Customer Insight 2010
The UK's Definitive Telecoms Customer Insight Event24th March 2010 08:50AM
Address
The Carlton Tower, On Cadogan Place
SW1X 4PY
London
United Kingdom
Owner: Ben Crangle
This is a public event.
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The Agenda
08:50 Chairman’s Welcome
Welcoming remarks from the Chairman.
09:00 Keynote - Know Your Customer!
Graham Webster, Director, Customer Experience, Telefonica
09:25 Blind Data?
Introducing vision to blind data; how can it really work for you?
Warehouses. Silos. Things for storing things in on an industrial scale.
When discussing our customers (our most valuable asset), we use
words like cherish, excite, involve, understand. How can the contents
of a silo ultimately lead to cherishment and excitement? Is it realistic
to expect to gain a single view of the customer from often disparate
sources and, if so, then how? How can we analyse the masses of
data we have at our fingertips to ultimately improve our customer
knowledge and drive business forward?
Andy Hawkins, CRM Director, BT Retail
Tim Wragg, Managing Director, Millward Brown
Senior Executive, TBC, Informatica
10:10 Solution Viewpoint Part I
Central to industry innovation are the vendors who supply cutting-edge
products, services and solutions. In the first of these 10-minute slots,
we give the floor to a leading vendor and ask for their outlook.
Jon O'Donnell, Business Analytics Lead, IBM
10:20 Networking Brunch
Get to know your fellow delegates over coffee and bacon butties. The
brunch break takes place in a room adjacent to the main conference
area.
10:50 Industry Perspective: Barclaycard
What can we learn from industries outside our own?
We pick the brains of a senior customer insight leader from a major
industry outside telecoms. What are the challenges they face in
knowing their customers, what do they do well, and how could they
improve?
Stephen Whitehouse, Director, Strategy, Insight & Business Development, Barclaycard
11:15 Solution Viewpoint Part II
Central to industry innovation are the vendors who supply cutting-edge
products, services and solutions. In the second of these 10-minute
slots, we give the floor to a leading vendor and ask for their outlook.
Thomas Erskine, Director, Industry Marketing, Communications & Utilities, Pegasystems
11:25 Take Care In The Community
The customer’s Web 2.0 voice is getting louder, but can you
hear it?
Vox pops. Focus groups. Surveys. All tools we’ve used for years to
glean valuable customer feedback; us asking our customers what
they think. But they are increasingly letting us know what they think,
unprompted by us. Social and business networking, blogging and
twittering generate prodigious amounts of customer opinion, and it’s
all out there for us to observe and involve oursleves in to increase the
intimacy of our customer knowledge. What is the smart business doing
to harness the changing customer community, and ensure they keep
pace? And do online communities and discussion groups give us access
to the authentic voice of the customer?
Mark Drasutis, Senior Director, Media Products, Yahoo!
Graeme Ford, Head of Customer Insight, Phones 4u
Mark Ledder, Head of Online Advertising Business Analysis, Orange
12:10 Solution Viewpoint Part III
Central to industry innovation are the vendors who supply cutting-edge
products, services and solutions. In the third of these 10-minute slots,
we give the floor to a leading vendor and ask for their outlook.
Brendan Cooling, Head of Client Development, ATG
12:20 Networking Light Lunch
Mingle over a light buffet lunch. Refuel and stay lively for the afternoon
session. We’ll finish the summit with afternoon tea, so won’t be loading
you with heavy stuff to put you to sleep!
13:10 Knowledge>Loyalty>Advocacy
How understanding your customer better translates into
business success
With customer centricity as your mantra, keeping the customer as
the focal point of your research, analysis, product development and
execution is the key to promoting loyalty and, furthermore, advocacy.
It’s this, not differentiation in network and service, that will ultimately
deliver commercial success. How can we ensure that research delivers
ROI, that our segmentation strategies have sound bases, and that our
organisations strive towards loyalty and truly deep customer insight?
Niall Anderson, Chief Marketing Officer, Global Crossing
Nick Bonney, Market Insight Director, Orange
Margaret Burke, Consumer Champion Director, 3
Sean Canning, UK Operations Director, Firstsource
13:55 Solution Viewpoint Part IV
Central to industry innovation are the vendors who supply cutting-edge
products, services and solutions. In the fourth of these 10-minute
slots, we give the floor to a leading vendor and ask for their outlook.
Paul Adams, Marketing & Solutions, Alcatel-Lucent
14:05 Industry Perspective Interview: Whitbread
What can we learn from industries outside our own?
We pick the brains of a senior customer insight leader from a major
industry outside telecoms. What are the challenges they face in
knowing their customers, what do they do well, and how could they
improve?
Andrew Gammage, Head of Quality & Guest Insight, Whitbread Hotels & Restaurants
14:30 Brand & Deliver!
Taking deep insight right to the front line
Sound marketing strategy and execution are paramount. Your brand
and marketing messaging and planning must demonstrate a true
understanding of the customer, and ultimately tell them what they
want to hear and deliver what they want to get. How does the effective
marketer ensure that analysis and research tools and results are used
to their maximum, and that the customer insight culture within the
organisation translates into tangible results?
Lysa Hardy, Head of Brand & Communications, T-Mobile
Jonathan Brown, Marketing Director, Interoute
D’Arcy Rossiter, Director, Consumer Insights, TalkTalk
15:15 Closing Keynote - Nectar
One of the world’s leading insight/loyalty brands shares their views with us, ending the conference proceedings on a high note.
Will Shuckburgh, Business Development Director, Nectar
15:35 Networking Afternoon Tea
Network with fellow delegates and speakers over afternoon tea,
rendered somewhat less traditional by the availability of alcoholic
beverages. End your day on a civilised note!
08:50 Chairman’s Welcome
Welcoming remarks from the Chairman.
09:00 Keynote - Know Your Customer!
Graham Webster, Director, Customer Experience, Telefonica
09:25 Blind Data?
Introducing vision to blind data; how can it really work for you?
Warehouses. Silos. Things for storing things in on an industrial scale.
When discussing our customers (our most valuable asset), we use
words like cherish, excite, involve, understand. How can the contents
of a silo ultimately lead to cherishment and excitement? Is it realistic
to expect to gain a single view of the customer from often disparate
sources and, if so, then how? How can we analyse the masses of
data we have at our fingertips to ultimately improve our customer
knowledge and drive business forward?
Andy Hawkins, CRM Director, BT Retail
Tim Wragg, Managing Director, Millward Brown
Senior Executive, TBC, Informatica
10:10 Solution Viewpoint Part I
Central to industry innovation are the vendors who supply cutting-edge
products, services and solutions. In the first of these 10-minute slots,
we give the floor to a leading vendor and ask for their outlook.
Jon O'Donnell, Business Analytics Lead, IBM
10:20 Networking Brunch
Get to know your fellow delegates over coffee and bacon butties. The
brunch break takes place in a room adjacent to the main conference
area.
10:50 Industry Perspective: Barclaycard
What can we learn from industries outside our own?
We pick the brains of a senior customer insight leader from a major
industry outside telecoms. What are the challenges they face in
knowing their customers, what do they do well, and how could they
improve?
Stephen Whitehouse, Director, Strategy, Insight & Business Development, Barclaycard
11:15 Solution Viewpoint Part II
Central to industry innovation are the vendors who supply cutting-edge
products, services and solutions. In the second of these 10-minute
slots, we give the floor to a leading vendor and ask for their outlook.
Thomas Erskine, Director, Industry Marketing, Communications & Utilities, Pegasystems
11:25 Take Care In The Community
The customer’s Web 2.0 voice is getting louder, but can you
hear it?
Vox pops. Focus groups. Surveys. All tools we’ve used for years to
glean valuable customer feedback; us asking our customers what
they think. But they are increasingly letting us know what they think,
unprompted by us. Social and business networking, blogging and
twittering generate prodigious amounts of customer opinion, and it’s
all out there for us to observe and involve oursleves in to increase the
intimacy of our customer knowledge. What is the smart business doing
to harness the changing customer community, and ensure they keep
pace? And do online communities and discussion groups give us access
to the authentic voice of the customer?
Mark Drasutis, Senior Director, Media Products, Yahoo!
Graeme Ford, Head of Customer Insight, Phones 4u
Mark Ledder, Head of Online Advertising Business Analysis, Orange
12:10 Solution Viewpoint Part III
Central to industry innovation are the vendors who supply cutting-edge
products, services and solutions. In the third of these 10-minute slots,
we give the floor to a leading vendor and ask for their outlook.
Brendan Cooling, Head of Client Development, ATG
12:20 Networking Light Lunch
Mingle over a light buffet lunch. Refuel and stay lively for the afternoon
session. We’ll finish the summit with afternoon tea, so won’t be loading
you with heavy stuff to put you to sleep!
13:10 Knowledge>Loyalty>Advocacy
How understanding your customer better translates into
business success
With customer centricity as your mantra, keeping the customer as
the focal point of your research, analysis, product development and
execution is the key to promoting loyalty and, furthermore, advocacy.
It’s this, not differentiation in network and service, that will ultimately
deliver commercial success. How can we ensure that research delivers
ROI, that our segmentation strategies have sound bases, and that our
organisations strive towards loyalty and truly deep customer insight?
Niall Anderson, Chief Marketing Officer, Global Crossing
Nick Bonney, Market Insight Director, Orange
Margaret Burke, Consumer Champion Director, 3
Sean Canning, UK Operations Director, Firstsource
13:55 Solution Viewpoint Part IV
Central to industry innovation are the vendors who supply cutting-edge
products, services and solutions. In the fourth of these 10-minute
slots, we give the floor to a leading vendor and ask for their outlook.
Paul Adams, Marketing & Solutions, Alcatel-Lucent
14:05 Industry Perspective Interview: Whitbread
What can we learn from industries outside our own?
We pick the brains of a senior customer insight leader from a major
industry outside telecoms. What are the challenges they face in
knowing their customers, what do they do well, and how could they
improve?
Andrew Gammage, Head of Quality & Guest Insight, Whitbread Hotels & Restaurants
14:30 Brand & Deliver!
Taking deep insight right to the front line
Sound marketing strategy and execution are paramount. Your brand
and marketing messaging and planning must demonstrate a true
understanding of the customer, and ultimately tell them what they
want to hear and deliver what they want to get. How does the effective
marketer ensure that analysis and research tools and results are used
to their maximum, and that the customer insight culture within the
organisation translates into tangible results?
Lysa Hardy, Head of Brand & Communications, T-Mobile
Jonathan Brown, Marketing Director, Interoute
D’Arcy Rossiter, Director, Consumer Insights, TalkTalk
15:15 Closing Keynote - Nectar
One of the world’s leading insight/loyalty brands shares their views with us, ending the conference proceedings on a high note.
Will Shuckburgh, Business Development Director, Nectar
15:35 Networking Afternoon Tea
Network with fellow delegates and speakers over afternoon tea,
rendered somewhat less traditional by the availability of alcoholic
beverages. End your day on a civilised note!
