Key Trends in Retail Banking: Multi-Channel Strategies that Work in Today's Economy

Key Trends in Retail Banking: Multi-Channel Strategies that Work in Today's Economy

In the fiercely competitive and rapidly changing environment of retail banking, a deep understanding of the customer has become more critical than ever. Banks traditionally have relied on differentiation in product and service offerings as the means to attract, and retain, customers. The difficulty with this approach is that it is easily replicated by competitors and often fails to directly address customer needs.

Watch this recorded webcast to learn how to:

Change company culture and behavior by integrating customer insights into daily processes.
Implement customer contact strategies beyond the branch, including online and mobile channels.
Hold employees accountable for results and break down silos - using central, online
management tool.
Latest customer research and trends including mobile banking.

Date Aired:	September 24, 2009
Speakers:	Mike Cholak, Vice President of Customer Intelligence Services, Convergys Corporation Mike Menyhart, Senior Vice President and Director of Customer Experience, Fifth Third Bank

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Speaker Biographies

Mike Menyhart is Senior Vice President and Director of Customer Experience at Fifth Third Bank. Mike leads Fifth Third Bank’s customer experience initiatives across the Bank’s six business lines. He is responsible for customer loyalty and the deployment of brand and experience improvement strategies. He previously served as a senior executive in the financial services and capital markets practice with Accenture. While there, he led initiatives at Wachovia, Bank of America, SunTrust, Wells Fargo, Washington Mutual and Chase.

Michael (Mike) Cholak is vice president of Customer Intelligence Services for Convergys Corporation. Mike leads a team dedicated to delivering a full suite of marketing research and database modeling services that leverage customer intelligence and feedback to optimize long term loyalty and profitability. Prior to joining Convergys, Mike worked as a marketing research analyst at Market Facts, where he supported several Fortune 500 accounts.

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