The document discusses two topics. The first topic discusses combining customer satisfaction data and operational reports to gain insights into customer needs and motivations to help create business strategies. The second topic discusses how Nedbank utilized data science to integrate business units, break down silos, and help achieve key performance indicators by empowering units to work together.

1. 15 March 2017

2. Topic 1: Creating strategies by
combining customer needs and your
existing data
Derek Martin, Principal Consultant, BSG
© BSG. All rights reserved CONSULTING | TECHNOLOGY
What do you know about your customers' satisfaction scores and do you have an understanding of their
motivations? How are you using the data you already have, such as operational reports and insight into the
future?
We have found value in combining an understanding of customers, with insights gained from data that is
already available in your business but is going untapped. Planning the future of the business becomes
possible when you understand the customer and can find the data to support the intended direction.

3. Topic 2: Utilising data science to achieve
group KPIs through empowered
business unit integration
Trinesha Reddy, Head: Strategy & Analytics and Pedro Rhode,
Executive: Sales & Service Effectiveness, Nedbank Integrated
Channels
© BSG. All rights reserved CONSULTING | TECHNOLOGY
Nedbank will be sharing how they enhanced customer experience through the practical application of data
science to integrate their business units and break down internal silos.