CDO & CX UK Sit-Down Series - October Edition 2022
Data Driven CX and Monetisation, Delivering Better CX through Your Data Assets and Driving Organisation Growth
Hosted by Factor
- 500 attendees
- 33000 hours
Overview
The key to successful CX driven data leverage and monetisation is identifying and understanding the business processes you want to optimise, finding and integrating your data, and identifying which analytics will provide actionable insights.
During this edition of the Sit-Down we get together with leaders in Data, CX and IT to discuss the power of data, ways to harness it.
Join this months edition as we uncover:
CX Definition as the first step and the role of data in Customer Experience.
How to harness the power of your organisation’s data assets
The five areas to turn data into dollar with ethics in mind
Key focus on data leverage, data monetisation, data enrichment, data upkeep and data protection
What to expect
- Practitioner 20:1
- Speakers 15+
- In-person attendees 80+
- Practitioner : Vendor 20:1
- Live Interactions 1:1
- 15+ Sessions Full Day Session
- Virtual Attendees 100+
What we will cover
- How should you approach monetisation? Framing an effective and winning data monetisation strategy
- Defining CX CX Definition as the first step and the role of data in Customer Experience.
- Effectively leveraging your data assets How to harness the power of your organisation’s data assets
- What are the costs to build capability and execute the strategy successfully? Key focus on data leverage, data monetisation, data enrichment, data upkeep and data protection
Agenda
- No More Data Copies! How To Simplify Your Data Strategy with Dremio(Plenary) Dremio’s unique approach to enabling self-service data without relying on copies, provides a simple, effective way to deliver quicker time to insight. Dremio’s open architecture fosters innovation and agile reporting by empowering data consumers to discover, curate and prepare data without relying on data engineering.
- How to balance your CX strategy to be cost effective yet relevant for your customers(Plenary) In today's world retaining customers is heavily reliant on CX experience, yet most organisations feel that their current CX offering isn't seamless while at the same time they are under pressure to increase operational excellence with restricted data access. All CX leaders need to think about a blended & trusted customer journey that enables customers to shop online and in-store with technology-empowered solutions and a human touch. The organisations that balance this blended model, will continue to drive growth during these challenging times. If you are a CX leader looking to understand how to blend technology, in-store & online as a seamless experience, join this edition of the CCO Series, as we get into exploring topics and finding a solution on how: Data utilisation works towards an end goal for both the customer and organisation How to gain and use the right data in a world of privacy obsessed consumers How to use technology that supports the customer journey across the physical & digital world
- Five Big Bets for the Future of CX - Zendesk(Plenary) Technology has made some rapid and creative advancements over the past few years, and much of what we can expect by 2025 is an extension of what we're already seeing today. But by 2030, technology may evolve dramatically faster than we expect, and it will radically change the customer experience landscape. But how will these changes affect your business? What are those 5 big bets and what businesses will need to think about? Join our Chief Technology Officer, EMEA Matthias Goehler as he dusted off his crystal ball and unveiled five big bets for the future of customer experience.
- Morning Tea & Networking Break(Plenary)
- The people connection - breaking out on your own and how to still have the connection to others(Plenary) In this session Silva will explore these key takeaways: Always think long term and don’t cut any ties There is a learning opportunity and a potential new door opening with every new contact Don’t be shy, put yourself out there
- Trends Shaping the Next Decade in Data Data: (Intelligence at the Nexus of Data Mesh, the Modern Data Stack, and Data Fabric)(Plenary) . The latest concepts in the world of data seem to arrive as quickly as the actual data we accumulate and consume — and can be just as hard to sift through, understand, and manage. The modern data stack (MDS), data fabric, and data mesh are top of (data) mind, and this webinar will tell the tale of this trendy trio within a larger story: decentralisation. How do you retain control, security, and governance — and how do people find valuable, trustworthy data and information — in a decentralised utopia?
- Is data democracy the next big shift?(Plenary) As more enterprises are establishing data-centric strategies and democratising their data, we can expect new trends to emerge. Most organizations are aware of the clear benefits from better utilization of their data, yet very few are effectively integrating it into their business. A big part of Data Culture is Data Governance and Data Democratisation while managing the explosion of enormous amount of data. This includes the way data is shared, accessed and utilised. A better data governance system is crucial to data scientists as too much time is spent on cleaning and analysing. While data democracy can be challenging, the considerable benefits cannot be ignored. If the framework and structure is reliable, compliant, and secure, data democratisation can assist in providing better tangible benefits to an organisation. In this session, Domenico will elaborate on key differentiators that makes data democratisation the future for managing big data and realising its value. How businesses today are providing the right tools and are arming all their employees with the knowledge necessary to make smart decisions. Need for Data Protection and Privacy, a structured framework for better governance. How do we optimise and stay on track to continually add value to the organisation?
- Lunch Hour & Networking Break(Plenary)
- From cones to words: Augmenting colour communication within and across languages.(Plenary) Colour naming links vision and speech. It refers to our intriguing cognitive capacity to group millions of discriminable colours into a smaller set of categories named, for example, “yellow”, “teal” or “periwinkle blue”. Since 2009, we have led an international collaborative project to collect unconstrained colour names with their corresponding colour ranges through a crowdsourcing experiment with thousands of observers in tens of languages (accessible at https://colournaming.com) and compared the results against psychophysical methods performed in controlled laboratory viewing conditions and in the field. We developed robust computational tools trained by these multilingual datasets to automate the colour naming task across the full colour gamut and we are now expanding our data collection and computational methods to automate the colour naming task in complex scenes. Through discussion with key companies in the industry, we have identified specific gaps in current capability with immediate applicability for our tools.
- In the cookie-less world, how do we capture and utilise first-party data to enhance the customer experience?(Plenary) Customer experience can mean various things but what does it mean in the digital world? With the growing concerns over privacy, technology companies are deprecating third party cookies as a behavioural tracking mechanism . In order to fully understand the impact of this, Ashish will explore on how organisations can strategically invest in improving first party customer data collection and make use of it to enhance the digital customer experience. This session will explore how we ensure we are capturing the right digital foot-print of our user journey and then re-use it for the greatest value. Questions Ashish will explore include: Will the removal of cookies dramatically change how and why we capture data for customer experience? How do we look at the data journey of a user and make the best use of it? How we leverage the Datamesh approach of governance and make an impact in the Cookie-less world.
- Understanding and utilising the power of data to optimise delivery(Plenary) "Data is everywhere" Megha is going to explore how in the construction industry, data driven customer experience is a relatively new concept which is leading to optimised results and customer satisfaction, but there is still a long way to go. With her unique and fascinating experience working with the Antarctic Survey team, Megha has created systems which allow for greater collaboration between the customer and her design teams to go from assets to systems to networks of systems in a concept build. Join us in this interactive presentation to discuss key issues such as: How do we better capture data to fit our tools? How do we simplify data science so that whole teams can benefit from the power of data? How do we ensure that the customer experience is at the centre of our data and driven by it?
- Afternoon Tea & Networking Break(Plenary)
- How to win the war on Talent in Data Analytics - move beyond the stale ‘post linked in’ talent acquisition tactics.(Plenary) Inability to hire the right Talent is the number one reason Data Analytics initiatives fail, say Gartner. Does your company struggle to recruit the best talent for your positions? Are you reliant on out-dated practices to find and retain good talent? What does headhunting really look like? How do you access the full talent pool and attract the perfect candidate? In this session, Jeremy will explore how to access the right talent for your business across industries & practical steps you as a leader can take to make this happen. He will explore the myths surrounding talent shortages and the supposed "war on talent" in the data space. He will discuss how your business can change their hiring aims and style to access talent beyond the 10% of active talent on LinkedIn & Job Boards, and instead appeal to the more passive Talent that only the best recruitment processes & methods can access.
- End of Day & Closing Remarks by Sit-Down(Plenary)
Speakers
Domenico Palmieri · Head of Ads Data Capabilities, Financial Times I help brands to effectively measure success of their advertising activities by developing and enhancing the FT’s advertising data ecosystem. This, in return, shapes better and more relevant advertising narratives for the users. I'm a pro-active and enthusiastic professional with 7 years + of experience within the digital advertising and media industry, specialized in data and business intelligence operations. What I love the most is establishing new business functions, nurturing team members and growth business by leveraging data and building scalable tech products. I think my job is all about helping people by creating meaningful brand experience through first-class measurement and data solutions.
Dimitris Mylonas · Assistant Professor in Computer Science and Course Leader of Data Science and Philosophy & Cognitive Science programmes, Northeastern University, London Dimitris Mylonas is an Assistant Professor in Computer Science and Course Leader of Data Science and Philosophy & Cognitive Science programmes at Northeastern University London. His research focuses on the intersection of perceptual, cognitive, and linguistic aspects of colour. Dimitris is Chairman of the study group ‘Language of Colour’ of the AIC, committee member of the Colour Group (Great Britain) and co-organiser of the ICVS 2022 and Wittgenstein & AI 2022 conferences.
Veronica Amestoy · Chief Customer Engineer, Google While technology remains at the core of what Veronica does, she is leading the efforts on driving diversity into the tech sector by using apprenticeships opportunity to bring people from different walks. Through her years of experience, Veronica has worked across many industries & helping enterprise clients as well as SMEs on their digital transformation and found herself often leading projects outside her core responsibilities as she thrives when changing the status quo. She will be speaking solely on her journey and experience in customer experience
Ansgar Koene · Global AI Ethics and Regulatory Leader, EY My current work focuses on the development of design and regulatory tools to maximize the beneficial use of information technologies and minimize negative consequences on people and society. I have a multi-disciplinary research background, having worked and published on topics ranging from Policy and Governance of Algorithmic Systems (AI), data-privacy, AI Ethics, AI Standards, bio-inspired Robotics, AI and Computational Neuroscience to experimental Human Behaviour/Perception studies. I hold an MSc in Electrical Engineering and a PhD in Computational Neuroscience. My current work focuses on the development of design and regulatory tools to maximize the beneficial use of information technologies and minimize negative consequences on people and society. I have a multi-disciplinary research background, having worked and published on topics ranging from Policy and Governance of Algorithmic Systems (AI), data-privacy, AI Ethics, AI Standards, bio-inspired Robotics, AI and Computational Neuroscience to experimental Human Behaviour/Perception studies. I hold an MSc in Electrical Engineering and a PhD in Computational Neuroscience.- Matthias Göhler · Chief Technology Officer (CTO), Zendesk Matthias Göhler joined Zendesk in October 2021 as EMEA Chief Technology Officer. As a regional CTO, he leads the development of Zendesk´s vision for innovation in customer experience based on the needs of EMEA customers. He is passionate about helping brands realize their goals for market-leading customer experiences that can build deeper customer relationships and brand loyalty. Matthias has more than 20 years of experience in technology and SaaS industries. He joined Zendesk from SAP where he spent the last 10+ years in their Customer Experience practice building up an industry portfolio for Customer Experience. Prior to SAP, Matthias worked with Gemini Consulting with their strategy practice. Based in Mannheim, Germany, Matthias also volunteers his time as a coach for various start-ups and social projects.
Partners
- Alation Alation is the leader in enterprise data intelligence solutions including data search & discovery, data governance, data stewardship, analytics, and digital transformation. Alation’s initial offering dominates the data catalog market. Thanks to its powerful Behavioral Analysis Engine, inbuilt collaboration capabilities, and open interfaces, Alation combines machine learning with human insight to successfully tackle even the most demanding challenges in data and metadata management. More than 330 enterprises drive data culture, improve decision making, and realize business outcomes with Alation including AbbVie, American Family Insurance, Cisco, Exelon, Fifth Third Bank, Finnair, Munich Re, NASDAQ, New Balance, Parexel, Pfizer, US Foods, and Vistaprint. Headquartered in Silicon Valley, Alation was named to Inc. Magazine’s Best Workplaces list and is backed by leading venture capitalists including Blackstone, Costanoa, Data Collective, Dell Technologies, Icon, ISAI Cap, Riverwood, Salesforce, Sanabil, Sapphire, and Snowflake Ventures. For more information, visit alation.com.
- Dremio Dremio is the easy and open lakehouse platform. Hundreds of organizations, including 3 of the Fortune 5, use Dremio to deliver mission-critical BI on the data lake. As the original creator of Apache Arrow, Dremio is on a mission to reinvent SQL for data lakes and meet customers where they are in their cloud journey. Dremio was founded in 2015 and is headquartered in Santa Clara, CA. Investors include Lightspeed Venture Partners, Redpoint, Norwest Venture Partners, Insight Partners and Sapphire Ventures. Connect with Dremio on GitHub, LinkedIn, Twitter, and Facebook.
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