Videos

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

J.D. Power Webcast | Prioritizing Call Center Projects to Maximize Profits

With limited time, budget, resources, and too many improvement projects to move forward, it's not hard to understand why call center management often feels overwhelmed and "lost in prioritization" when it comes to project selection. The good news is there's a treasure trove of data available to identify the projects that will have the biggest impact on profitability AND customer satisfaction.

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J.D. Power Webcast | Current Auto Marketplace Conditions and Insights

After years of volatility, the automotive marketplace has not only stabilized but continues to grow. In fact, new-vehicle sales are projected to increase by 7% over the next 2 years. Download this webcast for the latest 2013 automotive trends and insights that will allow you to truly understand the marketplace conditions and leverage this knowledge to your key client decision-makers.

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J.D. Power Webcast | The Changing Landscape for Midsized Banks

Midsized banks are currently faced with new challenges as big banks are closing the customer satisfaction gap. What can midsized banks do to ensure they don't fall behind?  View this webcast during which Jim Miller, senior director of banking at J.D.

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J.D. Power Webcast | 2013 Small Business Banking Satisfaction Study

Customer expectations of banks, particularly expectations for remote access and value beyond product, are affecting business owner satisfaction with bank relationships. Knowing why your customers are satisfied or dissatisfied with their banking experience and what your competitors are doing to meet their customers’ expectations are critical elements of your company’s ability to grow. View this webcast during which we discuss the 2013 U.S.

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J.D. Power Webcast | Internal and External Customers

Advisor satisfaction and investor satisfaction are inescapably linked.  Wealth management firms that strive to deliver the optimal customer experience must place an equal focus on providing a great advisor experience. Download this webcast during which Craig Martin, director of the financial services practice at J.D. Power, focuses on the key role advisors and their satisfaction play in determining investor satisfaction.

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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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