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Thursday, November 8, 2012

2:45 PM - 3:30 PM
Track: Boosting Internal Productivity View Track

OPTIMIZING CHANNEL PRODUCTIVITY: MAKING THE ELEPHANT DANCE

John Barlow, President, BARLOW RESEARCH ASSOCIATES
John L. Guy, Jr., Director, Business & Professional Banking, WEBSTER FINANCIAL CORPORATION
Quincy Miller, Executive Vice President Head of Sales for Business and Commercial Enterprise Banking, RBS CITIZENS FINANCIAL GROUP, INC.

Small business customers are the heaviest users and cost drivers of all bank delivery channels - bankers, branches, internet banking, call centers, and more.  Learn what small business customers expect from these channels and how two leading small business bankers maximize return and reduce expenses by matching the optimal mix of delivery channels to each customer segment.  You will also hear about three proven fixes for the most common customer experience challenges.

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