Retail banking has changed significantly over the last few years, following the impacts of the global financial crisis but in particular due to the rapid growth in new alternative channels of distribution emanating from the new digital era (mobile as well as social media) as well as the growth in innovative technologies such as AI, chatbots and robotics. In today’s increasingly competitive world for retail banks keeping up to speed with key trends and desired changes is challenging. These changes are placing pressure on banks to balance revenue growth alongside the pressure on cost management whilst facing the difficulty of how to drive more value from expensive physical networks. The African environment has a wide range of current challenges including credit and risk issues, political challenges, inflation and cost pressures as well as growing populations demanding more services enabled through digital opportunities – technology can clearly provide some of the solutions but choosing where to focus expenditure for optimum benefit is not easy. It is therefore important to tackle these challenges, to equip retail bankers with the knowledge to enable them to balance the challenges of today with the need for future success. Having the unique benefit of a global expert and former banker who has direct experience of working with the local market place is invaluable – that is what this programme offers.

• Enhance your banks growth and revenue opportunities, product development ideas, marketing and customer interaction.
• Understand the channel challenges today and learn of how leading banks are growing branch revenue whilst managing lower costs.
• Appreciate the challenges and opportunities in the “drive to digital” and how to implement them within the African environment.
• Learn about the best methods of integrating channels for maximum sales benefits and customer advocacy.
• Understand about how driving loyalty is essential to higher retention and cross sales. Learn how to develop measurement systems to create a competitive advantage locally.
• Learn how to create an environment in branches where costs fall, sales increase and customers want to buy your products.
• Learn about how to cope with the new challenges such as social media.
• Understand the influence of branch design on sales performance and customer behaviour.
• Appreciate the potential future profitable role of the branch in a developing digital world.
• Learn how the best retail banks produce more revenue from new clients over the first 3 years through focused on-boarding programmes.
• Learn about new distribution channels such as mobile phone technology and how it might drive growth at lower costs for your bank.
• Learn how to drive increased productivity from the branch sales force.
• Appreciate how to be a leader in your marketplace.
• Understand the best alternatives in rewards / recognition and incentives to drive up branch performance and reduce channel competition.
• What are the optimum structures to introduce to effectively manage the retail bank in the future?
• Creating the right branch culture – how? What can be learnt from non-banks?
• Learn what skills are required in tomorrow's new generation branch- how do you recruit and train in the new world of retail banking?
• Understand the barriers banks build that stop customers buying – how do you do something about it?
• Learn how to develop a buying culture as opposed to a sales culture for increased performance

• Head of Retail Banking)
• Regional Managers
• Branch Managers
• General Managers
• Head of Marketing
• Marketing Managers
• Alternative Distribution Managers
• Strategic Planning Personnel
• Operations Directors
• HR and Training Managers