Agenda

There are no agenda items with this track

7:15 am

7:15 am

Registration and Breakfast

8:15 am

8:15 am

Opening Comments from the Chair

8:30 am

8:30 am

KEYNOTE: EMBEDDING DIGITAL ACROSS THE BUSINESS

Embracing Organizational Change and End-to-End Digital Transformation

As customers become more tech savvy and financial services firms adapt to their changing needs, ‘Digital’ is increasingly being seen as a core business model strategy which affects the whole firm. This session will discuss best practice examples of holistic approaches to technology and explore the benefits of seeing digital transformation as an essential strategy. Morph your organization towards digital change:

  • Disruptive threats and emerging trends
  • New distribution channels and business models
  • Managing change and transformation around digital marketing that inspires, engages and captivates

Rebuild your organization to keep pace with the next generation of customers

9:00 am

9:00 am

INDUSTRY EXPERT: BUSINESS-CRITICAL DIGITAL MARKETING TRENDS FOR 2020

10 Tips Towards a Digital Future

Marketing today is radically different than the majority of marketing only 4 or 5 years ago. Hear how research, voice and tone, imagery, channels, and overall strategies can set your financial institution apart — but only if you’re willing to rethink some preconceived notions. Cut through the noise and gain practical tips on:

  • Build campaigns that build both awareness and sales
  • Leverage your own staff for research and feedback
  • Influence with content, pre-roll video, social media, quizzes, microsites, and more

Implement winning strategies used by first-mover disruptors.

9:30 am

9:30 am

CMO GAMECHANGERS PANEL: Optimising Your Digital Financial Services Customer Experience:

Invisible, Proactive, Seamless

In what ways can predictive analytics enhance customer experiences?

  • How can banks champion digital inclusion to reach a variety of customer segments in an open banking world?
  • Where can human touchpoints add value to a digital journey?
  • Preparing to serve the customer of 2030: where to invest in 2020?

10:00 am

10:00 am

CASE STUDY: DESIGN INNOVATION

Transforming Service and Product Designs in Today’s Experience Economy

Design thinking can support digital transformation. Mastering the digital user experience design lifecycle with an emphasis on empathy mapping is one of the key ways to remove friction across touchpoints. Develop a blueprint to:

  • Rethink service designs and customer journeys in view of external digital disruptions
  • Design experiences and products that integrate into your connected customer’s lifestyle
  • Create a sustainable design-led culture and harnessing the benefits of co-creation

Apply design thinking for more successful digital marketing and customer journeys

10:30 am

10:30 am

SPOTLIGHT SESSION: SMEs are customers too!

How Can Banks Learn From Challengers And Fintechs To Improve Their Services For SMes?

Supporting SMEs so they can build the pioneering products and services consumers want is key to driving growth and innovation across the country. The financial services industry is working harder than ever before to support SME customers, but there is a lot of work still to be done in building the communities, processes and mechanisms to give SMEs easier access to funds.

  • Putting the Customer First: Convenience vs Control
  • Understanding Micro-Businesses in Canada and the US
  • SME Finance, Past, Present & Future
  • Alternative finance: Meeting the needs of millennial business leaders

10:50 am

10:50 am

Morning Break

11:20 am

INDUSTRY EXPERT:

Common Mistakes that Plague Omnichannel Customer Communications …and how to avoid them!

Most organizations fall victim to some common pitfalls as they pursue the digital transformation of customer communications.  Join us for a discussion of best practices for communication strategies that are critical to successful transformation and delivery of omnichannel programs. Learn how to:

  • Eliminate operational silos and disjointed communications to ensure cohesive, consistent CX across teams and communications channels
  • Effectively manage multiple channels both throughout the transformation and on an ongoing basis to enable agility and responsiveness
  • Put content at the center of the communication to maximize the impact of your communications and enhance the customer experience

Harness multichannel top tips and tools to optimize communications

11:20 am

INDUSTRY EXPERT:

Core Digital & Content Marketing Methods for the FS Customer Journey

Recent studies indicate that most organizations do not have a documented content or digital marketing strategy or a well-defined customer journey. This session will pinpoint the strong correlation between creating a written content strategy and link to step-by-step process on:

  • Strategize, ideate and create user-focused content infused with SEO best practices that beat the competition
  • Where, when and how to promote your content in a way that encourages engagement
  • Create content that resonates with your audience at different stages of the customer journey

Learn the latest content planning methodologies and tap new planning tools

11:50 am

CASE STUDY: Right offer, right time, right channel

How can data-driven insights benefit both the bank and customer?

As financial marketers, the shift from real-time to right time marketing is driving forward thinking marketing strategies. This session explains how ‘Right Time’ marketing is boosting insights on a foundation of rich data for the ultimate connection with today’s consumers so. Find out what you are missing and how to close the gaps:

  • Big data and Channels: How to identify valuable cohorts, segments, and sub-segments
  • Applying your insights: How to translate data into relevant, personalized channel, device or partner
  • Right moment: How to cut through marketing clutter with messages at the right time.

Embrace the ‘Right Time Marketing’ innovation and change the way you acquire and connect with customers

11:50 am

CASE STUDY: Why Content is Taking Centre Stage:

Long-Term Engagement Via Storytelling and Channel Strategies

Evolving what our next generation of social content should look like and how it adds value globally is of vital important to digital marketers. This session offers you strategies to engage potential and existing customers in the most effective way. Source practical tips to:

  • Discover what makes truly effective content and what are the attributes of great content
  • Find out how to choose channels and develop a better communication strategy
  • How can financial institutions who own the relationship with customers, use what they already have, to develop messages to form closer relationships
  • Using your own data and social listening to come up with relevant messages

Creating stronger and meaningful storytelling

12:20 pm

CASE STUDY: Multichannel Tactics

Capture, Connect, Convert – How to Unify The Top Of Funnel For Better Results

Marketers rely on a variety of channels and tactics for capturing leads including digital advertising, content marketing, website forms and in-person events. This session looks at how to move from a traditional marketing perspective to one which manages the disconnect between different cultures, teams and technologies. Join us to find out how to plug the gaps:

  • How to manage change which moves from traditional to new digital multichannels
  • Identify which missing opportunities can quickly convert leads into revenue
  • Unify your systems by connecting your top-of-funnel demand channels tactics and lead generation campaigns

Aligning the moving parts to generate more leads and increase multichannel revenue

12:20 pm

CASE STUDY: Taking Content to the Next Level

Advanced Content Optimization Strategies

Relevant content is now the primary ranking factor with Google, leaving old-school keyword-only optimization tactics and fake-link building practices behind. Leave this session with actionable tips to create more effective content: Gaining lasting value from content is– find out how to:

  • But what are the latest SEO tactics? How does user intention fit in?
  • Use different media: video, blogs and podcasts to support a diverse content strategy
  • Increase content quality through guidelines, standards and a style guide
  • How to measure, adapt and reuse content across media

Build optimum content strategies to engage with your communities

12:50 pm

12:50 pm

Networking Lunch

2:00 pm

INDUSTRY EXPERT:

Exceed Customer Expectations with Interactive Personalized Digital Marketing

Use interactive personalized digital marketing to guide your customers through a sales and learning path that is personally meaningful. Customer expectations have transformed how brands engage with their customers, ensure you are prepared to fully engage customers with your marketing. Grasp insights to:

  • Deliver personalized digital experiences to exclusive customers
  • Provide a customized first-time experience for every customer
  • Prospect digitally with personalized text/email campaigns

Allow your customers to interact with personalized content that keeps them engaged throughout the whole experience.

2:00 pm

CASE STUDY:

Maximise Your Social Media Marketing Strategy for Growth as a Customer Services Channel

Increasingly, social media is being harnessed as an important channel through which consumers can solicit and receive customer service especially with the rise of conversational business. In this session, you will learn key strategies to amplify brand communications across social media in a positive way. Build a blueprint to:

  • Identifying and activating key team members to build social media customer support: Community managers
  • Integrating Social channels with other multichannel customer support
  • Managing influencers and teams to have creative freedom
  • Calculating the ROI for your strategy or can you?

Come away with practical tips on how to get better outcomes for social customer engagement

2:30 pm

PANEL:

Turning Personalization into ROI – How to Monetize Tactics and Enable Better Digital Marketing

Walk through the process to bridge the gap between data, insights and personalization. Implement to improve optimization, targeting, and your customer experience across channels. Take away specific solutions to:

  • Refine customer segments using 1st and 3rd party data
  • Construct a next-action analytics engine
  • Reconcile data and competency gaps

Deploy analytics to deliver profits and client value for your business

2:30 pm

PANEL:

Using Social Media to Build Brand Recognition in a Cost-effective Way

In some markets you can’t have a branch on every corner. Build brand recognition with social media. Explore how your institution can leverage social to build your brand without major investments. Sources insights on:

  • Selecting social channels
  • Engaging customers in conversation
  • Building a brand in the digital space

Build your brand via social media without a big budget

3:00 pm

INDUSTRY EXPERT:

SEO and Using Personalization for Enhanced Website Experiences which Increase Sales

Customers and visitors have different needs from your website. Combine SEO with a more personalized approach to your site to give users the experience they need. Source insights on how to:

  • Connect your CMS with your bank
  • Personalize your sales area
  • Make changes without releases from IT

Create a personalized experience for your customers and website visitors.

3:00 pm

INDUSTRY EXPERT:

Data Driven Storytelling for Truly Connected Social Experience

What is the future of social and which are the essential trends & strategies for 2020? This session examines how to succeed in the future with a more meaningful customer relationship via social authenticity. Grasp insights to:

  • Discover the power of storytelling and creating shareable social content
  • Set up a loyalty programmes which consistently engage and perform
  • Acquire knowledge on social media improvements to implement quickly

Dramatically improve your social media skills and increment sales

3:30 pm

3:30 pm

Afternoon Networking Break

3:50 pm

3:50 pm

FIRESIDE CHAT: Launching a Digital Channel

How Partnerships, Influencers and PR Can Help Drive Success

With demand for attention on the rise and overwhelming financial product options on the market, consumers are beginning to lose sight of who they can trust. This session will focus on SME needs and how to engage them in future technology and innovative products instead of today or yesterday’s finance. Discover a new 360° approach to SMEs for better access to liquidity, better opportunities for partnerships and the role of influences and PR communications

4:10 pm

4:10 pm

INDUSTRY EXPERT

Develop Best Practices for your Data Analytics

Financial institutions are familiar with analytics, while Digital Marketing is emerging in their use of analytics for customer growth. Yet, practices keep evolving. Fortify the impact of your data analytics for marketing with state-of-the-art practices. Create a roadmap to:

  • Leverage data and establish your strategic objectives
  • Strategize on the prioritization of large amounts of collected data
  • Ensure the impact of your analytics on the success of marketing growth

Source best practices to refine your analytics for digital marketing

4:40 pm

4:40 pm

CASE STUDY:

Harnessing Latest Data and Technology to Drive New Product Development Around Digital Marketing

The financial services industry has seen drastic technology-led changes over the past few years. Automated decision making can slot into your current marketing and product development processes and has the power to transform the way you do business. Here’s a more detailed look at the benefits of using automation, you’ll learn how to:

  • Develop a data and technology-led plan for marketing team transformation and acceleration
  • How automation allows you to streamline validation processes and give a faster decision
  • Uncover hidden barriers to organizational change around new product development better aligned to the digital market

Win over customers with automated decision making to enhance digital marketing.

5:10 pm

5:10 pm

CLOSING POWER PANEL: MOBILE MOMENTS:

How Enhance Your Mobile Customer Experiences to Increase Conversions

Customers and visitors have different needs from your mobile proposition. Find out what your customers want from your mobile site and what critical changes you need to make: Source insights on how to:

  • The changing face of mobile and what next for marketers
  • Building an integrated mobile, website and online seamless experience
  • Customize your sales area with clever cross-selling

Building an integrated, robust mobile experience

5:40 pm

5:40 pm

Evening Executive Cocktail Reception

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