Forrester Research’s Finance Forum: Earning Customer Loyalty With Great Cross-Channel Experiences

Financial services customers are changing — but financial services firms are not. Since 1997, Forrester’s Technographics® survey of almost a million North American consumers reveals gradual but profound shifts in consumers’ values. They are less loyal to all types of firms, harbor a greater sense of insecurity, and share a greater need for involvement in the management of their financial lives. More than eight out of 10 online Americans and Canadians, for example, don’t believe firms’ assurances that they will not share, sell, or use personal data.

How must financial services firms adjust to hold on to changing consumers? Forrester’s research shows that customer advocacy — providing services and products that are best for the consumer, not just the financial firm’s bottom line — is the single most important driver of customer satisfaction and loyalty.

At Forrester’s 2004 Finance Forum, analysts and industry experts will reveal which banks, brokerages, mutual fund companies, credit unions, insurers, and credit card companies create great customer experiences across channels. Join Forrester and leaders from Charles Schwab & Co., The Vanguard Group, E*TRADE Financial, ING Direct, and Bank of America to learn about the organizational, technology, and marketing strategies that firms need to get and keep today’s financial services customers. The Forum will also feature three concurrent tracks focused on online banking, integrated marketing, and cross-channel service.


June 9-11, 2004


Keynote speakers include:

  • David S. Pottruck, President and Chief Executive Officer, Charles Schwab & Co.
  • John J. Brennan, Chairman and Chief Executive Officer, The Vanguard Group
  • Mitchell H. Caplan, Chief Executive Officer, E*TRADE Financial
  • Arkadi Kuhlmann, Chairman, President, and CEO, ING Direct
  • Barbara Desoer, Consumer Products Executive, Bank of America
  • Thomas K. Brown, Chief Executive Officer, Second Curve Capital
  • Christopher M. Condron, Chairman and CEO, The Equitable Life Assurance Society of the United States; President and CEO, AXA Financial

Featured Forrester analysts include:

  • Elana Anderson
  • Bill Doyle
  • Penny Gillespie
  • Catherine Graeber
  • Jim Nail
  • Jamie Punishill
  • John Ragsdale
  • Ron Shevlin
  • Bruce D. Temkin


Sheraton New York Hotel & Towers
811 7th Ave.
New York, NY 10019


For complete information on the Event, contact Forrester Events at +1 888/343-6786 or visit http://www.forrester.com/Events/Overview/0,5158,581,00.html


To request interviews and register for the Event, please provide your full contact information to: Erica Cantwell (see contact information below)