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Featured Audio And Video: Finance Forum 2006At Forrester, great content comes in many different formats. The video and audio excerpts below are from Forrester's Finance Forum 2006 — What's Next: The New Realities In Retail Financial Services. Watch any of our videos now, or download the MP3 audio and listen to it later. You can even email a video to a colleague.
Customer Advocacy 2006 Bill Doyle — Vice President, Principal Analyst, Forrester Research, Inc. The higher a firm¿s score on customer advocacy, the more likely its customers are to consider that firm for additional product purchases. Indeed, top-rated firms like USAA, credit unions, Vanguard, and Edward Jones have all grown organically. Watch video » Listen to audio »
New Realities Require New Skills Bruce D. Temkin — Vice President, Practice Director of Financial Services, Forrester Research, Inc. Changing consumer needs, increasing competition, and new capabilities mark the new realities of financial services. Firms must develop five new skills to compete in this changing environment. Watch video » Listen to audio »
How To Make The Most Of Your Financial Services Brand On The Web Harley Manning — Vice President, Research Director, Forrester Research, Inc. How good is the brand experience offered by major financial services Web sites today? Forrester grades 16 top retail financial services firms. Watch video » Listen to audio »
Jane J. Thompson, President, Wal-Mart Financial Services, Wal-Mart Stores Jane J. Thompson — President, Wal-Mart Financial Services, Wal-Mart Stores Thompson maintains that Wal-Mart's banking ambitions are modest. The retailer wants to do "back-room" banking only — no branches, no lending. Watch video » Listen to audio »
Interview With Susan Faulkner, SVP And Sales & Service Execution Executive, Bank Of America Bill Doyle — Vice President, Principal Analyst, Forrester Research, Inc. Faulkner describes how Bank of America measures frontline associates' confidence in the products and services they are asked to sell. Watch video » Listen to audio »
Interview With Douglas K. Freeman, Chairman And CEO, NetBank Bill Doyle — Vice President, Principal Analyst, Forrester Research, Inc. Freeman argues that a bank can prosper without branches; that offering better-than-market rates is a fleeting strategy; and that Amazon is the right model for using real-time data to predict what else a customer is likely to buy. Watch video » Listen to audio »
Interview With James D. Weddle, Managing Partner, Edward Jones Bill Doyle — Vice President, Principal Analyst, Forrester Research, Inc. In describing his firm's determination not to alienate any segment of the investing public, Weddle notes that Jones does not calculate profit or revenue for individual clients. Watch video » Listen to audio »
Interview With Justin Merickel, Finance Category Director, Yahoo! Search Marketing Catherine Graeber — Vice President, Forrester Research, Inc. Merickel argues that best-practice firms buy a portfolio of search terms, so they remain in consideration even as consumers take a long and winding path to purchase. Watch video » Listen to audio »
Paco Underhill, Founder And Managing Director, Envirosell Paco Underhill — Founder and Managing Director, Envirosell Banks are doing an abysmal job with the experience in the branch, says Underhill. No one, for example, walks into a bank branch to casually shop for what they have. Branches, he argues, could be the "pharmacists¿" of the financial world — the one place where consumers can get advice without an appointment or paying a fee. Watch video » Listen to audio »
Capturing Retirement Dollars Bill Doyle — Vice President, Principal Analyst, Forrester Research, Inc. Retirement marketing is all about baby boomer households. Forrester sizes the market, and panelists Armstrong, Hagerty, and Wironen debate the value of a consumer segmentation based on investor self-directedness. |
Finance Forum 2006
What's Next: The New Realities In Retail Financial Services 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.
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