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The Soho Hotel, London, W1
Wednesday 15th September, 2010
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14:00
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REGISTRATION AND REFRESHMENTS
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14:30
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CHAIRPERSON’S OPENING REMARKS
Michelle Price, Business Editor, The Banker
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14:35
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KEYNOTE ADDRESS: CHALLENGING BANKING CONVENTIONS
Anthony Thomson, Chairman, Metro Bank
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| 14:55 |
CASE STUDY PRESENTATION: CUSTOMER SEGMENTATION
Duncan Ash, Marketing Manager for Financial Services, SAS
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| 15:30 |
COFFEE BREAK
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| 15:50 |
PANEL DISCUSSION: SOCIAL MEDIA - WHAT IT MEANS FOR STRATEGIC MARKETING
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How social media is disrupting and transforming CRM techniques
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Exploiting social media to improve customer engagement
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The implications of social media for customer segmentation and cross channel marketing
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Managing the risks of social media
Moderator:
Michelle Price, Business Editor, The Banker
Panellists:
Giles Andrews, CEO, Zopa
Steve Kemish, Chair of Digital Council, The Institute of Direct Marketing
Shaun Springer, Vice President of Brand and Digital Marketing, MasterCard UK & Ireland
Mona Steininger, Manager, Digital Sales and Marketing, Barclays Retail
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| 16:25 |
PANEL DISCUSSION: EXPLOITING NEGATIVE CUSTOMERS IN YOUR MARKETING STRATEGY
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Incorporating negative feedback into your marketing strategy
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The use of social media in gathering customer feedback
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Understanding the value of customer complaints
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Transforming an unhappy customer into an advocate
Moderator:
Michelle Price, Business Editor, The Banker
Panellist:
Rachel Hunt, Director, EMEA Banking Research, Financial Insights
Patrick Muir, Head of Marketing UK, Citigroup
Anthony Thomson, Chairman, Metro Bank
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| 17:00 |
CHAIRPERSON'S CONCLUDING REMARKS
Michelle Price, Business Editor, The Banker
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| 17:05 |
END OF BRIEFING AND REFRESHMENTS
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