2013 SAS Canada Financial Services Executive Summit

Welcome & Opening Remarks

Mark Jeffries, Conference Host

The Data-driven Customer Experience: 

A Journey to Deep and Enduring Customer Relationships

Angus Ross, Head of Portfolio Management & Optimisation,

The Westpac Group

Session Description:

The presentation will focus on the drivers, approach and learning's from Westpac's customer information transformation. Aspects include

• Big Data;
• Real-Time Multichannel Marketing; and
• Delivery Innovation.

Aligning Business and IT: How Analytics Drives Collaboration
Jill Dyché, Vice President, SAS Best Practices, SAS

Session Description:

After over-relying on packaged applications and disparate decision support teams, financial services firms are confronting the realities of reactive reporting and fraught data. Fraud detection, risk avoidance, regulatory compliance, “know thy customer,” and other information-intensive mandates have become forces for renewed business understanding and reporting. The early-adopters are leveraging these as opportunities to drive a new level of awareness around managing analytics as a formal and strategic program.

The laggards? The proliferation of silo-ed data and systems have forced them into a largely operational role, focused more on “keeping the lights on” than driving business value. Isolated individuals generate reports in a vacuum, many of which are obsolete by the time they hit the private banker’s iPad screen.

So, is your organization visionary or lagging? In this presentation author and SAS Vice President Jill Dyché will discuss how financial services firms can manage BI and analytics programs as a portfolio of business capabilities. She’ll discuss how new rules of engagement between business and IT can either eliminate, support, or foster fact-based decisions. And she’ll describe how banks are using analytics and data management as fresh models for business-IT alignment and collaboration.

What You Will Learn:

• The components of a successful BI and analytics strategy
• What a BI Portfolio looks like in financial services
• How to convince executives to (re)invest in analytics

Concurrent Sessions:

A. Marketing/Customer Intelligence  Stream

Session Leader:             

Marianne Seiler, Customer Analytics Sr. Principal, Accenture;

Session Description:

Enabled by technology, customers are interacting differently with suppliers than ever before. Today customer interactions are dynamic, accessible and continuous.

In this new world, where customers no longer enter a channel but are continuously in the channel, the key to profitable growth is to master the resulting Nonstop-Customer Experience.

Companies will need to hone advanced analytical abilities to follow and guide customers through the non-stop customer journey. They’ll need deep fluency in cutting-edge interactive technologies in order to provide relevance at scale – getting right customized interactions real-time to all customers.

Examples from Banking and across service industries will be highlighted to illustrate how leaders are leveraging analytics to orchestrate the Non-Stop Customer Experience.

B. Risk/Fraud/Regulatory Stream

Session Leaders:             

Dr. Sanjiv Talwar, Managing Director, Risk Capital & Stress Testing, Bank of Montreal

Leon Bloom, Partner, Enterprise Risk, Deloitte

Paul Skippen, Partner, Capital Markets & Regulatory Consulting, Deloitte

TBC:  Tom Kimner, Director, Americas Risk Practices, SAS (Session Moderator)

Session Description:

Financial services organizations are facing an escalating number of globally systematic risks - risks that may profoundly impact their reputation, that call into question established business models and that have direct and indirect impact on their customer’s experience.

This session will address:

• Strategic risk and its reputational risk implications
• How capital and liquidity requirements will help define business strategies and objectives
• Stress testing and scenario analysis as strategic tools that management can leverage to enable faster responses and competitive advantage in times of crisis; and
• The fast growing trend to appoint a Chief Data Officer

We will discuss the above topic areas, the changes that can be expected and how financial institutions can best leverage these changes to better their customer’s experience.

C. Big Data & Business Visualization Stream

Session Leaders:

Vince Dell’Anno, Managing Director, Emerging Technology Innovation – Data Domain, Accenture
Charles Dugas, AVP Research & Development, Aviva Canada

Session Description:

In the Analytics Journey to ROI, global financial services firms are faced with tremendous opportunities to leverage big data to move beyond a product mindset and offer differentiated customer experiences. They face many challenges too. This session will explore big data and the role of data discovery enabled by emerging technologies to realize analytic-driven outcomes.

Luncheon Keynote: 

How Financial Services Firms Compare their Analytic Capability & the Impact on the Omni-Channel Bank of the Future

Learn where financial services firms across North America are in terms of their management of customer data from across the organization, the kinds of marketing analytics they’re investing in, how they manage their customer contact, and measure customer profitability, plus how their teams are organized for success. Findings from SAS’ first-ever North American quantitative market research study will be shared along with perspectives on how organizations are building capability to deliver on the omni-channel bank of the future.

Thought Leaders Panel Discussion: 

Moderated by:  Mark Jeffries

Panelists Include:            

Lisa Ritchie, SVP Customer Knowledge & Insights, Scotiabank;

Angus Ross, Head of Portfolio Management and Optmisation, Westpac
Anthony Klick, Partner, Head of Banking Strategy, PwC

Session Description:

Our panel of experts will share how financial services firms can ride the burgeoning tidal wave of big data – including information on mobile and emerging payments, social media chatter, telematics, customer intelligence and more – to create a real competitive advantage.

Topics discussed will include:

Real-Time Across the Disciplines, Accelerating Revenue Growth by Delivering on the Next Generation Customer Experience, One Customer Strategies, The Role Technology Plays in the Future FI.

Moving Towards a Unified, Secure Customer Experience

Dan Soto, Chief Compliance Office, Ally Financial

Session Description:

Discussing how meeting regulatory requirements, mitigating risk and fraud and cybercrime prevention efforts must also support a financial institution’s strategic goals of increasing customer satisfaction and contributing additional revenue—all while protecting customers and the organization’s reputation.

Concluding Remarks from the Conference Host

Mark Jeffries