Boost Your Cross-Sell Success With Great Customer Experiences |
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June 9-10, 2005 New York, N.Y.
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Agenda & Speakers
June 9
June 10
7:30-8:30 a.m.
Technology Showcase/Continental Breakfast
8:30-8:45 a.m.
Day Two Introduction
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Bill Doyle |
8:45-9:25 a.m.
The Cross-Channel Customer Dialogue
Key questions this session will answer:
- How do you create a synchronized cross-channel experience?
- How do you motivate customers to use lower-cost channels without damaging relationships?
- How do you get more customers to do more business with you?
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Cecelia Sutton |
9:25-10:00 a.m.
The Secret To Customer Experience Success
- What is the current state of customer experience?
- How can firms consistently deliver great experiences?
- What are the organizational and process best practices?
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Bruce D. Temkin |
10:00-10:30 a.m.
Morning Networking Break In The Technology Showcase
10:30-11:00 a.m.
Guest Executive Forum: ATG
Cross-Sell To Success With Multichannel eMarketing
All too often today, e-marketing consists of little more than an email blast with a link to a Web page. Other than that simple link, email and the Web are isolated from each other, from other customer touchpoints, and from other marketing activities happening at the same time. How can financial services companies succeed with e-marketing efforts amid these business, technical, and legislative realities? Financial services firms need to conduct much more targeted, personally relevant campaigns that present a consistent image across all e-channels and surround the target audience with their message no matter the touchpoint.
Key questions this session will answer:
- How do you present a sustained and consistent brand and message to your audience over time, and through all touchpoints?
- How can you synchronize and integrate Web and email to enhance the overall customer experience?
- How can you use inbound information to add value to outbound communications and "earn the right" to market to an individual?
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Brian Walter |
10:30-11:00 a.m.
Guest Executive Forum: Modem Media
Are You A Brand Or A Transaction? A Multichannel Approach To Financial Services Marketing And Brand-Building
Why does a can of soda or a pair of jeans engender fierce loyalty while financial brands playing key roles in critical life decisions are treated like commodities — or worse — transactions? What can financial services brands learn from consumer products to help keep the customers they have, to cross-sell additional products, and, most importantly, to cultivate a relationship with a customer in which he or she feels there is a legitimate and tangible value exchange? Drawing from her experience with some of the world's best-known brands, Modem Media's Jo-Ann Abbate will demonstrate how a holistic, multichannel marketing approach to customers is the means by which financial services companies can be more than transactions, but real brands. Come learn how your brand can earn the same kind of loyalty as that ubiquitous bottle of pop.
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Jo-Ann Abbate |
10:30-11:00 a.m.
Guest Executive Forum: iGATE Global Solutions
Customer Experience Maturity Model: Why And How My Customer Experience Is Better Than Yours
What is a great customer experience? How do you define a great customer experience? How do you benchmark the customer experience that your organization provides with that of your competitors in the industry? How do you "measure" customer experience? Are factors like loyalty, repeat business, and cross-selling the right indicators to define a successful customer experience strategy? Do you have the right data and the operational excellence to accurately define and improve your customer experience? iGATE's "customer experience maturity model" provides you with an ideal framework to define, measure, and continuously improve your organization's relationship with your customers.
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Alex George |
11:15 a.m.-12:45 p.m.
Track Session A: Hot Topics In IT
11:15-12:00 p.m.
Rethinking Customer Security And Strong Authentication
Jonathan Penn, Principal Analyst, Forrester Research
The rise in online fraud and identity theft is eroding consumers' trust in the Internet as a channel for business. Old assumptions made to strike a balance between security and convenience need to be revisited. This must start with a look at how Web sites authenticate customers. Some organizations — especially financial institutions mdash; are evaluating strong authentication solutions to protect customers' accounts. This session will discuss the criteria to use when considering consumer strong authentication solutions, how the leading solutions compare, and what the major challenges are.
12:00-12:45 p.m.
Best Practices For Gaining Alignment
Bobby Cameron, Vice President and Principal, Forrester Research
In recent research, more than half of the financial services firms we interviewed told us that getting alignment across the organization was a significant obstacle to improving the experiences that they deliver to customers. This session will discuss practical approaches that IT execs can use to overcome disconnects between IT and other parts of the organization.
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Jonathan Penn |
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Bobby Cameron |
11:15 a.m.-12:45 p.m.
Track Session B: Consumer Marketing In Financial Services
11:15-12:45 p.m.
Who Has Deep Relationships With Their Banks?
Robert Rubin, Vice President, Forrester Research
Jane Crossan, Vice President, Financial Services, Claritas
Paul Rapino, National Director of Financial Services, Microsoft's MSN Advertising Sales, MSN
Carrie Merritt, Director of Financial Research, Mintel International
According to Forrester's Ultimate Consumer Panel™, a comprehensive view of more than 6,000 US households' financial lives, just 38% of consumers have a relationship with their primary bank beyond a checking and/or savings account. This session will uncover the behaviors, demographics, and attitudes of consumers with multi-account relationships, as well as help banks pinpoint ways to identify and reach these profitable consumers within their own customer base or by stealing them away from sleepy competitors.
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Robert Rubin |
12:45-2:00 p.m.
Lunch And Dessert In The Technology Showcase
