Customer Experience in CRM: From Laggards to Leaders

Overview

Title: Customer Experience in CRM: From Laggards to Leaders

Date: Tuesday, March 17, 2020

Time: 11:00 am - 12:00 pm EST

Duration: 1 hour

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Summary
We live in a data-driven economy and users demand immediate results to complex questions they pose to the systems they use each day. While traditional CRM systems are on the cusp of AI and predictive analytics innovations, we know those tools are only as good as the data used to drive results.

We have invited Sheryl Kingstone, of 451 Research, now a part of S&P Global Market Intelligence, to help us answer the question: “How do we think about the future with the data we have today?”.


In this complimentary webinar, we will cover:

  • Data challenges for CRM administrators and users in the current landscape
  • A shift towards a Customer Intelligence Platform (CIP) and its role in digital transformation
  • How to enable the business for CIP with focused spending and sales technologies

Join us for a discussion on how to prepare your organization’s CRM for future possibilities by enriching data, leveraging what you have today and creating a Customer Intelligence vision for the future.
Speakers

Sheryl Kingstone
Research Vice President for Customer Experience
451 Research, now a part of S&P Global Market Intelligence

Emily Jasper
Lead CRM Solutions
S&P Global Market Intelligence

Cristiano Zazzara Ph.D.
Managing Director, Head of Risk Services EMEA
S&P Global Market Intelligence

Dr. Cristiano Zazzara is Managing Director and Head of Risk Services Relationship Management, focusing on key market stakeholders, including C-level Executives and Regulators. He is an expert in financial risk management with over 20 years’ experience at banks, government agencies, service providers, Universities and think tanks.

Cristiano joined S&P Global Market Intelligence from MSCI Risk Metrics where he was the Head of Market, Credit, Counterparty Risk and OTC Clearing Business for the EMEA Banking sector and Global Head of Credit Advisory Business for Buy-side and Sell-Side Institutions. Previously, he was Managing Director in the Research & Strategy Unit of Unicredit Group, Managing Director and Head of the Internal Rating Unit at Capitalia Banking Group, and General Manager of the Italian Association of Banking and Finance (ASSONEBB). Dr. Zazzara also served as a financial economist at the Fondo Interbancario di Tutela dei Depositi, where he was the Head of the Research Department.

Dr. Zazzara received a BSc in Economics & Business and a MSc in Banking from the University La Sapienza of Rome, and a PhD in Management (Finance) from the Swiss Federal Institute of Technology in Lausanne (EPFL).

Cristiano Zazzara Ph.D.
Managing Director, Head of Risk Services EMEA
S&P Global Market Intelligence

Dr. Cristiano Zazzara is Managing Director and Head of Risk Services Relationship Management, focusing on key market stakeholders, including C-level Executives and Regulators. He is an expert in financial risk management with over 20 years’ experience at banks, government agencies, service providers, Universities and think tanks.

Cristiano joined S&P Global Market Intelligence from MSCI Risk Metrics where he was the Head of Market, Credit, Counterparty Risk and OTC Clearing Business for the EMEA Banking sector and Global Head of Credit Advisory Business for Buy-side and Sell-Side Institutions. Previously, he was Managing Director in the Research & Strategy Unit of Unicredit Group, Managing Director and Head of the Internal Rating Unit at Capitalia Banking Group, and General Manager of the Italian Association of Banking and Finance (ASSONEBB). Dr. Zazzara also served as a financial economist at the Fondo Interbancario di Tutela dei Depositi, where he was the Head of the Research Department.

Dr. Zazzara received a BSc in Economics & Business and a MSc in Banking from the University La Sapienza of Rome, and a PhD in Management (Finance) from the Swiss Federal Institute of Technology in Lausanne (EPFL).

Cristiano Zazzara Ph.D.
Managing Director, Head of Risk Services EMEA
S&P Global Market Intelligence

Dr. Cristiano Zazzara is Managing Director and Head of Risk Services Relationship Management, focusing on key market stakeholders, including C-level Executives and Regulators. He is an expert in financial risk management with over 20 years’ experience at banks, government agencies, service providers, Universities and think tanks.

Cristiano joined S&P Global Market Intelligence from MSCI Risk Metrics where he was the Head of Market, Credit, Counterparty Risk and OTC Clearing Business for the EMEA Banking sector and Global Head of Credit Advisory Business for Buy-side and Sell-Side Institutions. Previously, he was Managing Director in the Research & Strategy Unit of Unicredit Group, Managing Director and Head of the Internal Rating Unit at Capitalia Banking Group, and General Manager of the Italian Association of Banking and Finance (ASSONEBB). Dr. Zazzara also served as a financial economist at the Fondo Interbancario di Tutela dei Depositi, where he was the Head of the Research Department.

Dr. Zazzara received a BSc in Economics & Business and a MSc in Banking from the University La Sapienza of Rome, and a PhD in Management (Finance) from the Swiss Federal Institute of Technology in Lausanne (EPFL).

 
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