INDIAN INSTITUE OF BANKING & FINANCE(An ISO 21001:2018 Certified Institute)

Professional Development Centre – West Zone
Program on “Digital Transformation in Banking & Marketing forCustomer Service Excellence”
In Virtual Mode

From 08th to 10th July 2024

Open to Members & Non-Members
Individual participants can also register for the programme at their own cost
Program Co-ordinators: Mr. Shiv Kumar Gupta & Shijoy Joseph
Mail Id: head-pdcwz@iibf.org.in ; je.pdcwz1@iibf.org.in
Address: 192, Maker Tower, F Wing, 19th Floor, Cuffe Parade Mumbai - 400005.
www.iibf.org.in

BRIEF BACKGROUND
Established on 30th April 1928, IIBF which is an “Institute of the Bankers, for theBankers and by the Bankers” has during its 96 years of service been actively involved inexamination, training & academics and has emerged as a premier institute in banking andfinance education.
Considering the emerging requirements of bankers in the ever-changing dynamicenvironment, IIBF has been providing quality training to bankers in select areas. The training
programs are designed in consultation with the industry experts and human resources personnel
with an endeavour to address the skill gaps on a continuous basis.
The regular offerings in varied areas prepare the banking professionals ahead of theimpending change. IIBF has state-of-the-art training facilities at its Leadership Centre at
Mumbai and it has four Professional Development Canters (PDCs) at Mumbai, Delhi, Chennai
and Kolkata catering to the increasing demand for the focused training programmes.

ABOUT THE PROGRAMMEIn an era where digital transformation is key to business success, understanding andimplementing effective digital marketing strategies while ensuring service excellence andleveraging digital banking products are crucial for banks. This program aims to bridge the gap
between digital innovation and customer-centric service, preparing banking professionals tothrive in a competitive market.
The "Digital Transformation in Banking & Marketing for Customer Service
Excellence" program is designed to equip banking professionals with the knowledge and skills
needed to leverage digital marketing effectively, ensure service excellence, and understanddigital banking products such as Cards, ATMs, Mobile and Internet Banking, and PoS. As thefinancial landscape evolves, it is crucial for banks to adapt to digital advancements to enhancecustomer acquisition, retention, and overall service excellence.
This comprehensive training initiative is specifically aimed at banking professionals
seeking to deepen their understanding and application of digital marketing within the sector.
Given the rapid digital transformation in the financial industry, the program provides
participants with essential skills to improve customer acquisition, retention, and service
excellence through effective digital marketing strategies.

OBJECTIVES
The program aims at developing understanding among participants about:Enhancing the understanding and application of digital marketing in the banking sector.

Improving skills in customer relations and service excellence.

Aligning marketing strategies with regulatory and ethical standards.



Familiarizing participants with digital banking products and their functionalities.



Fostering a customer-centric mind-set within the organization.

CONTENT OVERVIEW
Digital Banking:

Overview of digital products: Cards, ATMs, Mobile and Internet Banking, PoS.

Digital banking operations and security.

Enhancing customer experience through digital banking.

Trends and innovations in digital banking.

Digital Marketing:Introduction to digital marketing, Understanding consumer behaviour and preferences.

Customer journey: reaching and engaging the customer.

Search engine optimization (SEO), search engine marketing (SEM), social media
marketing, email marketing.



Formulation of strategies based on ethical and regulatory perspectives.



Using analytics to gain insights into customer behaviour.

Service Excellence:
Achieving service excellence.

Strategies for superior customer service.

Case studies on service excellence in banking.

METHODOLOGY

Virtual (Online) interactive lectures, Case Studies, presentations and sharing ofexperiences on ZOOM.

Live sessions by Faculty shall be conducted and participants can participate in thesessions from home or office using Laptop/Desktop/iPad/Smart Phones.

Login details for accessing the sessions will be shared on registered mail ids ofparticipants 24 hours before the program.

TARGET GROUP
This program is designed for officials working in banks, especially those involved in branchbanking and relationship management. It is ideal for banking professionals who want toenhance their digital marketing skills and understand the latest trends and strategies in theindustry. (Banks may send their nominations in bulk.)
DURATION
3 Days - From 8th to 10th July 2024
Timings: 10.00 A.M. to 05.15 P.M. (First day kindly login by 09.45 am)
FEES₹ 6000/- (Six Thousand only) plus GST @18% aggregating to ₹ 7080/- per participant(In case of TDS deduction, please send us TDS certificate).
Programme fees may be remitted to the credit of Institute’s account as given below:
Beneficiary Name: Indian Institute of Banking and FinanceName of the Bank Branch: State Bank of India, Vidyavihar (West), Mumbai.
SB Account No: 42895503864
IFSC Code: SBIN0011710
PAN No. : AAATT3309D
GSTN No. : 27AAATT3309D1ZS(Kindly provide your GST Number in the nomination letter to facilitate raising of invoice)In case of any quires, kindly contact
Mr. Shiv Kumar Gupta
Zonal Headhead-pdcwz@iibf.org.in
Mob : +91 9555233865
Landline : 022 69437301

Mr. Shijoy Joseph Vadasery
Junior Executive
je.pdcwz1@iibf.org.in
Mob : +91 9820127826
Landline : 022 69437302** Last Date of Registration is 05th July 2024 **INDIAN INSTITUE OF BANKING & FINANCE(An ISO 21001:2018 Certified Institute)

Nomination Form – For Individuals

Digital Transformation in Banking & Marketing forCustomer Service Excellence

Name of the program:Dates: 08th July 2024 (Mon) to 10th July 2024 (Wed) – 3 DaysTime

: 10.00 a.m. to 5.15 p.m.

Program Type: Virtual (Online) mode
Nominee Details

Sr.
No.
1

Name

Designation Mobile No. (WhatsApp)

E-mailUTR No.

---------------------------------------------------------------------------------------------------------------*Login details of the program shall be shared on personal mail id of nominee.
Fees - Rs. 6000/- (Six Thousand only) plus GST @18% aggregating to Rs.7080/- perparticipant (In case of TDS deduction, please send us TDS certificate)
Programme fees may be remitted to the credit of Institute’s account as given below:
Beneficiary Name

: Indian Institute of Banking and FinanceName of the Bank branch: State Bank of India, Vidyavihar (West), Mumbai.

SB Account No: 42895503864

IFSC Code: SBIN0011710(PAN No: AAATT3309D and GSTIN NO. 27AAATT3309D1ZS)
In case of any quires, kindly contact
Mr. Shijoy Joseph Vadasery

Mr. Shiv Kumar Gupta

Junior Executive

Zonal Head

Professional Development Centre –Professional Development Centre –Western Zone - Mumbai

Western Zone - Mumbai

Mobile : +91 9820127826

Mobile : +91 9555233865

Email : je.pdcwz1@iibf.org.in

Email : head-pdcwz@iibf.org.in

INDIAN INSTITUE OF BANKING & FINANCE(An ISO 21001:2018 Certified Institute)

Nomination Form – For Banks & FIs
Digital Transformation in Banking & Marketing for
Customer Service Excellence

Name of the program:Dates: 08th July 2024 (Mon) to 10th July 2024 (Wed) – 3 Days

Time: 10.00 a.m. to 5.00 p.m.

Program Type: Virtual (Online) mode
Nominee Details

Sr.
No.
12NameDesignation

Branch/OfficeMobile No.
(WhatsApp)

E-mail(Personal)

E-mail(Official):
Name of Bank/ FI:
Address:
GST Details:
PAN No.
Phone/Mobile of Nominating Official ::E-Mail of Nominating Official---------------------------------------------------------------------------------------------------------------*Login details of the program shall be shared on personal mail id of nominee.
Fees - Rs. 6000/- (Six Thousand only) plus GST @18% aggregating to Rs.7080/- perparticipant. (In case of TDS deduction, please send us TDS certificate)
Programme fees may be remitted to the credit of Institute’s account as given below:
Beneficiary Name

: Indian Institute of Banking and FinanceName of the Bank branch: State Bank of India, Vidyavihar (West), Mumbai.

SB Account No: 42895503864

IFSC Code: SBIN0011710(PAN No: AAATT3309D and GSTIN NO. 27AAATT3309D1ZS)
In case of any quires, kindly contact
Mr. Shijoy Joseph Vadasery

Mr. Shiv Kumar Gupta

Junior Executive

Zonal Head

Professional Development Centre – West Zone - Professional Development Centre – West Zone MumbaiMumbai

Mobile : +91 9820127826

Mobile : +91 9555233865

Email : je.pdcwz1@iibf.org.in

Email : head-pdcwz@iibf.org.in