Conference Day Two – 6 September 2018, Thursday
8:15 am - 8:50 am Registration & Coffee
8:50 am - 9:00 am Opening Remarks from the Chairperson
DIGITISING BRICK & MORTAR STORES
9:00 am - 9:30 am Embracing Digital Transformation to Deliver the Future of Branch Banking Experience
- Winning the hearts and minds of consumers with digitalisation
- Designing omni-channel customer journeys for the “phygital” world
- Harnessing new technology to boost customer engagement and interactions
9:30 am - 10:15 am PANEL: Shaping the Future of Brick & Mortars with Internet of Things
- How IoT is impacting on the future of branch and store operations
- Assessing IoT investments to empower branch/store efficiency and customer experience
- Exceeding customer expectations with IoT: How and where to start?
10:15 am - 10:30 am Speed Networking
10:30 am - 11:00 am Morning Refreshment Break
BUILDING SMART BRANCHES & STORES
11:00 am - 11:30 am Designing a Fully Automated and Unmanned Digital Branch
- Going 100% automated: What are the implications to cost, operations and customer experience?
- Developing the blueprint: Key considerations in technology, infrastructure and designs
- Operating an unmanned store: Collecting valuable data for continuous improvement and customer insights
11:30 am - 12:00 pm The Use of Self-Service Technologies to Drive Branch and Store Efficiencies
- Comparing self-service with in-person service: Evaluating ROI, user experience and service effectiveness
- Scaling operational efficiencies through embracing and deploying technology in stores
- How can you humanise and personalise self-service experiences to impress and engage your customers?
12:00 pm - 12:30 pm Using Assistant Robots to Achieve Customer Service Efficiencies
- Integrating online and offline shopping with new age technology for customers’ conveniences
- Assessing the ROI of next generation robot-driven collection service for the travel retail industry
- Maximising the benefits of cutting-edge service technologies for improved store efficiencies and customer experience
12:30 pm - 1:30 pm Lunch & Networking
ELEVATING STORE & BRANCH OPERATIONS (2 Rotations @ 45 Minutes Each)
1:30 pm - 3:00 pm Roundtable A: Integrating Supply Chain and Inventory Management for Retail Store Efficiency
1:30 pm - 3:00 pm Roundtable B: Using Real-Time Analytics to Drive In-Store Traffic & Sales
1:30 pm - 3:00 pm Roundtable C: Adopting Virtual Assistants in the Brick & Mortar Space
CONSUMER CONVENIENCE
3:30 pm - 4:00 pm Going Cashless: Redefining Retail Convenience with E-Wallet Services
- Opportunities and challenges of setting up secure, fuss-free cashless payments
- Understanding e-wallet capabilities and how it fits into the modern retail ecosystem
- Case study on Funmaii’s journey on building cashless convenience stores in Malaysia
BEYOND TRADITIONAL BRICK & MORTAR
4:00 pm - 4:45 pm PANEL: Reinvent not Retreat – How to Move Ahead and Shape the Future of Brick and Mortar Stores
- Transforming and the maintaining the competitive edge of your brick and mortar in a digital era
- How can store and branch operators keep up with the pace of market and technology changes and reinvent itself?
- Envisioning the future: The role of brick and mortar in strategic business growth and customer engagement
