This Masterclass will guide managers responsible for transformation journeys as well as day-to-day management of distribution networks through the challenges of rapidly increasing digitization and shifting customer trends. It will help attendees strategically rethink the role of physical distribution in a digital, data-driven world as well as look at specific actionable improvements in day-to-day operations of the branch network and its optimal positioning on the distribution platform.

Among others, we will look into branch networks and formats of the future - using a modern data-driven approach to development and ongoing evolution – as well as the key role of CRM in the distribution platform of the future. We will explore effective ways of augmenting human banking with data-driven insights and modern technology. We will also deep dive into the technology-assisted service model of the future, with remote servicing, digitized processes, and branches optimized for high-value transactions.

The masterclass will be divided into three sessions per 3 hours focused on:

1. The role of channels in a modern bionic distribution platform
2. The use of data and CRM to elevate customer experience and increase the effectiveness of human bankers
3. Bionic customer service model with digitized processes for on-site and remote scenarios

By the end of this program, participants will:

1. Explore the future role of channels in a modern bionic distribution platform 
2. Get a better understanding of key considerations for designing the optimal distribution platform
3. Explore data-driven banking, the role of CRM, and examples of best practice applications
4. Discuss selected customer journeys and service scenarios, blending digital and physical
5. Engage in global peer collaboration and networking to share knowledge and inspire each other on the learning journey
6. Receive a certificate of completion