Customer Experience Is Changing: Are You Leading Or Falling behind?

30 January 2014

Many organisations are now using new technology and effective engagement systems to advance their customer management.  They’re seeking to integrate customer insight and multichannel engagement to coordinate activities and improve the overall customer experience. 

Although marketing technology is an essential component of these efforts, it’s not technology adoption alone that matters but how well it’s integrated across channels and throughout your business. 

For 2014 Brand Republic are teaming up with HP Autonomy for a three part campaign, comprising survey, webcast and expert report, to research and discuss how customer experience is developing.

In this live webcast we will: 

  • Discuss new technologies that offer powerful behavioural analysis and segmentation to drive precise channel attribution and personalisation
  • Reveal the survey results to show new advances in customer experience and how to keep up
  • Offer brand case studies to inspire you to take your customer experience to the next level
60 minutes
Webcast
Sponsored by: HP Autonomy
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Speakers:

Will Cook

Job Title: VP Multichannel Marketing
Company: HP Autonomy

Will is responsible for providing expertise in multichannel customer engagement.  Will works with leading companies to help them better understand customer interactions across multiple channels, and, by applying HP Autonomy technology to their customer data, derive actionable insights that deliver measurable ROI.

Prior to Autonomy, Will worked for Amazon’s Merchant Services division.  Will led a team driving recruitment of key retailers to Amazon’s 3rd party retail channel (“Amazon Marketplace”), adoption of Amazon’s outsourced logistics services, and launched Amazon Webstore, Amazon’s SaaS-based, white-label ecommerce platform.  

Prior to Amazon, Will worked for leading financial data company Hemscott (since acquired by Morningstar), providing expertise in creating bespoke corporate and investor relations websites that enable publicly listed companies to communicate effectively to their diverse stakeholder groups.

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Stephen Ingledew

Job Title: Managing Director, Customers and Marketing
Company: Standard Life plc

Stephen is responsible for the strategy and direction of Standard Life’s Customer and Marketing Division (around 500 people). This includes the marketing activity across all channels to the company’s four million UK customers.

In addition, Stephen is responsible for Standard Life’s direct to customer business which serves two million customers by telephone, online and mail.

He joined Standard Life in November 2008 as Distribution Strategy Director.

Stephen has extensive experience working in financial services. Before joining Standard Life, he held a variety of Director roles with large financial organisations such as Barclays, Friends Provident, Berkeley, Frizell and AMP in areas including Marketing, Distribution and Product Development. 

Stephen is a passionate advocate of financial capability. He has written and spoken about the subject in dozens of TV, Radio, national press and conference appearances during his 20+ years in financial services. 

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Moderated by:

Georgia Cockerell

Job Title: Head of Content
Company: Brand Republic Insight

Georgia joined Haymarket Business Media in 2011. She is responsible for creating innovative content and events across various B2B markets within Haymarket, ranging from renewable energy through to marcomms, including heading up the production for Brand Republic Insight. In terms of products, Georgia's remit covers video, online streaming, webcasts, interactive virtual summits, DVDs and websites. Georgia will draw on her experience within the digital space to ensure your most pressing questions are fielded in the webcast.

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