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RETAIL BANKING | Staff Reporter, Hong Kong
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Bain & Company's Priscilla Dell'Orto to speak about customer loyalty and digitalisation trends in banking

She will be one of the speakers at the 2017 Banking Forum in Hong Kong on July 26.

Priscilla Dell’Orto is a principal in Bain & Company’s Hong Kong office.

She is also a leader in Bain’s global Financial Services and Customer Strategy & Marketing practices. She has deep experience with customer loyalty and the Net Promoter System (NPS) across a number of industries in Asia, with a focus on retail banking and insurance. She is actively involved in the development of Bain’s next generation NPS tools.

Dell’Orto earned an MBA from NYU Stern School of Business. She is a graduate of Università Commerciale Luigi Bocconi, Milan, where she received her BA in International Economics and Management.

Dell’Orto will be one of the speakers at the upcoming Banking Forum 2017 in Hong Kong. She will be talking about Loyalty in Banking in an Increasingly Digital World. Find out more about her in this short Q&A:

What are your previous experiences and positions held that contributed to who you are as a banking expert today?
As a Principal at Bain & Company I’ve primarily focused on the Financial Services industry. Over the past 8 years I have advised a number of Financial Services clients globally – including banks – helping them to address some of their toughest business challenges related to strategy, customer experience and loyalty, IT and digitalization, performance improvement, organisational redesign, and change management.

I am an active member of our global Financial Services practice and I have contributed to several pieces of IP in the field of customer loyalty and digitalization in banking.

What are your key business philosophies?
“True North”, shared ambition gets true results, “Founder’s Mentality” as a path to scale insurgency, all progress takes place outside the comfort zone.

Can you give us a glimpse of what you will talk about at the Asian Banking and Finance Banking Forum 2017?
I will be discussing customer loyalty and digitalisation trends in the retail banking industry in Asia and implications for retail banks. Loyalty is a key driver of profitable growth, but earning it is not easy.

Banks need to recognise the importance consumers place on simple and digital banking. They need to be well ahead of the curve in successfully delivering that value to customers, rather than just providing transactional services.

Most banks clearly understand the importance of digital migration but the bigger challenge lies in how to organise the transformation and instill the necessary changes, both at the frontline and in the back office, to improve how consumers do their banking.

This in the context of a highly regulated industry often plagued by clunky legacy core IT systems. I will share Bain’s perspectives on this topic and where banks should focus their efforts to drive customer loyalty in the digital world and capture substantial cost savings.

The 2017 Banking Forum will be held on July 26 at the Conrad Hong Kong.

If you are interested to attend, you may contact Nikki Quiniquini at nikkiq@charltonmediamail.com or at +65 3158 1386 ext 238.

To read the post-event coverages of the Retail Banking Forums held this year, click on the links below:

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