Forrester: - Making Leaders Successful Every Day

Event Overview

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During the past decade, consumers' financial behavior has changed rapidly as a result of new channels like the Internet. As consumers¿ choices have widened, their behavior has become more diverse, increasing complexity for financial services firms. Financial firms face a combination of product and service commoditization and more demanding, connected customers. Financial firms have been slow to evolve. But they need to do better ¿ and soon ¿ because leading competitors are already starting to win and keep customers by delivering better customer experiences. Forrester believes that firms can build a competitive edge by engaging consumers throughout the customer journey and delivering superior customer experiences that cannot easily be duplicated.

Forrester¿s Financial Services Forum EMEA 2008 shows marketing and strategy professionals how to develop true multichannel strategies by:

• Listening to the voice of the customer to drive continuous improvement.
• Raise the visibility of customer experience across the company.
• Using technology to deliver consistent experiences throughout the customer journey.
• Engage employees in delivering great customer experiences.

Industry session speakers include:

• Dr. Laurenz Kohlleppel, President, Sparda Bank
• David McQuillen, Head of Customer Experience, Credit Suisse
• Nick Read, Director Distribution, Sales & Service, HBOS
• Mike Thompson, Head of Real Retail Center of Excellence, Barclays
• Roy Vella, Director, of Mobile Finance, Royal Bank of Scotland
• Willem de Jager, VP Mobile, Rabobank
• Max Mouwen, SVP Direct Channels, ABN AMRO
• Demir Ates, Citibank
• PLUS special keynote from John Micklethwait, Editor In Chief, The Economist

2 Forums, 1 Location ¿ Forrester¿s Financial Services & Consumer Marketing Forums

Following the success of the 2007 co-located Financial Services and Consumer Marketing Forums, this year they will again be co-located in the Park Plaza Riverbank, London.

When you sign up for the Financial Services Forum, you are automatically given unlimited access to the Consumer Marketing Forum.

For more information visit: www.forrester.com/consumerEMEA2008

Who Should Attend?

This Forum is designed for the following roles:

• Customer Experience professionals
• eBusiness Channel Strategy professionals
• Interactive Marketing professionals
• Marketing Leadership professionals
• Market Research professionals

Why Attend?

• The quality of the Forrester keynotes ¿ Presentations are backed by thousands of interviews with technology leaders, business executives, and vendors
• Exclusive audiences ¿ Forrester Forum attendees include executives from the highest organizational levels
• Integration of organizational, technological, and business issues ¿ Forrester Forums provide a comprehensive understanding of the challenges ahead and how your company can overcome them