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Omnichannel Digital Approach to Retail Banking
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Omnichannel Digital Approach to Retail Banking
  • Overview
  • Objectives & Outline
  • Methodology
  • Participant Profile
  • Trainer
  • Overview
    PROGRAMME DETAILS

    DATE

    18 – 19 July 2018

    TIME

    9:00 AM – 5:00 PM

    VENUE

    Asian Banking School
    14
    AICB
    CPD HOURS
    This intermediate programme is designed to help mid-level and senior executives understand how to build a competitive retail banking business for their banks through omnichannel banking. It takes participants through the journey of moving customers gradually towards omnichannel through improvements in back-office integration and more cohesive handling of previously fragmented channels. It also examines the opportunities and threats of new technologies, such as mobile phones and tablets, and how to exploit them effectively to achieve omnichannel digital.
    LEARNING LEVEL
    Intermediate
    PROGRAMME FEE*

    AICB MEMBER

    MYR

    2,200

    / PAX

    NON-MEMBER

    MYR

    2,700

    / PAX

    *inclusive of GST
  • Objectives & Outline
    LEARNING OBJECTIVES
    By the end of the programme, participants will be able to:
    • Know what is omnichannel and the need to redefine traditional channels
    • Gain an insight into the 4 stages in the evolution of the user experience and what customers look for in digital banking
    • Understand what customers want in omnichannel
    • Give reasons why banks must have an omnichannel digital strategy
    • List the advantages of omnichannel
    • Understand the obstacles banks face when delivering an omnichannel experience and ways to respond to challenges
    • Give inspiring examples of omnichannel user experience and learn from what the market leaders are doing and the lessons that can be learned from non-banks
    • State areas for retail banks to focus on in order to truly transform their approach to omnichannel


    PROGRAMME OUTLINE
    Meaning of Omnichannel Approach

    Evolution of User Experience
    • Single Channel
    • Multi-Channel
    • Cross Channel
    • Omnichannel

    Insight into What Customers Want in Omnichannel Banking
    • Conveniences
    • Excellent customer service
    • Personalised experiences

    Reasons Why Banks Must Have Omnichannel Digital Strategy
    • Emergence of new technologies into banking brought by the new digital economy
    • Customers want seamless navigation and a simple channel experience
    • Customers expect a real-time banking experience

    Advantages of Omnichannel
    • Improvement in customers’ perception and satisfaction
    • Improving sales
    • New income streams
    • Better data collection
    • Enhanced productivity

    Obstacles to Omnichannel Experience
    • Organisational and operational silos
    • Product-centric (instead of customer--centric) cultures
    • Cumbersome product development processes
    • Lack of “customer listening” skills

    Inspiring Examples of Omnichannel User Experience
    • Starbucks
    • Virgin Atlantic
    • Bank of America

    Key Areas to Make Omnichannel Banking a Reality
    • Customer
    • Channel Strategy
    • Digitisation
    • Culture
  • Methodology

    Interactive lectures, group discussion, group activities and presentation, and video presentations

  • Participant Profile
    Mid-level and senior executives in channels, retail banking, call centres and those who want to learn about an omnichannel digital approach to retail banking
  • Trainer

    Soo Chee Seang

    Josh Soo Chee Seang has 31 years of broad banking experience and has held various senior positions, including Sales and Operations Manager, Branch Manager, and Head of Channels Process Management. In his banking career, Josh has been involved in foreign exchange/ money market settlement and reconciliation, trade finance marketing and operations, branch banking/management and training. In his role as Head of Channels Process Management with UOB, he engaged with various stakeholders and carried out initiatives to optimise and rationalise the bank processes to stay ahead of the competition. Josh holds a Bachelor’s Degree in Economics, majoring in Statistics, from the University of Malaya.

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