Research Vault

Process improvement patterns for banks
This detailed paper outlines tangible approaches and advice for combining process improvement initiatives with a service oriented architecture (SOA) approach. From customer care to core banking processes this paper offers actual banking process models, patterns and high-level system architectures to help spark ideas for your business.

Increase Profitability through Improved Client Inquiry and Request Management
While servicing clients, an average of 40 percent of all service items require some additional work by operations and back office teams for resolution. This work introduces additional labor costs, increased risk and lag time in resolution due to the myriad of systems, processes and forms often used for these follow-on activities. This also drives up operational overhead, damages customer satisfaction and threatens revenue generation. Read this white paper to find out more about how Pegasystems offers a robust, comprehensive solution that delivers the capabilities you need to reduce operational risk and costs, improve productivity and timeliness and achieve higher levels of client satisfaction and loyalty.

Data Quality: The Foundation of Operational Effectiveness
Discover how to leverage your most valuable yet hidden asset - customer data. Understand: data quality, the importance of data quality and how to establish a data quality foundation.

Get on the Fast Track to Maximizing Customer Value: Operationalizing Customer Centricity to Drive Sustained Growth in a Low-Growth Environment
Overcome the barriers of account-centric systems. Enable desktop access to a customer-centric view to make more relevant cross-sell and up-sell offers, align service delivery with an accurate measure of customer value, and gain business agility and speed.

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Web Seminars

Building Loyalty: How To Design Programs that Cement Relationships
Customers are more demanding than ever and their options for loyalty programs are growing fast. To attract and retain customers in this hyper competitive environment, banks must think creatively about their programs and be evolving them at all times. Whether your bank is creating a loyalty program for the first time or its had one in place for years, this session will help you design programs that build stronger relationships with customers. Join us for this engaging session to: Learn how to assess your current program, and how you can use measurement tools, engagement strategies and game mechanics to amp up the effectiveness of your efforts. Discover how the study of people and how our brains work can open up new and exciting methods to engage and reward. Turn your loyalty program into a program that creates truly loyal customers. Presented by loyalty industry veterans: Barry Kirk , Solution Vice President, Consumer Loyalty, Maritz Chip Lerwick , Division Vice President, Financial Services Group, Maritz Sponsored by:

Saving Money and Staying Compliant: The Advantages of Application Performance Management
Join J. P. Garbani, Vice President, Principal Analyst at Forrester Research and Charley Rich, VP of Marketing & Product Management at Nastel Technologies as they discuss the many complex issues related to composite applications and how Proactive Application Performance Monitoring can help managers address these challenges.

Smart Commercial Lending: Transforming Operations to Position for Growth
As the economy emerges from the worst downturn in 70 years, commercial lenders must position themselves to seize new business while managing risk. But success will require more sophisticated tools than in the past. Commercial lenders need to automate processes and better collect and manager data to drive efficiencies, meet regulatory requirements and address risk management. They also need to better understand how IT spending and corresponding technology solutions drive results. Join us for a Web Seminar with Susan Feinberg , senior research director , wholesale banking at TowerGroup , and Davis Henderson , a leading solution provider, to learn about the recent trends in U.S. commercial lending and what lenders are doing to prepare for an upswing in activity . You'll hear about: Drivers for commercial loan automation to support efficiencies, regulatory, and risk management needs Data on commercial bank IT spending and how to improve the yield on your investment Views on commercial lending nirvana--what's the best set of strategies and tactics to succeed today. Sponsored by:

Getting a Fix on Small Business: An Avenue for Lending Growth
Small-business lending has long been a cornerstone of community bankers' portfolios. But a combination of forces - including the longest-running contraction in consumer lending on record and intense pressure from policymakers - promises to intensify competition in this sector. The Obama administration is using a variety of programs and incentives to try to stimulate small-business growth and hiring. The government is also urging banks to take second and third looks at previously rejected business loan applications even as banks remain under intense regulatory pressure to maintain underwriting standards. The net result: a playing field that is changing rapidly and will likely continue to do so for years to come. Benefits for attending: Find out where there are emerging opportunities, by market and business sector Hear strategies for deepening relationships with small businesses Learn how to reevaluate a potential credit without running afoul of examiners Discover long-term small-business lending trends Get the chance to submit your small business lending questions to our speakers Speakers: David Bartram , Executive Vice President, SBA Division Manager, Seacoast Commerce Bank Mr. Bartram has 27 years of banking experience specific to Small Business Administration lending. In his current role, David is building an SBA lending platform for the western United States. In 1984, he joined Bank of Commerce (BofC) and over the next 15 years BofC became the leading SBA Bank lender nationally. In 1999 Bank of Commerce was acquired by U.S. Bank and David became President of the SBA Division and Executive Vice President managing all aspects of SBA lending across the U.S. Bank's footprint. Ralph A. Citino, , Senior Vice President, Small Business Banking, WSFS Bank Mr. Citino has over 20 years banking experience working with the small business segment at regional and community banks, including managing relationships, leading sales teams, organizing and conducting business development efforts, developing training programs, implementing product changes and enhancements and reviewing and providing feedback for government programs as related to small business. As Small Business Banking Director, Mr. Citino is responsible for all aspects of the small business unit and for building profitable loan and deposit portfolios. Greg Clarkson , SBA Division Manager, BBVA Compass Mr. Clarkson has 25 years of banking experience, the last 16 years in the SBA industry. As a member of the original team that established BBVA Compass' SBA Division in 1996, he has helped increase the current production level to over $270 million annually. He frequently works with Congress and SBA Central Office staff to resolve issues surrounding the delivery of capital to the nation's small businesses. In 2008, Clarkson received the trade association's highest honor, the Distinguished Service Award. Moderator: Alan Kline , Editor, U.S. Banker This seminar is brought to you by the editors of American Banker and U.S. Banker

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