Open Group Conference - Architecting the Boundaryless Organization
This conference ran from 19th to 22nd of October in Edinburgh. My talk was on Boundaryless Customer Engagement, and took place on the Monday afternoon. The material was developed in collaboration with my colleague Andrew Forsyth.
The business value of customer analytics and big data is not just about what
you can discover or infer about the customer, but how you can use this
insight promptly and effectively across multiple touchpoints (including
e-Commerce systems and CRM) to create a powerful and truly personalized
customer experience.
For most organizations, mobilizing this kind of intelligence raises organizational challenges as well as technical ones. I talked about how some leading companies are starting to address these challenges, and described the vital role of enterprise architecture in supporting such initiatives.
Key takeaways:
For most organizations, mobilizing this kind of intelligence raises organizational challenges as well as technical ones. I talked about how some leading companies are starting to address these challenges, and described the vital role of enterprise architecture in supporting such initiatives.
Key takeaways:
- A reference model for omnichannel consumer analytics and engagement.
- An architectural approach for closed-loop integration across multiple customer touchpoints and diverse data platforms.
- A template business case for building and extending your business and technical capabilities for customer engagement.
Unicom Data Analytics Forum - Exploring the Business Value of Predictive and Real-Time Analytics
Was held at the Kensington Hilton in West London on 2nd December.My talk was on Real-Time Personalization - Exploring the Customer Genome. Retail and consumer organizations have started to develop more personalized interaction with customers, based on rapid analysis of a broad range of customer attributes and propensities, known metaphorically as “genes”. These may be used to target campaigns more accurately, or to generate the next best action in real-time for a specific customer.
For more details and registration, please visit the Unicom website.
Here are the two presentations. There are significant overlaps between the two.
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