presents the cyprusretailbanking The future of Retail Banking Achieving Excellence in Retail Banking Payment Strategies and Solutions

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1 presents the cyprusretailbanking conference 2010 The future of Retail Banking Achieving Excellence in Retail Banking Payment Strategies and Solutions Making Mobile Banking a reality Distribution Channels in Retail Banking: the Trends Credit Risk IT Cost Optimization in Banking Friday 8 October 2010 Hilton Park Hotel Nicosia Communication Sponsors Organizers Conference Sponsors Main Sponsor

2 Organizers IMH IMH is the leading business information, knowledge and skills transfer company in Cyprus. Its services include conference, congress and seminar organizing, commercial exhibition organizing, specialized media and human capital consulting and training. Every year, IMH organizes over 40 conferences on various business issues, 8 commercial exhibitions and dozens of training seminars and congresses. IMH publishes the only business magazine in Cyprus (IN Business) which is read by thousands of business people, managers and professionals. IMH also operates the IN Business Portal ( and in business daily newsletter as well as publishing In Business International Edition (business magazine addressed to the English speaking community of Cyprus) and the weekly newspaper supplement, Business Weekly. Association of Cyprus Banks Following the formal accession of Cyprus in the European Union and the consequential harmonisation of the domestic financial sector, the major objective of the Association is the coordination of banking policies and the formulation of common positions on several legislative and financial issues, especially in relation to compliance with EU guidelines. In this sense, the mission of the Association is to become a major player on the part of the private sector in evaluating and formulating suggestions on the economic, monetary and financial developments in the light of the globalization process of the world markets and the increasing intensity of competition anticipated in the financial sector. The constant changes in the structure of international banking, render the role of the Association essential in evaluating, on time, the impact of global reforms on the domestic banking sector and in promoting the expanding needs of the local banking community. Introduction The Cyprus Retail Banking Conference is taking place during one of the most critical periods in banking history. Since the onset of the global sub-prime crisis, financial institutions all over the world have been experiencing a period of great flux unprecedented in modern banking history. Retail banking is changing, and it is changing fast. Retail banks are rising to the challenge of increased competition from local and foreign players as well as the ever-increasing demands from customers and shareholders alike. The focus for banks is now on revenue generation with a well defined need to develop cutting edge retail banking strategies to attract more customers and optimize opportunities for cross selling and revenue growth. The Cyprus Retail Banking Conference is a major gathering of Financial Services professionals. This one day conference provides a unique forum for all involved in the retail banking business to really explore the issues, discuss new trends and benefit from the knowledge and experience of leading industry experts. The conference provides a first class opportunity to rethink and redefine your retail banking strategies and to network with peers and associates from the industry. Conference Objectives The conference aims to bring the latest developments, expertise and knowledge from organisations around the world and combine them with local practice. The main conference objective is to provide practical examples and case studies of best practices so that the participants can gain useful knowledge and experiences which they apply to their organisations. To derive the full value of this conference, participants will be encouraged to discuss their ideas and concerns and share their experiences and knowledge. Specially designed sessions will allow participants to present their own organisations practices on the issues under discussion. Target Audience Managers and officers from: Commercial banks Cooperative banks Central bank and other regulating authorities Other financial services organizations Insurance companies Professional services firms (accountants, lawyers) Consultants IT solutions providers Conference Details Friday 8 October 2010, Hilton Park Hotel, Nicosia, Cyprus The conference languages will be English and Greek.

3 Main Sponsor PWC PricewaterhouseCoopers ( provides industry-focused assurance, tax and advisory services. More than people (1000 of them in Cyprus in 151 countries across our network share their thinking, experience and solutions to develop fresh perspectives and practical advice building public trust and enhancing value for our clients and their stakeholders. PwC has the local knowledge and a global network of specialists who can help turn challenges into opportunities in key areas of the banking industry including governance, risk and compliance, process improvement, financial reporting and business development strategies. Conference Sponsors Iron Trust Iron Trust is the pioneer in the field of records and information management in Cyprus, offering efficient, cost effective and secure solutions to hundreds of businesses and organizations from every industry sector, since Iron Trust is at the forefront of technology and has created user-friendly systems that manage all types of electronic and physically stored records. Iron Trust expanded its services to Serbia in 2006 and obtained the ISO9001:2008 certification. In June 2010, it was awarded with the Best Cyprus Company in Serbia. JCC Payment Systems Ltd JCC Payment Systems Ltd has more than 20 years of experience and knowledge in the area of card processing. It was created in 1989 after the cooperation of the Cyprus two major banking institutions for the purpose of acquiring and settlement of card transactions. Today, JCC's primary role is to provide high quality financial and data infrastructure services to the Banking and commercial community in Cyprus. It is a self-sustaining, profit-seeking company that aims to create value both for its shareholders and for the community it operates in. JCC s shareholders are: Bank of Cyprus, Marfin Laiki Bank, Hellenic Bank, National Bank of Greece (Cyprus), Piraeus Bank and Alpha Bank. JCC, however, also provides acquiring services to the following institutions: Cooperative Central Bank, Emporiki Bank, Societe Generale, usbbank, cdbbank, BNP Paribas etc. SPSS BI Greece S.A. SPSS BI Greece S.A. representing SPSS, an IBM Company [NASDAQ: SPSS] in Greece, Cyprus & the Balkans, is a global provider of predictive analytics technology and services. The company s predictive analytics technology connects data to effective action by drawing reliable conclusions about current conditions and future events. More than 250,000 commercial, academic, and public sector customers rely on SPSS technology to help increase revenue, reduce costs, improve processes, and detect and prevent fraud. Founded in 1968, SPSS, an IBM company, is headquartered in Chicago, Illinois. Communication Sponsors IN Business IN Business, the first business magazine in Cyprus, is addressed to the business community with the aim to provide accurate and objective information and analysis for all sectors of the economy. In Business is published by IMH Creative Solutions Consulting and Dias Publishing. InBusinessNews.com The only comprehensive business portal in Cyprus. It has come into our lives with a view to becoming the best source of business information for the Cypriot manager, executive, entrepreneur and consumer. On a daily basis, the portal's journalist team brings to you the most important and latest news in Cyprus, Greece and abroad about the whole spectrum of the economy and the business scene.

4 Preliminary Programme 08:30 09:00 Registrations 09:00 09:10 Welcome Address Michalis Kammas, Director General, Association of Cyprus Banks 09:10 09:20 Chairman s Introduction Evgenios Evgeniou, Member of the Executive Board of PwC, Assurance Partner responsible for Banking Industry, PwC, Cyprus 09:20 09:40 Global Trends in Retail Banking Presentation by PwC (exact presentation & summary will be announced shortly) 09:40 10:00 Presentation by Janos Strohmayer, Partner, Mckinsey & Co, Hungary (exact presentation & summary will be announced shortly) 10:00 10:20 Achieving excellence in retail banking Το θέµα Achieving Excellence in Retail Banking προσεγγίζεται µέσα από την λογική της Retail Banking Scorecard και τους 4 πυλώνες της, δηλαδή: την παρακολούθηση της οικονοµικής πορείας και των αποτελεσµάτων τη διαχείριση των ανθρωπίνων πόρων τη διαχείριση του πελατολογίου και την εµπειρία που βιώνει ο κάθε πελάτης, καθώς και το πλέγµα των διαδικασιών και κανόνων που διέπουν τη λειτουργία ενός retail banking unit. Θα γίνει αναφορά σε σύγχρονες δόκιµες πρακτικές που εφαρµόζονται στην ελληνική καθώς και στη διεθνή λιανική τραπεζική αγορά. Στέλιος Πιρπινιάς, ιευθυντής Λιανικής Τραπεζικής & Marketing, HSBC, Ελλάδα 10:20 10:40 Retail Banking - Distribution Channels in Retail Banking: The Trends What is the future role and value of distribution channels against a background of: the current economic and financial environment, changing demographics customer requirements the banking industry's need for value creation, cost reduction and risk mitigation in their distribution networks Robert Wright, Chief Executive Officer, Raiffeisen Bank Kosovo J.S.C, Kosovo 10:40 10:55 Personalized relationships in retail banking using Predictive Analytics Ioanna Koutrouvi, Partner and Managing Director, SPSS BI Greece S.A., Greece 10:55 11:05 Questions and Answers 11:05 11:30 Networking Coffee Break 11:30 11:50 IT Cost Optimization in Banking IT cost optimization is a high priority for organizations and enterprises. This is more valuable for banks. The presentation will focus on a high level description of the IT cost optimization in banking and how organizations will achieve this goal. This includes practices, capabilities and behaviors of reducing costs and spending while managing the service level to bring out the business value of IT. IT cost optimization is taken into account especially under circumstances of economic depression although it can be implemented during economic downturn as well as during expansion. The effective IT cost optimization derives from joint business and IT decisions and a methodology must be established and followed in order to come to measurable results and improve performance. Dionisis Myrtidis, ΙΤ Consultant and Secretary General, Managing Committee of the Hellenic Institute of Information Technology, Greece 11:50 12:10 Making Mobile Banking a reality Drawing on the MoBank experience to explain the opportunity the mobile Internet presents to create a new banking model. The speech will articulate that by exploiting the technology beyond the current paradigm, customers will have the choice of a new banking alternative that puts them back in control of their finances and also makes transacting a more convenient and intuitive experience. At the same time it will be shown that new revenue streams are exposed and costs reduced for the suppliers of this service. Steve Townend, Chief Executive Officer, MoBank, UK 12:10 12:30 The future of everyday payments (also referring to Debit, Contactless & SEPA) and the reasons why the evolution of our payment systems matter: to the European consumers who use them to the retailers who accept them to the payment service providers who deliver them to the government bodies who regulate them Nikos Kabanopoulos, Vice President and General Manager Visa Europe Office, Greece 12:30 12:50 Controlling costs while ensuring high service levels Identifying costs that can be removed without harming the business Effective resource allocation: optimizing the cost-effectiveness of your workforce Opportunities to simultaneously improve customer service while reducing costs Bernand Croisier, Director Organisation, Dexia Group, Belgium 12:50 13:10 Credit Scoring Models Development under BASEL II framework Basel II and European Parliament s guidelines regarding the calculation of the financial institutions capital requirements set a number of criteria which should be met during the development of credit risk assessment models concerning either companies or consumers' evaluation. Decisions of whether the Through the Cycle or Point in Time approach will be followed, the static pools development methodology, the creation of credit ratings scale and their mapping with default probabilities as well as models validation procedures are some of the topics that will be covered during this speech. Leonidas Kotsaftis, Director, Credit Risk Assessment Services, ICAP Group, Greece 13:10 13:20 Questions and Answers 13:20 14:15 Networking Cocktail 14:15 15:15 PANEL DISCUSSION THE FUTURE OF RETAIL BANKING IN CYPRUS Η Λιανική Τραπεζική στην Κύπρο κάτω από το µικροσκόπιο: Η πορεία του τοµέα, οι επιπτώσεις από την κρίση και το µέλλον Ο συντονιστής και οι καλεσµένοι του θα συζητήσουν τα πιο κάτω θέµατα: Retail Bαnking στην Κύπρο: Έχει επέλθει ο κορεσµός; - Πόσο overbanked είναι η Κύπρος; - Υπάρχουν περιθώρια ανάπτυξης στη λιανική τραπεζική; Delivery Channels στην Κύπρο συµπεριλαµβανοµένου και το δίκτυο καταστηµάτων - Οι αλλαγές και το νέο υπό διαµόρφωση πεδίο - Η σηµασία των εναλλακτικών καναλιών βασικά στοιχεία - Προβλέψεις για τα επόµενα 3 χρόνια - Η διαφορετικότητα της Κύπρου από το εξωτερικό Ο Κύπριος καταναλωτής λιανικής τραπεζικής - Το προφίλ του (νέου!) κύπριου καταναλωτή - Πόσο υπερδανεισµένοι είναι οι κύπριοι; Γιατί; Τι σηµαίνει αυτό για τις τράπεζες και την οικονοµία; (συγκρίσεις µε το εξωτερικό) - Η συµπεριφορά του κύπριου καταναλωτή µετά την οικονοµική κρίση - Η «ενηλικίωση» του κύπριου καταναλωτή και οι προβλέψεις για τη συµπεριφορά του τα επόµενα χρόνια Credit Risk - Οι τάσεις στη διαχείριση ρίσκου στις κυπριακές εµπορικές τράπεζες - Η νέα τάξη πραγµάτων και η νέα φιλοσοφία, µετά την κρίση Out of the box σκέψεις στη λιανική τραπεζική - Ποιος είπε ότι η λιανική τραπεζική έχει ιδιοµορφίες και «στεγανά» που την διαφοροποιούν από άλλες µορφές λιανικής δραστηριότητας; - Πως µπορούµε να δανειστούµε ιδέες από τον τοµέα του λιανικού εµπορίου και να τις εφαρµόσουµε στις τράπεζες µας - πρακτικά παραδείγµατα από το εξωτερικό Συντονιστής: Μιχάλης Καµµάς, Γενικός ιευθυντής, Σύνδεσµος Τραπεζών Κύπρου Μέλη του panel: Γιώργος Καραγιώργης, ιευθυντής Τοµέα Ιδιωτών, Ελληνική Τράπεζα ηµήτρης Χριστούδιας, ιεύθυνση Retail Banking, Alpha Bank Μάριος Παπαδόπουλος, Γραµµατέας / ιευθυντής, Ελληνικό Συνεργατικό Ταµιευτήριο Πάφου (πρόσκληση) Χάρης Πουαγκαρέ, Γενικός ιευθυντής Λιανικής Τραπεζικής Κύπρου, Τράπεζα Κύπρου Μέλος από Marfin Laiki Bank 15:15 End of Conference

5 Speaker Profiles Evgenios Evgeniou, Member of the Executive Board of PwC, Assurance Partner responsible for Banking Industry, PwC, Cyprus Evgenios is a Partner at PricewaterhouseCoopers, member of the firm s Executive Board, responsible for services to the Banking industry and the firm s Human Capital Leader. He works with clients in the financial services sector, in particular banks, investment management companies and funds. During his career he has worked with PwC in London, Athens and Moscow. He is a Fellow of the Institute of Chartered Accountants of England and Wales and he graduated from Imperial College, London University. Στέλιος Πιρπινιάς, ιευθυντής Λιανικής Τραπεζικής & Marketing, HSBC, Ελλάδα Ο Στέλιος Πιρπινιάς είναι ένα από τα πλέον έµπειρα και καταξιωµένα στελέχη στον τοµέα της ελληνικής τραπεζικής αγοράς µε 20χρονη εµπειρία σ ένα ευρύ φάσµα τραπεζικών δραστηριοτήτων. ιαθέτει βαθιά γνώση της ελληνικής τραπεζικής αγοράς, έχει εξειδικευτεί σε θέµατα πωλήσεων και σε καινοτόµιες προσεγγίσεις σε θέµατα εξυπηρέτησης πελατών. Στη διάρκεια της καριέρας του κατείχε σε σηµαντικούς χρηµατοοικονοµικούς οµίλους διάφορες νευραλγικές θέσεις µε τελευταία αυτή του Branch Distribution Director στη Citibank. Στην HSBC εργάζεται από το 2007 και κατέχει τη θέση του ιευθυντή Λιανικής Τραπεζικής & Marketing. Ο κ. Πιρπινιάς έχει πτυχίο Οικονοµικών µε εξειδίκευση στη στατιστική από το Οικονοµικό Πανεπιστήµιο Αθηνών και είναι απόφοιτος του Γερµανικού τµήµατος της Φιλοσοφικής Σχολής του Πανεπιστηµίου Αθηνών. Robert Wright, Chief Executive Officer, Raiffeisen Bank Kosovo J.S.C, Kosovo Robert Wright has almost 30 years of retail banking experience very much focused on the business development, distribution, marketing and product management areas. He started his banking career in marketing with HSBC in the UK in 1983 and also worked for Bank of Scotland, BUPA, and Abbey National where he was Banking Director. In 2000 he joined Saudi Arabia's largest bank Al Rajhi Bank, an Islamic bank, where he was responsible for business development. In 2004 he joined Raiffeisen International as Retail Banking Director for their newly acquired operation in Albania. In July 2009 he became CEO of Raiffeisen Bank Kosovo. Ioanna Koutrouvi, Partner and Managing Director, SPSS BI Greece S.A., Greece Ioanna Koutrouvi is the main partner and Managing Director of SPSS BI GREECE SA. She has 30 years experience in the area of data analysis through several professional positions in Greece and in the UK, as well as more than 15 years experience in managerial positions. She holds postgraduate degrees in Statistical Analysis from the London School of Economics and Brunel University and a Bachelor s degree in Economic Studies from the University of Athens. Dionisis Myrtidis, ΙΤ Consultant and Secretary General of the Hellenic Institute of Information Technology, Greece Dionisis Myrtidis holds a MSc degree in Analysis, Design and Management of Information Systems from the London School of Economics. His career was in banking and has a long time experience as IT director in a major Greek bank. He was lecturer in Banking Information Technology at the Hellenic Open University. He is Secretary General of the Hellenic Institute of Information Technology and lecturer at the Hellenic Bank Association and the Hellenic Management Association. Mr Myrtidis is an IT consultant especially in banking sector and has participate as project manager and/or consultant in numerous projects of Greek banks in Greece and abroad. Steve Townend, Chief Executive Officer, MoBank, UK Steve Townend has a considerable track record in conceiving executing and running breakthrough concepts in the financial service industry. He has been a leading light in the creation of the most innovative, customer centric and successful companies in the sector in the UK, including First Direct and Egg. Steve is founder of the international awarding winning MoBank, the UK s first mobile led banking alternative and innovator of m-commerce payments. Nikos Kabanopoulos, Vice President and General Manager Visa Europe Office, Greece Nikos Kabanopoulos, Vice President, Visa Europe, has held his current position of General Manager, Greek office since He is responsible for managing the relationship between Visa Europe and Member Banks in Greece, Cyprus and Bulgaria, including coordination of various Visa activities. He is also the primary contact for new technology issues in these countries. Nikos joined Visa Europe in 1998, as a Relationship Manager, with responsibility of managing the relationship between Visa Europe and the Member Banks in Greece, Cyprus and Israel. Prior to Visa, Nikos has worked for two years at Ford Credit Europe, where he was responsible for providing dealer network support in terms of financial products. Earlier, he had worked for six years in the US in the financial services sector. Bernand Croisier, Director Organisation, Dexia Group, Belgium Bernard Croisier has a Business Administration degree from Université of Liège (Belgium) and a Ph.D. in management science from Université of Liège and University of California at Berkeley (USA). From 1999 to 2004, he worked for McKinsey & company where he helped a number of companies on strategic and operational optimization issues in the banking and logistics sectors. He joined Dexia Bank in 2005, as Director of Organization department, where he leads transversal optimization initiatives in operations, distribution, facilities management and support functions, using lean as well as added-value analysis techniques. He also heads the PMO department in charge of selecting and tracking large IT transformation projects. Leonidas Kotsaftis, Director, Credit Risk Assessment Services, ICAP Group, Greece Leonidas Kotsaftis has a Masters degree in Business Administration with specialization in Companies Strategy from Kingston University, UK. Since 1990 he has occupied several job positions in ICAP Group, one of which was Director of Business Information Services Development. Today he is the Head of the Credit AssessmentsΪDepartment of the Group responsible for the development and maintenance of ICAP Credit Rating Models and ICAPΪs recognition as an External Credit Assessment Institution. Among others, he has developed and implemented projects related to Credit Risk Evaluation Systems for large Banks and enterprises. Many of the articles he has written about Credit Risk Management and the value of Business Information in the decision making process, have been published to numerous well known magazines. Moreover, Leonidas Kotsaftis is frequently a keynote speaker of various conferences and educational programs with similar subjects.

6 cyprusretailbanking conference 2010 Friday 8 October 2010 Hilton Park Hotel Nicosia BOOKING FORM (PLEASE RETURN BY FAX TO ) Registration Deadline: 5th October 2010 DELEGATE INFORMATION (please print clearly) Company/Organization: Address: City: Postal Code: Telephone: Fax: Website: Billing instructions: 1st Participation 3rd Participation 2nd Participation 4th Participation PARTICIPATION FEE PER DELEGATE (Includes registration, coffee breaks, networking cocktail, documentations) Participation fee: 1st* participation 2nd* participation 3rd* participation 4th* participation % VAT % VAT % VAT % VAT METHODS OF PAYMENT * participation from the same organisation Payment must be made in advance in full (15% VAT has to be added) by: CHEQUE Please mail your cheque by mail or courier to: IMH Consulting Ltd, P.O.Box 21185, 1503, Nicosia Payable to IMH Consulting Ltd BANK TRANSFER Please inform the bank that you will pay all charges Name of bank: Alpha Bank Ltd, Address of branch in full: Nicosia Main Branch, Stylianou Lena Square, P.O.Box 21661, 1503 Nicosia Exact designation of account holder: IMH C.S.C LTD Full account number including codes: IBAN code: CY SWIFT BIC ABKLCY2N CREDID CARD Visa Mastercard American Express Other Card number: Exp. date: Card holders name: Signature: Date: BOOKING TERMS & CONDITIONS - Confirmation of your registration will be sent to you as soon as your complete application form is received by fax or . - Payments for the conference must be received by 05/10/10. - Please note that we need to receive payment prior to conference in order to guarantee your participation. - Conference places can not be guaranteed if bookings are not received by 05/10/10. - Organizers reserve the right to change the details of this event without notice. - When circumstances force the organizers to cancel a conference, the liability of the organizers shall be limited to refund of any fees paid. - The organizers are not liable for any consequential loss. - The conference program is valid until the time of printing. However, alternations may occur due to circumstances beyond our control. - The booking form constitutes a legally binding contract. CANCELLATION POLICY - Participation fee must be prepaid - Cancellations must be received in writing by 05/10/10, otherwise 50% of the attendance fee will be charged - A conference no show, will result in the full attendance fee to be charged PERSONAL DATA PROTECTION Issues of personal data protection are very high in the priority of IMH Creative Solutions Consulting. All information and contact details that we receive are used only for the purpose of keeping you informed of forthcoming conferences, seminars, exhibitions, publications or providing electronic information which might be of interest to you. Such data is never used by other companies or organizations or for any other purpose. If you DO NOT like to receive information from our company, either by post or by electronic means please tick the box here: For further information contact: IMH, 5 Aigaleo Str., 2057 Strovolos, P.O.Box 21185, 1503, Nicosia, Cyprus Tel Fax , events@imh.com.cy, website: