1-Day Workshop on Relationship-Centric Banking with Joe Pine and Michael Ruckman

This fast-paced, information packed 1-day workshop will help participants to explore the nature of relationships between banks and their customers. Michael and Joe will work from theory to practical applications to illustrate the steps to understanding and managing the quality of customer relationships and building a loyal following of bank customers.

Thursday, February 27, 2014 at 10:00 AM – 5:00 PM (PST)

9:30 – 10:00 Check-in and Coffee Reception

10:00 – 11:30 Beyond “Products & Services” in Banking by Joe Pine

11:30 – 12:00 Q&A / Discussion

12:00 – 13:00 Lunch

13:00 – 14:30 Relationship – Centric Banking by Michael Ruckman

14:30 – 15:30 Coffee Break & Exercise

15:30 – 17:00 Practical Applications and Operational Changes by Michael Ruckman

17:00 – 17:30 Q&A / Discussion

For more information on these topics please see the following articles by Joe and Michael:

Beyond “Products & Services” in Banking by Joe Pine

The Relationship-Centric Bank by Michael Ruckman

Michael and Joe will expand on these topics with examples, case studies, and an exercise to help participants grasp the concepts and prepare them to apply the new principles of Relationship-Centric Banking in their financial institutions. The event will be limited to 36 participants to keep the format interactive and allow all participants a fair amount of time for discussion with Michael and Joe during and after the event.

About Joe Pine
Joe Pine is an internationally acclaimed author, speaker, and management advisor to Fortune 500 companies and entrepreneurial start-ups alike. Joe specializes in helping people see the world of business differently. He did that first with the award-winning book Mass Customization: The New Frontier in Business Competition, which detailed how organizations didn’t have to provide the same thing to everybody, but could give customers exactly what they want, at a price they’re willing to pay. The Financial Times chose it as one the seven best business books of 1993. Joe did it again with the best-selling book The Experience Economy: Work Is Theatre & Every Business a Stage, co-written with his Strategic Horizons’ partner Jim Gilmore, which showed how organizations must go beyond goods and services to staging engaging experiences. Published in fifteen languages and named one of the 100 best business books of all time by 800-CEO-Read, in July 2011 it came out for the first time in paperback as an Updated Edition with new ideas, new frameworks, and many new exemplars.


About Michael Ruckman

During his career, Michael Ruckman has worked both as a banker and as a bank transformation consultant for retail banks in more than 30 countries. He has delivered a ‘variety of successful projects ranging from business strategy to the launch of fully transformed retail institutions.

Michael is known for his experience in retail bank management distribution network development alternative channel rollouts, sales force effectiveness, strategic alliances and ventures, systems implementation and corporate culture development. Click here to view the Senteo Case Studies that show the results of Michael’s transformational methodologies.



Known in the industry as “experience creators”, the Senteo team has delivered more than 250 successful projects around the world, including projects for 14 of the top 100 brands and 18 of the top 100 banks in the world.

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