Deliver Unparalleled Customer Service, Reduce Complexity and Improve Risk Management through Business Process Excellence

“In the second half of 2011 the ombudsman service upheld an average of 72% of complaints in favour of consumers, compared to 47% in the first half of 2011… Across the 163 individual businesses included in the complaints data, the overall uphold rates varied substantially between 6% and 98% upheld in favour of consumers” Financial Ombudman Service, February 2012

As these statistics show, global financial institutions still have a long way to go in their efforts to achieve unparalleled customer service. To maximise customer loyalty and win new customers, banks and insurance companies must transform their business and adopt a more customer centric approach to their operations and business process management.

How can you help your executive leadership transform your business through improved process excellence?
How can you communicate tangible ROI to the C-suite and Executive Board and secure support for new initiatives?
How can you remove unnecessary complexity to ensure that new projects are sustainable and continue to deliver added value year on year?

The Business Process Excellence in Financial Services Exchange provides the setting for senior executives to debate, network and understand effective business strategies at a level that befits their role. This exclusive, invitation only event tackles challenges and helps find solutions through a serious of cutting edge conference sessions, interactive think tank discussions and one-to-one meetings with pre-selected solution providers able to assist with programme delivery.

Top Featured Downloads

Deutsche Bank Takes the Customer Experience to the Next Level with BPM: An Interview with Abhijit Gupta

Deutsche Bank takes the customer experience to the next level with BPM: An interview with Abhijit Gupta, Head of Client Access and Trade Financial Application Services in Global Banking IT.

Getting the Basics Right to Ensure Successful Delivery, Return on Objectives and Value Creation

Getting the Basics right to ensure successful delivery, return on objectives and value creation. Kirsteen Caldow, Director of the Process Transformation Team takes you through the key steps, measures, tools and techniques for success

Implementing BPM Enterprise-Wide – interview with John Jarrett, AGF Trust

Implementing BPM Enterprise-wide - Interview with John Jarrett, Director of BPM, a premier Cnaadia-based investment solutions firm who reveals how to take the first steps in creating and enterprise wide BPM strategy.

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2012 Sponsors

2011 Media Partners

Your 2012 Expert Speaker Panel Includes:

Peter Horton
GI Chief Operating Officer
LV

Michael Gould
Group COO
Hiscox

Andreas Künzler
Managing Director, Efficiency & Productivity
UBS Wealth Management & Swiss Bank
Carole Plant
Managing Director, Business Process Re-engineering
Citigroup EMEA

Peter Henderson
SVP Strategy & Change Management
Bank of America

Reuben Karuna-Nidhi
Global Head of Lean Programme
Deutsche Bank
Sofie Blakstad
CIB Programmes Director
Royal Bank of Scotland

Derek Miers
Principal Analyst
Forrester Research

Randall Overby
Managing Director
Bank of New York Mellon
Sona Wintle
VP – Business Transformation
American Express

Mark Hookey
Director – Operational Excellence and Shared Services
Credit Suisse

Pietro Carnevale
Business Change Director, Strategy & Business Change
Aviva Europe
Nick Deacon
Global Head of Business Process Management
Nokia Siemens Networks

Pierre Pellerin
Lean Enterprise Leader Europe
Bose Europe