Special Customer Profitability Focus Day
Venue: Cafe Royal By Le Meridien, London

For bullet points and full details of each presentation, click on the symbol.

08.20 Coffee & Registration

09.00 Chairman's Opening Address

09.10
Adopting A Customer Champion Perspective To Increase Profitability: What Techniques To Use To Enhance The Customer Service Experience And Increase Retention?
Paul Abrey,
Strategy & Planning Director,
Personal Customers
BARCLAYS BANK PLC

09.45
Gaining The Competitive Edge: Capitalising On Customer Trust And Customer Treatment: Innovating Through Improved Customer Care Strategies, Enhancing Customer Value
Philippe Touati
VP European Operations
CAPITAL ONE

10.15 Mid-Morning Networking Break

10.45
Implementing The Key Factors To Creating A Profitable Chip Card Environment: Adding New Features To The Card
Vimal Kumar,
Vice President Credit Cards Marketing & Sales,
MASHREQBANK

11.15
Developing A Fully Integrated E-Commerce Architecture Which Supports Your Multi-Channel Financial Services Marketing And Overall Strategy For Maximum Customer Loyalty And Profitability
Bruno Sarda,
Managing Director, eBusiness Division
CHARLES SCHWAB & CO

12.00 Lunch

13.45
Loyalty Based Management: Analytical CRM At Credit Suisse
Dr. Jukkapekka Hekanaho
Head of Data Analysis
CREDIT SUISSE

14.25 PANEL DISCUSSION:
Channel Migration: Examining And Understanding The Ongoing Shift In Customer Touch Point Points Across The Multi-Channel Delivery Network

Paul Abrey,
Strategy & Planning Director, Personal Customers,
BARCLAYS PLC

Philippe Touati,
VP European Operations,
CAPITAL ONE

Vimal Kumar,
Vice President Credit Cards Marketing & Sales,
MASHREQBANK

Bruno Sarda,
Managing Director, eBusiness Division
CHARLES SCHWAB & CO

Dr. Jukkapekka Hekanaho
Head of Data Analysis
CREDIT SUISSE

15.00 End Of Profitability Focus Day