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Similar to CIAE 15 Post Event Report - Final
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CIAE 15 Post Event Report - Final
- 1. 27th – 28th January 2015, London, UK Turning Big Data into Smart Data: Driving Change and Optimising Your Business Performance by Uncovering the Hidden Value of your Data independent Research Partner Post Event Report 2015 “Great group of attendees that led to great discussions both during the sessions and at the breaks/afterwards.” Head of Big Data & Insights, Google “Really good opportunity to exchange ideas / challenges with a powerful set of very senior (and extremely relevant) delegates, all engaged in a very strategic format.” Practice Manager - Telco and Media, Wipro "It was a very interesting and enlightening couple of days. A great chance to meet people in a similar position, with similar challenges, and to open up debates around the art of the possible." CDO, Santander UK Customer Insight & Analytics Exchange www.customerinsightexchange.com
- 2. www.customerinsightexchange.com | +44 (0) 207 368 9484 | exchangeinfo@iqpc.com 27th – 28th January 2015, London, UK Welcome 2015 was nominated the year of the customer with organisations focusing on providing the actionable data and insights to better manage the entire customer relationship across all channels. The Customer Insight and Analytics Exchange: Utilising Big Data once again connected 60 C-Level, Senior VPs, and Directors of Customer Insight, Big Data and Analytics. The Exchange is testament to an industry that is evolving more dynamically than ever. Retaining and ensuring positive experience of empowered customers requires continual technology innovation and improved customer insight. From the discussions it emerged that successful companies define a data strategy to support the customer insight vision. They serve empowered customers in the way they want to be served, not the way the company wants to serve them. But how do they then execute on those strategies and measure the impact? This report outlines the central themes that arose from discussing the challenges keeping senior customer insight and data analytics executives awake at night, and the industry trends that are driving the high levels of investment we are seeing across the broad technology and service provider landscape. Customer Insight & Analytics Exchange “(The) Exchange format is very different from events like NRF as it provides ideal combination of insight presentations and meaningful discussion between clients and consulting vendors.” Consulting Partner, Wipro
- 3. Industry Geography Responsibility 27th – 28th January 2015, London, UK Who Attended? Banking/Finance UK VP/ Director/ Head of Data Analytics VP/ Director/ Head of Customer Insight VP/ Director/ Head of Research and Business Development Director/ Head of CRM COO, CTO, CIO Director/ Head of Customer Experience Chief Data Officer 18% 69% 33% 33% 13% 7% 7% 4% 3% 8% 3% 3% 3% 2% 2% 2% 2% 2% 2% 1% 1% 18% 15% 8% 7% 5% 5% 5% 3% 3% 2% 2% 2% 2% 2% 2% 1% 1% Insurance E-Commerce FMCG NGO Oil & Gas Pharma Publishing Sports Research Retail Switzerland Telco Sweden Media Romania Technology Germany Healthcare Belgium Financial Services Budapest Ireland Italy Luxembourg Russia Saudi Arabia Scotland Utilities Tobacco Customer Insight & Analytics Exchange www.customerinsightexchange.com | +44 (0) 207 368 9484 | exchangeinfo@iqpc.com
- 4. 27th – 28th January 2015, London, UK Meet the 2015 Speakers Mike Ashton Managing Director ABCG Training & Consulting Rusty Warner Principal Analyst Forrester David Hayes Chief Data Officer Santander Stephane Pere Chief Data Officer The Economist Group Dene Jones Customer Director Shop Direct Crispin Rogers Director, Targeted Marketing Solutions Visa Mike Hyde Director of Business Insights Skype Michael de Halpert Head of European Customer Analytics & Decision Support eBay Tom Crawford Director, Sales and Marketing Consumer Intelligence Nokia Manu Kumar Head, Targeting, Optimization and Data Science Vodafone Brian Stewart Head of Insight British Gas Jason Foster Head of Big Data and Analytics Marks & Spencer Customer Insight & Analytics Exchange www.customerinsightexchange.com | +44 (0) 207 368 9484 | exchangeinfo@iqpc.com
- 5. 27th – 28th January 2015, London, UK Peggy Barthes – Streit Head of mData EE Klynn Alibocus Digital Strategy Manager AXA Wealth Iordanis Chatziprodromou Lead of Data Analytics - P&C Business Management SwissRe Daniel Adwall Strategic Project Manager Customer Insights SEB Rachel Lane Director of Voice of the Customer Analytics VERINT Mike Connaughton Big Data Director Oracle Nitesh Jain General Manager and Global Practice Head for Analytics and BI practice Wipro Steve Farr Product Marketing Professional Tibco Sachin Kumar Solutions Architect Evalueserve Luke Moor EMEA Head of Sales Crimson Hexagon Dónal Doyle Head of Big Data & Insight Google Lucien van der Hoeven Executive Vice President for EMEA MarketShare Customer Insight & Analytics Exchange www.customerinsightexchange.com | +44 (0) 207 368 9484 | exchangeinfo@iqpc.com Meet the 2015 Speakers
- 6. When it comes to filling your sales pipeline, it can be difficult to find the right prospects at the right point in their buying cycle. That’s where the Customer Insight and Analytics Exchange comes in… NEEDLE IN A HAYSTACK VsTraditional Event Exchange Model Finding a needle in a haystack £ £ £ Waiting around for the right prospect to find you in a sea of vendors Presentation, after presentation, after presentation... And you walk away with stacks of business cards but no real leads Your pick of the bunch Pre-arranged meetings with pre-qualified attendees you want to meet with & who want to meet with you! Closed door, engaged boardroom environment And you have follow up meetings secured for when you’re back in the office Now what do I do? 27th – 28th January 2015, London, UK Customer Insight & Analytics Exchange www.customerinsightexchange.com | +44 (0) 207 368 9484 | exchangeinfo@iqpc.com
- 7. Session Highlights & Key Themes 27th – 28th January 2015, London, UK DENE JONES, CUSTOMER DIRECTOR, SHOP DIRECT Working Smarter through Smarter Data: How Big Data Analytics can Translate into Smarter Shopping Experience Data analysis is influencing the future of the retail industry by enabling merchants to better understand their customers and serve them in highly personalized ways. In the age of online shopping, technology is continuously changing the future of retail, the way customers purchase products and what they expect from their favourite ecommerce retailer. During the Exchange Dene provided an insightful and enlightening contribution on how to bring creative and data-driven marketing and advertising together in order to deliver relevance to consumers, drive stronger sales and discover deeper insight into audiences. RUSTY WARNER, PRINCIPAL ANALYST, FORRESTER Contextualising Big Data Forrester defined Big Data as the practices and technologies that close the gap between the data available and the ability to turn that data into business insight. Rusty provided great examples of how embracing Big Data is something that companies must do to survive, since success in the age of the customer hinges on a brand’s ability to understand and address the expectations of the empowered consumer. Listen to his presentation or follow the link to download Rusty’s Q&A. MICHAEL DE HALPERT, HEAD OF EUROPEAN CUSTOMER ANALYTICS & DECISION SUPPORT, EBAY INC Beyond Customer Segmentation - Treating the Customer as an Individual Strategic market segmentation is a dynamic decision process that leads to improved allocation of resources for long run competitive advantage and more targeted brand building. Mike shared the importance of having a strong strategy and background infrastructure when analysing the customer segments created. It is not about the number of segments and CRM strategies but the way you analyse it. It’s not about doing more but about doing less! CLICKFOR AUDIO CLICKFOR AUDIO CLICKFOR AUDIO Customer Insight & Analytics Exchange www.customerinsightexchange.com | +44 (0) 207 368 9484 | exchangeinfo@iqpc.com
- 8. 27th – 28th January 2015, London, UK “Very interesting event...and useful to be able to meet people and suppliers that are relevant to my role.” Data & Insight Director, Auto Trader “Great event full of interesting insights and different perspectives that helped me get a new outlook on the issues we face in a journey towards delivering value to customers by exploiting data.” Head of Data innovation, Isban UK “Great networking opportunities combined with some really interesting presentations.” VP, Global ecommerce Data & Analytics, Worldpay “Thought provoking and very informative. A refreshing way to learn from both peers and suppliers in the Analytics space.” Head of CRM and Analytics, Standard Life “Great opportunity to meet likeminded people and share pain points and success stories. Lots of thinking time away from the office that has given we a focus on where we go next!” Head of MI & Insight, Talk Talk Hear What Your Peers Had to Say Customer Insight & Analytics Exchange www.customerinsightexchange.com | +44 (0) 207 368 9484 | exchangeinfo@iqpc.com “A useful event with some though provoking speakers.” Vice-President - Europe, Manthan
- 9. 27th – 28th January 2015, London, UK Investment Priorities 63% 63% 69% 72% 72% 75% 76% 78% 78% 92% Customer and Data Analytics Social Media Monitoring Text Analytics Data Quality Enhancement Social Insight and Analytics Online Customer Experience Data Mining Business Intelligence & Reporting Predictive Analytics Customer Segmentation Customer Insight & Analytics Exchange www.customerinsightexchange.com | +44 (0) 207 368 9484 | exchangeinfo@iqpc.com Before the Exchange, we asked our audience of senior insight and analytics leaders what they planned to invest in to help them drive more value for their organisation, and here are the results.
- 10. 27th – 28th January 2015, London, UK Investment Priorities WE ASKED OUR DELGATE AUDIENCE OF SENIOR INSIGHT & ANALYTICS LEADERS, WHY DO THEY GATHER AND ANALYSE CUSTOMER DATA WITHIN THEIR ORGANISATION? WHAT IS STOPPING YOU FROM INVESTING IN OR IMPLEMENTING THESE SERVICES OR SOLUTIONS? Scarcity of human resources working in analytics Technology budgets do not align well with business needs Lack of senior leadership understanding and buy in Silos across organisation Budget constraints Finding the right talent to hire Lack of data culture within the business To improve service/ customer experience 1 To improve customer retention and loyalty 2 To drive growth and get ahead of the competition 3 Legacy systems and mind- sets of decision makers Customer Insight & Analytics Exchange www.customerinsightexchange.com | +44 (0) 207 368 9484 | exchangeinfo@iqpc.com
- 11. See who sponsored the Exchange 27th – 28th January 2015, London, UK Customer Insight & Analytics Exchange www.customerinsightexchange.com | +44 (0) 207 368 9484 | exchangeinfo@iqpc.com
- 12. 2016 Exchange Portfolio Customer Management Exchange Network Customer Management Exchange Network DATE EXCHANGE LOCATION JANUARY UK FEBRUARY UK APRIL UK APRIL SWEDEN MAY USA MAY UK JUNE UK JULY UK SEPTEMBER EUROPE SEPTEMBER UK OCTOBER USA OCTOBER USA NOVEMBER EUROPE Executive Customer Contact Exchange Customer Experience Exchange for Telecoms Customer Experience ExchangeEurope Customer Insight & Analytics Exchange Customer Experience Exchangefor Retail Customer Experience Exchangefor Retail Digital Customer Experience Exchange Customer Experience Exchange for Travel & Hospitality www.customerinsightexchange.com | +44 (0) 207 368 9484 | exchangeinfo@iqpc.com