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Wednesday, March 12, 2014

3:00 p.m. - 4:30 p.m.

COMPLIMENTARY WORKSHOP C: THE CONVERGENCE OF COMPLIANCE AND CUSTOMER EXPERIENCE: MITIGATING RISK AND IMPROVING THE EXPERIENCE OF YOUR CUSTOMERS

Michael Matza, Senior Director, Strategic Consulting, MARITZ RESEARCH
Brian W. Smith, Managing Director, SMITH REGULATORY SERVICES
Dominic Langteau, Account Manager, MARTIZ RESEARCH
Nick Mercurio,, Mystery Shopping Director, MARITZ RESEARCH

Financial institutions must be proactive in monitoring and documenting their consumer compliance processes to ensure compliance with both regulations and the institutionís internal processes.†This workshop introduces a unique, new tool for effectively monitoring regulatory compliance. Itís called, CrowsNestTM and it combines the best elements of Customer Experience Measurement and mystery shopping with the rigorous compliance standards, ultimately offering an institution a picture of how itís actually performing from the customer viewpoint. Institutions using CrowsNest realize value in addressing regulatorsí concerns in conjunction with monitoring front line (branches, call centers), third parties and affiliates, direct mail, and online consumer interactions.

What you will learn by attending this workshop:

  • How to mitigate risk and improve the customer experience. Bank Compliance Management Systems for Consumer Compliance are now being evaluated on how the bank interacts with its customers as well as on the more traditional rule book basis.†
  • Understand how Compliance†Managers can employ and benefit from tools and techniques long used by their (product development, sales, marketing and operations) counterparts but adapted to take a critical view of how customers perceive the institutionís compliance efforts.†
  • Receive an introduction to some of these tools and techniques and provide attendees an opportunity to offer input into the compliance process. Attendees will gain valuable insights from this process for their own areas of responsibility.
  • Compliance, marketing, sales, product development and operations professionals should attend this workshop.

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