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CRM Evolution 2009
August 24-26, 2009
Marriott Marquis • New York, NY
Howard Lax
Senior VP & Senior Consultant, Financial Services Research, Harris Interactive
Drawing upon a diversified background in market research, marketing, consulting and education, Howard is responsible for the design and delivery of Customer Loyalty engagements for clients, with a particular focus on the financial services sector. Before joining Harris Interactive, Howard was Vice President in the Customer Strategies practice at Opinion Research Corporation, where he focused on Customer Loyalty and segmentation. Previously he was Director, Market and Customer Information, at Freddie Mac in McLean, VA. In that capacity he directed the corporation’s market research efforts, including major projects addressing mortgage lending, consumer finance and consumer credit, as well as customer satisfaction, branding, advertising, corporate image, and public policy issues. Before his eight years at Freddie Mac, Howard was Vice President at Claritas in Alexandria, VA, where he directed the firm’s market research activities and the marketing of information products and services for the financial services sector. He also directed the product marketing group, which was responsible for the marketing of the firm’s databases, segmentation systems and marketing information systems. With more than 25 years of experience in research in the financial services sector, Howard has worked with hundreds of firms, including Bank of America, Wachovia, Citibank, Wells Fargo and J.P. Morgan Chase; Allstate, Nationwide, The Hartford and BlueCross BlueShield; and Fidelity, Merrill Lynch, T. Rowe Price and Morgan Stanley. Howard first entered the market research industry in 1981 with Trans Data Corporation. Initially joining the firm as a project manager, he moved on to become Director of Research, Senior Vice President and Chief Operating Officer. Previously he worked in the field of energy and mineral economics and policy and taught political science. Howard has a long history of publications and public speaking and has managed a number of consulting engagements. He has taught at the college and graduate school levels, most recently teaching marketing in the MBA program at Rider University. He holds a Ph.D. and M.A. in political science from the Graduate School & University Center of the City University of New York and earned his B.A. at Union College.

Conference Sessions By Howard Lax
CRM Evolution 2009
Monday, August 24 2009
10:15 a.m - 11:00 a.m C101: Building the Economic Case for Loyalty


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