Forrester: - Making Leaders Successful Every Day

Event Overview

Financial services firms are tasked with a variety of goals including lowering costs, increasing sales, and driving utilization, all while improving customer satisfaction. To accomplish these goals, most financial firms face a never-ending list of enhancement ideas for their Web sites. To help firms determine what works best for their sites, Forrester is hosting a one-day intensive Workshop to explore the factors and strategies that make successful Web sites . . . successful.

During the Workshop, you will learn which improvements to your Web site can increase sales conversion, which will help reduce annual servicing costs, and which are not worth your time or budget. The session will combine recent customer survey data with best practices from across the financial services industry. Finally, the Workshop will explore innovative ways financial firms are using metrics and analytics to better understand and meet customer needs.

In addition to working with Forrester analysts, you will also have the opportunity to interact with your peers to understand how they are tackling common site challenges.

Participants will walk away with practical advice on changes they can make today, along with a road map for where their Web sites should be headed in the next 18 to 24 months. Specifically, Workshop participants will leave the session armed with knowledge of:

Online Acquisition.

• Customer-centric versus product-centric: striking the right balance
• Web analytics and metrics best practices: how to use metrics to justify Web site decisions
• Online-influenced sales: the "hows" and "whys" of this elusive metric and why it matters more than ever
• Cross-channel: aligning channels to maximize overall sales
• Driving acquisition on the Web: best practices in selling online

Account Servicing, Money Movement, and Customer Self-Service.

• Integrating account data and personal finance tools to drive retention and cross-sell
• Online bill pay: simple fixes to increase adoption and reduce costs
• Online document distribution: moving beyond just eStatements to save trees and your bottom line
• Triple your transfers: driving money movement usage through better positioning and promotion
• Superior online self-service: helping customers help themselves
• Mobile banking: understanding how it helps, rather than replaces, online banking

Who Should Attend?

eBusiness/eCommerce, product, marketing, Web design, and customer experience executives and managers of banks, credit unions, credit card issuers, and lenders. This Workshop will also be beneficial for Web design and development firms, consulting and strategy firms, and online platform providers.

Why Attend?

• Work closely with Forrester analysts. Attendance is limited to maximize client-analyst interaction.
• Understand the trends and technologies that matter most to your role.
• Complete hands-on exercises by applying the same methodologies that Forrester analysts use for their own research.
• Network with peers facing similar goals and challenges.
• Leave with an action plan and strategy that will generate new growth for your company.