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12:05 PM
Mark La Penta, VP, Chief Technology and Operations Officer, MetLife Bank (Bridgewater, N.J.)
Mark La Penta, VP, Chief Technology and Operations Officer, MetLife Bank (Bridgewater, N.J.)
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Considering the Customer Experience

As a direct bank, MetLife Bank expects this year to deliver another challenging rate environment. That said, process improvement will be a priority. This is driven by the need to be flexible in reacting to market changes for revenue and the need to enhance the customer experience.

2007 also will bring the customer experience back into consideration, particularly in rethinking and repurposing the Web proposition. Work will continue on strategies around turning data into information to create better customer service and valid cross-sell opportunities. Technologists will continue to be asked to serve in new roles, such as business-process experts, project/program organizers and vendor managers. And the ever-present and growing regulatory burden will continue to demand compliance in a manner that controls cost.

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