About Steven Behan

Steven is Acting Head of Online & OD Business Information for ITV. He is responsible for the reporting and insight of ITV's on demand platforms, including ITV.com, PS3 and iOS. His current focus is on the measurement and reporting of video, with a view on how this increases user engagement.

With a MSc in Operational Research Steven has made web analytics and online data the core of his career . This has given him experience in implementation, tracking, reporting, the insight of data and the translation of business regiments. He currently represents ITV at the BMWG (Broadband Media Working Group) which is looking to standardise how video is reported.

Previous roles include  Senior Web Analyst for ITV, Web Analyst at ThinkTag CH and Senior Web Analyst at the Financial Times. 

About PANEL: What are the best ways of joining up the customer experience?

It is widely accepted that a balanced customer experience is one of the key success factors in business. What are the best ways of joining this up?

Measurement. Once you have defined the customer experience, how do you start to measure it? What are the best indicators of success? How does one channel affect another? Are you measuring the hard metrics and the soft metrics?

Tech. Is your existing technology hampering your customer experience? To what degree are legacy systems hindering your grand vision? What can you do about it?

Resourcing. Who owns the customer experience? Is there a need for a customer experience overlord? Where does such a person sit within the organisation? How much power should they be given to improve customer satisfaction? How do you make staff care about the customer experience?