Second International Conference

SECOND INTERNATIONAL CONFERENCE “THE MODERN BANK”

Advanced strategic and technological solutions in Customer Relationship Management

New Challenges in Investment Policy

29-30 May 2003 Sheraton Sofia Hotel Balkan SOFIA, BULGARIA

Organized by Sofia University "St. Kliment Ohridski" City Liberal Studies, Affiliated Institution of the University of Sheffield Balkan Advisory Company

Under the Patronage of the Ministry of Finance of the Republic of Bulgaria and the European Bank Training Network

In Cooperation with the Bulgarian National Bank and the Bulgarian Association of Commercial Banks

Sponsors: Piraeus Bank – Greece, Formula Telecom BG

With the Financial Assistance of: Bulbank , United Bulgarian Bank, Bulgarian Posts, ICT Agency, Oracle Bulgaria

Media Partners: “Dnevnik” Newspaper, E-WEEK Theme

All types of customers like their banks to provide useful form of relationship management. Their precise wishes vary from segment to segment but, in general, they appreciate having easy access to someone who understands their business; knows what the bank can provide; can coordinate product specialists across the bank and who is empowered to negotiate terms and conditions speedily. In this respect, relationship management is seen as an important aspect of quality service. Banks, which meet this need well, usually win more business and improve profits at the expense of competitors.

The principles of effective relationship management are straightforward but practical implementation is often difficult.

Because relationship management costs money not all customers can enjoy the same level of service. Standards have to be set and hard choices made about the nature and extent of relationship management so that the bank increases income and profits, not just costs. Planning and control systems normally have to be adapted to incorporate the planning and control of individual key customer relationships.

Related to this, banks find it helpful to design and implement new technological solutions. Banks very often decide it is necessary to refocus their investment in computer systems and upgrade the way they measure and reward performance in support of relationship management.

Information and Communication Technology (ICT) investment is one of the largest budgeted items in any bank operational and capital expenditure. Banks operating in today's financial services market have to invest considerable amounts in information technology in order to transact business. Banks have also invested considerably in technology relating to customer relationship management, customer databases, new distribution channels such as the Internet etc. However, much of these investments has not produced the returns or added the value that was expected. Indeed in many cases there has been considerable disappointment at the timescales and performance results that have resulted. But it is not possible to stop technological development it is only to be advanced and efficient in the innovative solutions.

A clear definition of each actor's role within the complex technological environment is necessary in order to ensure that the parties are complementary rather than in competition. In particular, the key question of who manages the relationship with the customer must be clarified, and technological procrastination must not make us lose sight of the fact that this is the main issue. Topics

Advanced strategic and technological solutions in Customer Relationship Management within Financial Services development  Innovative strategies and new approaches to Customer Relationship Management  Reorganising Banks to Support Relationship Management  Marketing challenges and implications for the customer relationship  Technological challenges and mobile devices  Areas of convergence and contradiction between banks, IT and telecom companies  Maximising returns on CRM key projects  Personnel Qualification issues in CRM

New challenges in investment policy  Building a successful Investment Strategy  Best Practice approaches to Investment strategy development  Investment Banking  Supportive Information and Communication Technological solutions  Value and returns of investment

Who Should Attend?

 Chief executives, executive directors and general managers responsible for commercial, corporate, private, merchant and investment banking divisions and subsidiary companies  Senior managers responsible for relationships with key customers  Regional and area general managers, managers of large branches with major customers  Senior marketing and credit officers  Planning executives, senior financial controllers and designers of MIAC systems  IT specialists responsible for procuring relationship management computer systems  Human resources managers responsible for arranging the training of relationship managers and designing performance-related reward systems  IT and mobile companies  Key customers with clear needs and requirements

ENGLISH is the official language of the conference. 29 May 2003, Thursday

08.30 Registration

09.00 Official Opening

Welcome Speech - Professor, Doctor Habil Boyan Biolchev - Rector of Sofia University "St. Kliment Ohridski" Mrs. Kamelia Kassabova, Deputy Chairman of the Bulgarian National Assembly Mr. Milen Velchev, Minister, Ministry of Finance, Republic of Bulgaria Mr. Charles Munn, President of the European Bank Training Network Mr. Dimitar Kostov, Vice President of the Management Board of the Bulgarian Association of Commercial Banks and Executive Director of “Bulgaria Invest” Bank

Advanced Strategic and Technological Solutions in Customer Relationship Management within Financial Services Development

09.40 Mr. David Woods, ABN AMRO Bank “Managing Relationships and Risks in an Electronic Trading Environment”

Mr. Sotiris Sirmakezis, Director, Electronic Banking Division, Piraeus Bank, Greece “Electronic Banking: Serving the customer through multiple channels”

Mr. Lubomir Punchev, Director, “Retail Banking” Department, BULBANK, Sofia, Bulgaria “Strengthening Customer Relationship – a Path to Success”

Mr. Alexander Georgiev, Director “Retail Banking”, United Bulgarian Bank “The Virtual Branch”

11.00 Coffee Break

11.30 Mrs. Boyka Bakardjieva, Head of Electronic Data Processing Department, ING Bank, Sofia Branch, Bulgaria “Internet Banking Solutions”

Mr. Mario Spatafora, General Secretary of EFFEBI, Finance and Banking Association, Professor at Roma University “ European Policy on HRD, Internal Communication and Employee Satisfaction” Ms. Andra Brige, Banking Institute of Higher Education, Riga, Latvia; “Technologies Growth in Commercial Banks of Latvia “Impact on Relationship Building with Customers”

Mr. Tony Ferguson, Head of Practice, Customer Contact Solutions Practice, UNISYS “ The Importance of face-to-face contact in a Multi-Channel Distribution Strategy”

13.00 Lunch

14.30 Mr. Yehuda Benny, Managing Director, Formula Telecom BG “CRM Solutions”

Mr. Mario Mandjukov, Sales Manager, ORACLE Bulgaria “Effective Customer Relationship Management by Using Oracle E-Business Suite”

Mr. Timothy Fanning, Euronet, Managing Director of South Eastern Europe. “Managing Customer Channels to Maximize Value: Choosing the Right Business Model To Improve the Customer Relationship”

Mr. Krassimir Antonov, IBM Bulgaria, "Transforming BRANCH Banking through Technology Renewal"

15.50 Coffee Break

16.20 Mr. Serge HERCEK-PIRLET, General Manager, Serve Communication, Brussels, Belgium "An efficient one to one direct marketing for bank and insurance companies”

Mr. Lionel Anciaux, CEO Mobile Token, Brussels, Belgium “Mobile Banking: The ultimate e-banking channel”

18.30 Dinner Cocktail 30 May 2003, Friday

New Challenges in Investment Policy

09.00 Mr. Krassimir Katev, Deputy Minister, Ministry of Finance, Republic of Bulgaria

Dr. Panagiotis Damaskopoulos MA, PhD Senior Research Fellow, INSEAD, France "The 'New Innovation' in the Financial Services Industry: Perspectives on Institutional Finance"

Mr. Loukas Pilitsis, Senior Vice President, State Street Bank, Head of Risk Management and Strategy for State Street Global Markets (SSGM) in Europe, London Office

Mr. Mike Elliff, Managing Director, UBS Warburg “Corporate Euro Bonds in Eastern Europe”

Mr. Alex Bebov, Managing Partner, Balkan Advisory Company “Balkan Countries Investment Banking”

10.40 Coffee Break

11.10 Mr. Athanassios Koutsopoulos, General Manager of Piraeus Bank, Bulgaria Branch "Real Estate Investment: The key role of Piraeus Bank in Bulgaria"

Mr. Aristidis Bitzenis, Lecturer at the City Liberal Studies, Affiliated Institution of the University of Sheffield “Why Foreign banks are entering transition economies; the case of Bulgaria”

Mr. Svetlozar Karaneshev, Deputy Head, Issue Department, Bulgarian National Bank “Management of International Foreign Assets at the Bulgarian National Bank: Organizational Structure, Decision Making and Procedures”

Mr. Penko Ivanov, Rila Solutions, Bulgaria “System for Managing Bank Investments – Rila Approach”

13.00 Lunch 14.30 Round Table, Part I: “Investment Banking in Bulgaria: How business and capital come together”, Chaired by Mrs. Galya Prokopieva, Chief Editor of “Dnevnik” Newspaper and Mr. Dimitar Iankov, Country Manager “Reuters” – Bulgaria & Macedonia

15.30 Coffee Break

16.00 Round Table, Part II: “Investment Banking in Bulgaria: How business and capital come together”, Chaired by Mrs. Galya Prokopieva, Chief Editor of “Dnevnik” Newspaper and Mr. Dimitar Iankov, Country Manager “Reuters” – Bulgaria & Macedonia

17.00 Closing

Contact Details:

Simona Tzvetkova, Maria Ateva Center for European Research Training and Development Projects Sofia University “St. Kliment Ohridski” 1113 Sofia, P.O. Box 140 Tel.: (+359 2) 9713509 Tel./Fax: (+359 2) 9713543 e-mail: [email protected] ; [email protected] http://eagle.fmi.uni-sofia.bg/conference/