Learning Objectives
The webcast will discuss best practices for turning customer insight into competitive advantage in retail banking. Topics covered will include:
- The basic mechanics of valuation
- Uncovering customer growth potential
- Combining customer value with customer needs
- Going from idea to execution
- Measuring to Excel
Program content
While retail banks have long known that growing customer loyalty, customer profitability and share of customer are the keys to competitive advantage, many remain challenged to incorporate customer strategies into a product-focused environment. Product silos, inconsistent customer communications and the inability to act on customer insight across the enterprise block retail banks from grabbing the larger payoffs that customer intimacy offers. In fact, banking customers are the least loyal in the financial services industry.
Participant level of understanding
This program is intended for participants with a basic or intermediate level of understanding on the topic.
Who Should Attend?
Executives, Directors, Managers and Analysts who want a better understanding of how the use of business intelligence, data warehousing and analytic applications can contribute to a company's success.
About Jim Davis, SAS; Michael Lengel, Peppers & Rogers Group and Asif Mumtaz, Bank of America
Jim Davis, Senior Vice President and Chief Marketing Officer for SAS, leads a staff of 900, devising marketing and product strategy. Responsible for global messaging and creating awareness of SAS products and services in corporate boardrooms, he also guides the direction and strategy for SAS products and solutions.
Davis has been instrumental in transforming the privately held SAS from a tools provider to the customer-driven software solutions provider it is today. He has overseen a dramatic increase in SAS' profile in the media through extensive relationship building among financial and industry analysts.
During his tenure, he has built a team of strategists with industry-specific expertise who research the marketplace and partner with engineers in R&D to hone customized solutions for each industry.
Through his leadership of the Corporate Communications division, Davis has shaped one of the company's core messages: By devoting more than 26 percent of revenues to R&D and creating a worker-friendly corporate culture, customers realize unrivaled value and benefit from SAS' stability.
Also known for his industry leadership, he has helped develop the Information Evolution Model, a means for companies to assess how effectively they use information to drive business. By outlining how information is managed and utilized as a corporate asset, the model enables organizations to evaluate their use of information objectively, providing a framework for making improvements that enhance profitability. Davis also serves on IDC's Software Leadership Council.
In addition to marketing strategy and communications, Davis also oversees Marketmax, a SAS unit that is the leading provider of advanced retail planning and merchandise intelligence software; SAS IntelliVisor, an ASP service that analyzes e-business investments and provides outsourced intelligence capabilities based on SAS data management and analytic power; BetterManagement.com, a knowledge portal for business leaders; SAS Education, which provides in-depth training programs for SAS users; the SAS Publications division, which houses SAS Publishing and markets the SAS Learning Edition retail package; and SAS Americas Marketing and Support.
Michael Lengel is Principal, Peppers & Rogers Group. He has over 15 years of experience consulting to some of the world's finest management teams on pivotal issues of growth strategy development, marketing, business development and organization design. Michael has advised clients in a diverse set of vertical markets, including financial services, consumer, retail, hospitality, transportation, and industrial sectors.
Before joining Peppers & Rogers Group, Michael was an officer level consultant with Monitor Group, a premier strategy firm best known for thought leadership in market strategy development. He was responsible for generating new business in retail, services and utilities sectors, directing major client engagements, and creating innovative intellectual capital for the firm.
Prior to Monitor, Michael was the head of strategy for CMGI Solutions – the professional services division of the world's largest Internet venture, incubating and operating company. He was responsible for helping craft CMGI's overall B2B strategy and forging strategic alliances in e-marketplace, wireless, legacy integration, and Asian market expansion.
Prior to CMGI, Michael was a long-standing principal with The Michael Allen Company, a blue-chip strategy boutique founded by the former head of strategic planning for the General Electric Company. Michael was a lead advisor to such important clients as GE, Citibank, Pepsi/Tricon Restaurants, Ryder, Weston Foods and Avon. His work with GE Power Systems was recognized as best practice at the chairman level and included such important areas as: development of corporate and division-level strategic plans, parts and services pricing strategy, services division reorganization, creation of a new business development protocol, and acquisitions and joint ventures in several key areas of systems and services growth.
Before The Michael Allen Company, Michael held positions at Andersen Consulting Strategic Services and Smith Barney, Harris Upham & Company.
Michael holds a BS in Industrial Engineering from Stanford University and an MBA from the Amos Tuck School at Dartmouth College.
Asif Mumtaz is Senior VP and Customer Information Integration Executive, Consumer and Small Business Banking, at Bank of America. In this position, he heads business strategy for the Banking Center Channel team. Throughout his career he has demonstrated leadership in strategy, business optimization, transformational thinking and innovation in sales and marketing.
Asif joined Bank of America as head of Customer Information and Intelligence for the retail bank, where he was responsible for developing the strategy to integrate core customer processes with information technology in order to create a seamless sales and marketing delivery model.
Asif has extensive experience in the financial services industry, having previously worked for JP Morgan Chase and the Citigroup before joining Bank of America. In each of these organizations, he has held leadership positions in CRM and information management, sales and marketing, business process design and optimization and product portfolio management, including new product development and launch. His background includes extensive experience in leading large multi-national corporations in transformational thinking and innovation to solve complex business issues.
At JP Morgan Chase, Asif started in Retail Banking Systems, leading the Information Technology Prioritization group in process re-engineering and development of technology solutions for complex business problems. Then, he moved to the Retail Marketing group where he led product management for all electronic products, including online banking, debit and smart cards. Following this, he joined the database marketing group where he was responsible for supporting sales and marketing campaigns for the retail bank.
While at Citi, Asif led the design, development and implementation of a global, standardized, technology enabled database marketing platform. He then joined an internal think tank tasked with providing new technology innovation for the corporation and became a core member of the team that successfully launched MyCiti.com, the financial services industry's first aggregation portal. Most recently, prior to joining Bank of America, he was senior team member and head of business analysis and process design, responsible for developing and implementing a CRM based front end tool for all branch and call-center based sales and service associates.
