3 day Masterclass

Retail Banking


Deliver Successful Retail Banking Performance In The Digital Age.

In this three-day intensive course, you will learn about current trends and opportunities in the global retail banking space and how to design successful retail marketing and distribution strategies to maximise revenue.

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address key challenges

Understand the challenges that digital creates in channel choices for customers

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gain strategic advantage

Discover the major tides of change and how to address them for future success

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develop new skills

Learn how to deliver a world-class digital customer experience

discover new opportunities to maximise revenue

The course will help you get a feel for the required balance between the channels and understand how these new channels can be harnessed for profitable growth and expansion.

In just 3 days you will:

  • Understand the challenges that digitalisation creates in channel choices for customers
  • Implement a world-class digital customer experience
  • Understand how to gain the right balance between branch and non-branch channels
  • Master the importance of the new channels particularly mobile and social media and why customers in specific segments prefer them for banking
  • Understand how to maximise value from these new innovations– ensure there is full appreciation of the integration of these channels and how they can work together for maximum benefit
  • Interpret the expected trends within retail banking over the next few years – understand how to adapt successfully to this new world

Organisations that will benefit:

  • Banks & Financial Institutions
  • Card Issuers
  • Government & Regulators
  • Law Firms
  • Mobile Operators
  • Retailers
  • Consultants
  • Cards & Payments Suppliers
  • Financial Service Advisors

Who will attend:

  • C-Level Executives: CEO, COO, CFO
  • Heads of Retail Banking
  • Regional Managers
  • Banking Managers
  • Branch Managers
  • General Managers
  • Heads of Marketing & Marketing Managers
  • Alternative Distribution Managers
  • Strategic Planning Personnel
  • Operations Directors
  • Finance Analysts

Course Agenda

  • Big Picture
  • Speed Networking
  • Outline, objectives and introductions
  • Challenges and trends facing retail bankers (Insights from leading consultancies such as McKinsey, E&Y, Cap Gemini)
  • Latest trends in retail banking globally
  • Priorities to adapt to a digital world
  • The impact of technology and digitisation
  • Case Studies: Tesco, HSBC, BNP Paribas, TD Dominion Trust, Banque Audi, Citi
  • How to tackle the market shift
  • Workshop: Group work and presentations on future options to address challenges
  • Revenue
  • Multi-channel or omni-channel?
  • Case Study: Santander, Garanti, Saman, Ocean Bank, Odea, Co-op, Zuno, New India
  • Case Studies: Zopa, Moven, Bank, Smile, Fidor and Funding Circle
  • The importance of customer experience
  • Case Studies: Apple, Ritz Carleton, Lush, QVC, First Direct, Amazon, M&S
  • Workshop: Group work and presentations to present options for future success
  • The importance of people
  • Case Study: Svenska Handelsbanken, Abbey National and Bank of Queensland
  • Production challenges and structure
  • Summary & Review
  • Presentation: Short presentations of planned future actions for the delegate attendees
  • Wrap

For further information please call: +44 (0)207 092 1045

  • “The depth and knowledge of my trainer was extremely impressive. In 3 days I have had, without a doubt, a masterclass on the industry. Truly world class.”

    - Gordon Dowall Potter, Past Delegate

  • “Well worth 3 days of study!”

    - Syed Hamza, Past Delegate

  • “The training was excellent! I give it a 10 and will get my trainer's support for my next challenges.”

    - Head of Partnerships & Customer Loyalty at Avis Budget, Past Delegate

  • “Extremely constructive course with a very good dynamic and passionate trainer.”

    - Managing Director at BNP Paribas, Past Delegate

  • “Impressive and cooperative trainer who wanted to make sure the delegates understood.”

    - Budgeting, Planning & Reporting Manager, Past Delegate


We can come to you too! If you have a team of six or more, why not hold a private course? Our experts come to you and the course is tailored to your requirements.

Call +44 (0)20 7092 1045 (United Kingdom)
or emma-jane.dinan@terrapinn.com (Asia Pacific)
for more details


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