The Value of a Single Customer View in Competitive Markets: Increased Relevance, Retention, and Revenue

Start Date: 4/27/2011 1:00 PM CST

End Date: 4/27/2011 2:00 PM CST

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Webinar Description

With regulatory change and shifting customer preferences, financial institutions are all under pressure to step-up their game. But how can your organization stand out from the crowd? Industry research shows that customer experience can significantly impact loyalty and retention. The key to delivering great customer experience wherever and whenever the interaction occurs is intelligent, real-time data capture that allows you to establish a single view of your customer across all touch points.

Hear from industry experts on ways leading organizations use data intelligently to optimize customer insight and drive increased relevance, retention, and revenue. Assess how to:

  • Fully understand each individual customer’s needs and preferences, and predict future customer needs
  • Target the right offer or service, to the right customer, at the right time, through the right channel
  • Avoid irrelevant, untargeted up sell and cross sell offers that will drive customers away
  • Deliver value with each interaction to improve trust and build lasting customer relationships

    Your Presenters

    Neil Skilling, PhD
    Global Solutions Owner, Pitney Bowes Business Insight

    Neil has worked in the analytical data mining/customer relationship management industry since 1995. He has worked across the financial services, telecommunications and retail industries addressing a whole raft of analytical problems from churn, up-sell, cross-sell and customer satisfaction analysis for a large number of B2C organizations including BT, Vodafone, Telenor, Lloyds-TSB, Sainsbury’s and Barclays Bank amongst others.

    Neil has a proven record for using customer behavior information to make the most informed and profitable decisions for every customer in every interaction. This has led to many millions of dollars of incremental revenue from sales and retention activities over the years for his clients.


    Ben Salmon
    Global Solutions Owner, Pitney Bowes Business Insight

    Ben helps clients to maximize their marketing results and campaign efficiency, on and offline. He achieves this by providing a comprehensive insight into prospects and customers, utilizing industry leading processes and a range of CRM tools to manage and enhance communications.

    Ben is an industry expert in database marketing solutions, campaign management and marketing analytics and how these can be used to drive a closer relationship with customers and boost profits. Ben has spoken at international marketing events as a featured speaker and additionally authored white papers and magazine articles.


    Ben Narey
    Managing Director, Banking & Capital Markets, Microsoft

    Ben Narey is responsible for the national strategy and execution of the company’s $750 million business in the Banking & Capital Markets industry. Ben is dedicated to positioning Microsoft’s customers and partners in the financial services industry for success through the use of technology and innovation, which encompasses solutions implemented by financial institutions in delivering information and experiences to their customers, employees, and operations teams. He earned his bachelor’s degree from Bristol University in the UK, and currently resides in Oak Park, Illinois.