Hyper-personalisation and Digital Services Platform Evolution 2021 | Efma | 14 September 2021 | Virtual Event

The last year has been one of enormous volatility, uncertainty, complexity and ambiguity (VUCA) within Financial Services. The pre-pandemic transformation journeys that Financial Services players were on have been, or have to be, reassessed to accelerate and in some cases to de-escalate in terms of priority. It is estimated that it will take 3 years for retail banks to return to pre-2019 levels of profitability with leading retail banks being almost 2x as efficient as the typical player in the sector.

The re-shaping of distribution models for retail banks, linked to the increasing demand for hyper-personalised services is driving a new age in banking-as-a-service models. It is estimated that mobile banking has increased by 30% worldwide with HSBC recently announcing that 96% of UK transactions were made digitally. The stampede by banking customers to online channels has brought with it a series of challenges and opportunities. In addition, the low-interest-rate environment has driven a sense of urgency within Financial Services players to accelerate technology-enabled initiatives to reduce both the cost to acquire and the cost to serve customers.

The market landscape demands newer digital products and services provided by organisations who build a culture of innovation and put hyper-personalised services for their clients at the core.

Join us as we will explore:
• How hyper-personalisation is going to be a growth driver
• How personalisation can help increase customer value with differentiated brand propositions
• The evolution of platform-based business models in financial services

2021 Speakers

Rohit Garg
Executive Vice President and Head Business Banking, EMIRATES NBD GROUP

Dominic Provençal
Head of Business Banking, MCB Mauritius Commercial Bank

Ken Burke
Senior Financial Services Executive - CEO/MD & Non Executive Director

Vikas Krishan
Managing Director Growth and Clients, Globant

Jesse Weinberg
Executive Head: SME Customer Segment, First National Bank - FNB (South Africa)

Fernando Cea
Technical Director EMEA, Globant

Jessica Holzbach
Advisor, Co-Founder and former CCO of Penta

Martin Hyde
Head of HSBC Kinetic, HSBC

Rodrigo Castillo
Chief Information Officer - Retail Bank for Latin America, HSBC México

Lukas Dzuroska
SME Banking Program Director, Efma