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Why aren't financial services consumers more loyal? Find out why -- and what it takes to win their business -- at Forrester's Finance Forum 2004.
Guest speakers include five CEOs of leading financial services institutions, such as Vanguard's John J. Brennan, ING DIRECT's Arkadi Kuhlmann, and Schwab's David S. Pottruck.
Forrester's Ron Shevlin and Jaime Punishill will speak. And -- new this year -- we'll have six tracks, led by analysts like Cathy Graeber, Jim Nail, and Bruce Temkin on topics like online banking, integrated marketing, and cross-channel service.
No stuffy lectures -- just new ideas, strategies, and tactics to help you deepen customer relationships. June 9-11, 2004, in New York. View a video of moderator Bill Doyle previewing the event or register online.
Low APRs top the list. Gain deep insight based on actual transaction data into how consumers use their credit cards and bank accounts. Our new Ultimate Consumer Panel tracks 8,000 credit cards and 3,000 bank accounts on a daily basis. Learn more.
What other financial services documents have enjoyed enduring popularity?
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April was a hot month for financial services research. Penny Gillespie and Michael Rasmussen's Combating Fraud In Financial Services, for example, is among the 10 documents most read by Forrester clients in the past month.
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Jaime Punishill's How Affluent Investors Use The Internet shows that advised millionaires are more active online with their investments than affluent investors without advisors are (see the figure to the right).
Cathy Graeber's Canadian Online Banking And Bill Pay Forecast predicts that more than two-thirds of online Canadians will bank online by 2009.
And that's just in the past month. Which led me to wonder: What financial services reports have been most popular with our clients in the past 12 months?
The Ten Most-Read Financial Services Titles In The Past Year
1. Winning The Changing Financial Consumer by Ekaterina O. Walsh: US consumers are becoming more mistrustful, more insecure, and more hands-on in their financial lives. The antidote? Customer advocacy, which drives retention and satisfaction more than any other attribute we study.
2. The Anatomy Of A Great Banking Web Site by Ron Shevlin: E*TRADE's banking site is not only well-designed, but it's also one of the most effective sites at selling. What does it do right? It anticipates, guides, and persuades.
3. Comparing Channel Usage At The Top US Banks by Bill Doyle: Almost half of the households that have tried managing their accounts through an electronic channel plan to use a human channel in the future. How can banks encourage persistent use of electronic channels? By improving the electronic experience.
4. CRM Best Practices: Egg's Cutting-Edge Play by Remus Brett: With a real-time data warehouse, powerful analytics, and cross-channel services, UK bank Egg demonstrates CRM excellence by bringing together business and IT to create a high-touch customer experience.
5. Which Channels Financial Consumers Use by Ekaterina O. Walsh: By analyzing the channels consumers use to buy and manage financial products, Forrester identifies the consumers willing to move their interactions to electronic channels.
6. Five Predictions For Wealth Management In 2004 by Jaime Punishill: In 2004, technology to support the human advisor will take center stage. Revamped client sites and next-generation broker workstations will extend advisors into digital channels. And new 401(k) managed accounts will be hot, adding human advice to automated asset allocation systems.
7. How ING DIRECT Lured Away $17 Billion In Bank Deposits by Catherine Graeber: With its simple products and opt-in marketing, ING DIRECT is poised for continued growth. But smart competitors can mimic ING DIRECT's use of customer data to improve the effectiveness of sales pitches in the contact center.
8. Designing Financial Sites That Sell by Ron Shevlin: Bank Web sites do a terrible job of influencing users' choice of products and providers. What's the solution? Advocacy-based selling, which will win the young, affluent, and highly educated consumers who use banks' Web sites.
9. Online Service: Finance's Best Practices by Charlotte Clark: Finance firms turn to a mix of service tools to satisfy their online goals. They must discriminate between three service models to cut costs, boost lead conversion rates, and create a new cross-channel experience.
10. Banks' Online Channel Technology Priorities For 2004 by Catherine Graeber: As online banking execs finalize their 2004 technology investment decisions, Forrester believes that the technologies that will grow the economic value of the channel should be given high priority. We've outlined some must-have technologies for 2004.
Got feedback?
As always, we're eager to hear from you. Do you have topics to recommend, data you need, or technologies you want assessed? Drop me a line with your input at billdoyle@forrester.com.
Bill Doyle
Financial Services Research Director
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