Workshop: Customer Care

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Téléchargez les présentations du Workshop ITbanker 2010

ITBanker2010-customercare-Odyssey.pdf

IBM Customer Lifetime Workshop

How to better assess and manage customer value

Dynamic marketing optimization techniques and tools to improve customer lifetime value and build customer equity

For banks, managing customer interaction today is an increasingly challenging task, especially with consumer’s high expectations. Many banks have defined, applied and embraced customer segmentations as a means to affiliate customers to specific channels and services. However current segmentation strategies have their limitations. In other words, they tend to fail to extract value from these segmentations.
A key challenge is that banks have more data to analyze and often, it seems less insight from it. All of this comes at a time when accountability and organizational transparency into sales & marketing operations is an executive imperative. In response to the dynamic analytical needs and challenges of the marketing industry, scientists from IBM Research developed the Customer Equity Lifetime Management (CELM) solution to drive Customer Portfolio management. This enables marketers to deliver measurable contribution to the company bottom line by assessing and manage customer value as a true financial asset. Using mathematical finance techniques for asset valuation and portfolio optimization techniques, the CELM solution helps organizations derive optimal sets of marketing planning and budgeting actions in order to maximize customer value and transition customers to greater value/loyalty.

Speaker: Abderrahim Labbi is CRM Research Leader of IBM Research Labs in Zurich

Dr. Abderrahim Labbi is CRM Research Leader of IBM Research Labs in Zurich, Switzerland. His research, teaching and consulting activities in the last 15 years have been focused on quantitative approaches to optimization of various business processes, especially in the CRM area. He has published more than 40 papers in international business and scientific journals and conferences, and holds several patents, including the IBM Customer Equity Lifetime Management (CELM) solution, which was awarded the 2005 Best Practice Prize from the INFORMS Society for Marketing Science (ISMS).


Client-centricity in Private Wealth Management

Restoring customer confidence – how can front-office technology help?

Customer confidence has been badly hit in Private Wealth Management and needs to be restored. As a result financial institutions are adapting their business models and looking at ways of serving private clients better. The presentation explains how front-office technology can be leveraged to improve the advice experience, enforce service-level agreements and better explain risk to clients.

Speaker: Didier Pitton, Vice President Marketing Product Management, Odyssey Financial Technologies (Temenos Group)

Didier is Vice-President of Marketing & Product Management and member of the Management Board of Odyssey Financial Technologies, a company part of the Temenos Group. Over the last 11 years, Didier held several senior positions in R&D, Business Development, and Product Marketing. Prior to joining Odyssey, Didier spent several years at UBS Private Banking and Credit Agricole Private Banking where he acquired in-depth knowledge of best practices in Private Banking and Wealth Management.


Round Table

Moderated by Muriel Foulonneau, Knowledge Intensive Systems and Services Henri Tudor Research Centre

Muriel Foulonneau is R&D engineer at the Tudor Research Centre in Luxembourg in the Knowledge Intensive Systems and Services unit. She has been involved in multiple projects, in Europe and in the US. She has worked on a variety of applications, ranging from enterprise content management to portals and collaborative applications. She specializes on knowledge models, interoperability and semantic technologies. Her current interests focus on the use of semantic technologies for personalized and context aware applications, recommender systems and adaptive content and services.


Register Now ! and book this workshop