Day Two

9:00 am - 9:45 am EST NAB’s Roadmap for the Digital World: Changing Back Office and Front Office Processes For Change

Rodrigo Musicante - Manager Operational Excellence, National Australia Bank

·       How NAB has looked at consolidating roles and delivering capacity to simplify ways I which we communicate with the customer

·       Assessing the pain points that are impacting the customer in personal banking and navigating solutions for quick wins and work arounds

·       Understanding when and where technology capabilities are needed in both front and back office and looking at this implementation

·       Dealing with customer fraud pain points and simplifying policy to create a more seamless UX  


Rodrigo Musicante

Manager Operational Excellence
National Australia Bank

10:00 am - 10:45 am EST Session Reserved for Sponsor

11:00 am - 11:45 am EST Session Reserved for Sponsor

12:00 pm - 12:45 pm EST The Emerging OPEX Model: What Does a Frictionless Process Efficient Organisation of the Future Look Like?

Claudio Quadarella - Executive Director, Operational Excellence, Standard Chartered Bank

What is the long-term vision? How will organisations adjust their processes to achieve excellence, sustained success, and business agility?


This session will look to address:


·       How Standard Chartered Bank is re-wiring and redesigning the client journey in alignment with enhancing PEX capabilities

·       How Standard Chartered Bank is re-imagining processes and deploying design-thinking and HCD principles to create winning customer experiences, and end-to-end solutions in a digital era  

·       How Standard Chartered Bank are assessing the role change management will play, aligning with the CX strategy internally 


Claudio Quadarella

Executive Director, Operational Excellence
Standard Chartered Bank