15 - 16 August, 2017 | Novotel Sydney Central, Sydney, Australia

Conference Day One: Tuesday, 15 August 2017

8:30 am - 9:00 am Coffee And Registration

9:00 am - 9:10 am Conference Opening – Remarks from the Conference Chairperson

9:10 am - 9:50 am AI and Machine Learning – Humanizing Digital Self-Service For A Personalized Customer Experience

This session will delve into a case-study approach into innovating customer service delivery moving towards 3rd Century banking by leveraging AI and Machine Learning at the core of its initiatives.

  • Gaining insights into customer journey through intuitive, cognitive computing capabilities
  • Humanizing the current digital self service through AI chatbots that understand and converse with customers
  • Driving a start-up culture that leverages on emerging technologies and developments across the globe

9:50 am - 10:30 am Macquarie Group Case Study: Shedding Service Costs By Leveraging Process Automation To Deliver Robo-Advice

With the banking landscape moving towards customer centricity, Macquarie Group’s Wealth Management business has implemented process automation to deliver end-to-end digital wealth services for its retail customers and white-label businesses that leverages over 30,000 investment options to make tailored recommendations. With this program enabling delivery of digital advice that’s up to a 10x cost advantage over traditional services, this case study will run you through:

  • Moving beyond the current cottage industry approach by leveraging process automation to deliver advice that addresses granular customer needs
  • A platform-based, modular, data intensive approach that enables mass customisation
  • Macquarie’s proprietary rules-based approach that ensures rigour, enables service scalability and lowers price points
  • Connecting a hybrid model that frees up human advisors to do what they do best by employing machines to do what they do best
  • Harnessing the speed of process automation to create an engaged client wealth experience
  • Why an open-API approach enables a simple and cost-effective solution for innovation and shared resources

10:30 am - 11:00 am Speed Networking

11:00 am - 11:30 am Morning Tea

11:30 am - 12:10 pm Panel Discussion: How Might Financial Institutions Overcome Regulatory Compliance Commitments And Data Management Challenges With Delivering Personalized Digital Advisory And Banking Services?

Mark Fordtree - CEO, Ignition Wealth
Jason Andriessen - Chief Customer Officer, StatePlus
Blockchain, cognitive computing, the Internet of Things, robo advice, the cloud and big data – they are all tipped to be the future of digital financial services. But while these technologies improve personalized service, regulatory and compliance commitments are proving to be stumbling blocks that blunt the potential for innovation. With ambiguity around how financial institutions might address these challenges, this panel discussion will shed light on:

  • Addressing the challenges with providing personalized recommendations and advice through digital channels
  • Garnering process optimization and delivering personalization in a highly regulated environment
  • Ensuring that customers have understood the terms and agreements they sign-up for
  • Looking at potential for fintech collaboration to overcome regulatory and compliance challenges
  • Reflecting on ASIC’s work with fintech space on regulations how and they might provide solutions for traditional financial service providers


Mark Fordtree

Ignition Wealth

Jason Andriessen

Chief Customer Officer

12:10 pm - 12:50 pm HSBC Case Study: Predictive Analytics Strategy – Bridging The Gap Between Digital Activity Data And Desirable Customer Services

Today’s customer seeks a simple and seamless digital experience. If this is addressed, higher customer satisfaction, loyalty and referral will be observed. If not, with the ease of service provider transferability, customers will be lost. This session will run you through HSBC’s comprehensive analytics strategy and journey to provide insights into:

  • Leveraging psychographic and demographic consumption analytics to correlate customer behavior with digital activities
  • Sifting through troves of data for insights on relevant behavior patterns and pain points to deliver products & campaigns that generate ROI
  • Blue-ocean strategy for banking based on innovative disruptors from the financial ecosystem

12:50 pm - 1:50 pm Lunch Break

1:50 pm - 2:50 pm Interactive Discussion Groups

We have introduced Interactive Discussion Groups at our 2017 event to increase the interactivity on site and enable you to network with your peers on the topics most pertinent to you. Each discussion group will be hosted by a true thought leader in the space to give you an end-to-end point-of-view on each topic. You will have the opportunity to participate in two 30 minute discussions during the session.

Roundtable A

1:50 pm - 2:50 pm Building A Comprehensive Data Analytics Capability For Personalized Service Delivery Across Employed Channels
In today’s digital world, data analytics is key to survival and innovation. The digitally-engaged customer seeks comprehensive, personalized services that are delivered with simplicity across all the consumer touch points. Hence, this session will shed light on the best practices and capabilities to harbor at your organization for a unified omni-channel approach across all departments and channels.
  • Building a data warehouse that enables service personalization through sifting of ‘good’ and ‘bad’ quality data
  • Addressing the challenges with aligning and integrating the employed channels to enable output of comprehensive and actionable data
  • Role of third party technology firms to bring about analytical cost-efficiencies
  • Tying analytics into actionable solutions and strategies that serve customer pain-points

Roundtable B

1:50 pm - 2:50 pm Cost and Benefit Realization of New Innovative Developments
Dan Taylor - General Manager, Innovation, Tal Group
  • Developing a clear business case for investment
  • Deciding on the KPIs and Metrics that evaluate new service and product performance
  • Analyzing and addressing staff capability requirements & changes to execute innovative initiatives
  • Evaluating your proposed solution rollout through a blend of functional capability and cost efficiency

Dan Taylor

General Manager, Innovation
Tal Group

Roundtable C

1:50 pm - 2:50 pm Bolstering ROI By Enhancing Digital Sales Initiatives Through Frictionless Omni-channel Service Delivery
While digital services and products are becoming the way of market delivery, organizations still face issues with conversion of sales for the products and services. The digital experience has various lags in terms of application procedures and channel integration which leads to a loss prospects that go on to find other simpler alternatives such as those offered by fintechs. Moreover, the great investment and effort put into marketing doesn’t convert into the intended ROI. Hence this IDG will address how organizations can:
  • Streamline digital channel processes across mobile, online, etc. to prioritize simplification of retail and business customer experiences and mandatory protocols
  • Integrate multiple marketing channels for an seamless and frictionless omni-channel experience
  • Tying cross-selling and up-selling opportunities into digital platforms

2:50 pm - 3:30 pm Executing A Digital Transformation Program That Enables Innovative Marketing Campaigns And Maximizes Return on Investment (ROI)

In a bid to tailor more relevant campaigns and maximize on new digital marketing capabilities on offer, HCF has recently embarked on a digital transformation journey. With a lot of options and ideas available in the market to execute marketing initiatives, this session will run you though:
  • How HCF approached digital transformation across web, mobile and digital channels
  • Choosing relevant marketing solutions dictated by strategic goals
  • Leveraging data to enable customer profiling and experience mapping
  • Translating customer insights into innovative, tailored content marketing in the print and digital channels

3:30 pm - 4:10 pm Afternoon Tea

4:10 pm - 4:50 pm Blending Owned and Partnered Experiences To Create A Customer Marketplace

Simon Clarke - Executive Manager – Digital Planning, Suncorp Group
  • Building a functional and experience framework to enable a marketplace
  • Shifting to journeys and enabling services & propositions not owned by you
  • How Suncorp is creating the world’s first financial services marketplace

Simon Clarke

Executive Manager – Digital Planning
Suncorp Group

4:50 pm - 5:30 pm Champagne Roundtable: Cyber Crime and Fraud: Quelling Security Concerns Through Biometric & Blockchain Technologies That Safeguard Customer Data And Resources

Atul Narang - Founder and CIO, HashChing
While digital services have expedited in the market, so have security breaches and cyber crime. The biggest reason for poor technology adoption by consumers is around security concerns. Many financial institutions have already started prototyping with this technology, looking at potential for it to disrupt digital payments and transactions. Gain insight into some first-hand experiences with implementing emerging technologies that seek to re-define digital channel safety.
  • How blockchain increases effectiveness of transaction monitoring
  • Potential for biometrics and other emerging security technologies to reduce data breaches and cyber fraud
  • Learning from previous cases of cyber crime and fraud


Atul Narang

Founder and CIO

5:30 pm - 5:40 pm Conference Closing – Remarks from the Conference Chairperson

5:40 pm - 5:40 pm Networking Drinks