Press Release

Restoring Customer Trust Tops Agenda At CEB Financial Services Technology Summit
- CEB TowerGroup Analysts and Leading Executives Will Explore Customer Service and Technology as Keys to Rebuilding Confidence, April 22-24 in Boston, Mass.-

Arlington, VA -- Financial services leaders will meet in Boston to explore the technology, people and processes needed to help restore customer trust in the sector. With fewer than one-in-seven customers reporting complete confidence in their financial institution, the summit is focused squarely on "The Realization of Service." The CEB (NYSE: CEB) Financial Services Technology Summit  will feature new research from CEB TowerGroup analysts and keynote speakers representing world-class approaches to customer service, which has been identified by CEB research as the key imperative in restoring trust in financial services. The three-day event will be held at The Westin Waterfront in Boston from April 22-24. 

The summit combines the traditional strengths of previous CEB TowerGroup conferences with CEB's customer service insights, most recently surfaced in the best-selling book, The Effortless Experience. The joint focus on service and technology will offer attendees a clear roadmap oriented towards restoring customer trust. In addition to Effortless author Rick DeLisi, keynote speakers include leading service practitioners from financial services and beyond. TD Bank's head of service strategy, Linda Verba, will detail how "America's Most Convenient Bank" leverages technology to solve operating challenges.  Jean-Pierre Soutric, a veteran Four Seasons executive, will discuss how meticulous workforce recruiting, training and development underpin their highly regarded service culture.

An opportunity to interact with CEB analysts, executives from premier financial institutions and leading technology providers, across more than 30 break-out sessions covering retail and commercial banking, insurance, wealth management and capital markets.

CEB TowerGroup industry analysts, global thought leaders and notable service practitioners, including:

Tuesday, April 22, 2014Thursday, April 24, 2014

The Westin Waterfront
425 Summer Street
Boston, MA 02210

CEB research has found customer service is the key to restoring trust in the financial services industry. The summit will explore service-oriented solutions in three areas:

  • Operating a Service Business: The New Realities of Talent, Productivity, and Organizational models
  • Delivering Technology-Enabled Service: The Rise of Analytics, Data, and Service-Focused Roadmaps
  • Realizing New Service and Product Models: The Wave of Social, Mobile, and Multichannel Experiments

Members of the media who would like to attend the conference or meet with a speaker should contact Justin Lavelle to be registered at or (571) 303-5386.

News from the conference will be available on the CEB TowerGroup Twitter page (@CEBTowerGroup) with presenters and attendees providing real-time updates under the hash tag: #CEBSUMMIT.

About CEB

CEB, the leading member-based advisory company, equips more than 10,000 organizations around the globe with insights, tools and actionable solutions to transform enterprise performance. By combining advanced research and analytics with best practices from member companies, CEB helps leaders realize outsized returns by more effectively managing talent, information, customers and risk. Member companies include approximately 85% of the Fortune 500, half the Dow Jones Asian Titans, and nearly 85% of the FTSE 100. More at

Justin Lavelle 

/PRNewswire -- April 11, 2014/