Getting to grips with changes in channels, technology and customer behaviour 

Overview
Efma has been nurturing innovation in retail financial services for over 40 years, by fostering debate and discussion amongst banking and insurance executives. This year’s ‘Banking on innovation’ conference is organised with and hosted by La Caixa. It provides a forum where delegates can discuss innovative ideas, network and learn from their peers. There will also be presentations on innovation in other retail sectors.

Efma’s research shows that innovation is increasingly important to banks, both for delivering a superior customer experience and for enhancing channels. In particular, banks have been investing in digital channel innovation: from different mobile payments through to online personal financial management and planning.

Customers have embraced remote channels and social networks. They are better informed, educated and more demanding. Their benchmarks for all providers (including banks) are the leading Internet and mobile companies.