1. Welcome! Customer Analytics Executive Summit September 21, 2015
Fern Halper
TDWI Research Director, Advanced Analytics
David Stodder
TDWI Research Director, BI

2. Your Co-Chairs David Stodder Research Director, BI TDWI
James Taylor is the CEO of Decision Management Solutions. He is a leading expert in how to use business rules and analytic technology to build decision management systems. James is passionate about using decision management systems to help companies improve decision making and develop an agile, analytic, and adaptive business. He provides strategic and decision requirements consulting to companies of all sizes, working with clients in all sectors to adopt decision-making technology.
James has spent the last 20 years developing approaches, tools, and platforms that others can use to build more effective information systems. He has led decision management efforts for leading companies in insurance, banking, health management, and telecommunications. James is the author of Decision Management Systems: A Practical Guide to Using Business Rules and Predictive Analytics (IBM Press, 2011) and Smart (Enough) Systems: How to Deliver Competitive Advantage by Automating Hidden Decisions (Prentice Hall) with Neil Raden.

3. Customer Analytics Summit Goals
Provide a greater understanding of customer analytics
Provide real world guidance from those who have been there
Understand vendor solutions
Talk
To vendors
To each other
Determine if customer analytics is right for you

4. Definition of Customer Analytics
The analytics techniques, data infrastructure, and processes that organizations use to understand and act on customer behavior……

5. Customer Analytics Framework
Methods
Analyze and understand
Descriptive
Predictive
And more!
Act
Goals
Improve experience
Satisfy/delight
Attract/retain
Organizational
infrastructure
Data infrastructure
Analytics
infrastructure
Foundation 5

6. Predictive analytics used in marketing and sales

7. For customer focused activities

8. Important Summit Topics
Predictive analytics, text analytics, and other methods for upgrading customer insight and process excellence
Using visual analytics and visual data discovery to sharpen customer insight
How to improve data warehousing and big data management to increase customer intelligence
Customer master data management best practices through case examples
Organizational and cultural issues

9. House keeping notes

10. What does Mick have to do with our Summit?

11. Agenda for Today’s Summit
9:45 Keynote: The CMO’s perspective on building a data driven marketing organization, Lisa Joy Rosner, Neustar 10:30 BREAK 10:45 Case Study- Advanced Analytics for B2B: A Pragmatic Approach, Paulo Costa, Cisco 11:30 Case Study- From Traditional to Modern: How Rakuten Marketing Realized the Promise of New Generation of BI: Scott Wallace and Donald Krapohl, Rakuten 12:15 Sponsor introductions, Dave Stodder 12:30 LUNCH

12. Agenda for Today’s Summit
2:00 Workshop- Learning the Voice of the Customer with text analytics, Chris Jones, Beartooth 3:30 Case Study- Build it and they will come, Steve Conley, Boston Red Sox 4:15 BREAK 4:30 Talk: Big data architectures for customer analytics, Carey Moretti, Trace3 5:15 Reception with Summit Sponsors