Exchange Day One – Tuesday 25th May 2010
08.30 Coffee & Registration
09.15 Chairman’s Welcome & Introduction To Day One
09.30 The Future Of Market Research: Is Everything We Do Today Really Enough?
Federico Trovato
Vice President Consumer & Market Intelligence
Philips Consumer Lifestyle
10.00 What Does It Mean To Be Insightful, And Why Should You Care?
Depending on your role, background, training and beliefs, customer insight will mean something very specific to you and something different your colleagues and peers. This session
has been designed to provide you with the inside line on what it truly means to be insightful and how the slant of that view can impact the way your business operates, interactions
with your customers and your customers perceptions of you.
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Professor Moira Clark
Director of The Henley Centre for Customer Management
Henley Business School
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Sarajit Mitra
Group Head, Marketing Planning & Insight
HSBC
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Jim Burrell
Senior Vice President, European Operations
Enterprise Rent-a-Car
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11.10 Ice Breaker Networking Session
Branded as “the best networking session I’ve ever attended” by a number of past Exchange delegates, this is the ideal opportunity for you to capitalise on your time out the office by
speaking to each of your international peers in attendance. This unique networking session is structured so that within just five minutes, you will know if it’s worth meeting up again
with someone later in the day or whether there’s a possibility of a future business relationship.
BREAK-OUT WORKSHOPS
*** Select any sessions you want to attend, and we will customise your on-the-day agenda
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A seated networking lunch will be served from 13:00 – 14:00
A1 - How The Enterprise Service Quality Index (ESQi) Transformed Enterprise Rent-A-Car Operations
Jim Burrell
Senior Vice President, European Operations
Enterprise Rent-a-Car
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B1 - Session Reserved For Sponsor
If you have a valuable data analytics tool and would like to find out if you qualify as a potential speaker for this session, please contact us on +44(0) 207 368 9500 or email sponsorship@iqpc.co.uk
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C1 - How To Bring Your Organisation On The Insight Journey With You: The Key To Realising Results
Max Kelly
Managing Director
Virgin Insight
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A2 - Extracting Data From Multiple Sources To Gain A 360° View Of Your Customer
Lee Mostari
Head of Customer Experience & Voice Of The Customer
T-Mobile
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B2 - Maximising The Use Of Insight With Customer Profiling, Segmentation, Value Management And Other Analysis Tools
Dr. Jukka Hekanaho
Director CRM
Bank Sarasin
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C2 - Consumer Insight-Driven Lifestyle Innovation: The Philips Approach
Federico Trovato
Vice President Consumer & Market Intelligence
Philips Consumer Lifestyle
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A3 - Session Reserved For Sponsor
If you have a valuable customer feedback or data capture tool and would like to find out if you qualify as a potential speaker for this session, please contact us on +44(0) 207 368 9500 or email sponsorship@iqpc.co.uk
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B3 - Extracting Tangible Business Benefits from Social Networking Sites & Online Communities
Tony Watson
Head of Non-Matchday Sales
Everton Football Club
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C3 - Next Generation VOC: Creating Value out of Customer Experience
Shir Liany-Hazaz
Head of Service Quality
Leumi Card
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17.30 Getting To Grips With The Rise Of Social Media And Its Impact On Customer Engagement & Business Innovations
Professor Moira Clark
Director of The Henley Centre for Customer Management
Henley Business School
18:10 Chairman’s Closing Remarks & Networking Drinks Reception