Summary Agenda

08.30

Registration and Refreshments

09.00

Chair’s Opening Remarks

Graham Hill, Associate, Optima Value 

09.10

Understanding how to aggregate and optimise customer intelligence to build accurate, actionable and effective segmentation

Kanagendra, Consultant - Marketing Business Analysis, Virgin Media 

09.40

Combining BI with customer segmentation to maximise ARPU

Rui Rodrigues, Head of Customer Insight Systems, Portugal Telecom

10.10

Understanding how to exploit customer intelligence whilst protecting customer privacy

David Millan-Ruiz, Technology Specialist & Project Leader, Telefonica R&D

10.40

Morning Refreshments

11.10

The Last Mile Experience for SDM vendors and users

Olivier Milcent, CMO, Momac

11.40

Converged Loyalty – the sleeping giant of incremental customer lifetime value

Shaun Orpen, Chief Marketing Officer, Business Logic Systems

12.10

Leveraging business intelligence as an effective tool for business customer acquisition and retention

Svetlana Petrovska, Managing Director, Target Communications

12.40

Capitalising on inconsistency: extracting value via segment differentiated pricing

Ed Lee, Senior Consultant, Simon Kucher

13.10

Lunch

14.00

Examining emerging segmentation trends in the telecom market with case studies from both the consumer and enterprise space

Mike Greening, Vice President, CSMG

14.30

Delivering great customer experiences in a digital age

Geert Martens, Practice Leader Customer Experience, 4C Consulting

15.00

Segmentation based on offline and online information

Hiek van der Scheer, Managing Consultant Marketing Intelligence, VODW 

15.30

Afternoon Refreshments

16.00

Examining consumer micro segmentation from the methodological perspective

David Hanzelka, Data Mining Specialist, Vodafone Czech Republic

16.30

Understanding how loyalty helps in segmentation and in providing a bespoke product/service experience

Arnab Goswami, Manager, Loyalty Programme, Central Marketing, Etisalat

17.00

Panel Session: Examining the challenges involved in optimising your customer intelligence

Kanagendra, Consultant - Marketing Business Analysis, Virgin Media 

Rui Rodrigues, Head of Customer Insight Systems, Portugal Telecom

Alexandre Chaminadas, Principal Consultant, Loyalty & Retention, iLight Consulting

17.30

Chair’s Closing Remarks

17.40

End of Conference Day One

Networking Drinks Reception

IIR would like to invite you to join speakers, sponsors and supporters at an informal drinks reception, where you can discuss the issues of the day in a relaxed atmosphere.

Conference Day 2 - 19th October 2011