STRATEGIC USE OF THE ONLINE CHANNEL: DEVELOPMENTS IN CREDIT CARD SELF-SERVCE
JUNE 29, 2005 — 11:00am EST (1 hour)
Brian O’Keeffe, Director, Credit Advisory Service
Mike Friedman, Senior Analyst, Emerging Technologies Service

Brian O’Keeffe, Director of the Credit Advisory Practice, and Michael Friedman, Senior Analyst in the Emerging Technology Practice will present the findings from two recent reports focused on the customer service websites of credit card Issuers.  

The first report, Capturing the Online Customer, characterizes both the nature and the pace of investment in online customer self-service among leading credit card issuers.  Drawing from Mercator Advisory Group’s emerging technology research, the report examines some of the more innovative investments in self-service and concludes with a look at the future of self-service.

The second report, Improving the Effectiveness of Credit Card Websites, identifies and discusses ten key trends in the forthcoming development of customer-facing issuer websites. Based on these expected developments, Mercator offers a series of recommendations for issuers to provide more usable sites, increase site usage, and make better use of the web and email in servicing their existing customers.