On-Demand Webinar: Managing the Multichannel Customer Experience: Who's Satisfied?
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Original Broadcast: July 29, 2010 |10 AM MTN
Speakers:
Bob Landry, Principal Analyst, Mercator Advisory Group
Tom Johnson, VP of Product Development, Zoot
Eric Lindeen, Director of Marketing, Zoot
Abstract:
In the current challenging banking environment, financial institutions must redouble their efforts to expand the value of new and existing customer relationships. The root of the problem in today’s financial firms is the inability to achieve and act upon a single unified view of each customer. Delivering a consistently satisfying experience to consumers is impossible when different LOBs and channels have different business objectives, as well as variations in processes and technology. Unaligned goals across the institution inevitably trigger different or inappropriate offers at different points of interaction.
Bob Landry will assess the challenges, identify critical success factors, and provide guidance for FIs seeking to improve customer experience and satisfaction.
Bob Landry will be joined by Tom Johnson, Zoot VP Product Development and Eric Lindeen, Zoot Director of Marketing who will present best practices and lessons learned from client implementations including:
- How to enable consistent customer experiences through any interaction;
- How one firm increased sales productivity and effectiveness with sales engineering and scripting;
- How a bank identified marketing opportunities with its most profitable customers; and
- How advanced predictive modeling enabled a bank to make smarter, timelier decisions.
