[an error occurred while processing this directive]
Overview

Access detailed session information »


Finance Forum Attendees: Log in to access speaker presentations, speech summaries, and the post-Event attendee list »

The retail financial services industry is at a crossroads as several convergent forces are disrupting the current landscape. Fueling the change is a major shift in the needs of consumers. Baby boomers are preparing in earnest for retirement, while Generations X and Y are pushing for more online services. At the same time, the level of competition in the industry will intensify as traditional firms focus on top-line growth and new entrants push the envelope with innovative products and services. All of this is happening while existing technologies are enabling a host of new sales and service capabilities that cut across interaction channels and traditional product lines.

What skills will financial services firms need to succeed in the new landscape? Forrester has identified four key competencies:

  • Deep consumer insight. As customer needs shift, it will become even more important for firms to understand their needs. Improvements in behavioral research and analytics will help firms create more detailed customer segments — and provide a deeper understanding of customer relationships across products and channels.
  • Tailored customer experiences. From service interactions to cross-sell marketing messages, financial services firms will customize interactions and offerings to meet the needs and opportunities of different customer segments.
  • Rapid product and service innovations. The growing use of new channels combined with more flexible service-oriented IT architectures will enable firms to craft new offerings. Companies will blend products and services to package solutions that can better meet consumers' changing financial needs.
  • Cross-channel process agility. Using service-oriented architectures (SOAs) and tools like BPM, firms will continually create, adjust, and automate processes like new account-opening and lead management that integrate self-service and full-service channels.

In-Depth Breakout Sessions

  • Best Practices In Online Banking.
  • Best Practices In Online Security And Fraud Prevention.
  • Creating Agility With Business Process Management.
  • Best Practices In Financial Services Marketing.
  • Best Practices For Managing Enterprise Risk And Compliance.
  • Consumer Insights: Credit And Debit Cards.

Key Questions That This Forum Will Answer

  • Where is the retail financial services industry heading?
  • What new skills and technologies will be required of your firm to contend in this new marketplace?
  • How can firms blend online and full-service channels to compete?

Featured Speakers

T. Christian Armstrong

T. Christian Armstrong

EVP, Sales and Marketing
TD AMERITRADE

Bill Doyle

Bill Doyle

Vice President and Principal Analyst
Forrester Research, Inc.

Susan Faulkner

Susan Faulkner

SVP and Sales & Service Execution Executive
Bank of America

Douglas K. Freeman

Douglas K. Freeman

Chairman and CEO
NetBank

Sean Hagerty

Sean Hagerty

Chief Marketing Officer
Vanguard

Richard Kosinski

Richard Kosinski

Category Development Officer, Business & Finance
Yahoo!

Harley Manning

Harley Manning

Vice President, Research Director
Forrester Research, Inc.

Justin Merickel

Justin Merickel

Finance Category Director
Yahoo!

Bruce D. Temkin

Bruce D. Temkin

Vice President, Principal Analyst
Forrester Research, Inc.

Jane J. Thompson

Jane J. Thompson

President, Wal-Mart Financial Services
Wal-Mart Stores

Paco Underhill

Paco Underhill

Author, "Why We Buy" and "Call Of The Mall"; Founder and Managing Director
Envirosell

James D. Weddle

James D. Weddle

Managing Partner
Edward Jones

James Wironen

James Wironen

Vice President of Financial Products, AARP Financial
AARP

View All Speakers & Agenda

Event Information

VIDEOVIEW PRESENTATIONS
VideoViews are short video and audio summaries of recent research, Event presentations, or other offerings.

Video Excerpt: Customer Advocacy 2006

How Consumers Rate Their Banks, Brokerages, And Insurers

8 min, 3 sec Video Audio

Bill Doyle - Vice President and Principal Analyst

Video Excerpt: New Realities Require New Skills

33 min, 34 sec Video Audio

Bruce Temkin - Vice President, Principal Analyst

Video Excerpt: How To Make The Most Of Your Financial Services Brand On The Web

32 min, 57 sec Video Audio

Harley Manning - Vice President, Research Director

Video Excerpt: Interview With Susan Faulkner, SVP And Sales & Service Execution Executive, Bank Of America

Serving Customers Across Channels

5 min, 24 sec Video Audio

Susan Faulkner - SVP and Sales & Service Execution Executive, Bank of America

Bill Doyle - Vice President and Principal Analyst

Video Excerpt: Jane J. Thompson, President, Wal-Mart Financial Services, Wal-Mart Stores

Serving Middle America

1 min, 34 sec Video Audio

Jane J. Thompson - President, Wal-Mart Financial Services, Wal-Mart Stores

Video Excerpt: Interview With Douglas K. Freeman, Chairman And CEO, NetBank

From Upstart To Legitimate Challenger

4 min, 38 sec Video Audio

Douglas K. Freeman - Chairman and CEO, NetBank

Bill Doyle - Vice President and Principal Analyst

Video Excerpt: Interview With James D. Weddle, Managing Partner, Edward Jones

The Value Of A Personal Touch

2 min, 20 sec Video Audio

James D. Weddle - Managing Partner, Edward Jones

Bill Doyle - Vice President and Principal Analyst

Video Excerpt: Interview With Justin Merickel, Finance Category Director, Yahoo! Search Marketing

Capitalizing On The Consumers' Changing Path To Decision

3 min, 27 sec Video Audio

Justin Merickel - Finance Category Director, Yahoo!

Catherine Graeber - Vice President and Principal Analyst

VideoView Excerpt: Paco Underhill, Founder And Managing Director, Envirosell

What Motivates Financial Consumers?

5 min, 32 sec Video Audio

Paco Underhill - Founder and Managing Director, Envirosell

Video Excerpt: Capturing Retirement Dollars

Panel Discussion With T. Christian Armstrong, EVP Sales And Marketing, TD Ameritrade, Sean Hagerty, CMO, Vanguard, And James Wironen, Vice President Of Financial Products, AARP

6 min, 7 sec Video Audio

Bill Doyle - Vice President and Principal Analyst