Programme

Day One - Monday 9th of March 2008

08.30 Registration and coffee

09.00 Chairpersons opening remarks

09.15 Speed networking session

09.30 Rebuild trust and maintain your bottom line to grow your market share within an industry faced with recession

• What can you do from the top down to build consumer trust and maintain existing revenue streams
• Planning for the future; what is the future of financial services when entering turbulent times?

Richard Jones, Scottish Widows

10.10 Harness online data to beat the crunch and execute targeted digital campaigns that are measurable and cost effective

• Get the best from digital to create agile campaigns that are quick to implement and measure
• Control cost to build board support and brand inertia
• Integrate digital to create a powerful multichannel message and generate new data builds at minimal cost

Reserved for a leading data authority

10.50 Morning coffee and networking in exhibition space

11.10  European case study - Mutual Trust:  Develop a secure client-service relationship in electronic banking by re-assessing risk, restructuring information management and redefining customer data accountability

• Establish criteria for developing and maintaining an appropriate level of customer/service provider mutual trust
• Assess changing risk levels in the consumer-focused environment: Fraud, ID theft, increasingly dangerous malicious code, consumer apathy
• Integrate means of facilitating customer-accepted accountability for personal data management within our ongoing targeted marketing campaigns and the information we provide to our customers
• Upcoming regulatory and disclosure related changes and how you can prepare for these within your own data management strategy

Norman Hoppé, Information risk subject matter expert, ING Group

11.50 Panel Session - Examine how to communicate the pivotal role of data when developing business strategy within the economic downturn

• Identify and discuss what the likely implications of government funding of financial services will be on customer base?
• Explore how to best manage your decision making process in a time of recession
• Discuss changing customer perception and how to build and maintain consumer trust

Panellists include:
Norman Hoppé, Information risk subject matter expert, ING Group

12.30 Networking lunch

13.30 Streamed clinic session 1
Personalise your itinerary by choosing one clinic from the two below. These clinics are subject to change. For an up-to-date schedule check continue to check this site.

Clinic A
Data governance – making your data behave

Colin Rickard, Managing Director of West & North Europe, Data Flux

Clinic B
Real-Time Marketing: Using Data to increase retention and profit across all customer interactions

14.30 Streamed clinic session 2
Personalise your itinerary by choosing one clinic from the two below. These clinics are subject to change. For an up-to-date schedule check continue to check this site.

Clinic C
Revisit segmentation to align your strategy with changing business objectives

Clinic D
Predicting a successful future; Strategic analysis and modelling to retain a competitive edge and real ROI

15.30
Afternoon tea and networking in exhibition space

15.50 An overview of how data protection practice will be evolving and changing in 2009

• How best to collect and share personal consumer information without increasing the publics’ pre-existing concerns over the use of their data
• Guidance on managing data in line with changing consumer behaviour and economic climate

Jonathan Holbrook, Head of Data Protection Practice (Private Sector), Information Commissioners Office
 
16.25 How Citi Bank have embedded TCF into their culture

• Gaining business support for the programme of change; getting buy-in to aligning the business around 1 number (Net Promoter Score)
• Making the tough decisions in order to reduce costs and minimize the surveying burden on customers, achieved through prioritisation and pragmatism
• Linking it all together to drive action  

Su-Ling Peck, Head of Consumer Insight, Egg

17.00 Closing remarks by chair

17.15 End of day one

Day Two  - Tuesday 10th of March 2008

08.30 Registration

09.00 Chair Person’s welcome back

09.15 Data Quality: What does it truly mean for your business and how can you communicate this clearly?

• Extract and measure the fundamental value of data to prove its role as the backbone of your business
• Communicate clearly to get board and management buy-in to release vital funds for profit building projects
• Establish data quality as a permanent fixture within your company’s overall marketing strategy to achieve long term data management objectives

John Halpin, Campaign Analytics Manager Strategy and Customer Management, Co-operative Financial Services

10.00 Value Segmentation: Develop new revenue streams by capitalising on profitable customers and measure performance across your portfolio

• Identify and target profitable customers through intelligent data modelling across the breadth of your product portfolio
• Measure and compare portfolio performance to generate new revenue streams
• Incorporate value segmentation and measurement tools into your everyday role to avoid scrutiny and drive validity for marketing spend

Francesco Vivarelli, Visa Consulting, Visa Europe

10.40 Morning coffee and networking in exhibition space

11.00 Streamed clinic session 2
Personalise your itinerary by choosing one clinic from the two below. These clinics are subject to change. For an up-to-date schedule check continue to check this site.

Clinic E
Enhance your personalised and targeted marketing campaigns through customer-centric analysis to guarantee efficient performance
 
Clinic F
Optimise your segmentation and maximise database value

12.00 Streamed clinic session 4
Personalise your itinerary by choosing one clinic from the two below. These clinics are subject to change. For an up-to-date schedule check continue to check this site.

Clinic G
Maximising profit and customer response rates through data Quality Auditing

Clinic H
Safeguarding your data to safeguard your market share 

13.00
Networking lunch

14.00 B2B Focus - Bupa offer a unique insight on how data has been pivotal in building their b2b strategy and increasing market share

• Implement core data management techniques for B2B marketing success
• Harness the synergies between B2B and B2C data strategy to build market share across every facet of your business
• Learning from B2B to succeed in B2C 

Jonathan Stagg, Senior Customer Insight Manager, BUPA Membership Marketing

14.40 Build value models to understand the present and predict the future value of your customers

• Understand the importance of identifying profitable customers through intelligent data modelling
• Incorporate value segmentation into your everyday data strategy to identify and grow your profitable consumer base through multi channel single customer view point marketing campaigns
• Explore the data strategy synergies between loyalty management and customer retention to build long term brand affinity and your bottom line

Alex McDougal, Customer Insight Manager, Newcastle Building Society

15.20 Closing remarks from the chair

15.30 End of summit