Agenda

Join us on this one day conference bringing to together leaders from Scottish Power, Coventry Building Society, Sky, AIB, Shop Direct and many more to discuss case studies and roadmaps

SAS Data and Customer Experience Forum Agenda 
08:30 - 09:00Registration and coffee
09:00 - 09:10
Welcome - Rachel Lockwood, Marketing Director UKI, SAS
09:10 - 09:20Welcome - Charles Senabulya, Vice President UKI, SAS
09:20 - 10:00Executive Perspective - Tony Mooney, Director (Formerly Director at Sky )
Opportunity to get the current view point from a leading analytics managing director on key topics facing the industry today, including digitalisation and transformation and what this means for the future.
10:00 - 10:30Trends and Directions – Mike Turner, Customer Intelligence Solutions Consultant, SAS.
Organisations are at a cross roads of sweeping change brought about by the advent of increasing customer expectations, changing economics, digital transformation and more recently the latest regulation around GDPR. What are the opportunities for innovation and what role does analytics play in the B2C & B2B spaces moving forward?
10:30 - 10:50Break and demonstration
10:50 - 11:30Gail Miller, Scottish Power - Analytics powering customer engagement strategies
Differentiation is in the service we provide and the price that we offer. As a company operating in this crowded and competitive market, we have ambitions to be number one for digital in the energy market. With this ambition, Scottish Power Retail as part of the wider global retail business has embarked on a journey of big data investment and analytics, undertaking the challenge of blending existing skills, people and systems with new technologies to deliver a 360 degree view of our customers.
11:30 - 12:15Daragh Kelly, Sky and the Digital Experience
Sky already had a leading class analytics capability but recognised that increased customer expectations & complexity required a more scientific and agile ability to allocate its business resources to deliver the best returns. Daragh will discuss Sky's overall strategy and approach for decisioning and talk through the case study of its successful deployment of real-time decisioning in digital, using SAS Real Time Decision Manager software.
12:15 - 13:30Lunch and demonstrations
13:30 - 14:25Panellist Perspectives
  • Gail Miller, Scottish Power
  • Peter Swan, Allied Irish Bank
  • Orla Fitzapatrick, Permanent TSB
  • Daragh Kelly, Sky
  • Tiffany Carpenter, Head of Customer Intelligence, SAS, Panel Moderator
Beyond understanding and retaining customers, organisations now seek meaningful customer engagement in an increasingly digital world. Our panellists will share where they are on their customer analytics journey and then engage in an interactive dialogue with each other and conference delegates.
14:25 - 15:00Using analytics to drive customer engagement - Orla Fitzapatrick, Permanent TSB
Orla will discuss the journey Permanent TSB is currently on, moving from a traditional outbound calling campaign structure to interacting with customers in a multi-channel environment. Customer analytics powered by SAS is being used to prioritise activities and to drive timely interventions with the most relevant offers and updates from customers.
15:00 - 15:20Break
15:20 - 16:00Building an Analytical Organisation- Peter Swan, Allied Irish Bank
This discussion will delve into how customer data, insight, propensity modelling, customer journey analytics, measurement, and timely data and analytics driven customer interventions can change the dial in terms of how analytics can become embedded deeply into the organisation and how it engages with its customers.
16:00 - 16:45Data & Analytics: the operating model and culture for the new reality, Tony Mooney, Director (Formerly Director at Sky)
Most businesses are only organised by function and product, not customer. Getting alignment around common customer strategy, metrics etc. is very challenging yet this is where the most profitable return from data exists. Tony will discuss the organisational and cultural change required for successful customer experiences.
16:45 - 17:00Wrap up - Rachel Lockwood, Marketing Director UKI, SAS
17:00Close & drinks on the Roof top

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