09:00 Welcome Coffee
09:20 Sessão de Abertura
Jorge Nunes, Partner, Ernst & Young
09:30 A Voz do Cliente
Mark Dynes, Partner, Retail Banking da Ernst & Young
09:50 Digital Transformation
Mark Dynes, Partner, Retail Banking da Ernst & Young
10:10 Social Media
Alfonso Navio Frances, Senior Manager, Ernst & Young
10:30 Coffe Break
10:50 Protecção ao Consumidor
Antonio Lucas Muñoz , Executive Director, Ernst and Young
11:10 Pricing Estratégico
Mário Trinca, Partner, Ernst & Young
11:30 Gestão de Reclamações
Antonio Lucas Muñoz , Executive Director, Ernst & Young
11:50 Ernst & Young Customer Solutions
Mark Dynes, Partner, Retail Banking da Ernst & Young
12:10 Sessão de Q&A
12:30 Wrap-Up
Mário Trinca, Partner, Ernst & Young
