When:
August 16, 2001 at 2:30 Eastern Standard Time for about 1 1/2 hours

Speakers:

Timothy Hutchinson - Chief Operating Officer - AIT
Thomas Miller - Senior Vice President - Cyber Dialogue
Elizabeth Rech - Senior Consultant - Peppers and Rogers

Session 1 Description:

In this program, Tim Hutchinson, COO of AIT,  will focus on true multi-channel CRM for the financial services industry. Tim Hutchinson will describe best practices used from around the world and go into detail about the importance of technology to improve customer satisfaction, which leads to improved profitability for the financial services provider.  

About Timothy Hutchinson

Tim brings over 13 years of financial services to AIT. Prior to joining AIT Tim held various field leadership & sales roles with American Express Financial Advisors (AEFA). At AEFA Tim was a Field Vice President working with Veteran Advisors to increase profitability in their individual practices with the use of various technologies and new sales methodologies. After leaving AEFA, Tim joined Unisys as a Business Development Manager in their Financial Services division.

While at AIT Tim has been on CRM advisory panels and conducted presentations at numerous industry events hosted by DCI, American Banker, Thompson Financial, IASA, Microsoft & ACORD. He is also speaking at this years IASA Conference in San Antonio on the impact of e-CRM systems in the Insurance industry. Tim has also been asked to present to the CRM Strategy Councils at BB&T Bank, First Union Bank, Key Bank, American Family, KPMG, First Citizens Bank and McKinsey & Co.

Tim holds a B.S in Finance from the University of Dayton. Tim also holds a Certified Financial Planner (CFP) designation along with a Charted Life Underwriter (CLU) and a Chartered Financial Consultant (ChFC). Tim is a member of the International Association of Financial Planning (IAFP) and held (expired) NASD Series 7,24,63 licenses.

Session 2 Description:

In our second presentation, Tom Miller, Vice President of Cyber Dialogue, will highlight the latest research findings that describe how customers relate to their financial services providers (4000 online consumers Q1 - 2001).  Online, one size definitely no longer fits all.  Customer segments with high concentrations of value must be identified and leveraged as part of an overall CRM strategy.  Three financial services business models are addressed, and strategic recommendations based on the Value Metrics (tm) analysis are presented to illustrate how each model can be utilized.  The three business models examined are:
   *  Retaining and leveraging high value online banking customers
   *  Identifying and targeting the highest value online trading customers
   *  Cross-selling banking customers with credit cards, loans and mortgages

About Thomas Miller

Thomas E. Miller directs syndicated research at Cyber Dialogue, Inc., a New York based Internet research and customer relationship management firm. He developed the American Internet User Survey, fielded since 1994 and widely recognized as the most in-depth and authoritative continuous survey of U.S. Internet consumer and business user behaviors and trends. He has authored many studies on the impact of the Internet on financial ser­vices, shopping and branding, media usage, small businesses, wireless access and others. He has consulted to a wide range of online and offline companies involved in developing online audiences, markets and customer relationship management strategies.

Previously, Mr. Miller founded the Emerging Technologies Research Group at FIND/SVP. That group was acquired by Cyber Dialogue in 1997. Prior to that, he founded the Telework and Home Office Research practice at IDC/LINK. He is a featured speaker at industry conferences in the U.S. and elsewhere, and his comments have appeared in many publications.

Session 3 Description

Over the past decade, financial services companies have experienced upheavals as customers shift their business away from traditional financial institutions to “non-traditionals”.  Research has shown that neither changes in satisfaction nor service quality specifically account for these massive shifts.  If you want to know what is contributing to these shifts, and what you can do about it, sign up for this presentation. You'll learn, from a recent survey, why and to what extent Customer Relationship Management (CRM) has had on this shift.  

Join Elizabeth Rech, Senior Consultant from Peppers and Rogers Group, as she discusses CRM and how you can successfully apply it to your customers.

About Elizabeth Rech

Elizabeth joined Peppers and Rogers Group after more than 20 years of experience in strategic marketing, communications, product management, and sales support across a multitude of domestic and global industries.  Elizabeth has a proven track record for delivering powerful CRM strategies and one-to-one tactics to an impressive list of Fortune 100 clients.  Her experience includes B2B and B2C marketing, planning, development, implementation and results analysis.

During her five year tenure at Peppers and Rogers Group, Elizabeth has conducted engagements for such companies as Hewlett Packard, Meredith Publishing, Pivotal Software, Xerox, KPMG, Fidelity Investments, USBank, Bank Marketing Association, Kodak, Sears, Arbortext, Bass Hotels, Wolters Kluwer, NBC, Bayer and Wheelhouse.com.

Previously, Elizabeth ran her own marketing consultancy, Rech & Associates, with Fidelity Investments, Marketing 1to1 and National Bank of Greece among her list of clients. She also directed and managed the South African Krugerrand Marketing operation in the US and Germany from 1993 to 1996. In addition, she was the US spokesperson for Krugerrand and made television and radio appearances on their behalf.

Prior to that, Elizabeth was the Director of Marketing at the Private Bank, Bank of Boston, Vice President of Corporate Marketing at the Bank of New England and Director of International Advertising at Diners Club International. She also spent six years at the Direct Marketing Group, where her Fortune 500 list of clients included such names as Citibank, Chase, American Express, Carte Blanche, Merrill Lynch and Hoffritz.

Elizabeth has an MS and a BA from the University of Pennsylvania and attended the London School of Economics.

Attendance Fee:

Attendance fee is $275 per institution plus $50 per telephone line used.

AIT is a leading provider of eCRM solutions for the financial services industry. AIT's scalable application software provides a complete, personalized view of each customer in real-time across multiple channels, including the call center, branch, wireless device, iTV and Internet. The result is a selling, servicing and analytical solution that enables an organization to create lifelong, profitable customer relationships. For 15 years, AIT has developed its industry knowledge by successfully delivering solutions for clients like American General, KeyCorp, Lloyds TSB, NatWest and Standard Life.

About Cyber Dialogue
Founded in 1993, Cyber Dialogue
provides technology and services that optimize marketing investments. Applying customer intelligence to drive business strategy at all customer touch points, Cyber Dialogue helps companies improve campaign effectiveness, lower the cost of acquisition and retain their most profitable customers. Cyber Dialogue's solutions combine customer intelligence software, sophisticated analytical services and vertical industry expertise. Cyber Dialogue's clients are industry leaders in the pharmaceutical, finance, media, retail and consumer goods industries.

Based in New York City, with offices in Fairfield, CT, and London, England, the company can be contacted at www.cyberdialogue.com or at 212-651-7000.

About Peppers and Rogers Group

Peppers and Rogers Group was founded in 1993 by Don Peppers and Martha Rogers, Ph.D., co-authors of a series of books and articles on managing customer relationships, including One to One B2B, which was released in May of 2001.  Steve Skinner, a former partner at McKinsey & Company, is president and CEO.  As the preeminent management consulting firm specializing in customer-focused business issues, Peppers and Rogers Group helps clients devise strategies and plans for strengthening their customer relationships; assists clients in the operational implementation of their initiatives; offers training and e-learning programs, research studies, workshops and keynote presentations: and helps clients locate and evaluate CRM professionals through its 1to1 Executive Search subsidiary.  Peppers and Rogers Group's advertising-supported newsletters and magazines reach more than 250,000 CRM professionals around the world.  Visit us at www.peppersandrogers.com