Mastering the customer experience is key to achieving the highest customer advocacy rate, moreover, it’s critical to the health of your organization. 81% of investment companies who lead with an excellent customer experience outperform their competition.  So what are you doing about the customer experience? How do you ensure your customers’ questions and concerns are competently answered? How do you show clients that you are listening and value their business?  If you have a plan to do these things, that’s a start, but not enough. Now, the questions become: what are you measuring and how are you measuring to ensure your associates follow your customer experience plan? After all, as Peter Drucker so famously quipped, “you can’t manage what you don’t measure.”

 In this interactive session we’ll start with a broad conversation about how to brand and build value through customer service. Then, you’ll see how ProShares/ProFunds has adapted company-wide brand directives into their interactions with customers. In addition, you’ll get to see some of the metrics and innovative standards that top tier companies are using to ensure breakthrough success with the customer experience. Takeaways will include a three-point strategy that you can take back to your team to get them thinking about how they can build more value into their customer experience.

Presenter

Martha Brooke
Program Director, Company Founder
InterAction Metrics

Compliance Hot Topics

Harvard Hall

In this presentation, panelists will cover topics including FATCA, Money Market Reforms, CFTC Rulemaking, Readiness and Implementation around Compliance Rule Changes, and more. 

Moderator

Barry Barbash
Partner
Willkie, Farr & Gallagher, LLP

Panelists

Mary Burke Baker
Government Affairs Advisor
K&L Gates

Sarah Bessin
Senior Counsel
Investment Company Institute

Chuck Booth
Director
Citi Fund Services

Lori Richards
Principal, Financial Services Regulatory Practice
PwC 

Chris Robinson
Vice President
Fidelity Investments

Continue the Conversation: Distribution Roundtable

Aesculapian Room

Still unsure about how Data Analytics apply to your organization?  Have questions about what Omnibus means for you in your day-to-day work?  Join panelists from Wednesday’s Distribution sessions to continue the dialogue and get answers to all of your burning questions!

For the twelfth year in a row, identity theft topped the list of consumer complaints reported to the Federal Trade Commission in 2011, with annual losses estimated to be in excess of $50 billion in the United States alone.  Join an interactive discussion of seasoned industry experts as they share their thoughts and lessons learned on a wide range of topics including: internal and external identity theft, elderly fraud, fraud rings, regulatory requirements associated with fraud, and the latest technologies to aid in the ongoing monitoring of suspicious activities.

Moderator

Craig Hollis
AML Officer and Managing Director
Boston Financial Data Services

Panelists

Don Kleoppel
Data Security Officer
DST Systems

Leon Mulgrew
Director
Franklin Templeton Investments

Patrick Murphy
Godfrey & Kahn

Alternative Investments: They're here, now what?

Estabrook/Bartlett Room

From an operations, technology, and compliance perspective - what are Alternative Investments?  What are the operational nuances?  How do you access them?  What are the compliance issues?  This interactive panel will discuss these issues and help you better understand this emerging market.

Moderator

Kevin Mahn
President and Chief Investment Officer
Hennion & Walsh Asset Management / SmartTrust® UITs

Panelists

Brian Chen
Portfolio Manager & Head of Research and Quantitative Strategies
Schooner Investment Group

Christian Magoon
CEO
Magoon Capital
Former President
Claymore Securities (now Guggenheim Investments)

Linda York
Research Director, Syndicated Research
Cogent Research

The Customer Experience: Operations Roundtable

Aesculapian Room

It’s great to state your commitment to excellent customer service, but delivering excellence day in and day out is different matter. We’ll hear Patrice Bryon describe some of the challenges she’s faced along with her solutions for keeping her client services team in sync with their customer experience plan.  Then, Martha Brooke will open the roundtable for you to share insights and ask questions.  You’ll get the most value from this roundtable if you start by attending the morning session, but if that’s not possible, we will still welcome your participation!