VIII edition of the ABI event focused on Bank-Customer relations. A full agenda, spread over two days in plenary and parallel sessions, in which important speakers from universities, regulatory authorities, Italian and foreign banks, various financial institutions, market leader companies, consulting companies, agencies and research centers gave their contribution.

Thoughts and methods to spark growth: the holistic planet

Antonio Carbonera / Partner - Executive Vice President, PRB

Full version 19'

Presentation

PRB keeps on bringing evolution to Banks, when it comes to technology, relations and positioning: Holistic Bank in Holistic Society. In many distinguished speakers, holistic society is growing more and more. Here are some statements heard at the event:

giovanni sabatini

Innovation must be both technological and cultural; technology must be an enabling tool in relations with customers

Giovanni Sabatini / General Director, ABI
Photo Bancaforte

gianfranco torriero

Easiness and professionalism are the most important levers for customer satisfaction

Gianfranco Torriero / Central Managing Director, Strategies and Financial markets, ABI

gian maria fara

Italy is a Country of big issues but also of big opportunities: it must be able to take advantage of its excellences

Gian Maria Fara / President, EURISPES
Foto Bancaforte

luciano munari

Service models are being differentiated and the relation pivots around the manager and his/her skills

Luciano Munari / Professor of Economics, Università di Parma

luisa bajetta

Internet increased the power of the customer with Banks: going on like this requires the redesign of the relation with customers

Luisa Bajetta / Management Analyst, ABI

federico sforza

The customer wants real time services; we introduced a number of semplifications and sped up various services, including ATMs

Federico Sforza / Multichannel Italy Manager, UniCredit
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giuseppe ammannato

Valorizing customers is a must, and to do so, we need to know their life plans: we need to customize and provoke emotions

Giuseppe Ammannato / CRM Service Manager, Cariparma

marco tarantola

We must improve our skills, learn to multitask, be more useful for customers

Marco Tarantola / Vice General Manager, Retail and Private Division Manager, BNL Gruppo BNP Paribas
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roberto liscia

Big investments are expected in next years in order to change processes: infrastructures are now obsolete and forcing to keep them slows innovation

Roberto Liscia / President, Consorzio Netcomm
Photo Adnkronos

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Agenda