8th Annual Technology & Innovation – the Future of Banking & Financial Services, Sydney

November, 2013 | Hilton Hotel, Sydney

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Delegates networking at exhibitor stands between

sessions.

Ian Muir, Head of Customer Experience, Westpac

discusses retaining customers while deepening

relationships through digital.

Sydney’s leading banking and financial services technology event Mobile banking, enhancing customer experience and digital

innovation were among the on-trend topics discussed by

industry thought-leaders at FST Media’s 8th annual

Technology & Innovation – the Future of Banking and

Financial Services conference hosted on 7 + 8 November

2013 at the Hilton Hotel, Sydney.

The annual event gathered a crowd of more than 700 elite C-

suite executives including CIOs, CTOs, EGMs and Divisional

Heads from all areas of financial services technology.

Dialogue was robust and varied, with active audience

participation during the challenging panel debates.

The conference featured an outstanding international keynote

speaker. Alan Grogan, Chief Analytics Officer, the Royal Bank of

Scotland (UK) outlined how to succeed with predictive analytics and how to leverage real-time analytics to

deliver increased customer value.

A key event highlight was the IT Leaders panel, which included innovation executives from Bank of

Queensland, Bankwest, St. George Banking Group, Zurich and Credit Union Australia. Panellists discussed

the key IT priorities for 2013 and beyond as well as opportunities for the financial services industry.

Live audience polling captured the engagement of the entire room on key speaker’s themes, while the

Twittersphere was abuzz with the hashtag #FSTSYD for the duration of the event.

Great event and good value for time spent.

Sandeep Mathur, HSBC

Very insightful learning experience. Really motivates me to go back and inject ideas into my organisation.

Esin Dundar, Suncorp

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The latest trends and challenges dominating discussion:

• Optimising technology to identify and deliver a unique

customer experience

• Attracting and retaining customers while deepening

relationships through digital

• How to combine face-to-face and digital banking technology

to deliver personalised services

• Streamlining the payments experience in-store, online and

through mobile channels

• Uncovering paradigm shifts in customer expectations due to

disruptive technologies

• Employing user service mapping and personas to understand the customer journey

High calibre speakers and panellists included:

• Mark Hand, Managing Director of Retail Distribution, ANZ

• Julie Bale, Chief Information Officer, Bank of Queensland

• Andy Weir, Chief Executive Enterprise Services and CIO,

Bankwest

• Dhiren Kulkarni, Chief Information Officer, St. George

Banking Group

• Rajat Taneja, Chief Information Officer – Asia Pacific General

Insurance, Zurich

• David Gee, Chief Information Officer, Credit Union Australia

• Ian Muir, Head of Customer Experience, Westpac

• Alan Grogan, Chief Analytics Officer, the Royal Bank of Scotland (UK)

• Greg McAweeney, Executive General Manager, RaboDirect Australia & New Zealand

• Mike Baldwin, Head of Innovation and Implementation, GTS, Westpac

• Janelle McGuinness, Head of Digital & Emerging Channels, ING Direct

• Murray Howe, Executive Manager, Digital Strategy & Innovation, Suncorp

• Martin Collings, Vice President, Head of Innovation Management & Commercialisation, MasterCard

Labs, MasterCard

• Vipin Kalra, Country Manager, Australia, Visa

• Andrew Fell, General Manager, Retail Banking, St George Bank

• Thor Essman, General Manager, Enterprise Applications, Development & Testing, NAB

• Kate Kerr, Head of Marketing, Communications & Client Experience, MetLife

• Linda Broady, Head of Customer Focus, Allianz Australia

• Anna-Maree Shaw, Head of Group Customer Marketing, Suncorp

Question time during the IT Leaders Panel

Digital Marketing Leaders Panel discussing how to drive the next wave of retail banking growth through digital marketing

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• Lisa Claes, Executive Director, Distribution, ING Direct

• Danny Malone, Executive, New Technologies, RACQ

• Ian Hendey, Group Executive, Sales, ME Bank

• Karen Ganschow, General Manager, Customer Relationship Marketing, Westpac

• Andrew Murrell, General Manager Direct and Digital Channels, Bank of Queensland

• Chris Kenny, Head of Marketing, ING Direct

• Simon Clarke, Head of Online Banking, Suncorp Bank

• Daniel Prowse, Head of Digital Marketing, ANZ

• Tim Tez, Chief Marketing Officer, AIA

• Rowena Samaraweera, Head of Digital Channels, Suncorp Bank

Delegate Profile

More than 100 leading banking and financial services organisations represented.

61%18%

8%

6%7%

Job function breakdown

61% ─ Manager/Other Executive

18% ─ C-level/Heads/Group Ops

8% ─ GM/Exec GM

7% ─ Dir/Exec Dir

6% ─ Senior Manager

70%

20%

7% 3%

Industry Breakdown

70% ─ Retail & Business Banking

20% ─ Investment Banking/Wealth Mgmt

7% ─ Analysts/Industry/Cards/Exchange/Other

3% ─ Insurance

More than 160 C-level executives and Divisional Heads represented.

Extremely valuable use of my time. A not to be missed event.

Jeffrey Evans, American Express

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Social Media Engagement

#FSTSYD created dynamic conversation throughout the event. FST Media embraces social media and there was plenty of discussion on Twitter during the conference. Delegates tweeted throughout the event adding an extra dimension to the conference, and expanding the reach of the sponsors through thousands of additional followers. Here is a snapshot of some of the tweets:

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44%

19%

17%

15%4%

What is your top IT priority for the next year?

44% ─ Enhance customer experience

19% ─ Using predictive analytics to gain customer insights

17% ─ Development of digital offerings

15% ─ Upgrading core systems

4% ─ Securing the bank from emerging threats

Critical industry insights from live polling results

Live polling of the delegation provided insights from CIOs, divisional heads and senior managers on a range of topical areas including top IT priorities of the year, how organisations are leveraging technology to enhance customer experience and enable sales growth, trends for financial institutions in the year ahead, must have mobile functionalities in the future, and main goals for core banking transformation.

46 per cent of organisations have a multi-channel approach to improving customer behaviour followed by 27 per cent investing in mobile and web banking and 13 per cent are engaging customers through social channels to enhance customer experience and enable sales growth. Results from live polling also revealed that a majority of delegates agreed that the convergence of mobile, social, data and cloud is biggest game changing technology for financial institutions in the year ahead. 37 per cent of attendees disclosed that mobile wallets is the must-have mobile functionality for banks in the future followed by 23 per cent voting P2P mobile payments.

68 per cent revealed that gauging customer behaviour trends would be dominant in their digital marketing strategy in assisting in their business over the next 18 months. 42 per cent of delegates advised that future-proofing the core technology for new forms of banking would be their main goal for core banking transformation followed by 22 per cent advising an upgrade to multi-channel banking was their main goal. According to 44 per cent of delegates enhancing customer experience is the top IT priority for financial institutions in the year ahead, followed by using predictive analytics to gain customer insights, development of digital offerings, upgrading core systems and securing the bank from emerging threats.

Testimonials

“I attend the FST Media event every year as my method of understanding the latest industry trends.”

Rainer Runge, Infocentric

“FST provide a well-managed technology conference by bringing technology leaders to the podium who share interesting insights and learnings in technology of the future.”

Kim Rook, Westpac

“The agenda was second-to-none and the day did not fail to live up to expectations.”

Mark Shaw, Hitachi Data Systems

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Sponsors FST Media would like to thank our sponsors for supporting this important industry event and delivering

another successful conference for the financial services and technology community.

LEAD SPONSOR

NETWORKING

LUNCH

POLLING SPONSOR

PLATINUM

& COFFEE

SPONSOR

PLATINUM

& COFFEE SPONSOR

SILVER SPONSORS

SUPPORT

SPONSORS

JUICE SPONSOR

FST Media produces the most successful technology conferences, roundtables and specialist publications for the banking, insurance and

wealth management sectors across the Asia Pacific region. With extensive management experience in conference production, journalism and

business development, FST Media is inextricably linked with excellence. The team prides its reputation on unparalleled access to senior

financial services executives, and the delivery of high-quality information on trends and disruptions in the financial services sector.

Head office L6, 30 Alfred Street Milsons Point NSW 2061 Sydney Australia P: + 61 2 9376 3220 E: info@fst.net.au

W: www.fst.net.au

Singapore office #02-07/08 China Square Central 20 Cross Street Singapore 048422 P: +65 3157 6020 E: info@fst.asia

W: www.fst.asia