Customer Data & Analytics Focus Day


At the Chief Customer Officer USA 2018 conference, more than 130 CX professionals joined us for 3 full days of learning and networking. Packed with keynotes, panel discussions, workshops and discussion groups, our delegates left with many new ideas to help shape their CX programs.

9:00am- 9:15am

Chairman’s Opening Remarks


9:15am- 10:30am

Using data, monitoring and real-time analytics to improve your customer experience, loyalty and personalization strategies

How to maintain long-term business growth through customer engagement How to create a data focused personalisation program for your customers Meeting customer expectations matching product/service offerings through the use of insights and analytics Using data and analytics to increase customer engagement, improve resource optimization, empower employees and support business networks Tracking and analysing communications across… Read more.

Ravi Parameswar
Vice President, Head of Global Strategic Insights & Analytics - Johnson & Johnson

10:30am- 11:00am

Morning Coffee

11:00am- 12:30pm

Omnichannel Data Management

Alleviating siloed and legacy systems which hamper business agility Defined data stewardship and master data management Making data accessible and standardised Implementing eCommerce capabilities with brick-and-mortar

Eugene Gussman
Director Digital Innovation & Insights Lead - Pfizer

12:30pm- 1:30pm


1:30pm- 3:00pm

Using data and analytics to improve marketing capabilities

Choosing the right data at the right time through the right channels How carefully selected data and appropriate analytics inform business agility and enable strategic marketing decisions How can you turn data into actionable insights Aligning your business based off customer insights and analytics to improve your message


3:00pm- 3:30pm

Afternoon Coffee

3:30pm- 5:00pm

Refining customer experience through Big Data Analytics

• Storytelling using Big Data to elevate the customer journey • How customer behaviour and insight, derived from Big Data, can cultivate innovation • Defining a Big Data strategy that will influence the future of the business • Using Big Data to create a captivating personalised experience for each customer

David Goldberg
Vice President Data & Analytics - Prudential