, corporate Development & innovation Maybank malaysia

14.00

Bringing digital to the core to drive up efficiency, optimization and satisfaction

DIALOGUE SESSION: Bringing digital to the core to drive up efficiency, optimization and satisfactionStewart Lockie general manager, retail Banking Al Ahli Bank of Kuwait kuwait& Frederic de Melker managing Director personal Banking Rakbank uae& Amran Hassan Head, corporate Development & innovation Maybank malaysia& Burcu Bacioglu process Development manager and project lead of Branch transformationTurkiye Garanti Bankasi turkey& John Berry senior advisor Efma united kingdom

DIALOGUE SESSION: Leadership in Retail Banking: From transformation to business as usualSuvo Sarkar senior executive Vice president & group Head - retail Banking & wealth management Emirates NBD uae& Subroto Som eVp and group Head of retail Banking Mashreq Bank uae& Philip King global Head of retail Banking Abu Dhabi Islamic Bank uae& John Berry senior advisor Efma united kingdom

15.35

16.30

The challenges to become a part of the customer’s ecosystem, a banker’s view the changed environment with different customer expectation around experience and how to meet them channels and customer reach what it takes to win that game How we are doing the things differently at rakbank?Frederic de Melker managing Director personal Banking Rakbank uae

14.50

A new service model to maximise the value of the branch using a blend of digital services, upskilled branch employees, and a new layout the new branch service model at garanti Bank aims to maximise both customer experience and branch profitability. Hear how this large turkish bank has achieved peak operational efficiency via the transformation of its branch network.Burcu Bacioglu process Development manager and project lead of Branch transformationTurkiye Garanti Bankasi turkey

14.25

Become today, the digital-first bank of tomorrow

Cornel Dixon Head of middle east and africa Backbase netherlands

15.15

program 13 FEBRuARy 2019

Welcome coffee and registration8.15

Bringing new methodologies to the project floor: how to cut down the time to market and production?

DIALOGUE SESSION: Data: everyone knows the destination but how to manage the journey?Evren Sahin Director – Digital Banking Yapi Kredi Bankasi turkey& Deepak Sharma chief Digital officer Kotak Mahindra Bank india& Ahmed Issa chief executive officer of retail Banking and a member of the Board’s management committee Commercial International Bank egypt& Pieter K. Zylstra regional Director, Digital transformation Orange Business Services uae& John Berry senior advisor Efma united kingdom

10.30

Artificial Intelligence, Machine Learning and robotics and making sense of tomorrow’s world for banks

Yes, the post-transformation era already started! “mobile as a remote control” approach as the key factor in transformation that made yapı kredi the most innovative digital bank in the world. Designing data-driven smart customer engagements in the post-transformation era. a new Digital service model as the next generation of advice and sales in banking.Evren Sahin Director – Digital Banking Yapi Kredi Bankasi turkey

Artificial intelligence and new communication tools: winning channel experience by combining the winning tools and technologies

Deepak Sharma chief Digital officer Kotak Mahindra Bank india

How can AI help improve customer experience? customer experience measurement and management journey in banking How is ai transforming customer experience management?

Poyraz Ozkan founding partner Alterna turkey

Engin Girisgen customer success Director & ai products owner Alterna turkey

9.00

9.25

10.15

Coffee break and networking10.55

Digital banking in an agile context shifting customer behavior towards digital latest trends impacting the financial industry internal development operations future agile structures Aref Al-Ramli senior Vice president- Head of Digital Banking & innovation Mashreq Bank uae

Implementing agile principles for cross-functional business tribes: Isbank’s journey on Agile Atelier shift to agile planning fast fail, fast learn leadership and team management at all levels imposing «values» instead of detailed «rules» Niyazi Bastürk Digital Banking strategy manager Isbank turkey

11.20

11.45

Starting an award-winning data strategy for retail banks start simple; focus on people. the infrastructure and capital expenditure, how to justify them to the shareholders? How does a data strategy fit into an overall retail banks attack strategy? the strategy was one of the key pillars for ciB retail banking transformation between 2015 & 2018. as a result, the bank rose to the top of the league table of consumer lending in egypt.Ahmed Issa chief executive officer of retail Banking and a member of the Board’s management committee Commercial International Bank egypt

9.50

program 13 FEBRuARy 2019

Lunch break and end of conference14.10

13.20

12.55

15.00

DIALOGUE SESSION: Distribution and design and how to create a better experience with banking customersSharjeel Shahid group executive Digital Banking group United Bank Limited pakistan& Amjad Al-Lawati assistant general manager Digital & alternate channels Bank Muscat oman& Javier Mas corporative marketing Director (cmo) CaixaBank spain& John Berry senior advisor Efma united kingdom

13.45

Digital transformation - beyond the buzzword: how we are doing it at UBL? an emerging markets context with large population the role of branches, physical channels and digital platforms in the transformed world customer expectation and our response to thatSharjeel Shahid group executive Digital Banking group United Bank Limited pakistan

How to transform customer experience based on customer insights and data: CaixaBank experience physical: the store project focused on the transformation of the branch network. Virtual: the deployment of a new virtual channel called intouch. new proposition: the launch of a completely brand new banking proposal for millennials, imaginBank and its collateral project, imagincafé.Javier Mas corporative marketing Director (cmo) CaixaBank spain

Conducted by:

John Berry senior advisor Efma united kingdom

Distribution and design and how to create a better experience with banking customers

Workshop on customer experience: Store tour

DIALOGUE SESSION: Bringing new methodologies to the project floor: how to cut down the time to market and production? Aref Al-Ramli senior Vice president- Head of Digital Banking & innovation Mashreq Bank uae& Niyazi Bastürk Digital Banking strategy manager Isbank turkey& John Berry senior advisor Efma united kingdom

12.30

The secrets to building a World-Class customer experience in 2019

Ahmed Al Sadek commercial Director - mena Pisano uae

12.10

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PRACTICAL INFORMATION

dATESThe World Retail Banking Summit will begin with a welcome coffee on Tuesday 12 February 2019 at 8.15 and will end on Wednesday 13 February at 17.30.

VENuEDiamond Ballroom, Lobby levelSofitel Dubai Downtown, PO BOX 126272Sheikh Zayed Road, Dubai - United Arab Emirates+971 4 503 6307Hotel website

LANGuAGES All sessions will be held in English.

ACCOMMOdATiON A block of rooms has been provisionally reserved for 11th and 12th February 2019 at the hotel.The cost of a single room is AED 877.5 per night (including breakfast and all taxes) and the cost of a double room is AED 938.75 per night (including breakfast and all taxes).

REGiSTRATiONThe registration fee covers participation in the World Retail Banking Summit, documents, lunches and coffee breaks. Registration fees must be paid in full prior to the event. Efma reserves the right to refuse entry to any delegate who has not paid his or her invoice prior to the event. The event is reserved for top-level bankers and space is limited. Please note that the organizers reserve the right to refuse some applications.

CANCELLATiONIf you cancel your registration before Wednesday 5 December 2018, it’s free of charge!For a cancellation made between Thursday 6 December and Tuesday 22 January, you will be charged 20% of your registration fee.From Wednesday 23 January until the event, you will be charged 100% of your registration fee unless medical certificate provided.If you are not able to come to the event, please send a substitute delegate as no reimbursement will be made.

worlD retail Banking summit PRACTiCAL iNFORMATiON

please note that the registration for an efma event is only available online. to register, please go to www.efma.com/registerdubai19

€0 for Efma 2019 Premium Pass holders – www.efma.com/premiumpass

€250 for Efma members

€1450 for Efma associate members

€1450 for Efma non-member financial institutions

€1600 for Efma business partners

€2050 for representatives of others non-financial institutions

VAT not applicable. All registrations are strictly individual.

Do you plan to join this event with your team? Good news, discounts apply for group registrations! Contact registration@efma.com for more details.

3-910%

participantsDiscount

10-1430%

15+40%