Forum Highlights

The Customer Analytics, Insights and Experience Forum 2016 will address how customer data can be effectively transformed into valuable customer insights that drive smart business decisions. Ultimately, this will increase positive customer engagement and enhance overall customer experience.

A sell-out success in its previous run, this forum is expected to be one of the largest congregation of customer success thought leaders in Europe this year. You will hear from those at the forefront of customer analytics on strategies to increase customer retention, purchase and consequently, customer lifetime value. You will also gain cutting-edge insights on how using real-time analytics and predictive analytics can transform your organization into an agile one that stays ahead of its customers.

1. Evolve: Grasp opportunities and overcome challenges of data proliferation and customer empowerment in today’s digital world
2. Prioritize: Identify and focus on your most valuable customers to provide targeted customer and marketing strategies
3. Anticipate: Cater to the latest customer needs and wants and gain competitive advantage in the industry
4. Personalize: Drive products and services initiatives from a personalized customer perspective
5. Engage: Listen to valuable customer feedback to boost customer engagement across all business units
6. Advocate: Utilize the NPS and turn your customers into true brand advocates

DAY 1: TUESDAY, 16 FEBRUARY 2016

• Building a positive NPS: Identifying and Rewarding your most profitable customers
• Personalizing your customer offerings through segmentation
• Customer Journey Mapping: Charting critical touch points of your customers’ lifecycle
• Fuel your business profitability with capable data analytics team
• Becoming a customer-centric organization: What does it look like?

DAY 2: WEDNESDAY, 17 FEBRUARY 2016

• Predicting your customer’s next move
• Baraclays using real time analytics for better and faster business decision-making
• Capturing Voice of Customer: The truth behind complaints
• Optimizing the digital and social channel of today and tomorrow for customer engagement
• Obtaining a single customer view for a seamless customer experience

POST-FORUM WORKSHOPS:

THURSDAY, 18 FEBRUARY 2016

• Predictive Analytics: Forecasting your Business’ Future
• Data Visualization Workshop: How to Turn Data into Customer Stories