Gerhard HeideDirector, Global Market Strategy, Customer Engagement Solutions
Gerhard has nearly 20 years of experience with many major B2C companies globally on a wide range of customer insight, data and customer experience technologies, He has lead the design and implementation of significant customer-centric solutions across many key industry sectors including finance, communications, utility, retail and the public sector. Gerhard is a recognized thoughtleader and accomplished speaker, his current focus is on Customer Engagement, Customer Information Management, CRM and Social Media. Gerhard has a background in mathematics and also has worked extensively in collaboration with scientists at CERN and a number of leading universities. He holds an MSc and a PhD in Mathematics from the University of East Anglia.
10:20 AM Driving the Customer Experience Nirvana: Improving Customer Knowledge and Intimacy through Digital Transformation
- Embracing the fundamental shift towards a digital lifestyle: Exceeding customer expectations across multiple channels and devices
- Thinking in Moments: Translating customer demands into digital transformation initiatives
- Leveraging data-driven customer insights: Building a strong foundation for digital transformation
- Outcomes and Case Study: Enabling customer interactions to improve satisfaction and drive profitability