Las Vegas|October 28 - 30, 2008
Wednesday | Thursday | Presenting Organizations
Select a session below session for a detailed description:
Triangulating Customer Retention Efforts
Customer retention efforts across the commercial space have been largely defined by two characteristics – a focus on pricing and a reactive nature.
As the competitive landscape becomes increasingly fierce across many industries, a more complex approach will provide a formidable customer lifecycle strategy and improve retention efforts. In addition to incorporating a proactive customer retention approach, this strategy is built upon a triangulation methodology:
- Churn Propensity – Identify which customers are likely to churn and when.
- Churn Drivers and Dissatisfiers – Identify what will precipitate future churn, and likely remedies to the issue.
- Customer Value – Identify how much you should be willing to spend to entice a customer to stay.
Speakers:
- Antoine Georges, Vice President of Analytics and Forecasting, Virgin Mobile USA
- Chris Checco, Division President, Customer Chemistry
About The Speakers
Antoine Georges is the vice president of analytics and forecasting at Virgin Mobile USA. He is responsible for leading the Forecasting, Campaign Management and Analytics teams. In addition, he supports retail and Web sales groups, voice, messaging and mobile content offer teams as well as the lifecycle management, loyalty and retention teams.
Georges has more than 20 years’ experience in the telecom and consulting industries. Prior to joining Virgin Mobile USA, he spearheaded consulting assignments with AT&T Labs, Fixed Wireless and ADT Security Systems. Prior to consulting, he held various positions in AT&T covering economic analysis, product management and product marketing. He launched USADirect-Inlanguage, the first inbound service targeted to US immigrants and their families abroad in seven languages. He holds a bachelor’s degree in math and computer science, a master’s in economics and an MBA from INSEAD.
Chris Checco drives the DHSoft Technologies Customer Chemistry Division. Checco has a 15-year history of advising organizations on resolutions to their most complex business challenges, such as retention, cross-sell and acquisition, by leveraging cutting-edge technologies. As a senior business and technical adviser, he has successfully implemented a number of large integration projects in various industries focused on customer experience improvement. In one of his most recent projects, Checco worked with a team of business and technical experts to define and create the processes that aided a major wireless telecommunications company in saving several hundred million dollars annually.
Prior to joining Customer Chemistry, Checco worked as a business and technical lead for a variety of companies, including The Carpe Diem Group, Phillips Publishing and MEI Software.
Antoine Georges is the vice president of analytics and forecasting at Virgin Mobile USA. He is responsible for leading the Forecasting, Campaign Management and Analytics teams. In addition, he supports retail and Web sales groups, voice, messaging and mobile content offer teams as well as the lifecycle management, loyalty and retention teams.
Georges has more than 20 years’ experience in the telecom and consulting industries. Prior to joining Virgin Mobile USA, he spearheaded consulting assignments with AT&T Labs, Fixed Wireless and ADT Security Systems. Prior to consulting, he held various positions in AT&T covering economic analysis, product management and product marketing. He launched USADirect-Inlanguage, the first inbound service targeted to US immigrants and their families abroad in seven languages. He holds a bachelor’s degree in math and computer science, a master’s in economics and an MBA from INSEAD.
Chris Checco drives the DHSoft Technologies Customer Chemistry Division. Checco has a 15-year history of advising organizations on resolutions to their most complex business challenges, such as retention, cross-sell and acquisition, by leveraging cutting-edge technologies. As a senior business and technical adviser, he has successfully implemented a number of large integration projects in various industries focused on customer experience improvement. In one of his most recent projects, Checco worked with a team of business and technical experts to define and create the processes that aided a major wireless telecommunications company in saving several hundred million dollars annually.
Prior to joining Customer Chemistry, Checco worked as a business and technical lead for a variety of companies, including The Carpe Diem Group, Phillips Publishing and MEI Software.