PANEL: How do you deliver a more joined up customer experience?
Challenges around people, process, technology
An interactive Q&A session with a range of experts on a moderated panel. We'll be asking the panelists for any insights or views they have on how you should go about delivering a more 'joined up' customer experience across channels, online and offline, including technical, people and process challenges. Feel free to ask your own questions of the panel!
About the speakers
Grant Baillie, Head of Online CRM, Marks and Spencer
Grant has over 15 years experience in multi-channel marketing, CRM, Loyalty and product marketing, having worked across some of the biggest brands in Financial services, Retail and Gaming industries. Most recently he has held roles s Head of Online CRM at Argos.co.uk, Betfair.com, and currently Marks and Spencer.
Giles Richardson, Head of Personalisation and Optimisation, Barclays Bank
Giles has worked in the interactive space for 12 years. As Head of Optimisation and Personalisation at Barclays digital he is currently working to enable a seamless and intuitive customer journey. An analytic based approach deriving meaningful and actionable customer insight from data coupled with data movements to enable real-time content experience with MVT and behavioural targeting.
Nick Evans, Account Director, ExactTarget
Nick has been in the email and interactive marketing space for 6 years, starting on the client side and subsequently working in various client services roles for Epsilon and e-Dialog before joining ExactTarget as an Account Director in July 2011. He has worked with a number of high profile brands across various industry sectors including Tesco, Argos, Sony Computer Entertainment Europe, Bauer Media and Admiral Insurance, advising them on how best to drive audience engagement and bottom line results through their interactive marketing programs.
Geoff Wright, Vice President, European Sales, Zmags
Geoff Wright has over 20 years of technology of European sales and sales leadership experience, the last of which was within the online and e-commerce environments. He focuses on leading sales teams who sell value-based technology solutions. Geoff has worked for industry leaders such as IBM, AT&T, Mercury, Venda and Siebel, plus early stage and quickly growing small businesses such as edocs, Agillic and eCommera