For Financial Services Professionals

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	October 20, 2005 Financial Services Forum Europe: Customer Advocacy Self-Test by Cliff Condon with Martha Bennett, Elena Giovannini, Ashara Giordanelli

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Executive Summary

With more than 200 clients in attendance, Forrester held its eighth annual Financial Services Forum Europe in London on October 13 and 14. On-site research conducted with attendees revealed that generating profits, not serving customers, defines their work activities. And less than half think that their employers take the customer's side when things go wrong. Unfortunately, customers overwhelmingly agree.

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