Customer week 2013

Conference
Paris
23 to 25 April 2013

Shrink all

Monday 22 April 2013


Tuesday 23 April 2013

08.15
Welcome coffee and registration
Welcome coffee and registration
Welcome coffee and registration
Welcome coffee and registration
09.00
Plenary session 1.AB - The big customer re-think
Plenary session 1.AB - The big customer re-think
Plenary session 1.AB - The big customer re-think
Macroforces and trends shaping the world of 2020
09:00 - 09:30
Tom LaForge
The Coca-Cola Company
Global Director of Human and Cultural Insights
USA
- Collective shift: competing together
- Business will change and civil society will lead the way
- What does this all mean for your company?
- New skills business leaders need to thrive
Looking at the world of retail banking through the eyes of your customers
09:30 - 10:00
- Understanding how customers see banks: the long term view
- Capturing "the voice of the customer": reactive vs. proactive
- Social media and digital engagement in financial services
- Data capture as part of business decisions and marketing strategy
Using big data to hear the true voice of the customer
10:00 - 10:30
- Successfully navigating your way through data overload towards better business decisions
- How does volume drown out the substance?
- Learning to ask the right questions at the right time
- Finding the critical data point that focuses decisions to drive growth
Questions & answers
10:30 - 10:45
Plenary session 1.AB - The big customer re-think
Macroforces and trends shaping the world of 2020
09:00 - 09:30
Tom LaForge
The Coca-Cola Company
Global Director of Human and Cultural Insights
USA
- Collective shift: competing together
- Business will change and civil society will lead the way
- What does this all mean for your company?
- New skills business leaders need to thrive
Looking at the world of retail banking through the eyes of your customers
09:30 - 10:00
- Understanding how customers see banks: the long term view
- Capturing "the voice of the customer": reactive vs. proactive
- Social media and digital engagement in financial services
- Data capture as part of business decisions and marketing strategy
Using big data to hear the true voice of the customer
10:00 - 10:30
- Successfully navigating your way through data overload towards better business decisions
- How does volume drown out the substance?
- Learning to ask the right questions at the right time
- Finding the critical data point that focuses decisions to drive growth
Questions & answers
10:30 - 10:45
10.45
Break
Break
Break
Break
11.15
2.A - New customer relationships and engagement in a changing world
2.B - Fresh approaches to delivering customer satisfaction: making banking fun
2.A - New customer relationships and engagement in a changing world
Listening to the voice of the customer and building new financial relationships
11:15 - 11:45
Monique Goyens
BEUC - Bureau Européen des Unions de Consommateurs
Director General
Belgium
- Understanding the cradle to grave relationship consumers have with banks
- What needs to change? Switching mindsets beyond marketing campaigns
- The way forward: from staff training to bank account portability
BBVA’s customer-centric strategy: using technology and innovation to ascertain the customer’s needs
11:45 - 12:15
Hugo Nájera
BBVA Bancomer
Head of Digital Banking
Mexico
- The use of innovation and technology to ascertain the customer’s needs and wishes
- Building relevant offers embedded in unique experiences
- A business model focused on bringing the bank closer to customers
- Innovation as a lever for economic growth and a better future for consumers
Understanding and engaging customers in real time
12:15 - 12:45
- Harnessing all customer interaction to gain a better understanding of customers and drive up-sell opportunities
- Giving marketers a 360° view of individual customers
- Predictive analytics and real-time customer information
- Optimising customer interactions to drive incremental sales
Questions & answers
12:45 - 13:00
2.B - Fresh approaches to delivering customer satisfaction: making banking fun
Listening to the voice of the customer and building new financial relationships
11:15 - 11:45
Monique Goyens
BEUC - Bureau Européen des Unions de Consommateurs
Director General
Belgium
- Understanding the cradle to grave relationship consumers have with banks
- What needs to change? Switching mindsets beyond marketing campaigns
- The way forward: from staff training to bank account portability
Why banking is boring for your customers... and how to change it
11:45 - 12:15
Jaspar Roos
Chief Humor Officer
Chief Enthusiasm Officer
Netherlands
- Who is the future consumer?
- Humour: the major currency in financial commerce
- Should you have a 'Chief Humour Officer' and what should his/her role be?
- Practical steps for change
The first bank you like: building a uniquely customer-centric bank
12:15 - 12:45
Jakub Petrina
Air Bank
Chief Marketing Officer
Czech Republic
- Selling products that customers understand
- Charging prices that customers remember
- Airing advertising that people like
- Communicating honestly, openly and ahead of time
Questions & answers
12:45 - 13:00
13.00
Lunch
Lunch
Lunch
Lunch
14.15
3.B - Managing the transition and containing its costs
3.A - Gaining a better understanding of the real customer experience
3.B - Managing the transition and containing its costs
Juggling multiple priorities: restructuring the business vs. satisfying customer expectations
14:15 - 14:45
- Streamlining the business to improve both efficiency and customer satisfaction
- Regulation and compliance – an opportunity as well as a challenge
- How changing customer requirements can help refocus the business
- Identifying key areas for investment: aligning ROI with customer satisfaction
Change management: changing our behaviour to deliver customer promises
14:45 - 15:15
Devi Doerga Misier
Rabobank
Strategic Change and Implementation Manager
Netherlands
- Why customer promises?
- How to co-create concrete customer promises?
- What is necessary to deliver our promises?
Balancing customer and shareholder expectations to deliver true value
15:15 - 15:45
Sonja van Vliet
Absa Bank
Head of Customer Centre of Excellence
South Africa
- Leading a consumer and customer obsessed business
- Ensuring the right governance between business units while achieving better customer value
- Creating a full P/L accountability for consumers
Questions & answers
15:45 - 16:00
3.A - Gaining a better understanding of the real customer experience
Study presentation: World Retail Banking Report
14:15 - 14:45
‘Voice of the customer’ survey and ‘customer experience index’:
- The increasing importance of customer centricity in banking
- Which channels are contributing most to customer experiences?
- How to keep the balance between traditional, mobile and online for social media
- Key research findings: global customer surveys and over 100 in-depth executive interviews
The ageing population: customer demographic changes and new customer needs
14:45 - 15:15
Marco Scarrico
Vodafone Italia
Head of Mobile Data & Terminals
Italy
- Analysis of market mega trends: population ageing
- Impact of population ageing: new customer needs
- New solutions for older customers: insurance vehicles combining life-long payment and “protected” capital
Panel discussion
15:15 - 15:45
Questions & answers
15:45 - 16:00
16.00
Break
Break
Break
Break
16.30
4.B - Re-building trust and brand equity
4.A - Next generation big data
4.B - Re-building trust and brand equity
Building trust during the crisis: a case study
16:30 - 17:00
Christian de La Villehuchet
Havas Wordwide
Director of the Global Creative Council
Belgium
- Banks are in the middle of a consumer trust crisis
- How to re-build a real relationship of trust with customers
- A case study from ING Belgium
. Reviewing the business model
. Direct and transparent communication
. An intensive relationship programme
. Marketing lessons
Turning customer complaints into new opportunities
17:00 - 17:30
Hans Tops
bpost
Sr. Manager Sales Development Retail Network
Belgium
- Develop a contact center culture
- A tailored coaching programme for CC agents
- Change management
- Don’t wait for the customer to complain
How to be an individual: developing a brand of trust in an industry that lacks it
17:30 - 18:00
Tim Pannell
Financial Marketing Solutions
President/CEO
USA
- Separating your brand from the overall financial industry brand. Be an individual.
- Learn how to be relevant in an ever-changing marketplace. Be relevant.
- How to listen and hear what is important to the marketplace. Be adaptable.
- How to communicate your brand message so that it is believable and trustworthy. Be trustworthy.
Questions & answers
18:00 - 18:15
4.A - Next generation big data
Customer engagement and data: how to integrate your data set into your communications strategy
16:30 - 17:00
Kaushik Ghate
HDFC Bank
Sr Vice President and Head Customer Analytics and Data Sciences
India
- ‘Big data’ - increasing volumes and ROI
- Managing data across multichannels, products and customers
- Integrating your data set into your communication strategy
Making smarter decisions without drowning in information
17:00 - 17:30
- Making smarter decisions without drowning in information
- Learning how to create value simply and quickly
- What are the 7 Essential Questions you need to ask to enhance your decisions
- How to separate the 'signal' from the noise
- Find the data you need and how to limit the data your gather
Questions & answers
17:30 - 18:00
18.15
End of day 1 - Networking & cocktails
End of day 1 - Networking & cocktails
End of day 1 - Networking & cocktails
End of day 1 - Networking & cocktails

Wednesday 24 April 2013

08.15
Welcome coffee & registration
Welcome coffee & registration
Welcome coffee & registration
Welcome coffee & registration
09.00
5.A - International leadership to drive future customer strategies
5.B - Engaging with the ‘always connected’ multichannel digital customer
5.A - International leadership to drive future customer strategies
THE BIG CUSTOMER DEBATE Creating the customer bank of the future across 360 touchpoints
09:00 - 10:00
François Duchesne
Desjardins
Director Strategy & Innovation
Canada
- Connecting to customers across the ‘Always On’ omni-channel world
- Planning for growth and delivering a consistent customer experience
- Building multichannel customer engagement
- Integrate cross-channel satisfaction and repeat sales
- Choose the right partnerships to enhance your multichannel proposition
- Social media vs. branch optimisation: the biggest debate in multichannel retail
- Mobile and tablet apps: building the case for ROI
How can financial services design for simplicity?
10:00 - 10:30
Jin Zwicky
OCBC
Vice President, Experience Design
Singapore
- Connecting to customers across the ‘Always On’ omni-channel world
- Planning for growth and delivering a consistent customer experience
- Building multichannel customer engagement
- Integrate cross-channel satisfaction and repeat sales
- Choose the right partnerships to enhance your multichannel proposition
- Social media vs. branch optimisation: the biggest debate in multichannel retail
- Mobile and tablet apps: building the case for ROI
Questions & answers
10:30 - 10:45
5.B - Engaging with the ‘always connected’ multichannel digital customer
Improved customer satisfaction: a virtual contact centre using branch and mobile colleagues excess capacity
09:00 - 09:30
Michael Whitfield
BankWest
Head of Workforce Planning
Australia
- Call management: flying in the face of traditional thinking to maximise customer satisfaction
- Creating a national virtual contact centre using Store and Mobile lending colleagues
- Customer satisfaction for telephone sales: measuring the improvement
- Traditional call centre agents vs. experienced specialists
- Matching sales to the new call management model
Developing new digital customer experiences for growing the business and gaining market share
09:30 - 10:00
Georgios Kolovos
PayPal
Director Strategic Partnerships
United Kingdom
- The impact of digital and social media on all aspects of life has been undeniably profound
- Discovering what role digital should play in the overall business strategy
- Identifying what skills and capability we need to leverage digital and social media to help fuel growth
- Learning how GE Capital has evolved its marketing and customer engagement activities
Delivering a social value proposition: facilitating effective consumer networks in the current digital landscape
10:00 - 10:30
Merav Spektorovsky-Sasson
Bank Hapoalim
Head of Direct Banking
Israel
- Empowering customers - Introducing PFM (Personal Financial Management) tools
- The wisdom of the crowd comes to banking - Social PFM – Shifting power to the community
- When technological platforms meet social networks – Creating a new language
- Looking ahead - New boundaries between the public and private domains in the world of finance
Questions & answers
10:30 - 10:45
10.45
Break
Break
Break
Break
11.15
6.A - Making loyalty the key driver to grow your customer base
6.B - Personalisation: preparing for CRM in the future
6.A - Making loyalty the key driver to grow your customer base
Making loyalty the key focus: aligning people, processes and technology to delight the customer
11:15 - 11:45
- How is customer satisfaction different from loyalty
- Linking poor customer service with customer defection
- Aligning new customer channels and technology with key internal teams
- Managing the transition whilst maintaining satisfaction
- New loyalty, new customer service in the future
Managing digital relations: online customer engagement and loyalty
11:45 - 12:15
Thomas Heilskov
Danske Bank
Head of PR and Online Media, Group Communications
Denmark
- How Danske Bank uses social media to build stronger customer relations online
- How to provide customer service online and how to manage a social media crisis
- How to engage customers in the bank’s new corporate strategy
Using transactional innovations to drive loyalty and connect with the customer’s need for convenience
12:15 - 12:45
Laura Furlan
BancoPosta
Head of Affluent
Italy
Questions & answers
12:45 - 13:00
6.B - Personalisation: preparing for CRM in the future
Pricing and personalisation: harnessing CRM data for pricing and product innovation
11:15 - 11:45
- Acquisition and application of customer data
- Finding the optimal middle ground between personalization and privacy
- Pricing strategies: harnessing big data for greater transparency
- Linking CRM and product strategies
X-sell, UP-sell, retention: where to invest for the future?
11:45 - 12:15
Filip Vítek
Prima Banka

Slovakia (Slovak Republic)
- Beyond the implementation of traditional cross-sell procedures: finding value beyond propensities to buy
- What new ways of selecting and contacting customers are emerging in banking/insurance?
- Examples of new procedures that extract more hits for traditional X-sell campaigns
- What unconventional parameters can be used in modelling a customer’s purchasing behaviour?
Internally matching the dynamics of a new environment and customer needs
12:15 - 12:45
Attila Kezdody
MKB Bank
Data Asset Management and CRM Director
Hungary
- Running full analytical profiling and segmentation - starting with the consumer
- Using analytical insights to produce the '7P' for each segment
- Enhancing channel capability for Netbank and email as a sales channel
- Re-shaping the whole company from product driven silos to customer-value based
Questions & answers
12:45 - 13:00
13.00
Lunch
Lunch
Lunch
Lunch
14.15
7.A - Product pricing strategies
7.B - Leveraging technology to gain better customer insights
7.A - Product pricing strategies
Study presentation: Pricing in retail banking
14:15 - 15:15
Stefano Invernizzi
Oliver Wyman
Principal
United Kingdom
Creating a whole picture across the business:
- The organisational angle: what is a pricing unit?
- The governance perspective: centralise or decentralise?
- The methodological approach: how to segment properly?
- The sales point of view: supporting and incentive tools and schemes

3 case studies: pricing at segmentation level, incentives and performance, pricing disciplines central vs. local:
- Case study 1: Pricing at segmentation level: Belgian Bank
- Case study 2: Incentives and performance: Spanish Bank
- Case study 3: Pricing discipline (central vs. local pricing): South African Bank
A dynamic pricing model based on customer loyalty and profitability
15:15 - 15:45
Serkan Mertayak
Isbank
Unit Manager, Retail Banking Product Division
Turkey
- Using pricing models as an efficient instrument for branches
- Implementing a branch's deposit position parameter calculation
- Calculating a customer’s life time value
- Base interest rates and recommending pricing strategies
Questions & answers
15:45 - 16:00
7.B - Leveraging technology to gain better customer insights
Study presentation: World Retail Banking Report
14:15 - 14:45
Reconnecting with technology for greater customer intimacy:
- The key findings from the World Retail Banking Report 2013
- Pinpointing the underlying reasons for deteriorating customer retention rates
- How to re-establish a more customer-centric bank
- Using the analysis of five key capabilities that are essential to a Customer-Bank relationship
- Insights from industry best practices and leading banker case studies
Understanding and acting on customer insight in real-time
14:45 - 15:15
Beyza Koyas
BNP Paribas Bank
Head of Marketing Stream - BNP Paribas PACE (Partners in Action for Customer Experience)
France
- Matching market analysis with internal behavioural analysis
- Customer behaviour based events generating high campaign response
- Multichannel delivery of customer insight
Panel discussion
15:15 - 15:45
Questions & answers
15:45 - 16:00
16.00
Break
Break
Break
Break
16.30
8.B - Gaining board level support: putting marketing leadership into action
8.A - Designing products around customer lifestyle and segmentation
8.B - Gaining board level support: putting marketing leadership into action
Marketing your marketing department: how to service your internal customers. Lessons learned from Chief Marketing Officer becoming Chief Information Officer
16:30 - 17:00
Rudi Peeters
KBC Group
Chief Information Officer
Belgium
- WHY: need to market yourself as service provider in the organisation
- Internal customer satisfaction, perception management
- Case study
- Key results, findings and journey so far...
LIVE DEBATE: The Chief Marketing Officer’s role
17:00 - 18:00
Jakub Petrina
Air Bank
Chief Marketing Officer
Czech Republic
- Having a defined purpose: balancing customer requirements, competitive dynamics, product relevance and market dynamics
- Managing pull: making marketing meaningful to the organization
- Sharing power: harnessing full organizational participation and support
- Measuring productivity: building strong results in order to achieve the business objectives including
building outstanding team leadership and marketing skills
Questions & answers
18:00 - 18:15
8.A - Designing products around customer lifestyle and segmentation
Automated sentiment analysis: real-life implementation for retail brokerage and reputational risk management
16:30 - 17:00
Paolo Lombardi
Banca Monte dei Paschi di Siena
Head of Web and Mobile Banking
Italy
- Incorporating sentiments in retail brokerage, investment management and reputational risk scenarios
- Mixing structure information and unstructured web data in specific decision making processes
- Measuring and managing reputational risk in a retail bank
- Approaching big data analysis for automated, cost-effective counterparty reputation monitoring
Building ethical and sustainable partnerships with customers
17:00 - 17:30
Olivier Marquet
Triodos Bank (Belgium)
Managing Director
Belgium
- Creating a new bank model around sustainable enterprise
- Linking customer passions and convictions with ethical investment
- Communicating with customers to reinforce key unique messages
Hearing the voice of kids, young people and customers of the future
17:30 - 18:00
Sylvie Tierny
Société Générale
Responsable Innovation Banque de Détail France
France
- Following your segmentation of the future with innovation
- Abcbanque.fr: a fun-learning website to help 6-11 year-olds understand money
- A fun approach to money management education
- Ekomini: a piggy bank to introduce young children to financial management
Questions & answers
18:00 - 18:15
18.15
End of day 2 - Networking & cocktails
End of day 2 - Networking & cocktails
End of day 2 - Networking & cocktails
End of day 2 - Networking & cocktails

Thursday 25 April 2013

08.15
Welcome coffee and registration
Welcome coffee and registration
Welcome coffee and registration
Welcome coffee and registration
08.45
9.A - Making the step change to customer engagement: preparing to deliver happiness
9.B - The digital landscape: social media, gamification and 360 touchpoints
9.A - Making the step change to customer engagement: preparing to deliver happiness
Delivering happiness for the banking sector
08:45 - 09:15
- Make customer service the responsibility of the entire company, not just a department.
- Focus on company culture as the #1 priority
- Why pay new employees $2000 to quit
- Making the happiness model critical to enhancing customer loyalty and growing your business
I Do: moving customers from engagement to brand marriage
09:15 - 09:45
Kenneth Olan
First Victoria National Bank
Senior Executive Vice President, Retail Banking Division, CMO
USA
- Increasing engagement by adding customer value
- How engagement can be bolstered through collaboration in the cloud
- Why employee engagement is critical to customer engagement
- Creative approaches that turn customers into brand evangelists
- Moving from ordinary to a category-of-one company
How tablet utilisation is enhancing the experience for both customers and colleagues at Barclays
09:45 - 10:15
Dave Shepherd
Barclays Bank
Director, Frontline Help Strategic Transformation, Personal and Corporate Banking
United Kingdom
- Exploring how the use of mobile technology is transforming the way Barclays serves its customers and colleagues
- Understanding how the use of internal social media and BYOD will equip your staff to provide a world class service
- How SharePoint 2010 and iPad utilisation is enhancing the experience for both customers and colleagues at Barclays
- What do you have to consider to ensure constant engagement in an ever changing technology landscape?
- Moving from world class to the "go to bank"
Questions & answers
10:15 - 10:30
9.B - The digital landscape: social media, gamification and 360 touchpoints
Understanding mobile-centric customer
08:45 - 09:15
Julianna Young
BlackRock
Operation Lead at CommonBond
- Dissecting our relationship with money
- Developing products and user experiences which facilitate behaviour change
- Understanding relationships with mobile customer
- What is next for both banks, mobiles and customers
Facebook banking: catching up with the ‘New digitalised generation’
09:15 - 09:45
- Social networks offer an opportunity for financial institutions to grow their business
- The Mobile Edge
- Gamification Saga
The integration of social media and the evolution of new devices to manage the "always connected" multichannel customer
09:45 - 10:15
- Understanding how to gain from the integration of social media and the evolution of new devices
- Innovative strategies for the 'always connected' customer relationship and engagement
- How banks can address changes in customer behaviour through innovative tools and services
- Making the business case for social media better
Questions & answers
10:15 - 10:30
10.30
Networking break & refreshments
Networking break & refreshments
Networking break & refreshments
Networking break & refreshments
11.00
10.B - Extending your brand proposition to reach new customers
10.A - Responding to crisis and turning it to your advantage
10.B - Extending your brand proposition to reach new customers
Generating international innovation around the customer
11:00 - 11:30
Frans Falize
Tesco
International Multichannel Director
United Kingdom
- Getting customers connected: from platform to brand messages
- What does your brand mean in different regions
- Different cultural customer engagement tools and tactics
- Keeping it real and making sense to the bottom line
Partnering for victory: Pražská plynárenská a ‘client obsessed’ company
11:30 - 12:00
Jitka Jakubcová
EPSI Research Central Europe
Chief Executive Officer
Czech Republic
- Customer card, and other tools for customer loyalty
- Strategic focus on strengths, and opportunities using Epsi
- Action as a CSF
Multichannel customer engagement case studies
12:00 - 12:30
- Keeping customer attention via a smart mix of channels that mirrors the customer
- Making customer experiences across channels consistent and optimal
- Using interactive marketing to maintain your hold of the customer
- Implementing a fresh cross-channel communication strategy
Questions & answers
12:30 - 12:45
10.A - Responding to crisis and turning it to your advantage
A powerful brand begins with discovering, defining, delivering and developing the brand
11:00 - 11:30
Tim Pannell
Financial Marketing Solutions
President/CEO
USA
- Learn how to truly discover your bank’s distinctive brand message. Discover the brand.
- Learn how to communicate your brand message throughout the entire organization. Define the brand.
- Learn how to ignite the organization with energy, passion, and focus. Deliver the brand.
- Learn how to make translate the brand into customer experiences and engagement. Develop the brand.
Study presentation: The Global Retail Banking Digital Marketing Report 2013
11:30 - 12:00
How digital technologies, social media and the explosion of data are redefining customer engagement models:
- Personalisation and segmentation trends: a new way of engaging customers
- Digital technologies, social media and the explosion of data
- Key changes in the way banks interact and engage with customers
Panel discussion: using the customer focus imperative to drive increased ROI
12:00 - 12:30
Questions & answers
12:30 - 12:45
12.45
Lunch
Lunch
Lunch
Lunch
13.45
11.A - Aligning ROI and business performance with customer centricity
11.B - Sales force excellence for customer service success
11.A - Aligning ROI and business performance with customer centricity
Study presentation: Do customer-centric banks generate a better business performance?
13:45 - 14:30
Çaglar Gögüs
Peppers & Rogers Group

Turkey
- How should banks define customer centricity?
- Pillars of customer centricity in a more social world
- Which bank KPIs are impacted by customer centricity and how?
- Impact of customer centricity on customer satisfaction and employee morale
- How should banks use data analytics and real time engagement to become more customer-centric?
- Examples from banks in translating customer centricity into business outcomes
Client engagement: a journey to improved client experience and client value
14:30 - 15:00
Anton de Wet
Nedbank
Managing Executive, Client Engagement
South Africa
Panel discussion: which bank KPIs are impacted by customer centricity and how?
14:45 - 15:15
Questions & answers
15:00 - 15:30
11.B - Sales force excellence for customer service success
Making customer service the responsibility of the entire company, not just a department
13:45 - 14:15
Ron Mandel
Delivering Happiness @ Work
Owl of Happiness
Canada
- Seeking to change the world
- Applying research from the science of happiness to running a business better
- Helping employees grow both personally and professionally
- Oh ... and make money too
Sales in ovation: creating productivity customers will appreciate and stakeholders will applaud!
14:15 - 14:45
Kenneth Olan
First Victoria National Bank
Senior Executive Vice President, Retail Banking Division, CMO
USA
- Creating a sales culture from start-up to stardom
- An incredible sales programme: how to use collaboration tools to proliferate best practices
- How to sell more products before you ever talk about them
- Getting the front line to embrace sales instead of being intimidated by them
Customer-focused sales strategies: creating more effective, leaner incentive models in the tougher economy
14:45 - 15:15
Jari Ohrankämmen
Nordea Bank Finland (Nordea Group)
Head of Sales
Finland
- Understanding the different channels and optimising your sales strategy accordingly
- How to ensure your sales staff have the right role from teller to advisor
- Managing and motivating sales staff across different channel mixes
Questions & answers
15:15 - 15:30
15.30
Networking break & refreshments
Networking break & refreshments
Networking break & refreshments
Networking break & refreshments
16.00
12.A - Building customer intimacy
12.B - Using data mining for customer insights
12.A - Building customer intimacy
Understanding the new financial customer: a barometer of change
16:00 - 16:30
- Levels of loyalty – including the numbers of customers who are vulnerable or opportunities for each brand
- Customer switching behaviour – experiences and attitudes towards changing current account bank/building society
- Impact of banking-related news stories on customer attitudes
Living with the customer: changing the advisor's habits, change management supported by analytics
16:30 - 17:00
Josef Holböck
Raiffeisen Analytik
General Manager Raiffeisen Analytics
Austria
- Problems with traditional campaigning: some results
- Relevance of customer contact as critical issue: how analytics works
- Prioritisation of relevant contacts in advisor-channel
- Automated delivery of prioritised contacts to the advisor
- Changing the advisor’s habits: listening to the customer
Becoming a master of two: customer intimacy and innovation
17:00 - 17:30
Paul Steenkamp
Standard Bank
Lean Innovation Capability Build Executive
South Africa
- Innovation and customer intimacy: deepening the customer relationship.
- Dimensions of innovation management driving innovation performance and intimacy
- Roles of leadership, strategy, structure, culture, processes, people and rewards
12.B - Using data mining for customer insights
Harnessing data mining techniques for product growth
16:00 - 16:30
Ahmet Vefa Erdem
Yapi Kredi Bankasi
Data Warehouse & Data Mining Manager
Turkey
- Managing data overload: customer data, sales data, social media
- Customer engagement and data: what to do with your data set
- From social media listening to real-time social data mining
- From big picture to a closer understanding of customer decisions
Mining sentiments from social networks about financial instruments
16:30 - 17:00
Ulli Spankowski
European Commission - Commission Européenne
Expert for Research Project Evaluation and Management
Belgium
- Better understanding of the use of Big Data in the industry
- Mining sentiments from social networks about financial instruments
- Wisdom of crowds and web/sentiment/hidden trends/other areas of application e.g. politics etc.
Customer leadership discussion panel
17:00 - 17:30
Questions & answers
17:30 - 17:45
17.45
End of day feedback & key messages
End of day feedback & key messages
End of day feedback & key messages
End of day feedback & key messages

We thank our partners