Process Redesign for Financial Services

April 27, 2017 | 9:00 am - 4:30 pm

Indianapolis Marriott East

How to Create Better Member/Customer Experiences and Build Long-Term Relationships

 Date

April 27, 2017   Indianapolis, IN

Program Introduction

The business environment for banks, credit unions and insurance companies is far different from what it was just a decade ago.  Low interest rates, competition from FinTech, and the emergence of millennials as a major customer segment have changed the competitive landscape.

To survive and grow today, financial service companies must design business processes that engage customers/members and deliver service value that differentiates your organization from the competition.

This seminar will arm you with process redesign tools and a roadmap to determine which process and technology changes will have the most impact on customer/member satisfaction, retention and service quality.  Act now.  Enroll a team of key leaders today.

Learning Benefits

  • Better target and serve your customer segments
  • Use customer needs and customer experience data to drive improvement efforts
  • Reduce turnaround times for loans and other key products
  • Devise innovative process redesign solutions that deliver meaningful business results and return on investment

Course Outline

The New World of Customer/Member Expectations

*What is a great customer experience

*Identifying key customers

*Prioritizing customer/member expectations

*The Kano Model

*Understanding the customer/member experience

Connecting Member/Customer Expectations to Process

*Customer journey mapping

*Mapping how service is provided

*Aligning the business process with the customer journey

*Streamlining key processes

Service Innovation

*Thinking outside the box

*Innovation drivers

*Mapping high-level solutions

*Evaluating alternatives

Costs:

$595 – includes continental breakfast, lunch and course materials

$495 – Early Bird Discount (available 3 weeks prior to the seminar date)

Contact For More Information:

Sally Vescolani

vescolanis@broad.msu.edu

517.353.5661/800.356.5705