|Opening Address by Forum Chairman
|Insights and Analytics over Big Data: Challenges, Opportunities, and Dangers in the Changing Data Landscape
Chief Data Officer & Group Managing Director
Usama Fayyad is the Group Managing Director of Barclays. Fayyad was the industry’s first chief data officer, responsible for Yahoo!’s global data strategy, architecting Yahoo!’s data policies and systems, prioritizing data investments, and managing the Company’s data analytics and data processing infrastructure which processed over 25 Terabytes of data per day. Fayyad also founded and managed the Yahoo! Research organization with offices around the world and which became the premier scientific research organization to develop the new sciences of the Internet, on-line marketing, and innovative interactive applications.
|Differentiating Customer Treatment through Segmentation and Personalization
Visionary strategist with hands-on operational experience. He has extensive management consulting career on a leading major transformation programmes at blue-chip clients (telecoms, financial services, retail, travel and transport, media and technology), resulting in record performance and winning prestigious awards. Often acting as interim executive on significant change programs.
|The Future of Customer Analytics
Streaming and Real-Time Data Analytics Technologist
Natalino is currently a data architect at Ing Retail in the Netherlands, where he leads the definition, design and implementation of big/fast data solutions for data-driven financial applications such as personalized marketing and predictive analytics. All-round Software Architect, Data Technologist, Innovator, with 15+ years experience in research, development and management of distributed architectures and scalable services and applications.
|Customer Journey Mapping: Charting the Critical Touch Points of your Customers’ Lifecycle
Ben has had a varied career in CX, Service Design, leadership, marketing, customer service, and business analysis. He’s worked internationally in Bulgaria and the Middle East, and has done award-winning work in the HE sector.
|How to Create Customer Love Stories
All successful relationships take patience, understanding and devotion. Your relationship with your customers and the experience you provide is no different. Show them that you only have eyes for them and they’ll grow to love your brand.
What are the four essential items that you need to make your customers fall in love with you? A combination of Total Voice of the Customer; Customer Journey Mapping; Personalization and a Single Customer View can have a dramatic impact on the success of your customer experience program
Director of Product Marketing
NICE Systems UK Limited
Sheridan Orr is the Director of Product Marketing for Customer Journey Solutions at NICE. She has extensive experience working for technology companies including Cisco, Red Hat and ChannelAdvisor. However, it is creating engaging customer experiences that she is most passionate about. As a consultant, she has worked with companies like Starbucks, HP, Macy’s and T-Mobile to help them craft their multi-channel customer experience strategy. Sheridan received her MA from Vanderbilt and her MBA from Tulane. In her spare time, she’s an avid skier and soccer mom.
|Identifying and Rewarding Your Most Valuable Customers
Head of Customer Insight
A highly experienced customer & marketing analytics professional, with over 20 years experience helping a number of blue chip organizations drive value from building a deeper understanding of their customers and prospects.
|A More Meaningful Measure for Customer Experience
Customer Experience is on every board agenda. However, most programmes seek to achieve their potential and often cost more than they deliver. Why is this? Measuring the wrong performance indicators is a key reason. Christopher will introduce EXQ (Experience Quality Performance), a more reliable measure for customer experience which accounts for 80% of CX profitability. Lexden work with Dr Professor Phil Klaus, the award winning academic and best-selling Amazon author behind EXQ.
Director & Customer Experience
He is a customer strategist with agency, client and consultancy experience working with companies across Europe mainly in financial services but as varied as utilities to hospitality. He has 20 years experience across several sectors and countries turning this philosophy in to a practice. Christopher demonstrates the practical application to businesses f adopting one of the world’s leading academics on CX measure for customer experience.
|Becoming a Customer-centric Organization
Lloyds Banking Group
Gael is a seasoned global leader in analytics and statistics with 10+ years of experience. He has a solid track record of combining a strong business sense with analytical expertise and result focus to deliver significant value. He has demonstrated his high adaptability thorough his career, having lead several multicultural and multifunctional teams across the world, directly and remotely in various industries (financial services, banking, e-commerce), in high growth and mature environments alike.
|Insights Driven Selling and Business Development
|Alex Kewley, CFA
Director, Client Insights & Solutions
|Closing Remarks by Forum Chairman
End of Day 1
|Opening Address by Forum Chairman
|Keynote Address: Taking the next step in Analytics – Measuring Customer Emotional Engagement
Customer Experience Foundation
Morris Pentel is a Customer Experience and Contact Strategy Designer and runs one of the most respected private Customer Experience and Contact Strategy consulting businesses in the world. Based in the UK he has a track record for successful work for some of the largest institutions and government organisations all over the world. He has delivered workshops over the last 18 months in 11 Countries and his designs influencing billions of the world’s Customer Experiences.
|Predicting Your Customer’s Next Move
Jamie Turner is the CEO and co-founder of PCA Predict, one of the leading providers of checkout optimisation tools. As the former CTO, Jamie has a considerable knowledge of how to develop a massively scalable SaaS platform which meets both the resilience and reliability requirements of the on-demand market. He also has significant experience on the subject of big data with over five billion queries hitting the PCA Predict platform each year.
|From Too-Late to Real-time Analytics in Financial Services
VP, Head of Product, Real Time Big Data Analytics
George is the Global Head of Product, Real-time Big Data Analytics at Barclays where he drives big data innovation and also focuses on emerging markets such as Africa. Being an engineer at heart and by education, George has launched data-driven, customer-centric products, combining big data product management with his background in digital innovation, design and customer experience. George is passionate about the start-up world of relentless disruption, and was part of the team that delivered the first-ever Accelerator programme for Barclays, in partnership with Techstars.
|Creating a Seamless Multi-Channel Experience for your Customer
Director of Commercial and Operations
Barbara is in charge of Customer Experience, Customer Operations, Customer Value Management, Products and Services Design, Digital and Social media. She has wide international experience in Italy, UK, USA, Spain, The Netherlands and a successful track record in managing culturally diverse organizations. She was awarded the “Merit and Talent” prize for women executives in 2014 and “Best Young Executive” in 2009.
|Big data and marketing analytics? Don’t try to measure marketing ROI
|Lucien van der Hoeven
Lucien van der Hoeven is MarketShare’s MD for Europe, Middle East and Africa (EMEA). Lucien brings a wealth of various industry background from his previous positions of Managing Director at global market research leader GfK and Board Member of Europanel (a Kantar World panel and GfK joint venture), where he guided sales operations and global account management implementation across Europe. One of his favorite “big data” projects was the “single source media efficiency panel”.
|Are you successfully engaging with your customers in a connected world?
UK Head of Customer Experience
Accomplished research analyst and subject matter expert focused on issues dealing with loyalty, customer experience, client satisfaction, as well as other key stakeholder areas such as employee engagement, internal service quality and corporate reputation.
|Optimizing and Analyzing the Digital & Social Channel of Today and Tomorrow
In a multichannel world, it is increasingly important for businesses to understand and link activity at all points of interaction, so that behaviour in one channel can be used to improve performance across the estate. The emergence of Big Data technology gives us the opportunity to achieve this by revealing the value in new data sources, which can not only deepen understanding but also directly enhance customer experience. In this session we will discuss how RBS has leveraged Big Data tools and techniques to unlock the power of unstructured data, and harness this to deliver improved experiences and new value streams, in digital channels and beyond.
Head of Big Data & Innovation
Royal Bank of Scotland
Co-creator of the SiteTagger tag management system (acquired by Signal in 2012) and an experienced leader in analytics, with a rare combination of advanced technical skills, strong commercial awareness and extensive experience of building teams, both onshore and offshore.
|Exploring the Internet of Things (IOT)
Head of Learning Data
|Leveraging Analytics to Create a Single Customer View and Optimize the Customer Experience Of The Brand
Customer Intelligence & Marketing Manager
Nicolas Deturck oversees all day-to-day digital, mobile and social media operations for Volkswagen. He is a Marketing Manager with solid experience in driving ideation, defining strategies, product communications and creative customer services, matched by a wide range of work and experience in print, web, interactive and social media.
|Closing Remarks from Forum Chairperson
End of Day 2
|Workshop A: Predictive Analytics: Forecasting your Business’ Future
He is the founder of L3 Analytics and his goal is to remove the barriers that prevent companies tapping into the incredible value they can get out of web analytics. He share his ideas in ideas on Digital Analytics around the world. I have keynoted and presented at Google Analytics User Conference Netherlands, eMetrics London & Chicago, Superweek Hungary and Marketing Festival Czech Republic among others.
|Workshop B: Data Visualization Workshop: How to Turn Data Into Customer Stories
Google Partner Academy Program Trainer and Speaker
Steen have been in the analytics game for more than 15 years and have been nominated as one of the world’s leading analysts by the Digital Analytics Association for the last 3 year running. He have shared his thoughts on the subject from Silicon Valley to Budapest and from Oslo to Barcelona for IIH Nordic, the agency he co-founded more than 10 year ago. With more than 55 employees, clients all across EMEA, and a nomination for Global Analytics Agency of the year IIH Nordic is a Scandinavian data-driven force to reckoned with.