The second in our Webinar series discussing recessionary growth strategies

Join Megan Burns, Senior Analyst at Forrester Research, and Willy Fox, Senior Director of Financial Services at Pegasystems as they share insights on why financial services firms are investing time and talent in delivering and measuring a unified cross-channel experience–and how they are doing it.

78% of major North American companies say that improving cross-channel interactions will be more important for them in 2008[i]. To achieve that improvement, there are two components, measurement of the status quo, and delivery of the improvements—both pose challenges. For two-thirds of companies, measuring customer experiences that span channels is their greatest obstacle to measuring customer experience[ii], period. Without delivering or measuring a unified cross-channel customer experience organizations are neither able to identify nor to address customer pain points. Addressing these by coordinating delivery of cross-channel interactions, as well as measuring and improving their efficacy has a significant impact on customer retention, and hence revenue growth.

In this Webinar you will learn:

• How to apply Forrester’s “Customer Experience Quality Framework” to evaluate the quality of your customer experience, including:
• How to identify “moments of truth” during the customer experience continuum
• The criteria that customers use to judge the quality of the experience
• Metrics for each quality criterion to judge how well you’re delivering on each part of the experience
• How other organizations are using this framework to improve customer experience and define the ROI of these initiatives.
• How Pegasystems’ SmartBPM can help you go beyond measurement to actually delivering a unified cross-channel experience, and the associated ROI
• How managing delivery of cross-channel interactions in a single place can help you improve measurement of the cross-channel customer experience
• How Smart BPM can help you respond quickly to customer experience data to adapt and optimize cross-channel interactions

Who should attend: Those involved in Operations, Marketing/Channels, Customer Experience Officers, Technology Architects and IT Managers at financial services institutions

When: May 8th, 2008; 11:00 am-12:00 pm Eastern Time

Where: Your desktop

Megan Burns, Senior Analyst at Forrester Research: Megan serves Customer Experience professionals. Sheis a leading expert on the relationship between customer experience and the bottom line. Her research focuses on the ways in which Web sites, call centers, and other customer-facing channels produce economic value for the business and how best to estimate and measure the ROI of a better customer experience in these channels. Before joining Forrester, Megan spent more than six years researching user requirements and designing user experiences for both B2C and B2B Web sites at AT&T. She has worked on eCommerce, online customer service, and online marketing sites, and she was the lead engineer for the AT&T CallVantage Service online call manager interface (VoIP). Megan has worked with Internet technologies since 1996 and worked at both Intel and IBM before joining AT&T.

Willy Fox, Senior Director, Financial Services at Pegasystems: Willy has been with Pegasystems Inc. for ten years working in Product Development, Field Delivery and Product management. Currently he drives Pegasystems vision, strategy and solutions across the financial services industry. In this role, he evangelizes business process management (BPM) technology as a differentiator for financial institutions, and delivers assets and supporting best practices for BPM adoption and application to solve some of the industry’s most pressing issues. Willy works with leading FSIs worldwide in areas such as new business capture, customer delivery channels and relationships, payment lending and general service operations, and risk and compliance.

[i] Forrester’s Q4 2007 Customer Experience Peer Research Panel Survey

[ii] Forrester’s Q4 2006 Customer Experience Peer Research Panel Survey