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Strategies for Retaining and Monetizing Your Customers
Date / Time: Thursday, June 23, 2016, 11:00 a.m. New York / 4:00 p.m. London
Overview:
 
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Speakers
Sandra O’Boyle, Senior Analyst, Customer Experience and Analytics, Heavy Reading

Gaurav Deshpande, Sr. Program Director, Analytics Industry Marketing, Communications Sector at IBM

An intimate understanding of customers is increasingly critical to gaining their loyalty: it is also key to being able to drive further value from the customer relationship. This webinar explores operator drivers and strategies for customer profiling and the monetization use cases it can support. It looks at operator plans for collecting customer data from across their organizations, the challenges involved and successes achieved by creating customer intimacy, for example, around churn prevention, proactive care and location-based and other offers.



 

Sandra O’Boyle, Senior Analyst, Customer Experience and Analytics, Heavy Reading
Sandra leads Heavy Reading’s research on customer experience management and customer analytics related to the network and services, customer care, billing and marketing. Sandra also looks more broadly at how service providers are reinventing digital operations with a "customer first" focus and adopting big data strategies. Sandra brings to these areas an excellent understanding of the competitive issues and market trends shaping the telecom and IT sectors. Sandra joined Heavy Reading from Rohde & Schwarz’s ipoque, a network traffic and subscriber analytics vendor, where she worked in strategic product marketing. Prior to that, Sandra spent more than ten years as Research Director for the global business network and IT services practice at Current Analysis covering enterprise cloud and network services, and advising operators, IT service providers, vendors, and enterprises. She has also held editorial research positions at PC World and The Industry Standard in San Francisco. Sandra is based in Amsterdam.

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Gaurav Deshpande, Sr. Program Director, Analytics Industry Marketing, Communications Sector at IBM
At IBM, Gaurav Deshpande leads Industry marketing for Communications Sector (Telecommunications, Energy & Utilities, Media & Entertainment) for the IBM Analytics Portfolio. Gaurav works with IBM software, hardware and services to identify and accelerate use cases and solutions with IBM’s clients globally to deliver hundreds of millions in business benefits. Key areas Gaurav and IBM Analytics industry marketing team see evolving in the communications sector include proactive care, real-time contextual marketing, advanced network analytics, personalized customer experience, customer data monetization and new business model and service creation.

Gaurav has been with IBM for 12 years and joined IBM via acquisition of Trigo Technologies. Prior to IBM and Trigo, Gaurav spent 8 years with i2 Technologies, where he created the market category for advanced supply chain management and oversaw creation of products that drove 50% of i2's revenue and 80% of the profits. Gaurav delivered 40% compounded annual growth in sales for i2 supply chain management with focused marketing tactics and sales enablement.

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