Conquer customer login issues


The impact of customer login issues and how to conquer them to achieve real-time resolution–featuring Forrester Analyst Diane Clarkson and BECU VP of Virtual Banking Howie Wu

Your website is an integral part of your business—the way many people manage their accounts, research products, make purchases and interact with your company.

For many users, managing multiple online accounts is a hassle and can quickly turn in to a customer experience ordeal.

Join featured speakers Diane Clarkson, Forrester Research Inc. Analyst; Howie Wu, BECU Vice President of Virtual Banking; and Next IT Vice President Tracy Malingo for an interactive discussion exploring the impact of login issues on business and a new approach customer-service leaders are taking to:

  • Empower users to gain access to their account on the web when they get locked out, need help registering or enrolling in new accounts or need to retrieve their user ID and password
  • Help only authorized users gain access by mirroring current and future identification and verification procedures
  • Simplify access for users to their information in real time, through everyday language

Diane _clarkson

Diane Clarkson, Analyst, Forrester Research
Diane serves e-business and strategy professionals. She focuses on how online customer service—including online self-service, virtual assistants, email, chat, click-to-call, and social media—serve eBusiness goals by providing service and support, increasing sales, reducing operational costs and improving customer satisfaction. Her online customer service research focuses on understanding consumer behavior and preferences, strategy development and implementation best practices.

Howie _wu

Howie Wu, Vice President of Virtual Banking, BECU
Howie Wu has over 10 years experience in the financial services and information technology industries and has been with BECU since 2003. In his role as the Vice President of Virtual Banking, he is responsible for leading BECU's strategy as it relates to all remote delivery channels. He has played a major role in defining and implementing changes that impact the member experience within the ATM, online, telephone and mobile channels.

Howie earned a B.A. in Accounting and a MBA in Information Systems from Washington State University. His professional interests include IT, finance and business leadership. He also participates as a panelist in various industry forums and is a member of several financial technology committees.

Tracy Malingo, VP of Business Development, Next IT

With 15 years in technology and sales, Tracy's experience enables her to effectively identify businesses that will benefit from virtual assistant technology. She's also in charge of the success of each partnership and has worked with each of Next IT's clients to ensure successful product implementations. Her constant communication with both current and potential clients has given Tracy in-depth knowledge of what it takes to deliver on each project vision and customer promise.

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