Recorded Webinar
Next Level Segmentation: Creating a Personalized Customer Experience
Are you still treating all of your customers alike? Is every customer creating the same value for your business?
Today’s financial consumers have disparate needs and expect a personalized, positive interaction every time in every channel. With this in mind, financial service companies are finding significant value in re-evaluating their existing customer segmentation strategy. Many institutions have segment-level insights but face data and organizational challenges in operationally deploying those analytics.
Listen and the watch the recording of this webinar to hear Jim Eckenrode, Towergroup's Banking Research Executive, as he offers new insights on where financial institutions are focusing and how they use segmentation analysis to address today’s challenges. Followed by John Georgesen, PhD, Decision Sciences, and David James, Technology Director, at Convergys, as they share best practices for driving cost reductions and improving revenue from recent applications in the financial market.
Listen and the watch the recording of this webinar to learn how to:
- Convert segmentation into actionable strategies across channels by improving use of available customer data and operationalizing insights
- Reduce servicing costs and improve the experience for lower tier customers by leveraging segmentation and automation
- Increase upsell and improve retention for high value customers with analytics, real-time decisioning technology, and tiered live agent support
- Apply the latest financial institution trends and segmentation practices to your business
Speakers:
- Jim Eckenrode, Banking Research Executive, TowerGroup
- John Georgesen, PhD, Decision Sciences, Convergys
- David James, Technology Director, Convergys
Complete this form to:
- Watch the recording of the webinar
- Download a PDF version of the slides
- And, obtain a copy of a brand new white paper
Speaker Biographies
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Jim Eckenrode, Towergroup, has focused his research and advisory activities on the major trends and directions in the global banking industry and, through that research, provides guidance and advice to senior-level banking and technology executives. Jim’s areas of expertise, which he developed over 23 years in consumer banking and consulting, include technology strategic planning, bank delivery channels, customer relationship management, and core deposit and lending systems. Jim is quoted frequently by publications such as The Wall Street Journal, the New York Times, the Economist, and The Banker. Jim received his M.B.A. from Georgetown University and a bachelor’s degree in business administration from the University of Michigan.
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John Georgesen leads a team of Ph.D. and M.A. accredited statisticians and data management professionals in providing statistical services, including marketing science, data mining and predictive modeling, and support for customer management programs. Additionally he has responsibility for developing and furthering analytic methodologies to support emerging needs in customer experience management. John has published research in a variety of professional journals and is an active conference speaker and writer. John received his M.A. in Experimental Psychology from Wake Forest University and his Ph.D. in Social Psychology at the University of Kentucky.
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David James has more than 13 years in the technology marketing and product strategy for contact center tools, Software as a Service solutions and customer relationship management (CRM) applications. David is responsible for the go-to-market planning of Convergys Intelligent Solutions portfolio of products and services. Before joining Convergys, David held product marketing and product strategy positions at Siebel Systems and Oracle Corporation.
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