October 1, 2012
6:30 am - 7:30 am
7:30 am - 7:45 amWelcome/Introduction: Banking Redefined - Shaping a New Industry Model 7:45 am - 8:10 amReputation, 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. How can banks combine sophisticated research, leading-edge technologies such as analytics and social media, and marketing savvy to win the hearts and minds of customers? Hear from a marketing authority how the competitive arena is changing.
- 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.
SpeakerNancy J. Stephens, Ph.D.
, Associate Professor of Marketing and Faculty Director of the Services Leadership Institute, W. P. Carey School of Business, Arizona State UniversityDownload presentation
8:10 am - 8:50 amBig Data, Big Opportunities, Big ChallengesBig data, characterized by the dramatic growth in the volume of data (internally generated and from external sources) available to businesses, represents a significant opportunity for banks to master some of the most critical business challenges they are facing, including the need to improve risk management, developing and appropriately pricing new products and boosting customer retention. But digging through massive amounts of data to find the right information about customers, risks and markets also presents a great challenge to overextended IT organizations. What does it take to build a truly data-focused culture, and how are banks that have accomplished this leveraging big data to gain a true competitive advantage?
- Building an analytical workforce.
Overcoming data - and organizational -- silos.
The potential for open source in big data.
Competing on data - eat or be eaten.
8:50 am - 9:25 amThe Next-Generation of Online Banking: Creating a Great ExperienceIn today's interconnected, on-demand competitive environment, providing a positive multi-channel customer experience isn't discretionary - it's essential to regulatory compliance, market share growth and the strength of the brand. Banks that create a consistent experience across multiple channels - online, branch, mobile, call center -- can vastly improve the customer experience while boosting retention and revenue generation.
Banks that want to build market share, satisfy demanding customers and increase profitability have concentrated much of these efforts on the online channel. Hear about the key technologies that are transforming the ways banks interact with customers online -- what has changed over the past few years and why it has become imperative for banks to leverage new technologies to optimize their experience.
Hear how BBVA Compass is optimizing the online channel for competitive advantage with innovative initiatives in money movement including Simple Personal Payments, a P2P payment service that enables customers to send and receive personal payments, international payments enabling customers to move money between the US, Mexico and abroad as well as the integration of Personal Financial Management tools that help customers make better decisions about their financial life.
- Creating a consistent experience for online banking customers and across channels.
- Making a business case for investments in online.
- Infrastructure requirements to support next-generation online banking and enhanced customer experience.
, Executive Vice President, Channels, BBVA CompassDownload presentationBob Puccinelli
, Director of Global Financial Services, Information Intelligence Group (IIG), EMC CorporationDownload presentation
9:25 am - 10:00 amHow to Dominate in a Post-Channel WorldBanking is moving beyond the multi-channel delivery model to a truly "post-channel" environment where the customer is central. That customer has high expectations for interactions that are smooth and effortless, regardless of the various touch points. Many banks, however, fall short when it comes to offering their customers a seamless, integrated channel experience. And for consumers conditioned to ease of use and convenience, that can be a deal-breaker. What will it take for banks to master the emerging post-channel world and what can they achieve when they get there? Find out where industry leaders are investing and how their multi-channel strategies are evolving.
- Identifying the right value-added services for fees.
- Integrating silos and resolving customer ownership turf battles.
- Realizing the promise of cross-selling (finally?).
- The impact of consumerization: tablets, social and collaboration.
10:00 am - 10:15 am
10:15 am - 11:45 am
One-on-One Sponsor Meetings
12:00 pm - 1:00 pm
1:00 pm - 6:00 pm
Networking & Recreational Activities
7:00 pm - 8:00 pm
Bank Systems & Technology's 2012 Elite 8 Awards Cocktail Reception
8:00 pm - 10:30 pm
Bank Systems & Technology's 2012 Elite 8 Awards Ceremony & Dinner