ISS Seminar: Analytics for Enhanced Customer Experience

Customer experience is central to sustained business success, and now your organisation has a new approach that can raise your customer experience to a new level – by using analytics. Come join our expert panel and other like-minded professionals to discover the power of analytics for enhanced customer experience.

Key Takeaways:

What you can learn from analytics about your customers
How to leverage on analytics for effective customer engagement
How to apply cutting-edge analytics for higher customer loyalty

Enquiries

Please email issmarketing@nus.edu.sg

Marketing Managers, Senior Marketing Analysts and Marketing Analysts; Customer Service Managers, Business and IT Managers/Professionals

09 May 2014, Friday
9:00am – 1:00pm (Registration begins at 8:30am)
Institute of Systems Science
25 Heng Mui Keng Terrace
Singapore 119615

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S$60 per participant
S$30 per NUS-ISS student (for verification purpose, please register using your NUS email account)
The prices above are inclusive of GST

Register Now Registrations ends on Monday, 5 May 2014 Seats are limited and will be reserved on a first-come-first-serve basis.

Registration note

Upon clicking the registration button below, you will be asked to create an account with ISS, this is a one-time exercise to ensure that your details are updated (eg. personal details) such that there will be ease of use in the registrations of future seminars/courses with us.

Seminar Agenda

08:30am	Registration
09:00am	Welcome Address Dr Carol Anne Hargreaves Chief, Enterprise Business Analytics Practice, Institute of Systems Science, NUS
09:10am	Becoming a Data Driven Decision Maker Mr. Timo Josten Co-Founder & Managing Partner, Sparkline The talk investigates why 'Big Data' is on everyone's mind, what the challenges are for businesses to adopt a data enabled business approach and what opportunities are unlocked for individuals as well as businesses who strive to become a 'Data Driven Decision Maker'.
09:55pm	From monitoring to action - why penetrating your business via business intelligence capabilities is critical to win your Customers and Consumers Mr. Eric Chen Director, Global Business Services Business Intelligence, The Procter and Gamble Company This session will provide a strategic framework and use case on how to holistically leverage data, reporting, and advanced analytics to track, understand, and act on business opportunities.
10:40am	Coffee Break
11:10am	Marketing to the Segment of One Dr. Kingshuk Banerjee Associate Partner, Business Analytics and Optimization (BAO), IBM Marketing has always been an activity that requires a certain amount of luck. Marketing Managers reduce their reliance on pure luck by becoming better at designing campaigns to prospective customers. Over the years, businesses have improved the effectiveness of their marketing campaigns by using available data to understand their customer better, organise them to similar segments, identify the right segments and then determine the right campaign for each segment. With Big Data and the powerful Analytics we have today, we have the ability to take this to a whole new level of effectiveness, Marketing to the Segment of One.
11:55am	Panel Discussion Dr Leong Mun Kew Deputy Director, Institute of Systems Science, NUS
12:30pm	Networking Lunch

Speaker's Bio

Mr. Timo Josten Co-Founder & Managing Partner, Sparkline

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Mr. Timo Josten Co-Founder & Managing Partner, Sparkline

Mr. Timo Josten is the co-Founder and Managing Partner of Sparkline, a consultancy focused on optimising conversion rates. Sparkline is a Google Analytics Certified Partner and the first Google Tag Manager Specialist in Southeast Asia. Timo spends his time maximising revenues for businesses by optimising their digital marketing efforts, integrating a variety of data streams and leveraging a range of technologies to drive meaningful business impacts.

Previously Timo worked at Google for over 5 years, across a range of departments, locations and products. Just prior to Sparkline he was part of the Google Analytics team, working as a Partner Program Manager out of the Singapore office. From there, Timo managed the Google Analytics Certified Partner program in Europe, Middle East, Africa and Asia. At Google he worked closely with Product, Marketing and Sales, driving growth and impact of the Google Analytics partnerships.

Mr. Eric Chen Director, Global Business Services Business Intelligence, The Procter and Gamble Company View Biography

Mr. Eric Chen Director, Global Business Services Business Intelligence, The Procter and Gamble Company

Mr. Eric Chen leads P&G’s Asia Business Intelligence (BI) organisation and is the Senior Analyst for the President of P&G Asia. In this role, he oversees over 80 Business Analysts, Customer Team Analysts, and Business Information Managers located in 10 countries. The P&G Asia BI organisation is responsible for driving faster decisions through business process transformation in multiple domains (from sales to supply chain) using advanced analytics, data visualisations, and immersive delivery technologies.

During his 15 years at P&G, Eric has held a multitude of roles within the Global Business Services organisation, including leading the Business Analytics programme for North America Hair Care and planning, establishing the first Scaled Analytics Solution team at P&G, step changing the speed of syndicated data delivery for P&G Senior Management, and creating strategic partnerships with key analytic companies.

Dr. Kingshuk Banerjee Associate Partner, Business Analytics and Optimization (BAO), IBM
View Biography

Dr. Kingshuk Banerjee Associate Partner, Business Analytics and Optimization (BAO), IBM

Dr. Kingshuk Banerjee is currently an Associate Partner in IBM Global Business Services (GBS). He leads a global pool of highly skilled Analytics consultants, dedicated to adoption of analytics-led strategy and transformation of IBM clients worldwide.

Kingshuk is a Subject Matter Expert on Advanced Analytics. He has advised multiple banks round the world on customer analytics and cognitive computing. He has earned his Doctorate in Engineering Management from George Washington University, Washington D.C. He also holds Masters in Telecommunications and Computer Engineering. He has lived and worked abroad for many years, and is fluent in several languages.

Last updated 8 May 2014

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