This is Efma's second conference on ‘Innovation in retail banking’. Senior bank executives will give presentation on issues such as the development of distribution channels (with mobile and tablets at the forefront); the growing role of social media in the multichannel model; and the blurring of the distinction between online and offline (sometimes called ‘onf line’). We will also welcome speakers from other sectors (such as retailers) so that we can learn from their experience of managing their own version of multichannel distribution.

The digital society is opening up new opportunities for services in general and financial services in particular. Innovation is the key to achieving market differentiation, consumer engagement and staff engagement.