ADVISORY/Forrester Research Finance Forum.

Business Editors/High-Tech Writers

ADVISORY...for Wednesday (June 9)

--(BUSINESS WIRE)--Forrester Research

WHAT:    Forrester Research's Finance Forum: Earning Customer Loyalty
         With Great Cross-Channel Experiences

         Financial services customers are changing -- but financial
         services firms are not. Fielded since 1997, Forrester's
         Technographics(R) survey of almost a million North American
         consumers reveals gradual but profound shifts in consumers'
         values. They are less loyal to all types of firms, harbor a
         greater sense of insecurity, and share a greater need for
         involvement in the management of their financial lives. More
         than eight out of 10 online Americans and Canadians, for
         example, don't believe firms' assurances that they will not
         share, sell, or use personal data.

         How must financial services firms adjust to hold on to
         changing consumers? Forrester's research shows that customer
         advocacy -- providing services and products that are best for
         the consumer, not just the financial firm's bottom line -- is
         the single most important driver of customer satisfaction and
         loyalty.

         At Forrester's 2004 Finance Forum, analysts and industry
         experts will reveal which banks, brokerages, mutual fund
         companies, credit unions, insurers, and credit card companies
         create great customer experiences across channels. Join
         Forrester and leaders from Charles Schwab & Co., The Vanguard
         Group, E*TRADE Financial, ING Direct, and Bank of America to
         learn about the organizational, technology, and marketing
         strategies that firms need to get and keep today's financial
         services customers.

         The Forum will also feature three concurrent tracks focused
         on online banking, integrated marketing, and cross-channel
         service.

WHEN:    June 9-11, 2004

WHO:     Keynote speakers include:

         --  John J. Brennan, Chairman and Chief Executive Officer,
             The Vanguard Group

         --  Thomas K. Brown, Chief Executive Officer, Second Curve
             Capital; Director, Bankstocks.com

         --  Mitchell H. Caplan, Chief Executive Officer, E*TRADE
             Financial

         --  Barbara J. Desoer, Consumer Products Executive, Bank of
             America

         --  Arkadi Kuhlmann, Chairman, President, and Chief Executive
             Officer, ING DIRECT USA

         --  David S. Pottruck, President and Chief Executive Officer,
             The Charles Schwab Corporation

         --  Frederick F. Reichheld, Bain Fellow; Founder, Loyalty
             Practice, Bain & Company

         Featured panelists include:

         --  Sean Belka, SVP, Customer Segment Marketing, Fidelity
             Investments

         --  Sridhar Chityala, Senior Vice President, eBusiness
             Executive, Chase Financial Services, JP Morgan Chase

         --  Bert Davis, Director, Small Business Banking, NetBank

         --  Joe Davis, President, and CEO, Coremetrics

         --  Karen Haefling, Chief Marketing Officer, KeyCorp

         --  Brian Kelly, Executive Vice President, Marketing &
             Product Strategy, KANA

         --  John Lacher, Senior Consultant, Solution Services,
             Rockwell FirstPoint Contact

         --  Kip Lease, Vice President and Manager, Business Banking
             E-commerce, PNC Bank

         --  Rick Long, Director, US Card Operations, Capital One
             Financial Corporation

         --  Charles Moldow, Senior Vice President, Client
             Development, TellMe

         --  David Pope, Executive Vice President, Retail Banking,
             Wachovia

         --  Rob Shenk, Vice President, Retail Banking, E*TRADE Bank

         --  Jim Smith, Executive Vice President, Wells Fargo &
             Company

         --  Andrew Storey, Director, Decision Support, Retail
             Marketing, Scotiabank

         --  Steven P. Sugar, Senior Vice President, Technology and
             Operations, Bank of America

         --  Michael Trigg, Vice President, Corporate Marketing,
             E.piphany

         Featured Forrester analysts include:

         --  Elana Anderson

         --  Bill Doyle

         --  Penny Gillespie

         --  Catherine Graeber

         --  Jim Nail

         --  Jaime Punishill

         --  John Ragsdale

         --  Ron Shevlin

         --  Bruce D. Temkin

WHERE:   Sheraton New York Hotel & Towers
         811 7th Ave.
         New York, NY 10019
         USA

CONTACT: For complete information on the Event, contact Forrester
         Events at +1 888/343-6786 or visit
         http://www.forrester.com/Events/Overview/0,5158,581,00.html

MEDIA:   To request interviews and register for the Event, please
         provide your full contact information to:

         Erica Cantwell
         Senior Specialist, Public Relations
         Forrester Research, Inc.
         +1 617/613-5713
         [e-mail]