Implementing an Integrated, Mobile-Optimized Customer Communications Experience

Implementing an Integrated, Mobile-Optimized Customer Communications Experience

 

Available On Demand
Duration 60 Minutes
Speakers
Bryan Yurcan
Associate Editor
Bank Systems and Technology
Bryan Yurcan
Bryan Yurcan is associate editor for Bank Systems and Technology. He has worked in various editorial capacities for newspapers and magazines for the past 8 years. After beginning his career as a municipal and courts reporter for daily newspapers in upstate New York, Bryan has written for business journals and various financial and business B2B publications.
Alan Siegel
President and CEO
Siegelvision
Alan Siegel
Alan Siegel is one of the best-known figures in branding and a driving force behind the plain English movement in the U.S. and abroad. In 2011 Alan created Siegelvision, a new company committed to a different approach to branding. Drawing on small teams of experienced, handpicked talent, Siegelvision develops simple, powerful brand strategies for clients seeking to step boldly to the next level.

Over the past five decades, Alan has gained the stature of both pillar of the establishment and provocative iconoclast while building a leading brand consultancy, Siegel+Gale, where he serves as Chairman Emeritus. As consultant, author and teacher, Alan’s influence extends to advising such organizations as Xerox, American Express, the National Basketball Association, Caterpillar, 3M, U.S. Air Force, Dell, The Girl Scouts, Phoenix House, the Legal Aid Society, Carnegie Mellon University and the New School; creating best-selling guides for The Wall Street Journal on understanding financial markets, and serving on the boards of numerous business, cultural and professional organizations.

In all he does, Alan is known for the plain speaking he helps clients achieve and for the excellence in individual and organizational communications that his own firm embodies.
Irene Etzkorn
Chief Clarity Strategist
Siegelvision
Irene Etzkorn
Irene has worked extensively in the financial services, government and healthcare sectors for clients like Allstate Insurance, the Centers for Medicare and Medicaid Services, General Electric, the IRS, Genworth Financial, the Securities and Exchange Commission (SEC), Bank of America, PNC Bank, Kemper Insurance and MetLife Insurance to simplify their customer experience. She has spoken at executive gatherings for organizations like The Conference Board, IBM Canada, Telestrategies, American Bankers Association, American Council of Life Insurers, Federal Trade Commission, and the Securities Industry Association.

As a graduate student at Carnegie Mellon University, Irene worked as a tax examiner and was shocked to find some people filled out their tax returns in crayon. She also worked as a census taker, and her combined experience convinced her of a profound disconnect between people and paperwork that could be expressed in a single, powerfully simple idea: forms were too complicated. After attending a lecture by simplification pioneer Alan Siegel in which he noted that his newly founded firm had worked with both the IRS and the census she took it as a sign and joined up.

Nearly thirty years later, Irene is one of the world’s foremost authorities on simplification. She’s built Siegel+Gale’s Simplification portfolio into the largest and most well respected in the field, with more milestone projects across more industries than any other firm.
Scott Draeger
Customer Communication Strategist
GMC Software Technology
Scott Draeger
Scott Draeger is a Customer Communications Strategist for GMC Software Technology. Scott has done work in over 20 countries to help enterprises improve the way they communicate with their customers. Over 15 years, he has worked to use technology to improve the business performance of customer communications in the financial services and insurance industries. He has spoken about of customer communication from a business perspective on 5 continents, and he is always eager to learn about tomorrow's best practices.

Scott has managed global Product Strategy at HP Exstream, holds an MBA from Lake Forest graduate School of Management, and his masterwork submission earned him a place in the inaugural class of Master Electronic Document Professionals in 2011.

Today's bank customer expects seamless channel integration, and nothing less. Banks that fail to provide a seamless, singularly branded experience across all customer touch points risk alienating a new generation of customers.

When it comes to customer communications, a personalized, multichannel experience is required. And banks must focus on simplifying communications to achieve this. Simplifying shortens the distance between customer and company. That means being where the customer is and providing useful, intuitively designed content in the medium they choose. Mobile-based communication is practical and desirable since customers conduct business everywhere and at all hours. For today's customer, paper delivered in an envelope won't do; banks need to deliver an interactive, digitized and mobile-optimized experience. 

In this one hour webinar hosted by Bank Systems & Technology and sponsored by GMC Software Technology, learn best practices about how banks can deliver a personalized, multichannel and simple customer communications strategy.

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