Webcast Playback - Optimizing the Online Channel

Optimizing the Online Channel for Consumer and Small Business Customers

Speakers: Karen Massey - Senior Research Analyst, IDC Financial Insights

Moderator: Erin Handel - CEO, Bankerstuff

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Program Description

In an increasingly connected world, the online channel has become the preferred channel through which consumers and small business interact with their financial institutions. Is your bank rolling out the red carpet online, or are your customers forced to settle for a so-so user experience that leaves them wishing for more?

Join us to learn how progressive financial institutions are making use of Web 2.0 technologies, Rich Internet Applications and social networking to better serve consumer and small business customers. Discussion will cover considerations for developing new online and mobile banking services, including key customer personas and their financial management needs. Gain insights into the four areas of strategic focus to deliver a superior online experience for consumers, along with the three areas of focus to better serve small business.

About the Presenter

Karen Massey, Senior Research Analyst, IDC Financial Insights. Karen is a senior research analysts with IDC Financial Insights' Consumer Banking practice, specializing in core banking and retail delivery channels. Karen has more than 20 years of experience in the financial services industry, with 15 years of experience advising financial institutions on a wide variety of business and technology issues, giving her a broad understanding of the retail banking arena. Her experience ranges from local, national and international tactical implementations to strategic development and execution. Karen's contributes to the consumer FinTech blog in the IDC Financial Insights Community and tweets (@karenmassey) about business and IT issues related to consumer banking.