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  • Understand major trends impacting personal financial services today. Appreciate what the market leaders are doing. Look at other industries and what they are doing to tackle the same challenges

  • Understand the drivers of future distribution and its impact on people, processes, products and marketing – how to tackle the revenue challenges for future success

  • Understand the risk/ impacts of branchless banking – how have other industries addressed the same challenges. What to look at in terms of design/ security/ branding/ cross sales/ customer experience/ marketing and draw up an action plan of key issues to address upon return to work

Course Overview


Anchor 1
  1. Understand the challenges that digital creates in channel choices for customers

  2. Appreciate the major tides of change and how to address them for future success

  3. Appreciate the changes occurring in a range of industries impacting customer behaviours

  4. Appreciate how to deliver a world-class digital customer experience

  5. Understand how to gain the right balance between branch and non-branch channels

  6. Multi-channel or Omni-channel – what is the difference?

  7. Understand the benefits of the traditional branch channel and how it can be made more productive in a digital world

  8. Appreciate the technology changes available and how they are already changing customer behaviour and interactions with their bank

  9. Understand the importance of the new channels particularly mobile and social media and why customers in specific segments prefer them for banking

  10. Understand how to maximise value from these new innovations– ensure there is full appreciation of the integration of these channels and how they can work together for maximum benefit

  11. How to increase productivity across all channels whilst maximising the opportunity presented by digital banking

  12. Understand the expected trends within retail banking over the next few years – understand how to adapt successfully to this new world

  13. Understand the challenges that branchless banking creates in staffing/ structures/ management/ risk and security and branding

Key Highlights
Anchor 2
  • Senior retail executives

  • Retail distribution managers

  • Innovation specialists

  • Digital managers

  • HR specialists

  • Marketing team members

  • Branch directors

  • Alternative channel specialists

  • Strategy specialists

  • IT specialists

  • Finance managers

Designed For
Anchor 3
Course Leader
Anchor 4
John Berry
World's Foremost Expert in Retail Banking

John is one of the foremost experts in retail banking. He is the former Managing Director at the UK retail bank Abbey National (now part of Banco Santander – 800 branches/ 15+ million customers) but during the last decade he has been involved in training retail bank staff at all levels around the globe on all aspects of retail banking activity.


His career involved successfully managing branches at all levels, managing operations, marketing and overseas businesses before managing the retail bank. He received worldwide recognition for innovation in personal financial services when he introduced branch franchising into the UK. In addition global recognition followed his innovative distribution introduction of putting coffee and banking together on the high street (Costa Coffee) to make banking a more pleasant environment for customers – and more profitable for the bank.


John has spent the last 10 years working with major international retail banks assisting them align their strategy and local plans within the rapidly changing world they face with their customers’ demands, distribution changes, technology advancements, marketing as well as margin and regulatory pressures. He is a sort after trainer within the retail banking sector for his ability to assist banks improve their front line performance – his programmes receive strong positive reviews.


His experience and knowledge of the pressures and new developments is extensive enabling him to share his experiences of banking activity across the globe. His appreciation and awareness of trends and best practice in branch banking activity make him a sort after advisor within the sector. In addition he delivers quality programmes around the globe with some of the world’s leading banks as well as leading training providers.


Over the last decade John 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 with retail banks to improve their performance across all channels (his clients include many major banks from throughout Africa/ SE Asia/ Australia/ Europe/ Middle East, India, Pakistan, China, Korea, Vietnam and UK). The list of banks is extensive including names such as HSBC, Bank Muscat, Bank Saudi Fransi, Habib, State Bank of India, Corporation Bank, Commonwealth Bank, Arab Bank, Saman Bank, Shinhan Bank (Korea), Ocean Bank (Vietnam), Bank of China, Ecobank, Zenith Bank and numerous others.


Anchor 5
Book & Pay Before 23/09/2016
Book & Pay After 23/09/2016
Anchor 6

Novotel Singapore Clarke Quay
177A River Valley Road
179031, Singapore
Tel: + 65 6338 3333
Fax: + 65 64338738

Register & pay before 23/09/16

and save USD 400

Send 3 Delegates to bring

4th Delegate Free

Are you interested in holding this course In-House?

Do you have a specific needs, requirements and business challenges?

We can bring our training courses to you!

If you have a team of 10 or more, why not hold a private, in-house course? Our experts will come to you and the course will be tailored to your requirements


The benefits of In-House Training:

  • Tailored to meet your business objectives and specific learning needs

  • Cost-effective - reduced training fee, minimal staff travel and associated expenses, reduced non-productive time away from the workplace.

  • Expert trainers hand-picked around the world for their market knowledge

  • Team oriented - entire teams or departments can be trained at one time

  • Flexible & hassle-free - we can take care of all logistics and administration

  • Convenient – Programs are delivered at a time, location and pace that fits in to your business schedule

  • Private and confidential

If you would like more information about how in-house training can benefit your organization, please send us an email and we will be in touch with you shortly to discuss your training needs.

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