December 10 - 11
Download the Agenda Here
Registration Deadline: 12/1/2008
Dress Code: Business Casual
The Grand Hyatt Atlanta
3300 Peachtree Road
Atlanta, Georgia 30305
404-237-1234
$199 per night (room block listed under The Cash Management Forum)
Hotel Reservation Deadline: 11/18/2008
| Wednesday |
| Lunch |
| Time: |
11:45 AM - 12:45 PM |
| Description: |
Please join Global Concepts for lunch at the hotel prior to the start of the Roundtable. |
 |
| Opening Remarks: Introduction to the Implementations & Service Executives Roundtable |
| Time: |
12:45 PM - 1:00 PM |
| Speaker: |
Meredith Baum, Roundtable Manager, Global Concepts |
| Description: |
Baum will open the 2008 Implementations and Service Executives Roundtable with a few remarks and a brief round of introductions. |
|
| Implementations and Service: What Your Customers Think |
| Time: |
1:00 PM - 2:00 PM |
| Speakers: |
Debbie Mickle, Treasurer, Cullman Regional Medical center
Jennifer Solomon, Director, Cash Management, HealthSouth
Debbie McSheffrey, Treasurer, Premiere Global Services, Inc.
Matt Ribbens, Moderator, Expert, Global Concepts |
| Description: |
This panel presents the opportunity to hear from a sample of upper middle-market clients. The panelists will discuss both pain points and opportunities they see for banks regarding both their implementations process and customer service experience. The panel will offer their feedback on particularly difficult challenges with product implementations and opinions on self-service options. Ribbens will moderate the panel in order to promote conversation around the implementation process from the corporate point-of-view. |
|
| Streamlining the Implementations Process |
| Time: |
2:15 PM - 3:30 PM |
| Speaker: |
Daniel Behanna, Vice President & Manager, Implementation Improvement Process, PNC Bank |
| Description: |
Through innovation, PNC continually strives to streamline the implementations process. Behanna will address several different innovations at PNC including new documentation initiatives and eForms. Behanna will discuss the process behind moving initiatives through the organization, getting colleague and client buy-in and anticipating and alleviating roadblocks. |
|
| Building a National Implementations Team |
| Time: |
3:45 PM - 4:45 PM |
| Speaker: |
Donna Berger, Senior Vice President, Treasury Management Relationship Services, Comerica |
| Description: |
Standardize! Standardize! Standardize! As an industry, we preach standardization as a tool to measure processes and create a consistent experience. Berger will discuss Comerica's efforts to standardize the implementations process and practices by reorganizing their Relationship Services group, inclusive of implementations and customer service, from regionally-based to nationally based. Berger will address how this change affected the implementations and service groups as a whole, new measurement practices devised and the challenges they faced along the way. |
|
| Dinner |
| Time: |
6:00 PM - 8:00 PM |
| Description: |
Please joing Global Concepts for dinner.
|
|
| Thursday |
| Continental Breakfast |
| Time: |
7:30 AM - 8:15 AM |
|
| Welcome & Annoucements |
| Time: |
8:15 AM - 8:30 AM |
| Speaker: |
Meredith Baum, Roundtable Manager, Global Concepts |
|
| Good to Great: The Evolution of the Commercial Support Center |
| Time: |
8:30 AM - 9:30 AM |
| Speaker: |
Nancy Kinman, Vice President, Fifth Third |
| Description: |
In this presentation, we will discuss the evolution of the commercial support center from a fragmented environment to a cohesive, connected environment to serve clients more efficiently. Service is the most important part of a clients experience with a bank. If this is a great experience, the bank can win a relationship for many years to come. If it’s a bad experience, the relationship may never be as profitable as it could be and may wind up becoming a competitor’s client. |
|
| Designing a "Best-in-Class" Implementations Survey |
| Time: |
9:45 AM - 10:45 AM |
| Speaker: |
Meredith Baum, Roundtable Manager, Global Concepts |
| Description: |
Surveying clients is one of the most important feedback opportunity banks possess. Capturing client responses in order to make important decisions is essential to banks. Baum will discuss post-implementation surveying techniques inclusive of information gathering, questions asked and survey organization. |
|
| Client Training: How to Deliver with Impact |
| Time: |
11:00 AM - 12:10 PM |
| Speaker: |
Arun Bali, Director, Global Client Delivery Segmentation Head, Citigroup |
| Description: |
Phone and web and in-person—Oh My! With banks beginning to extend past their physical footprint, everyone is looking for the Emerald Village of client training. What is the best, most effective way to train a client? How do you disseminate information for re-training? How do you avoid the brain-drain when clients leave their positions? Bali will discuss Citi’s most effective client training methods along with challenges and opportunities that have been presented. |
|
| Closing Remarks and Planning for the WebEx in March 2009 |
| Time: |
12:00 PM - 12:10 PM |
| Speaker: |
Meredith Baum, Roundtable Manager, Global Concepts |
| Description: |
Baum will open the floor to final comments and discussion on member-suggested topics for future research and presentations. She will conclude the meeting with a…gift certificate drawing! Global Concepts will draw two names at random and award each winner a gift certificate. You must be present to win. |
|