Programme 17 February 2010

Timings

Registration 8.30 - 9.00
Conference sessions 9.00 - 16.45
Networking lunch 12.50 - 14.00

09.00 Chair’s welcome:

Martin Hayward, former Director of Strategy & Futures, Dunhumby

09.15 Social networking and market research

• Adaptation from social networking to market research
• Developing fresh and innovative target sampling, partnerships and the creation of the virtual currency market
• Surviving as a startup: Innovation, adaptation and providing accurate sample
• Satisfying customer needs: MR Buyers, Consumers and Publishers
• Maintaining growth and the future of market research

Sean Case, SVP Sales and Client Services, Peanut Labs

10.00 What is a customer?

• Identifying the contrasts between an informatic and a psychological perspective on customers
• Informatic perspective: developing practical definitions of the term ‘customer’ for data gathering, retrieval and analytic purposes.
• Psychological perspective and understanding customers as human agents with specific desires, needs and motivations.
• Are these two perspectives compatible or will there always be a tension between them.
  
  Andy Wells, Senior Lecturer in Psychology, Institute of Social Psychology, The London School of Economics and Political Science (LSE)

10.30 Turning data into insight: Four trends that create the perfect storm of customer engagement

• Emerging trends in UK & Ireland in both consumer and client thinking
• Affects of a harder hitting recession in Ireland: A more open and externally-reliant country than any other European economy
• Assessing the impact of profound and wide-ranging social and market change in Ireland after the bust
• Trends present elsewhere: ethnography, mass customisation, company/consumer collaboration
• Impact of trends within Ireland’s pressure cooker atmosphere

· Larry Ryan, Director, Behaviour and Attitudes

11.30 How analytical insight informs branding decisions and business results

• Exploring the importance of data and the analytical interpretation in reforming key business decisions
• Using leading case study examples from major global branding projects to illustrate the importance that data plays in ensuring definition of the right brand strategy to deliver impact

Graham Hales, Managing Director, Interbrand UK

12.00 Survey design, customer satisfaction and panel member retention

• Focusing on the increasing need for the research world to adjust its behaviour to retain panel members, to cultivate an engaging, rewarding and motivating online panels and survey environment for participants
• Looking at the aspects of panel management contributing to satisfaction and retention of members and the role of survey experience
• Exploring online survey experience in-depth to identify and quantify the impact survey design has on participant satisfaction and future activity.
• Findings from Research Now’s analysis of survey participation database and survey satisfaction questionnaire
  Identifying key survey design drivers that engage and retain survey participants and online panel members
• Identifying quick and easy factors to implement

Chris Dubreuil, Head of Client Development, UK, Research Now

12.30 The truth is out there:Making the best of web generated data

• Looking at practical examples from recent projects for clients including Seven Seas
• How can you make the best of the valuable data available via the web?
• What are the challenges inherent in using Search, Analytics and Twitter amongst others, to create insight
• The brave new world of ‘mindset’ analysis – do demographics matter online?
• Breaking down the barriers between digital marketers and researchers: What are the benefits in getting closer?

Anna Cliffe, Head of Insight, Brahm

14.10 Segmentation strategy: Using data to identify and reward high-potential customers

• Helping companies identify and approach different customer types with offers that will yield the greatest returns through a well-planned segmentation strategy
• Using consumer data to identify and solicit high-potential customers and competitors’ customers
• Making sense of your customer data so as to identify new and rewarding ways to turn data into effective insight
• Make your data work in a segmentation strategy that will drive different usage and behaviour patterns

Dr. Angela Karlsberg, Head of Analytics, McCallum Layton

14.40 Measuring the ROI of Social Media

• What is Social Media?
• The Social Media Process
• How to Optimise Social Media

Brad Little, Head of BuzzMetrics, EMEA Online - The Nielsen Company

15.40 Creating loyal customers: setting goals and measuring success

• The power of partnerships and collaboration
• The power of community (word of mouth, viral marketing and Web 2.0): How communities of loyal customers now fuel the entire marketing engine
• The power of data:  A brand is essentially the sum of its customer interactions. With marketers driving the entire customer experience using data practice enterprise loyalty, how do we transform a company from a product-focused model to a customer-focused one?
• The power of technology

Charles Humphreys, Nectar

16.10 How Loyalty enables effective data usage to impact customer retention

• Creating a Loyalty Program which impacts customer retention
• Latest trends in the CRM landscape
• Customer case study: How the Swedish Railways changed from an unprofitable government rail organisation to an award winning customer centric success story
• Looking at the industry’s landscape, the challenges and solutions
• Case study results: Showing how robust data analysis and action makes a difference to customer experience management

Natalie Kouzeleas, Senior Director Marketing, Loyalty Solutions, Oracle