Programme

Positioning data management within an industry context: responding to technology, customer behaviour and business responses

• Considering how the web is changing interaction between customers and companies and the role of improved data management within this
• How changes in business behaviour have increased the importance of internal data and the systems used to manage and control it
• Trends and influences on customer behaviour and demands

Integrating intelligence into corporate decision-making

• An integrated Business Intelligence approach
  
• Market analysis and management reporting
  
• Business Intelligence translated to marketing and sales activities

Enabling the next generation of customer-focused Business Intelligence

• Why real-time transaction records from the signalling network provide the only true source of information in end-to-end customer experience
• Linking customer experience data with customer profile information to ensure the most valuable subscribers get the best possible service
• Using this data to identify the next most important customers and the next most popular services
• Using signalling intelligence to provide a competitive advantage in the market

O2 Germany case study: how to deliver Business Intelligence value

• Data is key: building a customer-centric data warehouse
• Single version of the truth: a real-world example
• Strategy and benefits: reporting, analysis and campaign management based on a single customer-centric data warehouse

Building High Performance Business Intelligence Solutions for Telecom

• Exploring the need for high performance Business Intelligence solutions in the telecom domain
• Best practices for building high performance Business Intelligence solutions
• Using packaged Business Intelligence frameworks for building an effective Business Intelligence solution

Customer Business Intelligence as driver and enabler for a converging telecoms company

• We need it now: why and how KPN needed to change the way business and IT worked in cooperation
• We want it now: why and how we needed to change our way of making business decisions
• We do it now: real-life examples of the impact of customer intelligence in the Dutch market

Driving customer lifetime value and loyalty via effective use of Customer Intelligence

• Identifying key methods for modeling customer satisfaction and the necessary KPIs
• Best practices and strategic responses to the results of satisfaction analysis
• Gaining feedback during ongoing marketing campaigns to structure further actions
• Defining the overall commercial benefits derived from a holistic approach to using Customer Intelligence

Using Business Intelligence to control your carrier voice business

• Carrier voice business: risks and challenges
• Routing intelligence, margin control and revenue assurance
• Searching for the right Business Intelligence system?
• Telefonica Deutschland: our successful experience

Subscriber data integrity: Business Intelligence
starts here

• Why subscriber/product/unit analysis is the core to customer
  management in your Business Intelligence Solution
• What are the traditional subscriber tracking metrics, and how
  should they be expanded?
• Driving data quality and richness through change data capture
  and business rule methodologies

Creating an active sales tool by using Business Intelligence and IT solutions

• Combining the different needs of our operational teams including marketing and sales
• Customer profilingin order to increase sales and customer satisfaction
• Active sales tool: design and capabilities
• Results measurement in order to promote tool usage and effectiveness

Adding customer centricity to your CRM initiative to achieve long-term profitability

• Ensuring that your customers really do benefit from your CRM initiatives by gaining insights into customers attitudes, preferences, expectations and actual experiences
• Building one view of the customer throughout the entire organisation
• Embedding the customer experience into the overall corporate strategy
• Setting up the right IT environment

Closing remarks from the Chair and end of day one

• Specifying a suitable technical infrastructure for data analysis and prediction models
• Case study: churn analysis, churn prediction models for retention campaigns
• Case study: segmentation of the customer base,
  both residential and business customers

Are your bases covered for the next wave of Business Intelligence?

• The need for Business Intelligence 2.0 as a logical extension to the advanced capabilities of your current infrastructure
• Cleaning up your Data Warehouse architecture to support enterprise-wide information
• Establishing suitable data definitions and data management processes

Unleashing the power of our customer-centric Business Intelligence solution

• Business processes and our Business Intelligence solution
• Business Intelligence strategy: from mass marketing to interactive marketing
• Data mining and metadata management
• Business improvement opportunities

Slovak Telecom’s approach to building an enterprise data warehouse

• The technical architecture and ETL processes adopted
• Serving key business areas with main functionalities
• Operational lessons regarding management and procedures
• Enterprise data warehouse maintenance and support

Using performance management to elevate the benefits of Business Intelligence in your organisation

• Common problems of management’s use and experience with Business Intelligence
• Using scorecards as a 'front-end' to the usiness Intelligence application
• How to maximise the business value of KPIs
• Aligning the KPIs with enterprise goals, strategies and objectives
• Planning and implementing a performance management project