PROGRAM. What the Consumer Wants Perfecting the customer experience

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PROGRAM

What the Consumer Wants –

Perfecting the customer experience

Thursday 22

nd

August 2013

Rooms I, II and III

The Establishment

Level 3, 252 George Street, Sydney

www.lendingconference.com.au

#ACFF2013

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PROGRAM

08:30-09:00 Registration

08:30-09:00

Arrival coffee

SESSION ONE: AN INTERNATIONAL AND AUSTRALIAN OVERVIEW

Chaired by Alan Shields, Managing Director - Australia and New Zealand, RFi

09:00-09:05 Welcome and Overview

Chloé James, Content Director, RFi

09:05-09:35 Non-traditional Organisations and the Credit Industry

 Global trends and developments in lending and payments - understanding and coping with change (Q4)

 Challenging the status quo - how the start-ups of yesteryear are making serious headway

 Retail banking - 10 best practices towards delivering best in class

 Defining and delivering meaningful innovation - the Mashreq experience

 Business turn around the guiding principles - execution trumps strategy

Farhad Dhun Irani, Former CEO of PayPal Asia - instrumental in the transformation of

PayPal Asia

Current Executive Vice President & Head of Retail Banking Group, Mashreq Bank, UAE

09:35-10:05 International Perspectives

 International best practice examples

 International trends and customer behaviour

 The revolving line of credit

 Combination of products

 Usage and attitudes

TS Anil, Global Head, Cards, Personal Loans & Deposits, Standard Chartered Bank

10:05-10:20 The

Australian

Consumer

 Demographics in focus

 What’s driving demand

 A technology update

Alan Shields, Managing Director - Australia & New Zealand, RFi

10:20-10:45

Morning tea

SESSION TWO: CREDIT RISK

Hosted by Experian

10:45-11:00 Keynote Presentation: Comprehensive Credit Reporting - Are you ready?

Where are we now?

Current issues, trends, risks and benefits

Kim Jenkins, Managing Director, Experian Australia/New Zealand

ABOUT RFi AND OUR

EVENTS

RFi specialises in business intelligence and focuses exclusively on financial services. We are a leading provider of strategic research, market intelligence,

performance benchmarking and advisory services with a core focus on providing exceptional client service. Headquartered in Sydney, Australia and with offices in London and Singapore, RFi consistently provides clients with tailored advice and independent intelligence relevant to their specific markets.

RFi’s offering covers retail, SME, corporate, investment and private banking. Our aim is to combine our global

intelligence and local

knowledge to provide insightful, valuable and actionable research within the banking sector both locally and internationally.

RFi produces several key events throughout the year. Our aim is to produce quality interactive forums with insightful and relevant debate. We utilise our market insight to produce high-quality industry gatherings that provide attendees with both topical and thought provoking sessions. Our events are aimed at senior level industry leaders.

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11:00-11:45 Panel Session: Understanding Compliance in a Comprehensive Reporting

environment

Compliance In Focus: A closer look at the ethical/legal landscape,

specifically, Comprehensive Credit Reporting under the upcoming Privacy

Law Reforms

Chaired by: Tony Hadley, Senior Vice President of Government Affairs and Public

Policy, Experian USA

Panellists: Sharon Booth, Head of Compliance, Experian Australia

Andrea Beatty, Partner, K&L Gates

Helen Gordon, Regional Director and Corporate Lawyer, Australian Finance Conference (AFC)

Este Darin-Cooper, Acting Director of Regulation and Strategy, Office of the Australian Information Commissioner (OAIC)

John Galetta, Legal Counsel, American Express

11:45-12:30 Panel Session:

Going from Complex to confident in a Comprehensive

Reporting environment

Global learnings/examples

Impact (Business Operations, Data, Analytics, Portfolio management)

Strategies (Multi-Bureau Strategies / benefits of a competitive market

place, Targeting / Prospecting, Originations, Portfolio management,

collections, etc.)

Chaired by: Tony Hadley, Senior Vice President of Government Affairs and Public

Policy, Experian USA

Panellists: Matt Duncan, NAB

Bart Hellemans, Chief Risk Officer, ING Direct

Andrew Kamm, Bendigo Adelaide

12:30-13:30

Lunch

SESSION THREE: CONCURRENT WORKSHOP SESSION – CREDIT CARDS

CREDIT CARDS

Chaired by Lance Blockley, Managing Director, RFi Consulting

13:30-14:00

The Customer Experience

 Across channels

 Design as a process - business perspectives and design principles

 Re-framing the future

 Consistency

 Device and usage

Ian Muir, Head of Customer Experience, Digital, AFS, Westpac

14:00-15:00 Panel Session: The Customer Experience

 Your customer - trends, attitudes and behaviours

 Points and Rewards - The Velocity program

 Store traded cards (Myer, Harvey Norman Go Card)

AUSTRALIAN CARDS

COUNCIL (ACC)

The Australian Cards Council is an annual membership based syndicated research program that provides insights in to the credit card market in Australia. The program examines the credit cards market in granular detail across market share of front of wallet (FOW) and secondary card, low rate, standard and rewards cards; contactless cards; limits, balances, average spend and balance utilization as well as key consumer metrics.

2000 credit card holders are surveyed each March, June, September and December. Through the research we create actionable insights which have been proven to add value to the evaluation and decision making process.

Established 2008 – 5 years of trended data

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15:30-16:00 A fireside chat on the future of payments

 Future of Cards and payments - Asia and the Middle East, have we seen the end of plastic?

 Innovations in the payments space - don’t leave home without your mobile phone!

 Driving towards a more profitable Cards business - leveraging the risk return trade-off - bundling and cross sale

 Growth in three forms - build, partner, acquire

With; Farhad Dhun Irani, Executive Vice President & Head of Retail Banking Group,

Mashreq Bank, UAE and; Lance Blockley, Managing Director, RFi Consulting

16:00-16:30 Innovation & Payments

 Real time payments

 Mobile payments

 Disruptive innovation

Chris Hamilton, Chief Executive Officer, Australian Payments Clearing Association

Limited (APCA)

16:30-17:30 Panel Session: A panel of experts discussing

Innovation & Payments

 Innovation and technology

 New products - a discussion on Kaching and the POS tablet

 Mobile banking - trends, attitudes and behaviours

 Digital experience - device, it’s usage and the importance of consistency

 Risks, threats and opportunities for those working in the credit card space

 Using data - analytics and customer personalisation - who, what, how

Chaired by:Lance Blockley, Managing Director, RFi Consulting Panellists: Keith Ahern, CEO, Oomph

Bruce Mansfield,Managing Director, eftpos Payments Australia Limited

Chris Hamilton, CEO, APCA

17:30-18:30

Networking drinks

Hosted by RFi

AUSTRALIAN

CONSUMER LENDING

COUNCIL (ACLC)

The Australian Consumer Lending Council is an annual membership based

syndicated research program that provides insights in to the Personal Lending market in Australia. The program surveys both current and prospective borrowers and their attitudes to and interaction with personal lending products and the lenders that provide them.

1000 current + 1000 prospective personal loan holders are surveyed each March, June, September and December.

Through the research we create actionable insights which have been proven to add value to the evaluation and decision making process.

Established 2008 – 5 years of trended data

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SESSION THREE: CONCURRENT WORKSHOP SESSION -

PERSONAL LOANS

PERSONAL LOANS

Chaired by Alan Shields, Managing Director - Australia and New Zealand, RFi

13:30-14:15

Channel Optimisation - Global Thought Leadership

 The Branch

 Digital – online vs mobile

TS Anil, Global Head, Cards, Personal Loans & Deposits, Standard Chartered Bank

14:15-15:00

A discussion about the Customer Experience

 Across channels

 Consistency

Device, method and usage

With; Geoff Rush

,

Retail Financial Services Partner, KPMGand; Alan Shields, Managing

Director - Australia and New Zealand, RFi

15:00-15:30

Afternoon tea

15:30-16:15

Cross Sell

 International case studies (Santander & BBVA)

 Internal mechanisms and motivations

 Performance of loans on book

 Growth and opportunities

 Innovation

Beatriz Sanz saiz,Partner, FS Advisory, Ernst & Young

16:15-17:15

Panel Session: The Future of Personal Loans

 Using data - analytics - customer personalisation - who, what, how

 The future of customer behaviour - application behaviours and trends

 Competitors (now & then)

 Disruptive innovation

 Overdraft and micro finance - the future

 Privacy

Chaired by: Alan Shields, Managing Director - Australia and New Zealand, RFi

Panellists: TS Anil, Global Head, Cards, Personal Loans & Deposits, Standard

Chartered Bank

Geoff Rush

,

Retail Financial Services Partner, KPMG

Beatriz Sanz saiz,Partner, FS Advisory, Ernst & Young

17:15-17:20

Closing remarks

Alan Shields, Managing Director - Australia and New Zealand, RFi

17:20-18:30 Networking drinks

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