Customer Analytics Exchange: Monday, April 20, 2020

7:30 am - 8:00 am Networking Breakfast

8:00 am - 8:05 am Chairperson’s Remarks

Today’s customer analytics teams have emerged to provide a vital element in customer lifecycle development as strategic business partners. The variety and volume of available data provides for a vast source of insights that can empower innovative engagement and fuel digital disruption. The task can feel like an overwhelming one as competitors, more fiercely than ever, look to data and insights to disrupt their sectors. During this plenary session, explore the role of customer analytics executives in a consumer-driven world of data and exponential technology. We will explore embracing innovation using analytical insight along with leading an agile, innovative, insights-driven culture, including: 

•Making smart decisions on customer relationships and retention
•Creating and sustaining efficient outreach and dialogue
•Aligning analytics to customer life cycle-  right information at the right stage of journey
•Assessing the right mode- when to centralize, when to hub and spoke and when to have centers of excellence


Jeremy TerBush

Vice President, Enterprise & Consumer Data Strategy & Analytics
Simon Property Group


Sandeep Natrajan

Senior Director, Digital Analytics & Data Science
Genuine Parts


Aaditya Nanduri

Director Brand Analytics
Bristol Myers Squibb


Daria Lee Sharman

Enterprise Insights and Analytics Officer
Pacific Life

8:50 am - 9:20 am Maximizing the 360-Degree View of the Customer: Solidifying Your Customer Data Foundation

Streamlining communication between marketing and Data/Analytics is essential. Join this consumer-data-focused plenary session to discuss best practices for solidifying your customer data foundation and techniques to garner more relevant customer relationship marketing strategies. We will explore optimizing data in developing sales and marketing strategies, understanding analytical customer data to measure success and more.

Join this plenary: 
•Building 360-degree customer profiles from pieces of data 
•Getting customer data out of siloes
•Scaling and streamlining  customer insights 
•Demonstrating ROI across channels

9:20 am - 9:50 am Empowering Digital Program Transformation to Deliver Strategic Value

Josh Brickman - Vice President, Business Strategy, Boston Bruins
While most people don’t like change, it is often a sign of progress and innovation. The TD Garden and Boston Bruins, with their partners at Ticketmaster implemented a digital ticketing program over the past few seasons. By eliminating traditional and print-at-home tickets from the marketplace, the TD Garden and Boston Bruins greatly reduced fraud, eased transferability and most crucially for the building and team increased their capability to capture the identity of people utilizing the tickets. This process allowed the organization to deliver know-before-you-go messaging to a wider swath of fans and market additional purchase opportunities to an audience attending events at TD Garden.

Josh Brickman

Vice President, Business Strategy
Boston Bruins

9:50 am - 10:20 am Executing a Clear Vision from the Customer

Customers are now much more informed and have better ways to provide feedback on their experiences. As a result, enterprises are recognizing the ever-increasing importance of providing a great customer experience to improve their reputations. To do this effectively, it’s critical to better utilize customer feedback data to shape your products, services, processing and marketing strategies.

In this session well collectively discuss ways to better identify feedback and insights by:
•Identifying the best and most common ways that customers receive the data and provide feedback
•Understanding the value and cost of people, leadership and organizational design
•Implementing software and new technologies to view customer histories and predict their future needs
•Create a clear customer-focused vision that is embedded into the organizational culture
•Measure the ROI from delivering greater customer experience
•Leveraging emerging technologies to improve conversational AI and Chatbots. 

10:25 am - 10:55 am Business Meetings

10:55 am - 11:25 am Business Meetings

11:25 am - 11:55 am Business Meetings

11:55 am - 12:10 pm Networking Break


12:10 pm - 12:55 pm Maximizing Impact with Effective Data Management
High-velocity, high-volume, and high-variety data streams challenge analytics organizations as the ability to get critical insights often decays rapidly or becomes lost in the sea of unnecessary information. And as regulations increase, companies need to be able to manage the massive influx of data from multiple sources to streamline information across the enterprise.  The answer is to converge data management technologies.

In this session, discuss how a broad range of organizations use metadata management to:
•Find the right analytics systems for their current analytics architectures and specific performance needs.
•Dramatically speed analytics by eliminating the reliance on time-consuming data preparation, including indexing and ETL (Extract, Transform, Load) processes. 
•Leverage new data coming from AI and IoT
•Tap into the power of new, simple-to-use heterogeneous computing systems to use the right tool for each job 
•Transform data analytics to streamlined ecosystems that fit your enterprise’s needs


12:10 pm - 12:55 pm Super-Charging Brands Amidst Changing Consumer Trends
While marketers believe brand is important (58 percent with prospective customers and 65 percent with existing customer, the 2019 Gartner Brand survey showed 35 percent of marketing teams struggled with managing global brands, according to Gartner. Yet competitive brands are fighting to stay relevant amidst ever-changing consumer behavior and massive industry disruption. Today’s marketers face massive challenges as consumer behavior has shifted the consumer/brand relationship – empowering the consumer like never before. Join us as we discuss the ways disruption, in tandem with shifting consumer behavior, is challenging the world’s largest, most-iconic brands to push the marketing envelope in new ways. We will explore strategies for staying relevant in a digital landscape that is constantly changing, including:

•Understanding how and why consumer behavior is changing 
•Turning to disruptive technologies, like AI, to better understand consumer habits 
•How to meet customer demand for personalized, real-time experiences
•Driving customer-centric innovation at scale and speed 
•Transforming legacy, non-digitally native organizations

1:00 pm - 2:00 pm Networking Lunch

2:00 pm - 2:30 pm Converting the Customer Journey into an Algorithmic Pipeline

Daniel Gremmell - Vice President, Data Science, Plated
Using customer analytics and behavior can be a scattershot for many companies. The consumer landscape is driving further towards personalization in the user journey, In this session, we will explore the fundamentals of the customer lifecycle and map that to algorithmic applications. Examples will be demonstrated along the way and a roadmap provided to help any business get started. 

Daniel Gremmell

Vice President, Data Science

2:30 pm - 3:00 pm Streamlining a Strategic Social Listening Roadmap to Maximize Impact

The power of social listening extends beyond accolades from fans or concerns from critics. Scanning for brand mentions, along with tracking trends and potential threats is part of today’s digital landscape. In this session, explore social listening best practices to create-- a strategic understanding of followers, insights for gaining new ones and incentivizing them to act:

•Creating an audience-centric social media strategy
•Adjusting to generational influences – varying consumption and filtering behaviors
•Implementing and analyzing the correct metrics to improve content quality and relevance
•Avoiding digital pitfalls to reputation

3:05 pm - 3:35 pm Business Meetings

3:35 pm - 4:05 pm Business Meetings

4:05 pm - 4:35 pm Business Meetings

4:35 pm - 4:50 pm Networking Break

Savvy insights executives must promote an agile culture of speed to capture data and unlock transformative insights, all while winning the fickle customer and maintaining a competitive advantage that will move the business forward. The task can feel like an overwhelming one as competitors, more fiercely than ever, look to data and insights to disrupt their sectors. During this plenary session, we will explore the role of insights executives in a consumer-driven world of data and exponential technology. We will explore embracing innovation through analytical insight and leading an agile, innovative, insights-driven culture, including: 

•Using CI to facilitate consumer-centric digital innovation 
•Promoting an agile culture that is able to respond quickly to analytical insights 
•Driving innovation at the speed your organization requires
•How leveraging CI can help move the entire business forward 


Nick Mclawhorn

Director Digital Analytics


Christine Williams

Director, Customer Analytics


5:25 pm - 6:10 pm Working Together- CDPs and DPMs
Staying ahead in today’s high-speed consumer-centric market utilizes real-time data to provide the right experience at the right time across touchpoints and channels.
Brands utilize Customer Data Platforms (CDP) and/or Data Management Platforms (DMP) to capture, correlate, and manage customer data. In this session explore the benefits and differences of each platform. Explore effective and efficient data activation across multiple channels:

•Addressing global privacy considerations
•Analyzing and modeling for a true understanding of behavior across all touchpoints
•Improving engagement and ROI throughout the marketing stack


5:25 pm - 6:10 pm Measuring and Evangelizing to Improve Customer Analytics Maturity
Create roadmaps for future success by filtering through machine learning capabilities. In this interactive discussion assess your analytics capabilities and how to adjust your program to achieve the results you are seeking.

The conversation will cover:
•Standardizing data content across channels
•Measuring effectiveness of data collection and capture across touchpoints
•Assessing and utilizing the right models- descriptive, diagnostic, predictive or prescriptive?

End User Roundtables


6:15 pm - 7:00 pm Technology: Insights in Deploying Real World AI
Rob Milstead - Senior Vice President for Strategy and Digital, Genuine Parts Company


Rob Milstead

Senior Vice President for Strategy and Digital
Genuine Parts Company


6:15 pm - 7:00 pm Talent: Developing the Data & Analytics Workforce of Today and Tomorrow
Armin Kakas - Vice President, Advanced Analytics, American Tire Distributors


Armin Kakas

Vice President, Advanced Analytics
American Tire Distributors


6:15 pm - 7:00 pm Trust: Data as a Weapon or a Tool?

7:00 pm - 7:35 pm Cocktail Reception