Customer Intelligence Knowledge Series

Jim Sterne

Founder, eMetrics Marketing Optimization Summit & Web Analytics Association

Jim Sterne is an international speaker on electronic marketing and customer interaction. A consultant to Fortune 500 companies and entrepreneurs, Sterne focuses his twenty five years in sales and marketing on measuring the value of the Internet as a medium for creating and strengthening customer relationships. Sterne has written seven books on Internet advertising, marketing and customer service including, "Social Media Metrics: How to Measure and Optimize Your Marketing Investment." Sterne is the producer of the international eMetrics Marketing Optimization Summits  www.emetrics.org and is the co-founder and current Chairman of the Web Analytics Association www.WebAnalyticsAssociation.org Sterne was named one of the 50 most influential people in digital marketing by Revolution, the United Kingdom's premier interactive marketing magazine and one of the top 25 Hot Speakers by the National Speakers Association.

Richard Sedley

Strategy Director at Foviance

Richard Sedley is Commercial Director at Foviance, one of the UK's leading customer experience consultancies combining behavioural research with user experience strategy and planning. For the last 5 years he was also Course Director for Social Media at the Chartered Institute of Marketing (CIM).

Author of 'Winners and Loser in a Troubled Economy: how to engage customers online for competitive advantage' Richard's specialism is psychology and persuasion, in the context of creating employee and customer engagement. 

Tine Van Brandt

Director channel management at Belgacom

Tine Van Brandt (°1977, Belgium) is currently holding the position of Director Channel Strategy & Integration for the SME segment within Belgacom (leading telecom company in Belgium).

Tine Van Brandt has degree in Organizational Psychology (Leuven University, 2001). She was awarded a Master’s degree in General Management (Vlerick Leuven Gent Management School, 2002) and a postgraduate Master in Corporate Finance (K.U. Leuven, 2003).  She joined Belgacom after her studies and started in the Finance department from which she moved to the Merger & Acquisition team to consequently become Executive Advisor to the head of the Enterprise Business Unit (professional customers) to lead strategic planning and organizational efficiency projects.

Klaus Mariën

manager customer experience Eneco Belgium

Klaus Mariën is a Customer Experience aficionado with an academic background in philosophy. Between 2005 and 2011 he has been working at Nuon Belgium as a customer service representative, a process analyst and a customer retention marketeer. Currently he is Customer Experience manager at Eneco Belgium.

Geert Martens

Competence Leader Customer Experience, 4C Consulting

Geert Martens (°1973, Belgium) is Competence Leader Customer Experience (CeX) at  4C Consulting, a Belgium-based management consulting firm specialized in customer interaction management.

Geert helps senior executive management in telecommunication, retail banking and insurance develop CeX vision, design CeX strategies, select the tactics that make them successful and then helps them measure the results. As a seasoned customer experience strategist with 15 years of experience in management consulting (CeX, CRM) and market research, he leads 4C Consulting's customer experience competence center. Prior to joining 4C Consulting, Geert worked for IBM Business Consulting Services, PwC Consulting, PricewaterhouseCoopers and Ipsos

PhD. Bart Baesens

Associate professor at K.U.Leuven, Lecturer at the University of Southampton

Professor Bart Baesens is an associate professor at K.U.Leuven (Belgium), and a lecturer at the University of Southampton (United Kingdom). He has done extensive research on predictive analytics, data mining, customer relationship management, web analytics, fraud detection, and credit risk management. His findings have been published in well-known international journals