Self-Service and Digital Banking 2022

With the pandemic lending potent force to the maelstrom of change sweeping through the financial services industry, delegates at RBR’s annual Self-Service and Digital Banking 2022 will meet in-person in London on the 18th and 19th May to discuss how the future is shaping up. We spoke with Gillian Shaw, Conference Producer, to find out what we can expect from this year’s event.
Why are banks putting so much emphasis on self-service and digital banking?
Banks had started to see the vast potential of self-service to meet evolving customer expectations and increase efficiencies even before the pandemic, but the last two years have highlighted the range of the opportunities that exist. With lockdowns and social restrictions inhibiting traditional customer-bank interactions, self-service and digital channels have really come into their own. Self-service banking used to primarily call to mind ATM cash withdrawals but now, of course, it has broadened to encompass a wider range of transactions whether they are on ATMs and kiosks, internet or mobile channels. Today’s customers expect to be able to access services autonomously, efficiently and at a time and place of their own choosing. Banks are recognising the need to optimise their self-service channels, not just to cut operational costs but also to deliver great customer service and help them to interact with their customers in a positive (and profitable!) way.
Which topics are at the top of this year’s agenda?
The programme is designed to discuss all the hot topics relating to innovation and technological change in self-service banking. As banks across the globe seek to optimise their ATM networks without impacting on availability and access, ATM pooling is increasingly seen to be a viable strategy and so the agenda will discuss developments in this area. Staying with ATMs, the programme also includes presentations on new ATM features and functionalities which are responding to evolving customer expectations. We will also look at how big data and AI can be leveraged to enhance ATM networks. Customers are increasingly expecting greater personalisation of banking services and several presentations will look at how this can be achieved in self-service and digital channels. Some presentations will talk about the advantages innovations in self-service banking can bring to other channels such as the branch; as self-service manages an increasing number of more basic transactions from cash handling to international payments, branch staff are freer to provide more value-adding advice and services. Digital channels are moving beyond the provision of services and can be used to generate sales; we will hear from banks that are successfully leveraging digital to sell a range of investment and insurance products. Self-service and digital banking services are more efficient and less costly than more traditional channels and so they can be deployed more easily to reach the unbanked and the underbanked. With the pandemic highlighting the need to create fairer societies, the agenda will also discuss how self-service banking can be harnessed to improve financial inclusion everywhere.
What can delegates expect at the 2-day event?
After a tour as a virtual event, it is great to be back in-person for this year’s conference and we look forward to feeling once more the unique energy that is produced when people gather together to share ideas. The event centres around the auditorium where our international speakers will be delivering their presentations and taking part in Q&As. The programme features speakers from institutions such as: Intesa Sanpaolo (Italy), FNB (South Africa), Swedbank (Lithuania), KBC (Belgium), OneBanks (UK), Bank Millennium (Poland), Barclays (UK), Allica Bank (UK), CIBC (UK) US Bank (USA), OP Financial (Finland), TDECU (USA), Deutsche Bank (UK), Nationwide (UK), Morgan Stanley (UK), CIBC (UK), OP Financial (Finland), K&H Bank (Hungary) and Ziraat Bank (Turkey).
Delegates will also have ample opportunity to visit the dynamic exhibition area, showcasing the latest branch technology from leading international suppliers. We are looking forward to the buzz of the coffee and lunch breaks as people once again have the chance to strike up conversations with their industry peers.
How does RBR’s research work complement your conferences?
RBR researches the latest trends and innovations for its global banking and payments studies and as such is close to the industry. We are fortunate in being able to leverage our vast network of industry contacts when creating the programme. Moreover, many of the organisations that support our events on the sponsor and exhibitor side are also clients of our research and consulting services.
How can our readers get involved in Self-Service and Digital Banking 2022?
There are several ways companies and individuals can participate in the event. We still have a few speaking slots available if anyone has an interesting case study to share. We have a range of exhibition and sponsorship packages for companies that would like to promote their brand and meet potential customers. Please contact me at gillian.shaw@rbrlondon.com for further information. Finally, if readers are interested in attending the event as delegate, I’d invite them to visit our website https://www.rbrlondon.com/conferences/ssdb/