Forrester: - Making Leaders Successful Every Day

June 23, 2008

7:30 a.m.-8:30 a.m.

Event Registration And Continental Breakfast

8:30 a.m.-8:50 a.m.

Welcome And Setting the Stage
Bill Doyle, Vice President, Principal Analyst, Forrester
Harley Manning, Vice President, Research Director, Forrester

8:50 a.m.-9:35 a.m.

Building Differentiated Customer Experiences
Benjamin Ensor, Vice President, Research Director, Forrester

9:30 a.m.-5:30 p.m.

One-On-One Meetings With Forrester Analysts

9:35 a.m.-10:20 a.m.

Reviving A Business By Focusing On Customer Loyalty
Walter W. Bettinger II, President and Chief Operating Officer, Charles Schwab & Co.

10:20 a.m.-11:05 a.m.

Morning Break In The Technology Showcase

11:05 a.m.-11:45 a.m.

Winning The Loyalty Of Financial Services Consumers
Frederick F. Reichheld, Founder of Bain's Loyalty Practice and Creator of Net Promoter Score (NPS), Bain & Company

11:45 a.m.-12:30 p.m.

Was Today Good Enough To Earn Us A Shot At Tomorrow? A Panel Discussion
Thomas N. Mangan, Consulting Organization Leader, Acxiom

12:30 p.m.-1:45 p.m.

Lunch In The Technology Showcase

1:45 p.m.-2:30 p.m.

Track Sessions

2:30 p.m.-2:45 p.m.

Intermission

2:45 p.m.-3:15 p.m.

Guest Executive Forum With Sapient -- Demystifying 360: Gaining a Complete Customer View to Change the Way You Market Online
James McGuire, Vice President, Online Strategy & Client Experience, RBC Financial Group
Joey Wilson, Director of Marketing Strategy, Sapient

2:45 p.m.-3:15 p.m.

Guest Executive Forum With Liveperson -- Case Study: Boosting Incremental Revenue With Live Chat
Jim Dicso, Senior Vice President, Enterprise Sales & Services, LivePerson
Stevenson E. Jones, Vice President, Manager, Online Sales, National City
Charlie Lougheed, Senior Vice President, Retail Direct Online, National City

2:45 p.m.-3:15 p.m.

Guest Executive Forum With Interwoven - Interwoven¿s Web Solutions Helped Wachovia Increase Click-Through Rates More Than 100%
Patrick D. Smith, Senior Vice President And Director Of Online Strategy, General Banking Group, Wachovia

3:15 p.m.-4:00 p.m.

Afternoon Break In The Technology Showcase

4:00 p.m.-4:45 p.m.

Track Sessions

4:45 p.m.-5:00 p.m.

Intermission

5:00 p.m.-5:45 p.m.

Differentiating With Great Customer Service
Cece Sutton, Executive Vice President and Head of Retail and Small Business Banking, Wachovia

5:45 p.m.-5:50 p.m.

Day One Wrap-Up
Harley Manning, Vice President, Research Director, Forrester

5:50 p.m.-7:30 p.m.

Networking Reception In The Technology Showcase, Sponsored By TeaLeaf