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Firm unveils "hands-on" workshop as a model for delivering rapid business results through Web-enhanced customer interactions

To help senior financial services executives build profitable, consumer-driven organizations, Andersen Consulting is unveiling a next-generation customer relationship management workshop at its New York City-based Financial Ideas Exchange.

The centerpiece of this workshop, a newly developed eCustomer Interaction Center capability demonstration, illustrates how to create exceptional customer value by seamlessly integrating the Web and traditional channels. This demo allows executives to follow a customer through different life stages and varying financial needs. Executives will experience an environment that integrates inbound and outbound marketing, sales and service capabilities at the point of customer contact -- across a variety of channels including the internet, the telephone, email, and wireless devices.

"eCommerce is dramatically and rapidly changing the nature of financial services, including customer requirements and expectations, accelerating the need for strategic customer relationship management solutions," notes Tom Tynan, Andersen Consulting Financial Services partner. "Our vision for customer relationship management is based on enabling consumers to interact with financial services organizations when and how they want - which will increasingly occur across multiple channels and traditional industry boundaries.

"We also demonstrate how companies can leverage technology to make every encounter more valuable for both parties by leveraging specific customer information and insight."

The eCustomer Interaction Center demo provides insight and direction to firms seeking revenue growth while they cope with more demanding consumers and increasing infrastructure and technology costs. Whether for established players seeking to reinvigorate legacy call centers, or for dot-com organizations building greenfield customer-acquisition operations, it lays out a "clicks and mortar" model that encompasses both traditional channels, including branch offices and call centers, and the Internet.

The demo showcases a number of leading-edge customer relationship management vendors, who are co-participants at the Financial Ideas Exchange. These include: S1 Corporation, Chordiant, Kana, and Vignette Corporation. Future versions of the demo will feature solution components from other co-participants, such as Calico Commerce, Inc., Prime Response, E.piphany, and Siebel Systems.

To create a comprehensive approach to customer relationship management, the eCustomer Interaction Center addresses issues of strategy, business processes, human performance and technology, noted Tynan. "For instance, today's customer-service representatives will require a new level of skills as they shift from simply handling inquiries and transactions on a reactive basis to proactively engaging consumers with financial advice and consulting. At the same time, processes must be redesigned and new information technology applied to support this new role."

Uniting leading-edge thinking and technology on industry issues, the eCustomer Interaction Center is the newest addition to the firm's Financial Ideas Exchange. The five-year-old Financial Ideas Exchange is a state-of-the-art workshop facility and business solutions showcase where senior executives in the financial services industry can explore the ways and means of transforming their organizations for increased competitiveness and success. The Financial Ideas Exchange continuously reinvents itself to offer new perspectives and approaches to support executives in their fast-changing industries.

Andersen Consulting is an $8.3 billion global management and technology consulting organization whose mission is to help its clients create their future. The organization works with clients from a wide range of industries to link their people, processes, and technologies to their strategies. Andersen Consulting has more than 65,000 people in 48 countries.

The firm works with a number of co-participating technology vendors to create its showcase for leading-edge customer relationship management at the Financial Ideas Exchange.


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