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<br /> www.banking-gateway.com Winter 2012<br /> Published in partnership with<br /> Connective issues<br /> How multichannel breakthroughs at Standard Chartered, Barclays<br /> and HSBC help spark an enhanced customer experience<br /> The state of regulatory compliance Alison Hewitt on compliance<br /> with Markus Ruetimann, Schroders and streamlining at Lloyds<br /> PLUS: PAYMENTS: GILBERT ARIRA, BNP PARIBAS · ANTI-MONEY LAUNDERING: HEIDI SUILA, NORDEA BANK ·<br /> SEPA: ETIENNE GOOSSE, EUROPEAN PAYMENTS COUNCIL<br /> <br /> Foreword<br /> On the web...<br /> On the web...<br /> Find recent editions, thought<br /> Find recent editions, white papers<br /> leadership and market analysis at:<br /> and market analysis at:<br /> www.banking-gateway.com<br /> www.xxxxxxxx<br /> Wint<a title="Future Banking Issue 2 2012 page 1" href="http://viewer.zmags.com/publication/91efce6b?page=1"> www.banking-gateway.com </a> <a title="Future Banking Issue 2 2012 page 2" href="http://viewer.zmags.com/publication/91efce6b?page=2"> </a> <a title="Future Banking Issue 2 2012 page 3" href="http://viewer.zmags.com/publication/91efce6b?page=3"> Foreword On the web... On the web... </a> <a title="Future Banking Issue 2 2012 page 4" href="http://viewer.zmags.com/publication/91efce6b?page=4"> Contents 15 12 EBF thoughts on a single sup</a> <a title="Future Banking Issue 2 2012 page 5" href="http://viewer.zmags.com/publication/91efce6b?page=5"> Contents Customer experience management 56 4</a> <a title="Future Banking Issue 2 2012 page 6" href="http://viewer.zmags.com/publication/91efce6b?page=6"> Contents 100 Data cooling – it's a breeze </a> <a title="Future Banking Issue 2 2012 page 7" href="http://viewer.zmags.com/publication/91efce6b?page=7"> </a> <a title="Future Banking Issue 2 2012 page 8" href="http://viewer.zmags.com/publication/91efce6b?page=8"> The intelligence > The front office News & views</a> <a title="Future Banking Issue 2 2012 page 9" href="http://viewer.zmags.com/publication/91efce6b?page=9"> The intelligence > The front office Vital statis</a> <a title="Future Banking Issue 2 2012 page 10" href="http://viewer.zmags.com/publication/91efce6b?page=10"> The intelligence > The front office Vital statis</a> <a title="Future Banking Issue 2 2012 page 11" href="http://viewer.zmags.com/publication/91efce6b?page=11"> The intelligence > The front office Cards on the </a> <a title="Future Banking Issue 2 2012 page 12" href="http://viewer.zmags.com/publication/91efce6b?page=12"> Insight > Industry overview Building blocks o</a> <a title="Future Banking Issue 2 2012 page 13" href="http://viewer.zmags.com/publication/91efce6b?page=13"> Insight > Industry overview T he </a> <a title="Future Banking Issue 2 2012 page 14" href="http://viewer.zmags.com/publication/91efce6b?page=14"> Insight > Industry overview ■ The EBF recogni</a> <a title="Future Banking Issue 2 2012 page 15" href="http://viewer.zmags.com/publication/91efce6b?page=15"> Insight > Cards & payments Contactless encount</a> <a title="Future Banking Issue 2 2012 page 16" href="http://viewer.zmags.com/publication/91efce6b?page=16"> Insight > Cards & payments a number of differen</a> <a title="Future Banking Issue 2 2012 page 17" href="http://viewer.zmags.com/publication/91efce6b?page=17"> Insight > Cards & payments on a mobile to see i</a> <a title="Future Banking Issue 2 2012 page 18" href="http://viewer.zmags.com/publication/91efce6b?page=18"> Company insight > Cards & payments Easy road to</a> <a title="Future Banking Issue 2 2012 page 19" href="http://viewer.zmags.com/publication/91efce6b?page=19"> Mobile wal Banks, mobile operators and retailers</a> <a title="Future Banking Issue 2 2012 page 20" href="http://viewer.zmags.com/publication/91efce6b?page=20"> Insight > Cards & payments area has bec</a> <a title="Future Banking Issue 2 2012 page 21" href="http://viewer.zmags.com/publication/91efce6b?page=21"> Insight > Cards & payments Arira's frustrat</a> <a title="Future Banking Issue 2 2012 page 22" href="http://viewer.zmags.com/publication/91efce6b?page=22"> Company insight > Cards & payments m-payments r</a> <a title="Future Banking Issue 2 2012 page 23" href="http://viewer.zmags.com/publication/91efce6b?page=23"> Company insight > Cards & payments Figure 2. Key</a> <a title="Future Banking Issue 2 2012 page 24" href="http://viewer.zmags.com/publication/91efce6b?page=24"> EVENT NEWS: TRANSFORMING APPLICATIONS 7th Novembe</a> <a title="Future Banking Issue 2 2012 page 25" href="http://viewer.zmags.com/publication/91efce6b?page=25"> Company insight > Cards & payments Trump cards </a> <a title="Future Banking Issue 2 2012 page 26" href="http://viewer.zmags.com/publication/91efce6b?page=26"> Company insight > Cards & payments Interbank ou</a> <a title="Future Banking Issue 2 2012 page 27" href="http://viewer.zmags.com/publication/91efce6b?page=27"> Company insight > Cards & payments </a> <a title="Future Banking Issue 2 2012 page 28" href="http://viewer.zmags.com/publication/91efce6b?page=28"> Company insight > SEPA The final countdown As t</a> <a title="Future Banking Issue 2 2012 page 29" href="http://viewer.zmags.com/publication/91efce6b?page=29"> Company insight > SEPA </a> <a title="Future Banking Issue 2 2012 page 30" href="http://viewer.zmags.com/publication/91efce6b?page=30"> Insight > SEPA Get ready Etienne Goosse, secretar</a> <a title="Future Banking Issue 2 2012 page 31" href="http://viewer.zmags.com/publication/91efce6b?page=31"> Insight > SEPA ■ verify each direct debit tra</a> <a title="Future Banking Issue 2 2012 page 32" href="http://viewer.zmags.com/publication/91efce6b?page=32"> Company insight > SEPA SEPA: a clear transition</a> <a title="Future Banking Issue 2 2012 page 33" href="http://viewer.zmags.com/publication/91efce6b?page=33"> Company insight > SEPA </a> <a title="Future Banking Issue 2 2012 page 34" href="http://viewer.zmags.com/publication/91efce6b?page=34"> Insight > SEPA The lie of the land Three years af</a> <a title="Future Banking Issue 2 2012 page 35" href="http://viewer.zmags.com/publication/91efce6b?page=35"> Insight > SEPA So, will SEPA end dates mak</a> <a title="Future Banking Issue 2 2012 page 36" href="http://viewer.zmags.com/publication/91efce6b?page=36"> Company insight > SEPA XML validation: keys to </a> <a title="Future Banking Issue 2 2012 page 37" href="http://viewer.zmags.com/publication/91efce6b?page=37"> FATF Recommendation 19: Higher-risk countries “Fi</a> <a title="Future Banking Issue 2 2012 page 38" href="http://viewer.zmags.com/publication/91efce6b?page=38"> Company insight > SEPA Here to help with SEPA m</a> <a title="Future Banking Issue 2 2012 page 39" href="http://viewer.zmags.com/publication/91efce6b?page=39"> Company insight > SEPA </a> <a title="Future Banking Issue 2 2012 page 40" href="http://viewer.zmags.com/publication/91efce6b?page=40"> Company insight > Customer experience management </a> <a title="Future Banking Issue 2 2012 page 41" href="http://viewer.zmags.com/publication/91efce6b?page=41"> Company insight > Customer experience management </a> <a title="Future Banking Issue 2 2012 page 42" href="http://viewer.zmags.com/publication/91efce6b?page=42"> Company insight > Customer experience management </a> <a title="Future Banking Issue 2 2012 page 43" href="http://viewer.zmags.com/publication/91efce6b?page=43"> Company insight > Customer experience management </a> <a title="Future Banking Issue 2 2012 page 44" href="http://viewer.zmags.com/publication/91efce6b?page=44"> Insight > Customer experience management Back-</a> <a title="Future Banking Issue 2 2012 page 45" href="http://viewer.zmags.com/publication/91efce6b?page=45"> What we are looking towards is a multiplatfo</a> <a title="Future Banking Issue 2 2012 page 46" href="http://viewer.zmags.com/publication/91efce6b?page=46"> Company insight > Customer experience management </a> <a title="Future Banking Issue 2 2012 page 47" href="http://viewer.zmags.com/publication/91efce6b?page=47"> Company insight > Customer experience management </a> <a title="Future Banking Issue 2 2012 page 48" href="http://viewer.zmags.com/publication/91efce6b?page=48"> Company insight > Customer experience management </a> <a title="Future Banking Issue 2 2012 page 49" href="http://viewer.zmags.com/publication/91efce6b?page=49"> Company insight > Customer experience management </a> <a title="Future Banking Issue 2 2012 page 50" href="http://viewer.zmags.com/publication/91efce6b?page=50"> Insight > Customer experience management A very</a> <a title="Future Banking Issue 2 2012 page 51" href="http://viewer.zmags.com/publication/91efce6b?page=51"> Insight > Customer experience management A </a> <a title="Future Banking Issue 2 2012 page 52" href="http://viewer.zmags.com/publication/91efce6b?page=52"> Insight > Customer experience management “</a> <a title="Future Banking Issue 2 2012 page 53" href="http://viewer.zmags.com/publication/91efce6b?page=53"> Company insight > Customer experience management </a> <a title="Future Banking Issue 2 2012 page 54" href="http://viewer.zmags.com/publication/91efce6b?page=54"> Company insight > Customer experience management </a> <a title="Future Banking Issue 2 2012 page 55" href="http://viewer.zmags.com/publication/91efce6b?page=55"> Company insight > Customer experience management </a> <a title="Future Banking Issue 2 2012 page 56" href="http://viewer.zmags.com/publication/91efce6b?page=56"> Company insight > Customer experience management </a> <a title="Future Banking Issue 2 2012 page 57" href="http://viewer.zmags.com/publication/91efce6b?page=57"> Company insight > Customer experience management </a> <a title="Future Banking Issue 2 2012 page 58" href="http://viewer.zmags.com/publication/91efce6b?page=58"> Insight > Customer experience management Revo</a> <a title="Future Banking Issue 2 2012 page 59" href="http://viewer.zmags.com/publication/91efce6b?page=59"> Insight > Customer experience management </a> <a title="Future Banking Issue 2 2012 page 60" href="http://viewer.zmags.com/publication/91efce6b?page=60"> Insight > Customer experience management In</a> <a title="Future Banking Issue 2 2012 page 61" href="http://viewer.zmags.com/publication/91efce6b?page=61"> Company insight > Customer experience management </a> <a title="Future Banking Issue 2 2012 page 62" href="http://viewer.zmags.com/publication/91efce6b?page=62"> Company insight > Customer experience management </a> <a title="Future Banking Issue 2 2012 page 63" href="http://viewer.zmags.com/publication/91efce6b?page=63"> Company insight > Customer experience management </a> <a title="Future Banking Issue 2 2012 page 64" href="http://viewer.zmags.com/publication/91efce6b?page=64"> Company insight > Customer experience management </a> <a title="Future Banking Issue 2 2012 page 65" href="http://viewer.zmags.com/publication/91efce6b?page=65"> South Africa has emerged as a credible and value </a> <a title="Future Banking Issue 2 2012 page 66" href="http://viewer.zmags.com/publication/91efce6b?page=66"> Company insight > Customer experience management </a> <a title="Future Banking Issue 2 2012 page 67" href="http://viewer.zmags.com/publication/91efce6b?page=67"> Company insight > Customer experience management </a> <a title="Future Banking Issue 2 2012 page 68" href="http://viewer.zmags.com/publication/91efce6b?page=68"> Insight > Customer experience management Posit</a> <a title="Future Banking Issue 2 2012 page 69" href="http://viewer.zmags.com/publication/91efce6b?page=69"> W hen a problem with </a> <a title="Future Banking Issue 2 2012 page 70" href="http://viewer.zmags.com/publication/91efce6b?page=70"> Insight > Customer experience management isolat</a> <a title="Future Banking Issue 2 2012 page 71" href="http://viewer.zmags.com/publication/91efce6b?page=71"> Company insight > Customer experience management </a> <a title="Future Banking Issue 2 2012 page 72" href="http://viewer.zmags.com/publication/91efce6b?page=72"> Insight > Customer experience management Inte</a> <a title="Future Banking Issue 2 2012 page 73" href="http://viewer.zmags.com/publication/91efce6b?page=73"> T he 30th floor of Standard </a> <a title="Future Banking Issue 2 2012 page 74" href="http://viewer.zmags.com/publication/91efce6b?page=74"> Insight > Customer experience management </a> <a title="Future Banking Issue 2 2012 page 75" href="http://viewer.zmags.com/publication/91efce6b?page=75"> Insight > Customer experience management worst </a> <a title="Future Banking Issue 2 2012 page 76" href="http://viewer.zmags.com/publication/91efce6b?page=76"> Company insight > Customer experience management </a> <a title="Future Banking Issue 2 2012 page 77" href="http://viewer.zmags.com/publication/91efce6b?page=77"> Company insight > Customer experience management </a> <a title="Future Banking Issue 2 2012 page 78" href="http://viewer.zmags.com/publication/91efce6b?page=78"> Company insight > Customer experience management </a> <a title="Future Banking Issue 2 2012 page 79" href="http://viewer.zmags.com/publication/91efce6b?page=79"> Company insight > Customer experience management </a> <a title="Future Banking Issue 2 2012 page 80" href="http://viewer.zmags.com/publication/91efce6b?page=80"> Company insight > Regulatory compliance Improve</a> <a title="Future Banking Issue 2 2012 page 81" href="http://viewer.zmags.com/publication/91efce6b?page=81"> Company insight > Regulatory compliance The who</a> <a title="Future Banking Issue 2 2012 page 82" href="http://viewer.zmags.com/publication/91efce6b?page=82"> Insight > Regulatory compliance Blurred boundarie</a> <a title="Future Banking Issue 2 2012 page 83" href="http://viewer.zmags.com/publication/91efce6b?page=83"> Insight > Regulatory compliance Increasingl</a> <a title="Future Banking Issue 2 2012 page 84" href="http://viewer.zmags.com/publication/91efce6b?page=84"> Insight > Regulatory compliance Governance s</a> <a title="Future Banking Issue 2 2012 page 85" href="http://viewer.zmags.com/publication/91efce6b?page=85"> </a> <a title="Future Banking Issue 2 2012 page 86" href="http://viewer.zmags.com/publication/91efce6b?page=86"> Company insight > Regulatory compliance Share t</a> <a title="Future Banking Issue 2 2012 page 87" href="http://viewer.zmags.com/publication/91efce6b?page=87"> New rules, new tech Apart from serious operationa</a> <a title="Future Banking Issue 2 2012 page 88" href="http://viewer.zmags.com/publication/91efce6b?page=88"> Company insight > Regulatory compliance Transpa</a> <a title="Future Banking Issue 2 2012 page 89" href="http://viewer.zmags.com/publication/91efce6b?page=89"> Company insight > Regulatory compliance </a> <a title="Future Banking Issue 2 2012 page 90" href="http://viewer.zmags.com/publication/91efce6b?page=90"> Insight > Regulatory compliance T </a> <a title="Future Banking Issue 2 2012 page 91" href="http://viewer.zmags.com/publication/91efce6b?page=91"> “The level of regulatory change has certainl</a> <a title="Future Banking Issue 2 2012 page 92" href="http://viewer.zmags.com/publication/91efce6b?page=92"> Company insight > Regulatory compliance Navigat</a> <a title="Future Banking Issue 2 2012 page 93" href="http://viewer.zmags.com/publication/91efce6b?page=93"> Company insight > Regulatory compliance converg</a> <a title="Future Banking Issue 2 2012 page 94" href="http://viewer.zmags.com/publication/91efce6b?page=94"> To get there. Together. It's a changing worl</a> <a title="Future Banking Issue 2 2012 page 95" href="http://viewer.zmags.com/publication/91efce6b?page=95"> Company insight > Regulatory compliance A regul</a> <a title="Future Banking Issue 2 2012 page 96" href="http://viewer.zmags.com/publication/91efce6b?page=96"> Insight > Technology Future Banking: How is tec</a> <a title="Future Banking Issue 2 2012 page 97" href="http://viewer.zmags.com/publication/91efce6b?page=97"> Insight > Technology Other industries are f</a> <a title="Future Banking Issue 2 2012 page 98" href="http://viewer.zmags.com/publication/91efce6b?page=98"> Insight > Technology we know, different countri</a> <a title="Future Banking Issue 2 2012 page 99" href="http://viewer.zmags.com/publication/91efce6b?page=99"> Smarter messaging. Richer dialogues. Greater resp</a> <a title="Future Banking Issue 2 2012 page 100" href="http://viewer.zmags.com/publication/91efce6b?page=100"> Company insight > Data centres Data cooling – i</a> <a title="Future Banking Issue 2 2012 page 101" href="http://viewer.zmags.com/publication/91efce6b?page=101"> Company insight > Data centres </a> <a title="Future Banking Issue 2 2012 page 102" href="http://viewer.zmags.com/publication/91efce6b?page=102"> Insight > Security Plan of action In 2012, the Eu</a> <a title="Future Banking Issue 2 2012 page 103" href="http://viewer.zmags.com/publication/91efce6b?page=103"> Insight > Security ■ identify gaps and challe</a> <a title="Future Banking Issue 2 2012 page 104" href="http://viewer.zmags.com/publication/91efce6b?page=104"> Company insight > Security Who, what, when, whe</a> <a title="Future Banking Issue 2 2012 page 105" href="http://viewer.zmags.com/publication/91efce6b?page=105"> Company insight > Security Fighting the new age</a> <a title="Future Banking Issue 2 2012 page 106" href="http://viewer.zmags.com/publication/91efce6b?page=106"> Insight > Anti-money laundering inside and o</a> <a title="Future Banking Issue 2 2012 page 107" href="http://viewer.zmags.com/publication/91efce6b?page=107"> Insight > Anti-money laundering S </a> <a title="Future Banking Issue 2 2012 page 108" href="http://viewer.zmags.com/publication/91efce6b?page=108"> Insight > Anti-money laundering “It gives us</a> <a title="Future Banking Issue 2 2012 page 109" href="http://viewer.zmags.com/publication/91efce6b?page=109"> Company insight > Anti-money laundering AML: th</a> <a title="Future Banking Issue 2 2012 page 110" href="http://viewer.zmags.com/publication/91efce6b?page=110"> Company insight > Anti-money laundering On the </a> <a title="Future Banking Issue 2 2012 page 111" href="http://viewer.zmags.com/publication/91efce6b?page=111"> EBF Leading the way for networking, one-on-one me</a> <a title="Future Banking Issue 2 2012 page 112" href="http://viewer.zmags.com/publication/91efce6b?page=112"> Company insight > Business services Europe's fin</a> <a title="Future Banking Issue 2 2012 page 113" href="http://viewer.zmags.com/publication/91efce6b?page=113"> Insight > Business services Restoring trust in </a> <a title="Future Banking Issue 2 2012 page 114" href="http://viewer.zmags.com/publication/91efce6b?page=114"> Directory > Index Index Arkalogic Systems......</a> <a title="Future Banking Issue 2 2012 page 115" href="http://viewer.zmags.com/publication/91efce6b?page=115"> WHAT WILL YOU DISCOVER? QlikView's Business </a> <a title="Future Banking Issue 2 2012 page 116" href="http://viewer.zmags.com/publication/91efce6b?page=116"> WE ARE THE ONES WHO HELP YOU LEAD WITH GLOBAL DEL</a>