Digital Banking Innovation

Course description

This programme is available only on in-company basis. Contact us to discuss it if you want to arrange a session.

You may be interested in our Digital Transformation in Banking, Open Banking & Payment Systems or International Payments public courses.

The course is conducted by a very senior expert with over 25 years of experience. The sessions are very practical and interactive and will include discussions, Q&As and exercises. You will receive a set of course materials and certificate on completion.


In a world where technology is rapidly evolving customers now expect a personalised service, anytime, anyplace, anywhere. In the world of retail banking where branches and face to face contact has been the norm for years the impact is huge. The future of expensive branch networks are now under severe scrutiny as technology is enabling customers to deal conveniently with their bank “at a distance”

How should banks adapt? Banks have enjoyed long term relationships with customers for years frequently reinforced by face to face contact. Mobile, in particular, is changing the balance of channel use and customer preference. However technology advancements are not unique to banking they exist across all industries, across all continents and across all age groups and all social strata. What, if anything, can banks learn from other industries that will assist their future performance?

How do banks develop revenue streams from these new channels? How do they balance the demands of different customer groups? What is the role of digital banking in customer acquisition, growth and retention?

If customer experience is essential for successful differentiation what role will digital banking play in helping it to be delivered?

The world is seeing unparalleled increases in computing power, storage capacity and bandwidth. This revolution enables customers to change where they access information, who they trust to supply it, what they do with it and how they interact.

This technological “tide of change” is taking place alongside Institutional Change, Demographic Change, Environmental Change as well as Social Change – banks are not immune to any of these major issues impacting their customers.

Learning how to compete successfully in this exciting and dynamic environment is essential – this programme will help attendees develop a successful path to revenue growth, experience delivery and digital excellence.

“Making calls, clicks and bricks work”

What will you learn

By the end of this programme you will:

  • Understand the challenges that digital creates in channel choices for customers
  • Appreciate the major tides of change and how to address them for future success
  • Explore the changes occurring in a range of industries impacting customer behaviours
  • Learn how to deliver a world-class digital customer experience
  • Understand how to gain the right balance between branch and non-branch channels
  • Distinguish the difference between Multi-channel or Omni-channel
  • Explore the benefits of the traditional branch channel and how it can be made more productive in a digital world
  • Appreciate the technology changes available and how they are already changing customer behaviour and interactions with their bank
  • Learn the importance of the new channels particularly mobile and social media and why customers in specific segments prefer them for banking
  • Explore 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
  • Learn how to increase productivity across all channels whilst maximising the opportunity presented by digital banking
  • Understand the expected trends within retail banking over the next few years – understand how to adapt successfully to this new world

You may be also interested in the following programmes: 

Register for 2 public courses at the same time and save extra £100 (in total, not per course).

Related in-company courses: 

Main topics covered during this training

  • This programme puts into context how technology advancements across the world are shaping the future direction for retail banks and their customers
  • There are major tides of change shaping the future behaviours and requirements of customers
  • Industries such as retail are leading the world of change in the eyes of the customers – this programme will share some of the technology innovations impacting the lives of customers and by implication requiring attention of banks
  • New distribution channels such as the internet, mobile and social media have created a challenging environment for branch profitability – how do banks respond?
  • This programme will explain the conflict between traditional branch network banking and the new electronic channels
  • Mobile technology along with the arrival of the tablet has changed customer behaviour – banks have to adapt – how should this be done?
  • What impact will digital have on usage/loyalty?
  • The programme will help attendees get a feel for the required balance between the channels and understand how these new channels can be harnessed for profitable growth and expansion
  • How do you develop profitable growth from remote channels when you don’t see the customer face to face?
  • Where do you focus marketing activity in such a diverse distribution environment?
  • How should marketing change – what are the options to deliver the necessary return on expenditure?
  • Digital banking – the future for which segments?Where should a bank focus its activity to maximise usage, loyalty and profitability?
  • What is the impact of mobile money? Is it a game changer? Who are the leaders? Why are they successful?
  • Social media – enabled by the power of technology – changing customer behaviour especially for the younger segments; how can you harness this change for acquisition, improved retention and growth?
  • This programme will give attendees a sound base of understanding of the changes, the impacts of digital banking and what it means for customers, staff and performance.

Who should attend

  • Professionals involved in digital banking and transformation
  • FinTech Companies Offering Digital Solutions
  • Retail Banking Professionals

Digital Banking Programme - A 2 Day Course


  • Outline of programme objectives and where attendees will see benefits for improvements in their own bank
  • Challenges and focus for 2021 and beyond – how well are you equipped to cope with the new challenges
  • Technology innovations – what is happening around the globe? Where is the greatest impact on banking activity/ behaviours?
  • Learn about innovations in sectors such as retail and technology – what are the key changes influencing future customer behaviour and interaction/
  • Current and future market pressures – impacts on profitability/ growth for shareholders
  • Where will future growth come from – impact of electronic channels on future profit streams
  • Sharing of current trends and research findings that are impacting on where banks focus their attention in the future in respect of these new channels
  • How to drive revenue in a lower margin environment – what can you do? Where should the focus be with these new channels?
  • New world for retail banks – regulatory pressures and impacts – key issue/ concern of “security “ within the electronic channels – how to address the concerns in communication with the customers
  • What is the likely impact of digitisation on product design, marketing and profitability
  • Competition today and in the future – how to identify and respond,
    who are the future competitors – how might the digital world create a new competitive climate
  • What should the focus be to tackle the competition?
  • Who do your on-line customers see as attractive competitors for their business?
  • What exactly is e-commerce – in the world of banking as well as other sectors – what does it mean
  • How is the customers view of technology shaped by other day to day changes outside of banking
  • Customers view – generational challenges. Cost implications and alternatives
  • How to understand the customer’s requirements
  • How to respond to different challenges from different generations profitable
  • Is the approach to “selling” the same in a digital world


  • The revenue challenges presented by customers dealing with the bank remotely?
  • What are the key revenue drivers and how you can influence them? How do they change in a digitally driven world
  • The balance between the traditional and the technology approach – how to ensure success
  • What changes are occurring globally within retail banks to ensure these new channels are value adding for bank and customers
  • Branches – what is changing around the globe – trends for the future –integration of calls, clicks and bricks – see current trends and changes being developed due to digitalisation
  • The impact of social media. Increasingly customers share knowledge/ thoughts/ feelings about brand s through social media – are you aware of what is being said about your bank?
  • What can you learn from the market leaders to deliver what customers want
    Social media – “the power of one” – will the likes of Facebook/ twitter influence the way customers interact with banks
  • Marketing impact – where to focus expenditure – one of the current major dilemmas – how do you measure ROI in this diverse digital world?
  • Impact on structures – how to maximise the required focus?
    If new channels reduce the branch foot print and customer relationship with the bank is changing what does it mean for organisational structures
  • What is the impact on people-recruitment/ training/ rewards across the retail bank in digital focused world?
  • How do you find the right people to deal with customers in this “new electronic world”? What skills are required?
  • Productivity in this electronic age – can it increase and be delivered at lower cost?
  • Delivering a high performance business – how do the leading players achieve success with this drive to digital?
  • What can be learnt from the best in non-bank sectors that might be transferable
  • Banking 10 years on…………….where might it be?

Summary and action points

This programme is not about theory – it is about the real world confronting retail banks today. It is led by one of the foremost experts in the field of retail banking bringing global real life examples and experiences for future improvements in your bank. The desire is to be able to take away actionable points that will add value in the business going forward.




  • The Training Director is one of the leading specialists in the world of retail financial services. He has extensive experience at all levels of retail banking as well as expertise in international markets, having managed international businesses and client projects in markets including Europe, Middle East, Africa, India/Pakistan, Asia and Australia
  • He has extensive unrivalled experience of working directly with retail banks in many parts of the world (Russia, Middle East, SE Asia, throughout Africa, Australia, India/Pakistan and Europe).
  • John was CEO of the retail bank Abbey National in the UK (800 branches/ 15+ million customers/ 15k staff) – now part of the Santander Group
  • He was a leading marketer and innovator. He managed branches, e-channels and telephone distribution as Sales Director
  • John has published work showing how retail banks can improve frontline performance. At Abbey National John worked as Marketing Director, Sales Director, TransformationDirector, and finally as Managing Director.
  • International recognition was gained through the innovative introduction of a branch franchise model, as well as Costa Coffee , a widely acclaimed and successful distribution innovation
  • Successful and challenging projects include locations such as Russia, Vietnam, Lebanon and Iran as well as in other markets
  • He has successfully delivered training programmes globally with major training brands focused at CEO level attendees as well as other management strata



We offer banking and finance courses as well as soft skills and business management training. You can either attend an open public course in London or Dubai or arrange customised in-house training to be delivered in any of your offices worldwide.

Most of our public courses are run over 2 full days. Some programmes are offered as a 1 or 3 day training.

In-house training is tailored to client’s requirements and can be organised over 1 day, 2-3 weeks or longer.

Public courses are organised mainly in London and Dubai. Occasionally we organise courses in other centres like Paris or New York. Check our public course calendar for the current list of programmes. We use a range of training venues, all in the centre of the cities and with excellent transport links to the airports and train stations.

In London we use venues in the centre (near Oxford Circus station or in Mayfair) or in the City (near Liverpool Street or Moorgate stations).

In Dubai our courses are organised in one of 4-5* hotels in the Deira district. Once you register we will send you detailed information together with accommodation options if required.

Our in-house courses can be delivered anywhere in the world. We work with over 25 trainers worldwide. Contact us do discuss your requirements. Check our list of available programmes.

Our courses are run in central locations from 9 a.m until 5-5.30 p.m. There are 2 coffee breaks and a lunch break. Lunch is always provided in the venue.

Dress code is smart casual.

All our programmes are taught by senior specialists who have spent many years in their respective sectors, working as senior managers and head of departments, so they understand very well the market and the challenges you are facing.

The experience of our trainers allows us to create very practical programmes, focused on current market trends and challenges. You can be sure that you will gain the knowledge which can be instantly applied in your workplace after the course. You will be analysing real life case studies, take part in group exercises and discussions as well as role plays, whenever applicable.

We want our courses to be as practical and interactive as possible so we limit the number of participants in order to optimise your time with the trainer and allow you to ask questions which are important for you.

In order to understand your requirements and expectations, we will send you a pre-course questionnaire.

You will also receive post-course support so if you have any questions after you left the training, you are welcome to contact us.

There are 2 easy ways to register:

  1. Go to the course of your choice and click Register Now button to fill the registration page
  2. Email us to

After you register, we will send you registration confirmation and an invoice so you can arrange the payment. Please note that your place is not confirmed until we receive it.

If you register within Early Bird discount period, there’s limited time to arrange the payment in order to be eligible for the discount. You will find all the details on the invoice.

We don’t advise to make any travel and hotel arrangements until you receive full course confirmation from us.

We will send you venue and course details as soon as possible but most likely about 3-4 weeks prior to the course commencement.

You can pay by:

  • Making a bank transfer
  • Debit/credit card
  • Cheque payable to Eureka Financial Ltd. - only within UK

Just mark preferred paying option on the registration form. Whichever form of payment you choose we will always send you an invoice.

If you pay by card, a 2.2% processing fee will be added. We will send you authorisation form so you can give us your card details.

Included in the price of a public course are:

  • Course tutorial
  • Take away course materials
  • Course Certificate
  • Lunch on the days of the training as well as drinks and snacks throughout the course

The price doesn’t include accommodation, flights, transfers and any additional costs outside of the training venue.

Yes, we always offer Early Bird discount, so the sooner you register the more savings you can make. We also offer group discounts and if you register for 2 or more programmes at the same time.

If you are a full time student or unemployed, we offer a 25% discount of the full price of the training. Student ID or unemployment status confirmation is required to claim this discount.

If you attend one of our courses you will be entitled to a special discount for a year after the last course you attend with us. Also, if you have attended and recommended us to a friend, both you and your friend will receive a special discount. You will receive more information about it after you attend the course.

See our Customer Loyalty Discounts page for more details.

All our courses based in the UK are subject to the VAT charge of 20%. This fee is irrespective of the country of residence of the delegates.

You can, however, claim the VAT back by contacting UK tax office - HMRC, and filling the relevant form, as long as you comply with the following rules:

For Delegates coming from the EU countries

If you represent a registered business in another EU country, you can use the Refund Scheme to reclaim VAT you pay in the UK as long as all of the following apply:

  • You're not registered for VAT in the UK and don't have to, or can't be, registered here
  • You don't have a place of business or a residence in the UK
  • You don't make any supplies in the UK

You can find some more information here. In order to claim the VAT you have to fill Form 65.

For the Delegates from Non EU countries

If you represent a registered business in a non-EU country, you can use the Refund Scheme to reclaim VAT you pay in the UK as long as all of the following apply:

  • You're not registered for VAT in the UK and don't have to, or can't be, registered here
  • You don't have a place of business or a residence in the EU
  • You can only use the Refund Scheme if your own country operates a similar scheme and makes it available to UK businesses. If your country has its own Refund Scheme but doesn't let UK businesses use it, you can't claim under the UK Refund Scheme.
  • You don't make any supplies in the UK

If the following rules apply to you, please fill the 65A form and send it to HMRC.


You can cancel your participation up to a month before the course and receive a refund minus 10% of the full course value. Between 2-4 weeks before the course you will be charged 50% cancellation fee and if you cancel less than 2 weeks before the course you can only offer your place to a colleague. Up to 2 weeks before the course you can reregister for another edition for 10% reregistration fee if there is another webinar offered or you can rebook for a course in London by paying the difference in price plus 10% reregistration fee.

Classroom Courses

If there is any official travel restriction or difficulty related to the COVID pandemic around the time of the course we will convert the training into a webinar or offer to attend the next classroom edition at no extra cost.

If you are unable to attend the course, you can either send a replacement at no extra charge or, up to 10 days before the training, you can transfer your booking to another edition within the next 6 months paying administrative fee of 20% of the full course price. For any cancellation requests received between 11 days and 4 weeks from the course we offer 50% refund or reregistration to another edition for 25% of the value of the booking. For any cancellation requests received more than 4 weeks before the course date we will offer a refund less an administration fee of 10% of the full course price.

Cancellations must be made in writing (letter or email) and reach our office four weeks prior to the course date. We regret that only limited refunds can be given after this period as per points above. Non-attendance without any notification will be charged at full rate. Your place on a course is not guaranteed until we receive the payment. All payments must be made in full before the course date.

All our trainers have been working for many years in their respective sectors before they begun to teach so they bring a wealth of practical experience to the classroom.

Most of them used to work for 15 or more years in the financial sector and corporate world, and were holding positions of Directors, VP and Senior Managers. Some of them have published books and have written articles for specialised magazines and newspapers including FT, The Independent, The Times etc. You can find detailed biography of each trainer on the page of the course you want to register for.

Yes, you will receive a Certificate of Attendance at the end of the course you attend.

If you have to apply for a Visa to attend a course in the UK, we will issue a letter to support your application. The letter will be issued only after the payment for the course has been made.

It is delegate’s responsibility to obtain a Visa and failure to do so will not make the participant exempt from the cancellation policy.

Anyone suspected of applying for a training course simply to gain a Visa letter will be reported to their embassy.

We will need the following information to issue an invitation letter:

  • Full name as it appears on your passport
  • Date of birth
  • Passport number
  • Passport issue date
  • Passport expiry date

This topic can be arranged on in-company basis. If you have a group of 4 or more we can customise it and deliver in any location worldwide. Contact us to discuss your requirements



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