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Omni Orlando Resort at ChampionsGate
1500 Masters Blvd
ChampionsGate, Florida 33896

Disney World Tickets

Thursday, May 10, 2012

2:00 PM - 2:45 PM
Critical Steps to Understanding and Resolving Cardholder Problems and Complaints
Michael Beird, Director, Banking Services, J.D. POWER AND ASSOCIATES

Research shows that the incidence of customer problems has continuously declined year-over-year since 2009, according to J.D. Power’s Credit Card Satisfaction Study. The challenge for issuers, however, is that for those customers who do have a problem, successful problem resolution represents 37% of overall satisfaction, dwarfing other aspects of their relationship in areas such as online interaction, product terms and benefits. Consequently, the rapid and direct resolution of problems and complaints has become a high priority for issuers.  In a similar vein, the CFPB complaints data tends to be influenced by how problems are handled by the issuer. 

Session attendees will:

  • Understand what problems occur most often and have the greatest impact on satisfaction based on J.D. Power research
  • Hear about the CFPB complaints process and how complaints get handled by the Bureau
  • Learn how cardholder terms and ongoing customer communication impact problems and satisfaction  
  • Discuss what steps some issuers have taken to minimize problems and complaints
  • Identify the top five action items for improving resolution satisfaction and minimizing complaints

2:50 PM - 3:35 PM
The Safety & Transparency of Prepaid Cards
Alex Horowitz, Research Manager, THE PEW CHARITABLE TRUSTS

The Pew Charitable Trusts, a non-profit organization based in Philadelphia and Washington D.C., is driven by the power of knowledge to solve today's most challenging problems. Representatives from Pew's Financial Security Portfolio will present recent research on the prepaid card marketplace using data collected by Pew researchers. Speakers will also present findings from prepaid card consumer focus groups which provided a fascinating glimpse into the why" of the recent surge in prepaid card use. Based on these findings, Pew will present a set of proposed policy recommendations to address the safety and transparency of prepaid card products.

3:50 PM - 4:35 PM
A Roadmap to a Uniform Payments Standard
Deborah Baxley, Principal, Banking, CAPGEMINI

With the advent of NFC and cloud-based mobile payments, numerous security breaches, tepid adoption of contactless payments, and recent EMV announcements from Visa, MasterCard and Discover, payments stakeholders, including merchants, mobile operators and issuers are in a quandary trying to answer the questions, “How does the future of payments in the U.S. impact by business? How should I prepare?” This talk will discuss payments roadmap options including chip & PIN, the role of signature and contactless, EMV, cloud vs. NFC, and dynamic security measures. The session will incorporate the sometimes-conflicting views of the Merchant Advisory Group, the Smart Card Alliance, and the payment networks.

4:40 PM - 5:25 PM
How Regulation Will Impact Innovation

Discussion of how recent regulation has impacted and will continue to impact innovation in the payments industry (both positively and negatively) and how to best ensure that your new product or venture will not run afoul of the new regulatory regime.