PARTICIPANT BOOKLET

#EfmaDubai19

Enabling connection& inspiring innovation

CCX Forum: Channels & Customer Experience 4 - 5 APRIL 2019 Barcelona www.efma.com/ccxforum19

SME Banking Summit13 - 14 JUNE 2019 Viennawww.efma.com/sme19

World Retail Banking Summit 12 - 13 FEBRUARY 2019 Dubai www.efma.com/dubai19

Retail Banking Summit in Lebanon3 JULY 2019 Beirutwww.efma.com/lebanon19

Learning Expedition in Asia16 - 19 SEPTEMBER 2019 Reserved for AI Executive Certificate participantswww.efma.com/AIExecutiveCertificate

Learning Expedition in London25 - 27 JUNE 2019 Londonwww.efma.com/LElondon19

Bank + Fintech 2 - 3 APRIL 2019 Barcelonawww.efma.com/bankfintech19

Learning Expedition in USA1 - 3 OCTOBER 2019 New York www.efma.com/LEusa19

Retail Banking Summit in Asia6 - 7 NOVEMBER 2019 Singaporewww.efma.com/asia19

DMI Awards Ceremony16 OCTOBER 2019 ParisBy invitation onlywww.efma.com/innovationawards19

Innovation Summit 14 - 15 OCTOBER 2019 Pariswww.efma.com/innovation19

Learning Expedition in Dubai & Abu Dhabi26 - 28 NOVEMBER Dubai & Abu Dhabiwww.efma.com/LEme19

47th Efma Congress17 - 18 OCTOBER 2019 Pariswww.efma.com/congress19

Efma l 10 Boulevard Haussmannl 75009 Paris l France l Tel:+33 1 47 42 52 72 l Fax:+33 1 47 42 56 76 l info@efma.com l www.efma.com

NIF/TVA: FR 41 784 856 239 l N° SIREN: 784 856 239 l Code APE: 6619B

EVENTS

Insurance Summit13 - 14 JUNE 2019 Vienna www.efma.com/insurance19

Insurance Awards Ceremony24 JUNE 2019 Amsterdam By invitation onlywww.efma.com/innovationininsurance

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

PARTNERS

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COUNCILS

When and where are the next meetings taking place in 2019?

12-13 March - Warsaw, LodzmBank

13-14 November - CasablancaAttijariwafa Bank

What are the Efma councils? Reserved for Efma members, the councils are exclusive groups of senior executives from leading banks and insurance companies that meet three times per year and exchange on the latest ideas and industry developments. To date, Efma councils gather more than 250 members from 40 countries.

11-12 June - ViennaErste Group

What are the topics of the Efma councils?

Members: 36Countries: 12www.efma.com/insurancecouncil

INSURANCE COUNCIL

Members: 62Countries: 20www.efma.com/ digitalchannelscouncil

DIGITAL CHANNELS COUNCILAFFLUENT & PRIVATE BANKING COUNCIL

Members: 33Countries: 17

www.efma.com/ affluentandprivatecouncil

OPERATIONAL EXCELLENCE COUNCIL

Members: 36Countries: 19

www.efma.com/ operationalexcellencecouncil

PHYSICAL CHANNELS COUNCIL

Members: 38Countries: 21

www.efma.com/physicalchannelscouncil

Members: 45Countries: 16www.efma.com/smebankingcouncil

SME BANKING COUNCIL

FINTECH & INNOVATION COUNCIL

www.efma.com/fintechandinnovationcouncil

Members: 52Countries: 19

INNOVATIVE PAYMENTS COUNCIL

www.efma.com/innovativepaymentscouncil

NEW COUNCIL to be launched in November 2019

Solution provider presentation

Break11.15–11.45Expert presentation11.45–12.45

Wrap upWorkshop14.30–16.00

12.45–14.00 Lunch14.00–14.30

08.15–08.45 Welcome coffee and registrationWelcome 08.45–09.00

Host presentation & discussion09.20–10.40

09.00–09.20 Introduction & round table greetings

Collaborative session10.40–11.15

Efma l 10 Boulevard Haussmannl 75009 Paris l France l Tel:+33 1 47 42 52 72 l Fax:+33 1 47 42 56 76 l info@efma.com l www.efma.com NIF/TVA: FR 41 784 856 239 l N° SIREN: 784 856 239 l Code APE: 6619B

What does the meeting programme look like?

Which institutions are among the members of the councils?

What is the new format of the Efma councils?

How can I become a member of the councils? Please note that only Efma members institutions can attend councils, with the exception of the Insurance Council. If you are a member and you want to take advantage of these exclusive events of the Efma councils, please contact Maïlys. If you are not an Efma member yet, join the Efma community: www.efma.com/joinefma

Maïlys Mertian Council Programme Directormailys@efma.com +33 1 47 42 66 39

Constantly seeking to satisfy the needs of its members, Efma is updating and improving its services. The Efma councils format is the result of members demands and feedback, and it comprises:

16.00–16.1516.15 – End of the meeting

Collaborative sessionsIndustry expert presentations

WorkshopsOut of the box sessions: Fintech; visits, etc.

An informal gathering the eveningbefore the meeting

A global non-profit organization, established in 1971 by banks and insurance companies, Efma facilitates networ-king between decision-makers. It provides quality insights to help banks and insurance companies make the right decisions to foster innovation and drive their transformation. Over 3,300 brands in 130 countries are Efma members.Headquarters in Paris. Offices in London, Brussels, An-dorra, Stockholm, Bratislava, Dubai, Milan, Montreal, Istanbul, Beijing and Singapore.

Efma | 10 boulevard Haussman 75009 Paris | France | Tel: +33 1 47 42 52 72 | Fax: +33 1 47 42 56 76 | info@efma.com | efma.com