Videos

View a library of videos featuring J.D Power industry experts.

J.D. Power Webcast | 2013 U.S. Credit Card Satisfaction Study

Credit card customers have experienced significant industry and regulatory changes to their accounts during the past few years. As a result, their needs and expectations have evolved.

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J.D. Power Webcast | State of the Banking Industry

The banking industry continues to evolve as customer demands, behaviors and expectations change. What do banks need to do to be ready to respond to customers in this new environment?  View this webcast during which Jim Miller, senior director of the banking at J.D.

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J.D. Power Webcast | The Future of Mortgage Servicing

Following the National Mortgage Settlement and the upcoming implementation of the new CFPB rules, mortgage firms must now operate under the weight of new servicing standards and regulations.  How can firms remain competitive while still satisfying customers in this new environment? View this webcast during which we present findings from the J.D. Power 2013 U.S.  Primary Mortgage Servicer Satisfaction StudySM.

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J.D. Power Webcast | Problems, Complaints and the CFPB

Since the launch of its Consumer Response operations in July 2011, the Consumer Financial Protection Bureau (CFPB) has fielded nearly 150,000 consumer complaints about credit cards, bank accounts, and mortgages. How do these complaints align to the problems captured in J.D. Power financial services studies? Are CFPB complaints an accurate reflection of the experience of the overall market? Are certain problems more likely to become CFPB complaints? View this webcast during which Rocky Clancy, vice president of the financial services practice at J.D.

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J.D. Power Webcast | Optimizing the ROI of Customer Experience

The connection between customer satisfaction and financial performance is well understood – or is it? View this webcast during which we examine how the links between customer experience and business results – and their drivers – vary by product.

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J.D. Power Webcast | Balancing Efficiency and Satisfaction

With demand potentially slowing and a slew of new regulations going into effect, mortgage firms are facing difficult decisions regarding where to allocate limited resources. How can you balance operational efficiency with customer satisfaction? Download this webcast during which Craig Martin, director of the financial services practice at J.D. Power, focuses on key operational questions and their implications for the customer experience.

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J.D. Power Webcast | J.D. Power 2013 Service Excellence Summit

In March, 2013 J.D. Power hosted the Service Excellence Summit in Scottsdale. As a follow up, we invite you to view this webcast during which we review key takeaways from this event. Rocky Clancy and leaders of the Financial Services team at J.D.

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J.D. Power Webcast | 2013 U.S. Small Business Commercial Insurance Study

The small business commercial insurance market is a unique niche for which there is very limited competitive information available. With no benchmark or industry-wide baseline for customer satisfaction, how can insurers identify their own strengths and weaknesses—and those of their competitors—in responding to customers’ expectations? Further, how can insurers address critical customer issues that impact loyalty and retention? View this webcast to learn the findings from the inaugural J.D. Power 2013 U.S. Small Business Commercial Insurance Satisfaction StudySM.

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J.D. Power Webcast | 2013 U.S. Household Insurance and Bundling Study

In the hyper-competitive state of the insurance marketplace, it is essential that insurance companies generate added revenue from existing customers. Doing this effectively requires companies to understand how customers consider their various household insurance needs and what their preferences are with respect to bundling additional policies. With that understanding, insurers must then determine strategies for approaching customers and identify which bundling and cross-selling options will positively impact satisfaction, loyalty, and, ultimately, increase product density.

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J.D. Power Webcast | 2013 U.S. Auto Insurance Study

The personal auto insurance industry continues to evolve as evidenced by GEICO recently passing Allstate to become the second largest personal auto carrier in the nation based on 2013 Q1 premium reports. Carriers need to be prepared to adapt to changing consumer demands while striving to continuously deliver outstanding experiences for their customers. Download this webcast to learn the findings from the J.D. Power 2013 US Auto Insurance Satisfaction StudySM.

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