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Net.Finance
May 11 - 12, 2010
Mid-America Club, Chicago, IL

Main Conference Day 2

May 12th, 2010

How to engage your customers online and learn how to market financial services
7:45 Registration and Networking Breakfast
Registration Sponsored By ComScore
8:15 Chairperson’s Opening Remarks
Tony Coretto, Co-CEO, PNT Marketing Services
Tony Coretto, Co-CEO, PNT Marketing Services
speaker

Tony Coretto
Co-CEO, PNT Marketing Services
Bank Marketing Conference
8:30 Crafting A Digital Strategy In Your Web And Mobile Space To Attract New Customers, Acquire New Institutions, And Connect With Your Customers Better
Jeffrey Fleischman, Chief Digital Officer, TIAA-CREF
Join TIAA-CREF’s Chief Digital Officer, Jeffrey Fleischman and learn how you can create new ways of connecting to your customers by developing innovative digital initiatives. In this session Jeff will share how to market financial services and also:
  • Provide your clients with new ways to engage with you: Sharing growing success in Twitter, Facebook, iTunes
  • Define a mobile strategy by understanding the different expectations and behavior of your target demographics
  • Drive online servicing and optimize client interactions in the web and mobile space
  • Create an opportunity to build and strengthen relationships through your digital offerings in a convenient and cost-effective way
speaker

Jeffrey Fleischman
Chief Digital Officer, TIAA-CREF
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9:10 Nationwide Insurance Creates A Modern Customer Experience With Useful iPhone Apps
Susan McManus, VP Internet Corporate Marketing, Nationwide
Nationwide Insurance was the first auto insurance company to launch an iPhone app. Their mobile strategy fits into Nationwide's overall marketing strategy to create an innovative customer experience. Nationwide Mobile gives customers proof-of-insurance information on their iPhone, a mobile Accident Toolkit that guides them through the steps to take after an accident, and an easy way to submit a claim by taking a photo of the damaged vehicle with their iPhone. Nationwide then released a second iPhone app geared for people shopping for a car called, "Cartopia," a free app with 8 powerful car shopping tools. Hear Nationwide’s ground-breaking story from Susan McManus who leads their innovative Marketing strategies:  
  • The new channel – creating consumer awareness
  • The real return – building brand and cost savings from your mobile channel
  • The potential for growth – creating services with value
speaker

Susan McManus
VP Internet Corporate Marketing, Nationwide

Susan McManus is Vice President of Direct and Customer Solutions Marketing at Nationwide Insurance. She heads up marketing for Nationwide Insurance direct property & casualty, Nationwide Bank, Nationwide Better Health, the On Your Side Centers, and Affinity Marketing. Sue previously led Interactive Marketing at Nationwide for 5 years, where she was responsible for Internet strategy, content fo [read more]
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9:50 Live Person Case Study
LivePerson (http://www.solutions.liveperson.com/ ) is a provider of online engagement solutions that facilitate real-time assistance and expert advice. Connecting businesses and experts with consumers seeking help on the Web, LivePerson's hosted software platform creates more relevant, compelling and personalized online experiences. Every month, LivePerson's intelligent platform helps millions of people succeed online. More than 8,000 companies, including EarthLink, Hewlett-Packard, Microsoft, Qwest, and Verizon, rely on LivePerson to maximize the impact of the online channel. LivePerson is headquartered in New York City.
10:30 Morning Refreshment Break In The Solutions Zone
No session description available.
11:00 Measuring and Analyzing A Major Site Re-Design
Dennis Bradley, Director Web Analytics, Charles Schwab
Measuring the effects and effectiveness of a major site re-design is one of the most visible, important and challenging tasks in web analytics. Dennis Bradley leads the web analytics efforts for Charles Schwab and over the past 18 months has assisted in analyzing and reporting on the releases of new B to C and B to B websites. This presentation will cover the key issues in re-design measurement from establishing a baseline, tracking key audience segments, collecting client feedback, and creating a set of expectations throughout the organization about what to look for and how to interpret the results.
speaker

Dennis Bradley
Director Web Analytics, Charles Schwab

Dennis has over 15 years of experience in sales, marketing and analytics; he has spent the last 5+ years focused on the electronic channels. At Schwab, Dennis leads web analytics analysis, reporting and maintenance on all of Schwab’s websites, including Schwab.com, the firm’s “flagship store” and its’ most active client and prospect touch point. The Schwab analytics team has focused on delivering [read more]
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11:40 Grass Roots Capitalism: What Will Peer-to-Peer Lending Mean To The World Of Personal Finance?
Renaud Laplanche, Founder and CEO, Lending Club
With the economic downturn, tightened credit, and more recently, the steadily increasing cost of credit, 2009 has driven tremendous growth in peer-to-peer lending. And analysts estimate that over the next two years, peer-to-peer lending will skyrocket, becoming a $1Billion industry. In its first phase, individuals typically invested $10K - $20K, which was then spread out over 10’s or hundreds of highly qualified borrowers. But today, many investors are putting hundreds of thousands and even millions of dollars into this fixed income asset class, which is free from the vagaries of the stock market, commodities or bond performance. Jeffrey Crowe, Board Member, Lending Club, provides his vision of how peer-to-peer lending will evolve
Renaud_Laplance

Renaud Laplanche
Founder and CEO, Lending Club

Mr. Laplanche oversees all aspects of Lending Club’s operations and as such is frequently interviewed by the Wall Street Journal, the American Banker, MarketWatch and Reuters. Prior to founding Lending Club, Mr. Laplanche was the Founder & CEO of TripleHop Technologies, a software company acquired by Oracle Corporation in June 2005. Prior to founding TripleHop, Mr. Laplanche was a lawyer with [read more]
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12:20 Customer Abandonment: How Customer Experience Management Is Critical To The Solution
Geoff Galat, VP World Wide Marketing, Tealeaf
The online channel is more and more critical to the banking/financial services industry. The 5th annual survey of online consumer behavior, commissioned by Tealeaf and conducted by Harris Interactive® in 2009 found that 57% of online adults who have conducted a financial transaction in the past year said they are now conducting more online transactions than in the past. Of the reasons given, the ability to compare products and prices was important to 77% of respondents. But if they experienced a problem conducting an online financial transaction, 32% of people would abandon the transaction entirely, including 27% who would turn to an online or offline competitor. In today’s business climate, can you really afford to lose 32% of your business? Better yet, do you know why that 32% is abandoning? Without question, financial companies need better tools to understand why customers abandon, and how to improve the online experience to retain them. How are you currently analyzing the cause of abandonment and informing your site improvements? Most financial organizations rely heavily on web analytics, BI, and application performance management tools, but the missing piece that this presentation will cover is Customer Experience Management, or CEM. This session will discusses how financial services companies are leveraging Customer Experience Management tools like Tealeaf to get to the heart of customer abandonment issues—with significant results. You’ll learn that most of the issues customers encounter online are ones that are very much within your control and are visible to you by leveraging CEM.
speaker

Geoff Galat
VP World Wide Marketing, Tealeaf
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1:00 Lunch For All Attendees
No session description available.
2:00 A Presentation by ATG
Secil Watson, SVP for Internet and Mobile Banking, Wells Fargo
Check back for more information on this presentation. Thanks!
2:40 Panel Session: Prioritizing Technology Investments To Gain Competitive Advantage
Stu Fisher, SVP eCommerce, Addison Avenue Federal Credit Union
Kevin Lynch, SVP eCommerce/Contact Center, 1st Mariner Bank
Mark Schwanhausser, Research Analyst, Multichannel Financial Services, Javelin Strategy & Research
Because smaller banks and credit unions do not have the same financial resources the national banks have, how do they prioritize technology investments in online banking, mobile banking, personal finance tools, social media, alerts and other products to increase deposits, capture more customers, improve customer loyalty and generate non-interest income? Join this engaging panel and talk about how they prioritize investments and select vendors to provide a compelling package that will shape the banking experience for their customers in the years to come.
speaker

Stu Fisher
SVP eCommerce, Addison Avenue Federal Credit Union

Stu Fisher is an executive with over 20 years experience in marketing, sales, finance, and strategy in the financial services and high tech industries. In his current role, Stu leads the eCommerce business unit at Addison Avenue FCU where he manages all virtual touch points with the member (online, mobile, phone/call center, ATM screens). The eCommerce business unit combines elements of sales [read more]
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speaker

Kevin Lynch
SVP eCommerce/Contact Center, 1st Mariner Bank

Kevin leads the non-branch sales and servicing channels including eCommerce, the Contact Center, and ATM for the $1.2 billion bank headquartered in Baltimore, Maryland. He joined the company in 2006, after a 16-year career with Bank of America that took him from a branch management role to an SVP in eCommerce Technology. At BOA, he ran the Project Management team that developed many of the feature [read more]
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speaker

Mark Schwanhausser
Research Analyst, Multichannel Financial Services, Javelin Strategy & Research

Mark worked nearly 26 years for the San Jose Mercury News, most of it as a personal finance reporter writing about money and emerging trends in financial services and payments technology. His primary responsibility was to write news and features on topics of particular interest in Silicon Valley.

For 17 years he wrote or edited the publi [read more]

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3:25 Afternoon Refreshment Break In The Solutions Zone
No session description available.
3:50 Think Global Act Local: How To Craft Your Digital Marketing Plan Globally, While Country By Country Landscape Could Be Dramatically Different?
Julian Chu, Managing Director and COO Australia, Enova Financial
As we know too well in our age old traditional marketing world, local differences driven by value, culture, and infrastructure, can dramatically alter our marketing strategy. The same challenge is true in the digital marketing world. As US digital marketers are getting better and better in their line of work, surprises might await as they are expanding their effort globally. Search economics could be different, display media might have different efficiency, and web 2.0 can be in very different stages. As marketers, how can we better prepare ourselves as we expand our businesses globally? This presentation aims at taking a closer look at this topic, and sharing some experiences and learnings with digital marketing practitioners.
speaker

Julian Chu
Managing Director and COO Australia, Enova Financial
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4:30 Panel Session: Maximizing The Opportunities In Social Media and Web 2.0 - The Way Ahead In Online And Mobile Engagement
Chris MacDonald, Director & Head, Digital Marketing, Scotiabank
  • Learn how to market financial services online
  • Getting results from social media – success stories & proven tactics from leading digital experts
  • A look at Twitter, Podcasting, Facebook, Online Video, Blogging – what’s hot, what’s not?
  • Web 2.0 and Mobile – the new face of customer engagement
  • Measuring success in social media – what are the best tools to capture results?
speaker

Chris MacDonald
Director & Head, Digital Marketing, Scotiabank

As Director and Head, Digital Marketing at Scotiabank, Chris MacDonald is responsible for the management of the Bank’s online marketing & advertising programs, e-mail marketing and web properties, including Scotiabank.com. Chris brings a multi-disciplinary approach to the role: an advocate of user-centered web design with a strong technology background, he has a holistic view of the consumer w [read more]
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5:15 End of Net.Finance 2010 Conference
End of Net.Finance 2010 Conference
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