Social Media & Financial Services at EFMA’s “Customer Intelligence & CRM” & “Online Banking: the e-volution” Events (10-13 May, Paris)

You work for a bank in digital, innovation or marketing? I hope you are now on your way to Paris to attend the long awaited return of EFMA’s Online Financial Services conference: Online Banking: the e-volution!

In my opinion, this event is the best event of its kind in EMEA. This is essentially due to the quality of both the speaker line up and the audience which are almost totally made of banking professionals with a good experience of digital and social. Everybody is keen to share and learn from their peers.

I invite you to check my coverage of the two previous events: in Athens(2008) and in Barcelona (2007).

Online Banking: the e-volution (Paris, 12-13 May)

I look forward to catching up with so many friends and fellow digital innovation enthusiasts at the event.

As you would imagine, my presentation will focus on social media in financial services. But over the last four years I’ve constantly improved the format and delivery of my speaking engagements.

This is going to be my best presentation yet, so I hope you will be with us on Friday 13 May at 11:15am!

“Spoiler alert”
CL-BookMy presentation is entitled “Customer Experience Without Borders: Social Media in Financial Services” (very similar to my book’s own title).

I will cover the following topics: Voice Of the Customer (VOC), Customer-Generated-Content (CGC) vs User-Generated-Content (UGC), multichannel, ROI, customer retention and acquisition, loyalty and brand ambassadors.

As usual, I plan to cover the event (pictures and comments) and record as many inspirational video interviews with the speakers as possible.

Please find below the list of speakers I could find on linkedin.

Gerd Schenkel, Former Managing Director at UBank (Part of NAB)gerdschenkel
Gunter Uytterhoeven, Director Channel Management at BNP Paribas Fortis
Thomas Kragh, Underdirektør, Digitale Kanaler at NyKreditThomas_Kragh
Thomas Heilskov, Manager of Group Online Communications at Danske Bank Group tHeilskov
Juha Risikko, Senior Product Manager at Nordea Netbanks
Constantinos Frydakis, Senior Manager, eBusiness Development at Piraeus Bank  confryd
Alessandro Colafranceschi, Head of Global Online & Mobile Banking at UniCredit alecola66
Dennis Pereira, Senior Marketing Manager Consumer at PayPal Beneluxdennispereira
Maarten Korz, Innovation manager Rabobank korz
Veronica Lange, e-channels, Retail & Distribution Planning at Barclays Bank
Pol Navarro, Senior Director, Head of Direct Channels and Innovation at Banco Sabadell polnavarro
Jorge Martínez-Arroyo, Head of Brand Customer Experience at Banco Santander
Deniz Devrim Cengiz, Director of Alternative Delivery Channels at TEBdenizcengiz

I invite you to check the full speaker list on the EFMA website.

Social Media Awards
I’m delighted to be also part of the jury which short listed the four nominees to the social media awards delivered by the EFMA the second day of the event.

The Award will be presented based on one or several of the following criteria, and with a specific angle considering the financial crisis:
* Innovative character of the Product
* Distribution and promotion of the Product
* Ability of the Product to create new opportunities for the financial institution

Please find below more info on the four nominees and their initiatives. I used the description submitted by the banks themselves.

Piraeus Bank (Greece) – Skepsou_prasina
(English translation: “think green”)
Piraeus has created a social media platform to build awareness and educate the public on environmental issues as well as to emphasize the necessity and the benefits of adopting green solutions and practices in citizens™ private lives and their working environment. The platform shares green living tips, infographics regarding environmental issues, educational videos and green news.

Nykredit (Denmark) – Sparetips 
(English translation: “savings tips”)
Sparetips is a user-generated database of savings tips, with a userfriendly acces from web, Facebook and mobile apps (iPhone/Android).

TEB (Turkey) – E-Communication
TEB E-Communication is enabling the bank to shift from one way communication to two-way communication with our bank customers.

Bank Hapoalim (Israel) – Poalim “Like Me”
The Poalim Like Me service™s use of data from the bank™s budget-management (PMF) tool, which has over 200,000 registered users and it divided into more than 200 population segments. It helps customers to compare their financial activity each month to “people like them” by age, number of kids etc.

Customer Intelligence & CRM (Paris, 10-11 May)

The “Customer Intelligence & CRM” event is taking place just before Online Banking.

I’ve also been invited to contribute to my first CRM event for EFMA. I’ll deliver pretty much the same presentation on 11 May at 3pm.

I invite you to check the comprehensive list of speakers on the website.

Working Together
We at Visible Banking would be delighted to help you and your team better understand and leverage social media in a pragmatic way.

So please don’t hesitate to call me (0044 7736 446 357), send me an email (, or DM me (@Visible_Banking) to book a meeting and talk about twitterfacebook,customer reviews, social media & social commerce in banking, financial services and insurance.

What do you think?

Written by Christophe Langlois

Based in London for almost a decade, Christophe is an entertaining fintech marketing keynote speaker and a trusted advisor to the global financial services industry on the topics of digital marketing, innovation and B2B social media.

Christophe has contributed to over 140 events in 18 countries.

Currently, Christophe is advising a number of fintech startups on marketing and growth hacking and he is the Chief Marketing Officer of The Fintech Power 50, an exclusive annual programme helping fintech scale-ups to accelerate their growth globally.

Christophe's views on are his own.

Top 10 Most Followed and Top 10 Fastest Growing Financial Institutions on Twitter (EMEA, Q1 2011)

Webank Launches Not One But Four Twitter Accounts Dedicated to Customer Care