13-14 November 2018 BANGKOK THAILAND

Transcription

1 CUSTOMER ANALYTICS & BIG DATA AUTOMATION November 2018 BANGKOK THAILAND Using Data Analytics for Service to Personalize and Automate the Customer Experience to Improve Sales and Retention. This is a pragmatic program about how to use data and analytics to make a near immediate difference to the bottom-line. It explains a number of different strategies and approaches, before focusing on the operational use of data and analytics to improve, personalise and measure the customer experience, engagement and lifetime value. This program will outline different kinds of analytics and data approaches to business problems, to then focus on data-driven customer experience design. You will learn how to re-design your customer experience using your data to take your customer satisfaction, retention and sales to new levels. A key differentiator of this program is the method it gives you. Although its focus is on sales and marketing automation it can equally be applied to any predictable process such as customer or employee on-boarding. COURSE LEADER JESPER LOWGREN Global Expert on Data-led Business Design Author of more than 50 articles and books on Business, Information and Data Architecture, Analytics, Agility and Digital Business Strategy Recognized thought-leader in Enterprise Digital Transformation and Member of Enterprise Transformation 2020, a global think-tank on enterprise change and transformation to Fortune 500 companies More than 15 years of experience consulting and coaching businesses on change and transformation including and not limited to KPN, Maxis, Telekom Malaysia, StarHub, NAB, Promina, Macquarie Bank, AAPT, St George Bank, Australian Government English-speaking Line: +66 (0) Thai-speaking Line: +66 (0)

2 Use Data Analytics for Service to Personalize & Automate the Customer Experience to Improve Sales and Retention The world we operate in is changing. New technology is continuously being introduced. An increasing number of disruptors are entering the market. All while customers increasingly demand a better and more personalised customer experience and engagement. But do your systems allow for a deeper level of personalisation without adding additional staff? Or are they a mismatch of different software solutions that have manual interfaces? Which need costly resources to operate? The answer is data-led business design and automation. This approach uses data and analytics to define a process and its touchpoints over its lifecycle. The right data software platform can then transform the data-led business design into a real-time data-led business automation platform. This program will outline different kinds of analytics and data approaches to business problems, to then focus on data-driven customer experience design. You will learn how to re-design your customer experience using your data to take your customer satisfaction, retention and sales to new levels. A key differentiator of this program is the method it gives you. Although its focus is on sales and marketing automation it can equally be applied to any predictable process such as customer or employee on-boarding. That makes the program ideal for any business executive with responsibility for a repeatable core process. It is also ideal for business consultants who seek to understand how to introduce and implement business automation to improve results with their customers. Key Benefits of Attending Understand the principles of data and analytics-led Business Automation and know how to apply them Understand the principles of data and analytics-led Customer Experience design and know how to apply Understand Marketing Automation Platforms and how to map to a customer experience design. Re-design a key process to be data-driven with key touchpoints, data, triggers and content is mapped. Key Learning Objectives Identify the differences between process and data-led business design. Identify suitable processes and workflows for data-led automation. Use data to define and design a process or workflow. Identify the full customer lifecycle and its key touchpoints. Identify and quantify key triggers, data and content for a touchpoint. Define and set measurable success metrics for a touch point. Ask questions of instructor with deep digital transformation experience. 2 English-speaking Line: +66 (0) Thai-speaking Line: +66 (0)

3 DAY ONE 13 November 2018 SESSION 1 SESSION 2 SESSION 3 SESSION 4 The Background of Analytics Understand the nature of digital, and the difference between a digital touchpoint in an analogue process and a manual touchpoint in a digital process. Understand what fuels the growing importance of analytics. Understand the nature of the data-driven organization vs. process-drive organization. Different Strategies and Approaches Understand the differences between internal vs external view of analytics and why the customer experience is external. Understand the difference between strategic, management and operational view of analytics and why the customer experience stretches across all of them. Understand how to use the analytics strategy decision framework to select the right strategy for your organization. Define your Customer Experience Understand the difference between the needs, wants and values for your customers Clarify your customer value-proposition (or unique selling proposition) Define measurable goals for your desired customer experience and retention Design your Customer Experience Learn the process of customer journey mapping and its benefits. Learn different journey mapping configurations and find the right one for your organisation. For example, is the strategy to meet a need, want or value? Learn how to connect your goals to your journey maps. Learning Format The program uses a combination of learning formats: Information delivery lecture-style: 25%. Case studies: 25%. Individual work and group work with lecturer assistance: 50%. A key program goal is to not only teach what to do, but also why to do it, so that its methods can be applied across a range of business automation opportunities English-speaking Line: +66 (0) Thai-speaking Line: +66 (0)

4 DAY TWO 14 November 2018 SESSION 5 Automate your Customer Experience Identify customer personas and reasons for wanting to interact with you. Select a key persona and its key reason for wanting to interact, and learn to develop a customer journey map. Learn to identify and define data triggers to drive the automation of the customer experience. SESSION 6 SESSION 7 SESSION 8 Identify the Data needed for the Data Triggers Identify the data needed and its frequency for your top three data triggers. Identify the location, access channel and mechanism of the data. Understand the importance of the API and why it is critical for data-led processes. Develop your Success Metrics Identify and prioritise the touch points most likely to drive success. Identify which data is the strongest driver and proxy for success. Connect the overall customer experience goals with success metrics. Build your Data and Analytics Capability Define scope, roles and responsibilities needed for your data and analytics capability. Define your minimum viable analytics capability which is the minimum investment needed to proceed. Understand how to build your business case. Who Should Attend Digital marketers, CX designers and analysts, process owners, change managers, transformation executives. It is also ideal for executives who want to gain a clear understanding of the potential of data-led business automation and how it can be used across a whole function. Company List of Recent Attendees Land Information New Zealand Kiwibank Spark NZ Unitec Institute of Technology Ministry of Business & Innovation Fischer & Paykel Healthcare Antares Restaurant Group Farmside 4 English-speaking Line: +66 (0) Thai-speaking Line: +66 (0)

5 ABOUT YOUR COURSE LEADER JESPER LOWGREN Global Expert on Digital Business Transformation Jesper is a digital thought-leader, advisor and published author. He specialises in Enterprise Digital Strategy and Transformation with more than 15 years international experience. Some of his major clients include KPN, Maxis, Telekom Malaysia, StarHub, NAB, Telstra, Promina, Macquarie Bank, AAPT, St George Bank, and the Australian Government. His differentiator is his use of Design Thinking methods to drive superior business outcomes, in areas including corporate strategy, business strategy, business transformation, and digital transformation. In 2009, Jesper radically transformed an ailing medium-sized business and increased its profitability within a year. He has also created and launched 3 online brands in Australia across different market niches, each reaching and sustaining No.1 in sales and customer engagement. Jesper is also an entrepreneur and has successfully created, grown and sold 3 online businesses in Australia, in different markets. Each business reached and sustained a number 1 position in overall sales and customer engagement. As a consultant with Ernst & Young, Jesper created the first model for linking call center resource prioritization with the true profit of an individual customer, using Activity-Based Costing, a well-known tool amongst large consulting firms. He was also one of the first in Australia to demonstrate how to use an online customer forum to create advocates to drive higher customer satisfaction an sales. Jesper is a recognised thought-leader by both Klout and Kred. He is also a published author of two books on transformation: ON PURPOSE - The Path to Extraordinary Business Transformation. Over 50 other articles and books on digital strategy and transformation, including Business, Information and Data Architecture, Analytics and Agility. He was previously a principal consultant and information evangelist with Oracle, where he co-authored several papers with Richard Barker on Information Management and CASE (computer-aided software engineering) FROM ORDINARY TO EXTRAORDINARY - How to Re-Imagine Yourself and Re-Define What is Possible Testimonials of past participants Jesper is an incredible facilitator and workshop leader. His methods have helped us transform how we work, with big impact on our business performance. Paul Smith General Manager Marketing and Strategic Planning Australian Ethical Investments Very pragmatic and insightful. I will use this in my customer experience design. David Hipkins Director of Customer Insights Land Information New Zealand This program has given me a new and simpler way of driving and measuring the customer experience. It will also give me the framework for building more effective business cases. Dr Laurie Sheddon Head of Product Marketing Fischer & Paykel Healthcare New Zealand English-speaking Line: +66 (0) Thai-speaking Line: +66 (0)

6 13-14 November 2018 BANGKOK THAILAND REGISTRATION FORM (Please print in English) (International Program, All in English) Delegate 1 Delegate 2 Delegate 3 Title First Name Last Name Position Mobile. Title First Name Last Name Position Mobile. Title First Name Last Name Position Mobile. Company Name Address Postal Code Tax ID No. Head Office Branch Contact Person Tel. Fax. Mobile. Cross cheque / Bank draft payable to Omega Talent Co., Ltd. Amount Bt. Pay-in Omega Talent Co., Ltd. Siam Commercial Bank Account No Amount Bt. Please Fax Pay-in slip to Fax: +66 (0) Key Information When November 2018 Where To be held at a 4-5 star hotel with convenient location in Bangkok CBD, offering comfortable facilities & high quality of service throughout the course. Registration Fee Premium Quality Fee Per 1 Person VAT 7% Total Amount (Baht) English-speaking Line: +66 (0) Thai-speaking Line: +66 (0) Fax: +66 (0) conference@omegaworldclass.org Mail: OMEGAWORLDCLASS Research Institute 645/11 Ladprao112 Wangtonglang Bangkok THAILAND INTERNATIONAL ACADEMY Exclusive & Consultative 39, , THB 42, Easy Ways to Register HOW TO SECURE YOUR SEAT 1. Payment prior to the conference is required to complete your registration. 2. Upon completion, a letter of confirmation will be delivered to you before the event date. 3. The registration fee covers a detailed conference documentation, lunches, refreshments, and all meeting materials. OMEGAWORLDCLASS 2018 Omega Talent Co., Ltd. reserves the right to change the content and timing of the programme, the speakers and the date and venue due to reasons beyond control. If in the unlikely event that the course is cancelled, Omega Talent Co., Ltd. will refund the full amount of registration fee and disclaim any further liabilities. No refunds will be made for any cancellations on part of the participant, however, program credits of equivalent value applicable for OMEGAWORLDCLASS events will be provided. Credits can only be redeemed for 1 program and is valid for only one year from date of issue. In case the participant would like to send in a substitute, they must give notice in advance to OMEGAWORLDCLASS, at least 5 working days before the course starts. A substitute is allowed with no charges for each program. However, a subsequent substitute participant will be charged 10% admin fee. CAX_ OMEGAWORLDCLASS Research Institute Provides Corporate Leaders and Executives with Global Foresight and Local Insight into the Future Direction of Industrial Development, Business Excellence & Corporate Sustainability. For more details visit: