Customer Intelligence Day - Monday, 19th March 2012

last modified: 15 March '12

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9.15am

Chairperson’s opening remarks

Herr Patrik Rosar

Patrik Rosar, born in Saarbrücken, leads the Consulting business at Emnos GmbH. Before joining Emnos, Rosar was Head of Consulting at Bertelsmann arvato, Europe’s leading outsourcing provider for data management, customer care and CRM. He has also...

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› Herr Patrik Rosar, Director Consulting, emnos GmbH

KNOWING YOUR CUSTOMER

9.25am

Using ‘Next Generation’ intelligence to plan your Customer Strategy

Herr Ansgar Schneider

Ansgar Schneider is responsible for all Emnos Products since November 2010. Before that, Ansgar worked as Director Business Consulting at Emnos’ sister company Payback, Germanys most successful loyalty program. Ansgar Schneider is Master of Business ...

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Examining the new intuitive tools and applications to help you build an end-to-end BI environment
How do you create new fact-based information about customers and apply it to your business?
Examining the fundamentals of data capture and data processing
Customer insight – the key to driving CRM. What key information should you extract from your database - What’s essential? What are the real metrics?
Understanding how to navigate through your data and use insight and inspiration to improve your customer strategy
Technology platform solutions – how is insight being used to improve the efficiency of business intelligence, business processes and business performance? (e.g. logistics, store selection, merchandising, category management)

› Herr Ansgar Schneider, Director Product Management, emnos GmbH

THE POWER & PROMISE OF ‘BIG DATA’

10am

Leveraging ‘exploratory analytics’ and the key emerging trends in Big Data

Using innovative techniques in exploratory analytics to seek out new trends in your customer data
What’s the practical approach to identifying and overcoming key obstacles?
Using smart analytics to trigger new ideas in data analysis
The emergence of ‘in memory’ analytics – powerful technology to assist you in data exploration without limitations
New insights: how to conduct complex analysis and really manage retention

› Herr Heiko Güthenke, Director Sales Readiness & Business Operations DACH, Monster Worldwide Deutschland GmbH

10.35am

Morning refreshments & networking

11.05am

Master Data Management: the ultimate approach to sourcing in-depth customer intelligence

Understanding why the ‘single customer view’ starts with master data management
Learning how MDM can support your customer strategy and help you create a true SCV through the development of business and decision-making processes, and enhanced customer insight
Examining the emerging trends and opportunities in MDM

› Herr Arne Erichsen, Director of Market Management Germany, Expedia® Partner Services Group

11.40am

What are the changes in customer relationships — the reality of the new customer

• The increasing fragmentation of customer behaviour
• The longing to be seen as an individual and for a private
sphere
• Relationships always and everywhere
• Marketing and CRM as a service to the customer

› Herr Martin Nitsche, Vizepräsident, Deutscher Dialogmarketing Verband

CREATING THE TRUE ‘SINGLE CUSTOMER VIEW’

12.15pm

Networking Lunch

1.30pm

Marketing meets Psychology. The Growing Power of Applied Behavioural Economics in marketing

Mr David Oliver

David has experience of marketing leadership across industries as diverse as the motor industry with Volkswagen, cable TV and telecoms with Nynex, utilities with British Gas, financial services with Goldfish credit card, travel with Hertz Europe and ...

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Applying psychology to understand how consumers make decisions
The Endowment effect - how we over-value what belongs to us
Using gain-loss theory to benefit your business
Why we appreciate something more when we earn it
‘The Ikea effect’ – valuing something more when we help to create it

› Mr David Oliver, CRM Director Emerging Markets EMEA, Viasat Broadcasting

2.05pm

Voice of the Customer: how to achieve a complete 360° customer view

What are the latest channels for capturing customer expectations, preferences and aversions?
Multi-channel engagement: how do you get true visibility over the various buying methods customers use?
What are the practicalities and pitfalls in marrying your historical data – transactional, demographic, etc - with VOC data?
Bridging departmental silos to create a single database that captures customer preferences and transactions across channels
Leveraging business intelligence and customer analytics to determine which items customers are most loyal to, channel by channel
How to unify infrastructure around customer engagement data
How to standardize the view that the customer gets of your business across all channels

› Herr Ulrich Hirtreiter, Leiter analytisches B2B Marketing, Immobilien Scout GmbH

2.40pm

Panel discussion: Creating a cross-channel communication strategy for the customer

Moderator:

Herr Patrik Rosar

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Contact strategy – how to maximize the use and knowledge of your customer base to optimize communication
Learning how to keep the customer at the centre of what you do as opposed to the channels used
Understanding which methods can be employed to really personalize customer communication
How to determine when and how to communicate with your customer