Presenters: Kirk Gripenstraw, Aspen Analytics and Emmett Higdon, Forrester Research
When: Tuesday, November 3, 2009 | 1 p.m. EST
Duration: 60 minutes

Study after study has measured the business improvements for financial institutions driven by customer usage of online bill pay and e-bills.

But what is the ROI of providing paperless bill presentment and payment, over and above postage and processing savings to billing organizations? How can online billing migration strategies serve as an effective platform for driving profitability and customer loyalty?

Key Findings

• Electronic bill (e-bill) users are 12.5% less likely to leave, are 35% more likely to pay their bills on time, and purchase 20% more products than paper bill users
• Automatic, recurring payment users are 14% less likely to leave and 86% more likely to pay their bills on time
• Users who combine e-bill with recurring payment are more loyal and more profitable than other customer segments

Kirk Gripenstraw
Kirk is vice president of Advanced Analytics for Aspen Marketing Services, which specializes in providing analytic solutions to financial institutions. He has fifteen years experience in custom modeling, segmentation, and business analytics. Leveraging customer data to help meet and exceed business objectives has been a consistent theme in his professional career, which has spanned a diverse mix of industries.

Emmett Higdon
Emmett is a senior analyst of eBusiness & Channel Strategy with Forrester Research, Inc., an independent technology and market research company that provides pragmatic and forward-thinking advice to global leaders in business and technology. He is a leading expert on online banking, bill payment and money movement, mobile payments and banking, and payments risk management and fraud.