Retail Banking Masterclass
April 24th-26th 2018Dubai

Course Overview

The world of retail banking is undergoing seismic change at the present time. Pressures seem to be coming from all directions which are creating numerous challenges for retail banks. Whether it be technology, customer expectations, competition or cost, margin or regulatory issues making the right choices was never more important for future survival
This programme highlights the challenges and trends, shares best practice from industry leaders and shows attendees just how to make a difference.
Changes seem never ending:

  • The hyper-adoption of digital tools to enhance customers lives
  • New competition from new bank players, non-banks and Fintechs
  • Margin pressures and cost constraints
  • Pace of technology changes and impact from the likes of Amazon, Google, Apple, Facebook and Microsoft
  • The impact of “big data” and the associated demand for more personalisation from customers
  • Distribution challenges – Branches? No branches? Self-service? Automated locations? Mobile? Third party arrangements?
  • Move from transaction orientation to advice/guidance and the associated impact on future skills requirements
  • Reduced customer loyalty/more demanding customers
  • Increasing regulation and compliance challenges
  • Need to consider future skills required for success

All these issues mean the world of retail banking is exceptionally challenging at present and this means banks need guidance and support to tackle these challenges to ensure future growth and success for stakeholders, customers and staff
Understanding what customers want and responding pro-actively presents banks with a growth opportunity providing they have created the appropriate culture to deliver performance excellence through understanding the experience required by customers
This programme will offer attendees a unique opportunity to learn how to address these issues enabling them to deliver above average performance against their key competitors


What will you Learn?

  • Learn the latest trends/best practices and innovations in Banks and Non-Banks across the world and how they are shaping the future direction for retail banks
  • Fully appreciate the extent of changes impacting retail banks
  • Understand how digital is dramatically changing customer behaviours and expectations
  • Enhance your knowledge of how to enhance performance growth and revenue opportunities through improved marketing and customer interaction
  • Understand the channel challenges today and learn of how leading banks are growing revenue whilst managing costs lower
  • Understand the impact of open banking
  • Appreciate the role of mobile going forward
  • Learn about the best methods of driving higher customer advocacy
  • Understand about how driving loyalty is essential to higher retention and cross sales.
  • Learn how to develop measurement systems to create a competitive advantage locally.
  • Learn how to create an environment in branches where costs fall, sales increase and customers want to buy your products
  • Understand how the influence of choreography can influence sales performance and customer behaviour
  • Learn how the best banks produce more revenue from new clients over the first 3 years through focused on boarding programmes
  • Learn about new distribution channels such as mobile phone technology and how it might aid local revenue growth
  • Learn how to drive increased productivity from the sales team
  • Appreciate how to be a performance leader in your local market
  • Understand the best alternatives in rewards/recognition and incentives to drive up performance and reduce channel competition
  • What are the management tools to maximise sales and enhance customer advocacy
  • Creating the right culture – absolutely essential for success but how?
  • What can be learnt from non-banks?
  • Learn what skills are required in tomorrow’s new generation manager – how do you recruit and train your teams in this new world?
  • Understand the barriers banks build that stop customers buying – how do you do something about it?
  • Learn how to develop a buying culture as opposed to a sales culture for increased performance


Who Should Attend?


  • Heads/Senior Professionals in Retail Banking
  • Heads/Senior Professionals in Marketing
  • Strategy planning professionals
  • Customer experience and transformation professionals
  • Distribution professionals
  • Branch/Zonal/Area managers
  • Sales professionals
  • Heads of Business Units
  • HR and training professionals
  • Operation Professionals
  • Promising young leaders of the future


Day 1


Session 1 – The Challenges / Market Insights


  • Course content review/sharing of how attendees can maximise benefits from the event.
  • Review of individuals current local challenges in light of the course content.
  • Matching priorities in a changing world.
  • Latest trends in retail banking globally with focus on local market issues/challenges.
  • Understanding the full impact of the extensive technological, behavioural and cultural changes across the industry.
  • Learning from people, premises, product and promotion perspectives to gain insight of what the market leaders are achieving.


The session will share key recent retail banking research findings.

Session 2–Priorities

  • Discussion of current priorities for attendees banks as well as the best in international markets.
  • Discussion on how to balance so many conflicting challenges to focus on those that will deliver the best return.
  • What do changes / impacts mean for customers, costs, profits, revenues, marketing, staff and shareholders.
  • Developing a method of delivering excellence in customer experience delivery across traditional as well as the new emerging digital channels.
  • Discussion on what the market leaders are doing to achieve that status.
  • Learning from non-banks – how do they deal with the growing multiplicity of channels and product offerings – what can banks learn from them.
  • Multichannel / OmniChannel – managing for both customer benefit and increased performance.
  • Priorities in future distribution choices – what are the options.


Sharing of learning from successful multichannel operators.

Session 3 – Barriers to Increased Business

  • What are barriers to business?
  • Why do barriers exist in the first place?
  • A review amongst attendees of the barriers in existing business models impacting on increased performance
  • Analysis of business barriers and how they might be removed
  • Review of how to ensure structures can be put in place to ensure obstacles don’t reappear
  • Learning from customers about their view of existing bank services/ products and people

Session 4 – Distribution – Traditional and Digital Options for the Future

  • Future distribution alternatives – what are they – what are the costs – how do you decide
  • Managing distribution – how do you improve sales in a multi-channel world?
  • Distribution – how can you improve profitable through improved customer centricity?
  • Does the approach vary by channel of distribution.
  • What is the role of customer segmentation in delivering profitability.
  • Matching customer to channels – getting the balance right
  • How can the choreography of the team influence the bottom line performance
  • What is the distribution future – mobile banking, internet, branches? Just how do you choose?
  • What does the drive to digital mean for banks
  • Does branch design influence performance
  • The changing role requirements of employees of the future
  • Cultural requirements to deliver front line excellence

Examples of retail banks enjoying success in each channel

Day 2

Session 5 – Revenue Growth

  • Understanding “the revenue wall” and how the customer drives the results
  • Where is the revenue opportunity – are you taping into it?
  • How to differentiate your bank from the competitors
  • What do the best do to maximise income?
  • Use of data in delivering above average results
  • Achieving higher share of wallet performance
  • When should you place your focus and money for maximum return
  • Managing change and innovation
  • Product/Customer innovation and development

Examples of retail banks that deliver higher revenues from their differential approach

Session 6 – Customer Experience

  • What does experience mean to customer – how can it be measured
  • What is so special about service – why not just focus on sales to deliver results
  • What is the value of investing in service?
  • How should you measure it for profit?
  • Why do banks fail so often to deliver the experience customer require?
  • Who are the leaders and why?
  • What can you do to become a leader?
  • What are the elements required for success?
  • Reward systems for customer experience excellence delivery
  • Examples of leaders who deliver excellence
  • Delivering increased loyalty at lower costs and higher value – how it can be achieved
  • Learning from other industries and how it can be applied to the banking sector
  • The role of measuring “ease of use”
  • Design thinking to deliver digital excellence
  • What difference, if any, is there across the multi-channel options

Session 7 – People

  • Culture comes from the people – just how do you create the desired culture across the business
  • The role of leaders – what are the required leadership behaviours that create a differentiated offering to customers
  • Power of people in the delivery of results – centralisation v. decentralisation some real life examples of what works
  • Power of the front line – how can you maximise results
  • Building powerful relationships that mean customers want to buy products from the bank
  • Recruitment, training and development – what methods work for the best
  • What can be learnt from non-banks
  • Leadership – how it can make a real difference

This session will share practical examples of the winners in managing people

Session 8 – Marketing and Communication

  • Using customer insights to be one step ahead of the competition
  • The current and future issues around use of data to create a more personalised experience
  • Why marketing needs to change to be successful in the future
  • What are the future ROI requirements
  • Understanding how customers buy from you
  • How can you influence their behaviour to enhance sales
  • Identifying and removing barriers to purchase
  • Product benefits not features – where can you learn from the best
  • Products in the future – a different offering is required
  • Delivering loyalty
  • How to develop high levels of retention and advocacy
  • Innovations in communications
  • Co-branding – a good idea?
  • Impact of Twitter, Facebook, Mobiles and Social Media in general

Session 9 – Productivity/Sales

  • How to maximise sales across the channels
  • Sales role people requirements in a digital world
  • Targets or not – how to manage the sales force for excellence in end results
  • Measurement criteria in a digital world
  • Role of empowerment in creating a more productive workforce
  • Measuring productivity
  • Learning from leaders in banking and other industries

Day 3

Customer Experience Store Tour Day – The Day Focuses on 3 areas

  • The “experience” delivered/received
  • The “customer journey”
  • Creating the desired “brand” experience


Opportunity to experience first-hand the unique tour where you are able to benchmark performance against leading competitors and non-banking brands
The day starts with a briefing and is then a walking tour experiencing a selection of major brands with unrivalled insights from the course director
After the tour there is then the opportunity to share findings and pull the learning together for success when returning to the work place

Stores to be Visited (Subject to Change)

  • Banks – Mashreq Bank, Emirates NBD, Dubai Islamic Bank, HSBC
  • Non-Banks – Samsung, Zara, Toy Store, Sephora, Virgin Megastore, Lush

End of Programme

With over 35 years of experience, the course director over the last decade he has become one of the leading global experts in the retail banking arena. He has worked throughout the world undertaking strategic, transformation and training work to improve performance (clients include banks from Africa/ SE Asia/Australia/Europe/ Middle East, India, Pakistan, China, Korea).
His popular training programmes focus on the key areas facing retail bankers today. He received worldwide recognition for innovation in personal financial services.He has also published work on retail bank performance.He is a leader in the “customer experience” arena recognising the importance of experience in delivering differentiated above average performance.
Customer centricity is core to his business focus – seeing the world through the eyes of customers. Business uplifts of +30% have been regularly achieved in his work with banks.
A knowledgeable experienced and strong communicator he will help challenge existing approaches and methodologies with practical examples of how to out-perform the competition.
His extensive knowledge of the market changes and the new world facing retail banks enables him to give added value to bankers wishing to differentiate their performance in a rapidly changing marketplace.
He is also a Senior Advisor to the industry’s leading trade body Efma

Number of DelegatesPrice per Delegate

The venue of the training is always in a centrally located 4-5 star hotel. The venue is confirmed 2 weeks before the programme once registration is closed and we know the exact number of delegates attending. We have exclusive rates with the hotel, if you require accommodation during the programme.

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The course was very interactive and engaging with real life examples and case studies not just from the banking sector. A must attend for any senior retail banker.