If you are visually impaired or blind, you can visit the PDF version by Pressing CONTROL + ALT + 4
<br /> www.banking-gateway.com<br /> Summer 2013<br /> Published in partnership with<br /> The<br /> Virgin<br /> touch<br /> How Virgin Money<br /> chairman Richard<br /> Branson is breaking<br /> new ground in the<br /> banking industry<br /> Also in this issue:<br /> Martin Frohn and the<br /> European Commission's<br /> new Anti-Money<br /> Laundering Directive<br /> The customer experience<br /> at Standard Chartered<br /> and First Direct<br /> PLUS:GRCATSAXOBANKWITHCIOMIKAELMUNCK·UNICREDIT'SMASSIMOMILANTAONCONTACTCENTRES<br /> ·FRANKABAGNALEANDTHEEVOLVINGFIGHTAGAINSTCOUNTER-CHEQUEFRAUD<br /> SEPA<br /> Outsource your processing to a solid partner<br /> The Single Euro Payments Area offers you all the benefits of an open<br /> European market. But first you will have to get ready for the end<br /> date. That means getting to know the SEPA rulebooks, allocating<br /> time and resources for the migration, and developing new SEPA-<br /> proof services. <a title="Future Banking Issue 1 2013 page 1" href="http://viewer.zmags.com/publication/a97097ae?page=1"> www.banking-gateway.com Summer 2013 Published i</a> <a title="Future Banking Issue 1 2013 page 2" href="http://viewer.zmags.com/publication/a97097ae?page=2"> SEPA Outsource your processing to a solid part</a> <a title="Future Banking Issue 1 2013 page 3" href="http://viewer.zmags.com/publication/a97097ae?page=3"> Foreword On the web... On the web... </a> <a title="Future Banking Issue 1 2013 page 4" href="http://viewer.zmags.com/publication/a97097ae?page=4"> Turn simple communication into powerful conversat</a> <a title="Future Banking Issue 1 2013 page 5" href="http://viewer.zmags.com/publication/a97097ae?page=5"> Contents On the cover 14 09 Must the EU reasse</a> <a title="Future Banking Issue 1 2013 page 6" href="http://viewer.zmags.com/publication/a97097ae?page=6"> Contents and their customers. Jack Wittels spea</a> <a title="Future Banking Issue 1 2013 page 7" href="http://viewer.zmags.com/publication/a97097ae?page=7"> NEED HELP MAKING CASHLESS A REALITY? Nets has bee</a> <a title="Future Banking Issue 1 2013 page 8" href="http://viewer.zmags.com/publication/a97097ae?page=8"> Contents 78 Keeping pace with the </a> <a title="Future Banking Issue 1 2013 page 9" href="http://viewer.zmags.com/publication/a97097ae?page=9"> Insight > Industry overview Rethink the Robin Hoo</a> <a title="Future Banking Issue 1 2013 page 10" href="http://viewer.zmags.com/publication/a97097ae?page=10"> Insight > Industry overview A further reaso</a> <a title="Future Banking Issue 1 2013 page 11" href="http://viewer.zmags.com/publication/a97097ae?page=11"> Insight > Industry overview </a> <a title="Future Banking Issue 1 2013 page 12" href="http://viewer.zmags.com/publication/a97097ae?page=12"> The intelligence > The front office News & vital</a> <a title="Future Banking Issue 1 2013 page 13" href="http://viewer.zmags.com/publication/a97097ae?page=13"> The intelligence > The front office Counting the c</a> <a title="Future Banking Issue 1 2013 page 14" href="http://viewer.zmags.com/publication/a97097ae?page=14"> Insight > Customer experience management Virgin t</a> <a title="Future Banking Issue 1 2013 page 15" href="http://viewer.zmags.com/publication/a97097ae?page=15"> Insight > Customer experience management </a> <a title="Future Banking Issue 1 2013 page 16" href="http://viewer.zmags.com/publication/a97097ae?page=16"> </a> <a title="Future Banking Issue 1 2013 page 17" href="http://viewer.zmags.com/publication/a97097ae?page=17"> Insight > Customer experience management On a </a> <a title="Future Banking Issue 1 2013 page 18" href="http://viewer.zmags.com/publication/a97097ae?page=18"> Company insight > Customer experience management </a> <a title="Future Banking Issue 1 2013 page 19" href="http://viewer.zmags.com/publication/a97097ae?page=19"> Company insight > Customer experience management </a> <a title="Future Banking Issue 1 2013 page 20" href="http://viewer.zmags.com/publication/a97097ae?page=20"> Insight > Customer experience management New kid</a> <a title="Future Banking Issue 1 2013 page 21" href="http://viewer.zmags.com/publication/a97097ae?page=21"> Insight > Customer experience management massiv</a> <a title="Future Banking Issue 1 2013 page 22" href="http://viewer.zmags.com/publication/a97097ae?page=22"> Company insight > Customer experience management </a> <a title="Future Banking Issue 1 2013 page 23" href="http://viewer.zmags.com/publication/a97097ae?page=23"> Company insight > Customer experience management </a> <a title="Future Banking Issue 1 2013 page 24" href="http://viewer.zmags.com/publication/a97097ae?page=24"> Company insight > Customer experience management </a> <a title="Future Banking Issue 1 2013 page 25" href="http://viewer.zmags.com/publication/a97097ae?page=25"> Company insight > Customer experience management </a> <a title="Future Banking Issue 1 2013 page 26" href="http://viewer.zmags.com/publication/a97097ae?page=26"> Insight > Customer experience management The </a> <a title="Future Banking Issue 1 2013 page 27" href="http://viewer.zmags.com/publication/a97097ae?page=27"> Insight > Customer experience management become</a> <a title="Future Banking Issue 1 2013 page 28" href="http://viewer.zmags.com/publication/a97097ae?page=28"> Insight > Customer Experience Management </a> <a title="Future Banking Issue 1 2013 page 29" href="http://viewer.zmags.com/publication/a97097ae?page=29"> Company insight > Customer experience management </a> <a title="Future Banking Issue 1 2013 page 30" href="http://viewer.zmags.com/publication/a97097ae?page=30"> Company insight > Customer experience management </a> <a title="Future Banking Issue 1 2013 page 31" href="http://viewer.zmags.com/publication/a97097ae?page=31"> Company insight > Customer experience management </a> <a title="Future Banking Issue 1 2013 page 32" href="http://viewer.zmags.com/publication/a97097ae?page=32"> Company insight > Customer experience management </a> <a title="Future Banking Issue 1 2013 page 33" href="http://viewer.zmags.com/publication/a97097ae?page=33"> Company insight > Customer experience management </a> <a title="Future Banking Issue 1 2013 page 34" href="http://viewer.zmags.com/publication/a97097ae?page=34"> Insight > Customer experience management The r</a> <a title="Future Banking Issue 1 2013 page 35" href="http://viewer.zmags.com/publication/a97097ae?page=35"> Insight > Customer experience management other</a> <a title="Future Banking Issue 1 2013 page 36" href="http://viewer.zmags.com/publication/a97097ae?page=36"> Company insight > Customer experience management </a> <a title="Future Banking Issue 1 2013 page 37" href="http://viewer.zmags.com/publication/a97097ae?page=37"> Company insight > Customer experience management </a> <a title="Future Banking Issue 1 2013 page 38" href="http://viewer.zmags.com/publication/a97097ae?page=38"> AUSTRIA FRANCE germany ROMANIA SLOVAKIA SWITZERLA</a> <a title="Future Banking Issue 1 2013 page 39" href="http://viewer.zmags.com/publication/a97097ae?page=39"> Company insight > Customer experience management </a> <a title="Future Banking Issue 1 2013 page 40" href="http://viewer.zmags.com/publication/a97097ae?page=40"> Company insight > Customer experience management </a> <a title="Future Banking Issue 1 2013 page 41" href="http://viewer.zmags.com/publication/a97097ae?page=41"> Company insight > Customer experience management </a> <a title="Future Banking Issue 1 2013 page 42" href="http://viewer.zmags.com/publication/a97097ae?page=42"> Insight > Customer experience management In the b</a> <a title="Future Banking Issue 1 2013 page 43" href="http://viewer.zmags.com/publication/a97097ae?page=43"> Insight > Customer experience management making</a> <a title="Future Banking Issue 1 2013 page 44" href="http://viewer.zmags.com/publication/a97097ae?page=44"> Company insight > Customer experience management </a> <a title="Future Banking Issue 1 2013 page 45" href="http://viewer.zmags.com/publication/a97097ae?page=45"> Company insight > Customer experience management </a> <a title="Future Banking Issue 1 2013 page 46" href="http://viewer.zmags.com/publication/a97097ae?page=46"> Company insight > Customer experience management </a> <a title="Future Banking Issue 1 2013 page 47" href="http://viewer.zmags.com/publication/a97097ae?page=47"> Company insight > Customer experience management </a> <a title="Future Banking Issue 1 2013 page 48" href="http://viewer.zmags.com/publication/a97097ae?page=48"> Insight > Data analytics </a> <a title="Future Banking Issue 1 2013 page 49" href="http://viewer.zmags.com/publication/a97097ae?page=49"> Insight > Data analytics Massimo Milanta Massimo</a> <a title="Future Banking Issue 1 2013 page 50" href="http://viewer.zmags.com/publication/a97097ae?page=50"> Insight > Data analytics High-end technologi</a> <a title="Future Banking Issue 1 2013 page 51" href="http://viewer.zmags.com/publication/a97097ae?page=51"> </a> <a title="Future Banking Issue 1 2013 page 52" href="http://viewer.zmags.com/publication/a97097ae?page=52"> Company insight > Data analytics Data analytics</a> <a title="Future Banking Issue 1 2013 page 53" href="http://viewer.zmags.com/publication/a97097ae?page=53"> Company insight > Data analytics </a> <a title="Future Banking Issue 1 2013 page 54" href="http://viewer.zmags.com/publication/a97097ae?page=54"> Insight > Data analytics Jim Banks: A lot is sa</a> <a title="Future Banking Issue 1 2013 page 55" href="http://viewer.zmags.com/publication/a97097ae?page=55"> hard to get the all-around customer view, but it </a> <a title="Future Banking Issue 1 2013 page 56" href="http://viewer.zmags.com/publication/a97097ae?page=56"> Insight > Core banking Business agility in core b</a> <a title="Future Banking Issue 1 2013 page 57" href="http://viewer.zmags.com/publication/a97097ae?page=57"> Insight > Core banking (especially for data tha</a> <a title="Future Banking Issue 1 2013 page 58" href="http://viewer.zmags.com/publication/a97097ae?page=58"> Company insight > Core banking Core metamorphos</a> <a title="Future Banking Issue 1 2013 page 59" href="http://viewer.zmags.com/publication/a97097ae?page=59"> Company insight > Core banking </a> <a title="Future Banking Issue 1 2013 page 60" href="http://viewer.zmags.com/publication/a97097ae?page=60"> Insight > Payments Single minded As deadlines f</a> <a title="Future Banking Issue 1 2013 page 61" href="http://viewer.zmags.com/publication/a97097ae?page=61"> Insight > Payments dynamically in response to m</a> <a title="Future Banking Issue 1 2013 page 62" href="http://viewer.zmags.com/publication/a97097ae?page=62"> Company insight > Payments The need for speed </a> <a title="Future Banking Issue 1 2013 page 63" href="http://viewer.zmags.com/publication/a97097ae?page=63"> Company insight > Payments </a> <a title="Future Banking Issue 1 2013 page 64" href="http://viewer.zmags.com/publication/a97097ae?page=64"> Company insight > Payments Nordic payment syste</a> <a title="Future Banking Issue 1 2013 page 65" href="http://viewer.zmags.com/publication/a97097ae?page=65"> Company insight > Payments Keep pace with payme</a> <a title="Future Banking Issue 1 2013 page 66" href="http://viewer.zmags.com/publication/a97097ae?page=66"> Company insight > Payments Real business intell</a> <a title="Future Banking Issue 1 2013 page 67" href="http://viewer.zmags.com/publication/a97097ae?page=67"> Company insight > Payments </a> <a title="Future Banking Issue 1 2013 page 68" href="http://viewer.zmags.com/publication/a97097ae?page=68"> Insight > Payments Net profits Thanks to the soar</a> <a title="Future Banking Issue 1 2013 page 69" href="http://viewer.zmags.com/publication/a97097ae?page=69"> Insight > Payments financial services based on </a> <a title="Future Banking Issue 1 2013 page 70" href="http://viewer.zmags.com/publication/a97097ae?page=70"> Company insight > Payments Protect and serve S</a> <a title="Future Banking Issue 1 2013 page 71" href="http://viewer.zmags.com/publication/a97097ae?page=71"> Company insight > Payments Vocal accord With th</a> <a title="Future Banking Issue 1 2013 page 72" href="http://viewer.zmags.com/publication/a97097ae?page=72"> FATF Recommendation 19: Higher-risk countries “Fi</a> <a title="Future Banking Issue 1 2013 page 73" href="http://viewer.zmags.com/publication/a97097ae?page=73"> Company insight > Payments Learn a new business</a> <a title="Future Banking Issue 1 2013 page 74" href="http://viewer.zmags.com/publication/a97097ae?page=74"> Company insight > Governance, risk & compliance </a> <a title="Future Banking Issue 1 2013 page 75" href="http://viewer.zmags.com/publication/a97097ae?page=75"> Company insight > Governance, risk & compliance </a> <a title="Future Banking Issue 1 2013 page 76" href="http://viewer.zmags.com/publication/a97097ae?page=76"> Insight > Governance, risk & compliance Follow th</a> <a title="Future Banking Issue 1 2013 page 77" href="http://viewer.zmags.com/publication/a97097ae?page=77"> Insight > Governance, risk & compliance Ris</a> <a title="Future Banking Issue 1 2013 page 78" href="http://viewer.zmags.com/publication/a97097ae?page=78"> Company insight > Governance, risk & compliance </a> <a title="Future Banking Issue 1 2013 page 79" href="http://viewer.zmags.com/publication/a97097ae?page=79"> Company insight > Governance, risk & compliance </a> <a title="Future Banking Issue 1 2013 page 80" href="http://viewer.zmags.com/publication/a97097ae?page=80"> Insight > Governance, risk & compliance North</a> <a title="Future Banking Issue 1 2013 page 81" href="http://viewer.zmags.com/publication/a97097ae?page=81"> towards providing colleagues with the ability to </a> <a title="Future Banking Issue 1 2013 page 82" href="http://viewer.zmags.com/publication/a97097ae?page=82"> Insight > Governance, risk & compliance reliab</a> <a title="Future Banking Issue 1 2013 page 83" href="http://viewer.zmags.com/publication/a97097ae?page=83"> Company insight > Governance, risk & compliance </a> <a title="Future Banking Issue 1 2013 page 84" href="http://viewer.zmags.com/publication/a97097ae?page=84"> Company insight > Governance, risk & compliance </a> <a title="Future Banking Issue 1 2013 page 85" href="http://viewer.zmags.com/publication/a97097ae?page=85"> Company insight > Governance, risk & compliance </a> <a title="Future Banking Issue 1 2013 page 86" href="http://viewer.zmags.com/publication/a97097ae?page=86"> Insight > Security Unknown enemy New technol</a> <a title="Future Banking Issue 1 2013 page 87" href="http://viewer.zmags.com/publication/a97097ae?page=87"> Insight > Security Is the pace of threats quick</a> <a title="Future Banking Issue 1 2013 page 88" href="http://viewer.zmags.com/publication/a97097ae?page=88"> Insight > Security Hire him if you can Famou</a> <a title="Future Banking Issue 1 2013 page 89" href="http://viewer.zmags.com/publication/a97097ae?page=89"> Insight > Security £34.3 million in 2011 to £35</a> <a title="Future Banking Issue 1 2013 page 90" href="http://viewer.zmags.com/publication/a97097ae?page=90"> Growth in Europe Insight > Correspondent b</a> <a title="Future Banking Issue 1 2013 page 91" href="http://viewer.zmags.com/publication/a97097ae?page=91"> Insight > Correspondent banking Emerging Eu</a> <a title="Future Banking Issue 1 2013 page 92" href="http://viewer.zmags.com/publication/a97097ae?page=92"> Company insight > Correspondent banking Time to</a> <a title="Future Banking Issue 1 2013 page 93" href="http://viewer.zmags.com/publication/a97097ae?page=93"> Company insight > Correspondent banking </a> <a title="Future Banking Issue 1 2013 page 94" href="http://viewer.zmags.com/publication/a97097ae?page=94"> Company insight > Islamic banking Islamic banki</a> <a title="Future Banking Issue 1 2013 page 95" href="http://viewer.zmags.com/publication/a97097ae?page=95"> Company insight > Islamic banking considered an</a> <a title="Future Banking Issue 1 2013 page 96" href="http://viewer.zmags.com/publication/a97097ae?page=96"> Insight > Islamic banking Mission statement Iqbal</a> <a title="Future Banking Issue 1 2013 page 97" href="http://viewer.zmags.com/publication/a97097ae?page=97"> Insight > Islamic banking Fajr Capital was</a> <a title="Future Banking Issue 1 2013 page 98" href="http://viewer.zmags.com/publication/a97097ae?page=98"> Insight > Islamic banking enhanced Glass-Steaga</a> <a title="Future Banking Issue 1 2013 page 99" href="http://viewer.zmags.com/publication/a97097ae?page=99"> </a> <a title="Future Banking Issue 1 2013 page 100" href="http://viewer.zmags.com/publication/a97097ae?page=100"> WE HELP BANKS LEAD WITH GLOBAL DELIVERY EXCELLENC</a>