Customer Experience: Joining the right data dots

Digital marketing screams ‘new technology’. But is effective digital marketing more about your business capability – your ability to change an operating model quickly – than about the technology itself? Yet there is also still a place for traditional marketing techniques in today’s digital world. It’s about getting the balance right between all customer touch points. And it is about understanding how to unlock the value of data by putting it into context in real-time. Digital marketing is a little like a popular children’s game: the one where you join the dots to gradually reveal a complete picture. The more you engage with your customers and join up the right data dots across multiple touch points, the clearer the picture becomes about their buying habits, likes and dislikes. How do you manage to get the right data available in your company?

Speaker: Sander Daniels, Global FS Lead for Customer Value Analytics – Capgemini Insights & Data

How to become digitally driven: Achmea’s data management journey

Many organizations have a digital strategy and want to become digitally driven. Only few have been able to make this tangible from a data perspective. What needs to be put in place around data management to facilitate the digitally driven organization. Achmea has chosen to use the Data Management Maturity model as a framework and tool for reference to put the digital organization in place. During this round table Achmea and KPMG will address the DMM and how this can put in practice.

Speakers: Joost van Beveren, Director IT Change – Achmea
Ronald Jonker, Partner & Service Leader Enterprise Data Management – KPMG Advisory

Business Agility

For many companies it's difficult to keep up with the increasing pace of change, due to their size and complexity. By adopting an agile operating model, it becomes possible to reignite innovation and become responsive.

Moderator: Heico ten Cate, Lean Consultant, Moderator, Discussion leader and Project Manager – ICT Media

Speaker: Jerry Heystee, Lean management group and IT Manager – Surplus

The Digital Purchase Journey

Only a few years ago, when we wanted to buy something, we’d consult brochures and catalogs or look for a knowledgeable salesperson. Now, the way we buy has changed beyond recognition. And it keeps being reinvented. First, we went online, then things got social and today we’re mobile. The new purchase journey is digital – it’s shopper controlled, social powered, multichannel and search-guided. But how do you offer your customers a digital purchase journey? How can you offer a seamless customer experience via the different channels? How do you connect the dots between key information about customer, product, supplier and location? And last but not least: which role does the data play in all this?

During this roundtable we will provide the answers to the questions above.

Speaker: Roy Machielsen, Director Customer Experience - Osudio

Data-driven: how does that work?

How does a data driven organisation work? With cases and visions from inspiring executives in the field of data management as a starting point, we are going to find answers to the question of how governance, organisational culture, sourcing and architecture are being influenced by data, which is increasingly used as a means of production.

Moderator: Arnoud van Gemeren, Hoofdredacteur Tijdschrift IT Management, Outsource Magazine & Boardroom IT

Customer-Centric Organizations: Balancing Digital Transformation and Data Governance

European and other regulators are more and more interested in the quality of data and have increasing reporting demands. As a result data governance projects have become mandatory for every financial services organisation. According to a study commissioned by Cognizant and Informatica and performed by IDC Financial Insight, financial services organisations will have a significant competitive advantage if they execute data governance projects with customer centricity in mind, instead of waiting until being forced by regulatory bodies. Data governance nowadays spans the whole spectrum from systems of records to systems of engagement. In the world of multi-channel, digital and social media there is an ever increasing need for good governance of the often unstructured (Big) data. By doing that, organisations will be able to establish a comprehensive 360° view of customers and thus, better control risks and take proper advantage of opportunities.

Speaker: Gwellyn Daandels, Senior Director Analytics and Information Management - Cognizant

How to align your organization in the digital age?

Businesses have to be more innovative, more flexible, and much more responsive to succeed, even survive, in the digital era. How to bring IT and business into closer alignment, elevate IT into a more strategic role, deliver the agility and efficiency required for success and enabling digital transformation.

Moderator: Heico ten Cate, Lean Consultant, Moderator, Discussion leader and Project Manager – ICT Media

Speaker: Corné Mulders, CIO – Sint Anthonius Ziekenhuis

Internet of Things: Going big with Data: Acting on two speeds to deliver value from data

These are great times for data enthusiastic companies and these are challenging times as well. More and more there is an understanding that analytics are an essential component of the decision-making process and that business value is to be extracted from data. Many companies say they view their data as an asset but have not taken any steps to act on this statement yet. To enable analytics to be valuable for your organization there are a number of foundational steps that need to be taken. For example, which data sources are relevant, how do we integrate these sources and what about the quality of this data? At the same time innovation in the area of data is required to drive the change. Combine this ‘acting on two speeds’ with the increased amount of multi structured data sources (like IOT or social) in- and outside your organization and you understand why it is time to rethink your data (integration) landscape. But in which direction? Recent research from Capgemini has brought to light that the most value of data analytics is often in optimizing internal processes and services. In fact the expected benefits of operational improvements or employee productivity are three to four times higher than customer facing analytical solutions. What are the consequence, what do to do first? Join Capgemini in this round table and discuss with your peers how they are following the path from data to insights.

Speaker: Jorgen Heizenberg, CTO Capgemini Insights & Data NL and Global Data Architect

An Enterprise Architecture Approach to Digital Transformation

In this digital world an agile and robust architecture only adds business value when the business itself takes accountable ownership over that architecture. How does the CIO and his chief/lead architect ensures that the business actually takes responsibility over the architecture by giving their ownership the necessary substance and direction? How do you, as a CIO, sustainably involve your business colleagues in their architecture? How should the architecture look like for you and for your business managers? Which role do the lead architects play in the game called ‘Architecture’ between CEO, COO and senior business managers on one hand and the ICT professionals on the other?

Moderator: Hotze Zeilstra, Hoofdredacteur CIO Magazine & BaaS Magazine (Boardroom as a Service)

The digitization of B2B

Are you the next disruptor? Goal of this session is to jointly make the next step in the further digitization of your organization. There is a strong rise of a number of new players in the B2B market. Next to that, the needs of customers are continuously changing and customers are constantly changing the channels they use in the buying journey. Which requirements are relevant concerning leadership and digital technology? What is the current state of the digitalization of your organization? And what are the experiences within other B2B organizations? These questions are being addressed in this round table discussion.

Speaker: Gertjan Schaefers, CEO & Founder – Eperium Business Solutions