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Letter from the Chairmen

"Margins are pinched, loan demand has yet to recover, consumers and regulators are pushing back on all kinds of fees – in some ways, it seems as though nothing has changed over the last 12 months." Read more...


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Friday, March 15, 2013

8:30 AM - 9:15 AM

KEYNOTE ADDRESS: MAPPING OUR BANK DNA...ARE WE READY - AND ABLE - TO EVOLVE AND ENGAGE DIFFERENTLY AND FUNDAMENTALLY DELIGHT CUSTOMERS?

Jonathan W. Witter, President of Retail and Direct Banking, CAPITAL ONE

The quest for new customers, customer engagement and customer satisfaction are all concepts that have been central to retail banking strategies for decades. But today, we are in the midst of a digital revolution that is dramatically shifting the customer dynamic. Consumers have a new voice, new platforms to share their views and new expectations. Jonathan W. Witter, President of Retail and Direct Banking at Capital One Bank examines the changing world of retail banking and the customer experience. Asking the question Is the banking industry ‘genetically flawed’ and unable to evolve and engage differently to fundamentally delight customers?

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