CONFERENCE
Wednesday 8th June 12.00 Arrive at hotel – Chateau du Lac, Brussels 12.30 Welcome from Mark Choueke, Editor, Marketing Week 12.35 Speed networking
12:50 Lunch 13.50 Embedding customer segmentation, getting value from your insight
• What makes a good segmentation?
• Creative uses for your segmentation model
• How to ensure that your model is actually used to drive value
Jeremy Tait, Insight Director, RBS Insurance 14.25 How Data Strategy is core to HCOM efficiency: from People to Product
• Key challenges for integrating disparate data sources
• How we overcame challenges to achieve Analytical Effectiveness, Marketing Efficiency & Product Relevance using a consolidated data source
Elizabeth Shepherd, Director, Business Intelligence & Web Analytics, Hotels.com 15.00 Afternoon tea break 15.15 Solution Providers Panel Discussion Does your data strategy incorporate the latest technologies to ensure that your multichannel customer communications are as coordinated and effective as possible? Can you analyse data from multiple sources across the business to build an accurate view of your customers and develop products and services to suit their needs? Hear tips and strategies from some of the top solution providers in the industry to guarantee that your data strategy will increase your marketing ROI and inform your business strategy for years to come. Panellists:
Charles Ping, Director, Communisis Data Intelligence
Kevin Telford, Director, Callcredit Marketing Solutions
Tim Vaughan, Account Director, Pitney Bowes Business Insight 15.45 Workshop 1 OR
Speaker presentation:
Harnessing your data to replicate a real customer relationship and increase customer retention and value
• SCV, retention KPIs and 360 degree customer data
• Measurement and ROI for cross sell, upsell, loyalty actions and service improvements
Anne Brunsdon, Customer Marketing Director, Best Buy Europe
16.30 Workshop 2 OR
Free time 17.10 Summit programme close
Leisure time
19.30 Pre dinner drinks
19.55 Gala Dinner Thursday 9th June 09.30 Breakfast and check-out
10.45 Opening remarks from Chair 10.55 6 Step CRM – Making CRM and Customer Journey Management Simple!
• With technology and management information overload, are marketers now overcomplicating customer journey management?
• How implementing the simplest CRM tools across a complicated multi-channel landscape can engage customer and board stakeholders alike
• Maximising technology and media at each key touch point to drive loyalty and profit
Antony Smith, Head of Group CRM, Gala Coral 11.30 Successfully building a Single Customer View out of disparate data sources
• How can you integrate data gathered from a multitude of sources to give you a realistic view of your multichannel customers?
• Using a SCV to enhance behavioural targeting and increase customer lifecycle value
• Ensuring that the formation of the SCV is led by your wider business strategy – only incorporating data that adds value
Neil Bigley, Head of Single Customer View, Nationwide Building Society
12.05 Coffee break
12.20 Workshop 3 OR
Roundtable discussion 13.05 Workshop 4 OR Speaker Presentation: How real-time recommendations are improving customer satisfaction, longevity and value
Dr Gerhard Heide, Consultant, Pitney Bowes Business Insight 13.45 Lunch
14.30 Workshop 5 OR
Free time
15.15 Plenary Panel Discussion Making data work for your business: achieving the optimal internal team structure
• Where should data be situated: IT vs. Marketing department?
• How should your data team be organised? Pros and cons of one central team vs. embedded data units
• Tips for implementing a data culture and encouraging departments to work together to make the most of your data
Panellists:
Ed Aspinall, Head of Data, npower
Anne Brunsdon, Customer Marketing Director, Best Buy Europe
Elizabeth Shepherd, Director, Business Intelligence & Web Analytics, Hotels.com
15.45 Closing remarks from Chair
15.50 Summit Day 2 closes – free time, tea and coffee available until departure
16.20 Coach departs for train terminal
17.00 Arrive at Brussels Eurostar terminal
17.59 Eurostar departs for London
19.03 Eurostar arrives in London