| |
Solving the Riddle of the Missing Middle
Tim Harrington, General Manager, Westpac Banking Corporation
Peter Dennis, Head of Customer Experience, Westpac Banking Corporation
Keith Von Seggern, Managing Principal, Carreker Corporation
BAI Retail Delivery Conference & Expo
Las Vegas, Nevada
November 15, 2006
Ballroom H
4:15 pm - 5:15 pm
This session features Westpac Bank’s remarkable case history for executing its sales and service strategy – not just at the front line but throughout the organization. Co-presented by Keith Von Seggern, author of "The Missing Middle." When strategic execution falters at the front line – when a CRM installation disappoints, or sales momentum drops off – is it the strategy or the front line? Neither, according to this presentation. “Your middle is missing – all those executives between the CEO and front line whose job it is to translate, interpret, and add value in both directions.”
| Three Points: |
| |
- When successful strategic execution eludes so many banks, what was different at Westpac?
- How do you measure strategic execution? How does it correlate to shareholder value?
- How do you restore “The Missing Middle” to ensure your own strategic execution?
|
| |
|
| Three Benefits: |
| |
- A clear understanding of why your own bank’s sound strategy may not deliver a consistent customer experience or increased customer value
- Eye-opening insights into how measurable aspects of customer value correlate to shareholder value.
- Case history details on Westpac bank’s customer value management experience – at each key point in the organization.
|
| |
|
| Two Questions: |
| |
- What was the most important aspect of this CVM initiative: the executive-level consulting, the training and e-learning, or the technology?
- What was the biggest obstacle that arose, and how did you over come it?
|
BAI Retail Delivery Conference & Expo
Contact:
Ann S Cave
email: ascave@checkfree.com
phone: (678) 375-4039
|
|
