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Kathy Burger
Kathy Burger
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How Can Banks Capitalize on Data, Channels and Customer-Centricity?

Bank Systems & Technology's 2012 Executive Summit, which kicks off this weekend, will focus on how banks of all sizes are pursuing new business models that are multi-channel but highly customer-centric, digital but personal, innovative but risk management-committed.

The Bank Systems & Technology team is heading out to Phoenix this weekend for our 7th Annual Executive Summit. This annual CIO-level networking event will feature a conference program focused on the theme "Banking Redefined: Capitalizing on Data, Channels & Customer-Centricity." These topics have become more than buzzwords in the financial services industry, as banks race to differentiate themselves through the use of analytics and big data -- all with a goal of achieving the kinds of customer and channel insights and can spur loyalty, growth and profitability.

A highlight of this year's event will be a panel discussion featuring three of BS&T's 2012 Elite 8 honorees, Dominic Venturo, Chief Innovation Officer, US Bank; Mike Redeker, CIO, ATB Financial; and Angelo Valletta, SVP/CIO and Head of Bank Operations, Sun National Bank. Among the topics to be discussed will be 2013 IT budgets, the future of the banking IT organization and role of the CIO, and the key tech developments that are reshaping banking. "The CIO Redefined: Elite 8 Panel Discussion," will be simulcast live from the Executive Summit on Tuesday, Oct. 2, at 1:15 pm ET, 10:15 am PT. For more information and to register to attend the simulcast, which is sponsored by Thunderhead.com, visit the simulcast registration page.

Also addressing the theme of driving growth through a more intimate relationship with customer will be the Executive Summit's opening session on Monday, Oct. 1, "Reputation, Brand, Trust: How Can Banks Overcome the Barriers to Customer Engagement?" Today's consumers are more tech-savvy, engaged and selective than ever before. That trend, along with the continued fallout from the financial crisis and economic slowdown, highlights some of the challenges banks face today in rebuilding trust and gaining customer loyalty. It's not that they lack the tools that can help them gain insight into customer needs, behaviors and attitudes -- it's how they respond to that insight. Nancy Stephens, Associate Professor of Marketing and Faculty Director of the Services Leadership Institute, W. P. Carey School of Business, Arizona State University, will discuss how banks can combine sophisticated research, leading-edge technologies such as analytics and social media, and marketing savvy to win the hearts and minds of customers. Discussion topics will include:

  • Monitoring and measuring the customer experience -- developing the right metrics.
  • Getting (and keeping) CEO/board buy-in.
  • Delivering results that matter.
  • Learning from voice-of-the-customer research.
  • The rise of new C-level roles -- Chief Customer Officers, Chief Experience Officer, Chief Channel Officer, etc.

Katherine Burger is Editorial Director of Bank Systems & Technology and Insurance & Technology, members of UBM TechWeb's InformationWeek Financial Services. She assumed leadership of Bank Systems & Technology in 2003 and of Insurance & Technology in 1991. In addition to ... View Full Bio

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