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TowerGroup Live (Recording)
Legacy Payments Infrastructure: Standards, Hubs, and the Search for Value (PDF 888 Kb)
Presented by: Andy Schmidt 2009 was all about doing more with less — less staff, less funding, less time — in a period of economic uncertainty. This drive for operational efficiency, accelerated payments convergence, and ongoing revenue pressure remain three of the top business drivers in the payments industry for 2010. Many payments firms now realize they cannot respond by focusing solely on cutting costs but instead need to create value for their clients in order to remain competitive and increase much-needed fee income. Meanwhile, these same firms have historically grown through acquisition while underinvesting in their payments infrastructures, making it difficult to respond quickly to changing market needs. This Webcast addresses the following key issues:
- What are the key challenges regarding legacy infrastructures today?
- What are the key standards that payments firms need to focus on in 2010?
- Where and how are banks using payments hubs?
- What are the key areas in which payments firms can create value for their clients?
TowerGroup Live (Recording)
Multichannel Integration: Are We Mired in the Muck or Making Real Progress? (PDF 246 Kb)
Presented by: Nicole Sturgill The definition of multichannel integration in banking has evolved over the last few years from purely technological to one that also encompasses customer experience and messaging. A strategic shift has occurred from integrating channels in order to facilitate bank-focused standardization to improving multichannel integration as a means of enhancing the customer experience. As the rules keep changing, multichannel integration has become harder to achieve. This session will discuss how banks have fared in both technology and message and whether their efforts have been resonating with their customers. The session will address these key issues:
- Are bank customers multichannel creatures or single-channel groupies?
- How have institutions been able to adapt to the new requirements of multichannel integration?
- Can multichannel integration actually bring cost savings and increased revenue, or are banks throwing good money after bad?
TowerGroup Live (Recording)
New Payment Types, Models, and Technologies: Threat or Opportunity? (PDF 564 Kb)
Presented by: Brian Riley Payment card issuers that ran the gauntlet of the recession and regulatory reform in 2009 now need to consider the threat and opportunity of new payment forms and emerging technologies. Instead of “stop the bleeding” and “placate the regulators,” their mantra should now focus on revolutionary change and the potential of new point-of-sale technologies. The branded payment card scheme faces external threats from well-funded challengers with the potential to shift debit and credit card transactions away from traditional card issuers. Competition will also increase in the industry as financial institutions deploy advanced technologies such as mobile banking and payments to reduce operating cost and create market differentiation. Payment card issuers, processors, and network that enhance their infrastructure to win new customers and increase transactions will find growth opportunities as the payments industry undergoes fundamental change. Laggards will lose share and market relevance. This Webcast addresses the following key issues:
- Where will the challenges come from, and how can issuers defend market share?
- What payment card products will survive the next decade?
- Who will win and who will lose in the new environment?
- How can the payments industry use the products and services of technology vendors to protect and grow their business?
TowerGroup Live (Recording)
Reinventing the Mortgage Business: Zero-Defect Initiatives, Portfolio Risk, and Cost Takeout (PDF 390 Kb)
Presented by: Craig Focardi The credit crisis continues to expose weaknesses in credit assessment, regulatory compliance, quality control, securitization, and portfolio risk management. The mortgage industry is trying to repair “garbage in, garbage out” processes across the supply chain that result in high product-defect rates. These defect rates (measured by delinquencies, loan buybacks, and rescinded guaranty claims) continue to threaten the industry’s viability. This presentation will identify how lenders can fix flaws in customer/product matching at the point of sale, embed automated compliance and quality control into all lending processes, expand information transparency (especially in securitization and loan monitoring), and for the first time create fully automated loan collections processes. It will also show how lenders can accomplish these tasks within a tight cost environment that mandates new strategic cost reduction initiatives. This Webcast addresses the following key issues:
- What major product and process defect rates must lenders address?
- How must technology automate new regulatory requirements that are redefining customer/product matching at the point of sale?
- When will secondary markets revive, and what changes will resurrect them?
- What strategic cost reduction alternatives can also ensure product and process quality in lending?
TowerGroup Live (Recording)
Customer Experience Management: Driving Business Growth Through Enhanced Usability (PDF 1182 Kb)
Presented by: Peter Aykens and Jaime Roca “Delight” doesn’t pay, and meeting expectations is just fine. Admittedly, that statement is hard to believe. Conventional wisdom in the financial services industry has argued exactly the opposite. Firms have been instructed to “wow” customers by exceeding expectations at every interaction. Yet, research by the Corporate Executive Board shows that trying to deliver “transactional delight” not only is expensive but also delivers diminishing returns in terms of loyalty. In contrast, improving the “usability” of a financial institution’s offerings dramatically lowers the risk of customer attrition, greatly improves the likelihood of additional purchases, and promotes referrals. This Webcast addresses the following key issues:
- Why does “transactional delight” fail to deliver?
- What is “usability,” and what can a firm expect in return for improving it?
- How can firms identify friction points in their sales and service experience?
- What does a process for building — and getting rewarded for — highly usable offerings look like?
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