Customer Data Integration Americas

Transcription

1 Customer Data Integration Americas Summit Leveraging a Robust 360º View to Deliver Deeper Customer Insight and Drive New Revenue August 7-9, 2006 Hyatt Harborside Boston, MA Don t miss your chance to hear how: Deloitte & Touche USA LLP leveraged a synergy across teams to successfully implement Customer Data Integration Larry Quinlan, Chief Information Officer, Deloitte & Touche USA LLP Morgan Stanley developed a compelling business case for CDI, and launched an optimal model for data integration Christopher Mosé, Director for Data and Client Reporting, Morgan Stanley Sprint Nextel is leveraging customer identity to enhance the customer experience Wing Lee, Director of IT Research and Innovation, Sprint Nextel Honeywell employed a governance council to obtain business alignment on data standards across the enterprise Nancy Northrup, Customer Data Master Leader, Honeywell Featuring best practice case studies and engaging presentations from these leading organizations: AARP American Power Conversion Amgen Inc. Baseline Consulting Broadlane, Inc. Churchill Downs Deloitte & Touche USA LLP Hewlett Packard Honeywell Information Impact International Intrawest Corporation Knowledge Integrity, Inc. Microsoft Corporation Morgan Stanley Prudential Financial RBC Centura Bank Sprint Nextel Symantec Corporation UBS Investment Bank Co-Sponsor: Media Partners: First 5 people to register will receive a free copy of Jill Dyche s latest book: Chair Sponsor: Customer Data Integration: Reaching a Single Version of the Truth

2 2 About Our Sponsors Co-Sponsor Initiate Systems is the leading provider of customer data integration (CDI) software for companies that want to create complete, real-time views of people, households and organizations from data dispersed across multiple divisions, locations, lines of business, application systems and databases Chair Sponsor An innovative CDI vendor, Purisma TM provides the essential foundation for CDI/MDM initiatives: the accurate identification of enterprise-wide customer data, ensuring trust in consolidated customer information. Purisma s Customer Registry handles all customers, from individual consumers through complex corporate accounts, and can be deployed within weeks. Purisma customers include Fortune 500 businesses. Customer Data Integration Americas Summit Do these sound familiar? "The problem we've traditionally had is that every application duplicated customer data and none of them tied it together." "Basically, the data warehouse was being used for list generation by two people in marketing. Because of data quality issues, the project was dying on the vine." "What constitutes a match? Last name, or last name and first name? Or these, plus a matching credit card? And when a duplicate is detected, what rules determine which record will be the survivor record?" Dear Executive: For far too long, multiple disconnected customer databases and dead-end legacy systems have prevented organizations from obtaining a deeper understanding of their customers. This translates to lost opportunities to build the customer relationship and develop new marketing strategies. The good news is that you are not alone in fact, many of your peers are struggling with the same challenges you re facing today. Join us in Boston as we discuss real-world best practices in customer data integration at IQPC s Customer Data Integration- Americas Summit. By attending this conference you will hear key strategies and insights into: Integrating and normalizing customer data from disparate systems across the enterprise Streamlining processes and enhancing customer insight from complete and robust customer data Leveraging standardized data to develop new marketing strategies Obtaining organizational buy-in for the CDI initiative The role of data quality in building a single view of the customer You will leave this conference equipped with valuable lessons and best practices that you can immediately apply for a successful CDI initiative, as your peers share their real-life lessons on this very exciting topic. Don t let this unique opportunity pass you by... Mark your calendar for August 7-9, Call to reserve your seat today. I look forward to meeting you in Boston! Warmest regards, Aurora Santiago Conference Director TechnologyIQ Who You Will Meet: Conference participants will include: Chief Information Officers Chief Technology Officers Program Managers for Data Integration As well as Vice Presidents and Directors of: Marketing Information Systems IT or IS for Marketing CRM Systems Data Integration Customer/Master Data Management Data/Information Quality Data Architecture Data Warehousing P.S. Maximize your learning experience by attending our interactive pre-conference workshops! See page 5 for details and register today. Leaders for Customer/ Master Data Centers of Excellence Data Stewards Business Analysts Customer Relationship Management Consumer Experience Marketing Customer Insight Customer Alignment Customer Experience Business Intelligence Corporate Strategy

3 Main Conference Day 1 Tuesday, August 8, :30 Registration 8:15 Chairperson s Welcome and Opening Remarks Bob Hagenau VP of Product and Business Development PURISMA 8:30 Keynote Address: Customer Data Integration as a Partnership Between Business and Technology Whether the initiative is led by the Business or Technology organization, a successful implementation of CDI requires the support and commitment from both groups. This presentation will illustrate how a synergy across teams has enabled Deloitte & Touche USA to achieve its goals of developing an end-to-end understanding of its customers with CDI. Larry Quinlan, Chief Information Officer DELOITTE & TOUCHE USA LLP 9:10 Keynote Address: Common Sense CDI: Trends in Customer Data Integration Why companies with integrated customer data might still need CDI The key components of a best-practice CDI environment The trend of co-existence: Where CDI fits Jill Dyche, Partner, BASELINE CONSULTING Author of "The CRM Handbook" and "Customer Data Integration: Reaching a Single Version of the Truth" 9:40 Morning Networking and Refreshment Break and Jill Dyche s CDI book signing 10:20 Defining the Business Case for an Investment in Customer Data Integration Intrawest, a world leader in destination resorts and adventure travel, recognizes its greatest asset is its customer base. This presentation will illustrate how Intrawest has been able to secure organizational buy-in for CRM, and continued investment in customer data integration. Get organizational buy-in for your CDI initiative Leverage customer intelligence to enhance your marketing programs and the customer experience Demonstrate the value of CRM and CDI to the organization Anne Donohoe, Director of Customer Relationship Marketing INTRAWEST CORPORATION 11:00 Managing Culture Change: Obtaining Organizational Buy-In for the CDI Initiative Key business indicators that your organization is ready for CDI How to get organizational buy-in for your CDI initiative How to focus your CDI initiative Sami Hassanyeh, Director Applications Development, AARP 11:40 Leveraging CDI to Streamline Business Processes and Enable Regulatory Compliance This presentation will illustrate how Amgen, the world s largest biotechnology company, leveraged a unified customer view to increase productivity, decrease business process complexity and demonstrate compliance without the use of an enterprise customer repository. Key factors for determining an optimal CDI solution How to develop a unified customer view How to overcome CDI challenges created by regulatory compliance Cathy Willott, Lead Business Analyst, AMGEN INC. Victor Fehlberg, Systems Support Specialist, AMGEN INC. 12:20 Lunch for Speakers and Delegates 1:30 Consolidating Data to Provide Deeper Customer Insight and Enable Faster, Smarter Business Decisions Participants will learn how to : Enable business process improvements with CDI to maximize the return on your CDI investment Minimize the time to business value from your CDI investment Ensure your CDI solution is the foundation for current and future data interoperability Speaker and Client Case Study from INITIATE SYSTEMS 2:10 Understanding the Financial Value of Each Customer: Increasing Revenue by Cross-selling to the Right Customers, Reducing Risk by Identifying Vulnerable Accounts This presentation will cover the increasing value of data in customer marketing to drive retention and cross-selling efforts. Different views of financial value (service vs. retention) Making a business case for customer data integration How to get the most from your marketing efforts by identifying customers at risk & likely to buy Kari Carpenter, Vice President, Customer Marketing PRUDENTIAL FINANCIAL 2:50 Afternoon Networking and Refreshment Break 3:30 Leveraging a Complete Customer Database to Increase Revenue, Develop New Products and Marketing Strategies Examples of cases that bridge customer management strategic thinking to real-world application and results Innovations in performance measurement for customer management using customer information and analytics for meaningful results improvement Cathy Burrows, Director of Enterprise Information & Customer Management Support, RBC CENTURA BANK 4:10 Interactive Panel Discussion: How Much Information is Necessary to Complete the 360 Degree Picture? The first step in consolidating customer information is defining what constitutes a customer field. What information should be kept? Who decides what fields are required, and which ones are nice-to-have? This panel discussion will attempt to find an answer based on real-world experience from our distinguished speaker panel. Panelists: Christopher Mose, Director for Data and Client Reporting, MORGAN STANLEY Carrie Fraser, Manager for Marketing and Customer Knowledge Operations Americas Region, HEWLETT PACKARD Nancy Northrup, Customer Master Data Leader, HONEYWELL 5:00 Close of Conference Day One

4 Main Conference Day 2 Wednesday, August 9, :45 Registration 8:15 Chairperson s Recap of Day One Bob Hagenau VP of Product and Business Development PURISMA 8:30 Keynote Address: Ensuring Customer Information Quality: Critical Success Factor for Customer Data Integration The high costs of low quality customer information Framework for quality in customer data integration: quality information design Beyond data cleansing: how to design quality in to customer information processes Keeping customer information clean to sustain profits Larry P. English, President and Principal INFORMATION IMPACT INTERNATIONAL, INC. 9:30 The Role of Data Quality in Building a Single View of the Customer Necessity of data quality Techniques for implementing a data quality initiative Typical challenges and how to overcome these Key learnings from the APC experience Mandy Wallace, Senior Analyst, Marketing IQ Team Leader, AMERICAN POWER CONVERSION 10:05 Launching a Successful Customer Data Transformation Program This presentation will illustrate how JPMC was able to structure, launch, and ultimately accomplish a comprehensive customer data transformation program in its Wholesale businesses. Participants will learn how to: Effectively structure a transformation program Align business requirements with technology capabilities Instill and follow the right project management rigor Staff appropriately (utilizing subject matter experts, data consultants, etc.) Sharon Biran, Global Lead for Business Management & Data Strategy, Data Management Operations, UBS INVESTMENT BANK (formerly VP Shared Technology & Operations, JP Morgan Chase) 10:40 Morning Networking and Refreshment Break 11:15 Avoiding the Pitfalls in CDI Implementation: Successes and Lessons Learned from the Trenches Build a compelling business case for CDI Develop an optimal model for data integration Link the data to processes Christopher Mosé, Director for Data and Client Reporting, MORGAN STANLEY 11:50 Leveraging CDI Data to Drive Efficiencies and Quality Improvements: Quick wins to build project momentum Build excitement on CDI programs Collaborate with lines of business Take advantage of quick win opportunities Jeff Mendenhall, Director of Customer Data Management MICROSOFT CORPORATION Meagan O Leary, Group Manager of Customer Data Management, MICROSOFT CORPORATION 12:25 Lunch for Speakers and Delegates 1:30 Employing a Governance Council to Obtain Business Alignment on Data Standards Across the Enterprise This session will discuss the work done to capitalize on customer master data contained within the various diverse systems and businesses across Honeywell. Participants will learn how to Establish CMD Governance in a diversified manufacturer Define Customer Master Data (CMD) standards and quality requirements Measure data quality improvements Nancy Northrup, Customer Master Data Leader, HONEYWELL Jane Booth, Director, Customer Alignment, HONEYWELL 2:05 Ensuring Successful Integration of Customer Data After a Merger This presentation will illustrate the lessons learned by Hewlett Packard s business customer data management group as it integrated over two dozen disparate customer information sources from marketing after the HP-Compaq merger. Map out a repeatable methodology for analysis and integration of customer information Work with business owners of data to maximize the quality and integrity of integrated data Manage the concerns data owners have over loss of control during the data integration process Carrie Fraser, Manager, Marketing and Customer Knowledge Operations - Americas Region, HEWLETT PACKARD 2:35 Growing the Market by Podcasting Customized Information to a Prospective Audience In this session, participants will learn: The value of competitive differentiation via personalized service Demonstrating the value of customer data integration and personalization to management How the podcasting initiative has impacted the top line at Churchill Downs Chaz Rough, Online Creative Director, CHURCHILL DOWNS 3:05 Afternoon Networking and Refreshment Break 3:30 Leveraging Usage Information to Personalize the Customer Interaction Understand how personalization can impact the effectiveness of the marketing effort Think out-of-the-box and find innovative ways of defining the customer profile Understand how transactional information can fit into the architecture for CDI Wing Lee, Director for Research and Innovation, SPRINT NEXTEL 4:00 Integrating Customer and Prospect Data to Create a Global Marketing Database Create a unified view of prospect and customer Methodology to integrate distributed databases Methodology and process for enhancing data quality and information Atul Kumar, Senior Director, Marketing and e-marketing, SYMANTEC CORPORATION 4:30 Are Customers Paying the Right Price? Flagging Overpayments, Finding Opportunities to Move Clients to More Competitive Pricing with CDI Challenges related to customer data integration projects in the healthcare industry The multi-phased data integration strategy that Broadlane developed to address the challenges of integrating multiple data sources How advanced analytics driven by an integrated dataset deliver value to Broadlane's customers David Kerwar, Director of Technology Services, BROADLANE 5:00 Closing Remarks from the Chair and Close of Conference Innovations Innovations

5 PRE-CONFERENCE WORKSHOPS Monday, August 7, 2006 A B 8:00 11:00 7:30 Workshop Registration Coffee/Tea Building the Foundation for Data Quality and Customer Data Integration A fundamental challenge of any master data integration program is the need to fully incorporate business client information quality assurance throughout the assessment, integration, and operational phases of building and deploying the master data/cdi framework. While allowing bad data to seep into your application can have serious business ramifications, architecting and building business-oriented data quality into your system from the start will not only prevent incurring cost impacts, but will also provide an approach for establishing metrics for measuring and reporting on the levels of the quality of customer data. Participants will learn how to: Relate the impacts of poor data quality to the achievement of CDI business objectives Recognize common data quality issues relating to key data quality dimensions Understand how data quality tools are applied for data quality improvement Define measurable data quality metrics Organize a Data Quality Center of Excellence David Loshin, President, KNOWLEDGE INTEGRITY, INC. 11:15 2:15 11:00 Workshop Registration Lunch will be served A Step-by-Step Guide to Standardizing, Normalizing and Enhancing Customer Data From Disparate Systems Creating a clear, complete view of the customer for the much heralded 360-degree view is not a simple task. Disparate systems and sources, incomplete and inaccurate source information, timing issues, daunting data volumes and internal political challenges often grind customer data initiatives to a halt. This workshop will discuss several key ways companies can achieve superior customer data quality and facilitate customer data integration. Key topics that will be covered are: Defining the business need and corresponding value Creating organizational consensus Navigating the technology challenge Leveraging data quality as a key enabler John M. Williams, Vice President of Technology, COLLABORATIVE CONSULTING Sponsorship and Exhibition Opportunities Sponsorships and Exhibits are excellent opportunities for your company to showcase its products and services to high-level, targeted decision makers attending the Customer Data Integration event. Technology IQ and Customer Data Integration helps companies like yours achieve sales, marketing and branding objectives by setting aside a limited number of event sponsorships and exhibit spaces all of which are custom-tailored to help your company create a platform to maximize its exposure at the event. For more information on Sponsoring or Exhibiting at this event, please contact Shannon Forrester at or via at sponsorship@iqpc.com. Register Online, by , Phone, Fax or Mail Web: info@iqpc.com Phone: or Fax: Hours A Day Mail: International Quality & Productivity Center 555 Route 1 South, Iselin, NJ Important! To speed registration, provide the customer registration code located on the back page even if it is not addressed to you! Pricing Register & Pay Register & Pay Register & Pay by 06/30/06 by 07/28/06 After 07/28/06 Gold Package Save $400 Save $300 Save $100 Conference plus 3 workshops $3,246 $3,346 $3,546 Silver Package Save $300 Save $200 Conference plus 2 workshops $2,797 $2,897 $3,097 Bronze Package Save $200 Save $100 Conference plus 1 workshops $2,348 $2,448 $2,548 Conference only Save $100 $1,899 $1,999 $1,999 Workshops only (each) $549 $549 $549 MAKE CHECKS PAYABLE IN U.S. DOLLARS TO: IQPC * CT residents or people employed in the state of CT must add 6% sales tax. TEAM DISCOUNTS For information on team discounts, please contact IQPC Customer Service at Only one discount may be applied per registrant. Call for details. 5 C 2:30 5:30 2:15 Workshop Registration Developing the Framework for Customer Data Integration and Master Data Management Many companies embarking on Customer Data Integration and Master Data Management (MDM) initiatives make certain assumptions about the way they should approach development and launch their projects. This workshop will describe why deploying customer master data solutions via CDI and MDM technologies requires a different implementation framework. It will layout and explain the development framework and list a set of metrics for determining where CDI fits in the existing technology infrastructure, who should own CDI and customer master data, and how it should be governed for the long term. Differentiate CDI and MDM from other existing data integration and reporting solutions Leverage existing development practices for CDI success Identify risks and barriers to CDI deployment Introduce data governance and management practices via CDI Understand the different types of CDI technology architectures and choose the optimal one for their organizations Evan Levy, Partner, BASELINE CONSULTING Details for making payment via EFT or wire transfer: JPMorgan Chase Penton Learning Systems LLC dba IQPC: ABA/Routing #: Reference: Please include the name of the attendee(s) and the event number: Payment Policy: Payment is due in full at the time of registration and includes lunches, refreshments and detailed conference materials. Your registration will not be confirmed until payment is received and may be subject to cancellation. For IQPC s Cancellation, Postponement and Substitution Policy Please Visit Venue Information: Hyatt Harborside 101 Harborside Drive, Boston MA Telephone: Fax: Speaker biographies will be online when available. All information subject to change. Special Dietary Needs: If you have a dietary restriction, please contact Customer Service at to discuss your specific needs IQPC. All Rights Reserved. The format, design, content and arrangement of this brochure constitute a trademark of IQPC. Unauthorized reproduction will be actionable under the Lanham Act and common law principles.

6 REGISTRATION CARD YES! Please Register me for Customer Data Integration Americas Summit Conference Plus All Workshops Conference Plus Two Workshops... A B C Conference Plus One Workshop... A B C Conference Only Workshop(s) Only... A B C International Quality & Productivity Center 535 5th Avenue, 8th Floor New York, NY See Page 5 for pricing details. Your customer registration code is: When registering, please provide the code above. Name Title Organization Address City State Zipcode Phone Fax Please keep me informed via about this and other related events. Check enclosed for $ (Payable in U.S. Dollars to IQPC) Charge AMEX Visa Master Card Card # Exp Date: / Details for making payment via EFT or wire transfer can be found on preceding page. I cannot attend, but please keep me informed of all future events /D/AMR 4 EASY WAYS TO REGISTER: Web: Call: or Fax: Mail: International Quality & Productivity Center 555 Route 1 South, Iselin, NJ Customer Data Integration Americas Summit Leveraging a Robust 360º View to Deliver Deeper Customer Insight and Drive New Revenue August 7-9, 2006 Hyatt Harborside Boston, MA First 5 people to register will receive a free copy of Jill Dyche s latest book: Customer Data Integration: Reaching a Single Version of the Truth Co-Sponsor: Chair Sponsor: