9:00 – 9:35

DIGITIZATION AND DIGITAL TRANSFORMATION
Challenges of transitioning from legacy infrastructure to the next generation of digital

• Executing between transformation strategy and initiatives execution across the business
• Reducing the cost and time it takes to make change
• Ensuring process is made easier for the customer when digitally transforming
• Enhancing digital infrastructure to better integrate with partners
• Understanding how AI and ML is being used for digitization
• Ensuring governance is carried out correctly to identify potential new risks
• Aligning transformation targets across an institution
• Transforming digital service to compete with digitally and tech focused companies
• Improving connectivity of online and in branch technology
• Adhering to regulations when digitally transforming
• Effectively managing technical debt when transforming digitally
• Developing digital transformation at an enterprise level

9:35 – 10:10

INFRASTRUCTURE/ARCHITECTURE
Leveraging technology to bridge the gap between legacy systems and new technology infrastructure systems

• Leveraging microservices to augment existing legacy systems
• Converting from a legacy bank to a new digital infrastructure
• Adapting infrastructure to drive more holistic consistency across an institution
• Complexities with enhancing a banks infrastructure to a new technology
• Funding challenges with transitioning away from a legacy system
• Overcoming legacy systems in order to compete with digital banking competitors
• Optimizing digital infrastructure footprint as data continue to grows
• Using AI to move traditional infrastructure to newer digital technologies
• Interoperability challenges of legacy and new technology
• Utilizing the full potential of new digital systems or partnerships
• Improving reliability and ease of digital use with an enhanced infrastructure

10:10-10:40

Morning refreshment break and networking

10:40 – 11:25

FINTECH COLLABORATION – PANEL DISCUSSION
Assessing what lessons legacy banks can learn from fintech digital only banks through collaboration and partnerships

• Regulatory disparities between legacy and digital banks
• Assessing how firms partner with the best fintechs and solutions for the customers benefit
• Analyzing competition for customer experience between banks and big tech companies
• Partnering with fintechs to create journey based experiences
• Sharing data and experience to build digital relationships with fintechs
• Adapting strategies to compete with seamless customer experience of bigetchorganizations
• Reviewing how fintechs are leveraging AI to create products and protect against fraud

11:25 – 12:25

CHATBOTS WORKSHOP
Improving an institutions chatbots to enhance customer experience

• Managing experience expectation from customers
• Optimizing existing chatbots with newer advanced technologies
• Use of generative AI to improve function
• Challenges of developing out chatbots with the use of AI
• Enhancing chatbots for greater capabilities across the bank
• Reviewing the change in customer behavior with the use of chatbots
• Enhancing operational efficiency and automation

12:25-1:25

Lunch break and networking

1:25- 2:10

CHATGPT/GENERATIVE AI – PANEL DISCUSSION
Enhancing generative AI tools for use within the banking sector

• Safety, ethical challenges and responsibilities with the use of ChatGPT
• Understanding how large language models can support and enhance a user’s journey
• Use of large language models whilst adhering to regulatory requirements
• Understanding and overcoming bias challenges
• Need for large volumes of accurate data
• Improving the precision of generative AI for certain tasks
• Reviewing areas of a bank that generative AI can be used to improve services
• Digitizing manual process through the use of large language models
• Demonstrating transparency and trust with generative AI models
• Assessing the accuracy of generative AI output
• How will the use of ChatGPT continue to evolve within banking?

2:10- 2:45

AI AND MACHINE LEARNING
Use of AI and ML to conduct predictive analytics on data and bring new products to the market

• Importance of accurate data for AI and Machine Learning
• Carrying out required due diligence on AI solution providers
• Ensuring digital data is applied in a appropriate way
• Leveraging AI to improve digital experiences
• Reviewing current and future capabilities of AI within a institution
• Optimizing current process with AI to enhance a customers experience
• Building predictive analytics on top of available data
• Discussing how AI and Machine Learning will be regulated within firms

2:45- 3:20

OPEN BANKING
Reviewing how digital environments are preparing for or already using open banking as a tool

• Leveraging open banking to benefit retail sector and institutional clients
• Overcoming the challenge of aggregating bank accounts
• Enhance security when aggregating bank accounts to ensure protection of customer’s data
• Lessons learnt to effectively implement and manage open banking
• Legacy issues when it comes to implementing open banking
• Applying AI and Machine learning to open banking and open data

3:20-3:50

Afternoon refreshment break and networking

3:50- 4:25

TECHNOLOGY
Keeping up with the pace of technological advancements

• Upskilling workforce to keep ahead of technological developments
• Ensuring technology is built out correctly and capabilities fully utilized
• Assessing usage patterns to understand best practice and improve new technology adoption
• Assessing the investments within tech whilst anticipating a recession
• Improving efficiencies in operations with latest technologies
• Assessing developments in cloud technologies
• Assessing the technological capabilities of quantum computing

4:25- 5:00

CBDC, STABLECOINS AND DIGITAL ASSETS
Reviewing which firms will be driving CBDC adoption and who CBDCs will be initially made available to in the US

• Incorporating digital assets into the online digital experience
• Anticipating regulatory expectations on digital assets
• Understanding how stablecoins and CBDC would enter the digital assets space
• Understanding new risks introduced with stablecoins and CBDC
• Reviewing privacy concerns of using CBDC
• Transfer of CBDC ownership across borders
• Tracking the ownership and also the usage of a digital currency across users
• Impact of CBDC on monetary policies for countries

5:00- 5:35

BLOCKCHAIN
Leveraging blockchain technology to build new market infrastructure

• Reviewing the use cases of blockchain technology within financial institutions
• Use of blockchain to enhance real time settlement between businesses
• Need for regulatory clarity on blockchain use within firms
• Lack of maturity of blockchain and the challenges it poses
• Working with regulators to define right roadmap and adherence
• Incorporating risk and compliance to protect client

5:35-5:45

Chair’s closing remarks

5:45

End of day one and networking drinks reception

9:00- 9:45

REAL-TIME PAYMENTS – PANEL DISCUSSION
Anticipating how the real-time payments landscape will continue to grow over the next year

• Shifting real-time payments out of siloed applications and viewing holistically
• Complexities of real time payments across jurisdictions
• Digitizing and automating treasury operations to enhance real-time payments
• Challenges and opportunities with the increased use of real-time payments
• Collaboration with European firms to enhance real time payments
• Ensuring risk controls are in place for real-time payments
• Operational risk of keeping up with real-time payments
• Preventing heightened fraud risk due to shortened life cycle of real-time payments

9:45- 10:20

TREASURY
Reviewing how technology has become an enabler to fully digitize treasury operations

• Understanding how digitized treasury operations can enhance liquidity management
• Leveraging real-time payments to enhance a customer journey
• Importance of partnering with the right technology partner
• Demand for IT capacity for integration
• Leveraging technology to enhance connectivity of treasury departments globally
• Importance of creating a central data lake used for multiple functions
• Improving efficiencies from a treasury perspective through digitalization
• Ability to integrate granular treasury data into different systems

10:20-10:50

Morning refreshment break and networking

10:50- 11:25

CUSTOMER EXPERIENCE
Enhancing customer experience to compete with digital banks and big tech organizations

• Addressing how AI can assist with improving a customers experience
• Requirements on data and technology to provide a seamless experience
• Enhancing the front and back end process to improve the customers experience
• Breaking the cycle of customer relationship fragmentation
• Improving customer’s experience with increased partnership with non-financial services
• Using intelligent targeting to better understand and anticipate the customers need
• Overcoming pushback from senior leadership in CX funding and buy in

11:25- 12:00

USER EXPERIENCE & CUSTOMER JOURNEY
Improving customer onboarding process and remove any unnecessary friction

• Enhancing user experience across different providers
• Understanding how internal silos can limits seamless customer journey
• Cost to create and improve digital experiences
• Ensuring customer data privacy is adhered to on your platform
• Blending digital and in-person channels to enhance the user experience
• Crafting a seamless digital journey based on core experiences
• Reliance on data and infrastructure for an efficient digital journey
• Use of middleware to improve digital experiences
• Understanding various customer behavior to enhance a customers journey
• Managing a lack of tolerance from customers
• Enhancing experience through using journey mapping and UX analytics

12:00- 12:35

PERSONALIZATION
Leveraging digital platforms to better personalize and offer products in a more efficient way

• Understanding individuals’ behavior in order to tailor unique services
• Security concerns of having increased data for personalization
• Use of generative AI to enhance personalization
• Enhancing data use to better personalize products
• Personalization competitions with BigTech company’s such as Amazon or Netflix

12:35-1:35

Lunch break and networking

1:35- 2:20

DATA – PANEL DISCUSSION
Leveraging accurate data for a deeper insight on merchants, consumers and customers

• Use of data to understand and improve a customer’s experience
• Leveraging use of real-time data to enhance a banks strategy
• Ensuring customer/client data is effectively protected
• Re-engineering systems to improve data management
• Assessing how AI and technology can enhance the management of data
• Technology advancements dependent on accurate data
• Connecting data systems together in order to view it holistically
• Importance of developing a harmonized data platform
• Understanding business processes and overlaying different types of data

2:20- 2:55

FRAUD & CYBER SECURITY
Staying ahead of fraudsters in a digitally enhanced environment

• Anticipating increased risk for digitally transformed banks
• Utilizing institutional knowledge to better understand and mitigate fraud risks
• Understanding how fraudsters overcome compliance protocols in place
• Increased mobile use and the potential fraud risks associated with this
• Monitoring customer behavior to anticipate fraudulent behavior
• Ensuring identity of the people you are doing business with
• Ensuring risk controls are in place for enhanced digital systems security
• Preventing reputational risk with sufficient cyber security controls
• Combatting the increase of cyber and ransomware attacks
• Enhancing cyber protection on digital and mobile banking apps

3:25- 4:00

HOLLISTIC RISK MANAGEMENT
Managingchanging nature of riskin digital environments and how risk management needs to evolve

• Overview of traditional risk management approaches
  • How does this need to be adapted?
• Regulatory and customer response to evolving risks
• Amplification of risk as a result of the power of social media
• Transformation levers for modernizing your risk management process
• Understanding what a robust risk management program could look like
• Key challenges and best practice

4:00- 4:35

VOLATILE MARKETS
Understanding how recent bank failures impact the evolution of digital banking and customer trust

• How are volatile markets going to shake up and change the fintech landscape in a down market
• Assessing how the downfall of SVB has impacted customer loyalty
• Ensuring resilience and stability in volatile times
• Effectively managing rates and creating new products to attract new depositors
• Ensuring customer confidence throughout volatile markets
• How can digital banks adapt the client experience in a volatile interest rate environment
• Impact of mergers and acquisitions on clients and their experience
• Overcoming reputational implications of recent banking failures
• Digital banks competing with traditional firms in a down environment

4:35-4:45

Chair’s closing remarks

4:45

End of Congress