10:00 am – 11:00 am

Experience in Bancassurance and Cross-Selling in Europe and Asia

by Dennis J. Ziengs, CEO, Fortis Asia

Mr. Ziengs is responsible for the strategic development and management of Fortis' banking and insurance activities in Asia. He is also a member of the Supervisory Board of Fortis Haitong Investment Management Co. Ltd, and Managing Board of: Maybank Fortis Holdings Ltd & its three subsidiaries: Fortis’ Bancassurance (JV in Malaysia), TaiPing Life Insurance Ltd (JV in China), The Belgian-Chinese Direct Equity Fund.

Before joining Fortis, Mr. Ziengs was a member of the Divisional Board ("Bereichsvorstand") of the Corporates and Real Estate Division of Deutsche Bank in Frankfurt (Germany).

Being one of the top 20 financial institutions in Europe, and leading in its home Benelux market, Fortis offers a broad range of financial services.

Mr. Ziengs will discuss Fortis's leading retail bancassurance approach, its cross-selling and multichannel strategy implementation, and how the core skills of Fortis in its home market are used to grow and develop business in Asia, specifically in Malaysia and China.

01:15 pm – 02:00 pm

Exhibit Gallery by Cisco, IBM, Intel and Panduit respectively

Open time for delegates to visit the demo / exhibit set-up by IBM, Intel and Panduit in the foyer outside the ballroom.

02:00 pm – 03:00 pm

Evolving the Retail Branch Network

by James T. Le Mon, Vice President, Global Technology Solutions, JP Morgan Chase

Mr. Le Mon is responsible for the coordination of the research, planning, building and operations of JP Morgan Chase’s global telecom infrastructure, that supports 125,000 people, in 1,800 locations, comprising 200,000 voice ports, 100,000 voicemail ports, 33 call centers handling 550 million phone calls and 20,000 call center representatives. This amounts to some $450Mil in annual operating expenses, on components including Carrier services at USD$250Mil, and USD$200Mil for Outsourced and Retained expenses.

The branch network remains one of the key customer contact channels for the bank. Branches are evolving into a financial products sales and services network, requiring integrated customer information to be available and communicated throughout the bank and all customer facing channels. As part of the branch evolution strategy, JP Morgan Chase decided to implement IP voice capabilities throughout its branches. Mr. Le Mon will share the rationale and the successful experience from a global perspective.

03:00 pm – 04:00 pm

Efficiency and Resilience in Global Operations

by Peter Chapman, vice president and head of Strategic Initiatives, Consumer and Commercial Clients, Greater China, ABN Amro Bank

Mr. Peter Chapman, vice president and head of Strategic Initiatives, Consumer and Commercial Clients, Greater China, ABN Amro Bank

Mr. Peter Chapman, vice president and head of Strategic Initiatives, Consumer and Commercial Clients, Greater China, ABN Amro Bank, shared with audience the bank’s global operating structure.  He also discussed how the experience and resources of his group are used in a regional context to develop and support a cost-effective operating platform. Together with a strong focus on its customers, this platform enables ABN Amro to achieve sustainable growth and value delivery to its shareholders.

04:30 pm – 05:20 pm

Solutions for a Retail Bank of the Future

by  Willie Yam，Business Solutions Manager,Financial Services Industry Marketing, Cisco Systems Asia Pacific

by Nick Rowland，Managing Consultant, Financial Services Sector, Business Consulting Services, IBM Global Services, Hong Kong

Willie Yam，Business Solutions Manager,Financial Services Industry Marketing, Cisco Systems Asia Pacific

Nick Rowland，Managing Consultant, Financial Services Sector, Business Consulting Services, IBM Global Services, Hong Kong

Cisco and IBM have a strategic alliance relationship in helping financial institutions to make multi channel retail banking a reality. In this session, representatives from Cisco and IBM will discuss the architecture and solutions that the two companies have put together, enabling the evolution into the next generation of multi channel retail bank.

SUMMIT DAY 2 : 10th January 2004

08:30am – 09:15am, 10 Jan’04

Banking IT – Strategic Challenges and Opportunities

By Lance S. Tay, Director of Consulting, Financial Services Industry

Internet Business Solutions Group (IBSG), Cisco Systems Asia Pacific

Lance is a Director with the Internet Business Solutions Group (IBSG).  He is based in Singapore and focused on the banking sector and non-life insurance sector.  Prior to joining Cisco Systems, Lance worked for Accenture, The Boston Consulting Group, and Fidelity Information Systems (Systematics). 

Lance has global experience in corporate strategy, competitive strategy, and IT strategy projects. His Asia-Pacific engagement experience includes Citibank, National Australia Bank, Westpac NZ, China Construction Bank, Industrial Bank (FIB), Kookmin Bank, Bumiputera Commerce Bank, Krung Thai Bank, and the American International Group.

Financial institutions, especially retail banks, are faced with ever increasing competition from local and foreign players. IT operating and capital budgets have been slashed while customer service levels and compliance requirements are raised. The leaders are using well planned and executed IT strategies to secure both market share and profits.

To survive, Asian banks need to quickly align and prioritize IT spending. To thrive, Asian banks cannot blindly adopt a fast-follower strategy. That which works for a global bank in a developed country may not necessarily work for a regional bank in a developing country.  Asian banks need to make difficult choices in strategic business decisions and IT investments.

09:15 am – 10:45 am

Panel Discussion

10:45 am – 11:00 a m

Wrap Up for End of Summit