This Masterclass will guide managers responsible for transformation journeys as well as day-to-day management of distribution networks through the challenges of rapidly increasing digitization and shifting customer trends. It will help attendees strategically rethink the role of physical distribution in a digital, data-driven world as well as look at specific actionable improvements in day-to-day operations of the branch network and its optimal positioning on the distribution platform.
Among others, we will look into branch networks and formats of the future - using a modern data-driven approach to development and ongoing evolution – as well as the key role of CRM in the distribution platform of the future. We will explore effective ways of augmenting human banking with data-driven insights and modern technology. We will also deep dive into the technology-assisted service model of the future, with remote servicing, digitized processes, and branches optimized for high-value transactions.
The masterclass will be divided into three sessions per 3 hours focused on:
- The role of channels in a modern bionic distribution platform
- The use of data and CRM to elevate customer experience and increase the effectiveness of human bankers
- Bionic customer service model with digitized processes for on-site and remote scenarios
By the end of this program, participants will:
- Explore the future role of channels in a modern bionic distribution platform
- Get a better understanding of key considerations for designing the optimal distribution platform
- Explore data-driven banking, the role of CRM, and examples of best practice applications
- Discuss selected customer journeys and service scenarios, blending digital and physical
- Engage in global peer collaboration and networking to share knowledge and inspire each other on the learning journey
- Receive a certificate of completion
Expert
Slawek Koziol
ADAPTOVATE
Project Lead – Europe
Agenda
Practical information
Date
08 June - 10 June
Duration
3-hour long sessions on each of the 3 days
- starts at 10:00 CET / 13:00 Dubai time / 17:00 Singapore time
Platform
Online meeting hosted on MS Teams
Pricing
For Efma member institutions - €900
For non-member institutions - €1,350
Cancellation
If you cancel your registration up to 45 days before the Masterclass, it's free of charge.
For a cancellation made between 44 days to 30 days prior to the Masterclass, you will be charged 20% of your registration fee.
Canceling your registration at any later point will result in charging 100% of the fee unless a medical certificate is provided.