29 - 30 November , 2016
Hong Kong

Day 1 - 29 November Tuesday

08:20 - 09:00 Registration & Morning Refreshments


Danny Khursigara

Former Chief Operating Officer, China & Taiwan
Royal Bank of Scotland

09:10 - 09:50 Keynote Presentation: Driving Growth in Hong Kong’s Financial Landscape

Esmond Lee Kin-Ying - Senior Advisor, Financial Services Development Council
  • Overview of Hong Kong’s current financial market
  • How can the financial services industry work together to maintain Hong Kong’s competitive edge as a leading global financial hub?
  • Evaluating key strategies to stay competitive and relevant in the digital age

Esmond Lee Kin-Ying

Senior Advisor
Financial Services Development Council

  • Digital disruption & the rise of Fintech: Identifying emerging threats and opportunities
  • How can organisations drive sustainable growth and the eventual evolution towards a digital enterprise?
  • Building organisational agility to keep pace with changing regulatory requirements and an evolving business environment

Edouard Zuber

Chief Digital Officer
AXA China Region


Sonia Wedrychowicz

Managing Director, Digital Bank
DBS Bank


Liam Gilligan

Head of Innovation Lab
Commonwealth Bank


Philippe Dirckx

Managing Director, Head of Markets & Initiatives, Asia Pacific

10:30 - 11:00 Networking Break

11:00 - 11:40 Truly Orchestrating & Managing Customer Journeys with Omni-Channel Solution

  • Delivering optimal customer journey consistently across all touchpoints
  • How can omni-channel drill into insights of every customer journey history to ensure delivery of right responses at the right time?
  • Best practices and case studies of leveraging omni-channel solution in financial services to improve workforce efficiency

11:40 - 12:20 Case Study: Embedding Yourself in the Customer Journey Roadmap – The DBS Perspective

Raju Nair - Regional Head, Customer Journey Experience, Consumer Banking Group, DBS Bank
  • Transitioning into a customer-centric organisation: Revisiting key strategies and challenges
  • Moving away from product innovation to customer-centricity: How do you go beyond the functional needs of your customers?
  • Adopting human-centred design principles to deliver exceptional customer experience

Raju Nair

Regional Head, Customer Journey Experience, Consumer Banking Group
DBS Bank

12:20 - 13:20 Lunch

13:20 - 14:00 Complying with AMLO: Know-Your-Customers (KYC) without Compromising on Customer Experience

Caroline Frangopoulos - Regional Head of KYC & Client Onboarding, Societe Generale
Frank Yazdi - Head of Client Services, APAC, Societe Generale
  • Reviewing the KYC and account opening process: Where are the major areas of conflicts impacting good customer experience?
  • Streamlining and refining the KYC process of acquiring data from customers
  • Interaction with customers: How can banks educate customers on the importance of AMLO compliance and get buy-in?

Caroline Frangopoulos

Regional Head of KYC & Client Onboarding
Societe Generale


Frank Yazdi

Head of Client Services, APAC
Societe Generale

  • Investigating the impact of financial regulations on customer experience
  • Exploring effective collaboration with regulators on complying and delivering world-class customer experience
  • Customer data acquisition: Discussing the possibility of a central repository system to enable cross transfer of customer data for financial transactions
  • Aligning people, process and technology for the best results

Michael Leung

Chief Information & Operations Officer
China CITIC Bank International


K.F. Lam

Executive Director, Head of Compliance
United Overseas Bank Hong Kong


Danny Khursigara

Former Chief Operating Officer, China & Taiwan
Royal Bank of Scotland


Jonathan Wan

Deputy Head of Personal Banking
Industrial and Commercial Bank of China (Asia)

  • Staying relevant – Understanding the preferences, expectations and consumption patterns of your modern customers
  • The latest digital trends and technologies – Making the distinction between must-haves and good-to-haves
  • Enabling the seamless integration of digital technologies with traditional legacy systems
  • Enhancing data security in the digital era

Liam Gilligan

Head of Innovation Lab
Commonwealth Bank


Henk ten Bos

Chief Information Officer
FTLife Insurance


Sriram Srinivasan

Head of Digital Platforms & Channel Operations, Asia Pacific

15:20 - 15:50 Networking Break

15:50 - 16:25 Harnessing User Experience Design to Optimize Digital Interactions with Customers

Scott Polchleb - Head of UX & Design, APAC, Visa
  • Redefining customer experience with design-thinking
  • Aligning customer expectations with online interactions
  • Creating digital experiences through interactive apps and mobile strategies
  • Establishing a user experience model built upon continuous improvement

Scott Polchleb

Head of UX & Design, APAC

16:25 - 16:30 During this part of the summit, delegates will get the opportunity to choose a topic of discussion for 45 minutes. Discussion groups are deliberately kept small to ensure all delegates get the opportunity to ask their most pressing questions, thereby guaranteeing an interactive and tailored experience.


Maya Nakhdjavani

Head of Continuous Improvement & Complaints Management, Global Customer Exp


Sudesh Thevasenabathy

Head of Customer Experience
AXA Hong Kong


Jonathan Hsu

Director, Head of SHK Direct & Digital Business
Sun Hung Kai Financial


Rémi Segoin

Head of Customer Experience & Innovation
BRED Banque Populaire

17:15 - 23:59 Closing Remarks