PROGRAMME
DAY ONE (Wednesday, 9th June)
11.50
Welcome to the Data Summit 2010
Opening address from Data Strategy
11.55
The Business Case for Privacy
The Information Commissioner’s Office commissioned a report earlier in 2010 to articulate the business case for protecting privacy and investing in data protection measures. Co-author of the Privacy Dividend report, Dr John Leach, will look at what the core elements of a privacy protection business case should be, where to look for evidence of a return on investment and why make the case is not an “off-the-shelf” piece of accounting and consultancy.
Dr John Leach, Director, John Leach Information Security
12.25
Building a Customer Intelligence Centre of Excellence
James Morgan, head of customer intelligence centre, O2
12.55
Welcome Lunch
14.00
WORKSHOP 1
14.45
WORKSHOP 2
15.30
WORKSHOP 3
16.15
Coffee Break
16.30
Using data effectively to drive profitable customer acquisition
This presentation will reveal how American Express uses data across its range of marketing channels to first define the strategy and then to optimise individual channels and inform future channel selection. This use of data continues along the customer journey through the application process, into onboarding and into a successful customer relationship. Lewis will use case studies of recent channel-based marketing to help bring to life some of the key points.
Stuart Lewis, Director - Planning, Targeting and Partnership Acquisition, American Express Services Europe - International Consumer Card & Small Business Services
17.00
How to be data driven when your organisation is data poor
In a world where the mountains of data and toolsets are growing ever higher, how will we get to the top? Where do you start to climb? What happens when you have lots, or where do you go when you have comparatively little? This session looks at how National Express is becoming more and more data-driven through combining multiple data sources and delivering analysis to create a business shift. With a small team, varying data quality and high expectations, being pragmatic rather than purist is really moving things on.
Chris Dobson, Head of CRM, National Express
17.30
SPONSOR PANEL SESSION 1
DAY TWO (Thursday, 10th June)
09.40
Welcome to day two of the Data Summit
09.45
Is mood marketing the key to the customer experience?
This presentation will consider how the voice of the customer can be used to truly drive the business in an era of multi-channel relationships. Crayfourd will discuss a new conceptual framework for engaging with the customer through being needs-focused in marketing, while still delivering the retention rates and shareholder value required by the business.
Using insights from a current pilot, this session will examine how to deploy the knowledge built into a single customer view against the noise being generated from customer feedback to create truly memorable and measurable marketing activity.
Peter Crayfourd, Head of Customer Experience Lifecycle at Orange – France Telecom Group, Group Sales and Customer Experience
10.15
Buidling a customer view and management process from scratch
You can't do CRM without data, but the challenges in getting the data “fit for purpose” can look daunting. This session will focus on addressing how you overcome the challenges, how you keep a focus on what matters and what the real-world benefits can be.
Sarah Keyes, head of global CRM, Vertu
10.30
SPONSOR PANEL SESSION 2
10.50
Coffee break
11.05
WORKSHOP 4
11.50
WORKSHOP 5
12.35
Lunch
13.40
WORKSHOP 6
14.25
WORKSHOP 7
15.10
WORKSHOP 8
15.55
Coffee Break
16.15
Alexandra Bontoux, analytics manager, TUI UK
16.45
The role of insight in driving financial services marketing
Paul Loughlin, head of insight and innovation (GI), Lloyds Banking Group
17.15
Closing address from Data Strategy