A Wall Street & Technology and Bank Systems & Technology Webcast
created exclusively for Bank of America:
CRM Meets BPM: Turning Customers Into Loyal Fans
Duration: 60 Minutes
In order to thrive in today's uncertain market, financial services firms must adapt to the evolving demands of today's customer, including the rise of the socially networked consumer, the increasing adoption of mobile banking, and an expectation for rich internet interfaces. To create satisfied, loyal clients that include the "Millennial" generation, firms like Bank of America need to offer not only exceptional products, but an equally exceptional customer experience. Yet despite years of heavy investment in traditional CRM systems, delivering that "exceptional customer experience" remains elusive. The missing link is Business Process Management, the process of designing, building and managing end-to-end business processes that put the focus firmly on customers and knit together the supporting systems and technologies behind them.
This webcast, developed exclusively for Bank of America by Bank Systems & Technology and Wall Street & Technology, features Bill Band, Vice President and Principal Analyst at Forrester Research, Inc., a leading expert on customer relationship management, as well as Steven DeLaCastro, Global Head, Retail Banking for Cognizant Banking & Financial Services Practice. In this interactive session, you will learn how you can dramatically improve both your operational efficiencies and your agility in responding to constantly changing consumer demands, by cohesively marrying Business Process Management and CRM to ultimately attract satisfied, loyal customers who will drive your business growth.