Part 1

Employing ICT for Improved Financial Customer Service Delivery to ‘Generation Y’

Workshop Objectives:
Improving customer service is a key strategic priority for major financial institutions around the world. Improving service will need to account for the profound generational and technological changes that have taken place, and will continue to take place at unprecedented rates. The market segment that will be contested on service will be Generation Y as they have completely different expectations from financial institutions.

This workshop will demonstrate how Generation Y prefers, and is indeed adopting, new styles of interactions in how it engages financial services. This is leading to growth and diversity in new channels used to reach them, and challenges in how they become integrated into existing channels. The key drivers of this are firstly, the rapid rise of social media, secondly mobility with much greater capacity and device capability, and lastly video which is increasingly becoming the preferred medium. The workshop provides five key trends on how communications technology can improve customer service delivered to and through Generation Y.

Workshop Agenda:
• Who is Generation Y and what has made them who they are?
- Major influences
- Behaviours and motivations
• What are their service expectations?
- Why customer satisfaction is important
- Generation Y as consumers and providers of service
• What role does technology play in this?
- Technology environment
- Technology response

About Your Workshop Leader:

Rocky Scopelliti
Head of Banking, Finance &
Insurance - Industry Development,
Telstra, Australia

Rocky is responsible for accelerating the awareness of and adoption of Telstra’s technology solutions in the Financial Services sector. He has extensive experience in both the Information Technology and Financial Services sectors, having held senior management responsibilities covering Product Development, Strategy & Planning, Business Development and Strategic Marketing. Educated in Australia and the US at Sydney University and Stanford University, Rocky has a Graduate Diploma in Corporate Management and a Masters in Business Administration.

Part 2

Partnering to Grow Your Mobile Financial Services Strategy

Workshop Objectives:
The success of a mobile money transfer service is hinged on being able to ensure mass market adoption and providing compelling service propositions. An integral part would be making sure that your exchange channels are pervasive and that users have wide array of uses: may it be for store payments or remittances. This course talks about why partnerships are essential, and how to ensure we get the right partners to have a completely robust ecosystem and services.

Workshop Agenda:

• Why are partnerships essential, and how to find the right partners?
• Who are your potential partners in growing your mobile financial services strategy?
• What are the various partner engagement models that can ensure synergy with your partners?
• What are the challenges that we face in trying to find synergies among industry players and leverage on respective strengths?

About Your Workshop Leader:

Joanne Avendano
Technical Services Group Head,
G-Exchange, Inc, Philippines

Joanne is responsible for the technical execution and timely delivery of business solutions to the core systems to peripheral support systems. She leads solutions design and ensures technical soundness, security and compliance to business requirements. Her current project portfolio includes 15 projects at any given time and she manages multiple teams from Data Gathering, Functional Scooping, Systems Design, Vendor Selection/Management, Acceptance Testing, and Service Management. Prior to this, Joanne had 11 years of professional experience in the fields of Information Technology, encompassing Project Management, Solutions Delivery, and Service Management.