Banking And Finance Congress 2018

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Banking And Finance Congress 2018

The Future of Customer Experience in Finance Sector – Transforming the Industry with Digital CX

Dubai, December 11, 2018


Finance sector is being redefined by artificial intelligence, automation, blockchain, and fintechs. Financial institutions used to think that "service" is what differentiated one financial brand from another. However, now, the digital experience is paramount when it comes to separating the winners from losers in the industry. How do we manage the intersection of emotion and technology in retail banking? How do we ensure the digital elements of customer experience reinforce the physical in a satisfying and delightful manner? How can customer-focused financial institutions use digital technology to differentiate themselves from others? How can we use Artificial Intelligence in customer experience functions appropriately? How do we handle legacy systems? And how do we stay compliant?

The IDC's Banking and Finance Congress 2018 aims to provide the answers. It brings together the banking and financial services community with hand-picked IT providers to analyze solutions and offer a digital vision for the future. The agenda features thought leaders, cutting-edge debates, robust case studies, and the essential trends and insights you need to ensure you stay ahead of the CX curve.



Time Event Speakers

Registration, Networking & Welcome Coffee & Tea

Early Bird Raffle Draw


Welcome Note

Jyoti Lalchandani
Group Vice President, Regional Managing Director, IDC Middle East, Africa, & Turkey

Presentation by Government


How to improve the customer journey and provide a delightful customer experience?

Ranjit Rajan
Associate Vice President – Research, IDC Middle East, Turkey & Africa (META)
The concept of ‘customer experience’ has evolved from a front-office consideration to an enterprise-wide one. Businesses can no longer afford to consider tradeoffs between quality and quantity of interactions; and as such, the discussions today are entirely about sustaining those ‘deep’ customer engagements over digital channels, which we still struggle to operationalize.

How to leverage data to improve customer centricity, business processes and reduce financial crime?

With expanded partnerships and ecosystems, financial institutions will be challenged to cope with the expectation of translating the abundance of data to new services or revenue. To monetize our vast repositories of information, we must consciously and systematically consider the ‘marketability’ of our data and how to make it accessible to the relevant partners.


The open banking directive is about to get real – are we ready?

As the expectation (and opportunities) in financial services become increasingly meshed with client lifestyle decisions, banks need to tread new frontiers in the consumer value-chain. The new ecosystem requires financial firms to innovate, differentiate, and expand their products and services offerings while working and collaborating with 3rd partner providers and fintechs/insurtechs. Here, we will talk about the opportunities and threats that come along with Open Banking, APIs and examines the implications of this change to the business and IT strategy.

Tea/Coffee & Networking Break


Gold Partner Session (Parallel Sessions)


11:40 - 12:00

Security in the Digital World: How to Prevent New Risks and Threats?

11:40 - 12:00

How to Uphold the Soundness and Integrity of the Financial System under the Changing Face of Risk?


12:00 - 12:20

How to Reinvent Finance Sector for Excellence via Blockchain Technology?

12:00 - 12:20

How to Drive Value across the Company through Leveraging Intelligent Automation?


Tea/ Coffee & Networking Break


Focus Group Session (Parallel Sessions)

Focus Groups

13:00 - 13:29

Focus Group 1: How to cope with nimble technology-driven competitors by enticing clients through advanced digital payments options?

13:00 - 13:30

Focus Group 2: How to improve profitability, innovation, risk management and operational efficiency through data?

13:00 - 13:30

Focus Group 4: Digital Banking

13:00 - 13:30

Focus Group 3: Data as an asset or business as usual?


Panel Discussion: The Future of Customer Experience in Finance Sector – Transforming the Industry with Digital CX


Road Map to 2019

Mega Raffle


Lunch & Networking

General Information

Date & Time

Tuesday, 11th December 2018



Registration Fee

  • Free of Charge : For End Users (not IT +consultant companies)


For More Information, contact:

Sughand Tolani - 04 3642189 / 056 4145987 /


Gold Partner(s)

Exhibit Partner(s)

Breakfast Partner(s)

In Association with

Media Partner(s)


Hotel-Jumeirah Creekside Hotel

Ballroom Name- Day & Night Ballroom


Shabana Mahadiwala

Conference Director

+971 56 414 5986

About IDC

54 Years | 1100 Analysts | 110 Countries

International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services, and events for the information technology, telecommunications, and consumer technology markets. With more than 1,100 analysts worldwide, IDC offers global, regional, and local expertise on technology and industry opportunities and trends in over 110 countries. IDC's analysis and insight helps IT professionals, business executives, and the investment community to make fact-based technology decisions and to achieve their key business objectives. Founded in 1964, IDC is a wholly-owned subsidiary of International Data Group (IDG), the world's leading media, data and marketing services company. To learn more about IDC, please visit