Celent Banking Roundtable: New Imperatives for Omnichannel Delivery

Toronto, Ontario
Monday, November 18, 2013


(Download the Agenda)

8:30 a.m.   Working Breakfast and Introduction
9:30 a.m.   Components of the "New Normal": Why Retail Delivery Will Never Be the Same

Retail banking customers are driving the most fundamental change in delivery that the industry has ever seen; these empowered consumers have new knowledge and expectations that are forcing banks to up their game.  Banks have no choice but to reconsider their overall system of retail delivery. This session will provide an overview of the landscape and dive into the forces that are reshaping the retail banking landscape.
9:55 a.m.

Implications for the Branch Channel

A large expense for retail banks is their branch network. It will have to change. The branch of the not so distant future is more than just talk this time; it’s not optional. It will entail transaction and sales/service automation; physical re-design; and cultural and organizational change. Moving to this new branch mindset is a journey, not a destination. This session will describe why results will almost always be delivered in increments, not via a “big-bang.” The session will also explore how to execute branch transformation in a multichannel context.
 10:20 a.m.   Implications for Digital Channel

Celent surveys indicate that mobile banking and multi-channel delivery are “top retail banking technologies.” What does that mean for Canadian consumers? This session will explore key trends in online, mobile and tablet banking. Examples will be provided of banks and startups that are challenging the status quo with slick experiences and innovative business models. This session will also emphasize the role of the bank as a digital powerhouse while complementing physical channels.
 10:45 a.m.   Break
 11:00 a.m.   Open Forum - Peer Discussion

This session will provide an opportunity to interact with your peers and discuss some of the trends in the marketplace. Sample topics include:
  • What is the customer’s perspective?
  • Do you watch other industries? Who and how?
  • Will remote deposit capture (RDC) be a success or failure in Canada?
  • How will the role of the branch change in an omnichannel environment?
 12:00 p.m.
   Closing Remarks







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